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.
RALEIGH NC CRABTREE MALL -- Smooth Kenmore range ($845) top glass shattered twice for no apparent reason in 1 & 1/2 years. First time they ordered the wrong part four times and charged $220 when it came in. The second time it is $442. The answer from customer relations is "if you did not buy a extended warranty we can't replace anything." Why would you buy a 70 dollar warranty for the first two years, wouldn't you expect something to last that long at least?
The Customer relations people had me shift 13 times, 15 different voices, 4 hours and 6 minutes of time over three days then I ended up with the person in the Lemon Department and said they did not consider it a lemon, and that I was stuck with it.
The Sears repairman came into my house unannounced and uninvited, made a mess and was mean, grouchy, short, uninformative. I am 51 and this was the worst transaction of my life dealing with Sears. The epitome of a corrupt culture. I would not spend a penny in a Sears. I don't recommend you even by a hand towel because will support the most corrupt set up scam in the retail industry.
07747, NEW JERSEY -- I purchased a new Sears dishwasher and got a lemon. I complained about 6-8 times, every time they sent someone over but not until I purchased a contract. It was a lemon, they refused to acknowledge it. And I had to pay additional for parts on a new washer which I had to fight tooth and nail to get back. I bought a microwave and the front glass slips down and looks like a window is cracked open to get air. It's only 2 years old.
The last item I bought was a gas stove for about $499.00. The igniter switch cost 100.00 And labor cost 175.00. I was told that a service call of 75.00 Would be added on top of that. So to repair the ignition switch almost cost me the cost of a new stove after 2-1/2 years. I will never buy another product from Sears. They used to be reliable years ago, now it seems like that are just selling defective products, overcharging you for service and screwing you.
FOLSOM, CALIFORNIA -- My brand-new, expensive range made a terrible racket the first time I turned on the convection feature, so I called Sears to fix it. They said someone would be out between 8-12. When 12 passed and no one had showed, I called them, and was told by a very smug, dismissive rep that the 4-hour window is only an estimate, but that he would call us within 2-3 hours to let us know when he'd be arriving. 3 1/2 hours later, he called to say he'd be there in 30 minutes. We're still waiting. I join the ranks of those who will never buy from Sears again. No surprise at all that they are having so much trouble.
MINNESOTA -- "Community Relations - Improving Lives and Strengthening Communities. For most homeowners, especially those struggling to make ends meet, maintaining a home and a family may be a difficult challenge. That is why Sears Holdings is partnering with Rebuilding Together, an organization dedicated to preserving and revitalizing homes and communities. Our mutual goal is to help low-income homeowners, ranging from the elderly and disabled to families with children, live in warmth, safety, and independence. This is just one of the many ways in which Sears Holdings is improving lives and strengthening communities."
I read this piece when looking up information regarding Sears Headquarters. I wanted to comment on this. We have a family of six and struggle to make ends meet. We were fortunate enough a couple of years ago to have saved enough money before my son's surgeries and other medical issues to purchase a brand new gas-burning stove (Kenmore brand) from our local Sears store along with a brand new water heater. I did not purchase the extended warranty, because I was brought up on Sears products and they have lasted for years.
One year and four months after we made our purchases, our stove stopped working. While the burners on top work, the rest of it does not. We were told it was not covered under warranty and we would have to pay a technician to come and look at it. When I was quoted a price, I told the person it would cost almost as much to buy another brand new stove as to have someone come out and look at our stove and fix a small part, let alone find a bigger problem. She agreed. I received no further help.
We researched online and put in the problem codes given by the computer in our stove. We purchased both items listed as potential problems. This has cost us about 150.00 alone. It still does not work. Two months ago, our brand new water heater stopped working. Sears would not help. The Austin Utilities Company, however, came out and serviced it for free. I have been so incredibly disappointed in the product, lack of backing or support or even direction. We CANNOT possibly afford to buy another stove. You have no idea what it is like to be in this position.
I read about how your company does so much for the communities etc., and I find that we do not experience any of what you lead people to believe. The third time we called Sears here in town was the last, as the person hung up on me. I will not recommend your product to anyone. I have since learned there are others with the exact same stove, exact same problems occurring within nearly the same amount of time and nothing has been looked into or recalled. I found your site difficult, at best, to navigate in identifying where to send my comments to.
Sadly, I believe I will probably not hear anything and this letter will simply be tossed aside. I have, however, begun taking steps to gather my documented information that will eventually be provided to the Better Business Bureau. I regret to say that Sears is no longer a brand name that I trust or would ever recommend to anyone.
Seventeen months ago my husband and I purchased a new Kenmore Range. I had purchased Kenmore products previously and was always impressed with the quality of the appliances and durability. Two months ago, while my son was trying to remove an item from the hot stove, the handle on the door fell off, the door separated into two parts and the glass in between these parts shattered on the floor. While his injuries fortunately were minor, the response and resolution and even repair to this product has been nothing less than frustrating.
I first attempted to contact Sears to inquire about the door to see if the part was faulty, had been recalled or to see if I could get support. After several days and many many phone calls to one number after another, and promises to have someone return my calls, I decided that I would have the oven door repaired as it is unusable and then re-attempt to contact someone within the organization regarding this part. (At one point I even had had a service representative tell me that this was "normal wear and tear" of this product.
When I scheduled the service technician to come to the house, he admitted that the part was faulty, that the only thing holding the entire oven door together was the door handle, and that the screws for the door handle were housed in plastic. This design has now been changed to a metal housing. I was charged $258 for service and new parts, the parts were ordered and another call was rescheduled to install these parts.
When the technician arrived a few weeks later to install the parts, he found that he didn't order the correct parts, so parts were again ordered and now another service call was scheduled. That call was to have occurred today.
Yesterday evening however, a representative called the house - spoke to my son (a child) and relayed a message. Since children do not relay messages correctly, he was unsure of what they told him, so I called Sears to see what time they were going to arrive for the service call. When I called the automated number, I was given the information that my service call was now scheduled for a day next week, and not today.
I called to speak to someone, was again given several people to speak to, was never told why a service rep would relay information to a child and was just told that my call was rescheduled for next week. Next week's service call will be the fourth time that I or my husband will have to make arrangements with work to be available for this call - all for the wonderful price of $258 for a repair of a design flaw which potentially could have caused great injury. My level of frustration with Sears and its representatives is so high, not only would I never purchase another Kenmore product, I would also highly advise anyone reading this to also do the same.
BALLSTON SPA, NEW YORK -- On November 12, 2006 my husband and I purchased a $1200.00 range from Sears. This was after doing much research via Consumer Reports. The stove was delivered, set up and used for one week before the broiler element "popped" and caught fire while we were broiling a steak. The steak was finished cooking in a toaster oven.
Now, we called Sears and were told that someone would come out to fix the oven but it would not be until after Thanksgiving. Not good enough I told the call center. I was having 12 people over and wanted a new stove. I did not trust having the broiler repaired. Well, the call center person was not helpful, was actually rude and when I asked to speak to his supervisor was told that "she was out to dinner and even if she was there, she would tell me the same thing." Nice.
We were persistent and finally ended up talking with the manager of the Wilton Mall Sears who assured us we would get a new stove and it would be delivered before Thanksgiving. A very nice man who was a great help. Fast forward to November 19, 2007 when my the inner part of the front graduated in size, burner decided to crap out. (Do these ovens hate Thanksgiving?) A repair man is coming today and we will see what happens.
Here I have spent $1200 on a stove, not to mention all the other Kenmore appliances, Craftsman tools and Sears items that are in my house, and this piece of junk can't last a year without a problem? I will never, never buy an appliance from Sears again. I have the address to the president of Sears office and he and customer service will be getting a letter from me if this problem is not resolved. You know, I would love to know how the appliances that were put in all those "Extreme Makeover: Home Improvement" are doing.
Well, I have more to add to this tale of woe and ineffectual company. I received a phone call this morning that the repairman would not be here until 2:00 pm (he was supposed to be here between 8 and noon). I hung up and decided that this was unacceptable. I called back and was told that the repairman would phone me back to discuss the issue with me within an hour. Surprise....he didn't phone me.
I called again and was told that my appt. was changed to 2:00 pm because too many appointments were made for today and I was pushed back. She then told me that I could reschedule for another day. I asked the woman where she was physically located and she said the Philippines. I said, "It's the day before Thanksgiving!! I need that burner! I know you don't celebrate Thanksgiving and have no idea what the holiday means." She said, "No, but I know about Christmas." Great...I told her this was unacceptable and she gave me her supervisor - in the U.S.!
The supervisor comes on, talks to me and said she will have the repairman call me. Oh, and that the reason he was running late was because the first repair took too long, not because there were too many appointments scheduled. Well, the repairman just called, he's not coming until 2:00 pm and does not have the part for the stove, it has to be ordered.
Sears is a ** company and I pray to God they go under - it would serve them right. I have half a mind to go into their appliance dept on Black Friday and talk people out of buying their products. I spoke with the repairman when he arrived. He was not running late because his first appt. ran too long, he was running late because Sears overbooked him and does this all the time. Not just to him but to others as well.