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Sears - Terrible Product, Even Worse Customer Service

Lawn Tractor - Complaint
Review by nm5188 on 2013-02-16
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
MAHOPAC, NEW YORK -- I spent about $4000 on a lawn tractor, snowthrower attachment and service contract at Sears. The delivery guys that showed up were more concerned with staying in the truck out of the rain than they were with unloading my tractor and equipment, then I started up the tractor and the carburetor was messed up. I called to have it serviced and Sears told me it would be two weeks before someone would come look at it. I returned everything and bought from a local equipment supply place, much better product and service, same prices.

To try and keep me as a customer Sears Holdings Corporation called and said they would give me a coupon for %10 off, what a joke. I would never do business with Sears again if my life depended on it. Ironically enough about 2 months later someone gave me a Craftsman (aka Craps-man) zip up work shirt as a gift, the 1st day I wore the thing the zipper broke!!! I returned it exchanged it for a Dickies work shirt, a real brand.

I would avoid Sears at all cost, they sell junk, and do not value their customers, they are living on the reputation of what was once a great American Business, now they are just
Comments:
Posted by trmn8r on 2013-02-16:
Equipment can require minor adjustments when new - I had this happen with something purchased at a local equipment supply store. Had to take it back, and after they adjusted it, it worked perfectly.

That said, I wouldn't ever purchase a "lawn tractor" at Sears or a big box store. I bought a 1974 Simplicity garden tractor for $300 10 years ago that runs circles around that stuff. You can find vintage tractors for under $1000 that are much better made.
Posted by ok4now on 2013-02-16:
You summed up Sears products and their customer service perfectly. Yes they are living off up their previous reputation and once respected name. As the word gets out and more people become dissatisfied with them they will continue to loose market share. K-Mart had to bail them out last time and they are still loosing money and closing stores. The handwriting is on the wall.

P.S. SearsCare should chime in shortly for damage control, don't take the bait.
Posted by SearsCare on 2013-02-16:
Nm5188, My name is Dianne with the Sears Social Media Escalations team. We are truly sorry that you had this kind of experience with the purchase of your lawn tractor. I am so sorry we have let you down! It is our goal at Sears to provide our customers with the highest quality of products and customer service. I am sorry that we disappointed you. Since apologies don’t resolve problems we would like the opportunity to speak to you on this matter. Please send the following information – contact #, screen name (nm5188), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,
Dianne D.
Social Media Moderator
Social Media Support Team
Posted by imp3400 on 2013-04-07:
I will never buy any lawn equipment from sears. I had the same experience with their service agreements. I have snowblower, had it break down and called sears and also was told it would be 3 weeks to have someone come out. Right sears truck in town everyday. And can't be busy because he sits in the park when i'm walking dogs. And i also feel for you, i had the same BS story to keep me as customer they offer 10-20% discount off your next purchase. Sorry, there won't be next purchase. And I fixed snow blower myself in less than an hour. And cancelled maintenance agreement.

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Sears:
Overall Rating:StarHalf starEmpty starEmpty star