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Sears Consumer Reviews - Page 5

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Sears Lawn tractor - Dead on arrival
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MANCHESTER, NEW HAMPSHIRE -- The $2500 Sears lawn tractor was delivered on time and without gas. I was told by the Sears salesperson not to accept the tractor unless it was running. I filled the tractor with 2-3 gallons of fresh gas and the delivery person tried to start the tractor. He ran the battery down trying to start the tractor. I told him I would get the jumper cables but he said no, I have to accept the tractor and he didn't have time for me to jump the tractor.

I told him I would not accept the tractor. Customer service called while the delivery person sat in his truck outside my home and told me they would order a new tractor and it should be delivered in 2 weeks. I canceled the order and will never order anything from Sears again. Sears use to be a great company and sold reliable products.

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Horrible First (and Last) Experience
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Rating: 1/51

ILLINOIS -- Patronizing this Third Party Vendor as well as Sears is by far the most infuriating experience I have ever encountered with merchants. I now know why Sears and its subsidiaries are plagued with so many financial woes - they insensitively mistreat their customers to the point that very few continue to do business with them. In my recent (and only) experience, I have been troubled time after time by their lack of business savvy, professionalism, and incompetence. To have the first item delivered be the wrong item and then the second item delivered to the wrong person/address speaks to why I am poorly rating these companies.

Now the item is out of stock and neither merchants had any regard to my financial loss due to the other items I purchased to accompany this set that cannot be returned. Thus, I give them both a poor rating and would give them a negative rating if possible. I am currently in the process of taking action to be compensated for their misfeasance, but thought is wise to advise others to avoid conducting business with either Sears or their Third Party Vendor, Ergode.

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Second Shelf Adjuster Broken
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Rating: 1/51

ILLINOIS -- We have had this dishwasher for less than 18 months. In March, we had to replace the upper shelf adjuster on the right side because it just broke off. It is made of a grey plastic, which appears to become brittle after numerous cycles of heating and cooling.

Now it is a month later and the left side adjuster has broken. The first one was $40 with shipping to replace -- with an identical plastic piece that is not designed to take heating and cooling or hold any amount of weight in the top rack. And now it will be ANOTHER $40 to be able to use my top rack again. Ridiculous to have to invest $80 in a dishwasher that is less than 2 years old!

As I was preparing to post this review, a window popped up with an email address for Sears customer service. I figured I'd give them a chance to make things right, so I sent them an email and held off on submitting my review. After 4 days, I have not had any kind of a reply. Guess Sears customer service is as good as their appliances. This will be my last Sears appliance.

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Damaged Goods...No One Will Help
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I purchased a $130 bike from Sears.com's online merchant West Beech and paid $56 to have the bike shipped to my house. When I received the bike, it was dented, scratched, dirty, broken, missing screws and all the bike accessories were missing. I am not in a two-week battle to have this bike returned and no one will help me.

Sears cannot return the bike and refund my money because I purchased it from a third-party vendor on Sears.com and their online merchant West Beech is not returning my phone calls or emails. Worst customer service ever! Shady merchants. Will never do business with Sears again.

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Sears Stood Behind Its Agreement
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Rating: 4/51

LAKE JACKSON, TEXAS -- I have had all of my appliances covered by service agreements with Sears. I have had occasion to use them for repairs, and also have used them for just general maintenance. Even though they have repaired several items, (dishwasher, refrigerator, washer, garage door opener), I was beginning to think I might not renew this year because none of the repairs needed were major. Well, a couple of months ago, my range went out.

And even though I had to wait 28 days while they frantically looked for a replacement part, after that period of time, they stepped right up to the plate, gave me a very, very fair allowance to go buy any stove my heart desires. So, when hearing complaints about this company, and it's service agreements, I felt I needed to speak up to let everyone know that they do stand behind their agreements and I will continue to use them.

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Padding the Charges
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Rating: 1/51

FREDERICKSBURG, VIRGINIA -- I purchased a garage door opener. I paid for installation, 139. The installers show up, take a look at my ceiling which is 9 ft. They inform me that I have to pay an additional charge of 120 for an extension. Needless to say I called Sears install and gave them a piece of my mind. I took it back with a full refund. I then went to Lowe's, purchased a comparable garage door opener 208, the 3 piece extension for 19 and installation for 119. On top of that I received a military discount. I'm happy with the service I received at Lowe's and disappointed with the lack of knowledge with regards to the Sears representative.

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Appliance Delivery Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SEATTLE, WASHINGTON -- I am a local realtor with an elderly client who is replacing a dishwasher through a homeowner warranty. I purchased on their behalf for the sale of their home. The homeowner warranty company's preferred provider for this item is (unfortunately) Sears. Sears has dropped the ball every step of the way on the delivery of this item.

The scheduling of the delivery of this item has been a joke. Then ANOTHER scheduling will have to be done for the actual installation of the item. (Sears is apparently incapable of doing both things at the same visit. They are also apparently incapable of using a contractor lockbox to gain access to the home so that the elderly seller doesn't have to drive over from his retirement community to let them in - two times).

I personally stopped buying appliances from Sears 7 years ago when I encountered a ridiculous lack of customer service and I'm not trying to convince the homeowner warranty company to do the same if they want to keep my business. It's sad as Kenmore appliances I believe still have a good reputation for reliability but the hassle of getting them into your home is not worth it.

Company Response :

Hi robin5795,

We appreciate you taking time to post about your recent experience with having a dishwasher delivered and installed. We realize your efforts to purchase the new dishwasher on behalf of the client was important for the sale of the home and the road blocks you have experienced have been upsetting for you. My name is Brian and I am a member of the Sears Social Media Support team. I am taking this time, after reading your post to offer our assistance. We would be more than happy to put you in contact with a case manager who will work with our business partners to ensure the delivery and installation is completed if it is has not yet been so. Please send the following information – your contact #, the name and phone # used at time of purchase, as well as the screen name I have created for you (robin5795), to reference your post to smadvisor@searshc.com and a dedicated case manager will contact you directly. Thank you again for taking time to post about your recent shopping experience. We look forward to speaking with you soon.

Thank you,

Brian R.
Social Media Moderator
Sears Social Media Support

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Horrible Customer Service and Commercial Sales Availability
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAVANNAH, GEORGIA -- My task for work was to use my state-issued P-Card to purchase a tool kit for our maintenance staff. After being told by my staff colleague that our tax-exempt status would come up at the register with the use (the clerk looking it up by) of our phone number, I went to the store in the Oglethorpe Mall in Savannah to purchase the tool kit for about $130.00. FAILURE.

I was on the phone with 3 different people in an Augusta, GA Commercial Sales office rather than in Savannah. After calling Savannah store again for 3 more times, I was dished back on people in Augusta, each call resulting in numerous holds and each ending in a disconnection. The last one was to some Spanish-speaking man that seemed unassociated with anything Sears or service.

Company Response :

Hi jdburghardt,

Thanks for taking time to post about your experience while attempting to purchase tools for your place of business. We can see how this was frustrating for you. My name is Brian and I am a member of the Sears Social Media Support team. I am taking this opportunity to reach out to you to offer our assistance. Considering your inquiry has a more commercial purchase focus we would like to put you in contact with the appropriate business partners for a satisfactory resolution. Please send the following information – your contact #, the name and phone # used at time of purchase, as well as the screen name I have created for you (jdburghardt), to reference your post to smadvisor@searshc.com and a dedicated case manager will contact you directly. Thank you again for taking time to post about your recent shopping experience. We look forward to speaking with you soon.

Thank you,

Brian R.
Social Media Moderator
Sears Social Media Support

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Don't Buy Appliances From Sears: The Worst
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Rating: 1/51

NEAR CHICAGO, ILINOIS, ILLINOIS -- Had repair service scheduled for the snow blower for the day of Jan 14th 2014. On Jan 13th received confirmation call and a time window from 8-12. Took time off from work. Jan 14 about 8 am got a phone call informing me that I was the first on list and technician is on his way. Waited all morning! Called the customer service to find out where the tech is. James put me on hold for over 15 min and disconnected. Had to call again, after another 15 minutes, told the tech called in sick and need to reschedule. No answer as to why nobody bothered to notify me. I could have gone back to work!

The supervisor, Althea Id # **, could not give me an answer as to who was responsible for notifying customers when the tech calls in sick, nor could she provide me with Sears procedure and policies for customer notification in events when the scheduled and confirmed service can not be honored by Sears. Such poor organization and lack of respect for the customers!

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Delivery and Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLORADO SPRINGS, COLORADO -- I remember when Sears was an excellent store. Great appliances, tools and service. Sadly this is no longer true. I purchase the best house filtration and water softener, 5 year warranty and installation. They are happy to take your money but drop the ball on delivery and installation. I was supposed to get a call night before. No call. I had taken a vacation day from work for this. I get 8 vacation days a year. They don't care. I called them.

This is what I was told. "Oh Mrs. We don't do that type of installation. We have to contract it out to a local plumber." They hadn't set it up with anyone. "I will contact him and have him contact you. You should get a call in hr from our local contractor." No call. Called back. "Oh you will definitely get a call in 2 hours." Called 5 times. Same answer. Then I contacted the manager of the appliance department. Then it was, "oh the contractor will called tonight for tomorrow morning." Guess what. No call. It's a one man shop for Sears.

I finally looked at reviews, and everyone has this problem. They have turned into Kmart. Cheap clothes, etc. Don't bother with anything else. Get your appliances elsewhere. I used Best Buy last year for a washer/dryer. Best Buy definitely has great service and appliances.

Company Response :

Hi kelly.thomas99,

We appreciate you taking time to post about your house filtration and water softener installation; we can certainly see how you have been made to feel disappointed by the level of services rendered unto you. For many years Sears has been the leader in providing quality goods and services; it appears we have let you down. My name is Brian and I am a member of the Sears Social Media Support team. I have read your post and I would like to offer our assistance with this installation project. At your earliest convenience, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (kelly.thomas99), to reference your post to smadvisor@searshc.com. Again, thank you for bringing your product installation issue to our attention and we look forward to speaking with you soon.

Thank you,

Brian R.
Social Media Moderator
Sears Social Media Support

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Sears Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 223 ratings and
829 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
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