ST. LOUIS, MISSOURI -- On April 24, 2016, I purchased a Craftsman Rider Mower, 46” 19H, Model #917.255830, Serial #120915A001041 from the South County (250 S. County Center Way, St. Louis, Missouri 63129) Sears store from sales representative **.
Mower was delivered on April 26 and used for first time. Mower was backfiring and blade was making noise. I contacted the manager, **, at the Sears store where the mower was purchased. ** indicated I would need to call the delivery center for return of the mower and provided the number, 1-800-341-2517. The representative at the delivery center informed me I needed to talk to Customer Service and transferred me accordingly. Customer Service then provided another number for me to call, 1-800-827-8655.
When I call the number provided, I was informed I would need to contact the store where I purchased the product. When I called the manager of the store, **, he indicated that he would contact the Delivery Center and they would contact me for pickup arrangements, and provide the necessary paperwork for reimbursement. After two days and no correspondence, I replied to the original email to request acknowledgement of receipt and an update on the situation.
On May 11, I received an email from ** indicating I would have to contact the Delivery Center. I immediately contacted them and the representative provided a case number for pickup: #** and her ID number: **. She indicated the mower will be picked up on Friday, May 13 and all but the delivery fee would be reimbursed to my Sears credit card within 7-10 days.
On May 12, I received a call that the mower would be picked up between 12:30 and 2 pm on Friday, May 13. Delivery personnel arrived at 11:36 (1 hr before scheduled time) the following day to pick up the mower at my house. When asked for a copy of the manifest, they had none. Personnel was extremely rude and stated he could not provide proof of pickup. He had been doing this for 18 years. I had no intentions of giving anyone a $1,500 mower without paperwork indicating the mower was picked up. That is not business savvy. The delivery personnel became angry, slammed the door to the delivery van, and took off.
I contacted the Delivery Center and the representative, ** verified the delivery personnel should indeed have a manifest to which I should have received a copy. She indicated the delivery personnel's attitude would be reported and she would call me back with another pickup date, and ensure the personnel had the manifest.
On May 13, I received an email from ** from Granite City MDO - Unit 8730. She was the only person out of seven people that could make the proper arrangements to get the mower picked up. She was professional, courteous, apologetic, and a god-send. I finally received credit for the returned lawn mower, however, the delivery charge at time of purchase was agreed upon to be $59 with the military discount. I realize the delivery charge cannot be reimbursed and was told there would be no charge for pickup. Sears still charged me a total of $101.98. After still yet another phone call, I was able to get the charge down to $79.
I bought a Craftsman YT 3000 46" Briggs & Stratton 21 HP Gas Powered Riding Lawn Tractor on 2/9/2011. I bought it from the Bath, NY store. I live in NY and the weather has been horrible. Today, 4/22/2011, I pulled my tractor out of the garage for the first time, put gas in the tank, checked the oil, tire pressure, etc all was looking good. I started up the tractor and it started right up with a little roughness for about 30 seconds and then smoothed out. It never had gas or was started until today. I started it up with the intent to use my Craftsman lawn sweeper and roll the lawn later this weekend.
I engaged the blades to make sure everything was working OK as I checked out all the features on my first new tractor and the entire tractor started to shake violently! I unengaged the mowing deck and it stopped. I re-engage the mower deck and the entire tractor shakes, especially the steering wheel. This tractor is literally 2 minutes old even though it was purchased on 2/9/2011.
I called the 1-800 number and they cannot get a tech out until 5/5/2011 - two weeks. I called the store I got it from and they asked me to check under the mowing deck to look for a bent mandrel - cannot really tell. They were supposed to check and see if they could get me an earlier appointment, no follow up. I usually only buy from the Hornell, NY because Mike stands behind his customers, but this time he did not have this model in stock so I had to buy it from Bath, NY.
Here's my issue - a brand new $1349 tractor that is useless to me. I can sweep and maybe roll but will not be able to mow. Why do I have to wait for service for two weeks? Why is this tractor not being replaced since it is so new? I have bought a lot from Sears in the past few months. I should not have to take time off work to have this fixed; it is brand new and has not cut a single blade of grass - I have the pictures to prove it, the underside of the mowing deck is showroom floor new as well as the blades.
I was supposed to get free delivery with this tractor as a promotion that was going on when I bought it, but the store does not deliver so I had to pay a guy I work within my office to go pick it up with a trailer. I also noticed that there are others that have this same issue now that I started looking - one on this same site.
To say I am disappointed is an understatement. If I would have bought one at Lowe's - I could have a service guy much sooner or replaced due to the age of the tractor; I called. I do not think that waiting two weeks is acceptable when this is brand new. What are my options? I look forward to hearing from you.
FAYETTEVILLE, NORTH CAROLINA -- My name is ** and this is my story, as well as my review of my Craftsman model number 358.341950 serial number 12208N200682 chainsaw, and Sears in general. After returning from a combat tour in Afghanistan my property was a mess to say the least. The grass was as tall as my truck and the bushes had grown out of control, as well as the many trees. After struggling to get it under control with my handed down, 20+ year old equipment, I decided to treat myself with the money I had earned overseas and buy myself some new equipment, all of which ended up being great investments; all but one.
From the start the one piece of equipment that I had bought from Sears, also being the only Craftsman brand equipment, proved to be more trouble than it was worth. I purchased the chainsaw brand new, as well as some Craftsman brand pre-mixed fuel and Craftsman chain oil, both of which the sales associate recommended I used to avoid warranty complications down the line.
Through the short lived life of the chainsaw, I had the nonstop issue of the chain loosening, as well as the engine being difficult to start and dying constantly during use. I was very disappointed in the chainsaw which had so many good reviews on the Sears website, which I later noticed was very shady..
After going outside the website, and doing a broad search of reviews, I noticed that there were very many negative reviews coming up in my search results that were posted on the website, but when I would click them, would lead me to a Sears error page saying the page no longer existed. This leads me to believe that Sears goes through the reviews of its products and removes negative reviews to boost the appeal of the product. That possibly incorrect assumption aside though, I'll continue on with my story...
After less than a year and maybe around 5 to 10 uses of the chainsaw, it seized up while cutting down a tree on my property. I immediately walked over to its carrying case, placed it neatly inside, along with its unopened extra bar and all other parts and pieces that it came with, and headed to Sears.
Once at Sears the associates working at the repair desk were very polite as they had me talk them through what had happened. They informed me that the Craftsman engines are notorious for overheating and seizing, especially in the hot summer months, but it was still under warranty and it would be fixed for no charge and I would have it back in a couple weeks. I headed home very pleased. That is the last moment I would be pleased with the customer service of Sears.
A couple weeks after dropping off my chainsaw, I receive a call from a Sears associate asking me how I would like to pay for the repair, which was higher than the price of the chainsaw when I bought it new. I informed the woman that I was told the chainsaw was still under warranty and it would be a no-charge repair. She told me that the chainsaw was damaged because an improper fuel/oil mixture was used, leading to an overheated engine, and that I should have used the right fuel and oil.
I informed her that was not possibly the case because the only fuel used in the chainsaw was the Craftsman brand pre-mixed fuel designed for their 2-cycle yard equipment, and that the chainsaw had been purchased right after my deployment and barely used. She replied stating that, even if that was the case, she can't change the remarks from the repair technicians, and she was not there to hear my "soldier stories" or argue, and told me that I could either pay the bill or not. I asked for her name and extension, and to speak to a manager.
She refused to give me her name or extension, and claimed that there was no managers working there at the time, but she would have one call me in a day or two. After a week, I still had no call from Sears. I called again, getting a very similar conversation, and again, at the end of it told that I would be receiving a call from a manager, a call that yet again, I never received.
After another week or so, I decided to attempt to call Sears again. This time speaking to a woman that ended up being very polite, unlike the others. I told her I understood that at her level she probably couldn't get my bill waved or give me store credit to buy a new chainsaw or anything of that nature, but I did request the damaged parts of my chainsaw sent to me, along with a written memo stating why Sears refused to honor my warranty so that I could provide it to my attorney here at the military post.
She said that would not be a problem, and she also apologized for a manager not contacted me in a timely manner and claimed that nowhere in the system was a "manager call-back" placed for me, or any notes at all, but that she would place one and a manager would be calling me within 24 hours.
After 2 or 3 days, a manager finally calls me back. I start to explain the whole situation, which I can tell she already knows. I ask if she already knows what is going on with my situation and she replies saying yes, and that Sears is not legally obligated to give me any proof of the damage of the chainsaw that they claimed, any documentation showing why they aren't going to cover my item with the claimed warranty, or any other documentation for that matter, and that the only thing she would provide me was a bill, so I could either take it or walk away.
I asked for her name and extension, which she would only give me the first name **, which I'm sure there are many working for the Sears corporation. I've devoted my entire adult life to serving the citizens of the United States, as well as all of my friends, multiple who have lost limbs in the course of battle and still to this day not complained once. It disappoints me very much that with the money I made doing it I chose to spend on what turned out to be junk equipment, with a warranty that some of those same citizens refuse to help me with, and instead give me rude remarks and claims.
Even aside from the failure to honor the warranty, the attitude in some of the associates that I talked to was enough to turn me away from Sears for good, especially with the remarks regarding opinions toward the military. Sears is just another company that when Veterans or Independence Day comes around boasts their support to the armed forces, but then turns around and treats them poorly, as well as all their other customers.
So my recommendation will stand from now on to anybody considering buying anything from Sears, specifically a Craftsman product. Don't do it. Give your money to some other company, one that is going to stand behind you, and buy a product that builds its reputation off of quality, not flashy commercials. I bought the chainsaw thinking I was going to save a few bucks and in the end lost a couple hundred and have spent more time being stressed out and trying to get the chainsaw replaced than I did actually using the chainsaw.
I purchased a Sears 42" Garden tractor 10/23/09, along with this we purchased the repair agreement for $300+. When the tractor was delivered it took the person approx. 45 minutes to get it going. When I went back to use it a few days later the battery was dead. I went to the Sears store and got a new battery. That worked. At this point it was pretty much the end of the season for mowing, etc. The tractor was stored in a warm garage. This spring I went out to start it. Surprise!!!! It was dead again. I called and had Sears repair come out. The tech said the battery I had would not hold a charge, but that the alternator etc. was good.
So again a new battery was installed, the tech said to let the tractor run for an hour to ensure that the battery was charged. This was done. I went out a couple of days later and guess what! Battery was dead again. Again called Sears and scheduled a repair appointment. They were to come to my home today between 8 am and noon. I got a call about 11am; he has 15 service calls and can't come until at least 8PM. Unfortunately I have to work, my job has this thing about when you are scheduled at a certain time you are expected to be there. Again try to reschedule.
I spoke to a Sears representative she said they couldn't be out here until next week, again between 8am and noon. When I asked to speak to a manager I was put on hold for 15 minutes, finally I hung up when it was obvious no one was coming to the phone. I tried to call the store manager where I bought the tractor, after 4 calls and time on hold I finally spoke to the manager. He stated that at this time of year they are "experiencing an unusually high call volume." What an overused excuse that is. I mentioned that if this couldn't be resolved I would be trying to return this tractor.
He then stated that I could do this but that a restocking fee would be charged. He gave me a number for customer service complaints. I spoke to them, and was told that service was a completely separate group and they have no control over them. She did check and make another appointment between 8 and noon appointment next week. No guarantee on time.
As I told them there was a time when the name Sears and Craftsmen meant something. I t used to be that if you bought a Sears or Craftsmen product it would be good and dependable for many years, Unfortunately I feel that this is no longer the case, I will not buy anything else made by Sears or Craftsman and will make my dissatisfaction known, whenever and where ever possible. I am sure that Sears doesn't really care what I think or feel and what's one more dissatisfied individual. Somehow this seems to be a sad commentary on most of what we call service today.
COCOA BEACH, FLORIDA -- Compressor Model #921153101, Part Number E100059 knob on Pressure Regulator controlling air flow; plastic cracked. Used compressor 6 times over period of 6 years. Representative guessed which part I needed as he had a number of calls for same part. Part was $40. Would not send knob without Pressure Regulator. A representative said she would ship knob free; never came, never put in the system. SEARS IS GOING OUT OF BUSINESS, because they don't know what customer service means; their motto is "screw the customer".
FAIRHAVEN, MASSACHUSETTS -- I recently purchased a Model 247.25000 Mower from Sears Hardware Store in Fairhaven Mass. The sale price was $999.** with an original price of $12** with a savings of about $250.00. Since the sale was ending the next day I asked them if they would hold the mower for me for a few days if I gave them a $50.00 or $100.00 as a deposit. I was told that they could not do this (take a deposit). I then elected to place the mower on lay-away which cost a fee of about $10.00. When I returned 2 days later the mower was priced at $991.** some $8.00 cheaper than my purchase price. When asked they said that I made a deal at $999.** and I could not get the cheaper price.
What has happened to the friendly policies and service that Sears once had?? I feel that any any reasonable store would (1) take a deposit to hold an item for several days and (2) give the store price of $991.**. (Please note that my cost was the lay-away fee plus the price difference or about $18.00)
After reading several of your comments about this complaint I still feel that I should have been given the lower price of $991.**. If I had an item on lay-away at Wal-Mart and in the meantime the price went lower I would be given the lower price. After all I could pay the higher price, return the item then re-buy at the sales price. I also feel that I was given a bum-stare by the store for stating that the sale was going to end on a date when in fact the sale didn't end, the price went even lower.
Also had Sears taken a deposit there could have been a cut-off date set up but the store would not take a deposit. I have been buying at Sears since about 1948, that's 64 years. Their policies were buyer friendly and the service excellent. Not any more!!! Small wonder the shape Sears is in today!!!
LONG BEACH -- I have a Sears Lawnmower, which is new and still under warranty. I had to purchase it to replace my original Sears mower which wouldn't start and had also been in the shop several times for the same problem. I am really irritated and hope no one else should have to go through this same problem. Its a serious waste of my time and its irritating as heck.
I will say that the Sears operator was helpful about it but if anyone is considering buying a Sears should take this into account if you read this, hopefully someone will see it and avoid the same problem I have. If you have already purchased a Sears Lawnmower or other motorized product, the operator advised me to do these three things.
Call Sears (800) 469-4663 National Number and talk to someone who can escalate this to Sears One Source which is also at the national level and they can help by either replacing the unit or giving you a replacement or rental to use while yours is away from home. After calling Sears they tell me they only work with people who have purchased the Additional Warranty plan. So if you are like me and you only extended your warranty for 2 yrs then Sears does not care how many times you have to be inconvenienced and according to them it does not come under the Lemon Law.
Message the service center near you and escalate this issue with your service order and have someone call you within 24 hrs. PS Escalation does not get you any faster service. I am going to complain that there is a design flaw in the carburetors of all Sears motorized product eg lawnmowers, edgers, blowers, weed whackers etc. Get a hold of the service center near you and have them call you. After calling the repair shop in Fontana they informed me that NO SEARS PRODUCT WITH A MOTOR IS COVERED FOR REPLACEMENT EVEN WITH THE EXTENDED WARRANTY - BUYER BEWARE THEY ARE NOT SYMPATHETIC.
My Sears Lawn Edger which was also purchased has the same issue with the carburetor. Design issues call 800 659 7057. So all in all think twice before you buy from Sears unless you enjoy the atmosphere of the Sears repair center nearest you.
BATON ROUGE, LOUISIANA -- Sears has the worst product and customer support that I have ever encountered. I have a Craftsman riding mower and needed repairs. I called to schedule a home visit, but was told next available appointment was 5 weeks out. I decided to accept it and was told a service person would arrive between 1:00 and 5:00 pm and the minimum cost would be $135. I took off work and waited between 1:00 and 5:00 and no one showed up or called me. I called Sears at 5:00 and was told the service person was running late but would be there. At 6:30 pm, I received a call from a serviceman and he said he was not going to make it.
I called Sears the next day and told them what happened. I asked them to schedule someone in the next couple of days because I needed my mower fixed. I was told I would just have to schedule a new appointment and it would again be over 1 month before someone was available. I spent over 1 hour on the phone trying to contact a manager to resolve the problem. I never got to speak to a manager, and was simply “bounced” from one department to another.
Every single person I spoke with was rude and condescending. In spite of the fact that the entire problem was that Sears never showed up or contacted me during the 4-hour repair window, everyone I talked to was incredibly unprofessional. These people were actually being antagonistic towards me. It is by far the worst customer service I have ever encountered. I will never purchase another Sears product.
By the way, after giving up on Sears, I contacted a local lawnmower repair service. They picked up the mower, fixed it and dropped it off for $90. They could not have been any nicer or more professional. Shop local and stay away from Sears. They are horrible.
My mower broke after 1 season. The welding on the front guard failed and the guard got chewed up in the mower blades. If you do a google search, you will find that this is a very common occurrence with Sears mowers. When I took it to the Sears repair center, they said it wouldn't be covered b/c it was my fault for hitting a rock.
Mind you, I waited to take it until 2 days after the warranty expired, but they assured me that even if my warranty was not expired and still valid, they assured me this still would not be covered by the warranty. They pointed to a nick in the blade as so-called "evidence." That is utter nonsense. I never hit anything with that mower. If there is a nick in the blade, then it was from the metal guard being chewed up in the blades after the welding failed!
They gave me a 20% off coupon with restrictions on it as compensation. I tried to buy an identical one, but it was discontinued. One was located at a store far away and for more than I paid for my original, and I purchased it. They even refused to have it shipped to a store closer to me.
Then I realized I was a chump for buying another mower from Sears, so I never picked it up and asked for a refund. Then Sears refused to give me a refund b/c they said it was picked up by someone using my credit card. I said that was impossible, b/c I had been out of the country for over a month on the date they claimed I picked it up! I was livid. I disputed the charge with my credit card company, and guess what? Sears could not prove that my credit card was used by anyone, and they could not prove it was picked up. Imagine that.
Sears is struggling as a company, and it's not hard to imagine why. If you have your own issue with Sears and are thinking of writing a review, you will get a message from Sears asking to try to resolve it first by contacting one of their social media support people before writing a review. Don't bother. I did that, and look where I am. They are useless and condescending and will accuse you of being a liar and a thief like they did with me. Thank goodness I have a good credit card company that investigated the issue for me.
CHICAGO, ILLINOIS -- My story begins with the scheduling online for a service call on my Craftsman lawn tractor. I supplied the model number and the part number that I needed installed. On the 29th of June a really nice tech showed up and announced he didn't bring the part and would have to reschedule for the 3rd of July. Then fun begins. On the 1st of July I get a computer call saying I need to reschedule my appointment. I call and they ask if I have the part. I didn't know it was coming to me. I was told to call back when I got the part.
On July 2 the computer calls me again to reschedule my appointment. I call again and am told that they will forward the info to the parts group and they will call me, never happened. On July 3 the computer called again telling me to reschedule.
Later that day I get the part. And yes it came before the original appointment time and would have been available to be installed. On July 4 I call and was told the tech will be there on July 6 between 1-6. So I take off work and sit. At 6:30 I figure no one is coming. Now the fun really begins. I call and after several transfers the customer service agent checks and informs me that the appointment has been scheduled for July 13th. None the less this is a surprise to me. She said I should have received a courteous call. Didn't happen. When I asked if the appointment could be moved up she said no.
When I asked to speak to a supervisor she put me on hold for 2-3 minutes and when she came back she said the supervisor said there was a shortage of techs that work on tractors and it was a busy time of the year. When I asked to speak to the supervisor I was told no. While I was on the phone I told the agent that I was going to go online and see what appointments I could get.
Miracles of miracles the online system gave me an appointment for Monday the July 9th from 8-12. The only catch is that I would have to agree to another $99 service fee. I made the appointment and the agent informed me the only way to avoid the additional cost was for her to file a payment dispute. We'll see.
I asked if there was a manager I could speak to and she said she would put in a request. When I asked when I might hear from him she said "could be twenty minutes or two hours" she had no idea. Well it's been almost three days. You're right nothing. Well it's 1:45. Nothing. Maybe the tech will be here by Friday. This will be the last time I deal with Sears. Purchases or service.