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Sears

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Pennsylvania

Consumer complaints and reviews about Sears

C O’Neil Send email
 
Nov 8, 2018

Home Appliance Repair

We purchased an LG refrigerator from Sears 6 years ago.
We always purchased an extended warranty and have good results with repair until this September.
I have been without a refrigerator for over 7 weeks.
The repairman has been to our home 3 times, replaced the motherboard twice and the entire fan unit.
The parts supervisor stated it was not fixable and advised a call to customer solutions for replacement, however customer solutions insisted on repair of the compressor. A valve was ordered and came. We had an spoonrnget set up and Sears cancelled and told us we had to wait an additional 3 weeks for repair. Each time I call customer service, I get uncaring individuals who really do not have a clue. It seems they are deliberately delaying so they do not have to fulfill the warranty. They are trying to wear the consumer down so that they just give up.
So sad Sears has had to come to this.
Chris O’Neil
Frustrated Consumer Send email
 
Sep 16, 2014

TERRIBLE CUSTOMER SERVICE

*****WARNING! SEARS PRODUCTS AND WARRANTY VENDORS SHOULD BE AVOIDED AT ALL COSTS!!!*****
We purchased a Sears Kenmore Elite 30 cu ft refrigerator in mid Sept. 2011 expecting to be receiving a quality product that would last for years. We purchased a 5 year warranty service protection agreement for this product with 1-800-4-MY-HOME as the contact number for any issues that we might encounter. The first week of Sept. 2014, we received an error code on the front of the display panel. We contacted the Sears immediately to schedule an appointment for a technician to come out and fix the issue. The technician was not available until a week later with NO EVENING OR SATURDAY APPOINTMENTS available and the appt times were only available in four hour increments. We scheduled an appt and requested to be contacted via cell phone prior to the technician arriving so that we could leave work and be home within the 30 minute allotted timeframe which we were ASSURED would be provided to us. One week later on that day no phone call was received on our cell and when we arrived home we had a message on our home phone stating that the technician was here and that we had missed the appt and to call and reschedule. Ok… a misunderstanding. So we called and rescheduled for the following day.
Day #2 arrives and we had requested the same contact via cell with the 30 minute allotment so that we did not miss more time at work than what was needed. Needless to say… no phone call on the cell phone nor the home phone. A NO CALL… NO SHOW… We contacted Sears warranty phone number AGAIN and we were told that the technician had called into the SERVICE NUMBER and stated that we needed to reschedule. Why the technician would call the service number and not us directly I can’t comprehend…??? How are we supposed to know that we needed to reschedule other than realizing at the end of the day that it was a NO CALL… NO SHOW…??? So we rescheduled our appt AGAIN for another week out since the ever so unhelpful and unsympathetic SUPERVISOR could not fit us in until that time.
Another week later for our 3RD scheduled appt, the technician finally called our cell number and spoke to us. We let him know that we were on our way and would be there shortly. We were also assured that the 30 minute allotment window would be provided to us this time as well. So we arrived home within 15 minutes and there was a “Sorry we missed you” sticker on our door. The technician had arrived within 5 minutes of calling us and left right away KNOWING that we had just spoken with him and that we were leaving work to be there. We tried to contact the technician directly immediately and NEVER received a response. We called the service number AGAIN and we were told that they would contact dispatch and get back to us shortly. Two hours later… NO CALL BACK! We called the service number AGAIN and were told that we needed to reschedule FOR A 4TH TIME. Is there anyone that would not be frustrated at this point in time? It might not have been much of an issue if I had the luxury of not having to work however most people that I know are not that fortunate.
The refrigerator is less than 3 years old and already having issues. This story will be posted on every possible avenue that I can think of so that people are aware of how SEARS operates and their LOUSY customer service. I will NEVER purchase another SEARS product and if anyone decides to purchase their products, I would strongly recommend NOT PURCHASING THE WARRANTY since it is nearly impossible to get someone to come out and repair any issues. I can’t understand how a company so well known as SEARS could deal with such a WORTHLESS warranty vendor that they would allow their name to be drug in the mud. For my Facebook contacts… please repost this message as much as possible so that we can do the public a service by informing them of these issues prior to making the same mistake that we did in purchasing a SEARS product and wasteful warranty. And still… no resolution to date.
Send email
 
Feb 23, 2012

Stop Buying From Them

When are you people complaining going to learn to stop shopping at Sears? I found it quite amusing to walk through Sears stores to see how full their racks and shelfs were during the Xmas holiday. This is how you can show them that you don't appreciate them taking customers for granted. Without customers they don't have business. Just spread the word and stop giving them your money. When you give them your money you give them permission to take you for granted. I used to be a serious Sears shopper until they disrespected me with their service or should I say lack of service and their rude customer service people, who will be without jobs eventually. When you need appliances there are too many other stores out there that would love your business. The hell with Sears and let them see how long they stay in business when you don't buy anything from them. Call somebody else to do service on the appliances you have purchased from them and don't buy anything else from them. Sears makes it very clear to you that they don't care about you. Now what else do they need to do to you before you get it? Even K-Mart, their partner did a better business than them, but don't trust them either. They are just as slimmy as Sears. Wise up people, and move on.
What Happened To Sears? Send email
 
Feb 23, 2012

Stop Buying From Them

Totally agree, Sears has the worst customer service I have ever experienced. While speaking to their "Blue Ribbon" Representative, I asked to know who their supervisor was and to speak with him/her. I was told it was not my business to know who they were since I wouldn't be allowed to speak with them anyway. Nice, right? I will never shop Sears again and will make sure that anybody that I know who is thinking about purchasing from Sears, knows my story.
Janet Flegal Send email
 
Feb 23, 2012

No show A&E Tech

I want to express my disgust of the LOUSY Customer Service SEARS PROVIDED ME. On September 26th called SEARS customer service number to have a tech come to my house to repair a coil in a 5 year old electric oven. A tech from A&E came on Sptember 29th, did not have part on truck had to be ordered. Part ordered and came on Monday, October 3rd. Called SEARS on Monday, October 3rd to schedule a tech to install part. Was told tech can only come the following Monday, October 10th between 8 and 12 noon.
At 12 noon called the FIRST customer service rep to find out where's the A&E tech. Was told that the tech is running behind and will call me within 30 minutes. At 4:00 p.m. called again, the second customer service rep to find out what happened to the A&E tech and why he didn't call. Was told that their routing systems was down all day. More likely they don't work on Holidays.
Go Figure... Who do I believe the first CSR or the second one. SEARS is suppose to deliver a superior level of service. I DON'T THINK SO. I am now convinced their service is one of the WORST I've ever encountered.
SearsCare Send email
 
Feb 23, 2012

No show A&E Tech

Janet Flegal,

I'm sorry that your repair has not gone as you expected. I can understand why you would be posting a negative review on this site. My name is Brian H. with Sears Cares and we would like to help. We do value you as a customer and would like to see how we can assist with this unfortunate situation. We'd like to assign you a dedicated case manager who will assist you in getting any concerns you have with Sears resolved as well as make sure your repair is completed to your satisfaction. At your convenience please contact our office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the oven was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide your Facebook name (Janet Flegal) so we can reference your case. Again, I apologize for any trouble we have caused but we do appreciate any opportunity to help.


Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support

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