OAKLAND, CALIFORNIA -- Sears repair have utterly lost all my trust. I had purchased Sears Service Smart Agreement and the delivery of the service was horrific. One, you guys were not able to provide the repair at the first inspection and then rescheduled. Two, after it was rescheduled because of replacement parts, no communication was received to let me know that the parts had been on back ordered. We waited for your arrival at the rescheduled appointment and no one showed up. We didn't know that the appointment needed to be delayed!
Third, after 2 weeks of delay and upon multiple request for a communication with regards to the parts and the service delivered, though promised by your service reps, the email communication never came. Fourth, when the parts were delivered, another delay of over 48 hrs to get service technician appointment. Finally, when the service technician came, he stated that he can't fix the part because the screw was not the right one ordered. Now my range is still not repaired!
This delay, lack of service, failure to inform, and weakness of the first technician had caused my home inspection to fail 3 times! In many other circumstances, I would not stress about this because I know you guys are trying. However, when the home inspection impacts my tenant's ability to stay in her unit, it had caused my tenant to vacate the premise because of this lack of repair service. If you guys were not able to provide the service, it would have been much appreciated if I was informed so that I find other ways to resolve this issue.
I am horribly dissatisfied with your organization. The escalation path you guys have at 800-479-6351 leads to a wall. I will let everyone know of Sears' terrible service. You guys shouldn't deserve any stars on your reviews. Lied to and failure to deliver. What terrible experience!
HOFFMAN ESTATES, ILLINOIS -- I made an appointment over a week ago with Sears to send someone out to repair my stove. The arrival window they provided was from 8 am-12 noon, which of course, required me to take the whole morning off from work (without pay). After making the appointment online, I also confirmed by telephone. The day before the appointment, Sears contacted me by telephone to confirm that the repairman would arrive the following day between 8 am and 12 pm.
I was home the entire time, and guess what - NO ONE SHOWED UP FOR THE ENTIRE FOUR HOURS! I couldn't believe it, so I called Sears to see how late the guy was going to be. Amazingly, they said NO ONE WAS COMING AT ALL TODAY. I asked why but they said they couldn't give me that information. OK, I don't want personal details, but THEY DIDN'T EVEN BOTHER TO CALL TO TELL ME that no one would be there. They obviously had to know that early in the morning. If they had at least had the decency to let me know, then I could have gone to work for the morning, but apparently that was too much to ask.
I called customer service and the next appointment they could offer me is A WHOLE WEEK AWAY (the same time I would have gotten if I hadn't already made an appointment that they missed). This seems totally unfair. Why should I have to go to the back of the line because they screwed up?
They apologized for "breaking their promise" to me but offered no true accommodation or compensation for the fact that they wasted my entire morning; didn't have the courtesy to pick up the phone and cost me a half-day's pay. They also refused my request for an appointment sometime during the next three days, a shorter arrival window (less than 4 hours), and a discount off the cost of the fee they charge to come to my house.
They said it is not their policy to pay for lost time or wages and they can't "force" an earlier appointment unless they have been "two broken promises" within the last 5 weeks. So, apparently in their view, its OK to break a promise once before taking any responsibility. That's no way to run a business, and I certainly will no longer be a Sears customer. My time is more important and I won't do business with a company that has a policy that permits them to lie to me twice before they consider that a problem.
I'm very sorry that this happened and I completely understand your frustration. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to resolve this and any other Sears related issue you might have. At your convenience, please contact our office at email@example.com. Please send us an email providing a contact phone number and the phone number the stove was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (veryfrustrated1) for reference to your issue and we do look forward to talking to you soon.
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Sears Social Media Support
I bought an LG convection range from the Sears outlet in Coquitlam and was told that the reason it was outlet was a missing oven rack (no big deal for me!) and that the range was otherwise fully functioning! I purchased the range on May 1, picked it up on May 3 and the oven was not working on May 5 (well within the 30 days that they told me it would be replaceable and well within the ONE year warranty). When I contacted the customer service rep, she sent someone to repair it on the same day. He told me he needed to order parts and would be back the following week.
We waited two weeks and nobody ever showed up so we called again and nobody showed up so we called again a week later and nobody showed up so I called again and asked them to take it away and give me a refund. They said that was not possible so I called corporate and told them the same story. They agreed to do this at the beginning of June and asked us to fax in a copy of the receipt. We did this twice as they "did not receive a clear copy of the first one" and now it is almost July.
For two months, we have not had a functioning oven...imagine trying to cook for your family without an oven!! I cannot believe the customer service of this place. I previously had purchased my range from The Brick and never had a problem with the same one. When the display malfunctioned, they sent someone to fix it within the week! You definitely do not expect this kind of service from a major retailer.
I will NEVER buy anything from them again and have made it my mission to tell this story as many times to as many people as I can. I was appalled at the disgusting way that I was treater by Sears and the disgusting way that I continue to be treated! I was mistaken to have thought Sears was a reputable company...be very careful!!
SAN FRANCISCO, CALIFORNIA -- I had an appointment to have my oven repaired today (Dec 15) from 1-5pm. At 4:45 pm I contacted Sears to find out where the repair person was as they had not shown up or called. The Customer Service person told me that the repair person was in my area at another job, but they would message the repair person to call me about the estimated arrival time. I was phoned by the repair person at approximately 5:05 pm and was told that he would not be coming, and to reschedule. Because of his matter of fact attitude, I hung up on him and contacted Sears again. He was not at all concerned that I had an appointment -- he claimed that this appointment was just added to his schedule. I phoned Sears Customer Service again and was told they could only message the "Unit Manager" to call me tomorrow (Saturday) to explain why the repair person was a "no-show" on a scheduled appointment, and to set up a time that was convenient for me. I am extremely angered by the repair person's cavalier attitude towards my having an appointment, and his apparent lack of any type of customer service ethic. I left my job today to make this appointment only to have wasted 5 hours of my time. If I had known beforehand that the repair person would disregard and dismiss a scheduled appointment, I would have had my landlord purchase a new stove instead of having this stove repaired. This is the second repair in 6 years for the same problem. Obviously this is not the most reliable stove from Sears. By looking at all the other complaints about their appliances, repair service, etc., I see that Sears has not done anything to remedy the public's poor perception of them as a company. We'll see if they call tomorrow. If they don't my next call is to my landlord to have them buy a new stove, but NOT FROM SEARS.
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 anither 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 abd was told no ne 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, its 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 Lowes 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? Its now 6:55pm and I haven't left the house all day. I huug 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.
NEWINGTON, NEW HAMPSHIRE -- I had the worst experience recently dealing with Sears regarding a gas range I had purchased only 4 years ago. My tenant decided to clean the "self cleaning" oven. Luckily she was home, as the smoke detectors went off. She shut the stove down to find the top of the oven door had melted into the oven! I spoke to FIVE different people in various departments at Sears only to be told that because I didn't have an extended warranty, there was nothing they could do.
This model does not have a lock handle on the door. I'm not sure why the lock mechanism didn't work. Thankfully she was home so this defect didn't cause a fire that would have burned the house down. I will never buy another thing from Sears!
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.