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


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Sears Lies & No-Shows
Posted by Bleudabadi on 08/03/2009
I had an appointment with the window sales on 7/29/09. I had to run out for a few minutes, expecting I will get a call when the person is on the way, well I got a call, they said the guy was at my home. I said "I'll be there in 10 minutes" we got home and nobody was there. I called and they said the guy waited 45 minutes before calling the office who in turn called me. I was only gone about half hour to begin with!. Then they said we'll make another appointment...7/31/09. A different salesman this time...he was 27 minutes late, the left side of his shirt was out and he had a big hole in it. He measured and did the pitch and his price for basic aluminum impact windows (9 windows) was $14,000. I asked about the warranty and he said it was 5 years. I told him his warranty sucks and his price was too high and he told me his product was much better than what I was comparing it with (vinyl, insulated impact energy star low E widows). Any my issue wasn't impact, I really don't care about impact, I want noise and temperature relief. He tried to tell me his windows were energystar and I told him they couldn't be since aluminum is not energy star. he finally called and got corrected.

Anyway, a manager called the next day to see how it went. After I gave him the report, he apologized, told me there were 4 types of windows and asked if he could send out one more rep, some one who "knows what he is doing". The appointment was supposed to be today at 3pm...at 4:45, we called to see where the representative was and we were told the appointment got canceled.

We were then told "well you got an estimate on Friday, what more do you want?" I was told by someone there that what the manager said is incorrect. So I just told him to expect yet another mark online and to have a good day.

     
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Posted by Eloise on 2009-08-03:
They didn't no show, you were not home.
Posted by BokiBean on 2009-08-03:
So don't use them. I'm not sure what your complaint even is..you didn't like the price or the warranty? Find someone else. And next time stay home to meet their estimate guy.

Frankly, you just seem difficult. Good luck with the windows.
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Terrible service they'd like me to pay double for!
Posted by Rachel0610 on 11/15/2007
MANCHESTER, NEW HAMPSHIRE -- I went to the Sears Optical office located in Manchester, NH on August 1st, 2007 for a routine contact lens examination. I had a horrible experience and it has proved to follow me even after my departure. I was more that early for my scheduled appointment and yet I was a half hour late in starting my exam. This was due to fighting with the less than helpful and bordering on rude receptionist about my benefits. I work as an employee for my insurance company and had to beg and plead for her to verify my benefits instead of just telling me it was “not covered”. Finally she did only after I made a scene in front of other customers.

The insurance company confirmed with the woman that indeed, I was telling the truth. She was so mad she hung up on the insurance company and swore. After the visit she advised me all but $40 was covered and that she could not release my prescription or the contacts when they came in until I paid the difference. I did not agree but instead told her I would have to come back with the money. When I came back later the next week she gave me my contacts. I asked if I could have a paper prescription and she said the doctor was not in and would have to have him mail me one. I never received it and now I’m being billed for the $40 I already paid! I even mailed them my bank statement showing proof of payment with the first bill they sent me in error as she did not give me a receipt.

They continue billing me and they now tell me that they are going to charge me another $40 in fees to transfer my account to a collections agency. Absolutely horrid. I would absolutely not recommend!

     
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Posted by killerklown on 2007-11-15:
Well, as long as you have the bank statement proving that you paid them, you really have nothing to worry about.
Posted by Crown Jules on 2007-11-15:
Not necessarily, killerklown. If the OP paid with a debit or credit card, it would show on the statement. However, it sounds like the $40 was a cash payment so all the statement would show is a cash withdrawl from the account. There's no way of proving what the cash paid for.
Posted by oakleysucks on 2008-09-08:
"Luxottica is the closest thing to a monopoly, I can come up with.


Are you pissed off at LensCrafters? Just go to Pearle Vision right? Nope. Same company. Surely, Target or Sears will get you clear of the bad taste LenCrafters has left you with. No again."

"Arnette, Killer Loop, Luxottica, Persol, Ray-Ban, Revo, Sferoflex, Vogue, Adrienne Vittadini, Anne Klein, Brooks Brothers, Bvlgari, Byblos, Chanel, Dolce & Gabbana, D&G, Donna Karan, DKNY, Genny, Miu Miu, Moschino, Prada, Ralph Lauren, Salvatore Ferragamo, Sergio Tacchini, Versace, Versus"

Luxottica Suxotticas
http://glassyeyes.blogspot.com/2007/07/luxottica-suxotticas.html

If you want to avoid doing business with this company, you'll have to avoid all these brands.
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Sears - Very Unsatisfactory Service from Sears
Posted by Froggie on 06/06/2006
NEW HAMPSHIRE -- I had an appointment on a Kenmore air conditioner that has a warrantee until 2008 on all internal parts. I needed it serviced because it was no longer cooling and freezing up. My appointment was set up as a window from 1:00pm until 5:00pm. The Tech arrived at 5:10pm on May 26, 2006. My wife showed him the wall unit. He never touched it, said a few of the aluminum fins were bent in the front and that it was junk "buy a new one" and walked out the door. He was here a total of 5 minutes. I arrived home from work to hear from my wife what had happened and called their 1800 number right away to put in a complaint about the tech. Sear corporate office apologized for the tech being rude and set up another appointment for May 30, 2006. That Morning the tech's manager called my wife and said "I refuse to have one of my techs work on your air conditioner". My wife then called me so I called this manager to see what the problem was. He told me the same. I told him that the tech seemed to be in a hurry seeing it was Friday night and that I wanted another tech to look at it. I was told "I refuse to let one of my techs work on it or to give you a second opinion". The fins in the front are light aluminum and bend easy. They also go back easy. A couple bent fins from a thumb will not cause an air conditioner to be no good. This manager then says my tech said the whole thing is dented and caved in. This is not true!!!! I was told he goes by his tech. I even had a customer service rep tell me that if you even take the plastic cover off the front that they can refuse to repair it. It is just crazy what they try to get out of warrantees.

Everyone that has these types of problem needs to take a few minutes and just contact the Better Business Bureau @ http://complaint.bbb.org/
     
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Posted by Anonymous on 2006-06-06:
I said it at the time - When a bankrupt company (kmart) buys a dinosaur (sears) nothing good can come of it. The BBB complaint is a good suggestion and may bring resolution to your problem. I wish you all the best!
Posted by Doc J on 2006-06-07:
Two words: digital camera. Two more: Show manager. Four word (hopeful) result: fixed a/c fired tech.
Posted by miketech on 2006-06-07:
Sorry that happened to you. Sears got me started on this board. I still shop there because they have some great sales but their quality is getting worse and worse each passing day.
And as I learned customer service to solve a problem isn't in the business plan.
Also most of the new Craftsman line is made in China instead of the USA now. And believe me quality has suffered.
Posted by Slimjim on 2006-06-07:
The CSR told you taking off the cover, in so many words, could void your warranty. Yet the filter is in there and expected to be cleaned or replaced, or you guessed it, your warranty is void. What a ridiculous thing for customer service to say.
Posted by Anonymous on 2006-06-08:
Units like these typically begin freezing up and stop cooling do to a lack of coolant, usually caused by a coolant leak. What caused the dent on the front of the unit? Are you sure whatever caused said damage didn't in fact compromise the sealed system? I don't agree that by merely removing a cover voids the warranty of internal parts. Refine your google, slim.
Posted by Slimjim on 2006-06-09:
Why are you referring to me pirate? I just said the cover excuse was ridiculous. Please acquire assistance in understanding the comments before you post. Thank you.
Posted by Froggie on 2006-06-09:
Hi PirateWithParrot, to answer your question a few fins were bent by a thumb that rub it during install. There is no dent. A thumb rubbing them will cause them to move sideway alittle where the thumb touched.
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Poor Delivery Service From Sears
Posted by Siouxb on 03/18/2004
POWNAL, VERMONT -- Last week, (Match 2004) my mother-in-law spent a boatload of money at the Sears store at the Berkshire Mall in Lanesboro, Mass. purchasing a washer/dryer combo. First of all, the store employees told her she had to wait two weeks for delivery [we live about 40 minutes away from the store], and set the date as Match 18.

On March 17, she was called by a delivery firm rep [Sears now subs out its deliveries in our area, this is a change in service that we were not informed of] who told her to expect delivery between 8 a.m and 10 a.m.. She arranged to take a half-day off from work so she could be present, per delivery requirements. A local contractor was hired to plow and sand the road [although other delivery vehicles, trash truck, fuel truck, etc. were able to easily drive up the road, we wanted to assure delivery as promised]. The contractor arrived at 7:30 a.m. on delivery day and plowed the road TWICE and put down sand.

At about 10 a.m., my mother-in-law received a telephone call from the delivery place that the delivery driver was stuck at another location and would be late making the delivery, but the that delivery WOULD be made that day. My mother-in-law then called her job and took the rest of the day off. Meanwhile, I drove down the plowed and sanded road to go to a local store for bread and milk, and while returning home, I was passed by a delivery truck marked with the letters GTS being followed by a tow truck. This was at about 12:15 p.m..

I finished driving home [about three minutes] and at about 1 p.m., my mother-in-law called very upset because the delivery company had called again to say that the truck was at the bottom of the road and could not make it up because, according to the truck driver, the road was not plowed. I hung up with her and went to the Internet for information about Sears delivery policies and discovered that Sears does not handle its own deliveries anymore and asked my mother-in-law to call Sears and find out the name of the trucking firm doing deliveries. It was, lo and behold, GTS, the very same company truck I watched leave the area nearly an hour beforehand!

During the time my mother-in-law was on the phone with the GTS worker, who was insisting that the truck was at the bottom of the road, my mother-in-law offered to meet the driver with a supply of salt [from a bag kept on hand to salt the stairs] and add salt to the road for him [mind you, by that time, the road was down to BARE DIRT in most places]. The driver declined [probably because he wasn't AT the bottom of the road} and said he was leaving, and the trucking company employee told my mother-in-law that she could not get delivery for another week. We spoke to employees at the Lanesboro Sears store, who said they would check into the situation and that there was "no way" that my mother-in-law would have to wait another week for delivery.

So far, no other delivery arrangements have been made. What is really so disgusting about this delivery situation is the fact that the driver never attempted to make delivery and was not at the road bottom when he claimed to be, since I watched him driving off nearly an hour earlier. Apparently, he got himself unstuck from wherever he was and just drove out of our area with the tow truck right behind him. So not not only did my mother-in-law waste a day off from work, we also wasted money on plowing and sanding that wasn't necessary to begin with, and she still does not have her paid for appliances. And all evidence points to a truck driver who did not even try to make the delivery.

If you must buy a large appliance from Sears, make arrangements to pick it up yourself. In our area, the company does not make customers aware of the change in delivery responsibilities and the company doing the deliveries is unreliable.

     
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Posted by Tech on 2004-05-23:
sears subcontracts their delivery service..I must agree that most of them just want to get in and out as easy as possible...this could all be corrected by sears by providing their own delivery company as they used to do but the stop doing it to "save money",,,,smart move to save money, DUMB move to satisfy customers
Posted by Poochie on 2004-10-18:
This new site is devoted entirely to Sears and its tactics. The author is one of Sears Suckers.Visit and comment. Copy and paste in your browser.
http://bextruthfinder.blogs.com/sears_sucks/
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Why was my check declined?
Posted by on 12/17/2003
PHILADELPHIA, PENNSYLVANIA -- I also had a horrible experience recently at Sears.I stood at the register with 75.00$ worth of merchandise, while the line behind me grew longer and longer. It's Christmas time and the store was very crowded. It never entered my mind that my check would be declined. I had spent over 400$ just 5 days earlier (with a check) in this very store, and have written checks at Sears for over a year and a half now. I counted them and it's exactly 17 checks in the last 16 months in the area of 7,800.00$worth of merchandise. The sales lady was very nice and appeared as embarrassed as I,(they see me write checks all the time), but also had to ask the people behind me if they could go to another register as "This is was going to take some time." She told me the check was declined and all she knew was that it was a code 2, and she could give me a phone number to call for more information. I called the number and a computer came on the line and told me they were very sorry for any inconvienence this may have caused, and that my check was in NO way being declined due to "lack of funds." I couldn't believe what I was hearing! You can't ask anything else, because you are on the line with a computer! I told the sales clerk what the computer had said and she also had never heard of anything like it. I had the cash on me to cover my merchandise, and the sales clerk was nice enough to give me the number, so I could call when I got home, to see if I could find out more about this matter. I called and was put in touch with a company called "Certegy Check Services" they explained that they didn't have enough information on my check writing practices. But that lack of funds was definitely not the problem. When I told him I had written 2 checks at this very store 5 days earlier, he told me that, that was not a sufficient history of check writing with them. When I proved, by check numbers and dates going back over the last 16 months, that I had established a history of writing checks at Sears, with no declines or returned checks, he told me that he would have to check into the matter further, and that it may be a mistake!I have never in my life had a check returned for insufficient funds or returned for any reason. I have always shopped at Sears and have been a loyal and faithful customer for the last 16 months. I have written checks at many merchants for thousands of dollars, and found it convienent to write checks, as I don't like to carry large sums of cash on my person,any time, especially at Christmas! I will never shop at Sears again! I was very embarrassed, for what appears to be a "mistake" on the part of this company "Certegy Check Services." I only, at this point wonder, how many other customers, this company has made "mistakes" with and have also stopped shopping at Sears as a result.I realize this is probably not directly "Sear's" mistake, but I hold them responsible for hiring a sub-par company on their behalf. How could my checks have been accepted for the past 16 months and in 5 days, they now say I have no check writing history with Sears?And it's definitely not due to a lack of funds, It just makes no sense!!
     
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Posted by Anonymous on 2003-12-18:
Just shut your pie hole and pay with cash. Stop trying to pass bad checks.
Posted by Anonymous on 2003-12-18:
If you were smart enough to read, you'd have read that she did pay in cash, and had NEVER passed a bad check!!
Posted by Anonymous on 2003-12-18:
American consumers are getting tired of merchants like Sears and their practices! They pass themselves off as patriotic, helping soldiers with the war effort, and it's apparent that they are obviously paying idiouts like yourself to sit at the computer and degrade people with any complaint to Sears that comes across!!
Posted by Anonymous on 2003-12-18:
I find it interesting that there were no percentages on the "Agree with consumer" vote, and as soon as I voted that I agreed with the comsumer, it immediately went to 100% "No, I don't agree with the consumer!" This whole web page is bogus!!!
Posted by Anonymous on 2003-12-18:
I agree with Interested Participant, I also read the complaint, and voted with the consumer and the "No" percentage went from 50/50 to 66/33 in favor of No!! How did that happen???
Posted by Anonymous on 2003-12-18:
It makes our day to publicly humiliate a customer when their check or credit card is declined. Maybe you should try to get your finacial problems in order before you decide to grace our retail establishment with your hot checks and stolen credit cards.
Posted by Anonymous on 2003-12-18:
You sound like you're a trained Sears employee!!And very sexually frustrated!!!!!!!
Posted by Anonymous on 2004-01-08:
As a sears employee myself: 1. If you had *THAT MUCH MONEY* to begin with (and it was all yours and legally yours!) then you should be intelligent enough to realize your complaint is with Certegy, NOT Sears. All we do is call them and they tell us if its approved or declined, no reasons why, and their word is final. Go complain to them, SEARS has nothing to do with it...
Posted by Anonymous on 2004-01-09:
To celticvisions: I have much more money than I stated in my complaint, and yes it's mine legally! I did complain to Certegy and if you read the complaint, you would have read that! Certegy doesn't have a complaint department!I was told by SEARS Manager's(yes,that's plural!) that if enough consumers complain, about these check clearing companies, that maybe SEARS would be more careful, when hiring them! I still will never shop Sears again, because of employee's like yourself!!
Posted by searshasSTUPIDcustomers on 2004-08-28:
whine whine whine. YOU are exactly the type of customer my name implies. If you're going to stop shopping at Sears because of ANOTHER companies policies (who by the way is used at over 200 NATIONAL chains of other retailers because there are such few companies who deal in check authorizing) then GOOD RIDDANCE! One less whiney person Sears sales people have to listen to.
Posted by DavidD on 2005-09-21:
Checks are pretty much a thing of the past. Certegy Check Services does not check bank balances. They are like an insurance company for merchants. They charge a set percentage and assume responsibility for the checks. In essence, you are writing Certegy the check as they are backing it. When people go on wild spending sprees and then the checks bounce, Certegy is out the money. They are only willing to back even the best customers so much. Ever thought about using a debit card? Swipe the card, put in the secret code and you are on your way. No more tying up the lines for other customers while you write a check out and no more verifications through check services. Remember, a check is nother more than an IOU, a promise to pay.
Posted by pledbetter on 2008-08-12:
2008 Aug 12

I have a complaint against Certegy and Kmart # 7308 in AR. I went into Kmart this afternoon, spent hour and half shopping for my four children's school supplies and basic necessities. The total came to: $227.94. I was declined by Certegy and Kmart. I was completely humiliated! I had valid ID(s): my current state driver's license (same as on my check), even my military ID and my badge. This was not good enough for either company.

Keep in mind, I just spent $229.46 on 2008 July 16 at the same Kmart. This was less than one month ago. I paid by check and was never declined. So why now is my check not good enough?

I called Certegy while I was in Kmart this afternoon. I had to go through a long automated process before I could even speak with an agent. I was finally able to speak with Kayla, an agent at Certegy. She stated Certegy does not show any negative files against me, which she further said she did not show any bad check writing or fraud (that's because I PAY for everything, I am legit!) but she could not help me. I asked her about her manager and she further went into stating the company literally can not take back their decision at this moment in time! I demanded a letter from Certegy with their decision and how they came to the conclusion to be sent to my home so I can file a complaint with Certegy and Kmart. Kayla stated she would send it. She even apologized for her company's decision! Kmart's manager would not over-ride the Certegy decision even with all of my identification due to store policy.

Both companies wanted me to pay via credit or cash. My spouse and I refuse to use credit cards, we pay by check or cash. I was appalled that both would even suggest such after they humiliated me. As if I would continue my business with them, as if I would leave Kmart, drive all the way to the nearest bank, drive back to Kmart and pay for all of the items. Ridiculous, have they been paying for gasoline lately???

I am furious! My check was good in July but not now? Why? I called my Federal Credit Union about my checking and savings account, all was well with plenty of money in both.

I assure you, I will tell EVERYONE about my experience with both companies. We do not live in a huge city. In fact, Kmart was nearly dead due to people shopping at Walmart or the up-and -coming Target in our area. Kmart, a company going under due to loss of profits, and they turn good, hard earned money away.

I will NEVER buy from Kmart again, period. I am not finished with this Certegy situation either. I can not be the only one humilitated by this company. Any consumers who have equal or similiar experiences should unite against Certegy. I will be contacting the Better Business Bureau and Federal Trade Commission ( http://www.ftc.gov/bcp/index.shtml ) with formal complaints.

You would be suprised at how many companies use Certegy (i.e., Best Buy, Kmart, TJ Maxx, Walgreens, Albertsons, Amazon.com, etc...), so you could be next so be aware.

Thank you for allowing me to vent.



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StarEmpty StarEmpty StarEmpty StarEmpty Star
Do Not Hire Sears for Home Improvement
Posted by Sphx1 on 05/31/2012
NJ, NEW JERSEY -- We've been having bathroom remodeling since mid-March, but it's still not done (Now it's the end of May);

1. Sears office in charge did not return our (many) phone calls or emails for weeks. I had to call the customer service to see if they abandoned our bathroom project. They tried to get away with things that they promised us to have done when we signed up, such as spackling and sanding the wall, taking care of city inspection.

2. Sears demanded the full payment although the project is still not completed, at least three times. When I refused to pay it at that point, the customer service rep said we needed to pay at least half of it since it would be 99% completed when they come next time. (Note; our contract says we pay them when it's 100% completed. Actually, we thought we were getting 12 month interest free payment plan when we signed up, but it turned out that the sales person "forgot" to get us sign the paperwork, and she later denied that we have the interest free payment plan. Rather than arguing about it, we decided to pay off in a lump sum because we rather not deal with these people for another 12 months.)

3. After installing the bathtub, we had a drain problem we did not have before, so we called Sears to take a look at it. After the plumber fixed it, we had sewer back up. It's been two weeks since I called them for that problem. The "project coordinator" never called back with an appointment schedule although he said he would three times. Finally, we had to call their customer service twice, just to get the appointment set up. The Sears rep, his name was Andy, called it "unnecessary visits that cause additional costs" to them. All the while, we have lived with a messed up sewer that made me afraid of using water anywhere in the house.

This was our first time using Sears Home improvement service. We will probably never use them again.

     
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Posted by trmn8r on 2012-05-31:
It would never occur to me to hire Sears for a home improvement job, and I certainly wouldn't after hearing a story such as this.

I am surprised such a job would qualify for 12 months interest free. Often with contractors, you pay a percentage up front, and the balance when complete.
Posted by sphx1 on 2012-06-01:
We paid 30% up front, the interest free part was for the remaining balance. We paid the premium because we thought we were about to get professional care. That did not happen, but lessons learned.
Posted by Jade0919 on 2012-06-06:
Sorry to hear what you've been through and going through. I was an installer for Sears doing bathrooms, I've heard your story over and over. They charge customers 3 times what it should cost to get the job done. I can finally breathe after saying that's enough ripping people off especially senior citizens. We're required to use a licensed Plumber here, but Sears refuses, it cuts into there 55% profit. I know people go there due to brand loyality, but Sears has no loyality for their customers. All my customers have pretty much the same complaints, they too can not get a return call. Even if they file what is known as a blue ribbon complaint there still is no follow up. I was informed that everyone is told not to return calls sooner or later the customer will get tired and stop calling. What a shame that these big wigs needing 55% are running this brand into the ground.
Posted by SearsCare on 2012-07-17:
My name is Tony and I am with the Sears Social Media escalations department. I would first like to apologize for all of the troubles that you have had with this home improvement experience. It is our goal to provide top notch service and from what you indicated in your post, we have not done that for you. We can certainly understand your frustration with being presented with contradicting information in regards to payment, as well as with what was said to have been 12 months interest free end up not being so.
We would appreciate the opportunity to speak with you further regarding this experience and be your one point of contact within Sears to ensure that we finish this in a satisfactory manner, just how it should have started
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (sphx1) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,

Tony T.
Posted by sphx1 on 2012-08-15:
Update:
I've been in contact with Sears customer service, but the same horrible service goes on.
-We failed city inspection for the poor job by a contractor that Sears NJ hired.
-I notified that immediately but Sears sat on it for a month.
-When the plumber came, he found more problems with the sink, but the problems were too big, he couldn't fix them on that visit.
-Now it's been another 3 weeks of waiting for Sears to call. Oh, they actually did last weekend and set up an appointment for last Sunday, but they DID NOT SHOW UP!

Should there be any more reasons not to hire Sears? Even their customer service(Sears Cares) does not reply to my email for a month or so. If you don't mind dragging your remodeling project for 5 months and be treated like our case, go ahead and hire them. If not, do not even think about hire them for anything.
Posted by sphx1 on 2012-08-15:
Update:

-We failed city inspection due to the poor plumbing job

-I let Sears know immediately, but it took another month for them to contact us to set up an appointment.

-The plumber they sent -a different one from the original installer-said the problems were too big that he couldn't fix them on the visit.

-It's been 3 weeks since that visit. They set up an appointment last week but DID NOT SHOW UP; no phone call or explanation. While setting up the appointment, the plumber's office receptionist told me that Sears would not approve all services that were necessary to solve problems.

It's been over 5 months. DO not waste your time and money on Sears home improvement. Their customer service-blue ribbon service- sat on my email for a month, so can't rely on them either.

I don't even want to imagine a case where we will have to request their warranty service if we have a problem. Because I now know that the service will never come!

Posted by Elaska on 2012-09-08:
DON'T HIRE FOR DOOR INSTALLATION EITHER! CONTRACTOR SUCKS!!!!!! POOR CUSTOMER SERVICE TOO!
Posted by imp3400 on 2013-03-23:
I know exactly how you feel. I had a furnace installed and contractors never installed chimney liner for 6 months then when they did only vented furnace and not hot water heater. So i have ruined ceiling, paneling and moisture seeping through walls.Don't hire sears for furnace installation or windows. Customer service is poor and work is horrible. And I have found these sears care people don't get anything done either. They offer useless 20% discounts on next purchase but when you have hundreds and into 4 figures in damage. that is sad. That a company treats people this bad. Not he same sears i remember when i was a kid. It is so bad it is hard to describe. Just sad you can't get service and horrible when all they offer you for your trouble is I'm sorry. Ridiculous.
Posted by Michelle Porter on 2013-06-18:
I have been dealing with Sears for the past four months due to a bathtub installation job. Days after having my tub installed, cracks appeared. Sears is denying any responsibility and will not honor the product warranty. In addition to not returning phone calls and emails, they have resorted to lying. I now put everything in writing. I will fight Sears on this until I get they take ownership. Please, everyone that is listening, "Do not do business with Sears Home Improvement. They are incompetent liars who overcharge and do not deliver on customer satisfaction." Also, if you have a bathroom story, I would love to hear about it!
Posted by Sears Cares on 2013-06-18:
Michelle Porter,
My name is Liz and I am a part of the Sears Social Media Support team. I saw your comment today and wanted to reach out to your to offer our assistance. We are very sorry to hear that you had such a disappointing experience with your bathtub installation. Please be assured that this certainly is not the level of service we strive to provide our customers. From your post we can see that we certainly have let you down. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things around. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the installation was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Michelle Porter) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Posted by Jojo wang on 2013-07-02:
Thanks guys, was thinking to give a try but after see what happen, never mind
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Fraud
Posted by Gmc226 on 01/24/2010
I HAD been a loyal Sears customer for over 40 yrs until my recent experience with their MasterCard. I made the mistake of taking them up on their 0% financing to pay off higher interest loans. I transferred over 8,000.00 to my Sears M/C. I also made the mistake of using my Sears M/C online and my credit card # was hijacked! The zero fraud liability that the Sears credit card they advertises and promotes does not exist! Quite the opposite; they stalled on reviewing the fraud transactions by claiming that I had to sign and return an affidavit, which I did. I mailed and faxed the complaint, which they then claimed they never rec'd. They temp reversed the charges and re-billed my account over 4 times and yes I spoke to a manager each time. Each manager had a completely different story from one day to the next. One said they never rec'd the complaint, the other said they rec'd it and it was being reviewed and I would be notified of a decision when one was made by their fraud dept. After going through this process for over 5 months, recharged, finance charges included, repeatedly, they finally decided that I was responsible for all of the fraud charges plus finance charges! We closed the compromised card but they still hold me liable for the charges.

If I do not pay they threaten to destroy my once excellent credit! In addition, they have repeatedly claimed to have not rec'd my payments on time regardless of how early I send them. They then hit me up with late fees and void my zero% financing and hit me up with unreasonable interest rates. This has all taken a toll on my credit. I no longer qualify for all the great low interest financing rates that I once enjoyed for over 10 yrs. Extortionist!!
     
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Posted by bcd on 2010-01-24:
You are liable for only the first fifty dollars of unauthorized charges even if you did not submit their zero fraud liability form. Submit your dispute via registered mail within 90-days of the unauthorized charge. Then, you can’t lose.
Posted by Fufu487 on 2010-01-24:
Agreed. Register the mail to make sure it gets there, try again. Also, I believe the bank that deals with Sears MC is Chase. Your complaint is against Chase, not Sears. Sears has no say over how the fraud protection for the MC works.
Posted by Inat on 2010-01-25:
Sears mastercard is actually Citi (at least mine is)
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Sears In-Home Product Repair Services
Posted by Tech Manager on 09/04/2008
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 in 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 affect 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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Posted by Anonymous on 2008-09-04:
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.
Posted by qualityappliance on 2008-09-04:
All very good points, thanks, Tech Manager.
Posted by SilverWngs71 on 2008-09-04:
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.
Posted by Anonymous on 2008-09-04:
Tech manager , Thanks for the inside dope.
Some of us on this site just post nonsense .
Now the real truth comes out.
Posted by Revolution77 on 2008-09-09:
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.
Posted by Kimwsmith on 2008-10-04:
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!
Posted by disgruntled on 2008-10-23:
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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Customer Service
Posted by Bigmickey on 01/27/2006
MONTEBELLO, CALIFORNIA -- I sent the following complaint to sears thru Kmart website, because none of the Sears, so-called, Customer service emails worked.

I purchased a refrigerator at you Monticbello, Ca. location. Everything was great! Products& Service, Especially service. I scheduled for a delivery on a Friday, 01/27/06. I call to confirm Friday between 9&11am and take the whole day off from work. Then it happens, I get a call from the warehouse that my frig is not there yet and was not loaded to be delivered. So I call the 1-800 # and talk to customer service, I spent from 9am in the morning until almost 4pm in the afternoon trying to see if my item is even there, let alone reschedule a delivery time. Because I cut to the chase, do not think that the 7 hours between 9&4 was all peaches and cream. Right before the warehouse closes ,at almost 4pm, I get a call and I am told that I do not have to go pick up my refrigerator from the warehouse (The last ditch effort of a desperate "Customer") that it will be delivered on Saturday!

I will get a call after 6pm confirming the time. I had already told customer service and the warehouse that I will only there in the morning until 11am because I have to work that Saturday to make up for Friday,no problem. Then I get the call (recorded) that it will be here after 3pm!!!!. Now I have to call Saturday morning to try to cancel my frig because Sears did not think that my little lousy sale, missing a day of work ,not being able to enjoy any of the day and the frustration was worth putting my insignificant delivery on the first truck in the morning (even though it would be 24 hours late). It has been almost 12 years since my last contact with Sears Co. And I can tell you that it will be my last. And, believe you me, I will feel obligated to warn all the people I come in contact with about dealing with Sears. (friends, family & strangers)and that will be a substantial number over the next 12 years.

With all the competition in the greater Los Angeles area you would think that customer service would be job#1 (Maybe you should ask the folks at Service Merchandise, Fedco, Builders Emporium, Woolworth or Zodys). Just so you wont be overly concerned, I called a local competitor "Howards Appliances", the said they take care of a good number of Sears casualties. They offered to get me the same refrigerator at $100 below what I was paying at Sears plus "free" next day delivery ("I" only have to give them a 2 hour time frame that "I" will be home) The funniest thing about that is I told them that it was a "Howards Appliance" price match and that I would pay the same price I paid at Sears, They replied " Don't worry about it, someone has to look out for the little guy" AMAZING! So guess how my story to those people I warn is going to end? Hint: I will now be a Super loyal Guest and walking ad for??? I have approx 428 contacts, but only really have in depth conversations w/ about 10% every 30 days. Start your exponentials at my telling only 10 people a week, they telling only 3 and so on for the next 10 not 12 years. If I only get a "form" email response in reply I will not be surprised. It will give my warning credence when I show it around. Thank you For Your Time.
M. Roa
     
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Posted by miketech on 2006-01-28:
Sears doesn't seems to care about problems at all. I had a microwave problem and I am ashamed of the way I acted. It consumed me for the better part of 4 or 5 days, searching scouring the internet for an email or phone number, 2 instore vistits for a manager that wasn't in. The closest I got to help from Sears was this number Sears National Customer Relations
1-800-549-4505 Fax 1-800-326-0485. I don't think they actually did anything but they did seem to care.
Posted by Randy1133 on 2008-09-16:
Their customer service is not only bad it is irresponsible.

I placed an order with Sears to do some service work on my dryer (which I bought a few monthes back from Sears). I had to place the order using my credit card and was charged immediately. I decided a couple hours later that I didn't need the service after I did some research on the problem.

So, I called Sears, talked to robot got connected and the lady cancelled my order, and she said the "refund" department would call me back in an hour. They didn't, so I called customer service and the idiots can't find that I ever placed the order! So I end up talking to 7 different people each claiming that I never placed an order even though my credit card has a $150 charge on it labeled "SEARS". Finally after 3 and a half hours of being shuffled back and forth, I get someone that finds my order and then they tell me it will PROBABLY take 7-10 days for the credit to show up, even though the charge appeared on my CC immediately. I will wait for it to be credited back, but I am not optimistic. I suspect its not over...

All in all it was the worst customer experience in my life and I will NEVER purchase anything else from Sears for the rest of my life!!!!
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Extended service plan is worthless
Posted by Disgruntled on 05/07/2005
SCOTTSDALE, ARIZONA -- Do not purchase Sears extended service plans on any of their products.

When I purchased a Sears Riding Mower I also purchased the extended service plan for a cost of $300 for a three year term. Not one time did I receive service when I called for it. Even though my plan specifically explained the services that I would receive they did not happen when I called for service. I complained to over eighteen people in customer service starting with the local store and ending up calling corporate speaking to Vice President of Customer Care, Kevin Price. (I will provide all names on request by email). Nobody could get me service, not even the Vice President. When I asked for a refund of the $300 I was told that was impossible.
In desparation I finally called the floor manager of the Sears store where I had purchased the mower and explained it to him. I had service within two weeks and when he called me to confirm that my mower was repaired I asked him how he was able to do it when all these other people could not. He simply told me that he had the bill sent to him. This is not right for him to pay for something that I already paid for. DO NOT PURCHASE SEARS EXTENDED SERVICE on any product.
     
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