Sears Consumer Reviews - Page 5

CALIFORNIA -- I purchased a wall mounted fan from the Sears "Marketplace". I purchased it for a room that was being renovated, so I didn't install it right away. About a week after it was installed, my grandchildren were staying the weekend and slept in the room with the newly installed fan. About 3 am the fan broke, literally came apart inside the cage. The noise was so loud that my grandchildren thought there was gunfire and were terrified laying there in the dark. I immediately contacted Sears and the person I spoke to told me I had to call the manufacturer. He gave me a phone number that didn't work, so I called Sears back. They tried calling the number and found that it wasn't a working number. I was told they would get back to me in 72 hours. They didn't. I called again and was again told that they would get back to me in 72 hours. This time I got an e-mail stating that since I didn't return the fan in 30 days, there was nothing they could do. I repeat, the fan worked for about 5 hours and Sears refuses to warranty it. I chatted with them and all they could say was I should have returned it in 30 days and that there was nothing they could do. Sears used to take care of their customers. This is no longer true. Now I understand why so many of their stores are going out of business. DON"T BUY FROM SEARS!!!! They won't take care of you if something goes wrong.!!

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.

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.

SAN DIEGO, CALIFORNIA -- I bought a microwave I thought. They canceled my order. I ask if they could back ordered it. They said they couldn't do it. I asked them to refund my money. They first said 3 to 5 days. I waited. I called again. Now it's 7 to 10 days. But here they are quick to get their money. I have bought all my appliances with Sears for the last 40 years, but with this I will go somewhere else. Till this date I have yet to receive my refund. Be careful with Sears online. They are a fraud!!! Don't order anything!!!

PASADENA, TEXAS -- I filed a claim for my refrigerator the first week of May and here we are today 'no working refrigerator.' The service technicians simply looked up a code that was showing on the panel and ordered a part. When they came out 2 weeks later the service tech ran out the door when I came back down to check his work. I called him immediately and he did not answer his phone.

I was desperately trying to get a hold of him as we were approaching a three day weekend. He simply replied via text, 'give it 24 hrs to stabilize and should turn on.' These guys, had the parts delivered to their home and waited 1 week before installing. In addition, this company is a mom-pop business that works out of their garage!! Sears- needs to have 'secret shoppers' that can monitor the quality of service these companies are providing.

STREAMWOOD, ILLINOIS -- We have had a maintenance agreement on our central air for over 33 years. The Tech showed up, said it was the fuses, he said to call and we would get in tomorrow if that was not the problem. He did not even look at the unit. Of course that was not the only problem, and when we put the new fuses in the unit sparked and smoke started coming out of it. I don't think he wanted to deal with it because it was 5:30 on a Friday before a holiday weekend and it was almost 90 degrees. When we called back, I was hung up on, when I called back again I was told the earliest I could have a tech out was the 30th. That is 5 days out and it is going to be HOT for the next week.

Why have I paid for this TERRIBLE service for all these years. The tech lied straight out. ON top of that, I know the air conditioner will need parts and it won't be easy because of the age of the unit. WE are seniors and don't deal with the heat. DON'T BUY SEARS MAINTENANCE AGREEMENTS. IT'S A BIG JOKE!!!

PORTLAND, OREGON -- I have a master protection on all my Sears product (7 total). It takes 1 or more months to get my products serviced if it needs repair, 2 weeks just to get someone here to look at it. And you also give you a 4 hour window so you have to wait for a call when they are on their way to you home. In the last 2 months I have had 10 service appts. That is 10 days I have to take off work or rearrange my schedule.

The last straw was when I needed a new handle for my dishwasher. When I spoke to them to make the appt they wanted to know exactly what was wrong with the dishwasher and possibly fix over the phone. We knew that it needed a new handle and it was suppose to be on the truck so they could fix it. The service guy got to my house was here for 1 minute and said he needed to order the handle. I waited 2 weeks for this appt and now I can't get another appt to come out for another 2 weeks.

Ridiculous. For what I pay for this protection it is not worth my time. Oh and when you buy the thing they tell you get top priority or they will send a 3rd party out and the ones I have had didn't look like they knew what they were doing or messed up my appliance.

CALIFORNIA -- Our 2.5-year-old LG refrigerator broke down three weeks ago. We called Sears Whole Home Warranty for a repair which was scheduled a few days later. The repairman on contract with Sears said it needed a new compressor and we had to wait another week for a Sears repairman to look at it. He ordered a part, which should have arrived in 2 weeks. When the part didn't arrive in two weeks, we called Sears service to be told it will arrive in 5 more days, with a appointment in one more week to repair it.

Sears is taking way too long to repair our fridge, which is under both their Master protection plan AND their whole home warranty. Sears has NOT offered any compensation. Not a loaner fridge, a replacement fridge, nor any compensation for spoiled food, which I believe is part of their Master protection plan. Four weeks is much too long to wait for repair on a refrigerator under warranty. My family is extremely disappointed in and inconvenienced by Sears.

MASSACHUSETTS -- 10 month old fridge broke on 12/18, I bought the best warranty. Called for service and the best they could do was 12/29. On that date the service tech came out and had to contact someone on the phone for help to diagnose. Ordered the part and he was to be back on 01/12 in install. Took day off from work and no one showed up. Spent more than 2 hours on phone only to be told they could not be back till the 24th.

Six weeks with no fridge!!! They offer no explanation as to why he didn't show. I had to rent a fridge and was told my warranty covers it. I was just told by Sears benefits that because I didn't get an approval code I am not covered for that. The food loss form they sent me to fill out didn't work. It's no wonder Sears is closing stores nationwide. NEVER AGAIN.

INDEPENDENCE, MISSOURI -- We had a power surge in our subdivision 2 months ago. It knocked out our 5 month old 70 in television. It has been over 2 months and I am still without a television. Sears sent the repair out to a third party who came to our home within 2 days of the report, but has not been back since. He ordered the wrong parts, and the ones he did order, he kept since Sears paid for them but they were shipped to our home. He will not respond to any of my texts or calls. Sears cannot help as they keep referring me to their third party. THIS IS NOT RIGHT!