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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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Sears Is Very Deceptive and Won't Honor Warranty by Making Up Lies
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- I purchased carpet and laminate flooring from Sears in December 2012. I was assured by the Sears representative that the price we were paying was going to include a lifetime warranty that would cover any damages / defects to the floors for the life of the floors. In July, I noticed some cracks in one of the boards. Called Customer Service and they said someone would be out to take a look. Finally a gentleman did come out on August 5, 2013. While in our home, he got on his hands and knees and pointed out several defects in our floors. He took pictures of many boards that had begun to bubble. He asked me how we cleaned our floors and I told him all we have ever used is a Swiffer, as we were told this is an appropriate way to clean the floors. The gentleman asked how many extra boards we had in our home.

Since we had a box and a half left over from the installation, he said it would be easy to replace the defective boards. I had a party coming up and he promised someone by the name of Jeff would be calling me in 2 days to schedule the repair. I never received a call from Jeff or anyone else from Sears. I again called Customer Service after a few weeks to find out what was going on. After being transferred several times and hung up on, I finally spoke with Yolanda who gave me the name of my project coordinator, Leslie G. She gave me Leslie's e-mail address and I e-mailed her right away. Leslie responded the same afternoon saying she would contact the installation company to come take a look at the floors and perform the repair. I didn't hear back from Leslie or the installation company for several days.

Finally after a few more emails and calls to Customer Service, I finally received a call from the installation company to come out on Sep 7th. The gentleman who came out did nothing except look at the floors for an hour and state that since he was the original installer, this could not have been an installation issue...He argued that the product was defective and that is what was causing the bubbling. He counted 20 boards that needed to be replaced and since we only had 16 extra boards in our home, said he couldn't perform the repair. He said he would submit a report to Sears and then call us after the other boards were ordered. No call from him or Leslie. I repeatedly called the installation company and finally was told that this guy submitted his report and was waiting on Leslie to respond. After several repeated efforts to contact Leslie, I finally spoke to her on September 30, 2013. She stated that the installer submitted in his report that the bubbling was caused by us the customers cleaning the floors with soap and water and therefore, neither he nor Sears was responsible for the repair. I was livid at this point. This guy made up this lie so Sears wouldn't have to honor the warranty. I told Leslie this was a lie, but she did not care to investigate further.

I finally contacted the BBB and filed a complaint against Sears and Leslie. That finally got the attention of the corporate office, who contacted me within hours to discuss a resolution. First I was contacted by Yolonda, and then the case was transferred to Rogelia P. who is in charge of BBB complaints. Rogelia stated that as a one time courtesy to us, she was willing to replace the floors free of charge; however, she could not guarantee that the floors would not bubble again and she couldn't guarantee a delay in future repair requests. Wth? I asked her for the name of some dedicated Sears employees that I could contact in the future so I would never have to go through what I had to endure for the last three months. She declined. She set up the repair without confirming with me. A new installation company (I had requested a new one since the old one made up lies about us) came out this past Saturday, Oct 26th. We were never informed they would be coming. They had some boards in their van, but stated they did not have all the pieces to complete the repair. I had this new installation company look at the defective boards and they agreed it was a product defect.

After our discussion, I told them I did not feel comfortable replacing these boards with new boards from the same manufacturer - Mohawk. I called Rogelia P. and relayed this info to her. She agreed that someone dropped the ball about the appt since we were never called to confirm the day before. She asked the installers to leave since I did not want to replace the floors with Mohawk boards. She told me she would talk to her manager on Monday and get back to me about a manufacturer visit. No response from Rogelia on Monday, Tues, or Wed. I sent several e-mails to her and the BBB representative assigned to my case. Finally today Rogelia writes me and the BBB back saying she is going to retire my file since we cannot come up with a resolution.

They obviously are making up this water damage story so they don't have to honor our lifetime warranty. I have told Sears and the BBB a million times that we never introduced water to our floors. Never did water spill on the floors and we never cleaned with anything but a Swiffer.

I told Rogelia I would not pay anymore payments to Sears on my $5,000 floors. She said that was my decision.

I am so upset with this entire situation. Especially because we paid triple the amount that these floors typically cost just so we could have peace of mind with the lifetime warranty.

I am seriously thinking about getting legal counsel to deal with this situation since nothing else has worked.
     
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ok4now on 11/02/2013:
Your first mistake was choosing Sears for carpet and laminate flooring. At one time they were the gold standard giving customers great products, customer service and an iron clad warranty. Sadly this is no longer the case. They have failed miserably alienating many customers. Due to poor management they are closing many once profitable stores at an alarming rate. Customer service is a joke, even with an extended warranty.

If you fail to make anymore payments this will only hurt you and your credit score. Legal action will be time consuming, expensive and resolve nothing. Continue to resolve this issue with persistent phone calls and letters. Hopefully they will treat you right.
Tezrien on 11/02/2013:
A floor that can't be cleaned with soap and water? Wow. I think I would sue Sears and the Manufacturer for my money back and find a company that makes something that is actually worth installing.
nikalseyn on 11/02/2013:
Hindsight is wonderful and now you know why discerning customers no longer shop at Sears, especially for something like carpet or flooring.

Your mistake was in turning down the repairs with more Mohawk flooring. Mohawk is a very good brand and as long as you replaced the bad boards with new ones from a different batch you would have probably had no problems. You refused to allow them to replace the defective boards with more Mohawk boards and thus you defeated your whole purpose, which was to correct the problem boards.

At this point, I would contact an attorney who knows consumer/contract law and see what he advises. Perhaps you can withhold payment for services un-rendered, etc. I, personally think you made a huge mistake in turning down the repairs Sears finally offered. However, your experience in attempting to get Sears to actually do something should be a warning to others who are contemplating buying carpet/flooring from Sears. Best to buy from a local store who will actually stand behind his work, even if you have to spend a tad more.
Nohandle on 11/02/2013:
What on earth is a *lifetime warranty* and I am serious. There must be a number of years stated somewhere. With laminate flooring there is absolutely nothing wrong with a damp mop being used on those floors. How else does someone get the drips, dirt etc. up? Not with a dusting for sure. I do question the part about the soap.

Laminate flooring is NOT cheap. Some think it is but it's not. It has to be installed properly by a qualified individual with quality materials to work with to begin with. Someone needs to step up to the plate here. It's my understanding the installation crews contract with Sears. Then, I would think it would be Sears' problem to satisfy the customer.
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Sears - Terrible Store and Customer Service
Posted by on
Rating: 1/51
 

This is turning on a pattern Sears’s messing orders left and right. I took a look online and was surprise with the number of complaints against your company. I am having a problem with merchandise I bought on 07/06 paid for and I still do not received.

Please read my previous email sent on Fri, Jul 13, 2012 at 10:08 AM so you understand my saga wtthis order.

After talk to several peoples on Sears they opened a new case # 6115820 and Ms. Deidra [snip] was my case manager. I talk to her and she guaranteed that the Treadmill will be delivered on 07/21. She also promised me the $19.99 back, the delivery charge and she will give me a discount on the price of the Treadmill. I believed on her. On 07/18 at 10:09am I got an email confirming my delivery date for 07/20. I was not surprise by the mess Ms. Deidra created. I call her several times and she never answers. I was always redirected to her voice message what was very long to hear. Left several messages and she will not call me back. Finally I was able to get a hold of someone. Mr. Michael[snip] (Blue Ribbon Case Manager) he fixed the mistake MS. Deidra [snip] made. And he sent me an email confirming the delivery date for 07/21. I was very satisfied with Mr. Michael help. The delivery arrived on 07/21 but again was not able to deliver the Treadmill because when they open the box the Treadmill was broken and scratched on the front panel looking like someone step on the box. They them took the Treadmill back. (Second time). Today at 8:57am I got an email rescheduling the delivery for 07/26. There will be no one here to receive the Treadmill on this date. I again tried contact Ms. Deidra [snip] with no avail. She never answers her phone or calls me back. I spoke with Ms. Lori and Ms. Megan they both sent an email to Ms. Deidra to call me back. I also sent an email to her. She never calls me back. Tired of spend my whole day trying resolve your company mistakes I called again and got a hold of Mr. David on ext. 83 at 5:27pm. He setup the delivery for 07/27 after 6:00pm. Everyone that I talk to I asked to talk to a manager or supervisor and no one was able to transfer me to. I also asked everyone that I talked to who o talk to change my case manager because so far Ms. Deidra [snip]did not help me and was very rude and unprofessional on the phone the little times I was able to talk to her. I just hope that someone that can do something about this mess will read this email. I did not have any email confirmation on delivery for 07/27. I will only believe when I see on writing. So far I do not received any confirmation for the delivery date of 07/27.

Paula

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Email sent on Fri, Jul 13, 2012 at 10:08 AM
 
Dear Mr.
AGAIN I have had a very unsatisfying experience with Sears that I would like to bring to your attention

 I always believe everybody deserve a second chance to rectify any mistakes that had been made.

Took a lot of stress to resolve the problem I had with Sears back in December (See previous email ) but I make peace with.

 I bought a Treadmill at Sears on July/06 and paid extra $19.99 to be delivered on a time that I could leave work and be here to received. I need a treadmill for health issues. The delivery arrived on time on July/12 as was schedule but was not able to get the treadmill together because was missing connections of the display panel. The delivery man took everything back. I them call customer service, nothing was resolved. Them I call customer Relations to ask what will be the next step. I talked to Ms. Megan at 5:35pm and explained the situation and that I will not be able to miss another day of work to be here when the deliver arrived. She them told me on the phone that she reschedule the delivery for July/15 on  Sunday ( I was in shock that she will be able to schedule for Sunday) so I Could be home to receive. She also told me I will be receiving an email with all the reschedule delivery in about 2 hours. I do have an email but with information on a Customer Solution record opened # 6114549. I am still waiting for the email confirming the reschedule delivery.

This morning at 8:27am I got a call from Sears delivery want reschedule the delivery. What a surprise! I them call Customer Relations to found out what is going on. After I talked to Ms. Trina at 8:40 am she ask me to put me on hold so she can call delivery and found out what is the situation. After 8 minutes of waiting she never came back to the line and I was transfer to the delivery dept. Ms. Mary them explained to me that no reschedule delivery was made and that the only date available she have was the July/18. (Surprise, surprise)

 I am really disappointed AGAIN with SEARS. This is a joke with the customers.

Your customer service is the worst I ever knew. They just treat the customer as joke. We have many others place to spend our money but because we shop at Sears for a very long time we believed that our situation  before could be a one isolated mess up. We are busy like any other human been that work hard to paid their bills and leave a decent life, for that reason we plan our lives around the things we have to do day after day. We cannot be available to your company all the time. We BOUGHT and PAID for a merchandise and plan to receive the merchandise and start using. We cannot be punished for the mistakes of your company.
 
I am lost and do not know what to do or who I should talk to. So far everybody keeping play a game transferring my problem to the next person with no solution and on the top oft hat I need explained everything from the start.
 My only hope is that on the middle of this big company that is Sears will be someone able to help me.

Regards,
Paula
 
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SearsCare on 07/25/2012:
To Paula,

We will forward this on to your case manager.

Thanks,
Dianne D.
Social Media Moderator
Sears Social Media Support
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Wrong information
Posted by on
ORANGE, CALIFORNIA -- This is my second attempt at writing a review, sorry if it's not proper. I just wanted to vent a bit. thanks

It all started when I got new tires at Sears a few month before. About a week ago I started to hear a grinding noise on a Monday, so I figured it was my front brakes because that’s what it sounded like. Being cautions I just wanted to have it check since I’m not an “expert” at auto repair. I took it to Sears Auto Center at The Village in Orange, Ca. I told them specifically about the noise and that I thought it was the brakes. So the guy said they could check it for me and had to check all the brakes as company policy for $15, from there they would advise me on what needed to be done. I come back about an hour later and they tell me that “all the brakes a shot” they said the discs were fine but brakes were  Metal  we’ll come back to this in a minute. He advised ceramic brakes would be better. I asked him, are you sure they are metal? I remember having the brakes changed (with father in-law’s help) and I thought they were ceramic. Nope, they are metal they need to be changed and we can do it for $335?? Really! Of course I said no thanks her is $15 have a good day.

Now, why did I go to Sears in the first place you ask? Remember they are the ones where I got my tires. So when I went to check my front brakes I could not remove one of the lug nuts (Sears had cross threaded it). So as soon as I told these guys of that and I even dealt with the “manager” from the beginning he gave me some bull about how they had to do it with impact gun because it’s a 4000 pound car blah, blah, blah…. But then they hand torque it to make sure…hmmm. So of course they had to order the part and I said I will pick it up tomorrow, fine. I told them from the FIRST day to had torque the lug nuts after they “inspect” my car please. OK so I leave think great it is the brakes and I will do it. After I left Sears it was already late that day. So I was going to do my brakes the next day. Low and behold, what happened they cross threaded another freaking lug nut, so I called and they are like uh OK well bring it in. This is my second trip to Sears for their mistake.


I park the car in the bay and right away I get about 3 or 4 guys come at me what is going on what is the deal. So I say well you cross threaded another bolt and I told you guys to hand torque them. So one of the idiots apparently can’t here well, so he comes with hand torque (without checking proper pressure for the car) and starts to torque the wheel I pointed at and says there you go. I said, what are you doing? He looked at me like I was crazy and was like what did you want . I told you I cannot take a lug not off I’m trying to do my brakes! He looked at me dumbfounded again and started telling the other guys no it was the other side that we worked on. I said YES, it was but now you messed up another one on the other side! So remember how they had ordered the lug nut (which I found out they use Auto Zone to get parts) they got the right one. I’m sitting there and they said "we’ll order you another lug nut I will call you when it’s ready." I go walk around the mall and almost 2 hours go by and no call. I go back and they tell when I get there they said hey a couple more “went bad” so we need to order some but we will stay open and make sure it get’s done tonight.
Well a couple more hours pass and he is like OK parts are here and they are working on it now. So he comes about half hour later or so and says so you know your car, it has 2005 wheels on it mine Is a Nissan Altima 2003? I said how is that if everything is stock. Well sometimes dealers will do that?? Hmmm… so what’s the problem well they brought us the lug nuts for a 2003 Altima, but your car has the 2005 wheels. I said, that makes no sense because you already ordered 2 lug nuts previously and they brought you the right ones. How is it that they brought you the wrong ones this time? I left that night they took some lug nuts off other tires to compensate for the ones they had messed up. So I told myself finally I can do my brakes tomorrow and just pick up these lug nuts after and put them on myself.
HEY GUESS WHAT! They messed up yet another lug and when I called Sears what does the manager tell me? It’s the metal on these lug nuts they are not made very well….. blah blah, that’s because these lazy idiots are still using an impact gun and just telling me that they are torquing it by had. This time when I went back I stayed in the garage and kept telling them I want you to just take the bad on off and I’ll do the rest, well of course they messed up the stud (bolt that lug nut goes on) and they had to replace it. This time I stayed until (autozone) dropped off the stud and even then the manager kept saying I’ll have these guys put on the lug nuts for you. By this time I had the new lug nuts (4 of them) in my trunk. He said hey give them the lug nuts so they can put them on. I said no, I will do it just replace the stud and hand torque the lug nuts on that one wheel. Then the manager said let them put all the new lug nuts on the one tire and they can put the other ones back on the 3 other tires. I said NO, I already changed my back brakes leave those tires alone!
So I stood there and watched them had tighten (without the impact gun) and finally next day I changed the brakes. Now by this time I already bought brakes form Auto zone, when I finally looked at the front brakes they were still good. So I got to thinking and I took the old brakes back to Auto Zone and they were still under warranty. So I got approx $97 back (spent about $100 on new ones). Only my back discs needed to be replaced and front ones turned, this came to about $87. So all told I spent about $90 for a brake job that Sears wanted to charge me $330 for. These people are some of the best crooks you will find and maybe that’s why they are going out of business from what I hear.
     
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SearsCare on 01/17/2012:
Dear rguerra,

Please accept our apologies for the problems you have encountered with your local Sears Auto Center. I'm not sure how to adequately convey sincerity to you but you should know that we are here to help with this and any other Sears related issue you may be having or have had. My name is Robert and I am part of the Social Media Support Escalations team at Sears and we would like to look into this for you.


At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be frustrated 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 (rguerra) 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

clutzycook on 01/17/2012:
Yeah, these auto places, not just Sears, will rob you blind. Thing is that people either can't or won't do their own brakes and they don't know of anyone who can. Those are the folks who get caught up in that trap. As far as your lug nut issue, I'm sure that Sears doesn't hire the best of the auto school class.
Venice09 on 01/17/2012:
Good review. Thanks for sharing your story.
madconsumer on 01/17/2012:
thank you searscare for assisting with consumer issues on our site. we appreciate your efforts.

very helpful comment!
At Your Service on 01/18/2012:
Thanks Robert for offering assistance. It's good of you to try to help.

When you consider that rguerra was credited $97 for old breaks, of which there is no reason to believe any service center would do; and then he ended up doing his own labor, the $300 plus isn't out of line.
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You Get Lots of Apologies but No Action
Posted by on
PORTAGE, MICHIGAN -- What You Get From Sears Is Apologies and That is All!
 
I had shopped at Best Buy for Washing Machine and Gas Dryer to replace my 12 year old Maytag Neptune Front Loader.  I had their price in hand and went to Sears (I have purchased almost all my Home Appliances from them and returned because of customer loyalty, their reputation and reliability).  They had a Salesman my wife and I trusted and he was knowledgeable and helpful.  He matched the price at Best Buy.
 
On Sunday, May 15, 2011 I ordered an LG Washer and Dryer.  I also needed a 10' Drain Hose which was not in stock and ordered separately by my salesman as was a 10' Water hose ordered online by him for me.  Delivery and Installation (included) was promised for the following Sunday, May 22nd.  Later in the week, Sears left a message confirming the purchase and delivery/installation for Sunday.  On Thursday, my Father-in-Law passed away and Visitation was scheduled for Sunday and Monday with the Funeral Services scheduled Tuesday.  My wife and I discussed this matter and it was decided that I would stay home (my Father-in-Law's family lives in Sturgis, MI) and prepare for, wait for and assist with the delivery and installation (the following week would be the services and family to deal with as well as work and it would be inconvenient to wait as well).  On Saturday, a confirmation call from Sears came confirming Delivery and Installation with a 2 hour window between 4:45pm and 6:45pm.  I had also placed an ad on Craig’s List and a couple interested in my older Maytag Neptune Washer and Dryer (purchased from Sears a decade ago) agreed to purchase it for $300 and pick it up after Sears installation of my new Washer/Dryer as they were moving and needed it right away.
 
The day of delivery, I prepared the area and moved all obstacles for a swift installation and piled things in the nearby kitchen to get it out of the way of the installers (my hope was to make it easier and swift for the installers and to be able to clean it before my wife's return).  By 7pm no one arrived or called.  The store was closed at 6pm so I called the same number that confirmed the Delivery and Installation (the number also left with the confirmation call).  A lady (obviously outsourced) was polite and automatic but indicated there was no record of a Washer/Dryer purchase or scheduled Delivery/Installation despite my giving her my SALESCHECK number 011101265476 which she reported as "invalid."  She was very apologetic but insisted on connecting me to the store which I told her was closed.  However, after 45 minutes, she connected me to another woman (again, obviously outsourced) who I repeated my tale.  She insisted I had the wrong department, was very apologetic and gave me the original number I called to call back.  When I explained that it was that number I had called, we got disconnected.
 
I then called the number again and repeated my story a third time.  We went through an identical process with identical results with the included obligatory apologies.  After an hour and a half of wasted time on the phone and a day of preparing (and not being with my mourning family), I gave up and decided I had it!  I had passed frustration and my blood pressure was immeasurable.  The couple who had come for the old Washer and Dryer could not wait and my $300 sale of the older Washer/Dryer went dry (they did not want to disconnect the Gas Dryer or Washing machine themselves and my wife would not let me disconnect the gas).
 
On Monday morning, my wife and I decided it was not worth it and we would no longer do business with Sears (I had spent well over $10,000 at Sears the past 5 years and had plans for remodeling which would have meant much more).  I again tried calling Home Delivery (the store would not open until 10am and I had to go the Monday's Visitation for my Father-in-Law).  I got the identical run around as again as they could not find the purchase (they did find the order for the Drain Hose). 
 
At 10pm I called the store and discussed the events with my salesperson.  He was appalled and offered many apologies.  Afterwards many calls back and forth, he stated the Manager was also angry but to save the sale would pay for the Washer’s 3 year extended Warranty ($199).  As this would not even cover the cost of the lost $300 sale on my older Washer/Dryer, much less the lost time, aggravation and stress, I told him that this was not satisfactory (it was like being offered free dessert from a restaurant that just served an awful meal with terrible service).  I have lost my trust in Sears.
 
In summary, I had gotten two confirmation calls for an item Sears could not find a record of purchase or scheduled delivery and did not deliver as promised or notify me of their inability to deliver.  I have been more than inconvenienced and angered.  I cannot purchase the items elsewhere as my credit card is maxed out on this Sears purchase.  I lost the sale of my older Washer and Dryer ($300).  I do not have time or patience for this and I have lost my confidence and trust in Sears Holdings.
 
I am not alone with my story.  There are several sites online with complaints from customers about Sears Home Delivery.  One for example is :
 
http://www.complaints.com/directory/2005/may/24/4.htm
 
This one has complaints from 2005 to present!  Many are very similar to mine.  I am sharing this event with them and other sites to help others from experiencing the same frustration and disappointment.
 
One thing for sure, I got a lot of apologies from Sears employees.  If they backed their apologies with action, I would be happy.  If they gave me a dollar for each apology, the cost of the Washer and Dryer would be covered.  But alas, I just got lots of apologies.
 
 
     
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SearsCare on 05/26/2011:
Washed Up,

I'm very sorry to hear that your delivery has not gone as you expected. Putting myself in your shoes, I wouldn’t blame you for being upset. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer and dryer was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide your screen name (Washed Up) so we can reference your case. Again, I apologize for any trouble we have caused but we do appreciate any opportunity to help.


Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support
JBard on 05/31/2011:
Golly, after reading through your loong story, I was hoping to hear how it all came out. Did you cancel the sale, and demand your money back?
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Stay Away from Sears Appliance Layaway
Posted by on
WEST MIFFLIN, PENNSYLVANIA -- 3 weeks ago my husband and I decided it was time to purchase a new refrigerator. After doing a lot of looking and research, we decided to go to Sears to get one. Now, we don't buy appliances on credit, we make sure we have the cash first, as we don't see the point in paying more for an item than its worth. Since we had a savings check come in, we decided to use part of it to buy a new fridge, since ours was on it's last legs. So, we deposited the check on a Thursday, went to Sears on Saturday. (my husband works construction, and it was one of few Saturdays' he had off) We found a refrigerator that met our specs for size, style, and brand. We put in on layaway, intending to pay off the layaway on the next Tuesday, which we did.

The problem was that once I paid off the layaway, the delivery date couldn't be changed to anything earlier than the middle of January. See, when you put an appliance on layaway at Sears, the delivery date is automatically set for when the last scheduled payment is due/made, and apparently that delivery date is set in stone. It also doesn't help that Sears customer service is not in this country...I spoke to several women who had horrible English, and repeatedly told me that the date was set there was nothing they could/would do.

I called the local Sears here, and got a hell of a run-around from the people working there, too. This was the Wednesday before Black Friday. It was very frustrating, to say the least. Finally, on Black Friday, after calling the service center again, explaining that I had paid off the appliance and wanted it delivered earlier than the date on the receipt, I was still being told by the nice Indonesian woman that tough, that's the way it is deal with it. After getting a bit angry, she offered me 10 percent off the price I paid for the fridge, but did nothing to change the delivery date, and then she offered me a 50 dollar gift card for my aggravation. I told her no, I wanted my fridge. So I called the Sears where I made the purchase, got through to a lovely young woman named Cindy, explained the situation, and added that if I didn't hear from someone within the hour I was bringing the receipt back and demanding every cent I had paid for the fridge and the 3 yr. warranty. Not something they want on Black Friday of all days. Within 30 minutes, I got a call back saying that my fridge would be delivered the next Monday, which it was, surprisingly.

My complaint, as such, is that Sears seriously needs to revamp their program. It's great that you offer layaway on appliances, however people can and do pay those layaways off early sometimes. Why set the date for delivery when the layaway is made, why not wait until its paid off? Would that really be so hard? I know, logistics and all that good crap, right?

Wrong. Bring your damned customer service back to this country, and give them the ability to actually do something for the customer. Those idiots in Indonesia don't do anything but take your money and make you look bad, all the while laughing at you behind your back.
     
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Venice09 on 12/10/2010:
I didn't even know Sears had a layaway program for appliances. If your old refrigerator was still working, why didn't you accept the ten percent discount and $50 gift card? I think that was very generous. I would have taken it and waited for delivery. You also could have charged the refrigerator, had it delivered right away, and paid the bill when it arrived. Assuming you have a credit card, that is.
Skye on 12/10/2010:
I always see the commercials for Sear's appliance layaway. They've been running it here, since the summer Venice. Who would of thought you could now put appliances on layaway!

OP, this is a very helpful review, for anyone interested in purchasing some new appliances on layaway. I can understand, because they allow you 8 weeks to pay it off, so then delivery is going to be 8 weeks down the road. Now others will know if they pay the layaway off early, that will not move their delivery date any earlier.
Venice09 on 12/10/2010:
I guess I never thought of putting appliances on layaway because most people buy them when they are needed, which is usually right away. The delivery date might not be flexible because they have to make sure it's in stock. Maybe they actually plan ahead to make certain layaway items are in stock when the final payment is due. I don't know. I never thought of this before. This is something the customer should find out at the time of purchase.
Skye on 12/10/2010:
Excellent point, regarding stock Venice. I think layaway is a great idea, if someone is planning on remodeling, and won't need the appliance's immediately. It allows them time to have work done, pay off the appliances and not have to worry about any future credit card payments.
Venice09 on 12/10/2010:
Yes, I thought of things like remodeling or moving. Then layaway would be a great idea. The delivery restrictions should be made clear to the customers so they know where they stand.
bcd on 12/10/2010:
Why bother with a three-day layaway?
Venice09 on 12/10/2010:
That's the part of this I don't understand, bcd. This really wasn't a layaway. It was more a matter of waiting a few days for payment. I think there was some miscommunication between Sears and the OP at the time of purchase. This is where credit cards come in handy.
jktshff1 on 12/10/2010:
bcd, simple, if you use cash only, an item may be on sale for a day or so and be in between $$$ coming in. Put it in the layaway for a little downpayment, pay it off when you get the $$$. Good fiscal responsibility.
Venice09 on 12/10/2010:
Considering it was only a matter of days, I'm almost certain Sears would have held the merchandise and the price with a small deposit until the OP came in with the cash. That makes more sense than setting up a layaway. From my experiences, Sears is pretty accommodating when it comes to things like that.
SearsCare on 12/11/2010:
Dear heliot,

I'm reaching out to you here after reading your post to extend an apology and offer assistance. I'm terribly sorry for the delay and frustration with your fridge delivery. I'm sure this was nothing short of irritating and inconvenient to say the least. My name is Scott and I'm with the Sears Social Media Support Team; we'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (heliot) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Stuart Wyman-Cahall on 02/09/2012:
I thought Sears was extraordinariply gracious, actually. I think we may take advantage of their layaway program after we do our taxes and see if we owe/refund.
Jeff on 05/20/2012:
I didn't put an appliance on layaway,rather a lawn mower.I ended up paying it off early and gong to the store to pick it up the same day I paid it off...no problems.Maybe different with appliances,I dunno.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
I am now a former customer
Posted by on
Rating: 1/51
AUBURN, MASSACHUSETTS -- I received a pair of gold hoop earrings as a Christmas gift. I don't wear them every day, and I am very careful with them (off OR on). I was putting them on yesterday, when one hoop snapped into two pieces (later discovered there was another crack in the same hoop).
I took the receipt and the broken earrings to the jewelry counter. The clerk looked at my receipt and showed me the return policy listed on the back - 90 days...but my earrings are broken...the hoops shouldn't snap in half after six months.

Called the manager over. He did the same thing...showed me the return policy on the back of the receipt. He told me if I had purchased the 'care policy', I would have been covered. I reminded him that I received them as a gift. Told me there was nothing he could do. I said to him, "it's too bad you opt to lose a customer instead of giving me a store credit to keep me happy."
I asked for the corporate headquarters phone number. They wrote it down and I went on my way.

I dialed the number they gave me. At the other end of the line, I was told to press the star key, and I would get a text. Oh, I got a text alright, the text told me I would be charged $9.99 for a locator service, unless I replied STOP. WTH? I immediately called the jewelry department and told them about the number they had given me. She offered to transfer me to the office. I spoke to someone in the office, who asked me what the number they had given me was. Come to find out, they had TRANSPOSED the digits when they wrote it down. UGH! I told the woman in the office that if my cell phone is charged, she will be hearing from me again.

I proceeded to look up the corporate number on line. The first time I got through, the woman asked for my name. No sooner had I told her my first name, and the call was disconnected. Great. I called right back. The receptionist said if I give the next CSR my phone number, they can find Pam - the CSR I was speaking with.

Ha. After 10 minutes of waiting, a CSR picked up. I told her I had been disconnected. She said, "there's no way we can find out who you were speaking with"...funny...the receptionist said you could. Anyway, I didn't want to fight that battle...they were already on strike two.

Once again, I told the CSR the story of how the manager told me there was absolutely NOTHING they could do - even with the receipt in my hand. She told me she would submit my complaint and the department that handles complaints would look into it. Oh, and she'll send me a $10 gift card for the phone number hassle. GREAT. Too bad I'll NEVER shop at Sears again! If/when the card arrives in the mail, I'll be cutting it to pieces and sending it back.

My issue isn't really resolved. I have a broken pair of earrings - which is embarrassing to the purchaser, and I've got a bad taste in my mouth - they wouldn't even settle for giving me a store credit. Even with the receipt in my hand. Ridiculous!

So if I hear from the complaint department, I'll be very surprised. In my opinion, the CSR may as well have said she was sending it to the dead letter department.

I stopped shopping at Sears about 15 years ago, after a horrible experience in the photo department. I wrote a letter directly to the president of the company back then, expressing my displeasure with the photographer and that day's experience, and never heard one peep back. Stores that don't respond to complaints don't get my business.

And to Sears - just remember - bad word of mouth travels faster than good.
     
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frak on 06/22/2012:
Maybe you could donate the gift card to a food kitchen or a friend or someone else who might be able to use it, rather than just cut it up?
myagappi on 06/22/2012:
I'd rather give my own money to those causes. I'm trying to make a point to Sears, since they don't think they should try to rectify my situation. they'd rather have a disgruntled former customer than a happy current customer.
danie1442 on 06/22/2012:
I agree with Frak, if you don't want the gift card, give it to someone who can use it.

I understand you are upset that the earrings broke but, the agents were correct. If you did not have a coverage plan for them it is a lost. Your receipt spelled that out. I am not shocked Sear's sells bad products though.

As a rule, I always purchase a warranty/protection plan for gifts I give or things I buy for myself if it is offered. If I want the product around for a while, I make sure I have it covered. If I get a gift and there is no protection plan, I take my gift receipt and buy one.

This sounds like a hard lesson learned.
clutzycook on 06/22/2012:
What was the brand name of the earrings? I'll bet they were not made by Sears. Perhaps you could contact them and see if there's some sort of warranty that applies?
myagappi on 06/29/2012:
danie1442 - regardless of what the receipt says, stores have the ability (and the duty) to keep a customer happy. they lost a customer (of over 40 years) because of a $60 pair of earrings. how crazy is that. I've worked in retail, and if you want to stay in business, you keep the customer happy. If you buy a protection plan for every single item you purchase that offers one, you must have money to burn. All they had to do was stand behind their product. A product that was used intermittently and taken care of when not in use should not break into pieces in six months - and they should recognize that - care plan or not.

cluzycook - not sure. I thought they were Sears brand.
eman on 04/14/2013:
I absolutely agree with you Sears has the worse return policy I ever experienced because I returned an item cost me over 900$ coupel weeks after the stupid 30 days they give u n never mention anything about when they sell u the item there forcing me now to spend that amount in the store in order for me to return. And now I have to buy stuff I don't even need for that money other wise keep that item n not return so they make sure to make you're life miserable but for me I learned my lesson n this is the last time dealing or buying from Sears and I will make sure to share my experience with family and friends.
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Siding Disaster and Sears Mismanagement
Posted by on
MASSACHUSETTS -- If I wrote the entire story here, no one would have the time to read it. Here's the much abbreviated version:

1. Incompetent project manager. Did nothing and left that role to me (the owner).
2. 1st crew - subcontracted to an incompetent bunch from "Better Built" in Littleton, MA. These guys didn't know what they were doing at all. Their work looked like crap. Insulation was a joke. They cut little pieces to put them where they had to nail the siding. Big 5 inch gaps between the insulation scraps. They used nails that were too short for the entire job. I complained daily and was told by the incompetent Sears project manager that a foreman would show up but no-one came until after the work was done and I refused to sign off. I seriously doubt these two clowns were even legal to be in the US (only one spoke any English).
3. 2nd crew - Arriving having been told they were coming for a half day fixup rather than the 1 week redo I had been promised. I went over the work again with that person and his crew did one day of work the next day and then didn't come back because of a dispute with Sears.
4. 3rd crew - Again arriving having been told they were coming for a half day fixup rather than the 1 week redo of the whole job. Apparently Sears lies to their contractors to get them on site. Both the 2nd and 3rd crews told me this happens all the time with Sears. This crew is committed to other jobs and has to spread the work over many weeks to finish.
5. Power is lost in several circuits in my house for weeks. The electrician Sears sends doesn't ground the lights on the outside of the house and gives me the wrong answer on one of the damaged circuits in my house. So I buy another dimmer switch and that one is immediately blown. As bad as the siding installers were, this electrician was a danger to our lives. Several electricians later and after 6 weeks we finally got light restored in our dining room again so we could eat as a family. Interior walls cut into fix the damaged wiring. Believe me I'm giving you the highlights, there's a lot more to this story.
6. Damages in addition to the electrical wiring. The railing on my front porch was never fixed and looks poor now. Part of my deck was damaged and can't be fixed without resurfacing the deck because the material is about 7 years old and is no longer available. My phone lines were pulled down by their truck going off the road. I believe I'm going to have an icing problem on my driveway this winter because their truck went so far off the road I think it crushed my drain pipe along my driveway.
7. Sears didn't address a problem with my eaves which was in the contract. Didn't wrap the doors the way the sales guys said. Actually they did one and not another. The guy actually stood there and told me that couldn't be done and I showed him the other door they did. I had to do part of the work in the contract for the first crew because they didn't know anything about it. The 3rd crew redid that but I never should have had to the first time. I won't let Sears come back for any of this. I don't want them near my property.
8. Throughout the 3 month ordeal I was reaching out to Sears customer support, Sears social media support, escalating to senior managers (who would not call me back), but there was no venue to resolve this mess.

In the end I complained until we settled on a 15% discount, but honestly they didn't deserve to make a dime on this fiasco and I'm sure they still made a lot of money. These disgruntled crews told me what they were being paid and it was a small fraction of what Sears was charging me for their "Premium" package. Comparable material costs are all easily found online. I will never use Sears home improvement again. They were deceptive and incompetent from the beginning and throughout the whole process. I live in Northern Massachusetts and I highly recommend you find a local company for siding and gutters, NOT Sears.
     
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SearsCare on 01/10/2012:
Dear steve.McAfee,


I’m so very sorry that you’ve had these problems with your home improvement experience. You should not have encountered this situation with our business partners. We are doing all that we can to put resources in place to combat this as we do with every home improvement but we can’t hire just any body off the street to come into your home and work on your home improvement. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation.



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 we will call you directly. Also, in your email, please provide the screen name (steve.McAfee) 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



Julie E. on 01/22/2012:
We have been having a situation a lot like yours. Absolutely no help from Sears. They just want a quick buck and don't care what they advertise or tell the consumer.
I do have to wonder how much Sears paid they people to make those testimonals about how wonderful the Sears crew and work was, cuz I have seen too many complaints for them to be true!!!
Julie W. on 12/01/2013:
We, too, are experiencing the same problems. Our contract was signed May 18th. It is December 1st. The actual work didn't start until the end of July...the first crew didn't have a clue as to what they were doing....the story goes on and on..had we have known we would have never signed with them.
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Bad Experience
Posted by on
I was contacted by Sears Home Improvement salesman after looking on line at their flooring. I set up the interview. After the interview, after all the promises, and the claims of exceptional warranty, my wife selected the linoleum she wanted in our house. We were contacted by David 803 739-7349 shortly after, and an installation date was scheduled. We had some issues with our existing flooring and all was explained to the salesman (Michael 803 397-1287). He assured us that everything would be taken care of, that's why it cost more than anyone else. Upon arrival of the installation crew, They pulled some of the carpet back, looked at the sub-floor, which was 3/4" tongue and groove OSB (Oriented Strand Board) and told me they could not install linoleum on that, that they had to install 1/4" luan over it first (which was not on the contract). They proceed to the second issue, (floor not level), told me that it also had to be repaired before they could install the linoleum. I explained to them that the salesman said that everything would be taken care of (he added into the cost). A phone call was made by the installers, and the cost went up. I told the installers I couldn't afford the additional charges, so they left. Angry, I called David (see above) and explained everything to him, his reply was this is an unforeseen problem, and my whole house was going to have to be covered with 1/4" luan, at an additional cost. I told him to cancel my order. I called his boss (Emilio 803 739-7341) and explained everything to him. He offered me a $400.00 discount. Being angry, with our house destroyed and barely livable,(we moved almost everything out ourselves) I felt $400.00 discount on a $8500.00 job was an insult, and told him to cancel my order. Now even more angry, he offered me a $700 discount which I quickly refused, and again told him to cancel my order. About a week later, my wife received an invoice, from the credit company, we went through, for a payment. I called GE Money, and found out that Sears had charged $2500 on the account. I explained the situation to the agent, she told me that Sears had not cancelled the order, and we were going to have to contact Sears Home Improvement. We tried to contact everyone on the contact list we were given by the salesman, with no one at home. We left messages, no call back. Finally after 4-5 days, I received a call from Emilio, telling me that we were going to have to pay that $2500 because it was a non-refundable deposit of 30%. More angry, I asked him when I could come pick up the product that was ordered for me. He told me that couldn't happen. I was frustrated and disappointed. I made a call to the District General Manager (Glen 803 739-7346) who, after going through our file, finding no cancellation order, told me that we had exceeded the 3 day right to cancel agreement, and he concurred with Emilio explanation. To make a long story shorter, and after explaining everythig to him, I came to the understanding, that they were not refunding our money, and that we were not going to get the product ordered for us. After telling him that was wrong and that I felt screwed over, he proceeded telling me that he could not return or resale the linoleum. He went on to say that he had all types of flooring in his warehouse, that he could do nothing with. I guess I'll have to pay the $2500 to the lender, however you can rest assured, I will not recommend, or have anything else to do with Sears.

Thank you for reading about my experience, and if can be of any help or offer any advice, feel free to contact me. Please excuse any grammar or spelling issues.

David Goodall
d. goodall11@Comcast. net
     
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SearsCare on 10/01/2011:
To d.goodall1165,

I'm very sorry for the horrible experience you've had with Sears Home Improvement. I completely understand your aggravation with the wrong information being given to you at the time of sale and I'm sorry that you haven't received more help with the cancellation of your order. My name is James and I’m part of the Sears Cares Escalations team and we value your as a customer. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to this issue and ultimately restore your faith in Sears. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the project was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (d.goodall1165) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
At Your Service on 10/02/2011:
This is an interesting review. At its face value, it would not make sense why Sears would not simply cancel the order and not charge the customer anything. I'd like to hear the merchant's side of this before I would feel comfortable coming to any conclusion. I could see Sears recommending an in home consultation, with measuring and the determination as to what was needed with the costs involved. If this was electively forgone by d.goodall1165, placing the responsibility for the order on the customer. If, however, this wasn't and was something that the Sears associates just didn't pick up on before giving the bid, then it would seem ludicrous for the consumer to be stuck with the order.

If it were me, assuming it was a mistake Sears made in their processes, I would dispute the charge with G.E. credit. G.E. credit should simply reverse the charges and go back to Sears for the payment.

I really would be interested to hear how this all turns out. Please stay in touch.
glsugo on 10/03/2011:
Sears sent a man to measure the entire house a couple of days after the initial interview. He did not cancel the order within the 3 day period because he was fine with the cost, and everything else. He didn't cancel the order, until they started adding cost. The salesman was told everything up front. David hid nothing. The salesman even said that he had added cost for the needed repairs. The salesman told him that the linoleum could be placed directly on the OSB. David can't login to answer, so I am answering for him. How do I know this information, I was there, I'm his wife.
d.goodall1165 on 10/23/2011:
I am happy to say, after I got the BBB involved, things worked out. I don't think I'll do business with Sears Home Improvements ever again. They have made this a difficult process.
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Never Ever Ever Ever Shop From Sears! Please Heed My Warning!
Posted by on
I would like to warn everyone about Sears Delivery. Please avoid them like the plague. I wish I had read these reviews before choosing Sears because in the end I had to cancel my order. We ordered new kitchen appliances from Sears - Refrigerator, Microwave, Dishwasher and Gas range. You would think with such a large order they would try to keep my business - but NO. Sears was supposed to deliver our items on September 9. We got a call a week before at 5 am on a Saturday from Sears, telling us our fridge is unavailable for delivery on the 9th. Because fridge is probably the most important appliance for us, I decided to change the model which was available. They agreed to deliver the Fridge on September 12 and send the remaining appliances as scheduled (Sept 9). On the date of delivery they called to tell us that they were running late (and since my building has time specifications), Sears said they would not be able to deliver until very late. While this may not sound like Sear's fault, we told them about the building time specifications at the time of placing the order. Needless to say, none of the appliances arrived on the 9th. They rescheduled delivery for the 12th. Again, the following day (Sept 10), Sears calls at 7 am to inform us that the second fridge ordered was unavailable. By then, from experience we knew that the Sears call center was full of incompetent people, who are not only powerless but also clueless. We went to the store to place an order for a third fridge that was available. We requested that in the interest of time they deliver all 4 of our appliances on Wednesday September 14. Again, we repeated the building time specifications (Delivery allowed between 10 am and 4pm). Sears called the night before the delivery to tell us that they had given us a time window between 7 am and 9 am, which is outside the building time window. Obviously, there is no way for us to request change of time window because the call center is full of useless people. The appliances arrived the next morning at 8:40 when the building would not allow delivery. I called Sears and was told that someone would call me in the course of the day to tell me when they would deliver the appliances (the same day). No one called. I had to call Sears from my office and spent 3 hours trying to find someone to help. Needless to say, no one could help me connect with someone who has decision making power. They wanted to reschedule delivery for almost a week later. Finally understanding my frustrations, one delivery manager told me she had spoken to the warehouse and scheduled my delivery for the next day (Sept 15) and that Sears would call me between 6pm-9pm the same day to confirm the time window. I repeated the building time specifications about 25 times. As expected, no confirmation call between 6-9. When I called Sears for the Nth time, another clueless call center person told me, that while he saw that Sears had promised me delivery the next day, they were unable to fulfill their promise. After spending 4 hours on the phone with Sears, I hung up at 9:30 pm, finally canceling the order. We went to one of Sears' competitors around 10 pm who delivered the appliances the next day. Dealing with Sears has caused extreme emotional distress (because they just don't understand the simplest things, even after you explain it to them 20 times), monetary loss and cost me time. Additionally wasted my aunt's time who came to help us with Sears delivery. So, please heed my warning - it will save you time, money and mental anxiety.
     
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Venice09 on 09/15/2011:
Yes, dealing with Sears can be hazardous to your health. I'm glad you survived.
At Your Service on 09/15/2011:
I can't say I blame you a bit. Unfortunately, if you check some of the other big box stores, you'll be able to find similar complaints with them too.
Venice09 on 09/16/2011:
I guess there just aren't any reliable appliances or stores anymore. What a sad situation.
SearsCare on 09/17/2011:
To ayotimittra53,

I came across your post and I wanted to reach out and offer our sincere apologies for the issues you had with Sears Delivery. Someone should have explained, after the first incident, that there are options on the automated call (the one received the night before a delivery) to speak to an associate if a time window does not work for you. I realize that this information is "too little and too late" however, we do appreciate you as a Sears customer and would like to discuss this further with you. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help resolve your issue. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following screen name (ayotimittra53) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
At Your Service on 09/17/2011:
Thank you so much James. Your additional efforts are appreciated.
Dave m on 08/22/2013:
I agree the delivery for my appliance was completed by two apes who damaged it trying to wedge it through the doorway without removing the doors. I advised them to take it back. The next attempt was the same thing two apes who scratched the hell out of the doors trying to wedge it through the doorway without removing the fridge doors. I can see why Sears is having financial troubles.
SearsCare on 08/23/2013:
Dave m,
My name is Liz and I am with the Sears Cares escalations team. We are terribly sorry for the mishaps you have been experienced with the delivery of your refrigerator. From your post we can see that we certainly have let you down and would like to offer some assistance. We would like the opportunity to speak with you to address your concerns and provide proper feedback. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you have been assigned to reference your post (Dave m), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
CM331 on 12/03/2013:
I also wish I had researched these posts before buying from Sears. They simply failed to deliver my stove and refrigerator on they day that they had confirmed just the night before. Then trying to deal with robot-like people on the phone was a nightmare. They could not help me and kept placing me on holds which eventually disconnected. Then to make it up they wanted to give me 10% off a future order from Sears. Ha Ha Ha there will be NO FUTURE ORDER FROM ME FOR SEARS.
SearsCares on 12/03/2013:
Dear CM331,

We appreciate you for letting us know about this situation, and we apologize for the inconveniences faced with the delivery of your appliances as well as for the level of customer service rendered when you reached out to us for assistance. My name is Edwin and I’m with the Sears Cares Social Media Support team. We’d like to look into this further, and have one of our dedicated case managers contact you in order to ensure proper resolution will take place. Please send the following information – contact #, screen name (CM331) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we hope to speak with you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
Sandi on 01/15/2014:
Purchased my gas range on 12/27/13 arranged for del on 1/10/14 on 1/9 received a call with 2 hr window 4:45 to 6:45 at 3pm got call they were running behind time moved to 5:30pm to 7:30pm at 7:00 got call eta of 9:30 pm called warehouse to reschedule got time for 1/12/14 they came but couldn't install because of where shutoff valve was so called my plumber and called Sears back to rearrange delivery for Tuesday 1/14 in the afternoon due to when the plumber was coming next thing I know I was getting call saying they would be here between 7:30 and 9:30am called back to let them know needed them there in pm was told OK next day they showed up at 8am so again had to send them away called warehouse again was told it would be scheduled for between 3pm and 5 OK the next day OK then I get a call saying 2 hr window is between 5pm and 7pm so I call back girl says she will put note saying to come closer to the 5pm time as I told her I go to bed early due to having to wake up early now keeping fingers crossed they get here close to 5 and not at 7 . I have been a long time cust of Sears but will never buy another appliance from them again their delivery service is the worst I have never in all my years had an appliance delivery after 5pm if u are smart go to another appliance dealer not Sears ever since they merged with Kmart they have gone downhill I cannot begin to say how stressed out this whole ordeal has me and they have the audacity to charge 69.99 for this subpar service
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Sears In-Home Product Repair Services
Posted by on
HOUSTON, TEXAS -- I am a former Sears / A&E Tech Manager and I understand everyone’s pain dealing with repairs with Sears and A&E Factory Service, which many of you know, are in fact one and the same company. And that’s why you receive the same service, or lack of service, whether you purchased your product at Sears or some other appliance dealer.

Many of us have trusted Sears and their products for many years. One thing we must remember about Sears is that “SEARS MAKES NOTHING” Sears sources their products from other manufacturers and places the Kenmore or Craftsman brand name on them. Consumers trusted the products they purchased from Sears, mainly because in years past, the products were quality products and although Sears didn’t manufacturer them, Sears stood behind the product, the service and most of all, were dedicated to ‘Customer Satisfaction’.

But companies in order to make shareholder’s money have cut costs on product components. Parts are manufactured overseas and that increases availability time and cost. Now, I have nothing against overseas manufacturing, many quality goods are manufactured overseas and it certainly enables the US consumer to live the American Dream, but we are not seeing the quality and longevity of products that we are accustomed to having in the past. Let’s face it, I don’t expect my DVD player to last as long as my refrigerator, but I do expect my refrigerator to last many years, or at least longer than my DVD player.

During my experience as a tech manager, I have seen many brand new $1,500 - $1,800 refrigerators stop cooling within a week after being delivered at the customer’s home. Most of the time it’s the ‘Compressor’, the heart of the cooling system, which has stopped working. Now the consumer can complain to the retail store until they are blue in the face, but Sears will not replace the unit, they will send out a technician, who most likely will not have this particular compressor in his truck stock. The technician will have to order the compressor and come back in about 7 – 8 days to evacuate the sealed Freon system, braze in a new compressor, test for leaks and replace with new Freon. Nor Sears or any other retail store wants this refrigerator back, why?? Because they can’t resell it as new.

In part, the lack of quality on major appliances is due to the consumer. Consumers want stylish appliances with 20 wash cycles or an in-door water and ice dispenser that enable us to have either ice cubes or crushed ice, water or juice, a clock and a cute illuminated night light. Very convenient, but we want all this convenience for a very affordable price. Manufacturers don’t want your refrigerator to last 20 years, as it did years ago. Sears just monopolizes on poor manufacturing. By the way, that electronic control board is about $500.00, + Labor. And if you’re fortunate, you’ll be within the warranty period or have paid for a Sears Protection Agreement.

As I said, I am a former Sears / A&E Tech Manager; I have heard many customers complain about the products and the service. So, possibly I can enlighten the consumer on the Sears / A&E In-Home Product Repair business.

Let’s start from the beginning. Mrs. Consumer has a problem with her appliance and calls
1-800-4-MY-HOME. This call is connected to a Call Center in Round Rock, Texas, where you will be greeted by a representative. If you are a first time caller, the Rep will need to create a new account for you. If you are a repeat caller, your account will be on their computer system. Your account will have the usual customer name, address, telephone number(s) and a list of all your appliances with purchase dates, model/serial numbers and whether you have a Protection Agreement on that appliance.

You cannot ask any technical questions to the Rep, because they only make appointments. You cannot be transferred to anyone for Technical Assistance. Your only option is to set up a service call on a mutually agreed date, either an AM or PM appointment. The Rep does one other very important part of their job description; they will “push the sale of a Protection Agreement (PA)”.

Protection Agreements are the life blood of Sears. Protection Agreement pricing structures vary greatly from product to product. They are historically and statistically priced by the cost and frequency of component failures. One important fact to remember when being solicited to purchase a Protection Agreement; once you purchase it… you are locked into Sears / A&E as your repair company. And once your locked in, you, as the consumer are locked in to missed appointments, late running technicians, waiting at least a 7 – 10 days for a part and the ultimate frustration, after waiting a week or so for the part, either the part arrives broken or once the part is installed, the appliance still does not work and another part needs to be ordered. And YES!! This happens daily in the life of as Sears / A&E technician.

Getting back to your service appointment date. Your service date is directly connected to ‘CAPACITY’. Capacity relates to the number of Technicians (that work on your appliance) and the geographic area in which you live. Capacity is fed into a computer by the Regional Routing Center. Daily capacity is built by the number of technicians scheduled to work in any given day by location and industry. Capacity is built like airline companies sell seats………… they overbook!!

Sears has the ability and does overbook technicians, why?? Because they know there is always the possibility that on the day of the scheduled appointment, either the customer has forgotten about the appointment and went out, or the customer has cancelled because of any number of reasons. But a customer, who has waited a week for a scheduled appointment for a refrigerator that is not cooling, will not forget about the appointment. Also, there is a process in place, which automatically telephones the customer the night before the scheduled appointment to remind them of the service call. The District Management also has the authority to force overtime capacity into the technician’s schedule, which they have done.

Everyone in the Sears Product Repair business is rated on PRODUCTIVITY. From the District Service General Manager, the District Technical Manager, the Technical Managers and the Technicians. Productivity within Sears / A&E is rated on the number of jobs (Service Calls) per day. When a customer is ‘not home’ or ‘cancels’ their scheduled appointment that reduces the number of service calls the technician has on his route that day. Sears will do everything in their power to insure a technician does not complete his route early.

There are many reasons why a Technician is late for their scheduled AM or PM appointment. I have already touched on the practice of overbooking. When a technician has a full route and there are no cancellations or not at home’s, most likely, the technician will run late on his/her AM appointments, which has a domino effect on their remaining route. Worst case scenario, the technician may not complete his/her route that day and service calls will need to be rescheduled.

Another reason why technicians run late is because frankly, the appliance refuses to cooperate and it takes longer than normal to complete the diagnosis and/or repair. One of the biggest complaints technicians have is that there in not enough time allotted for the repairs. Each repair is allotted a certain amount of time which equates to the number of parts to be replaced. I have seen the auto-routing software schedule 5 AM appointments for a technician, with considerable drive time to each customer.

Additionally, Tech Managers have been known to add emergency service calls to technician’s daily routes. Emergency service calls are added because of irate customers, who may have been rescheduled the day before, or a multi-attempt repair that has stopped working, once again.

When you call the 1-800-4-MY-HOME number to inquire the whereabouts of your scheduled technician, just ask to be transferred to the local district’s Customer Service Reps. The 800 number is a national call center, they don’t have access to the technician’s route. Ask the 800 number Service Rep to transfer you to the local district’s customer service Reps. It’s the local Customer Service representative that will be able to find where your technician is and when he should be at your home. It’s the local district customer service representative that will be able to get all the answers you need about your schedule, appliance replacements, parts status, and the Tech Manager responsible for your service and repair.

Another big frustration by customers are Reschedules. Reschedules at Sears are a way of life. Customers take off from work, wait all day for the technician to arrive and they never show. Why?? Well, overbooking can play a role in reschedules, adding an emergency service call to a technician’s route can also contribute to a reschedule. Some common reasons are sickness and truck breakdowns. When a technician calls out sick in the morning, there may be 10 -12 service calls on their route that day. Now, given the fact that technicians’ routes are overbooked by design, doesn’t provide an avenue to redistribute 10 – 12 service calls to other technicians. Also, technicians do get sick during the day and elect to go home prior to completing their route. And of course truck breakdowns, their mechanical and are subject to breakdowns. This also contributes to reschedules.

The last reschedule problem I want to touch on are two man, helper calls. Many service calls require a HELPER to assist in moving appliances or completing the repair. I have seen the Sears automated scheduling system schedule the primary technician as his first call of the day and schedule the helper as his 3rd or 4th call of the day. This frustrates the technicians and at times both the primary and helper never get together and the service call is rescheduled. It is the responsibility of the primary technician to contact the Regional Routing Center to find out who his helper is, than he must call the helper to see when they will be available to meet. Helper calls can be ugly to both technicians and customers.

Now, customers may or may not get a telephone call notifying them their scheduled appointment, the one they have been waiting for all day, will need to be rescheduled. Technicians will not make that dreaded phone call to the customer and frankly, it’s not their responsibility. The responsibility to notify the customer that the technician is running late or their service call must be rescheduled, falls on the ‘Router’ at the Regional Routing Center. And frankly these Routers get beat up by angry customers, who Sears once again disappointed.

Each Regional Routing Center has a Router, this person is assigned a group of technicians and monitors their route throughout the day. Technicians can contact their Router when they need to notify them of potential problems with their route, if they get sick and are going home or when their truck breakdowns. The Router also contacts the Tech Manager with technician issues and problems. Technicians will also contact their Tech Manager directly throughout the day with problems and issues.

Another problem that frustrates customers are product replacements. As I stated earlier, even a brand new appliance in the customer’s home will not be replaced, if it can be repaired. Sears and A&E are in the ‘Repair’ business, not the replacement business.

I have spoken to angry customers who have a Protection Agreement on their appliance who will argue to have the appliance replaced, because the price of the repair is more than the replacement cost. Customers must remember, Sears is in this business to make money. Technicians are paid by the hour and installed parts cost about half of what a customer is charged for the parts.

An In-Warranty replacement of a product is charged back to the manufacturer, a product replacement under a Protection Agreement is charged back to the District. Each District maintains a monthly product replacement budget, but will do everything in their power to repair the product and not replace the product. For this reason I have seen customers wait many weeks for a part that was on back-order to arrive, rather than replace the product. The only sure way to obtain a product replacement is, if it needs a part which is ‘NLA’ – No Longer Available.

It is the responsibility of the Tech Manager to forward all replacements for approval. Replacement approvals are generally reviewed by the District’s Operations Manager. The operations manager has responsibility for the districts budget as it relates to product replacements, technician’s tools, supplies, safety equipment etc. Once the operations manager approves the replacement, the retail store is sent a replacement authorization, generally by e-mail and the customer is notified to come to the store.

Another complaint customers have are that the technician wasn’t familiar or knowledgeable with the product they were supposed to diagnose and repair. I have already touched on the fact that some technicians cross train in another industry and do not possess the same product knowledge or experience as the technician who work on these products exclusively.

Years ago, manufacturers had technical representatives who would visit regional training centers and train technicians on new products. Manufacturers have stopped this practice of providing field training. Sears now has employed the practice of providing Computer Based Training (CBT’S) disks. Technicians don’t like the CBT’s as it doesn’t provide the same level of training by hands-on instructor training. Also, the time a Tech Manager can allot to training is minimal, at best.

Tech Managers generally have “Ready Meetings” with their techs. Ready Meetings are designed to give the Tech Manager the opportunity to get his/her technicians together to disseminate information, procedures, handouts, or update their SST’s. Many Ready meetings can only be scheduled for 1 hour, because remember, everything revolves around ‘Productivity’ and a technician cannot be productive if he’s attending a meeting.

Many Ready Meetings are held for mandatory procedural education by Sears. Procedural education has absolutely nothing to do with product troubleshooting and repair. I can safely say many of the technicians get their training while under fire at the customer’s home. Many new appliances technicians are sent to repair, they have never even seen before. I have been told by technicians they were embarrassed in front of customers, because they didn’t even know how to open up an appliance. At the very best, possibly the technician was given a training CD, but he was never given the adequate time to view it.

HAVC technicians at Sears are specialized. They had to go through formal training and have a certification in Freon handling. Again, Sears does try to hire experienced technicians, but experienced HVAC Techs are very hard to find. Sears will hire an HVAC tech right out of Technical School. Some technical schools are very good, some just teach enough to pass the certification test. Many HVAC technicians do not possess the troubleshooting skills to adequately diagnose and repair a problem the first time or the second or third time. That’s why there are so many repeat service calls for the same problem. And this is not just HAVC, this practice runs all industries. Sears will send a new technician out on the road with an experienced tech for maybe, 2 - 4 weeks of training.

This training focuses mainly on how to operate as a Sears tech on a daily basis, learning how troubleshoot and repair are weak at best. The tech must learn how to operate his SST (Sears Smart Toolbox), this is the metal laptop that each technician uses to order parts, reschedule follow up service calls and oh yes, to determine your service bill if this was a collect service call. The SST also has product diagrams which show the technician a schematic of product components, which the tech uses constantly.

The technician also has another alternative HELP Hotline, ‘STACK’. STACK (Sears Technical Assistance Center). Also located in Round Rock, Texas is a technical call center, providing additional technical assistance. They have diagrams and microfiche
diagrams to assist technicians in the field. But STACK is only as good as the technician is able to clearly communicate the problem. I have myself spoken to STACK and some of the complaints were that the technician wasn’t able to clearly articulate the problem.

Parts, lets talk a little about parts. I have been told by technicians and angry customers that when they called the 1-800-4-My-Home, they were told by the call center agent that the technician would have the part on their truck. In fact, there are many parts, hundreds of parts on each service vehicle. But the vehicle cannot carry every part for every model and manufacturer, it’s just impossible. Now there are two possibilities the customer was told the technician would bring the part, either the agent was new and shouldn’t have committed that the technician would have the part on the truck or the customer was angry and demanded the technician bring the part with him and the agent agreed, just to end the call. Yes I have heard about both scenarios.

You may wonder why the technician schedules his return service call 10 days out in the future. This is done because of the US Postal Service. Sears knows it takes at least this long to process the order and ship it out. Yes, the part will most likely arrive days prior to your scheduled service date, but to be sure the part does arrive, Sears uses a 10 day lead time, to insure the part arrives. Sears does not want to cancel a scheduled service call because the part did not arrive. (It’s a PRODUCTIVITY ISSUE). And yes, parts can be Emergency ordered, but technicians generally need to obtain permission from their tech manager before emergency ordering a part, why?? Because it is very expensive to emergency ship replacement parts. So who suffers ??. The consumer suffers.

Why does it take so long to get someone out to look at my appliance? Well, if it’s your refrigerator that’s not cooling during your home areas’ hottest months; good luck getting a service technician to diagnose your problem. These are the peak periods for ‘No Cooling’ and the technicians are normally swamped with calls. I have seen some customers wait for two weeks for a service call. And on the day of the service call, the tech called out sick and the customer had to be rescheduled.

The period of time, when you call for service and when you can obtain a service date is known by Sears as “State of Service”. State of service can be all over the calendar. If you call for service and you are not happy with your appointment, call the retail store and complain. The retail stores have a relationship with the District Service & Repair managers. Often the relationship is strained due to poor service, unhappy and often angry customers. But the retail store’s Brand Central or Operations managers can place some pressure on the district to satisfy the customer.

I think you can now understand, why at times, technicians have such a hard time diagnosing and fixing your appliance the first time and why it takes so long to receive replacement parts. Sears sends inexperienced technicians out in the field and they leave the local Customer Service departments and Tech Managers to do ‘Damage Control’, when they don’t or can’t fix the product. Believe me, there are way too many ’Better Business Bureau’ and ‘Attorney General’ complaints reaching Hoffman Estates, then funneling down the respective District Offices.

Let’s talk about Technician Productivity a little. Technician Productivity is rated on the number of ‘COMPLETES PER DAY’, not ‘CALLS HANDLED’. There is a distinct difference between the two categories. Completes per day simply means the technician diagnosed and fixed the problem on the same day of the appointment. Calls handled means the technician diagnosed the problem and a part needed to be ordered and a future follow up date needed to be scheduled.

Industry is a term used by Sears to designate the type of work performed by a technician. Sears service multiple industries; IE ‘Laundry’ for Washers and Dryers, ‘HVAC’ for gas and oil boilers and furnaces, Central Air & Window air conditioners, Dehumidifiers, Water Softeners, Reverse Osmosis water filtering systems, Hot Water Heaters, ‘Home Electronics’ for tabletop and wall mounted TV’s, ‘Lawn & Garden’ garden tractors, snow throwers, power washers etc and
‘Refrigeration’ for Refrigerators and Freezers and ‘Cooking’ for stoves, ranges, microwaves, dishwashers.

It is worthy to note, many Sears Technicians cross industries, as many industries are seasonal. A Technician could face a layoff if he didn’t expand his skills and cross train in another industry. This is one reason why some technicians aren’t as comfortable diagnosing and repairing appliances because they don’t repair these appliances on a regular basis.

Sears brags about being certified as an ISO 9001 company. For a manufacturing company, being ISO certified means constantly reviewing the manufacturing process, to cut down on waste and defects. Manufacturing companies strive for ZERO defects. And, if a manufacturing company consistently uses quality materials and processes, that they themselves set forth as the standard, hypothetically, a quality product will be manufactured the same way; day and day and week after week.

But Sears does not have ISO standards for troubleshooting and diagnosing problems, technicians don’t have ISO standards for fixing the appliance, right, the first time. Sears does have an ISO Standard which states: the Technician will be in his/her service vehicle and punch in on their SST at 7:25AM each and every day they are scheduled to work.

Sears does have a standard that states the technician leaves from his driveway at 7:25AM and drives to his first call of the day, period!!. The standard goes on to say that the technician cannot stop on the way to his first call to get a cup of coffee, he can’t stop for gas. The technician is not even allowed to call his first call of the day to be sure the customer is home.
Plenty of technicians have arrived at their first call to find an empty house. The same standard applies to the technician’s last call of the day. The technician can only drive from his last call back to his/her driveway, no stops, not even for gas.

Sears Tech Manager’s are just as overworked as the Technicians they manage. The Sears Tech Manager who manages his team is part ‘Manager’ and a big part ‘Detective’ and ‘Enforcer’.

Sears mandates compliancy from its Technicians and the Tech Manager is the instrument of Enforcement. Sears places more rules and regulations on its technicians than our current day military. Under the umbrella of being “ISO Compliant”, Sears mandates their technicians to follow many, many, rules and frankly, the technician does not have a ‘Rule Book’ to refer to, all the rules must be set in his /her memory. Tech managers spend too many hours trying to smooth over angry customers and trying to catch technicians doing something they shouldn’t be doing.

Many Technicians strive to get away with doing less. If a Tech wants to reach his Tech Manager and can’t reach them, he will contact another tech manager to forward a message. But if a technician doesn’t want to be contacted, he will not answer his cell phone. Then the tech manager has no alternative, but to call him at the customer’s home telephone number. Some Tech’s will do anything and everything to get out of work and they know how to do it while in the field. Especially at the end of the day, when you need to add an extra call to their route. They will not do it.

One last note, there are many knowledgeable and friendly Sears Technicians and many that are not. Think twice about your past experiences with Sears before you purchase another Sears Protection Agreement.

I hope I have been able to bring to you some consumer education about the Sears / A&E repair business. And provide you some insight into making an educated decision with your purchasing power.
     
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User Replies:
Anonymous on 09/04/2008:
Wow! Thanks for telling the 'rest of the story'. While I agree with most of what you say, I must admit I am a 'seasoned' shopper. I remember the days when the retailer stood behind the products they sold. If a fridge (or TV) quit, the consumer took it back to the store and the store dueled it out with the manufacturer. Today, retailers want to be point of sale only. If something fails, 'Too bad, go to the manufacturer'. It's a bad policy from the point of consumers...and bad for retailers because of the ill will it produces.
qualityappliance on 09/04/2008:
All very good points, thanks, Tech Manager.
SilverWngs71 on 09/04/2008:
Another thing, is that the Tech cannot say if the unit is unrepairable!! They can say they may believe it to be unrepairable but only STACK or the MFG Tech support (which you can not talk to either) can deem the unit unrepairable.

There are two call centers for A/E. One is in Houston the other is in San Antonio. They can schedule 3 ways. 1. 8am - 12pm. 2. 1pm - 5pm. 3. All Day. They cannot schedule for less time.

The best thing to do is to look for an authorized (by the MFG) servicer in your area to work on the appliance. You will get better svc and a better turn around time for getting parts replaced.
Anonymous on 09/04/2008:
Tech manager , Thanks for the inside dope.
Some of us on this site just post nonsense .
Now the real truth comes out.
Revolution77 on 09/09/2008:
This hopefully makes people stay away from Protection Agreements and use a local service shop for all their repairs needed. "Hi...Bills Appliance Repair, This is Bill Speaking. How can I help you?" has a much more satisfying feel to it.
Kimwsmith on 10/04/2008:
After a window air conditioner failed while under warranty; I called Sears and they sent out a repair man within a reasonable time frame.

It was amazing! the "repair man" was totally stumped. I told him it was the blower motor that had failed. "No" he said, "it's the board". To make a long story short: this "repair man" ordered $1200.00 one thousand two hundred dollars worth of replacement parts; most of which were not even for that model! I have the parts and invoice in my storage building; that's how I know.
When it became evident that it would be cost effective to just replace the unit instead of having him visit and tinker for several days; Sears balked at that idea.
The air conditioner is fixed: IT WAS THE BLOWER MOTOR. This "repair man" spent the better part of 4 days out here, ordered $1200.00 worth of replacement parts that are still in the box. All this trouble for a $200.00 window unit!
No wonder why Sears is in trouble!
disgruntled on 10/23/2008:
Typical manager - Long winded ! Even though I read all of it and it's very informative, thanks. I have had multiple problems with Sears not honoring their Service Agreements. If I am in a Sears store and see someone looking at appliances, etc I make it a point to recommend NOT purchasing the service contract.
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