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Excuses Excuses for Their Inability to Clean Spots.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LEES SUMMIT, MISSOURI -- IF THEY CAN'T CLEAN IT - IT MUST BE A BURN SPOT?? You know you are in trouble when they roll a tape measure across so as not to go over 300 sq ft per area! I had 2 grease stains on the "rise" of a step. Asked if they could simply catch the 2 SPOTS and he said he would have to charge $25 each!! He went right past it to do the basement... like it would kill him.

Then when they couldn't get the stains out. It must be burn holes. REALLY? There are NO holes... just grease but he's the "professional" . Also he knows already that the big spot that had water damage is NOT going to clean. He assures me (guess that releases him of liability). He is now a carpet "professional". Funny thing is... I remodel houses for a living and in my 20 years of working with "professionals" have NEVER gotten such a line of BS in my life. WON'T BE USING THEM AGAIN. IT'S BACK TO STANLEY STEAMER. (Would have used them if they had availability.)

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Wrong Item Received
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I received the wrong size pillow. I paid for a king and since it was out of stock Sears sent a queen. I was still charged for a king and I have contacted customer service twice with the chat option. I am not getting any results. I was told to take photos and send them. By the time I do this the chat representative disconnects with me. I am super frustrated with Sears.

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Repairs Under "Warranty"
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHANDLER, ARIZONA -- I bought this agreement when I purchased my french door as I knew at some point in the 3yrs I would need it, not knowing how subpar their service and benefits would be and what a HEADACHE!!! Now fast forward 18 months...The ice maker has been an issue for 6 weeks and counting, 3 different appts for a "new" part being ordered and 3 appts to have the part installed/replaced and still nothing! There is a "replacement" benefit that comes with which after 6 appts, 3 new parts (same part) appts and 24hrs of my time off work to sit and wait for the tech (an adult 18yrs must be at the appt). I would think that there is a problem with the refrigerator and not just the "ice maker".

But no I need to schedule yet another appt for a "technician" to come "diagnose" that the ice maker is faulty or repairable or not and if not re-order yet another part (ice maker) and schedule another (8 visits now) to replace the part (that has already been replaced 3x's) and then wait for 24-48 hrs to allow the unit to start making ice. Ok then if it does not then I call again for another technician to come back and look and see that yes no ice and diagnose and again and again and again!!!! They will not replace the unit at this point (8 visits total).

Spoke to claims dept to "qualify" for a replacement and nope I am not at that point yet due to their "guideline" each visit to replace/install the new part is not a "service/repair" order. It's a follow up to attempt to "repair" and so therefore I must have 2 more new parts ordered/delivered installed and diagnosed as "un-repairable" in order to qualify so that will put me at 10 visits (40 hrs not taken off work) and then I will qualify for a replacement. At that rate I could have purchased a new unit with a week's paid time off that I've taken! Save yourself the headache and mental ** stress of dealing with them and spend the $180 on your own repair person or put it towards a new unit!

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Warranty Master Protection Plan
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WASHINGTON -- I can't say enough about the Sears master protection plan. I need to shorten it. I hope I can. Horrible horrible. I've never come across any company that is so mixed up to put it nicely. I've had this planned for at least four years. In the past it's been fine. But it seems ever since Sears has had financial problems everything and I mean everything has gone downhill. Their customer service I just can't express enough how horrible it is. The least amount of time I have spent on the phone is an hour and 10 minutes being transferred around getting a repair appointment to either don't have the help they don't have a date and this has gone on since the beginning of June. I never got my heat pump fixed.

Whatever negative review you read on Sears master protection plan don't do it. I have a few more days left on it and I just renewed it and I'm going to American Home Shield - nothing but good reviews and they guarantee within 24 hours to be at your house. I've had them in years past and they are excellent. I don't know why I decided to go to Sears.

I hope you take my review serious. It's been the worst headache ever. I do not like to be put on hold for over an hour. I'm a little too patient I guess. Nobody seems to know what to do. There's a problem somewhere beyond customer service. They have some real problems. American Shield is where I'm going and they will also cover many many more appliances. You pay a small deductible each time they come out but it's going to be well worth it. Absolutely no headaches and you know they're coming. I was told they don't come out in my area - what? I'm just tired of them.

Anybody wants to ask me any questions feel free to reply to this I guess. I hope I get the notice. I'm not gonna talk you out of it. I'll just tell you what happened to me over and over and over. You pay good money for this warranty. I don't want just good coverage. I expect the workmanship. It's what I paid for 600 a month. Like I said I just can't say enough. It's horrible. If Sears representative wants to contact me they're more than welcome. They'll get an earful. I will leave my name i... My email address please contact me. Sears you probably should.

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Delivery Team Destroyed Chandelier, Sears Refused to Reimburse
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLD SPRING, KENTUCKY -- The Sears delivery team, while in the process of delivering a refrigerator, smashed it into my dining room chandelier, virtually destroying the fixture, along with the door blinds on my entrance door. Such carelessness and recklessness I have never before experienced from a retail organization, which is exceeded only by their lack of accountability.

After two months and countless communications with multiple claim departments, I have yet to receive a penny in reimbursement. Not only will Sears not stand behind the product they sell, but apparently, they refuse to accept accountability for property damage caused by them or their representatives/agents. STAY AS FAR AWAY FROM SEARS AS YOU POSSIBLY CAN!!!

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First Year Good--in 2018. Now, 2020--Frustrating & Ridiculous
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- I've made over 122 telephone calls and on-line chats since 1/4/2020. They original sent me to 3 retail stores to apply a voucher that was sent after they could not repair my beverage center. All the sales reps said, "They should know better--it has to be filed online at Sears.Com." Well--I've ordered the item using the voucher 5 times and 2 to 3 days prior to the delivery I receive a vague voice mail message saying I have to call and reorder a new item. Here we are in May and I just received a message yesterday telling me to call and re-order. Also, I've been informed each time I call that the Supervisors are not available.

To make matters worse, the replacement voucher is only 1/3 of the cost of my original appliance. Moreover, they refuse to communicate via written/text/email confirmation because it will leave a paper trail demonstrating the futile obstacles customers face. Folks--their poor process sets the groundwork for a "CLASS ACTION" lawsuit. I have documented all my calls, dates and times. I hope they call me as a witness.

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Incompetent And Harassing.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

We purchased an extended warranty for a Kenmore grill. Before the warranty expired, it stopped working. We contacted Sears and they said they would send parts to fix it. They sent one part per month for several months and then finally 5 months later sent an email that said the main broken part had been discontinued. We contacted the extended people and requested a replacement grill which we eventually got, with persistence.

Fast forward two months and the big missing part just SHOWS UP in the mail so now we have an old grill and 4 parts and a new grill. The old grill is so rusted, I couldn't even begin to install all the random parts they sent us. I figured I would fix it and donate it to Goodwill or Habitat for Humanity but the screws are all rusted and impossible to remove so all of it is just sitting in our carport. I had no idea what to do with it. Now we are receiving harassing phone calls from Sears. They say they are going to bill us for the parts that finally arrived, after six months of their complete and total incompetence.

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Beware Sears Home Protection. It's a Third Party and Not Actually Sears. Customer Service Is Worst I Have Ever Deal With. Have a C
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WATERFORD, MICHIGAN -- Beware. They make all kind excuses not to pay a claim. I call for service call. Said I would get a call back in 24 to 48 hrs. Never got a call. Was told after had no one to service my furnace in MI. Found out they're locate in Florida and it's a third party. It's actually not Sears. Terrible, nasty and rude. Had contract for almost 4 months. I was at first was told didn't have contract long enough.

After 30 days your contract is suppose be covered. Then keep being told so many reasons why it was denied then last one show that it was in good working condition. Show 30 days prior to signing up how could I was in July. Furnace was turned for summer. Turn it on in October. Never got service and still was trying to take monies out my account. It's good cause I still got a new system without being frustrated with Sears never again. Sears sales Samsung but read upon there's no factory for Samsung so who makes. Read up on your self. Beware of Sears. The old Sears is dead.

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Outstanding From Start To Finish
StarStarStarStarStarBy -
Rating: 5/51

HAMBURG, NEW JERSEY -- My sales agent was knowledgeable and patient. I had a lot of concerns and questions and he answered all of them. We came together on a fair price. The whole sales process was great. The installation customer service team scheduled the installation in a timely manner and when I needed it. The installation local company that was assigned met my every expectation.

The technician had over 35 years of experience and it showed. He also was very patient with me. He went above and beyond. Every detail of the installation was done with skill and attention to detail. My system is working perfectly. Thank you very much. I would recommend working with Sears to anyone I know.

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The Shower Replacement Project From Hell.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHARLOTTE, SOUTH CAROLINA -- The shower project from hell! Can you image taking over five months and $5600 to purchase and install a new shower. We are talking shower, not new bathroom or kitchen, just one simple shower. Sears Home Improvements promised a 1-3 day install that ran for over five months. It took three sets of contractors, three reorder of parts and literally scores of phone calls to the Sears Home Improvements Office in Charlotte in get the job done. Two of the Sears techs measured incorrectly, and two others messed up the installation. My initial decision to use Sears over local, much cheaper tradesmen was based on their 1-3 days for installation, and complete customer satisfaction.

Forget the 1-3 days, it was over five months, with half of that time having the shower out of commission and unusable. As far as customer satisfaction is concerned, Sears didn't give a hoot about my concerns, frustrations or numerous requests to get informed of the status of the project. Oh, did mention the black flies that came into my bathroom and house because the first set of installers failed to seal the drain leading to the septic tank. I don't know which was worse, the ineptness of the project install people or the total lack of any pretense of keeping me in the loop during the needless delays.

You would think Sears values their corporate reputation enough to at least keep the customers that have supported them for decades happy. Sears used to be my go-to source for automotive repair, appliance service and repair, and numerous other consumer needs. That horrible experience has changed any thoughts I might have of purchasing anything from Sears in the future. Sad but true.

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Sears Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 249 ratings and
854 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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