SAN DIEGO, CALIFORNIA -- If someone hasn't had a chance to read my previous complaint regarding my purchase of a defective refrigerator from Sears Outlet, it's not a big deal. Here is the bigger issue: I wanted to return it immediately, but I was told that appliances bought from Sears Outlet are subject to repair only, unless a Sears Product Repair Technician determines that the appliance is not repairable!
Oops! I wish I knew it before I bought it. Let's go ahead and take a look at some legal issues. It might be very useful for everyone: “California law requires that retailers who have a policy of not providing a cash refund, credit or exchange when an item is returned with proof of purchase within 7 days of purchase must inform consumers about their refund policies by conspicuously placing a written notice about their policies, in language that consumers can understand, so that it can be easily seen and read.
The policy must be displayed either at each entrance to the store, at each cash register and sales counter, on tags attached to each item, or on the company's order forms, if any. A return policy printed only on a receipt, for example, is not sufficient. If a store violates this law (California Civil Code section 1723), the purchaser can return an item for a full refund within 30 days of purchase.” (Copied from California Attorney General's Return Policies webpage)
Unfortunately, at Sears Outlet, I did not see any sign regarding their Return Policy - neither on the item, nor at the cash register or entrance. None of the employees ever mentioned the terms of the Return Policy to me. I believe that Sears Outlet Return Policy sign must be written something like: “Sears Outlet has a policy of not providing any refunds or exchanges unless a Sears Product Repair Technician determines that the appliance is not repairable" or "The sales are final." Is it understandable? Yes, it is, but it was not there.
The part of my receipt which called the Customer Solution Commitment states: “Return Policy-Satisfaction Guaranteed or Your Money Back. We will be happy to accept your ‘In Warranty' returned product after a product Repair Technician has determined the product is not repairable… Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging.”
First of all, it is not clear what is going to happen if product is repairable. What if I don't want it to be repaired? I am assuming that as soon as their goal for me to be completely satisfied I have a right to simply return the product according to their own Policy, even if “Sears will not be happy” to accept my returned product after a product Repair Technician has determined the product is repairable.
Sears Outlet sells the previously returned items. Of course, it's in their best interest to get rid of this items under any circumstances. That's the point of the Return Policy they have. Besides the fact that I've never seen Sears Outlet Return Policy anywhere but on my receipt, I was not even able to understand the “language” they used. Sears Outlet Return Policy written on my receipt is vague in order to keep their customers in the dark.
If I would have known the real terms of Sears Outlet's Return Policy, I would never even entered the store! In cases like mine, most people will give up and keep the item they bought. That's what Sears is counting on. I am not going to. I believe that my rights as a consumer have been violated as well as California Civil Code.
ONLINE AND CORPORATE SERVICES -- This is an email I sent off to another department at Sears. Hopefully they will have a competent employee who understands customer service. I sent it yesterday and still no response. I will never give that place another dime. I am sick of fighting them for my $250. It all started on Sunday afternoon. I placed a Craftsman 2700 PSI Pressure Washer in my cart at Sears.com. I used my Sears rewards points and a coupon code and got the price down to $249.17. I ran up to my local grocery store and bought $250 worth of gift cards so that I would not have to use my credit card online for security purposes.
I left the screen pulled up (I live 1 minute from the grocery store) and when I returned, the site had me log in again and it changed the price. Apparently at 5:00 a 5-15% off sale went into effect and it must have kicked out my coupon code. Instead of lowering the price (like one would expect from a sale), it raised my price. I called the 1-800 number to see if anyone could figure it out and help me place my order over the phone. I did not get the customer service rep's name. She was very nice and placed the order for me to pick up in my local store. I was told that I would receive a confirmation email shortly.
I did not receive an email by the next day and called my local store to see if they had the order. They did not have any order for me. So, I called the 1-800 number and spoke with **. She said my order had been cancelled because the store did not have it in stock. The reason I did not receive an order confirmation email or cancellation email is because they had misspelled my email address (even though I did spell it twice for the original rep). ** said she would send the cancellation to my email-it never arrived. I once again called my local store to see if it was in stock or not because the night before online, it showed they had one.
After a few calls to my local store, I spoke with a lady named ** every time, she finally determined they did not have the one I needed in stock but they had the California version of it, which was the same price. She did not know why she had the CA only version in an Indiana store. I then called the 1-800 number again to see if my order could just be switched to the CA only one and spoke with a lady named **, once again having to repeat the whole story. She said nothing could be done and that I would have to wait a week or so for the gift cards to have their balance restored.
She said my only option was to go to my local store, pay the full price for a new one and wait for the gift cards to have their balance restored and then I could use them for something else. I needed the pressure washer this week because of a company party being held at my house this Saturday but do not feel I should have to shell out another $300 in order to have one. I finally asked to speak to a manager. Instead of transferring me to a manager, she sent me back to the main menu where I was forced to wait and explain the whole story again to **.
** finally gave me to her manager ** who said the only thing she could do was sent me a $30 gift card for my inconvenience and knock off 10% but I would still have to wait for at least 3 days to have the gift card balance restored before I could purchase the other one available locally. I asked her why the balance couldn't be restored immediately because they were able to drain the balance in less than a minute. She said I should talk to someone on the "executive team" at corporate.
So once again, I had to call a different person and explain the whole story. I spoke with ** who said all the right things that a customer would want to hear. He sympathized, apologized and yada yada. He ended it by saying he understood that I needed this as soon as possible and that he would call my local store to get something resolved. By 4:45 the next day, I still had not heard from him. I called my local store to see if he had contacted them and perhaps just forgot to call me back. They said no one had called them that day about it. They are a small store and the same lady answers the phone every time so she would know.
She also said the store manager was out that day and that is who ** claimed he was going to talk to. I received a call from ** about 25 min later and he said that he had talked to the local store manager and that they did not have one in stock. Which he already knew because I told him that the day before and said I would be willing to take the CA version. So he obviously did not call and talk to anyone there.
He then proceeded to tell me that nothing could be done about the gift cards, I would just have to wait several days for them to be restored. He also said they wouldn't have the pressure washer in for 10-12 days (that info was available on the Sears.com website). Why couldn't Sears just ship one to me? Or have me go to the next closest store which shows 3 in stock and is only 40 min away? I would have even driven there just to get my pressure washer asap.
So not only did ** not help, he actually quoted me a longer time and offered less of a discount / compensation than the manager at the 1-800 number. I am not asking for a free pressure washer or anything insane. I am just asking that I get my gift card restored today and get a pressure washer today. I don't care if it is the CA version from my local store or driving 40 min to pick up the 49 state version. I just need one. I do not think that is an unreasonable request.
What has happened to the wonderful company that Sears used to be? My husband and I bought all of our appliances there 20 years ago and they still work fine with the exception of the dryer. It is messing up and we will need to replace it within the next month. We have always been happy with Sears and been loyal customers. My grandparents always shopped there, my parents still shop there and all 6 of my siblings shop there. Sears used to stand for quality and service. I am disappointed. They have just lost my entire family as customers. I would not recommend shopping at Sears/Kmart/Land's End to anyone. If I could give them negative stars, I would.
We are writing to you to express our extreme disappointment in our shopping experience with Sears. Growing up, the popular slogan in both our households was "Solid As Sears". Unfortunately, we do not feel this way any longer. On December 17, 2011 we purchased four new appliances totaling $4700.00. The merchandise was delivered on 1/6/2012. On 2/22, the dryer stopped working on our Kenmore stacked washer/dryer unit.
We contacted Sears immediately and they agreed to exchange for a new unit. The delivery was scheduled for 3/3 but on the morning of the 3rd, Sears delivery called and said the unit was defective and the delivery would have to be on Monday, the 5th. On the 5th, the new unit was delivered but unfortunately, the washing machine did not work properly. We immediately contacted Sears and the third unit was scheduled for 3/10.
On 3/7, we received a call that the unit would not be available until 3/13. Okay, not so bad a few days later! On 3/10, we received four phone calls saying our replacement unit would be delivered on 3/13. Great... imagine my surprise when five minutes later, Sears called back to say there was a problem with 3/13 delivery and now it would be 3/20. 6 WEEK OLD UNITS BREAKS ON FEBRUARY 22ND AND WE HOPEFULLY WILL RECEIVE A NEW, WORKING UNIT ON MARCH 20TH. Something is not right with this picture!
When we phoned Sears delivery to clear up the confusion, we were told this unit was being held up by the manufacturer and it wasn't Sears fault! The unit is a Kenmore and Kenmore is the Sears brand so this remains a confusing point why Sears is not responsible for making a defective product!
We then called our salesperson at the Edison Mall in Ft Myers, **, who has been extremely conscientious and professional through this entire fiasco. Obviously, he understands the mantra "keep the customer happy"! He suggested we contact Sears Solutions in hopes to resolve this issue.
After several calls and many hours on the telephone to Sears Solutions and Sears Delivery, we were told by all there was nothing anyone could do to speed up the delivery or to guarantee 100% that the product we are scheduled to receive on the 3/20 would in fact be delivered without another delay! On 3/10, we contacted the Edison Mall store manager ** in hopes that he could assist us but to date I have not heard back from him.
Through all of this confusion, both my husband and I were treated in a totally unacceptable and unprofessional manner by your Sears team of service representatives. We were hung up on more than once when questions couldn't be answered by them as well as they refused to give their ID numbers or last names.
Each time, we requested to speak to a supervisor, we were told there wasn't one available or "I am the best you are going to get". Each time we asked if we could be compensated with a discount for being asked to wait ONE MONTH for a unit that works, we were told we would be receiving a $50.00 gift card in the mail. It has cost more than $50.00 to drive back and forth to do our laundry over the past weeks! We have kept a log of all the dates and the representatives we have spoken to should you want this list.
We did make the mistake of paying for this merchandise in full immediately on a Sears charge card or we are positive this problem would have been resolved immediately. We can appreciate appliances having manufacturing issues but will not tolerate unprofessional and rude behavior on the part of customer service representatives. We understand you are the CEO of a very large corporation and we are only two customers who spent $4700.00 in your store. We also understand that we have not been singled out to be treated with such unprofessional customer service and if this has been done to us, it is being done to others.
We understand as the CEO, one of your roles is to develop new distribution as well as maintain existing distribution and not to deal with the day-to-day at the customer level, however; in the end if the customer doesn't walk through the door and make a purchase, sales are lost and stores end up closing. Even with the challenges Sears has been faced with of late, my husband and I held to our belief that Sears was a reputable retailer. Today, we don't feel that way and you have just lost two customers! What a shame "SOLID AS SEARS" is no longer a valued slogan!
MASSACHUSETTS -- If I wrote the entire story here, no one would have the time to read it. Here's the much abbreviated version:
Incompetent project manager. Did nothing and left that role to me (the owner).
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).
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.
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.
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 in to fix the damaged wiring. Believe me, I'm giving you the highlights, there's a lot more to this story.
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.
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.
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.
I was contacted by Sears Home Improvement salesman after looking online 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 ** shortly after, and an installation date was scheduled. We had some issues with our existing flooring and all was explained to the salesman (Michael **). 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 **) 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 **) 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 everything 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.
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 Sears' 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.
I have spent so much time on this, it's not funny! I tried to place the order via website on Tuesday. I tried again to place the order on Weds. I tried again to place the order on Thursday the web and no luck. I then spent over an hour on the phone via live chat with agent **, who advised me that I needed to make changes to my computer, which I did and still no luck.
Thursday evening I called the 800 numbers, spoke to an agent (I think his name was **) who could not help me. He tried to place the order for me and could not. He also suggested I try to order from the Kmart website. He also told me he would send in a request to the IT dept and let them know of my problem and that I would get a call or email. I did not get either. I tried again and could not. I then called to the Kmart 800 number and was told there was a problem with the website, he had no idea when it would be fixed to try again.
On Friday, I tried again and again and again. Still no luck. On Friday night, I called Kmart to order. I spent over an hour on the phone with that agent. He tried to place the order AGAIN and could not. I asked him why I could not place the order over the phone. He said I could not, that I was blocked and that he would also sent a request to the IT department for resolution.
I asked the agent how long DOES IT TAKE to resolve a problem like this. He told me it could take up to 72 hours. He assured me that my order was IN THE SYSTEM and that when the issue was resolved I could either try to place my order or call in. The order was there, I would just have to give my credit info when I called.
I tried again on SUNDAY, yesterday, no luck, no emails and I called again. I spoke Agent ** and I asked to speak with a supervisor. I spoke to ** agent # ** who told me that "THERE WAS NO ONE IN THE IT DEPARTMENT ON THE WEEKENDS TO FIX THIS PROBLEM." What??? Then she suggested I place the order with her again! I told ** that if this issue was not resolved by Monday morning, I was going to contact Sears corporate office.
I don't just have one Item I was trying to order, it was 20!!! Oh and yes, I was also told online I was not permitted to order more that 10 ITEMS AT A TIME! So there you have it and know why I am so frustrated and I will be getting in touch with the corporate office to let them know just how bad service from the website is. I would suggest fixing this problem before they get in touch with you.
My name is Susan and I am part of the Social Media Escalations team at Sears and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. My immediate concern is the time and effort you expended to place an order with Sears.com and still no order was apparently shown by Sears.com. I am also concerned that you have not received a phone call or any communication from Sears.com at all. We value your business and want to help you resolve this issue. We are part of the Corporate office and will help you get this sorted out. At your convenience, please contact our office at email@example.com so you don't have to continue to be impacted by this. Please send us an email. In the email, please provide a contact phone number and the phone number the items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (eleanorkopen6) for reference to your issue and we do look forward to talking to you soon.
Social Media Moderator
Sears Social Media Support
PARAMUS, NEW JERSEY -- Do Not Use SEARS Home Improvement Co. for any installations that are crucial to your home or comfort. They do not have emergency weekend telephone numbers and use local independent contractors. That being said I will tell my story: I Just bought a house and was in the process of updating a lot of thing's including installing a central air system...house had none, but had a forced hot air furnace with duct work in place. I interviewed 3 Contractor companies for installing a Central Air system to my forced hot air furnace. Sears was the most competitive so I signed with them.
Next step, they sent in a local contractor (not a Sears Employee) to assess the job. He said that it wouldn't work and I would be unhappy with the results because the cold air wouldn't be blown up to the bedrooms (Custom Split Level Home with 4 floors instead of the usual 3).
Sears sent the sales people back in. He tested my system and said that I had a 2 speed blower on the furnace and that it should work. I demanded that the local contractor come back to assure me as to what the salesman said was true. Contractor tested the 2 speed blower in my system and said that IT STILL WOULDN'T WORK.
I said what about a booster motor that could be put on the 2 vents that were the problem (one vent already had one that didn't work-thus the recommendation on my part). He said that would work so we scheduled the job to start. Installation took the better part of a day. I added a dehumidifier which was installed and they also installed a separate Condensation Evaporator unit.
In comes the electrician to run wiring to the unit and the compressor from the fuse box. All is well and working well on Thursday in time for my company from South Carolina to visit during the Memorial Day weekend. Thursday night sleeping was terrible...it was hot. I checked the unit and it wasn't working and THE breaker in the fuse box was tripped. I called Sears on Friday morning and they sent the installation contractor back on Friday morning. He checked out the system and said that everything was working well-off he goes.
Friday late morning, My wife and I and the guests went visiting (left the AIR on) and came back about 6:30 pm the house was a sauna because we closed all of the windows. Tried every number I was given for Sears Home Improvement, left messages everywhere but could not get to speak with one person. Even tried all numbers again on Saturday... nothing. My wife was so frustrated she left NASTY messages on all the phone number Sears gave us... nothing. We were stuck with a central air system that didn't work on the hottest weekend this year. Even with all the windows open it still was 85 degrees in the house.
Memorial Weekend was ruined due to the heat because Sears has no emergency weekend telephone numbers. Adding Insult to Injury: Contractor came on Tuesday afternoon (after the Holiday Weekend was over) and replaced the Condensation Evaporator unit which he thought was the problem. Unit worked fine for about 2 hours and then no cold air again.
My wife went down to do laundry and found the basement floor full of water (Lot of damage to miscellaneous items stored because we were still moving in and the inside of the house was being painted). It seems that the Condensation Evaporator unit was leaking water all over the basement, after the clean up and throwing out of the damaged stuff my wife put a pail underneath the CE unit.
Contractor is back (scratching his head) everything checks out. Long story longer, Electrician was supposed to run a hardwired line to the CE unit but instead plugged it into one of the receptacles in the basement. This receptacle worked when you turned on the basement light but didn't work when it was turned off...How stupid is that NOT TO CHECK EVERYTHING. This whole process was a comedy of errors and omissions.
FACT STILL REMAINS, SEARS HOME IMPROVEMENT COMPANY IS NOT GOOD AND IF YOU NEED THEM OVER A WEEKEND FORGET IT....DON'T GIVE THEM THE JOB. 6/29/2011 Update: Sears Social Media Customer Care Rep offered me a $100 Sears gift card to make me happy... what a joke.
PEMBROKE PINES, FLORIDA -- I bought an LG Refrigerator on Jan 27 2009. It went bad on Thursday Sept 17th, I called CS on Friday Sept 18th and they told the next available repair appointment was on Monday Sept 21st. The technician went to my house and said the mother board was not working, he ordered it and the part arrived on Tue Sept 22nd. A different technician went to my house on Wed Sept 23rd to install the part and after he did that he realized the compressor was not working either.
He said he was going to order it. The part was supposed to arrive on Thursday Sept 24th, but it did not. I called on Friday to get information and a representative in CS gave the wrong tracking number. I called again requested the tracking number and again it was a wrong number. This time I was still talking to the person and I explained to her how frustrated I was and she said the best she could do was schedule an appointment for MONDAY the 28th!!!
She transferred me to the Tech Support Dept where William was kind enough to check when the part was supposed to arrive (it is supposed to arrive today) and he said the next available appointment was MONDAY THE 28TH!!! I said I could not afford to be there on MONDAY. First because I cannot lose another day at work. Second because it is JUST UNBELIEVABLE that I went to Sears because of the GREAT SERVICE and all I am getting is 10 days with no food, 3 days lost at my job - no pay- and a dead end to my problem.
He transferred me to the Escalation Dept, where Rhoda took the call and she said she could not do anything. Saturday was completely booked and there was nobody else on top of her... "This is the higher you can get". I felt she did not try to anything to help me. After, offering me a $50 gift card (which I accepted, even when I am not walking into a Sears Store EVER AGAIN) I explained to her that I did not want to get money out of Sears...
All I wanted was my fridge to work and I did not care if they have to pay overtime to some Technician to go there on Saturday but I was sure there was something else that could be done. She finally transferred me to Carlos (according to her Carlos is her Manager Partner or so). He could not do anything for me either and even told me that if I could not be there on Monday the 28th then they could go on SATURDAY OCTOBER THE 3RD!!! I asked him if that was a joke. I asked him if there was a private service that I could use and Sears could reimburse me. He said there was not such a thing and if I did have somebody else to take a look at it my warranty will be voided.
I talked to 4 different people. Nobody could give an alternative. I still do not have a fridge and I was threaten with losing my warranty and I all wanted was my fridge to work. I was really upset to a point I apologized to every person I talked to because I understood it was not their fault, but it was Sears fault and they have to do something to fix it. The answers I got were: this is the higher you can get, you have to grateful because Sears is giving you a service and "good luck" with your equipment if somebody else repairs it.
This is the WORST customer service experience I have ever had. Nobody could help me, nobody could explain to me why I did not get the part on time, nobody could give me a solution. I understand Sears won't care about losing a customer, but I will do whatever I have in my power to avoid people to buy ANYTHING there... It is not fair to customers, there is no excuse and "things happens" like Carlos told me IS JUST NOT GOOD ENOUGH TO SOMEBODY THAT HAS BEEN WITHOUT A FRIDGE FOR MORE THAN A WEEK!
KAMLOOPS BRITISH COLUMBIA CANADA -- Sears Customer Service. In the past 40 years we have purchased large item appliances from Simpson Sears/Sears, and because of their warranty and customer service we are still buying from Sears. We have lived throughout Canada also in the United States.
We knew that wherever we went in either country that Sears's service was available and thus the reason for our last purchases which included a gas range, hood fan, microwave, dishwasher, combination refrigerator/freezer, garburator, and built in vacuum. Total costs of these appliances were over $10,000.00. We also purchased a kitchen table and 6 chairs, as well as all our window blinds (Blinds alone cost $6000.00). A move from Alberta to a retirement home in British Columbia was the reason for the last purchase. We built a new home and installed all new Sears bought appliances.
We bought our appliances in Alberta before the move and then Sears kept them in storage until our house was far enough along that we could install them. The one year warranty that comes with the appliances did not start until January 29, 2009 when the appliances were delivered.
The complaint we have with Sears is with their Service Department. Our side by side refrigerator/freezer stopped making ice and the freezer was not keeping the food frozen. We did what we have done in the past when one of our Sears appliances broke down, we called their service department. Since we live in a small village on the Shuswap we were advised that they could only send out a serviceman on Thursdays. On the next Thursday a service man from Giddens Appliance repair in Kamloops arrived and proceeded to check out the Refrigerator/Freezer.
He confirmed that the unit was not working properly and advised us that he would have to take off a panel on the inside. Once the panel was off he observed that only a few coils had frost on them and he said that was part of the problem. He then said he needed to check something at the back and pulled out the Fridge and took off another panel. After another inspection he stated that there were no leaks in the coils or anywhere. He then said that he needed to make a phone call and then turned the fridge off and gathered up his tools and went out to his van. We assumed he was checking with his office and we were surprised when he drove off.
Two days later we had still not been contacted by either the Repair service or Sears. We then called Sears and were advised that the serviceman had not put any report of his findings in the file, they suggested we call Giddens to find out what was happening. We did this and were advised that the serviceman who came to our house was not there as he had taken a day off. I asked if they could call him to find out what course of action he would be taking. They told me that they would not contact him while he was on a day off. The call I made to the Service repair was in the morning of the 27th of June.
Later that day I called Sears Service again and was advised that an entry had been made in their file stating that the refrigerator/freezer had a leak and had to be removed from the house and taken to Kamloops for servicing. Kamloops is approximately 55 kilometers from our Village.
The entry in the file contradicts with the statement that the serviceman made in that he said that there were no leaks, yet suddenly there is an entry in the file stating there is a leak. (Could this be because it became known that we had an extended service warranty?) We may never know.
We advised Sears that we wanted a new one because the refrigerator/freezer was only 4 months old and that we had paid in excess of $2800.00 for it. The Sears Representative became rude and advised us that if we would not agree to have the unit removed and repaired that we can go without a refrigerator. This was from a Sears Customer Service Representative.
We agreed to have the fridge removed for service and on July 9th they came and removed it and said that Sears had provided a “loaner fridge” for us to use while our unit was being serviced. Upon inspection of the “loaner fridge” which was still in the van, we decided that it wasn't good enough to be a beer fridge and we would not put any food in it in the condition it was in. The delivery personnel said they felt the same way, so we refused the “loaner fridge.”
We called Sears Customer Service on the 14th of July for an update on when the Refrigerator/Freezer would be fixed and delivered. They advised they would check with the service company and get back to us. We received a phone call message on our answering machine stating that the service technician was on holidays and would not be back for a week and then he would start work on the Refrigerator/freezer.
We will be filing this complaint with B. C. Business Practices and Customer Protection. Buying from Sears is not an option we would be venturing into in the future. Where is Sears loyalty to their long term customers, when needed???