Sears Washers

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1.2 out of 5, based on 14 ratings and
111 reviews & complaints.
www.sears.com
smadvisor@searshc.com
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Posted by on
Rating: 1/51
PORT ARTHUR, TEXAS -- Delivery was slated for 11:30-1:30pm. When it did not get here by 1:30, I called the delivery service line and spoke with Adam. After telling him what was going on, he put me on hold to send a message to the delivery driver to call me with an ETA.

3:00pm rolled around and had not heard from delivery driver. Called the service line again. Angela told me that she would, wait for it, send a message to the delivery driver to call me with an ETA. Like I believed that would happen.

3:30 rolled around and I had to leave to pick up my son from school. Taped a note to my door telling the driver that I would be back by 4pm and that they were already 2 hours late so they should wait.

By 4pm, still had not heard anything. Called the service line again and was told that another message would be sent to the driver to call me. I told Erica that I had already had 2 representatives tell me that and had yet to receive a call. After being put on hold, I told her I wanted to speak with a supervisor. She put me on hold then came back on the line and said there was not a supervisor at work today. I told her I found that very hard to believe. Before I hung up on her, I told her that if I did not receive a call from the driver within 15 minutes I would be calling back to cancel the delivery and getting a refund.

She proceeded to tell me that I could not cancel the delivery and that since I had already paid for it, I should just not pick up my husband today to wait on the delivery people. I admit, I got mad, cussed, and yelled. Told her I wanted a number for customer service and she said she did not have that number. I hung up.

Called the store I bought the washer from. Told the sales associate (Ethan) what was going on. He told me I would have to cancel the delivery through the service line and once I told him the associate from the service said I couldn't, he took my number and said he would call the delivery truck that showed up on the information and find out what was going on. Within 5 minutes he called me back and said the delivery truck was right around the corner. I thanked him and let him know that I had already told the drivers, who had showed up after I talked to him the first time, that I was refusing delivery and wanted the items returned to the store. I was told by Ethan that I could come up there today and get my money back.

I do not know if I will be getting the delivery fee returned, but I really couldn't care less right now. The two women delivery service associates were not native English speakers and were very rude. They sounded scripted. If the sales associate at the store could pull up the actual truck that was supposed to deliver my washer, why couldn't they?

The truck that showed up was a plain white Uhaul like truck with nothing on it. The passenger smelled of alcohol and the driver could barely even move. Guess I know what they were doing when they were supposed to be delivering items today.

Once my husband gets off work, we will be going 30 minutes to the town I bought the washer in and getting our refund. Then, we will go to the LOWES here in our town that I have always loved and get the washer I originally wanted. Will not use Sears ever again.

11:53am, Friday, May 11, 2012: Update:
Husband has been at the Sears store for almost an hour now trying to get our refund. He has been told that the delivery department is the ones to process the refund but yet delivery is telling him that the store actually has to handle the refund. What a joke. Called my bank to see what they could do to help. Not much they can do of course for at least 2 weeks. The Large Appliance manager is refusing to talk with my husband about the refund so the Lawn and Garden center manager is trying to help. Calling customer service line now and trying to get help.
     
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Darrell27 on 2012-05-10:
Do yourself a big favor: write a formal complaint to Sear's HQ in Hoffman Estates, IL. I had a problem with a defective oven a couple of years ago. It was defective right out of the box. The local dealer refused to replace it, instead they wanted to charge me a service call to repair a new oven. If you have to, send several letters. I will never shop at Sears again after the fiasco I had with them. Get your money back and shop elsewhere.
trmn8r on 2012-05-10:
I would have accepted delivery, instead of driving a half hour to Sears, and then driving to Lowes, and arranging for delivery another day. Good luck with the next one.
SearsCare on 2012-05-11:
Good morning lpsl 84,

My name is Mike and I am a member of the Sears Social Media Support team. I saw your post this morning and wanted to reach out to you as I am very concerned by what I have read. I am sorry to see that you had such a poor delivery experience. I know firsthand how frustrating it can be to have to place several telephone calls to get the information that you need. We strive to make every telephone experience a superior one from start to finish and I sincerely apologize as that does not appear to be the case in this instance. If you would allow me the opportunity, I would like to put you in touch with a dedicated case manager to discuss your experience.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (lpsl 84) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Mike D.
Social Media Moderator
Sears Social Media Support
Old Timer on 2012-05-11:
thank you searscare for taking the time to assist with consumer issues on our site!
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Sears Sucks
Posted by on
I purchased a washing machine from Sears on the 21st of August 1011, it was delivered on the 24th of August Wednesday. I ordered the machine originally with hoses which are sold separately. My machine did include the power cord which Sears will sell you separately as well, on other models. After making arrangements for the delivery I called back to check on why I did not receive my email confirmation of this order. After speaking with the representatives I was informed that they had my email address incorrectly in there system.

Upon reviewing my order with the representatives. it was discovered that they did not include the hoses, which I ordered with the machine. After making arrangements with the representative on having to purchase hoses which they didn’t include on the original purchase. I was concerned if the hoses would now arrive with the machine when delivered. I was placed on hold by a representative while she spoke with the delivery department about delivering the washing machine and the hoses together

I was told that she spoke to they delivery department and she informed me that the washing machine and the hoses would be delivered together. The machine was scheduled for delivery on Wednesday the 24th 2011. When the delivery arrived they informed me that they did not have the hoses I was surprised regarding this situation. I called immediately while the delivery people were still here and was told that arrangements would be made for a install it the following day on the Thursday the 25th. After calling to check for the time of the delivery I was informed that no one would be coming out that day.

They told me that the did not have the hoses available in there store after speaking with numerous representatives regarding this matter they indicated that the best solution to this problem would be to purchase the hoses myself, and have the hoses available in my home so that it can be installed when the Sears representatives come back to my home to install them. I was told that they would be coming now on Friday the 26th 2011. I thought great finally, my machine would be up and running.

Although, now a hurricane was forecasted for the New York City area my machine would be up and running before the Sunday the hurricane was predicated to come. I called on Friday in order to find out what time they would be coming. I was told that there was no record for a delivery for me on Friday. These arrangements where mad by a case manager by the name of Lisa E. who assured me that they would be coming out on Friday. Having called a representatives on Friday. and being disconnected. I was then called back and told that all deliveries were cancelled on Friday. due to the expected hurricane on Sunday. The representatives then schedule my installation for Monday the 29th 2011.

I called to confirm the installation on Monday. I was told that no delivery was being made today, because of inclement weather. I informed the Sears representative that today’s forecast was sunny with the temperature being in the 80’s. I was told that the delivery would have to be rescheduled due to this reason. I was so frustrated and upset, as it is beyond comprehension, that Sears would be so unreliable in carrying out a service that should had been completed on the first day of delivery.

I called Sears.com case manager to complain about this matter I was told that no date in time was now available for my installation to be completed. I was informed by a supervisor that someone would call me today regarding another date and time for installation of my product. I can only tell you that I don’t even believe there latest representation, as they have never given me the curteousy of calling me back ahead of my inquiry into there arrival to complete these services

I would have requested a refund of my money awhile ago, however I weighed this option after speaking with a representatives. Upon finding out that they would give me a future date for the pick up of the machine, and the week or more that it would take for them to give me my money back, after the pick up date. My families dirty clothes are piling up everyday, It was my belief, that Sears had a reputation for installing washing machines and providing services for washing machines which they have been known, for many years. Well, times have changed.

I told the representatives that I spoke with regarding this matter, that I would never believe that they would let this matter drag on, for so long. I have lost all confidence in Sears! They were my first choice for anything to do for washing machines. I now regret that I didn’t try any other outlet besides Sears I will report back as to when my machine is finally put into service.

It is a Maytag washing machine I can only wish that I had the Maytag’s man number maybe he can help. However, Sears is in need of help as well. They are no longer a industry leader in selling washing machines in my opinion. They have failed at providing this service for me and my family. I can only advise any reader of this report to choose carefully when buying a washing machine. Don’t rely on what you used to know about Sears. They are a disappointment. My experience buying a washer from Sears has been a true nightmare.

     
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Starlord on 2011-08-29:
At the risk of being deleted once more for allegedly demeaning the I'm[portance of a review, let me confirm something here. The OP expects Sears to conduct business as usual in the teeth of an impending hurricane? Is the OP savvy enough to measure and go to Ace hardware or Home depot and pick up the correct hoses? They are not that expensive, and are commonly not included with a machine. The fact that a power cord was included is puzzling to me, because there are many configurations for the plugs for washing machines. Another example of the sense of entitlement, expecting a business suffering under an onslaught by those preparing for a hurricane, to have their washing machine connection taken care of. Pure selfishness, IMHO.
At Your Service on 2011-08-29:
This issue does compound itself with the onslaught of hurricane Irene. But at its beginning, the weather had nothing to do with the problem being faced. The key to the complaint was having delivered what was ordered; in this case, the washer and hoses. (The electrical connection on a washer is a standard 110. No additional power is required, as compared to an electrical dryer.) If your receipt clearly shows the water hoses were part of the order, than it should have been included with the original delivery. Stating that they were out and expecting you to resolve the problem, at that point, is not professional.

However, the O.P. also had the option of canceling the order. This is the wonderful thing about credit cards. Simply explaining to Sears that they didn't seem to be able to handle the order and so taking your business to another local retailer.
SearsCare on 2011-08-30:
Dear Valued Sears Customer,
I want to apologize on behalf of Sears for all the difficulty you have had with the delivery of your washer. From you post, I can see that this has been a source of great frustration and we would very much like to assist in getting this situation resolved. My name is Laura with Sears Cares and we are a team devoted to assisting with escalated issues such as yours. Though there have been some delays on the east coast due to the weather conditions this past weekend, it seems our customer service and communication have been sorely lacking in dealing with your specific order. The problem with the hoses you ordered and the delivery delays before the hurricane are not acceptable and again we would like to see what can be done to rectify these issues. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will reach out to you directly. In the email, please provide a contact phone number, the phone number the washer was purchased under (if different than the contact phone number), and please do include this code (Washer82911) so we can reference your case. I apologize for all the inconvenience you’ve experienced and we do appreciate the opportunity to help.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
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Protection Plan-NOT...GOOD
Posted by on
Here is a series of events that happened concerning a service call to SEARS/A&E Factory Service

We purchased a GE washer and dryer in 10/09 from Sears. We bought the protection agreement for 3 yrs with our Sears credit card. December of 2010 we had a problem with the front loading washer leaking. We didn't have our receipt concerning the protection plan so we went to Sears and inquired about the coverage. We were given a phone number to call and service was scheduled for December 27. At the time we noticed a defect in the boot (seal) and informed call support at that time. On December 26, we had to call and cancel due to inclement weather which included 15 inches of snow in Va Beach. We were rescheduled for 1/3/11 from 1-5p. On 1/3 at approx 11a, we received a call that the technician would not be able to service the washer that day, and we had to reschedule(my wife had already taken off work). We were rescheduled for 1/10/11, but we thought we should get some preference. After much debate they relented and said they could come on Sat 1/8/11 from 1-5p. Keep in mind we have not had a washer in 3 weeks. On Sat., the technician arrives at 4:45p and we explain the issue. He confirms and says that we need a new boot, but he does not have one on his truck. He had to order the boot, which he did from his handheld device. I will say that he was nice and helpful, however, we still could not wash clothes. Next appt was scheduled for 1/17/11 from 1-5p. The boot arrived at our house on 1/12/11. On 1/17/11 A&E called and cancelled again. The call support representative said that the technician was taken off the route. We can schedule you for another time. We confirmed Wed 1/19/11. We were not very happy at all and we decided to go directly to SEARS. Kelly greeted us. We discussed our issue. She was nice and directed us to a phone in the store where she dialed the number and told the representative that we needed help. I talked to Zack and told him about our issues and he wanted to schedule us sooner. I said sooner this Wed. He replied, we have you down for next Wed. They didn't even get the date right. At this point I said I don't TRUST this store/company and I wanted a refund for my warranty. He forwarded me to Deborah in the warranty dept. and she eventually understood that I just wanted my money back and credited my SEARS card. I will be canceling my SEARS card and never buying anything from there. I will also not buy another product that uses A&E as their warranty service providers. Trust me, I am serious about it. I WILL NOT BUY!!!! Currently we still have no washer to use, but we will now have to pay out of pocket to GE which is scheduled for this Wed.
     
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cuspofcarabelli on 2011-01-19:
Update....Set up an online appt with GE service. They came out today and replaced boot(seal) in 45 min. Paid out of pocket, but it is done. Kudos to GE service!!
SearsCare on 2011-01-19:
Dear Cuspofcarabelli,
My name is Marcus and I am part of the Sears Social Media Support Team, and I am very concerned about what I have read here on My3cents, pertaining to your customer experience with Sears repair service. I want to apologize for the hassle and the frustration that we have put through concerning getting you washer fixed. I would like the opportunity to reach out and speak with you about this issue so that we can address it and make sure you as a Sears customer has been taken care of. Sears does pride itself on fast efficient service and I do see, that has not been rendered to you and for that I am sorry. Mr/Mrs. Cuspofcarabelli, please allow us to make sure you as customer is taken care of. Please know Sears does value you as a customer and we want your experiences with Sears to be pleasant. We would like the opportunity to help and keep you a satisfied customer. Sears Social Media Support Team is the single point of contact for all escalated concerns which means we step into the situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (cuspofcarabelli) for reference to your issue and we do look forward to talking to you soon.

Thank you,
Marcus C.
Sears Social Media Support Team
Steer clear of Sears on 2011-01-23:
Do yourself a favor, just document all issues and report Sears to the Better Business Bureau...don't get mad...the BBB is structured to del with these clowns...we are not.
ok4now on 2011-01-23:
There seems to be a reoccurring theme here with all these complaints about Sears. Inferior installation, missed appointments, poor customer service, product quality etc. Then after the customer is abused even more with lack of service SearsCare chimes in with a humble apology but not much else seems to get done. Sears was once a very trusted name but no more. They have not earned my business and lost me as a customer.
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Sears Repair Customer Service is terrible
Posted by on
Several weeks ago, I noticed that my Maytag Neptune front loader washer was making a strange sound so I decided to call for service. Because of my work schedule, I asked for someone to come on Saturday.

The following Saturday a repair man came out and determined he needed to order parts. He told me that they had to come back on Monday because they didn’t like to do the big jobs on Saturday. I explained then that it was difficult for someone to be home during the week and at the scheduled time, but I would do my best.

9 days later, by 5:00pm the repair man has not arrived, so I called the dispatch office. A little while later, I received a call from the repair man stating that he needed a partner to help him with my machine; did I still want him to come? I said, no, it was fine to reschedule. My machine was still working, so he could put me on when there was availability. He scheduled me for Wednesday, 3 days later.

Wednesday, the dispatch office called my cell phone to let me know the service man was on his way. I was at work and unfortunately missed the call. When I called back (10 minutes later) I was told it was too late, they had already moved on that I would have to be rescheduled. The next earliest appointment was not until the following Wednesday. That was very upsetting, but again, my machine was still working so it wasn’t a huge deal.

Wednesday, the repair man came and began working on my machine. I again received a call on my cell phone, this time from the repairman himself. I was not able to answer the call, so he left a message letting me know that the spinner had fused to the drum and another would have to be ordered. He would be back again, the following Monday.

I realized after I listened to his message that there was a chance my machine was NOT put back together so I began to call the repairman back on his cell phone to ask him. I left a message asking for him to please call me. In 1 hr he did not call so I called again. No answer, so I left another message. I then called the dispatch and ask them to send him a message that I needed him to call me or come back and put my machine back together. It was working when he got there…he should not have left it in unworking order. When I got home, sure enough my machine was in many pieces all over my garage. I again tried to call the repairman on his cell phone and then called the service desk again. They said they had already sent him a message, but they would send another one. 8:00pm that night after I returned home no one had called. I called again and no one at the service desk could tell me why or what to do. I again called the repair man and he did answer. (he didn’t know who it was..)he said there was no way that he could have put my machine back together without the new parts….that he would see me Monday … click he hung up. I immediately called the dispatch office again and ask that a supervisor call me. I just wanted to let someone know how unhappy I was with this situation. I was so upset at the fact that when he got there my machine was working and by the time he left it was not and he had parts scattered all over my garage.
I did NOT receive a call from anyone. The woman that I spoke to told me that she could send me a $25 gift card for Sears, but that was all she could do. When I asked to have a supervisor call me, she asked me if I still wanted the gift card. I told her absolutely. To this day…I have still NOT received the $25 gift card.

Because my machine was going to be down over the weekend, this meant I had to go to the Laundromat. Saturday morning I spent 2 ½ hrs of my time and $55 of my money to do my laundry.

The parts arrived on Friday. Monday he came to repair my machine. When I got home he was still there and explained to me that he did put the new parts in, but now the seal was leaking. That he had order more parts and would be back the following Monday. He explained that he had spoken to his supervisor and tried to get authorization to give me a “comparable” new machine. His supervisor told him that this was not an option because I didn’t have the type of service plan that would warrant that type of replacement. He also told me that his supervisor had told him that I had called to “complain” and he was apologizing for everything. At that time, I realized that “the supervisor” did get my message to call, but obviously didn’t feel it was important enough to call me back, she left it up to the repairman to apologize. That upset me greatly. This was very bad customer service. I did ask the man her name and he told me it was Ms. Nichols.

With the latest issue, this meant another weekend without a washing machine and more time at the Laundromat. This time I spent 3 hours and $65 more of my money (that I don’t have by the way).

Monday came and the repairman came once again to install the new parts. During the installation of the new seal, he broke “something” else and had to order more parts. He called to tell me while I was at work and I thought I would faint at the thought of this…he felt terrible and apologized again for all the trouble. He said that he once again had spoken to his supervisor Ms. Nichols, about replacing my machine with a “comparable” new model and once again he was told no. He said he was going to order any and all parts that he might possibly need and they would be there in time for him to come to my home on Saturday to install. At the very first appointment I had asked the repairman about replacing the rubber piece inside the washing machine because it was all stained with mold and had a strong moldy odor. He told me at that time that he was not able to replace that piece just because it was stained. When he told me this time that he was ordering any and all parts possible to fix my machine, I asked if one of those pieces was going to be a new rubber piece and he said yes. Well, apparently it was not one of the parts, if it was; he did not put it on.

At least I would not have to spend more money and time going to the Laundromat. I asked again for him to pass along a message to her supervisor, Ms. Nichols, asking her to call me. I told him to tell her that it was very upsetting to me that as a supervisor she would not even call me herself to apologize for the inconvenience, especially since I have asked on several occasions for her to call. To this day I have still NOT hear from Ms. Nichols.

While trying to get a supervisor to at least talk to me I called and spoke to the Customer Solutions department. I spoke to a gentleman; he read my report record and apologized. When I told him that I wanted to speak to a supervisor, he told me it was not possible for anyone to call me. I was confused and upset by that and his response to me was “what do you want me to do Mrs. McNatt”???? I could not believe that I was speaking to yet another rude person from “Sears”.

My machine did finally get fixed…thank God! But I can not let go the fact that to this day I have not heard one thing from anyone to apologize or anything.

So after all was said and done, I have spent $120 of my money at the Laundromat, several hours of my time following this entire thing through, I still have a stained, musty smelling rubber piece on my machine, and my garage is filled with old parts, boxes, and some BRAND new parts still in the box (except the rubber piece that I specifically asked for…),. No instructions on what to do with the parts, no offer to help clean up this mess, no $25 gift card, and no call from ANYONE!!!!!

We have to spend more of our time cleaning up the mess left by Sears. I did not have the good conscience to throw out brand new parts without at least asking if someone from Sears wants to come to pick them up.

It has now been several weeks since all of this has happened. I was thinking of just letting this all go, but I can’t. I am so disappointed in the customer service that Sears has offered me in this situation that I am sending this letter in hopes that someone at Sears still cares about customer service.

I have to say, we will be purchasing a new washer and dryer in the near future and I will no way be purchasing from Sears. I have always been loyal to Maytag and Sears products, but not anymore. I have lost all trust in the Sears service and would rather spend my money elsewhere. I have and will continue to share the horrifying story with my friends. I really hope that I hear from someone in management very soon. The best time to reach me is after 3:00 when I am off of work.
     
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Venice09 on 2010-04-01:
I realize this was an inconvenience, but would it really have made any difference if a supervisor apologized? The tech apologized more than once, and I guess I just don't understand how an apology from anyone else would have made this any better. Not receiving the gift card would have bothered me more than anything else. It should have been sent out immediately.
Anonymous on 2010-04-01:
The supervisor SHOULD have called to apologize! That is their job! That is why they are called supervisors! The repair man shouldn't have to apologize for the slackness of his boss!
Anonymous on 2010-04-01:
The washing machine should have been put back together. Period! Both the supervisor AND the employee should have apologized, and meant it! It's called customer service!
SearsCare on 2010-04-01:
Dear mmcnatt,

It is very disterbing to us to hear that you received such poor service and communication from our service department. Here at Sears we do value you as a customer and would like the chance to look into this for you. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the washer was serviced under and we will call you at your convenience. In addition, include your screen name (mmcnatt) in the email so we can reference to your case.

Thank you,

Shayne W.
Senior Case Manager
Sears Cares
Venice09 on 2010-04-01:
Apologies are great, but you can't make someone MEAN it. An apology would not have helped the OP get the washing machine working again. People can apologize till the cows come home but that doesn't get the job done. Apologies in this case would have just been an attempt to stall. They wouldn't have made this ordeal any better or any less inconvenient.

I guess I'm just not big on apologies. They are meaningless to me unless they are followed up by action, which I don't think was going to happen here. The real complaint is that this dragged on much longer than it should have, and that when a gift card was offered for the inconvenience, it never showed up. I think the tech apologized because it seems that some of this was his fault. At least he tried to get the machine replaced.

For me, good customer service isn't about apologies. It's about prompt and satisfactory resolutions.
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Sears delivery horror picture show
Posted by on
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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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?

Venice09 on 2010-07-20:
P.S. Love the title of your review!
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.
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
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 bankruptcy)
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Would not honor on-line price.
Posted by on
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 overheard 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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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.
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 won't.
FlShopper on 2010-02-22:
And where I work, we never give out our last names to customers.
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 a lot of crazies in this world and you never know if you're talking to one, do you?????
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.
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.
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, because 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
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.
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, that's it in a nutshell. Aren't we tired of walking away from stores empty handed from on-line inticements saying...Duhha...O..K?
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.
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 its 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.
Barryb on 2010-02-23:
Advertisement--"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 advertisement. I'm sure Sears, for legal reasons, have THEIR website and THEIR stores legally "separate". 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 supposed 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 surprise 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 response. 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.
jktshff1 on 2010-02-23:
Sears, got to 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.
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
jktshff1 on 2010-02-23:
good point pepper
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.
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.
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
8 (eight) MONTHS and washer still not fixed
Posted by on
Rating: 1/51
FREEPORT, PENNSYLVANIA -- In the last EIGHT months in dealing with SEARS(so called) REPAIR I have had almost every part changed on this less than 2 yr old machine. They have not DIAGNOSED the problem they are just GUESSING. I have had damaged parts delivered to me and wrong parts delivered to me. They tried to put a fridgidare pump on my washer. They have no co-ordination between their departments- scheduling appointments on their own when I did not yet receive the parts and without checking with me to see if I would even be available the day THEY scheduled. They have not sent me requested information (x3 requests) This experience after EIGHT MONTHS of getting no satisfaction is outragious and the machine is STILL NOT FIXED. I am tired of giving up my days off to wait for service. Everyone tells me something different . The broken parts they shipped are sitting at my house- one person told me they should have been sent back to manufacturer and the technicians say to just throw them away. I have made way over what you would call NUMEROUS requests for a new machine which they said after 9 visits the tech could claim it unrepairable and I have had WAY over 9 visits. Attempts to communicate with Sears is a joke-- I get the standard apology but NO RESULTS !! and apologies are not fixing my machine. I recently had a heart attack and all this stress and aggravation is not helping. I requested to talk to someone higher up at their headquarters after informing them I did not wish to deal with them anymore and was told to call the number under my service agreement but as this whole fiasco has been like a three stooges act I doubt I will get any satisfaction there and do not want another eight months of hassles. I feel that if they cannot fix my machine in EIGHT MONTHS that they are incompitent. and the fact that they have not resolved my issue in eight months leads me to believe they are NOT interested and know less than nothing about customer relations nor do they care. If this was them they would not be waiting eight months for a resolution. Doesn't anyone care about doing it right the first time. I have become so angry about this issue it makes me sick to even think about dealing with SEARS REPAIR and I don't want them in my home. I will NEVER purchase a product through Sears and suggest that you don't either unless you want a big headache. Can SOMEONE OUT THERE HELP ME. PLEASE .
     
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ok4now on 2012-11-06:
OMG this has to be the appliance horror story of the year. Eight months and it's still not fixed? Shame on you Sears for treating a customer with a heart attack so badly. Samsung appliances have a horrible reputation. Many independent dealers and repair shops won't touch them. They are overly complex and have a history of the circuit/idiot boards going bad. This is an expensive repair and there is no guarantee it won't happen again. The parts are hard to get. Many repairman aren't trained on how to fix them.

Conclusion: Don't buy ANY appliance from Sears. Their customer service is non-existent and you will be sorry.
leet60 on 2012-11-06:
Take them to small claims court. It sounds like a good action to me.
KevinTX on 2012-11-06:
Wow.. go get 'em! I had a similar experience when trying to get the locked up engine in my Sears tractor replaced. After a FEW calls to them for their delay, they sent me $ to pay someone to mow my lawn! I thought that was nice. This is where it gets funny, Sears ended up sending me 7, yes, 7 engines... the first 4 were wrong, then they sent the correct engine three times. I would say they were a bit confused. THey DID come through for me, but it was certainly not 8 months worth of complaining. I would call their HQ directly and calmly state how long it's been, and that you REQUIRE a washer delivered asap. No more, no less. Let THEM handle it. I'm sure they have a model sitting collecting dust somewhere.
CUontheFlipSide on 2012-11-06:
I recently had a chat with the guy who has repaired our appliances for years. I was in the market for new kitchen appliances, and wanted his opinion on what to buy. He thinks that Samsung and LG make perhaps two of the best appliance lines... but... both companies have a relatively small presence in the U.S. and there are no stateside parts warehouses. This means that if something should go wrong, the part has to be requisitioned from Asia, and through somewhat of a language gap.
SearsCare on 2012-11-07:
yorkieluv5,
I am sorry to hear that we have let you down with the repair of your washer. My name is Liz and I am a member of the Sears Social Media Support Team. . I understand it can be very disappointing to have repair appointments and receive the wrong parts. In addition, I can see how frustrating it can be waiting over eight months and the washer has not been repaired properly. We would like to connect you with a dedicated case manager to speak to you. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (yorkieluv5) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Sears Social Media Support Team
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Service Tech broke washer
Posted by on
MONROETON, PENNSYLVANIA -- I purchased a separate five year contract on my washer and dryer. The contaract will be expiring in January and I was having some issues with the washer spinning for long periods of time. I called Sears, scheduled an appointment and the tech arrived at 8:15 AM. He was finished after installing a new computer board in the washer and stated the washer was now fixed. OK, now comes the laundry! I threw a load in about ten minutes after he leavs and the water is not dispensing the soap into the water! WTH? I call Sears immediately and inform them the washer does NOT work and the tech needs to come back! Okay, this was all of 15 minutes after he fixed it......I was told that the service center would have Al call me and I waited. An hour and a half later I called again and advised he had not called me and had not returned to fix the washer......they transferred me to the Customer Service Resolution center. I was given a new service tag number and advised that Al would return between 3-5 to repair the washer that he broke! 5:00 comes and goes and NO Al! I call the service center at 6 wanting to know where he is and explain the entire days issues with this ---- oh, well the routing center in my area is now closed, too bad for me. This is after I am told I will just have to buckle down and go to the laundry mat! Yes, a Sears service person told me that?! OK, Al was supposed to call us, never does, Al will be back to fix the washer, never shows up! OK, now I am told it will be 2-3 weeks before a technician can come out to fix my washer that the Sears technician BROKE! What am I to do? was told they will not do any more than that! Really? Take my money and give me a [snip]? Hmmmm thinking that is not really acceptable! Sears can kiss my %#*^% -- I will NEVER buy another product from them and I will file a complaint with the BBB! I purchased a product from them, purchased a service from them and now my product no longer works because of their service! Does anyone see anything wrong with this whole picture????
     
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Venice09 on 2011-11-19:
This is another perfect example of why purchasing an extended warranty is not practical. Warranties are not the answer. Consumers need better quality appliances.
At Your Service on 2011-11-21:
Thank you for cleaning up the post. I don't think a lot of people realize how poorly a review reads when using such profanities. It really does degrade whatever it is the O.P. is trying to state.
Venice09 on 2011-11-21:
There are worse profanities than poorly chosen words. In this case, I do not believe the review was degraded. I thought it showed the level of the OP's frustration. Carefully chosen acceptable words can be more profane than words that are unpopular. I would rather hear a sincere person use profanity than an insidious person using acceptable words.
Anonymous on 2011-11-21:
Best answer, Venice.
At Your Service on 2011-11-21:
When a review is written so that it has to be either edited or deleted, it has been written poorly.
Venice09 on 2011-11-21:
Only if someone complains.
SearsCare on 2011-11-22:
Brenda118 –

My name is Robert with the Sears Social Media Escalations team. I am very concerned about the following information that was posted. I came across your post and I wanted to reach out and offer our assistance. I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. How can we help? We'd like to better understand what's caused you to feel this way. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item 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 (brenda118) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,


Robert B.
Social Media Moderator
Sears Social Media Support
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Repair Service & Warranty
Posted by on
The service and repair offered by this company is less than desirable. We bought a washing machine from Sears and within 2 years it stopped working. Four weeks ago, we dragged the heavy machine back to Sears for repair, only to take it back to our home again with $200 dollars out of pocket for a bogus "warranty." The tech took a look at it and ordered a part for it and told us they would return the following week to install it. The next week came and we had someone waiting 4 hours for them to arrive, only to find that the appt was changed without our knowledge to the following week. The 3rd week came and the one man finally showed up to the house at 11:30am informing me that he couldn't do work until the 2nd guy showed up, and so slept in his van for an hour until the other man came around 12:30 (take into consideration that the time in which they should do the repair is between 8-12). The men opened the box to find that the piece that had arrived had some crack on it.

They promised that they would do an emergency 2-day delivery and have a tech come in and fix it. Knowing that the service was unreliable, we called the repair services to totally ensure someone would show up to fix it. Not to mention it had been almost 4 weeks without a washing machine and we have a trip to a different country in a few days and need to start washing and getting our clothes ready! So we had someone wait from 8-12 AGAIN, and no one showed up-so when we called they said they had no techs available and that someone could come the following week.
So now, I'm left dragging all our clothing to various family members and launder mats to wash 4 weeks worth of clothing for our trip.

Sears is unprofessional, and unreliable. Definitely choose to buy appliances at another store, or this may happen to you... and DO NOT get their warranty to rely on their repair services. The worst appliance experience I've had hands down.
     
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At Your Service on 2011-09-01:
It sounds really frustrating. An unexpected breakdown never happens at a convenient time, but it sounds like it definitely wasn't ideal whereas you're leaving the country. Imagine the anger if you had to pay in order to repair the 2 year old appliance. At least it's being handled under warranty.

In reading your account, I would question why you "dragged the washer back to Sears for repair"? The repair would have been able to be completed on-site, so taking it upon yourself to drag it back make no sense.

Unfortunately, it sounds like the part was sent out "cracked"; but at least the service person caught it prior to installing it and just leaving. As maddening as this may seem, it was the proper way of handling the issue that was otherwise beyond their control.

I would agree that they could have been better with communicating their availability and appointment schedule. There is never an excuse for just standing up a customer.

Hopefully you'll be back running soon.
SearsCare on 2011-09-01:
Dear xxxmalusweetyxxx,
I want to apologize for all the trouble you have had with getting your washer repaired. From your post I can see that this has been a very frustrating experience and that it has yet to be resolved. I know that your time is valuable and I can certainly understand your upset at having to wait so long for service and then to have the part cracked in addition to having to reschedule the repair. We would very much like to speak with you regarding your washer repair to see what might be done to resolve the situation and alleviate the frustration experienced by you and your family. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will contact you directly. In the email, please provide a contact phone number, the phone number the washer is being serviced under (if different than the contact phone number), and please do include your user name (xxxmalusweetyxxx) for reference to your issue. Again, we are very sorry for any inconvenience and thank you for the opportunity to assist you with this issue.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
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Quick, easy and done right!
Posted by on
GREENFIELD, WISCONSIN -- Our washer of 11 years just died on 4/12/2011. I ordered a Whirlpool 5.0 cu. ft Cabrio online on 4/13/11, the earliest shipping date was 4/15/2011. I received a confirmation call on 4/14/2011 at 5:50pm. The automated service asked if someone over the age of 18 would be present at the time of delivery (you have to press 1 for yes and 2 for no) and it stated the delivery would be between 2:15pm to 4:15pm.

On the scheduled delivery date, I was tending to my 2 year old and missed a call at 8:26am on 4/15/11. I received a voice mail from the delivery crew stating they were in the area and could delivery it earlier if I was available. No return number was left and the call came in as blocked on the Caller ID. I called Sears customer service and they sent a message to the crew asking for a call back. They called back at 12:59pm and said they would deliver the washer around 1:30pm. Great!!!! They promptly arrived at 1:30pm. The delivery crew all introduced themselves right away and confirmed the washer info. and haul away info. They asked where the new washer should go and any special instructions from me. There were three men all together, but only two men did the actual delivery and install. One guy just took the machine off the truck and the remaining two did the delivery and install. They hauled the old washer away with no mess or fuss. They brought the new washer to my front door and had me inspect it for any damages. Once I "approved" the new unit, they brought it in and installed everything. Showed me how to use it and told me what kind of detergent to use since I could only use a HE specific detergent (aren't all detergents HE anyway?!?! But it was very nice they confirmed that info with me). They ran a cycle per the manufacturer's instructions, checked for leaks and problems. Before they left they asked if I had any questions. They had me sign paperwork and I had to confirm with a Sear's representative via phone that I authorized a haul away of an old unit. From start to finish, the delivery and install took 15 minutes!! They did not leave a mess. When they had to throw something away, the asked polity if they were able to use my trash bin (it was our laundry room trash bin full of lint). This is the second time we have used Sears delivery (first time we used Sears it was for a refrigerator in 7/2010)and both times it has been great!!! There are soo many bad reviews that I had to let people know there are good deliveries as well. I received my washer on the promised date and received it before the time promised! Perfect!

     
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Mrs.Cole on 2011-04-15:
Glad everything went well!! Enjoy your new washer!!
Venice09 on 2011-04-16:
Almost all of my appliances over the last thirty years have been from Sears, and this review perfectly describes my experiences with delivery. They have always confirmed the delivery the night before, arrived within the time slot and been courteous and professional. I am always perplexed to see all the complaints.

I hope you like the Cabrio. It doesn't usually get good reviews here so I'm curious to know what you think of it.
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