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Poor Customer Service - Failure To Show Up As Scheduled
Posted by MyRocky on 06/18/2008
ALEXANDRIA, VIRGINIA -- We called in a repair for our 6 yr old Maytag Neptune washing machine on 6-17-08. We were told someone would be here on 6-18-08 between 1-5 PM . When no one had called or showed by 5 we call and spoke to someone who identified himself as Bill, he told us the repair person had been delayed but he was definitely going to come. We heard this twice from two different customer (dis)service people. We hung up and waited until 8 PM and called again.

At this time we asked for a supervisor who told us that the repair person had left the area because we were not home. This was completely fabricated as we have not left the house waiting for the repair person to show up starting at 1 PM - the scheduled time.

So here we sit with a handicapped daughter and no washing machine. The supervisor did not seem in the least bit concerned. He then said we could not get a repair person out there for a week. We got no priority even though the repair person lied about us not being home. He told us there were no openings the next day.

This is really not acceptable. There is no moral compass of any kind or ethics in Sears anymore. This is very poor way to do business. They do not care about the customer. It is hard to believe they can stay in business. I think it is wrong to support them and we will never buy any item from them again.

     
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Posted by Anonymous on 2008-06-19:
this is their story all the time.The truth is that their service techs are poorly trained in repair,and customer service.
Do yourself a favor,call a local repair company,you will get better service by people that know how to take care of customers
Posted by baby121 on 2008-07-05:
the unit is out of the 1 yr warr so you can actually call a local repairman to svc the unit or you can get some other servicers through Maytag..I dont know what happened with the servicer but again I would try someone else. You never know...
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Would not honor on-line price.
Posted by Barryb on 02/22/2010
COOKEVILLE, TENNESSEE -- We needed a new washing machine, so Saturday after searching on-line, we went to Sears in Cookeville Tn. Sears had a Whirlpool WTW5100VQ on-line for $423. When we got there and looked around, we found the same Whirlpool machine on display, but for $501! I told the Salesman that their prices weren’t the same as on-line. He said “oh..yes they are” and I told him about the $423 Whirlpool that they had for $501. So we went to the computer to check it out. On the way over he said “unless it said on-line only”..“it may have, I don’t recall” I said; I would have accepted that. Well, he pulled their website up and sure enough, it WAS $423 and it DID NOT say on-line only.

My wife and I went on looking around. As she passed near the salesman, she over heard him talking to another salesman. “Our” salesman was telling him about the discrepancy that I brought to his attention, that I was right and that they, “Sears”, would have to sell it to us...meaning at the $423 price I’m sure. My wife decided she wanted that machine and that's when the trouble started.

The No. 2 salesman was ringing us up and said they didn’t have any in stock; he could order it, it’d be here Tuesday and it would cost $501. I brought up the on-line price, which he already knew about. He tried to confuse the situation by talking about going to the store Internet and ordering it on-line for $423...essentially refusing my claim. BTW, he said it could be dropped off at the Cookeville Sears. I asked for the store manager.

Here comes a young “nametag less” woman. The basics of her argument was, we are “brick and mortar” and can’t compete with on-line pricing; that they do not PRICE MATCH on-line ads that it was store policy AND they, Sears in Cookeville Tennessee ARE NOT affiliated with Sears on-line, they are separate.

My response, after her NOT responding to my statements and repeating her jargon, in short was....I don’t care ....I don’t come her and tell you about how hard it is for me to pay the light bill. You, the SEARS COMPANY placed an ad on-line, with no stipulations and no in-store Policies posted for a Whirlpool Washer WTW57ES at $423 and I want to buy one from you...the Sears Store in Cookeville Tennessee.

The other ugliness to the matter was, she would only give me her first name and even after asking her two more times for her last name, I consider that refusal. So I’ll give it to you, her name is STEPHANIE at the Cookeville Tennessee store..... she said you’d know her (I don’t know whom she thought I’d be talking to). Come to find out, she is not the Store Manager, but the Department Manager... not whom I asked for. I don’t know where she gets the idea, that HONORING YOUR OWN STORES ADVERTISED PRICE IS PRICE MATCHING!

I take her “COULD NOT” as a REFUSAL TO SELL, TO ME, AT AN ADVERTISED PRICE.

Another interesting fact is, you can go on-line @ SEARS.com and search for the SEARS STORE nearest you. You can also check product availability at those stores, browse the STORE weekly ads... why you can even pick-up your purchase at the SEARS STORE nearest you. BUT I COULD NOT!!

SEARS STORES
JACKSON PLAZA
377 W JACKSON ST. STE. 8
COOKEVILLE TN 38501
(931) 525-5700
STEPHANIE “NOT THE STORE MANGER”

*** Go to SEARS. COM for “brick and “mortar” store directions, store hours, available services, weekly store ads, in-store product availability and MUCH MUCH MORE!! Not affiliated with SEARS. COM.

BarryB.
     
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Posted by Ytropious on 2010-02-22:
I hate to break it to you but most places don't price match their own websites, and all the bickering in the world can't change that.
Posted by Anonymous on 2010-02-22:
Yt is right. I believe even Best Buy doesn't match online prices. I personally think they should honor the price, but they wont.
Posted by FlShopper on 2010-02-22:
And where I work, we never give out our last names to customers.
Posted by Anonymous on 2010-02-22:
OP....piling on but it's common knowledge to most people in the world that online stores and brick and mortar stores don't have the same prices. Which is why many people Christmas shop online. It's cheaper. As for not giving last names, that is a safety issue as there are alot of crazies in this world and you never know if you're talking to one, do you?????
Posted by Anonymous on 2010-02-22:
I know of no companies that price match their online prices. If you want to convenience and lower price, then order it online. Even if you didn't see it right away, there most certainly will be a disclaimer on the website somewhere.
Posted by Venice09 on 2010-02-22:
The prices online are not advertisements for the merchandise sold in the store, and they only apply to purchases made online. A Sears flier, newspaper ad, etc. advertise prices for the merchandise in the store.

Why didn't you simply order the washer online? That's what I would have done.
Posted by SearsCare on 2010-02-22:
To BarryB,
I can’t apologize enough for what I have read here on this post. Online prices will typically be a bit cheaper than stores, due to the fact that there is no operating expense with storing, stocking and transporting merchandise, or any of the other things associated with operating a physical store. The benefits of a store are that you actually get to touch, feel and see the unit you would like to purchase in addition to getting that one on one customer service that you did not get from the Cookeville store. We would like very much to discuss this situation with you and hopefully provide an amenable solution. Did you end up purchasing the washer? If so, we can do something to help. My name is Brian and I am part of the Sears Cares Escalations team and we’d like to resolve this. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (BarryB) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
As an aside, regarding the Dept manager not giving their last name, we do not require our employees to give a last name for security purposes, but you should have been provided with an employee number nonetheless.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Posted by Buddy01 on 2010-02-23:
Sears will match their own online prices and shipping is free if you order within the store and the weight is less than 75 lbs. It looks like the washer you chose would come up to the $501 when the price of delivery and shipping is added in.
Posted by Barryb on 2010-02-23:
Thank you folks. Common knowledge aside, if you advertise a product at a certain price, you'd better be prepared to sell it,if your name is on the business. As I said, I would have accepted due notice, at either location. Don't forget why we're here, to inform, correct and perhaps CHANGE things.
We are being ripped off daily by these shanagins and THEY are making money off of it, why else are we here?

"I personally think they should honor the price" ProConsumer, yes, thats it in a nutshell. Aren't we tired of walking away from stores empty handed from on-line inticements saying...Duhha...O..K?
Posted by Venice09 on 2010-02-23:
Sears website is not an advertisement. It's a separate entity with its own prices. Either you don't understand that or it's your only argument and you're sticking to it. This is not going to change just because you think it should. You can't make up your own rules.

Did you read Brian's explanation? I think his offer to help you is very generous. You should show some appreciation.
Posted by Ytropious on 2010-02-23:
"if you advertise a product at a certain price"...but it's not an advertised price, it's an ONLINE price, which is in a league of it's own. I beg you OP, check the prices at any major retailers website then go into the store and see if it's exactly the same. Sometimes it is and sometimes it isn't. If it's not I have yet to find a place that will match the website price, regardless that it is the same company.
Posted by Barryb on 2010-02-23:
Advertisment--"A notice, such as a poster or a paid announcement in the print, broadcast, or electronic media, designed to attract public attention or patronage." What I do understand is, when Sears places not any Washer, but a specific washer on their website at a certain price, that IS an advertisment. I'm sure Sears, for legal reasons, have THEIR website and THEIR stores legally "seperate". However, BOTH use one another to the MUTUAL and SOLE benefit of the other. The Sears website didn't tell me I could go to Lowes to pick up my new washer..I figured that one out on my own. They, the Sears website, ADVERTISED I could go to the nearest Sears store and pick it up. And as I said before, the Sears website will give you directions, locations, store hours to any Sears store you'd like. Apparently your not making that connection Lost09. The impression the consumer is suppose to have is....WE ARE SEARS. Ya think? Remember, even the Sears "store" salesman told the other, they'd have to sell it to us. Or did he not understand too?

Now I do understand that "things" work differently in ALL walks of life. What I've seen on-line is, the company stated that the price was "ON-LINE PRICING ONLY". But the BS I've been told about on here doesn't suprise me. Simply, ADVERTISE your COMPANIES (plurel in all sense of the word) as to the distinctive nature of that particular "entity" and it's business practises.

As for Brian, I can somewhat appreciate his timely and curtious responce. Don't you find it funny that a Sears PR associate would be surfing this site? I've heard this was a fairly effective site. I'd put an employee on here to squash bad press, particularly if it were ample. Wouldn't be a bad idea to have employees post defensive responces, either..pretty tricky uh?

In conclusion, I do appreciete your responces and informing me of "how it is", of that I was informed of in the store. I understood the primise quickly. I simply don't agree with the business practises of Sears as a company. Others can and do make the appropriate terms known, as a statement in whole or on a case by case basis.

Further more, I do not need dressing down by you Lost09. Breaks over, go back to Automotive, theres an oil spill you need to clean up.

I'm sorry to end on a bad note. Have a good night everybody.
Posted by jktshff1 on 2010-02-23:
sears, gotta question, while I understand the concept of not having a store, storing, stocking and transporting merchandise are a part of an online business dealing with commodities also, as well as personnel to man the phones, handle the paperwork etc. same as the brick and mortar excepting the store, unless you are shipping direct from the mfg.
Posted by PepperElf on 2010-02-23:
Barry - have you spoken to SearsCare yet?

That IS the official company rep here and he's made an attempt to rectify the situation with you.


What more do you want?



jkt - i think it's because the warehouse has different purchasing, such as purchasing in bulk etc. regular brick/mortar stores have limited storage space and can only order smaller amounts of items so they can't get the same prices that the warehouse can get.

excess stock sitting around in a warehouse doesn't matter so much
but excess stock sitting around in a brick/mortar store takes up valuable room - another reason why they can't order on the same levels as the warehouse stores
Posted by jktshff1 on 2010-02-23:
good point pepper
Posted by Ytropious on 2010-02-23:
Barry, an advertisement by nature is usually for sale items. That's like saying everything in a store is being advertised. They are not advertising anything. Don't try to lecture me on advertising, I'm the marketing student here. Think of it as simply the price tag, it is there to inform, not to attract.
Posted by Venice09 on 2010-02-23:
There are only so many ways to say that the price you saw online was not an advertised price for the item in the store, but apparently you are still not making that connection. You are obviously just going to continue trying to rationalize your way of thinking.

I do not understand why you didn't let Salesman No. 2 order the washer online for $423 and have it shipped to the Cookeville store. It seems like he was offering to do that for you, but you thought he was trying to confuse you. It almost sounds like your main concern was getting it your own way because in your mind the online price was a store advertisement.

Why would I find it funny or tricky that a Sears rep is trying to resolve problems posted on this site? On the contrary, I find it encouraging. If no one responded, you'd complain about that too.
Posted by nomoredollars on 2010-07-24:
In fact, companies do honor their online prices. I have purchased several items this way - most companies claim they price match anyway and that includes Sears - but don't be fooled they only honor their own pricing when they feel like it. BUntil recently I have been buying all my major appliances and tools at Sears. I have been disappointed with all my purchases of major appliances - the stove I bought is cheaply constructed, the fridge I bought also has some parts with cheap construction. A washer/dryer set I purchased (all Kenmore) started to fall apart and when I tried to get replacement parts I discovered that you have to go through customer service in the Philippines if you want to order parts for your appliances. So, I already made the choice to take my dollar for appliances elsewhere. Best choice a customer can make is to take their hard earned dollar elsewhere. Sears is a rip-off.



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Bye Bye Sears (After 40 Loyal Years)
Posted by Lee61 on 03/09/2009
From Sears I bought a GE 3.5 cu. ft. washer, and after 2 months it broke, it REALLY broke. It flooded my floor and needed a new transmission. What I was not told was that at that time, I could have had the washer replaced. What did happen was 4 weeks of waiting for the parts to arrive and the repairman to spend ALL day (no joke) trying to fix it, with every nut and bolt spread out all over my floor. When he was done, he said it would now make a clicking sound, and by the way, he torqued the top of the washer so it didn't close properly. It was still under warranty, so I complained, to no avail. Then 6 weeks later, it REALLY broke again, flooding my floor and sounding like it was being hit repeatedly by a Mack truck. It now needs a new motor and new transmission and gear case and lots of other stuff, it needs its whole insides to be rebuilt.

I had purchased an extended warranty, so I am not paying for this. The washer cost $500, the first repair cost about $1,000, and this second repair will cost $1,000. Now I know that machines break, but I have bought all my appliances from Sears for the last 40 years because it is such a stand-up company, backing up its products with responsible business ethics ... or so I thought. With the first break-down, even with the huge cost, I was not informed that I could have asked for a replacement. Then it was too late, because that window of time ran out. With the second repair, I got the BIGGEST run around I have ever had from a business. Call Customer Service, transfer to One Source, transfer to online service, transfer to Technical Department, transfer to National Customer Relations, transfer back to customer service... Say what?!?!?!

You know there was a 15 minute hold on the phone between each transfer. I did this for 10 days and then I gave up. Especially after the second repair guy said that in all the years he's worked for Sears, he has never known them to replace a defective machine. I have been the most loyal cheerleader for Sears for 40 years (I am 61) and because of that I really really tried to resolve this issue, but I cannot believe how horrible Sears has become, unreliable merchandise, evasive cruel customer service (because they never tell the truth, just endlessly transfer the phone call). Done, done, done. Bye bye Sears. You broke my heart, and now I am done.
     
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Posted by qualityappliance on 2009-03-10:
Flooded floor and a diagnosis of a bad transmission? I guess it's possible, but highly unlikely. This is typical of the Sears/A&E parts changing monkeys. A GE transmission replacement should take no long than 2 hours at the most for a somewhat inexperienced technician, and after it is done the machine should look and run like new.
Posted by SearsCare on 2009-04-02:
Dear Lee61:

I am very sorry to hear about your unsatisfactory experience with Sears’ repair service. My name is Brian and I work for Sears. At your convenience, I would like to talk with you more in detail about this experience. Please contact me at searscares@searshc.com so that we can look for a solution that would more suitably meet this and any future needs.


Thank you,

Brian J.
Senior Case Manager
Posted by Was a Sears fan on 2009-06-01:
Brian, after apolgizing get the problem resolved for the customer. Starting with replacing the product, next get in contact with quality assurance to have products made better, and will last longer. There is no reason products don't last as long as they did in the past. Technolgy has made it more cost effective to havd products being durable.
Posted by gillilac on 2010-01-29:
@ Was a Sears fan,
Looks like Brian is doing what needs to be done and can probably take it from here. I'm glad to see Sears stepping up in a forum that's not theirs. Also, just setting perspective here, this is a "GE appliance," sold by Sears so let's some of these product lifetime comments should be directed to GE.
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Unreliable Kenmore Washer
Posted by FRUSTRATED BY SEARS on 05/19/2008
SPOKANE, WASHINGTON -- My previous washer (Whirlpool) lasted for about 18 years. 18 months ago I bought a Kenmore front load washer, spent what I believe was a fortune, and now after this very short period of time, it is breaking down. All Sears says is that the warranty expired at 12 months and I will have to pay for repairs.

I am extraordinarily disturbed by their claims of how good their products are when they don't even last long enough to get them paid for!

     
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Posted by Anonymous on 2008-05-19:
yes it's a shame , that people who bought quality
appliances years back, and are now back at sears buying and expecting the same quality,are finding out that sears , lets there vendors turn out junk and guess who buys that junk ?
sears can hold there venders to higher standards , but they don't .
Posted by qualityappliance on 2008-05-20:
Accually they put the contract for a set number of a particular appliance out to bid. They normally take the lowest price regardless of quality.
Posted by hello dolly on 2008-05-20:
Actually the HE2 is manufactured by Whirlpool.
Posted by Anonymous on 2008-05-20:
actually :
Sears always has an obligation to its customers
to make sure whirlpool is turning out the quality that Sears customers are use to.After all, Sears is responsible for all vender products.
Eddie Lampert is to busy with his headge funds , to find the right ceo who can put sears and kmart back on its feet.
Last year was a disaster for sears and kmart.
I wonder if Eddie buys Sears sold appliances. Maybe he should, then things might get turned around.
Posted by hello dolly on 2008-05-21:
The HE2 has one of Consumer Reports highest ratings for a front load washer. It also has one of the lowest failure rates. That being said when you buy a washer of any manufacture from any retailer there is a warranty period, generally 1 year, after that period of time you are responsible for the cost of repairs. What more can Sears say if you chose not to have extended coverage.

There are many great websites out there that will will quick checks that many homeowners can perform themselves. If for example a small sock slipped through and is blocking a hose causing an error code this would not be a free repair even in the warranty period.

And Ninny to you Eddie has nothing to do with an item that is out of warranty - just more of your pure hatred for Sears for no apparent reason.
Posted by Anonymous on 2008-05-21:
dolly
your posts are getting to winded and make little sense .
my reference to eddie : only meant , that a good ceo ,
will tell you they are responsible for the sucess or failure
of a company period .I still wonder if he has any sears appliances in his home and what kind of service does he get?
Posted by Deely on 2008-05-25:
The consumer should not be held accountable for the companies poor/cheap quality, and that is what is happening today. They put the burdon on the consumer instead of on themselves where it belongs. It is extortion to have to pay to get what you pay for. You should not have to buy an expensive warranty to cover their failings on producing a decent product. And then the warranties aren't any good half the time anyway. Having to buy warranties is the worst thing that ever happened to consumers.
Posted by Anonymous on 2008-05-25:
I never buy extra warranties. The sales offer for one prompts me to ask, "So, what you're saying is...this product is unreliable and will likely fail after its too short or inadequate base warranty?" Along with examining the 'bells and whistles' on an appliance, buyers should take time to read the warranty for themselves...rather than taking a sales clerk's word for coverage. Also, remember, warranties are never absolute (covering abuse or normal wear and tear).
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Sears Customer Service - It Does Not Exist
Posted by MB1 on 03/14/2006
CALIFORNIA -- Sears must take the lead in providing the worst customer service in the US. I have a Bosch dishwasher that suddenly stopped draining. I called for a repair and the first available appointment was in 10 days. The appointment was scheduled for 8-12 at 10:30 am the technician calls and indicates that he cannot arrive before 12:00 however, he can come between 1-5 pm that afternoon. I agree (my first mistake--being agreeable)to rescheduling and informed the technician that I will be home the entire afternoon. At 6:45 pm the technician still had not arrived, I called Sears to inquire what had happened.

The service rep Yovonda(sp)(very unpleasant person) informs me that the technician called my house in the afternoon and there was no answer so he did not keep the appointment. I indicated that I was home the entire afternoon and the technician did not call. YoVonda(sp) informs me that I need to make another appointment if I want service and the earliest is Thursday of next week--another 10 days. I asked to speak with a supervisor as this is not acceptable, she informs me that I need to call back the following day and speak to customer relations because I am not satisfied with her (YoVonda's)solution of rescheduling the appointment.

I wish I had read these reviews before purchasing my appliances and service contract from Sears!

MB1
     
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Posted by memary on 2006-05-05:
Same song, I am in the process (since 3/27/06) of trying to get my Mitsubishi HDTV Model WS65517 serviced and am having some really bad experiences. I have just read an article about a judgement received by Attorney Joseph Williams of Baltimore County Maryland against Sears for $1 just to prove a judgement can be assessed against Sears for their unfair/deceptive trade practices. I am getting ready to check with my states Consumer Protection Statutes, so look out Sears. 4 service calls with 1 no show that doesn't count, doesn't get it.
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Sears Repair Service
Posted by Winnie3 on 12/24/2007
HIGH POINT, NORTH CAROLINA -- I have always been a loyal Sears customer until the experiences I have had with their nightmare repair service. In 2002 I purchased a Kenmore Elite washer and dryer. The washer ended up being defective and was replaced with a Kenmore Elite Oasis in June of 2006. On Nov. 18, 2007 my washer stopped in the middle of a wash cycle.
I have a 3 yr warranty on the washer and called Sears repair only to learn that no one would be able to come to my home until Nov. 27th. There is a lid lock on my washer and since the machine stopped in the middle of the cycle it would not unlock leaving my clothes in water. I explained this to the Sears customer service. There was no offer of concern or solution. The only way I could get my clothes out was to take the entire top off. Since I work I had my mother (who is 80) meet the repairman on Nov 27th. The repairman said he had to order a component for the digital panel and left WITHOUT draining the water. A week later the part came in. It was the wrong part. Another part was ordered and the water was not drained AGAIN. Week three - the part comes in and was installed. My mother was SOLD a product to clean out the washer. Later, when I started to wash clothes, I noticed the TOP of the washer was not fastened which required another repair visit. My house smelled like a sewer from the water sitting for three weeks. My mother was sold a product to clean the washer that Sears should have provided. The repair service was extremely poor. If my mother had not been available to meet the repairman I would have missed a total of two days work waiting for the repairman to show up in the four hour window. The national sears customer service contacted me regarding the situation and the lady I spoke to was extremely rude with an attitude who acted as though she was put over having to call me and listen to my concerns. I am of the opinion that once Sears has your money they don't care if you get quality repair service. Also, if you call for a repair it activates the telemarketers to call to extend or buy warranties. After almost 40 years of being a loyal Sears customer I will never step foot in a Sears store again much less buy a product from them. This is only one of the numerous problems I have experienced with Sears over the past five years.
     
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Posted by Anonymous on 2007-12-24:
They've been terrible ever since the Roebuck vs Wade decision.
Posted by mrs1140 on 2007-12-27:
I had a bad experience with a Sears top loading washing machine - timer died after 7 mos. It took two weeks for a repairman to show up and then I had to wait extra for him to order the part. Of course, Sears didn't have it, but he obtained it elsewhere and installed it. I won't be purchasing any more appliances from Sears.
Posted by gondel on 2013-08-23:
SEARS uses a strategy that exploits clients. When some one calls them for repair services, the dispatch technicians in one or two day. Once dispatched the technicians will charge $80, whether they do the work or not. Most of the time the technicians do not fix the problem. They said that some material need to be ordered. Since the customer is not sure whether there the material is needed he or she will order the material from SEARS. Now, they sold the material and charged you for the initial visit, they will give you a longtime appointment to make a fix. When they come for the second time they will also charge. I have encountered where a SEARS technician after charging me $80 told me that I have to buy a part for $127. Because $127 , I refused to order. When another technician comes he said there is need for material
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Sears delivery horror picture show
Posted by Fragile on 07/20/2010
DOVER, DELAWARE -- I bought a washing machine from Sears about 1-1/2 years ago. I also bought the warranty. Good thing it turns out, because the washer died in early June, 2010. I called for repair under warranty. First repair man came on June 11th. Said he didn't have the right parts to fix the washer. 3 more repairmen came on 3 separate dates after that. Sears, all the while, kept shipping washing machine parts to my house. Each time a repair man came, they said that there was still a part undelivered, or the wrong part was delivered. So I had a living room full of parts and no working washer.

On July 15th, Sears called to tell me that they would give me an in-store credit for a new washer, as they did not fix the old one within 30 days. I purchased the replacement washer on June 17th. Delivery was set for July 19th between 9-11am. Appointment was confirmed on July 18th by an automated phone call.

Without going into a long description, here's what happened: The delivery driver drove to the house. Instead of knocking on the door, they called my husband's cell phone from the truck. He was in the shower, so he did not hear the phone, but there were 4 other adults in the house at the time. The driver did not leave a message, did not come to the door, he just left. We called the driver about 10 minutes later on the phone # from the original call (a private # not a company #), but he never answered. Left messages all day for him to call back.

Sears delivery service center phone was a joke, I could barely understand the idiots who answered my many phone calls inquiring about the status of the delivery. They are useless, they just read from the screen in front of them. And apologize. I must have heard a hundred apologizes.

But I digress. At 5:30 the husband and I went to the Sears in Dover DE, where the whole fiasco started. Complained to the manager. Manager made several phone calls and about an hour later told us that he spoke directly to the supervisor of the delivery company, and they will deliver the washer the next day.

Next day comes, no washer. Husband called delivery driver on cell # from the day before, asks wher the washer is. "Not on my truck, ha ha", he said. It's at the warehouse. Husband managed to ferret out from the driver the location of the warehouse, about 1/2 hr drive from our home. Husband took his Dodge Ram 1500 pickup truck and went to the warehouse. Warehouse manager said the washer was supposed to be on the delivery truck, but they "forgot" to load it on.

Husband had warehouse employees load washer onto HIS truck, stood there and watched in case they "forgot" to load it again. Husband took washer home, installed washer, and by 8pm I have clean clothes again.

I will go to Sears tomorrow and get the $65 delivery and installation fee back, plus my $100 "aggrevation rebate" card.

The entire experience was unnecessarily stressful and I wonder what is Sears standard for 'Quality Customer Service'? A 'hands-off' approach to business (ie using foreign customer service reps and outsourcing sub-par deliver companies) is both pathetic and unacceptable. If I performed my job as piss-poor as these people do, I'd have been fired long ago.

Wise up, Sears. Someday you are going to piss off the WRONG person. It would not surprise me to find out that a customer went postal on one of the Sears stores. They don't care, bottom line.
     
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Posted by Venice09 on 2010-07-20:
But wasn't it great of Sears to replace the washer?!! Forget all the time, inconvenience and aggravation involved. That doesn't mean anything because you got a new washer in the end!.. Right?

Wrong.

You shouldn't have to make a career out of getting an appliance fixed or replaced under a warranty.

I am very surprised that the driver didn't check to see if someone was home. Maybe the washing machine wasn't on the truck or maybe he wasn't even at your house when he called. Did you see the truck?

Posted by Venice09 on 2010-07-20:
P.S. Love the title of your review!
Posted by Helpful on 2010-07-21:
I agree that the delivery sounds horrendous. The first day was bad, the second was inexcusable.

Any time a product needs to be serviced, aggravation has more than enough opportunity to set in. Having to deal with such a tremendous service just makes a difficult situation even worse.

In the end, you at least have a new washer and pocketed the delivery cost and a gift card for the hassle. It's not the ideal outcome and I'm sure you would have rather not had any problems with the initial washer, but at least you did have the extended warranty and, ultimately, the washer was replaced.

All my best.
Posted by SearsCare on 2010-07-27:
Dear Fragile,

First allow me to apologize for the delay in responding to your post. My name is Amanda with the Sears Escalations Team. I am sorry to hear about the delivery services you have experienced. This is not the type of experience we want any of our customer's to have. If would like, our team would like to speak with you further in regards to this matter. If you could, please send an email to searscares@searshc.com and provide your contact information. Also, in the email please provide your screen name (Fragile) in the email so we are able to reference your email to this posting. We hope to speak with you soon!

Thank you,

Amanda H.
Senior Case Manager
Sears Cares
Posted by Wank1 on 2012-07-06:
Remember, Sears was bought by Kmart several years ago -and you know how well Kmart was doing when they did (i.e., Kmart was in bankrupcy)
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Sears repairs abuses it's clients!
Posted by Thrae on 09/23/2009
CITRUS HEIGHTS, CALIFORNIA -- On September 10, 2009 a repairman came out to "evaluate" why the washer wasn't extracting water. He was here almost an hour, figured out what parts he needed, ordered them and scheduled an appointment for September 22, 2009 between 8-12. Told him I'd take the morning off work so the repair had to be finished no later than 1pm. He said no problem. The parts were delivered early, called to see if I could get an earlier appointment, impossible was the answer. So I continued to lug laundry to the laundromat.
September 22 arrives, am up early to be ready for this "event". Am now a prisoner for the next 4 hours, if I don't answer the phone the repairman won't come. Finally at 11:30 I called and was reassured he'd be here soon. At 11:50 the repairman called to say he was delayed, he'd be here by 1 pm. Told him I was going to have to leave, please don't be late. After numerous calls to Sears and AHS, they carry the warranty, telling them I absolutely had to leave at 3:30. Kept being assured he was on his way, he finally arrived at 3:10. Since I had to leave no later than 3:30, it was an impossible situation.
All I can tell you is that Sears repair will never enter my home again. I will never buy ANYTHING, EVER in their stores again and I'm canceling my credit card.

     
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Posted by Anonymous on 2009-09-23:
I understand your time is valuable, but you are not the only customer repair people have. How would you have liked it if the guy was on time to your house, but had to leave in the middle of your repair because someone 'absolutely had to leave by 3:30"?

Repair people work as quickly and accurately as possible. You were not lied to. It seems as though a problem occurred at the previous service call that tied up your technician. Next time, be realistic and take the day off, or schedule a weekend.
Posted by MSCANTBEWRONG on 2009-09-23:
You were lucky that the repairman showed up on the appointed day. Read some of the posts on here and you'll see the usual complaint is the repairman never shows up...
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Warning to anyone purchasing a washing machine from Sears
Posted by Hotepik on 04/02/2008
This is a warning to anyone who has purchased a washing machine from Sears.

I have recently discovered that it is Sears official policy to take away the shipping bolts that are fitted to washing machines. These are fitted by the manufacturer to prevent internal damage during transport, but should actually be left with the customer as they need to be refitted if ever the machine needs to be moved (e.g- when moving house).

Sears informed me that the reason they take these away is because some customers were refitting the bolts needlessly and thus causing damage when they try to operate the machine.

However, who knows how many machines have been damaged when people move house but, because of Sears' policy, don't have the shipping bolts available to refit to their machines? Presumably by this stage though most machines will be out of the warranty period so Sears won't have to do anything about any damage that's caused by their policy.

It took me about 5 frustratingly long phone calls to Sears Parts department to establish this and to get them to send me the shipping bolts, which should have been delivered with the washing machine in the first place. However, they have refused to send me the wrench (used to tighten the shipping bolts), which should also have come with the machine. My last conversation was with one of the rudest call center employee I have ever spoken to, who worked for Sears Parts Direct.

If you have bought a washing machine from Sears and think you might need to move the machine at some point in the future, my advice is to call up and insist that they send you the shipping bolts for your machine, as well as the wrench to tighten them.

They will try to charge you for these parts, but as they SHOULD have been delivered with the machine in the first place (and will be listed in the machine's manual as included 'parts and accessories'), you should argue to get them free of charge.

Perhaps eventually Sears will change their ridiculous policy of taking these things away in the first place.

If you haven't yet bought from Sears, I would definitely go elsewhere. Their after-sales service is dismal, and their parts department employees rude and unhelpful. Based on their handling of this one small issue I will certainly never spend another cent there.
     
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Posted by Hugh_Jorgen on 2008-04-03:
Millions of washers are moved every year without these bolts in place and with no ill effects. They are mainly meant to protect the machines in transit to the stores where they are stacked on pallets, moved by forklifts and packed into freight trailers for transit. They get a rough and bumpy trip.

In most household moves the machines are blanket wrapped (or should be) and secured in the truck or trailer so the movement of the machine is minimal. They get a much gentler handling once they are in a home.

The bolts are nice to have, but I can see their reasoning - someone sees them, says "look at all these loose bolts!" and tightens them up - machine then self-destructs and the customer blames Sears for leaving the bolts in place.
Posted by hotepik on 2008-04-03:
Wrapping the machine in a blanket won't prevent internal damage if the drum swings or bounces about as the machine is lifted. My machine's manual states that the bolts "should be kept for future use" and "must be reinstalled whenever the appliance is transported" - most others I've seen say the same thing. I've always done this in the past - it's a quick and easy procedure, if you have the bolts and wrench in the first place. If not, this website has some advice for protecting your machine when you move: www.whitegoodshelp.co.uk/wordpress/transporting-a-washing-machine/
The manuals are also very clear about removing the bolts before using the machine, so I don't accept Sears point about customers using them incorrectly. Besides, if they had been less obstructive and unhelpful about dealing with my original simple and polite request, the whole thing could have been dealt with swiftly and efficiently with no harm done. They've lost themselves a future customer.
Posted by qualityappliance on 2008-04-03:
I have moved thousands of appliances after the shipping bolts have been removed, and none have been damaged.
Posted by SilverWngs71 on 2008-04-05:
Some washers have shipping straps and once removed you cannot replace them.
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Sears Canada Customer Service
Posted by Mclare on 10/16/2006
I am so angry with Sears and there terrible customer service. I would like to add to the tons of people out there who already agree that there customer service is one of the worst. There is no one that can help you. All they do is e-mail and e-mail. We can't talk to a real person. Once they have our money they don't care about you.
On Sept. 29th our washing machine broke. The whole tub has to be replaced because it's all one piece and the bearings went on the washer. We called to have servicing done and the scheduled servicing was for Fri Oct 13th. Again we have to pay a $75 diagnosis fee (because it's been so long I have already had someone come out and tell me what was wrong in hopes of fixing it our selves) We should not have to pay for these idiots to come out and tell us what the problem is especially when we have to pay $150. labour to fix it. The guy just "ran out of time" on The 13th. The next day they had appointments and instead of making it a priority to fix my washer who was scheduled for the day before, Sears customer cervice said "You'll have to wait until Monday" So now with increased anger I have called Sears Service, Sears Customer Service and NO ONE is able to have technician call me. I am still waiting for servicing and am in the process of fighting with Sears just to get a technician out to my house sometime before November. I will never purchase from Sears again and I really hope that they go bankrupt.
     
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Posted by warddw1526 on 2006-10-16:
Not sure who you talked to, but it sounds like you spoke to Sears Home Central. They are the call centre dealing with setting up repairs. They have some power, but as they do not work in a service unit with techs coming and going, it is very difficult to "force" a call. Above them, is Customer Service. Same problem. Next time you get on the line with customer service, ask for the President's line. They are the last line, and handle the extreme cases. They have much power, and even if they have trouble forcing a call, they can compensate very well.

Sears Canada is going downhill. However, they are the only shopping option in a large part of the country.
Posted by Anonymous on 2006-10-17:
Sears everywhere has gone downhill. The stuff you buy from them is not that good quality one would expect from Sears and you are right the service is horrible.
Posted by john mcgregor on 2013-08-29:
purchased a new fridge from sears aug /1/2013 delivered aug/14/2013 got the wrong fridge paid by credit card on phone have still not received any paper work in mail to say I have purchased this product keep getting put of with excuses everytime I phone even the manager said he could not do anything I would have to deal with sales rep.very annoying to have to do business this way never again
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