RIVER VALE, NEW JERSEY -- I scheduled a Saturday repair for my new, never plugged in Sears Elite range - the front legs were delivered broken. The repair had to be scheduled more than 3 weeks in advance. I was told Sears would call the night before to remind me of the repair and give me a time window. No phone call came the night before. So Saturday morning I'm in the shower and, you guessed it, Sears calls. "Hello, hello... If no one is home you'll have to reschedule. Goodbye."
When I got out of the shower I called Sears 800 number and was told they would get hold of the repairman and he would call me within the hour. I waited 2 hours and no call back. I called the 800 number again and was told he same thing. I waited another 2 hours and no one called me back. I called again and was told to wait just 2 more hour. I waited that hour and called the 600 number and was told no one would be coming out, sorry we lied to you, too bad you don't have a range and have shot your day!!!
I am fed up, not just with the lack of service, but the reason I needed service was first Sears lost my range in their warehouse - "Sorry you had to take a day off to await a *CONFIRMED* delivery, it turns out we never had your range!" When they do find the range, it's delivered broken, something that I find out only during the installation. Now, another slap with their lack of service. My neighbors all know about this, will be shopping for their appliances at Lowe's or Home Depot and my Sears credit card is going into the toilet.
Later in the day - I called Sears 1800-MY-HOME. They informed me that the repairman knocked on my door and I wasn't home. Okay, I give up, where was I? It's now 6:55pm and I haven't left the house all day. I hung up on them. It seems they have a sweet racket of getting out of work early. Incompetent liars!
OWENSBORO, KENTUCKY -- I purchased a range from Sears 15 months ago and it stopped working. It will cost $436.00 to fix and they are not willing to do anything about it. They basically told me "Too bad it is out of warranty." Sadly, I have spent 3 weeks trying to get someone to assist me but to no avail. Gabriel is the worst to work with. He told me he would help but then said he couldn't do anything about it. I learned my lesson and refuse to shop Sears again and will be sure that I tell everyone I know my experience. Please respond if you know of other sites where I can post about my negative experience.
LONG BEACH, CALIFORNIA -- Sears sold my blind 93-year old grandmother a high-end gas range, telling her that manual control ovens are no longer manufactured and that she must buy a digital range. She is unable to see or operate the digital display, and began calling customer service for help within days of purchase. Customer service NEVER returned any of her calls until after the 90 day exchange period had expired. Finally the Sears representative (who would not give her name but stated she was a supervisor) told my grandmother it was too bad and she wouldn't help her.
My grandmother now has the unused Sears range sitting in her garage and is using another range with manual controls which she purchased from another retailer for far less money. Sears took advantage and should be ashamed of themselves.
I will never purchase another Sears/Kenmore product again. I used the self-cleaning feature on my stove for the first time and it scorched/discolored/yellowed the front door panel. What is even worse than that is that you cannot get a human being to speak to other than the ones that parrot back what you are saying and apologize but don't give you a shred of advice on how to fix the problem.
Sears/Kenmore should be ashamed of themselves for not putting a disclaimer in the booklet that comes with the product that the self-cleaning feature may ruin the outside of the stove. Poor, poor service. Do not buy Sears/Kenmore products.
HACKENSACK, NEW JERSEY -- Be very careful when you purchase an appliance and they tell you that you qualify for a deferred interest payment. I was told I did not have to pay anything for up to 6 months. No minimum payment of any kind, or so said the salesman. The receipt was not 100% clear the way it was worded and the salesman assured me that I did not have to pay anything for 6 months. This did not surprise me since other big retail stores were doing the same thing. Well, guess again.
I received a call that my account was past due and was being charged a $39.00 late fee. Well, I told them I would pay in full and a customer representative said they would wipe off the $39.00. Customer representative said this is not the first time this has happened. Also, when I was asked to do a survey online, it said that I qualified for a rebate. I have had more excuses as to why I do not qualify for this rebate. Each reply to my emails had a different reason.
Sears you are losing it. What happened to customer satisfaction and guarantees. In this day with all that is going on, people will go where they get better service and better offers. Let's think twice before we make a decision where to shop.
BANGOR, MAINE -- RE: glass top elec. range #790 - purchased from Sears, Bangor, ME. Arrived in pieces, glass all broken, family members cut on glass trying to open box. Replaced, but top panel finish "paint" kept bubbling up and rubbing off to show underside metal. Replaced once, told by service person that "this was a problem" but now fixed. No way, large portion of top panel has no paint left. Every time I use the oven the vents emit moisture and more paint comes off the top panel. Very expensive range and now looks old and ratty.
Wouldn't take another one of these as a gift. Also, glass top does not clean easily - it is a bear, and needs constant heavy duty cleaning, even water stains this horrid top. I HATE this product and will never go back to Sears for another product! Walmart is likely better!!
SACRAMENTO, CALIFORNIA -- We purchased a gas stove from Sears. All they did was deliver it to our home and leave it in the middle of our kitchen. NO HOOK UP. Fine. We are on propane so we knew it would be necessary to have our new stove converted over by our propane company before it could be hooked up and installed for use.
Sears has fraudulently charged us for supposedly installing our stove six days after they delivered it to our home. Have called the store numerous times, their billing department, the phone number listed next to the fraudulent charge on our credit card bill, letters and made more phone calls. They refuse to remove the charge and will not admit they have made fraudulent charge to our card. They have been rude and stubborn.
The paper work that we received today in the mail shows a bill with an out of service phone number and two different dates on it. There are no signatures anywhere on it nor is there a company name shown anywhere. This has been an unbelievably bad experience all the way around. We are still trying to straighten this mess out.
WE WILL NEVER SHOP AT SEARS AGAIN! Our neighbors next door have also had recent dealings with Sears that left them unhappy and now tell me that they also refuse to shop there ever again. What is up with Sears???? Shame on them and their current business practices. Treating your customers badly does not help to build a loyal clientele, nor does it do anything for their reputation. Guess they don't care.
We bought a new set of kitchen appliances from Sears on June 7, 2009. The oven worked for 2 weeks and then went dead. Three visits by Sears repairmen have served no useful purpose; each one ordered a part that does not solve the problem. Each time they forgot us, and it was necessary to waste hours on the phone being transfer from a useless “customer representative” to another to get another repairman to show up and repeat the going through the motions pantomime. We have been without an oven for almost half a year now.
Sears servicemen also damaged our kitchen counter during the installation, and promised someone would come to repair it. Five months and many, many calls later, no one has come. We have written to the CEO to let him know what kind of company he is running, to no avail. Customers are Sears' laughingstocks. The CEO and his henchmen must be having a blast someone still buys from them.
Sears just announced a 40% off Kenmore slide-in range sale, 10/25/09. I decided to order the best and I wanted to have it installed. I clicked the box for professional installation and was pleasantly surprised that installation was free. It was too good to believe. I was however charged online for NY sales tax. I checked with my local Sears store and was told that installation cost $209.99 but they didn't charge sales tax because in NY it is considered a non taxable capital improvement. The difference in price between online and in-store was about $17.
I made numerous calls and was told that the internet message of free installation was inaccurate. I decided to purchase through the store. I emailed customer service to obtain in writing their policies of free installation and NY sales tax and am waiting for a reply. The salesperson at the store was great but I didn't enjoy the internet attempted purchase and several calls I made to determine whether I would receive free installation and why they charged sales tax on a non-taxable installation.
So, I remodeled my kitchen and updated my appliances, d/washer, gas range and microwave. I purchased these from Sears because they had a solid reputation. Salesman was great, until delivery scheduling came. Mind you, this is my second time updating a kitchen and I had bought appliances from them before and was very pleased.
Anyway, the nightmare of delivery began with calling the 1 800 732 7747 number to arrange for a delivery date. They are somewhat inflexible but gave me a 4 hour window of delivery. Anyway, my delivery was staggered, the items came in on different days. The range, was damaged on day of delivery, rescheduled for next day, then it was not shipped. We were not notified and waited a whole day, cancelled kids' activities waiting for the range. No call, no show. The truck guys actually called and asked if I was aware all they were delivering was a gas range tube, not the stove.
I called Sears, asked to speak with a supervisor. After 15 minutes on hold, he never came to the phone, so I hang up. I had to go back to the store I had purchased the items from, demand some action, and there, they rescheduled delivery of my gas range for the next day 1 pm to 2 pm. As I write this, 2:45 pm I still have not received my range. My hope is it will be here by the end of the day. It will be 1 week without a stove, buying 3 meals a day, 7 days for a family of four with one toddler. Can you imagine! And these items are paid for!! I agree, don't buy from Sears... Lowe's or Home Depot... The customer service just sucks.