Sears Consumer Reviews - Page 3

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.

I had been checking out prices online for the California brand air compressor model 2010A when I saw an advertisement on cnn.com for that compressor (see attached screenshot). The price was $142.19. When I clicked on the link it took me to Sears.com but the price changed to $169.99. I contacted Sears through their website's Chat feature but they would not honor the lower price in the Sears advertisement on CNN's website. They did eventually offer me 10% off one of their own compressors. I declined that offer.

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!

WARMINSTER, PENNSYLVANIA -- published here https://pl.trustpilot.com/reviews/5de9127ac845450894e816c8

I bought a Kitchenaid stove from Sears outlet on the 4th of last month they took the money out of my account that day. On the 13th of last month it was returned before I even received the item. The day it was suppose to be delivered I received a call from the delivery guy stating that he couldn't deliver the item cause it was unsafe to use. (His words exactly). So I returned the item before getting it delivered to my house. I have been on the phone since with six people from Sears that bounced me around from person to person stating (you need to talk to the other person, I can't help with that problem). I finally got someone from the Sears company to help me in regards to my problem (Anthony) from the Sears Outlet in Delaware. He made sure we at least had my return in process even though it's going on 16 day and still my money has not been returned to my account. The workers at Sears started by saying (it will be 3-5 business days for the return), then when I waited to the 5th day I called again. Then the next person from Sears stating (oh it's never 3-5 days it's always 5-7 days for the return process. So again I wait until the 7th day and call again stating that the money has not been returned still. The worker then stated after I have been calling the same number multiple times (that this is not the number to handle that subject). So after being given another number, not just transferred. I called the other number where the worker on the new number I got stated ( we don't handle that subject), and tried to give me the same number I called the first time. I told the worker (Anthony) that I'm going to call the other number on threeway and have them speak to the people that stated that it's not the right number. So after they talked it out from my one phone to the other. The Sears worker Anthony said (I'm gonna talk to my boss and see if we can get this fixed). So Anthony and his boss called another number and spoke with a person on speaker where I could hear the conversation. Anthony told the other guy on the phone to put the return into process so I will receive my money. All of this and it's now December 5th 2019 and still from the 13th to now did not get my money back. I'm writing this letter to let people know that it was easy for them to take the money but almost impossible to get the money back after an (Unsafe item) was going to be delivered to my house. (Sears delivery guy stated in his words not mine), I never seen the item.

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.

TAMPA, FLORIDA -- Shopped many companies for windows and doors. Decided on Sears because they had a great warranty, seemed to have a good product, and offered 2 years interest-free financing. Ordered product in late May. Told it would be about 3 months to receive product. We called to inquire in late July about the status of our project and were told that the sales representative should have called us. They didn't have the doors that were ordered, so we would have to order doors, which would take another 3 months before they are ready (so, 2 months were lost). Numerous calls to check on the status of our project went unreturned. When they finally did call us to give an update, the project coordinator immediately put me on hold once I answered her phone call so that she could look up the status of our project. The windows were finally installed after they failed to show up on the day they originally scheduled. Doors finally arrived in warehouse, only to be told that they didn't have anyone who could actually install them. They claimed that they looked as far away as Texas to find someone to install the doors. When they finally did show up to install the doors, they showed up 4 hours late. Moreover, their 3 man installation team included one guy who was on his first day on the job and another who was on his second week on the job. Also, they were not able to get their lift to our house on the installation day because its batteries died, and they would take several days to charge the batteries. Ultimately, when they attempted to install the door, they found that it was actually 2 inches too short the opening. The crew called the regional supervisor, and he told the crew to alter the house's door opening to fit the dimensions of what were supposed to be custom-made doors. At this point, we made Sears refund us for the doors and are having those installed by a well-respected local company.

SPRINGFIELD, ILLINOIS -- I bougth a washer from Sears and as usual bought the 5-year extended warranty given prior experience with products breaking down (over the years, I bought multiple fridges, washers, dryers, freezers, ovens, diswahsers, etc. from Sears and others and know how low the industry standard has become nowadays).
The washer started leaking. I called Sears and they scheduled a repair appointment. The techinician came and wouldn't touch the unit after he opened it and claimed there were mice droppings inside it. I asked him if the leak was due to mice activity, and he said he didn't know but he declared the unit out of warranty (due to the claimed mice activity) and due to that, he can't do anything with it anymore. I asked him if he can find where the leak is coming from and if it is indeed due to a mouse activity that I'll happily pay for it, but if not, it should be covered by the warranty. He adamantly refused to touch the unit or do anything with it. When I realized that he wasn't going to do anything helpful I asked him to leave. He proceeded to leave without putting the unit back together (left the unit open with wires exposed, screws all over the place). I asked him to put it back together and he still refused repeating his claim that it was out of warranty. He went on to leave and when I tried to stop him from leaving without putting the washer together, he threatened to call the police. He left and my washser is open and I'm now calling someone else to fix it. I believe that after paying hundreds of $$ in warranty, one is entitled to a better service and experience than this. I will never ever again order anything from Sears.

RICHMOND, VIRGINIA -- We called for a repair appointment for one air conditioner and yearly service on all three units in the middle of May. With daily temperatures in the 90's the repair was important to us. The repair appointment was scheduled for June 7 with a 3 week wait. The yearly appointment for all three units was scheduled for June 16th over a month's wait. No one showed on June 7th or 16th.

They sent us texts after the 16th for us to call and reschedule our appointments they cancelled on us after the fact. A little courtesy call would have been nice after waiting so long. We expected someone to come right away to fix their mistake, instead we got a slap in the face and an appointment for two weeks away for June 29th. Still hitting the mid 90's nearly everyday. They showed up at late at 8:30 PM. This would have been fine if they had actually fixed the unit. By the time the afternoon heat got here we were boiling. This is the 4th appointment for the same problem. This new unit installed by Sears in 2015 has repeatedly had the same repair calls! Will not cool!

When we called and scheduled an emergency repair appointment and yearly appointment for the others the first appointment we could get was July 13th. The next day we were receiving texts to call once again to reschedule the repair appointment. The first appointment they had was July 25th! So far we have not canceled a single appointment and have told them we would be here 24 hours a day, any day of the week they can make it.

How much time does it take on the phone to make an appointment, reschedule appointment, make the attendant understand you have a policy and need to make an appointment in less than three hours and you don't want to speak to 5 people?

So far every time we called we got different information from every representative and we have played pass the buck at least 4 times which has really stressed out myself and my husband to the extent that we are going to cancel our policy. At 599.99 a year, one would think there is actually some service being covered. Is this the same company or is it being sold off piecemeal? Our policy has gone from an A+ down to an F in a matter of three years. So far our three years with Master Protection Agreement is wonderful as long as nothing breaks, you don't call them and you don't ask them to honor their policy! We are canceling ours how about you?

DAYTONA BEACH, FLORIDA -- I bought a Samsung 55" TV from Sears on July 31, 2016. On May 20, 2018 it went blank. I contacted Sears on-line and was told that the earliest appointment was set for May 31... ELEVEN DAYS OUT. I complained. The person at the other end volunteered the 877 number the next day and to call and confirm and perhaps see if they could give me an earlier appointment. I called the next day only to find out that they had NO record of my transaction. I was told by phone that the next available date for service was June 7 (18 days out). I complained and told that person that I had the transcript of the Internet conversation.

Next thing you know I was bumped up to May 31 but they could do no better. I was told that the service would be between the hours of 8 AM and 5 PM. I asked if they could narrow the window and they said "NO". On the morning of my service I got a robo call at 7:27 AM stating that the technician was "On his way". I wanted until 9:15 and called the 877 number stating that the auto message was too vague. The person told me (after I prodded) that he would be there between 9:15 and 10:15. Around 9:20 the technician arrived. He got out his meters and quickly diagnosed the problem.

MY problem is that he did not have the parts (I just knew that this was going to happen) and he ordered them right then and there. He told me that they would arrive at my address. He gave me a second appointment for JUNE 21, 2018. I was speechless! He further went on to explain that they have only ONE technician serving ALL OF CENTRAL FLORIDA! He stated that they had a second person doing the same job but he has been out sick since January! HUH?

So from the time that my TV went on the Fritz to the time that it will be tentatively fixed will be a total of 32 days. Ridiculous!! I will never buy another item from Sears, I will never insure a large purchase when A &E is the factory service, and I am closing my Sears credit card.

LAS VEGAS, NEVADA -- I am a new home owner and I wanted to buy a washer and dryer from a company that would help take care of me if needed. I spent over $2500 on a Kenmore washer and dryer about 7 months ago. The washer machine has broken 3 times since then. The computer board just stopped working. So on 08/11/2016 I called Sears to set up an app. to fix it. They didn't have any open time on Friday or Saturday which I understood. So they made an app. on Monday for 8 am to Noon. I took a day off work just for this. I get an email at 12:01 saying they have changed my app. to 08/16/2016 from 1 pm to 5 pm. So I have to take another day off work. I called several times to explain my disgust and disappointment. The customer service was very rude and didn't care at all. So on 08/16/2016 around 4:45 pm they still have not shown up. I call and they changed my app. again without tell me from 4:30 to 6:30. Well that just was not ok with me. I had a meeting I had to go to. So while on the phone I tried for over 20 min to tell them I need help on this today. I can't be without a washer for 6 days. All they said was well you are gonna have to wait. So finally around 5:30 the Tech shows up. The nicest guy ever. After about 2 min he tells me the issue and starts looking at parts. It is going to cost $1,300 to fix this machine. It would only cost $1,100 to replace. The parts won't be here until 08/27/2016 and then I can make an app when they have time. This is unacceptable. I will never buy any thing from Sears again. I will make sure to tell everyone I know the same thing. Sears Customer Service is terrible. If you actually read this just know the service is horrible and not worth buying.