Sunday, September 17, 2006

When I started typing this post, I realized that I couldn't decide why Sears sucked worse, for their ridiculously crappy products, or their piss-poor customer service. I really can't choose just one, so I guess I'll have to address both.

I purchased three new appliances from Sears on September 3 of 2005. A Maytag dishwasher, and a Kenmore front loading washer and dryer. When the purchase was made, we were given the option of purchasing an extended warranty at a cost of $379 per appliance. Why, you might wonder, would anyone spend 50% of the purchase price on an extended warranty for brand new appliances. The answer, my friends, is because it's pretty much guaranteed that the appliances are going to go completely to crap.

However, we naively believed that our appliances would last a few years before they started needing service. We also thought Sears would stand behind their products if something did go wrong before that. Boy, are we stupid!

I should have known it was a bad omen when the washing machine was delivered with the front glass shattered. They said they could replace it or just repair the glass, that would be up to me.
Of course, since we were spending over $2000 total on new Sears appliances, I felt that I would really like to actually have a new washer, not one that had been repaired. I was then told by their "customer service" department that there was no reason I needed a new one, as it was repairable.
I did ultimately insist on having a new non-broken machine delivered, but I can tell you I was treated like an illogical, greedy hag for my unwillingness to accept a repair.

Seven months after purchase, I pushed the start button to wash a load of clothes, and my machine beeped at me. It didn't start, it just beeped and then sat there looking at me expectantly. I pushed the button again. This time, it beeped just a little more persistently. After a third push of the button, and a third beep, I finally understood what my machine was trying to say.
"I'm broken, you dumb shit. Can't you see that I'm incapable of washing your clothes."
"But you can't be broken," I insisted. "You're brand new, and my son is potty training, and I have eight pairs of pee-soaked pants to wash."
Refusing to believe it, I thought perhaps there was just some computer component that needed to be reset. So I unplugged it, let it take a rest for a few minutes, gave it a well deserved break. And then I plugged it back in and pushed the start button. The little bastard beeped at me and sat there.

After much discussion with customer service, they were finally able to get somebody out to diagnose the problem, order the faulty part, and come back and install it. Fortunately, I was still under warranty so this didn't cost me anything. Except for the $30 a week in quarters at the laundromat washing pee soaked clothes. Did I mention that this whole process took two weeks, and the broken part was the control panel? You know, the computer that controls the whole machine?

I thought that whole mess was over, and I was almost ready to forgive Sears for their crappy appliance and miserable treatment of the customer (that's me). Until yesterday.

Flash forward now to September 16, 2006. If you're doing the math in your head, that puts us exactly 13 days outside of the 1 year manufacturer's warranty. My son, now potty trained, had wet the bed, so I loaded up the washing machine with pee-soaked sheets, added the proper amount of expensive High Efficiency detergent, and pressed start. My Kenmore model 407... front loading washing machine beeped at me, and sat there.
"No," I said, pushing the button again. "This cannot be. You were just fixed five months ago. It's not possible that Sears and Whirlpool (that's who makes Kenmore now), could possibly put out such a piece of crap appliance that it would completely die twice in one year."

I pushed the button again. My washing machine beeped. And sat there.

"Please," I begged, "there are sheets with pee. Don't do this to me. I need you."
But of course, it's only a machine, and machines can't be reasoned with. So I immediately turned to people for help, because they are capable of logic and reason and basic human kindness and integrity. I soon learned that while most people are capable of those things, the folks at Sears have had it trained right out of them.

Regardless of whom I talked to, from department manager, to store manager, to customer service center, to appliance service center, to customer service center manager, not a single person was capable of a single one of those behaviors. In fact, all they were able to do was tell me that for $279 I could get a one year extended warranty. When asked if they stand behind their products, I was told that they absolutely do, for 90 days. After that, customers are screwed.

So now I need to load up the car with pee-pee sheets and take a trip to the laundromat. My son will love it because he gets to play Ms. Pacman. Of course, that costs extra quarters.

My poor Whirlpool manufactured Kenmore front loading washing machine model number beginning with 417 is sitting empty and non-functional even though it's only 1 year and 13 days old.
Here's a picture of the poor, broken piece of crap:



And Sears has absolutely no interest in trying to make this right.


Feel free to submit your Sears or Whirlpool nightmare stories (don't forget, they own Kmart and the Great Indoors), and I will happily publish them in my blog.

Check back next time for a post about the Maytag dishwasher that we purchased at the same time (you'll never believe it, but it broke already, too....shocking, I know).

I'm off to file complaints with the BBB and the Michigan Attorney General. I will keep you posted as the saga continues.

250 Comments:

Blogger Jay said...

First off, of course sears isnt going to replace the whole washing machine because when you received it the glass was broken. We replace the glass and thats all, its not like the washer is no longer operational because of a broken window.
It's like buying a new house because the door is broken.
And if the tech that came out the first time did indeed change the control panel than sears would have gladly sent out a tech free of charge when the washer experienced more problems 5 months later.
The technician's service is covered for one year if he changes a part.
As to the 90 days, within the first 90 days you can return you washer to sears for your money back.
After that the manufacturer covers the appliance for an X amount of time, usually 9 months after the 90 days and if you want to be covered afterwards than yes you need an extended agreement.
As to your statement of the appliance beeing poor quality unfortunately that is just what our world is coming to, the manufacturer is making cheaper and cheaper products so that they can make more money.
Back in the day, when the manufacturer made products that lasted a lifetime thousands of people lost their jobs and hundreds of factories that were opened just a few years before were shut down.
Now as crooked as that sounds sears has no choice but to sell products that are less sophisticated to try to stay on top of the market.
Take it from me, as bad or as unsatisfying as your service was and as horrible as you think sears is for "not standing behind their products" it's one of the best services offered.

1:34 PM  
Blogger Bratleysmomma said...

As for Sears being one of the best services offered, That's a REAL JOKE!!! They advertise 24hour service, just call 1800 4 my home, what they forget to mention is that after you are put on hold for at least 10 minutes, then you have to wait at least two weeks for the service technician to show up at your home--- only to have him say, "well I am going to have to order some parts and then I will come back." Yeah he comes back alright another two weeks later!!! I fully agree with the previous post that this model of washer is total junk, THERE SHOULD BE A LEMON LAW FOR APPLIANCES!!!! We also unfortuanately purchased the dryer of the same quality, JUNK!!!! We purchased the set of appliances in July of 2005, so far we have had to have 5 different service calls and are now having trouble with the dryer again.I think it is a bit much for Sears to just expect its' customers to continue paying hard earned quarters and not to metion the inconvience, at a laundromat all because they screw you into buying what you think is going to be a dependable product. And as far as the comment that you can return the product if you are not satisfied, well I tried that the first time we had problems and guess what? Yeah you can return the item, Sears will ONLY SCREW YOU OUT OF A 3% restocking FEE. MORAL of the story---DO NOT BUY SEARS PRODUCTS, unless of course you have a backup plan or are a technician yourself in need of job security.

5:24 PM  
Blogger Conblogger said...

Dude. I feel your pain. I have the same model washer and have the same problems. Now broken for the third time in just over a year. Both times they came out and replaced the control panel. What a piece of crap product and customer service. Sears used to have a good name. I consider them complete crap now. BTW my dryer also broke twice.

1:10 PM  
Blogger Tony said...

sears is the absolute worst. I will never, ever purchase anything from that store again. Our family has been w/o a washing machine for 3 weeks. The machine we purchased cosy 1400 bucks and is less than a yaer old. Nothing but run arpund, missed appts--they don't give a crap about their customers

8:17 PM  
Blogger Tony said...

sears is the absolute worst. I will never, ever purchase anything from that store again. Our family has been w/o a washing machine for 3 weeks. The machine we purchased cosy 1400 bucks and is less than a yaer old. Nothing but run arpund, missed appts--they don't give a crap about their customers

8:17 PM  
Blogger Joe said...

Here's my Sears sucks story. It sounds a lot like yours. While we're at it, I want to add "Maytag sucks".

God, you are too funny, by the way! I laughed out loud while reading your story. I feel bad for laughing but all the "pee this" and "pee that" was hilarious!

I want to close with another "Sears sucks!"

4:22 PM  
Blogger Renee said...

Four years ago I purchased a Sears Kenmore Elite refrigerator in addition to an oven/stove combo which totaled over $7,000 from Sears.

Yesterday, I scheduled an appointment for the refrigerator that is no longer working, which I certainly didn’t expect since Consumer Reports had extremely high ratings – the very reason for the purchase. (It's internal temperature is a steady 58 degrees.) I scheduled a service call for 9/13/07 and I was told the technician would be at my home between 1pm and 5 pm, and that he would call before arriving. I was also told if there was no answer he would not service, and I would have to reschedule. (Which put me in a position to have to speak to solicitors all day.) After waiting all afternoon , at 4:00 pm, a Sears representative called to inform me that NO ONE would be showing up to fix the appliance, and that I had to “reschedule”. Sears cancelled my service call!! I was astounded! The next closest appointment was 6 days away on 9/12, and then I have to be available ALL DAY! I was told since SOME of the parts are still under warranty, I am unable to call any other repair service, so I am technically held hostage by Sears. Everything that was in this state of the art refrigerator which we paid a couple of thousand dollars for has now spoiled.

I called to speak with the sales person who received the handsome commission from our purchase and it was no surprise that he was no longer there. I did speak with the Large Appliance Department Manager, Chris Devans, in the Danbury, CT store, who when I pleaded for assistance, told me, “there’s nothing I can do, it’s not my department.” So THAT's the best he can do??? Nice! I informed him that if that was the BEST he could do, that it certainly wasn't good enough, and not only will this be the end of future purchases from me, but I will tell the world about this experience and let others decide for themselves if they want to spend their money at an establishment that could care less about customer service. Well guess what, I will NEVER purchase another thing from ANY department in Sears, and I don’t recommend any one else to shop there either as they don’t give two cents about you once you’ve purchased the item.

They may have made money on this sale, but they most definitely LOST any future business from me, my friends, family, and any one else to whom I can relate this story.

Renee
CT

11:49 AM  
Blogger Dustin said...

Sears is DEAD.
I work at Sears and I hate to say it, but it is true.
Hey, I remember the "good ole days" of Sears. Before K-mart, Alan and then Alwin. Trust me, the stores now are nothing but chaos.
The reason for poor customer service and etc. is the the bigwigs that run the place.
Sears WAS a good store to work at and shop. Times have changed and Sears is now an embarrassment to retail.
I'm not saying don't go there, if you see a deal then sure. Just don't plan on returning it, lol. Some of the employees(mostly the ones on the bottom because the "managers" have all been replaced) are very passionate, but Sears is KILLING THEIR SPIRIT!

Now, Sears isn't sears. It is an animated corpse controlled by the big execs. Do you know that Alwin Lewis made the Vice Presidents work seven days straight until they got some mess straightened out? No time for family, just "Sears."

Want better service? Don't go to Sears. the warranties the Sales Associates try to stuff down your throat(they are made to) are a ripoff. I won't endorse another company by mentioning them, but I got my TV from somewhere else and the warranty was like 60 bucks! It also covered the same and was for the same time period. Sears is at least a few hundred for the P.A.(product agreement/warranty).

Shopping/Working for sears is like buying/selling a used car only every car is an overpriced pile of crap!

2:15 PM  
Blogger jwsr42 said...

I just wanted to share my recent experience with purchasing over $3500.00 of Merchandise from Sears at the Westfield Shopping Center in Vancouver Washington. On November 2nd my wife and I purchased a refridgerator, a drop in stove and a dishwasher for a grand total of over $3500.00 On November 5th your delivery team delivered the dishwasher and refridgerator to my home as promised. In the process of the delivery my newly painted front door was badly scratched. The refridgerator was badly damaged and the dishwasher was missing installation parts and smelled of mildew. After being on hold and talking to employees who did nothing for me for literally hours I finally got someone who promised to have a new dishwasher sent out with the guy who was installing my stove which was to come 3 days later and that they could deliver a new refridgerator on the 15th of November. I mentioned the door damage but no compinsation was offered and I was told tings like that happen from time to time during delivery of large appliances. Installation of the stove and new dishwsher went off without a problem and the installation was very nicely done. on the 14th I was suppose to get a call about the delivery of my new refridgerator I was promised the following day noveber 15th, but never did so i called Sears Delivery. I was patched through to the phillipines, and they told me my delivery was cancelled on the 6th. This was after operations manager Julie promised delivery of a replacement refridgerator the following day November 15th. Of course Julie was off on the 15th and I ended up getting an employee who said she would call me back but never did so I contacted the store the next day the day I had taken the afternoon off to recive my replacement refridgerator and spoke to Kimberly for over an hour and she was finally able to get another refridgerator to me the following Saturday the 18th. On Saturday delivery brought another badly damaged refridgerator. After I refused that one I called and spent yet another hour or so on the phone with various employees who passed me around I was finally promissed another refridgerator the following day Sunday the 19th. Yet another damaged refridgerator was delivered on the 19th. Because this one was the best of the three delivered I had them remove the one I had and took the best of the three but still I was not at all satisfied with the condition of the refridgerator I am left with. I was told by your delivery man on the second delivery that most of the refridgerators have some kind of damage because of how they are handled by the Heisters at the loading dock, which the salesman did not warn me of. I asked Julie to see that I was offered some kind of Money back for settling with the damaged refridgerator because I was broke down by the hassle all of this caused my family and I, but I have received no answer from her. Not only do I feel that Sears is Obligated to give some kind of compensation not only for the damage on my door from the first delivery but for having to settle for damaged merchandise after spending over $3500.00 at Sears. This was by far the worst experience I have had in my adult life with a large purchase. The lack of product quality and lack of customer service is not the reputation Sears used to have. The more people I share my story with the more I am finding people with similar experiences. I feel I made a poor decision to purchase from Sears especially since one of the only reason I did was because they had product available sooner than one of the competetors in my area, DeWills. This transaction took over 17 days, 4 deliveries, countless hours on the phone, a scratched freshly painted door, lost wages from work from botched deliveries, and more frustration than I could even explain. Truely a nightmare of an experience without the 100% satisfaction gauruntee Sears promises. My only hope is that this does not fall on deaf ears or responded to with a generic or canned response to further frustrate me.

9:52 PM  
Blogger Big Pappa said...

Sears DOES suck. Their customer service is horrible and the products are worse. The only thing that is worth a pinch of salt is the Craftsman hand tools. I will NEVER buy anything from Sears again. They totally screwed me on a vacuum that I bought from them. Under warranty they repaired it with a junk motor and claimed that I put the junk motor in it. The whole thing was so absurd that I couldn't believe it.

11:13 AM  
Blogger commonsensequeen said...

Oh boy you are so right. Over the summer I had issues with our Calypso washer, & had it repaired twice once in July then again in...maybe October. The second repair took 3 visits to resolve, cost me about $80 in laundramat visits ( I had a cat with a UTI at the time so I had cat pee soaked blankets ewwwww) on the third visit for the 2nd repair, I kid you not, everything EXCEPT the metal shell was replaced. I thanked the Lord that I had actually purchased the extended warranty because my washer was 3 years old. Sears forgot to come out for my scheduled appointment one day. I called to complain about the 13 hours of vacation and personal leave I had to take to be home for the visits ( including the one they never showed up for) and about the $80 I felt they owed me for paying to do my laundry. Needless to say I never heard back from them about compensation.

Then just today.... I had ordered a GE profile stove from Sears back in January. The earliest delivery date was today. I called to confirm delivery time last night because they never called me to let me know when they would be here, and the automated person said they would arrive between 3 and 5 pm. I called this morning and asked that the delivery person call me when they were 30 minutes away. I live only 3.8 miles from work and I figured I had lost enough vacation personal time to sears when they repaired my washer. The person on the phone said she would let the delivery driver know that they should call me. Well, at 3:33 pm our 17 y/o daughter, who is not old enough to accept a delivery, called to tell me that sears was at the door. I told her to tell the guy he was supposed to call, she said she told him that, but he said nobody told him. I told her to tell him I'd be there in less than 15 minutes and not to leave. On my mad dash home I called the sears 800 # to speak to someone about this. I explained the situation and the person asked when I had called to request that the driver call before he arrived. I told the person that I had called at 9:30 this morning. He then told me that I should have called no later than last night to make those arrangements and that I could reschedule. ( put the blame on the customer, snooth, real smooth) I told him no, I wanted him to get on the phone and call the delivery person and tell him to stay put because I would be home in just a couple of minutes. Then I got more " you should've called before today to request that the delivery person call first" This sears service person couldn't get it through his head that I meant business. At this point in time I told him I was 30 seconds from my home and the delivery person better be in my driveway when I got there. He was not. I checked my phone log on my cell phone. My daughter called me at work at 3:33, I called the rep on the phone at 3:42 when I was half way home. The call lasted 7m 36 sec, more than 1 minute of which I was in my house already. I was home in 15 minutes just like I said. The person on the phone went back to the you should've told us last night you wanted a call before the delivery person arrived. I told him that it was the responsibility of the woman on the phone I spoke with that morning to let me know it was too late to let the driver know, and that if she had told me that I would've left work to be home for 3:00. Again he told me to reschedule, I told him absolutely not, that the driver better be back with my stove, since he couldn't be too far away from my house at this point, and that if I did not have my stove today I would cancel my order. I got put on hold and when this person got back on the phone he said I would have my stove today. Fast forward 2 hours, no delivery man, no stove. We called sears again, this time my husband calls and he explains to yet another person what happened. We were told that the driver finished his last job and went home, it was his perogative to do so and that the next day they could deliver was February 8th. We cancelled our order and will NEVER do business with Sears again. The stove I ordered was top of the line, they will be refunding A LOT of money. Now I'm a forgiving person but this is ridiculous. You better believe that if anyone tells me they are going to buy an appliance from sears I will do my best to "enlighten and redirect" them

5:49 PM  
Blogger Mark said...

At least one of you got the Philipines when you called customer service. I kept getting India and then the never did credit me as promised! After 4 transfers and six different numbers I got an American who siad my credit does not show. SHe claims she fixed it, but it will take 3-5 days to shoe on my account. Never will I go to Sears again, no matter hwo cheap!

1:25 PM  
Blogger doane_nut said...

We bought a "fridge" from Sears. They sent us the model we ordered but without the icemaker. Their solution was to let us use the new fridge they sent while they re-ordered the correct fridge with ice maker. So, we were totally inconvienced a second time swapping out all our food and having to be there for the delivery. All thay had to do was send someone over with the ice-maker kit and install it. Only one of my many "Why I Hate Sears" stories.

9:03 AM  
Blogger Stacy said...

I went into Sears Auto to have some car repairs done. Not only did I receive a $1000 bill but also a nice big hole in my front bumper.

Of course, they were baffled at how that possibly could have gotten there. They said I must have driven into something and not noticed. Not noticed? Hmmmmm...interesting argument and its a mystery in the financial news as to how the almighty Sears could possibly be in financial trouble....hmmmm..I wonder.

Even the security guard that was called to 'escort me off the premises' wrote a report in my favor because he heard the workers talking about me and laughing about another botched job.

Well, at least the manager was stupid enough to let me know I was being screwed when I was being screwed. I knew to immediately contact my insurance company, credit card, small claims court and the corporate headquarters...all of which will be contacting Sears auto. I may or may not get my car fixed but believe me they will think twice the next time they ding a car.

Thanks,
A Former Sears Customer

6:21 PM  
Blogger john said...

Ok i do not have the time to address everyones issues but i will comment on a couple here. Here we go, the Original Post(the washer&dryer guy) To start i want to say of the that I am on YOUR side. However I can tell you that you do not own a Whirlpool set, that is a Frigidaire set, that set is the only set that Frigidaire makes for Sears in laundry, but indeed if that is what you were told you were mislead. Whirlpool does make all the other front loaders and top loaders though. This does not mean they are flawless, Actually just the opposite, you see Kenmore uses the basic Whirlpool design and beefs them up a little (adding electronic components that ALWAYS BREAK!)ie.electronic control panels boards and such, not so much on yours but the really really expensive ones. Anyways people pay way more for this and it always fails.
I think that when Sears wants the extra bells and whistles to add on to there Kenmore's, Whirlpool says well get what you want have it produced and we will throw it in there. So Sears goes to a third world country creates it as cheap as possible and has Whirlpool integrate the crap into the end product. Finally Sears sells it and makes people angry.
If you compare the Whirlpool models to the corresponding Kenmore's you will notice that they are much more basic to operate, knobs and such. At the end of the day the washing and drying are identical, Just Kenmore sets you up real nice with a higher price tag and certainty that it will break.
I have seen so many problems so so so many.
Extended warranty well thats up to you honestly. 379.00 EACH for your washer and dryer which cost a little over a grand total... Again your decision.
As far as you getting mislead, well two ways this happened. One the sales person was too new to know, or they told you that in the beginning when you walked in and didn't clear it up for you when you picked that set, keep in mind its 100% commission. Again I am on your side Im just laying it out for you.
I think that you should have received a new machine too. In response to the first guy that wrote the "house scenario" thats cute but, if you bought a widescreen tv from SEARS and it was busted on delivery from obvious carelessness that is all to common, would you want a new tube or screen installed or do you expect what you paid for a new television set???

Next
i read about a Calypso washer, these are notorious for problems basically, one of the reasons that Maytag is no longer Maytag sorry to hear that you had delivery issues as well

8:40 PM  
Blogger Bocabob said...

Do not buy fitness equipment from Sears either.

I bought a Weider Fitness Machine from Sears Boca Raton to use for physical therapy. After a couple times of month long repairs, I am now throwing the machine away. They refuse to give me credit or refund. If I didn't need it for physical therapy I would not have bought it. Service consists missed appointments, surveys, and long delays for part orders.

It's broken again and I will have to purchase another one. I'm out almost a thousand dollars.

Never Buy from Sears!

6:01 PM  
Blogger michele said...

When my refrigerator died I went online to search for one with the right dimensions and features I wanted. I have limited space so I needed to read the specs of what seemed to be a thousand refrigerators ( but in reality was probably 100) The web site said delivery would be on June 12. When I didn't hear from Sears with a delivery time I called and was told that it wouldn't be available until July 12 but not to worry they were trying to find a suitable replacement. How dare they think they could pick one out for me! I totally lost my mind. They cost me another 3 days without food. I cancelled the order and called Karls with the model # and they gave it to me for 100.00 less. I will NEVER buy another thing from Sears as long as I live! By the way you are a funny f*#*!

11:09 AM  
Blogger KK said...

Sears Sucks big time. I have a Kenmore refrigerator bought in Nov 2003. May 2007 it stopped. It was covered by warranty but the repairman said it was going to keep happening because its designed so the outside condensor tubing, which is hot, goes down into the tray that catches condensing water. This is to help evaporate the water. But it makes it rust and causes a hole where the freon leaks out. Now, June 2008 its busted again. I am fighting with Sears because I don't want to repair it every year because it was designed wrong.

Next, I have a Diehard battery. I bought a trickle charger. It says to check with the battery maker to see what rate amps to charge at (my charger has 40-30-20-4) and to check whether to take the caps off or leave on. I called Automotive center twice and got two different answers. I called Customer Service and they only have 5 menu choices with the closest being Appliances who could not help. So I called Automotive center and got 1-800-diehard phone number but they can only tell you where to buy it and what size battery you need. They have no way to get this info.. Nothing came with it when I bought it. I save everything and there was nothing.

Next, I own a high-end craftsman all-metal torque wrench. The torque setting part of the handle wouldn't twist and it is lifetime guarantee. I bought it 35 years ago. Now, I took it in for exchange and they can only give me a plastic torque wrench which comes with a 3 year warranty. They don't make all-metal ones. They are cheating on the lifetime warranties they gave. Those warranties are meaningless now. I kept the old product and soaked it in kerosene and got it working.

Sears was sold to a Private Equity company and those sharks are running it into the ground. THEY ARE TAKING ADVANTAGE OF DIEHARD, KENMORE, CRAFTSMAN BRAND NAMES WHERE PEOPLE EXPECT GOOD QUALITY AND INSTEAD THEY ARE NOW GIVING US JUNK. BEWARE !!!!!

3:08 PM  
Blogger Jim said...

I used to work for Sears. You protection agreement should allow for rental reimbursement. Read the agreement. They will not volunteer this.

11:05 AM  
Blogger J Hilborn said...

I purchased a sears hot water heater 32 months ago, because it had a 12 year warranty on parts and did not require a sears technician to install the part. After 32 months the pilot assembly went out on it.

I called the sears 800 parts number only to be cut off at least 6 times, transferred to a couple of morons, who probably sign their name with an x, who told me that my hot water heater parts were covered by my warranty, but they did not know how to go about ordering it. One of these individuals was a manager in the Hot water warranty department.

I eventually found someone who said that the only way I could get a warranty replacement part was to pay for a "technician" to come out to tell me that the part was defective. All for a cost of $75.00.

It's no wonder that sears is on the verge of bankruptcy. Sears customer service department should be "Sales Prevention"!

I can not encourage consumers every where, not to spend even one cent at sears.

12:05 PM  
Blogger Mike Sweeney said...

This comment has been removed by the author.

11:52 PM  
Blogger WMW said...

I just wanted to let you that I feel your pain. We have a kenmore side by side refridgerator that we bought in 2006. We just had it repaired on 6/18/08 because the compressor died we lost hundreds of dollars in food. In about a week they came out to fix it. For some wierd reason the part had a 5 year warranty. Well its now 7/12/08 and guess what..... My freezer isn't working and neither is my compressor!!! they are comming in a week to fix it. I was so upset that I called cust. service that just made me more mad. All they did was give me the run around and even hung up on my husband twice. What Jerks!!!
I will never shop at sears again.
Wendy

6:27 PM  
Blogger spookybell said...

I am so glad I came across your blog! I purchased a kenmore washer and dryer from Sears in September 2008. Both have malfunctioned several times and I am researching having them replaced by Sears as they are less than 1 year old and have had... lets count them... 9 service technitions come out. Oh and they are heading over this Saturday, surley to diagnose and order a part so they can hold me prizoner in my house for an additional day waiting for them when they come out and replace the part. Thanks for blogging this. It's interesting to think, I bet a blog would hold up in a cout of law. I'm guessing that bad press in this state of the economy is not good for business.

9:46 PM  
Blogger mikki said...

Wow!! I am so glad I came across this post. I totally agree with everyone except Jay. He sounds exactly like one of those robotic customer service phone morons when you call in about servicing their high priced lemons. I have the same story as all of you guys. I have had so much trouble with Sears that I too vowed to die before I again purchase from them. I made my vow in 2001 and have not fallen off of the wagon. There are plenty of other options out there. There is no excuse for Sears' level of customer screwing in this day and age. Of course when the fiscal year reports come out, the bigwigs act like they know nothing about the customer complaints. They start whining about how sales are down and they are clueless as to why.

1:55 PM  
Blogger Paul said...

so, i definatly agree with you about sears sucking donkey ass. i just quit today after a year of working with the soulless management. trust me, the customer sometimes gets it easier then the grunt workers. we employee's are treated like shoe shit, and are wiped on the curb accordingly.

sears management is so redicolous that after i left, they had everyone on high alert, as if i was going to come back with an ak-47 and spray the place.

8:48 PM  
Blogger kitt360 said...

Jay should shut the fuck up and finish licking sears' asshole because that's what you are an asshole licker I worked for sears and they treat their employees like shit on a burning stick you ass kissing jag-off and even if you don't read this remark you are still a donkey rapping shit eating ti-ti head you fuck-en disgust-me pig swine bitch

8:59 PM  
Blogger Gaby said...

Your story sounds like mine; we have 2 year old Kenmore Elite top load...It's now broken (as of today) for the 4th time in less than 2 years. Each time it takes over 2 weeks to fix. I tell everyone I can not to ever buy anything at Sears; EVER. I will never buy anything there again. I suppose if I would lower my expectations about 99%, then I would be satisfied. But as it stands, anyone who purchases anything at Sears should expect their product to not work as promised, to break, to cause incredible anger and frustration and as if that's not enough if they stick salt in the wound with horribly insulting customer service that actually lies and speaks to you like you're a f'ing idiot. Have you ever looked up how many web sites are entitled "sears sucks"... that says it all to me. Sears...guess you have enough people walking into your doors to make up for all the people who never will again; but really, but does your company have a mission statement? A code of ethics? Or is it just "we vow to screw the consumer"? That one you are doing a bang up job on.

3:58 PM  
Blogger Nancy Hood said...

oh no!!!! writing tonight on MY blog, I went looking for a pic of our washer and found yours, which led to this post!!! We've had ours for only two months and yesterday I pushed Stop, which interrupted the cycle, which caused a malfunction, which now has me waiting a WEEK for a serviceman!!!!!! Only to read your blog :) Crap. Double Crap!!!!

9:29 PM  
Blogger AnthonyofMarin said...

We have a Sears Refrigerator Model 253.6481440E. A basic Frig with a Freezer on top. We rent and our landlord bought it to replace a Kenmore which died. On August 30th our ice cream was melted. The freezer was at 32 degrees. This POS was purchased on 09/04/07. It is now dead. Evaporator is bad. Repair cost $1018. Cost of a new one. So my point is do not buy Sears. It's crap

10:14 PM  
Blogger helicon_blue said...

know whats worse than their customer service and crappy products? THE WAY THEY TREAT THEIR SMALL TOWN STORES AND EMPLOYEES. ive been with them for three years and now put in 4 weeks notice. they dont give a shit about anything except money.

11:06 AM  
Blogger helicon_blue said...

my warehouse is way too small for all the shit we have, and then we just lost anothe rbig chunk of it as sears is building a furniture department out of almost half of it. the other day, we had so much shti lying all over the warehouse floor, i tripped, fell, and smashed my face into a hand truck and cut my eyebrow up (stitches) and gave myself a big black eye. i was told it wasnt that big of a deal and not worth going to hospital for. turns out, IT WAS, they just neede me to stay because they dont have any other employees to call in on a friday afternoon cuz we dont have compettive pay so we lose all our potential employees to McDonals flippin burgers. they keep downsizing staff and doubling up ppls responsibilities. my lead is now in charge of TWo different departments, both of which are in utter crisis 24/7.

11:26 AM  
Blogger murphy said...

I completely agree that Sears sucks and here's why: we had a leak in our garage that pooled around the washing machine. Because it is over 10 years old, we naturally thought it had to be the washing machine and went to Sears to go shopping. The first time we went the saleswoman hovered over us like a vulture until we said we were just looking. When we were ready to buy the washing machine she was assisting another customer. We waited patiently wearing the typical "OK - we are ready to buy this from you" gaze. When she finished up with that customer, she walked towards and then right by us to assist someone who had just arrived. We were pissed and left. Unfortunately, Sears is really the only game in town where you can buy an affordable washer. So we went back and purchased it. We had it delivered and I tested it out within a half hour. It was then we discovered that the original leak was not with the washing machine but was actually from the pipes in the wall. We called Sears within an hour and a half of having the new washing machine to say we wanted to return it and get our old one back (after all it was OK). They said "no problem - the delivery guy will be back in the afternoon." So we waited until about 4pm and called back. We were told that the washing machines would be changed out that evening. 9pm came and we called and the delivery department was closed. We called back the next day and the saleswoman told my husband that we were wrong for changing our minds, that our old washing machine had already been destroyed and that we had to keep the new washing machine. Needless to say, after dealing with this for over 24 hours and being promised that our old washing machine would be returned to us, my husband blew up at the woman and told her exactly what he thought of her and of Sears. However, what neither one knew was that I was on my phone with a woman from the storage department (took about 7 transfers and an hour to get to her but eventually did). She said that our old washing machine was still at the storage facility and could be delivered back to us in 2 days. After this conversation, I called the manager at Sears where we brought the washing machine and tried to tell him what poor customer service we had experienced and how the saleswoman had lied to us regarding our old washing machine. His response was "well, there are 2 sides to each story." I am hoping that we get our old washing machine back (in one piece) but I know we will never shop at Sears again even if it means I pay extra somewhere else.

10:21 AM  
Blogger AndreaERichardson said...

This post is a couple of years old, but still completely relevant. We bought a refrigerator and reported problems we were having with it to Sears within two weeks of it being delivered. They sent someone back out (we thought the guy was a technician, but apparently he was just another delivery person). He fiddled with the adjustments and said it was "fine." Fast forward about 11 months later and the thing dies. We spend $221 fixing the issue that the Sears technician said was the problem, but it still didn't resolve the issue. Over the course of several months, the fridge starts getting warmer and warmer. Finally, we realize there is a serious problem, call Sears again, and they send someone else out. Again, another problem is diagnosed (within the sealed system that falls under the full warranty). This new technician that comes out to fix the problem says is was the issue since it was delivered. The only reason it worked a little better after the first repair was because the technician refilled the freon that had been leaking out. This second technician spends 5 hours fixing it and it works for about a week. Slowly, over a couple of weeks, all the freon leaks back out (you could actually hear a hissing sound) and we now have a refrigerator that is room temperature. A new technician was supposed to come out today between 1 and 5 PM, but it is currently 5:30 and NO ONE has arrived as of yet. Sears is still telling us that they will try and fix whatever the problem is. So, bottom line is not only do they provide a VERY cheap product, but they also don't honor their own warranty. We asked for the fridge to be replaced within two weeks of it being delivered and Sears refused. Now they claim to have no record of that request. Folks, just stay away from Sears. We have lost about $300 worth of food and got sick after eating spoiled food (because the freezer was incrementally getting warmer, it was not initially apparent that food wasn't being frozen properly...we learned our lesson!). We lost an additional $221 on the initial repair which Sears so far has refused to reimburse us for (although they are looking into it). We spent about $560 on the fridge itself, but may have to get another one. STAY AWAY FROM SEARS!!!!

2:34 PM  
Blogger SimSimma said...

jay....you're an idiot....if you spend $2000 on an appliance and from day one its broken, sears should have done the right thing and helped the customer....there was one time in your company's life when it said satisfaction guaranteed or your money back....those days are long gone now, but that still doesn't change the fact that sears has a former faithful customer who will tell all their friends to go shop at home depot, best buy, or lowes for their major appliances....when the appliance was delivered and the driver saw that the window was smashed, he should have gotten the customer a new one.....BOTTOM LINE....it wasn't the customer's fault the washer was damaged during shipping.....it's sad to see a once great company, who's main goal was to satisfy customers, fail at what they achieved in the past....

9:26 AM  
Blogger Shawn Rogers said...

May I suggest the following link I think you will like it.

Did you ever wonder by companies like Sears fail

7:16 PM  
Blogger Chuck said...

I can't say that I'm too happy with Sears myself. We built a new house and bought all of the appliances from Sears. The dishwasher didn't work from the get-go. 2 weeks later a tech showed up and said it needed to be replaced. After dealing with Sear's customer non-service, 4 weeks later the delivery guys showed up with the replacement.

They were prompt to inform me that they were only delivering the machine and not installing it, NOR were they taking the old one away because it was still installed.

It took me all of 11 minutes to disconnect the POS machine. In the mean time the driver got Lack of Customer Service on the phone who told me that my sales representative failed to inform me that they did not....blah blah blah. I actually feel sorry for the delivery guys (somewhat) as I know they were doing their job or trying to.

What a joke, I am going to have them take EVERYTHING back and start over. This is about 8k in appliances.

Needless to say, I will never do business with Sears again and highly recommend that you stay away as well.

6:42 AM  
Blogger Blah blah said...

Sears is a bad place to work. Poor pay (and no, employees don't make 100% commission...it's not a friggen used car lot, although some product performance may suggest otherwise), terrible work conditions, inexperienced and unknowledgeable managers make for a pretty bad job.
Then there's the customers. Bring random stuff in, say they bought it a few months ago, but they have no receipt, are not in the computer system and the product has clearly seen the better part of a decade of use. What can we employees do? So after I get my 6 bucks an hour plus 1% commission, I have to deal with people just trying to cheat the system.
Most people could get products exchanged if there weren't those other people out there who buy busted up tools at yard sales, then try to return them to Sears...and YES, this does happen. Now when you come in with a broken product (receipt in hand, and tear-filled eyes) employees are very skeptic of you. You've done nothing wrong, but so so many people already pulled one over on employees that now we can't do a thing for you.
Like the other week, I personally spoke to a woman whose son bought her a push mower, and the wheel lock was coming loose on it. Inside 90 days, would have been no problem. It was at that point 7 months. I explained the return policy clearly and referred her to the Craftsman warranty line. She said "well, this thing was acting up a week after we bought it." Okay, so it broke right after you got it, but you waited 7 months to return it? Yeah this had legit written all over it.
So I told her there was nothing we could do for her in the store. Gave her the number to call, and said they would service it under warranty...for FREE.
As sure as the night is long, this woman brings the mower into the store about an hour later. She goes to another salesperson and says she spoke to a young man who said she could bring it back. I wasn't there at first, but I overheard what she was saying, and it sounded all too familiar. So I went up to these people (scoundrels, scoundrels they are) and asked who they spoke to. They said they couldn't remember. So I helped them remember.
Told them I knew what they were trying to do. I knew they called the warranty line and were told the warranty (not the extended service through sears) would cover the damage, and would fix it. They just wanted a new one. What's funnier is I even told her over the phone how to fix the issue (it wasn't uncommon for that model) but she just wanted a new mower.
She promptly demands to speak to the manager...and he comes in and repeats the return/exchange policy. She gives a sob story (yeah, I seem like a dick, but remember she has been lying since she came in the store, because instead of having this minor problem fixed, she wanted a brand new unit), but we can literally do nothing for her.
What I'm saying is that some customers are very dishonest. They lie, blame you for their problems like you (the minimum-wage earning salesperson) built their damn products.
You have to understand that I don't like Sears at all. But I need the money right now. When something better opens up, I'm the hell out of there. But for the time being, I'm going to enjoy busting up petty scams.
I feel bad for all who have had appliance trouble at Sears. I've even had trouble there myself with an older Kenmore washer. The dryer has been running strong since 2000 *knock on wood. I'd thinking about changing my brand loyalty if I were some of you.

12:49 PM  
Blogger jparman said...

This comment has been removed by the author.

6:25 PM  
Blogger Maryv said...

I also hate Sears, they have gone downhill since Kmart bought them. You would be better off buying from Walmart or Target. Customer service is nil. I have a sewing machine that I purchased from them, it is out of warranty and I wasn't looking for free. The only catch is you have to take it to their service center which is located in the ghetto. I am afraid of that place but Sears does not care. So, I bought a different sewing machine from a reputable dealer and told Sears to keep their credit card as I will never shop Sears, Kmart or anything connected with them again. I had been a customer since I was 14 now I am 64 years old. I am not alone. My son also had a bad experience with a washing machine from them,(9 service calls and would only last 1 month each time, just a lemon) so I bought him a new one at a local appliance store and no more problems. Amazing, right?

8:19 AM  
Blogger vicky said...

OH MY GOD. I could have written that post myself. I just got off the phone with the customer complaint line (800-549-4505). We have a Kenmore refrigerator & a Kenmore clothes dryer, both purchased in 2005.

The fridge died last year--fan went out in the back of the freezer. Sears wanted over $200 to fix it. My dad ended up jerry-rigging the fan with gorilla glue and it's hanging in there so far.

The dryer's heating element gave out this past Sunday. Called SEARS. Again, they want over $200 to come out and fix it, and they want me to wait 4 days for them to send somebody. the appt was today btw hours of 8am-noon. Repairman NEVER ARRIVED. I called and they tried to tell me that the appt was for 4 days from now. Now I KNOW what day the orig appt was made for, because i was pissed off that it would take that long in the first place, and upset that I'd be charged so much money to repair a 3yo dryer.

So I called the complaint line and spoke with Jen. I swear she is a robot. She was unhelpful, dismissive and rude.

First of all, it is CRAZY that appliances under normal household use (family of 4 here, 2 small kids) should only last 3years before having problems.

I totally agree. SEARS SUCKS.

Thanks for the opty to vent.

9:20 AM  
Blogger vicky said...

OH MY GOD. I could have written that post myself. I just got off the phone with the customer complaint line (800-549-4505). We have a Kenmore refrigerator & a Kenmore clothes dryer, both purchased in 2005.

The fridge died last year--fan went out in the back of the freezer. Sears wanted over $200 to fix it. My dad ended up jerry-rigging the fan with gorilla glue and it's hanging in there so far.

The dryer's heating element gave out this past Sunday. Called SEARS. Again, they want over $200 to come out and fix it, and they want me to wait 4 days for them to send somebody. the appt was today btw hours of 8am-noon. Repairman NEVER ARRIVED. I called and they tried to tell me that the appt was for 4 days from now. Now I KNOW what day the orig appt was made for, because i was pissed off that it would take that long in the first place, and upset that I'd be charged so much money to repair a 3yo dryer.

So I called the complaint line and spoke with Jen. I swear she is a robot. She was unhelpful, dismissive and rude.

First of all, it is CRAZY that appliances under normal household use (family of 4 here, 2 small kids) should only last 3years before having problems.

I totally agree. SEARS SUCKS.

Thanks for the opty to vent.

9:21 AM  
Blogger beth keller said...

Sears does not care about customers. 2 years and we have had nothing but trouble with our washer and dryer.

2:58 PM  
Blogger beth keller said...

I have sent letters to the Chairman of the Board, CEO, President all certified return receipt about the trouble and no response.

DO NOT BUY SEARS ANYTHING THEY MAKE CRAPPY PRODUCTS.

3:00 PM  
Blogger kssaicha said...

I worked for Sears for 9 years and they sucked as an employer and I purchased in the last 7 years 3 fridges 3 stoves, 2 washers and dryers. These were all installed in our homes and replaced with new ones when we moved. Each time we had problems but I continued to buy from them because of my employee discount. My most recent purchase was a fridge and stove of which the Kenmore glass top stove was a nightmare. Long story short self clean cylce burnt of the porcelaine liner in the stove and where the stove vented stained and melted the clear film on the control panel. Stove was replaced twice and same problems continued. I then replaced it on the third occaission with a Frigidaire stove and a burner stopped working after 6 months and the oven seal dryed up to a crisp after the self clean cycle. I could go on and on about other issues with their appliances and customer service but you all know where I am coming from. SEARS SUCKS!

11:11 AM  
Blogger FUQSEARS said...

i purchased a fridge that the TRAINED sales guy assured me would fit in the measured space...IT DIDNT... after 2 months the refridgerator is off the card but now there is the matter of the restocking fee...i disputed the fee and lost...So because there TRAINED sales guy sold me a fridge that wouldnt fit... i had to pay an extra 192.00 to restock it...GIMMICK? hmmmmm.... wonder if he got a cut?!!

11:49 PM  
Blogger Megan Heligas said...

I agree - the products are very cheaply made. In the 18 months since I got a Kenmore Fridge, we've had to replace the drawer, fix the door shelf and yesterday the top shelf just buckled. We're a family of 4 and don't have that much in there. It's just made with cheaply glued plastic. I'll never buy from them again.

11:20 AM  
Blogger kellybg15 said...

My dishwasher and stove both broke in early September.  We called Sears to help.  A technician id #$0849976 came out to our house on 9/11/08.  He said he could not repair the stove (KENMORE 79095651001) because you no longer supported the product (It's only 6 years old).  Then charged us $40.13 for those words. (invoice attached)
 
As for the dishwasher (GE pdw9200j03ww which we purchased for $249) he said he could repair it.  He was going to order a part and come back to install it.  Part #WD34x110831 touch pad.
 
My credit card was charged $340.16 for the part and an additional $165.00 for labor.  While I was not happy about the costs (once I saw what they were) I decided it was more important to have the dishwasher than to argue about the costs.  After all he already ordered the part. (invoice attached)
 
Approximately 1 week later a box arrived from Sears (containing the part) and we called service back to let them know it was time to come install it.  We were scheduled for 9/18/08 between 8a-12pm.  No one came.  We called again and again with the same result.  No one returned to install the part. 
 
As we approach December with the box still sealed sitting in my foyer, I called customer service 1-800-4-my-home for help.  The customer service representative suggested I send the part back to Sears and they would give me a refund to my credit card.  So I did.  It costs $10.22 for shipping with delivery confirmation (usps delivery confirmation attached)
 
Needless to say, that didn't work out.  No credit, in fact..  Now customer service claims the part was installed!  What kind of scam is this?  I am out a dishwasher, over $500 and Sears says only the sub-contractor Hudson Valley can help.  Call them they say 973-989-7428.  So I do.  Over and over again without anyone answering my calls or calling me back.
 
So back to Sears I go.  I reach Robert (no last name he refused to give it to me) said his id was 80188 and he sends me straight back to the unit.  Same phone number same result.
 

3:09 PM  
Blogger jj7250 said...

On Dec. 24th as my wife prepared for work her hair dryer shorted out and stopped working. Knowing that she needed a replacement that day, I ordered a hair dryer online for my wife from Sears, Order Number #58999604. After receiving a confirmation on my phone that the item was in stock, I drove to the Sears store at Town East in Wichita. My son and I arrived there at 10:05 am and entered the order information at the pick-up kiosk at no later than 10:15 am. About 4 min later we observed that the order status screen displayed the message that our order had been processed. About 3 min later, a black man came out and asked us which product we had ordered. We told him it was a hair dryer. We waited and watched several others come in and pick up refrigerators, etc. About 15 min later, he came back out and said there was a 'snag'. We waited and watched another couple pick-up their order. We waited until nearly 11 am and then left the store. I called the store three different times that day to resolve the issue. During the first call I was transfered to customer service. Whoever I spoke with said something about if they were out of the product I should have been told right away. He said that he would check on the order and call me back in 5 to 10 min. He never called back. During the second call I was mistakenly transferred to customer service at sears.com. The representative never seemed to comprehend the problem and even though I asked to cancel the order, she could only recite the company procedures: i.e. "When the product becomes available, you will be contacted". Finally, I tried to reach a manager at the Sears Town East Store. The operator tried to transfer me to the manager, but after 8 or 9 rings the phone was disconnected. After hanging up the phone, I drove to Target before they closed on Christmas Eve and picked up the same product off the shelf for about $2 more and a whole less hassle. I will try the store customer service today one last time to try to cancel the order. If that doesn't work, I will call the credit card company to tell them that the charge from Sears is being disputed. Will I order from Sears ever again? After investing two hours on Christmas Eve day with some issues still unresolved, I think I am going to buy stock in Amazon.

5:56 AM  
Blogger Julie said...

My food's been sitting on the porch for more than three hours. My new refrigerator was supposed to get here between 12 and 2. It's after 3 now. Douchebags.

12:07 PM  
Blogger Jay said...

One and a half bad experiences.

I bought a lawnmower from Sears and within a few months the grass catcher bag broke. I called customer service about the warranty but the rep was literally retarded and couldn't help me. So I submitted a question via their site specifically about warranties. No response. I did this FIVE more times over the next few weeks and never got a response. By then the warranty was up and I would have to pay for a new grass catcher. Thanks Sears.

Right now I have a portable dishwasher that's not even a month old that leaks. A serviceman came out to look at it and broke it even more, so it leaks more. We called customer service and they told us to go to the store where we picked the item up. We did, and the rep there told us to go online because that's where I bought it. Sears' website is so awfully designed and confusing that I have no idea where to do what, and this is coming from someone who designs websites professionally.

In short, don't buy from or set foot in a Sears. They should just go out of business.

11:38 AM  
Blogger Jan said...

I just posted a blog on my blogspot entitled "Sears Sucks"! I then googled those words and found your story! Check mine out if you wish at wineallyouwant.blogspot.com.

And imagine who they are blaming right now for falling stock prices.

3:19 PM  
Blogger Photography By Jamie said...

I went online this morning to check the availability of a Samsung Television advertised for 1599.99. The website indicated that the item was available for pickup at the Florence store. Just to make certain, I called Sears BEFORE I placed my order to verify stock before I made the purchase. I was told that they had 1 in stock. Based on the website indicating that 1 was in stock and the verbal confirmation from the store, I went ahead and placed my order. I waited for my email confirmation, which arrived shortly after and clearly stated that my item was available for pickup at 3000 Mall Rd in Florence. I drove to the store to pick it up and was met in the merchandise pickup area by a manageer who told me that the item was NOT in stock and they did not carry ANY 50" tv's in stock for that matter. He continued to simply make excuses for why Sears screwed this up.

My point is that beyond the inventory mistake with the website... I realize technology has glitches... BUT... what about the person I called and spoke with over the phone that confirmed the item was there? To make matters worse, now Sears has my about $1700 of my money for 5-7 days... so, I had to go elsewhere and shell out another $1700 to get the TV. (Could not wait, it was a gift)... After speaking with everyone up through the store manager, the customer care center manager, I got the clear understanding that Sears just does not care.

I'm a married 38 year old father of 3 and have never in my life had such a bad customer service experience as this. Honestly, I don't see how they are still in business. The one good thing about our economy right now is that hopefully, these rough times will weed out these bad businesses. I won't EVER shop a Sears again and doubt that anyone in my immediate family will either.

2:15 PM  
Blogger wtf said...

Sears does suck. They sold me a washer and dryer on Black Friday telling me it could be delivered the next week. They really meant next March!

I tell the full story here:
http://www.wtfiu.com/2009/02/18/sears-sucks/

5:41 PM  
Blogger Dummys said...

its funny how no one has complained when they bought the extended coverage that covers parts AND labor....irony!?

10:01 PM  
Blogger JaDubya said...

This comment has been removed by the author.

7:30 PM  
Blogger JaDubya said...

well dummys no need to mention it because if you did buy an extended warranty for any of these products and use it once its gone, done, finished. So if you get an extended warranty on your fridge something goes wrong and you use your warrenty and the fix is a 3 dollar part then your extended warranty gets used on this. Extended warranties are over all a joke and worth less than the paper they are printed on unless your first on only problem you have is the one and the only one your extended warranty covers. And if you actually read most of the complaints about sears many of them are not about the products but sears themselves letting there customers down repeatedly. But you go ahead and leave some smart ass comment apparenbtly about something you know nothing about. Are you a 40 year employee of sears defending them or are you just an idiot trying to make yourself look smart which is hard to do with a screen name of dummys

7:34 PM  
Blogger tim-n-wen said...

Don't even think you have a chance to collect on a rebate. The online submision does not work and when you call, you are on purpetual hold. I was on hold for over 45 minutes when I gave up. I guess they can keep their $65, but I will keep the rest of my money that I intend to spend on appliances in the futre and spend it elsewhere. And, why on earth do you have to pay extra for an electrical cord for a dryer. Shouldn't it come with one?

9:45 AM  
Blogger pamela said...

Sears really sucks. I purchased the smaller Kenmore front loader washer and dryer on 11/29/08. I was told because there so many sold that it would not be delivered until 3/4/09. The price was buy one get one free. So I got both for $698. I was called on 3/2/09 and was told it would arrive on 3/18/09. Now they won't arrive until 3/25/09. Sears over sold these washers and dryers. They sold 90,000 pair and had approximately 10,000 on hand. SO they keep saying one more week. I will never buy anything from Sears again. It took me 3 phone calls and over 1.5 hours to get this information. Every time I talk with anyone at Sears they keep saying that it is not their fault, it is the economy's fault. Give me a break if I have an order for 90,000 units am I going to cut my staff and piss all of my customers. Sears has lost my business forever and I will tell everyone I know not to shop at Sears. Pamela Palme

8:17 AM  
Blogger KatieBrew81 said...

Sears is a joke of a company and I should be glad that my attempts of obtaining employment there didn't come to fruition.
I have been to my local Sears store FIVE times! Twice I had successful interviews where I was told I was a perfect job candidate, and three times I was told that management was too busy to see me (when I had a SCHEDULED interview appointment!
If Sears doesn't have a place for me they should have said so, instead of giving me the run around. An over experienced sales leader should at least be treated with that much respect. So have fun selling your tools, you tools!

10:21 PM  
Blogger KatieBrew81 said...

Sears is a joke of a company, and I should be glad that my attempts of obtaining employment there didn't come to fruition.
I have been to Sears FIVE times! Two interviews where I was told that I was an excellent job candidate, and three times where I was told that management was too busy to see me(even though I had a SCHEDULED appointment)!
If Sears didn't have a place for me they should have said so, instead of giving me the run around. An over experienced sales manager should at leat be treated with that much respect.
Have fun selling your tools you tools!

10:27 PM  
Blogger Trish from Memphis said...

My Kenmore dryer died so I bought a Whirlpool front loading washer and dryer at Sears. Was supposed to be delivered yesterday, but they wanted to come while I was at work ( I work 10 to 1:30 and I have to pick my kids up at 3)...so I had to reschedule for today. I take my kids out of school early to sit at home and wait...and wait..and wait for a phone call on my cell to when they are going to come by (was supposed to be between 1 and 3). I call the 1-800 number and get someone who tells me they called my house no one answered so they didn't put my washer and dryer on the truck. I ask them why they didn't call my cell as instructed and all they have to say is "I'm sorry ma'am" well, sorry is not going to clean my loads of dirty laundry piling up in my kitchen. Now they want me to call tonight between 6-9 pm to confirm a scheduled time for tomorrow. I got two basketball games tomorrow morning so that's probably when they are going to want to deliver it. If I say no it's probably going to be Monday or Tuesday, a week after I bought it. They tell me they can't contact the drivers from their station (?) so I would be the one to have to call back and get my scheduled time. What kind of delivery service can't contact their local offices or drivers? I guess one in India where they can't afford the out of the country charges....ridiculous. Maybe if I can get credit at Lowe's I can take my reciept there for price matching and tell Sears to shove those appliances where the sun don't shine!!!

12:45 PM  
Blogger Kathy said...

I am also a former employee of Sears. I worked in softlines (clothes) so I am personally not sure of all the policies regarding large appliances/auto center/ lawn and garden.

While I certainly feel for everyone who posted on this site with complaints, I am not sure if the blame is entirely for associates. I believe what Jay said is true; however, I am willing to bet many associates who work in the "hardline" departments are not aware of all the policies that affect the products they are selling.

I was very surprised when I first started working at Sears at how informal the training was. Half the training is done through a computer program. These "lessons" always had to be finished ASAP. However I was often told by managers I needed to be out on the floor, assisting customers and cleaning up after them. Since associates are not allowed to work on their computer training when they are off the clock, they are forced to rush through it. Anything I could have learned about product replacement, return policies, etc. I probably didn't even read. Believe me, I worked very hard at that job, but it is impossible to do everything the managers demand of you.

In addition, Sears is experiencing cutbacks, as many retail stores are lately. Many job positions have been combined and managers do not often train new employees (at least at the Sears I worked at). Many of us were taught our most basic duties. For example, I learned how to use the cash register and how to clean fitting rooms. Would I know what to do if someone returned a sheet set that was purchased with ink tag stains? No way. I'd have to call a manager.

My friends in "hardlines" (large appliances etc)had the same complaints. Since nobody knows these policies, it is expected that you call a "Manager on Duty" to assist when a customer has an issue. Each of the managers, for some reason, has a different answer for the same questions. Since I did not work there very long, I never got a good opportunity to ask a manager why this is. I have no idea.

In other words, I believe Sears promises a lot to attract customers. But as many of you have learned, it is not possible for Sears to live up to these promises. Sears understaffs and requires associates to learn duties for multiple job positions. We can ring up your purchases no problem, but most of us are unsure of the policies that go with your purchases.

Please keep in mind I worked part time in the afternoons. Maybe full-time associates had meetings or something to discuss these things. I took a day shift once but that meeting was mostly about Credit application quotas.

On that topic... associates are mostly interested in getting your Sears Card/ Sears Mastercard applications so they won't be fired. I heard complaints from customers daily but there was little I could have done about it.

1:11 PM  
Blogger Kathy said...

I just reread my post and I didn't clarify that you guys are all correct about shopping elsewhere. :)

As for auto center, I feel I should share with you that it is not illegal for Sears to put expired tires on your vehicle. Also CHECK TO MAKE SURE they put a brand-name battery in your car.

1:44 PM  
Blogger His + Hers said...

I've had it with Sears - they do suck! I have done months of research for my kitchen renovation and spent ~$3500 on 4 appliances. I just purchased a new stove, dishwasher, washer and dryer (all Kenmore).

On Sat, two big guys showed up to deliver the 4 units and were supposed to take away the old equipment. I'm in a condo so there are certain times that are allowed for delivery. I specified all of this ahead of time in the "special instruction section". The two stupid, lazy guys told me I had to shut off the water. When I said I would do this - just tell me where the $%# to find it - they wouldn't. They also said that I lacked a stacking kit and required metal tubes instead of plastic ones.

Well, about 2 minutes after they left, we found and shut off the water. It took all of 10 seconds. I called the sales guy who said the plastic tubes were to code. The stacking kit was found in the dryer. They were just lazy jerks who didn't want to do any work. What kind of people does Sears hire? Don't they realize that a poor customer experience means that I will tell all my family, friends and relatives to NEVER SHOP THERE AGAIN?

A different guy installed the dishwasher - he was an "installer" or "tech" guy. He was super nice and a totally different department. In calling head office in Montreal, they said the delivery guys are not supposed to do installs. Interesting. I wouldn't want those lazy assholes to touch my washer/dryer. Oh - and they pressured me to sign the "scratch check" which I did, yet they didn't even remove 2 of the 4 appliances from the cardboard boxes/plastic. I believe that what goes around comes around - and they will get what they deserve.

I had a dinner party Saturday night and my guests had to walk around the washer/dryer. It was annoying. I'm now taking a full day off work tomorrow to oversee the next set of installers/delivery guys and hope that they don't fuck up again. If they do - I'll call Sears and return everything. I'M THAT FED UP. Two of my colleagues purchased their appliances through Appliance Canada and I should have listened to them. Oh well - if others can learn from this, then I'm satisfied. Sears sucks - buyer beware!

3:18 PM  
Blogger norkaper said...

We have the kenmore elite he3 front load washer and after a power bump it died , just beeps, also a control board. I STRONGLY SUGGEST YOU BUY A SURGE SUPPRESSOR and plugging both your washing machine and dryer thru the suppressor, as after looking the drawings for our machine the line filter built in to the machine is a joke.

12:13 PM  
Blogger Tony said...

Sears? Who is Sears? A retailer? Surely they would try to sell you something. After reading the last comments, maybe I am better off having avoided them.
I was simply trying to buy a refrigerator. I went to the store where some gap-toothed lady tried to tell me I needed a model that requires more repair because kids get the ice dirty. I don't have kids.
Then I saw that they had an online sale the same evening. Well after several failed attempts to buy online, I called in and although I was told I could buy by phone, once I got a sales rep. on the phone I couldn't purchase without a sears card. I called back and customer service said I didn't need one, but once I tried to purchase they said I did.
I will buy a refrigerator and pay more for it at Lowes or Home Depot, just to avoid Sears.
Also, I was going to buy some clothes at Lands End but , but after my experience with Sears, I would rather not.
Sears is a horrible retailer and makes you feel irrellevant as a consumer. They will fail overall. Who needs them? If they can't simply sell to their customers, why are they in business? I will never go to a Sears again.

7:52 PM  
Blogger Joseph and Irene said...

Mr.T said...
I agree with most of you as to how the customer service has gone steadily downhill. I retired from Sears in New York after 40 years of service. At one time, it was the greatest place to work. Sales associates were trained extremely well and knew the product line they were selling inside and out. We would discourage shoppers from buying items that we felt were not good. I worked in Brand Central and for most of my years with Sears it was a straight commission pay structure. If an item were canceled or returned, our commission was deducted. As a result, we would always try to sell the better products. Management was always excellent. Nowadays, management has no clue as to what they are doing. The turnover of sales personnel is unbelievable. During my tenure, the customer was the most important part of my job. A tremendous amount of my business was from repeat customers who looked for me. I made lifetime friends from lots of my customers. Yes, we had to sell service contracts. We had a percentage that had to be maintained or we would be transferred to another department that didn't sell service contracts. Of course this was a punishment and the result was earning less money. There was a lot of pressure to sell contracts. In defense of the service contracts that I sold, customers that used the contracts properly, always got their money's worth. At that time, Sears did preventative maintenance and replaced expendable parts for free. It was unlimited service. I don't know about today. I live in Florida now and had a problem with a printer for my computer. It was under a year old and stopped working. I brought it to my local Sears because it had a one year warranty. I was told to bring it to the service department for repair after arguing with the store manager. The service Department looked at me like I had 3 heads and said "we don't repair this item". I went back to the store and basically gave my defective printer to the store manager. I called corporate in Chicago and a few days later I got a call from the manager of electronics that he got the OK to replace my printer. The store manager didn't even have the courtesy to call me. I went back to the store and met with the manager who was very apologetic about the entire situation. He had an exact replacement for me which I told him was unacceptable because of the runaround they made me go through. He ended up giving me a big upgrade. Needless to say, I haven't been in a Sear's store since then which is five years ago. I get a lifetime employee discount but would rather shop elsewhere. I can go on for days writing about all the bad things about Sears. To go from being the best to what they are today is heartbreaking. Our loyal Diehard Sears shoppers of yesteryear are long gone. I don't think Sears will ever recover. They just don't get the concept that customers come first. There are many places to shop these days where customer service does exist and sales people really do care. These are the stores that will be successful in the future. God bless all of you and thanks for reading.

11:29 PM  
Blogger Adam said...

I just found this blog after shopping at Sears for the last time yesterday. I had already sworn that I'd never shop there again, but I found a great deal on a submersible pump. Of course, when I got it home a part was missing!!!! Arghhh...

My past experiences: Ordered a dryer - the dryer was fine, but they never told me that it came in! Same with the vacuum cleaner too. However, the vacuum cleaner (Kenmore brand) is terrible! It was rated #1 by Consumer Reports, but it sucks (or should I say doesn't suck??).

Here's the winner - the water heater that I ordered. I found a water heater that seems great compared to the other brands. I went into the store, and placed the order. It was supposed to be there "within a few days" (Did I mention my old water heater was going bad?). Sears never calls me about it arriving, so I call them up. Oh, well "that model was discontinued and we can't get it for you." Hmmm... I had already been charged for it. I said "no thanks" to their offer for a different, sub par model. I thought I had gotten a refund, but the guy working at the store did something wrong, and I never got it. I had to personally go up there the next day and talk to them in person to get the refund! The guy that helped me reminded me of a Latino Forrest Gump - what an idiot.

All of this on top of the confused sales people, the dirty store with display models falling apart, the out of stock merchandise (why is it that every time I go in there a sales person is telling another customer that something is out of stock??).

So, that's my story. No more Sears for me!

7:41 AM  
Blogger Christina Morgan said...

We need to have our central cooling system replaced. We've been putting it off, for a few years, but since there's the 2009-2010 energy tax rebate and Sears was offering 0% for twelve months, we thought that there probably would be no better time to do it. So I make an appointment online, which I thought was pretty slick. The thing is that it didn't actually save me any time, because they ended up calling me while I was at work and asking me 20 questions for SIX MINUTES. And they asked to move it to a different time. They call again the day before the appointment and ask to move the time again. So the guy finally comes out yesterday. He didn't know how to use his computer. It took him forever to input our various measurements to calculate what kind of system we would need. HE DIDN'T SHOW US ANY MODEL THAT QUALIFIED FOR THE TAX REBATE UNTIL WE ASKED HIM FOR THE THIRD TIME. He spoke to Bill 90% of the time, and times that he did interact with me were because I made it impossible for him to ignore me.

OK here's the part where I get mad. It says right on the Sears HVAC site that they are offering 0% for twelve months when you use your Sears card. He tells us we can't do it because it doesn't show up on his system. We show him the website. He says "Oh well if you can print out a coupon..." He likes the word coupon. He must have said it 10 times. Except that it isn't a coupon. But he refuses to honor it unless we print it out. FINE. I go downstairs to print it out. We're out ink. No problem, I'll use the laser printer. That drum is empty too. Go to my neighbor Nancy's; her computer isn't hooked up to her printer. Fine I'll go to Melissa's. Can't find my Blackberry to give her the heads up. Then it strikes me that I shouldn't have to run around the neighborhood to print out a web page... not a coupon mind you. Sears dude calls in to the credit center to see if he can do the 0% for twelve months. They say that he'll have to ask his supervisor. WHAT?!!!

Now I go from mad to irate. I tell him he needs to leave, we'll be using someone else thankyouverymuch. Hmmmm...someone tells you to get out of their house. Shouldn't you pick up and leave? Not this guy. Four minutes later he finally leaves after explaining to us that we've wasted HIS time and that we were somehow wrong to not just bend over and do whatever he told us to. ROARRR!!!! Bill gave him a summary of why Sears had lost our business and then he finally left.

So who should I use to get my new cooling system guys?

12:58 PM  
Blogger Going long said...

Sear Sucks!! They are unbelievable.
No wonder bunch of stupid dumm ass work at Sears. I have a long diswasher horror story that I don;t want to even remember.

Let's bring the SEARS down. The company does not deserve open!

10:12 AM  
Blogger James said...

Sears STOLE my recumbant bike! I do mean STOLE! I bought a workout bike in Fresno, CA back in 2006. We paid $400.00 for it and it worked great for about 4 months then it broke. We were in the process of moving so I put the thing in storage and I called the Sears store in Fresno to see if they would take it back and they said they would NOT allow me to return it. Thinking it was typical for Californians to do this I called the Appleton Wisconsin Sears as we were in the process of moving there. I explained my situation and was told by a nice young lad that they would at least allow me to exchange it once we got to Appleton which is ALL I WANTED! Move ahead to Appleton. After unpacking and dragging this piece of garbage cross country I loaded it up into the trunk of our Volvo and off to Sears we went. Keep in mind I called the previous day to make sure I could exchange it and they said no problem. I get there and to make a 14 page story short they REFUSED it and said they could not allow it. I spoke to a "Manager" if you can call him that and he was the most rude insulting person I have ever dealt with in my life! After throwing a fit in front of a dozen customers he said, "Fine, but you get the floor model and that's it". I said fine and they DID the exchange (with an exchange receipt) and put the bike in our trunk. My wife and I were on our way to Green Bay, WI that same day so I called my brother and asked if he wanted the bike as we just moved into a condo with a workout center. He said he did want it so we drove to Green Bay with the beast in our trunk. When we got there my sister-in-law said she did not want the thing taking up room in house. Considering that we were in Green Bay I called the Sears store there, explained what happened and asked if we could return the bike for store credit. We did NOT EVEN WANT A REFUND! They said they would give us in store credit with a gift card. Well, that's great. We went to Sears with the recumbant, which was the floor model from the Appleton store and brought it back. The Sears employees basically told us we had stole the thing, asked why we had floor model price tags and info. signs on it etc. They asked us for our drivers lic. phone numbers, address etc. My wife and I did not have a local phone number yet and only had California contact info. and they said that this was very "suspecious". The one thing we DID have throughout all of this were receipts from EVERY transaction at EVERY store! After MUCH fuss from Sears at the Green Bay Store they handed us a gift card and took our recumbant bike. We left the store and went back to Appleton which is 25 miles away. The following day I called Sears toll free number to see how much was on the gift card and there was a ZERO balance on it. We found out after calling the Green Bay Store that they had "cashed out" the gift card because the whole thing looked suspecious. They even patched me through to Loss Prevention and she (the wannabe Sears cop)implied I was a thief. Keep in mind once again....ALL RECEIPTS! So, I have no recumbant bike, no money, and no credit. Sears STOLE this bike and they know it. To this day they have never made it right or have contacted us. My wife, 9 year old daughter, and I were made out to look like criminals for returning a recumbant bike! I have not shopped there since, my family refuses to shop there, and share my story with EVERYONE I can.

3:32 PM  
Blogger Mark said...

I have a similar story. After 15 customer service calls, a letter to the CEO, 2 additional calls to their "executive" customer service team, 3 broken items, and 3 appointments with repair men, I still do not have a working air conditioner that I purchased almost 3 months ago. The service people are rude, unhelpful, and militant about following procedures that are designed to save Sears money, and help the customer as minimally as possible.

9:33 AM  
Blogger Jay said...

Regarded the dishwasher I mentioned a few comments above - I STILL have not received my advertised rebate for it, after numerous emails/faxes. Terrible!

I guess my only consolation is that I have a decent dishwasher now. :/

2:02 PM  
Blogger Mical said...

I can't believe this! Who knew what had happened to Sears? Our fridge has been broken for going on 3 weeks. There was a freon leak discovered, conveniently a couple weeks after the 1-year warranty was up. That was one lost day for a serviceman (window of 8am-5pm - I'm in cable and our windows are only two hours so I don't see how this is acceptable) - although it took them 5 days to even come out. The guy then told us he had to order parts and that wouldn't be until Wednesday. On Wed, repairman says the warranty will not cover it anymore so the repairmen are sent home to buy a new fridge instead ($700 was the quoted price). Well, then they call to say no, it will cover it so we have to reschedule AGAIN. We get an 8-12 appt on Tues. THE REPAIRMAN DOESN"T SHOW UP UNTIL 3PM! AND HE DOESN"T HAVE THE PARTS WITH HIM!! So now we have another appt scheduled for Thursday - but yeah right like that will work out. UGH

Growing up we always had old second hand refrigerators and they never broke. What a piece of crap, and worse service. I'm never shopping Sears again.

3:10 PM  
Blogger Stephanie said...

SEARS is HORRIBLE!!!

I DID pay for the extended warranty and they STILL haven't come through for me on my 2 dishwashers! YES! I have 2 dishwashers and here I sit with dishwasher hands for the last 6 months!!!! I am currently on hold...once a again!

3:55 PM  
Blogger Bill Dawson said...

I can say one thing about Sears. NOTHING BUT BROKEN PROMISES. It is a greedy Un-American monster and is NOT the Sears of past. The Sales Associates don't care about you. They only care about getting your money. The call center is outsourced to India or wherever (which takes away from American jobs) I have never seen such a mess in a company. And YES it is ONLY A MATTER OF TIME before Sears falls apart. On the positive side, there is a department that I heard about through a friend. It is called Sears Cares 1-800-573-8431 and they do have an email address: searscares@searshc.com Perhaps if enough of us flood them with emails they will take notice and do something for once. But i'm not holding my breath

4:09 PM  
Blogger Stephanie said...

I tried calling that #, but the girl said she could only help Americans. No number for Canadians.Just the same ol' email address that gets me no where. UGH!

home@sears.ca

But no response. Lovely I feel your pain too! I have NOTHING good to say about SEARS at all!

7:46 AM  
Blogger Stephanie said...

oh and guess what?

The email they gave to me to address my complaint?

BOUNCED BACK! there is no such email!

nice.

8:18 AM  
Blogger Bureyeanne said...

SEARS is owned by Kmart not Kmart owned by Sears. Also not all Craftsman tools are manufactured in the USA. Only the hand tools are made in the USA. The power tools are made in Honduras. They sell warranties because that is where the money is. Also it would be better to buy a product that works for $200 more than sell a $200 warranty.
You shouldn't have had to wait 2 weeks for repairs. There is a local guy who has a very small shop that fixed our computer on the washer in 7 days. That includes delivery time of the part. That was also a 6 year old washer.
Sears employees actually don't receive face to face training. They only watch videos. The videos have scripts to follow on what to say to people. They actually don't learn how to do their jobs.

10:24 AM  
Blogger LTobia said...

Sears claimed they never received our rebate paperwork and denied paying the rebate. The Sears of my parents generation is gone. The service is horrible. We have since shopped all appliances at Lowes.

4:12 PM  
Blogger lbonner said...

you are completely right about sears. I agree with you and keep writing you rock.

11:11 AM  
Blogger gerry said...

Sears just cancelled my internet order without reason. They are crediting me the amount on a new gift card which they are sending in the mail - not the old gift card (that was a Christmas present) that I used to purchase the items. So now I have to wait. Too bad I was only purchasing the items for a backpacking trip I am taking in three weeks.

Sears needs to honor the purchase. If the item was back ordered or out of stock their website should have reflected that (which it still does not). There are four other items sold at Sears, but in varying colors- why wasn't a different color substituted?

Sears needs to honor the purchase.

12:32 PM  
Blogger Eliz said...

Went to go buy some blinds for my windows and thought Sears was a great place to go. I saw what I liked and was promptly told Sears wouldn't sell their product to me since I live outside of their service area (I'm just outside it by a 20 minute drive). They said the product HAS to be installed by them to be under warranty. But my husband is a journeyman carpenter with his Red seal, surely he's qualified to put these blinds in, NOPE! Still won't sell. He says I'm outta luck. I even asked if they would still come out as I was willing to pay an extra service fee for the service, Still NO! Well if you don't want my business you just have to say so. So much for customer service. I will not shop there ever again.

2:35 PM  
Blogger James said...

SEARS NEEDS TO GO OUT OF BUSINESS!!!

Two years ago I bought a Kenmore ELITE dishwasher, paid an Elite price for it. Six weeks ago it suddenly stopped working. I called for service and was told that a technician would arrive on a given day (about a week later) anytime between 8 -5 and that I had to be constantly available by phone during that 8 hour period for their call, or they would cancel the appointment. So I took a day of vacation and sat by the phone until 3pm, when the tech called. He showed at 4:30 asked me five questions and told me I had a bad pump and that I would need to take another day of vacation and sit by the phone from 8-5 to hear from them when they would be around to replace the pump.

That day came without a hitch, except after about an hour, the technician still had not removed the old pump. I asked him if there was a problems and he said I have never seen one of these before! He had to call someone to find out where the damn pump was! Finally, it was replaced and the test wash seemed fine.

The next day I started the machine and it ran constantly without filling with water. I had to throw the breaker to get it to shut off. I called Sears, who referred to a phone help person in Bangladore, who tried to convince me that the water line was shut off. After much effort to blame me, we settled on another service, and another day of vacation sitting by the phone 8-5. A third technician showed up and he diagnosed the problem as a bad control panel. He left me with instructions to set up a fourth service, and day of vacation, to install that part.

This is when I called the complaint line. It was busy and I was referred to an email version. I sent the email. A week later I got a call from a very nice person who said she was going to do nothing for me, but she felt bad that I had a bad experience.

I hit the complaint line again, three days later I got another call. This time the nice person said that she could help me. When asked how she could help me, she said "I can help you locate your missing part." I did not know I had a missing part. As it turned out the control panel was out of stock, and had been for a while. She was calling QUOTE: "to ask me for permission to look for the part." I am not making this up. When I asked her why she needed my permission to look for a part that they said needed to be replaced in the POS machine they had sold me - she hung up.

I hit the complaint line again. I am not hopeful.

The bottom line is this:
1. Sears' customer service system appears broken top- bottom
2. Once they have your money- Sears couldn't care less about you. It is the same mentality Detroit gave us in 70's and 80's.

Sears needs to go out of business

2:35 PM  
Blogger bellandcandle said...

My horrible experience with Sears is not about purchases, but their greedy practices. My mother passed away two months ago. She had a Sears card with a $217 balance. I was not listed on the card, but they got my name and address, and have worried the crap out of me. They have called me three times trying to get me to pay the card off, and have now sent it to a collection agency with my name on it. I had to get an attorney to help. This greedy company sucks!

8:15 PM  
Blogger GGreene said...

I used to work at Sears. Take my word for it, they could care less about you and they could care less about the people who work there. The only people they are out to impress are the stock market investors. Once they get your money you mean absolutely nothing to them. I've seen it first hand over and over and it made me feel embarrassed to work there. And as far as the extended warranties are concerned, the reason they push them so hard is because they represent an 85% profit for the company. Those things are like cocaine to them. And if you're a salesman there and you don't sell enough of them, you'll quickly notice your hours disappearing off the work schedule whether you have a backup job or not. I've never been treated so poorly or put under so much pressure to push such an unnecessary item before in my life. Because nobody wants to be out of a job, you do what they tell you to do as far as how to welcome the customer in and then push the Master Protection agreements so hard that the customer feels uncomfortable enough to want to walk out the door. Thank GOD I don't work there anymore. What a nightmare. Any job is better than that boiler room. Common courtesty and decency are laughed at on a Sears sales floor. The only people who thrive in a place like that are the ruthless, former high school bullies who have the capacity to sell their own mothers and children for the right price.
Did I mention that I'm happy I quit?

10:40 AM  
Blogger Austin said...

Let me simplify my current experience with Sear:
Bought dishwasher last week - scheduled install for Thursday.
Delivered dishwasher with bad pump and a crushed corner. Installers continued to install it AFTER they realized it was bad.
Contacted store - stayed on hold forever. Talked finally to "Customer Care" - told me replacement would be delivered Friday - sometime.
Called Friday - got bounced around, left on hold, and finally disconnected. Called back, got a "case" opened - was told replacement would be delivered Friday afternoon - Saturday at he latest, but that I would receive a call within an hour or. Called back late Friday, hadn't heard from anyone, and was told my DW would be delivered on Saturday between 1pm and 2pm. Called at 2pm to ascertain status. Got bounced around, left on hold, was finally told by "Brian" with customer care (in Florida) that the installer they selected didn't work on Saturday. Was assured that my dishwasher would be delivered early Monday morning - they gave me a direct line to installer.
Called installer Monday am. Told me they would "try" to be at my house between 2-5pm.

We'll see.

I have NEVER had this kind of experience with a retailer. Sears has received my last dollar - EVER!

8:14 AM  
Blogger sexy sears employee said...

i was wondering what sears you purchased this product from because if you read the back of your receipt it explains that after the 90 days if you experience anything wrong and you do not have the extended warranty then it goes to the manufacturer for repair.

PS: i don't want to hear about pee thank you much obliged

4:54 PM  
Blogger Tema said...

Here's my sad Sears saga. I'm still hoping they'll come through! (It is Sears Canada, not US, so who knows?)

6:48 PM  
Blogger Kelunaboy said...

Stay away from Sears on-line. Once you place an order regardless of the status and their policy statement, they will not cancel it. I placed an order and called the next day to cancel (within 24 hours).

Quote from Sears policy:

"Check your Order Status online
Orders with a status of "Processing" cannot be canceled."

Look up my order and status is shown as "Pending", I call and they insist the status is "Processing" and one person even when as far as telling me there is no "Pending" status in their system and therefore could not tell me what it meant.

The irony was my plan was to cancel the order and go to the local Sears store and purchase the same item!

3:29 PM  
Blogger wms said...

Why were you planning to cancel the order and buy it in store?

7:14 PM  
Blogger D Coffey said...

Sears preys on the elderly. My mom was pressured into buying a warranty via telephone for her older model washing machine. I hold Power of Attorney (POA) for her; she is not competent to mange her own affairs any longer. We tried to cancel the warranty, and the Sears MasterCard. It took at least 5-6 hr phone time, sending the 17-page POA multiple times and just arguing that the initial contract was not valid as she was not competent to enter into it in the first place. Finally, we got a letter apparently meeting our demands. Now enter CITI, who keeps contacting me trying to extract payment for some charges related to this - the credit card was cut up months ago. This bogus warranty was the only thing on the card. When I call Sears they say there is a balance of $0 on the card. . . CITI writes letters, calls me on the phone, and generally harasses me constantly. Nothing of value was received by my Mom; she owes nothing. This is the short version of the story . . . . there's much more. Many credit card companies prey on the elderly, add monthly charges and hope people will just pay up. Often the scam is they sell them some service they don’t need and open a new credit card to cover it. I cut up 21 credit cards when I began handling my Mom’s affairs. Every month new things like this emerge, but Sears has been the worst company to deal with! Michael Moore, this topic needs your attention.

5:20 AM  
Blogger frenglish said...

Sorry bastards,,, Skinned me when I was young , with the revolving charge acct,Chicago gangsters, and a rip off . Fu*& the Motherf*&^%#*.Will give a higher price b/4 I will buy from this crew of credit cockroaches.

4:56 AM  
Blogger Donald said...

I had a problem with their Finance Dept. I agree that their service sucks- Had a miscommunication with my spouse on the Sears bill and was a few days late(I paid more than the minimum amt once I realized our error) What I received was a statement with a min payment more than double my current scheduled payment. When contacted I was informed that my APR had been jacked up to 29.8% and I had no choice but to pay this for the balance of the loan!! I paid of the Sears Account, closed it and will purchase nothing else from them. This is not our Mom and Dad's SEARS!!! These are the most crooked, unscrupulous blood-sucking characters that I have ever encountered!! Sure I expected a $40.00 penalty; but this is unfair and disgusting. I could only advise anyone else who may not be fortunate enough to be able to pay their usury interest to stop paying them anything!! Sure, they may threaten to sue, but with the economy in the toilet; everyone would probably be dead by the time their case clears the docket. I just paid em off cause I want nothing to do with SEARS again... EVER!!!!

11:36 PM  
Blogger Donald said...

I had a problem with their Finance Dept. I agree that their service sucks- Had a miscommunication with my spouse on the Sears bill and was a few days late(I paid more than the minimum amt once I realized our error) What I received was a statement with a min payment more than double my current scheduled payment. When contacted I was informed that my APR had been jacked up to 29.8% and I had no choice but to pay this for the balance of the loan!! I paid of the Sears Account, closed it and will purchase nothing else from them. This is not our Mom and Dad's SEARS!!! These are the most crooked, unscrupulous blood-sucking characters that I have ever encountered!! Sure I expected a $40.00 penalty; but this is unfair and disgusting. I could only advise anyone else who may not be fortunate enough to be able to pay their usury interest to stop paying them anything!! Sure, they may threaten to sue, but with the economy in the toilet; everyone would probably be dead by the time their case clears the docket. I just paid em off cause I want nothing to do with SEARS again... EVER!!!!

11:36 PM  
Blogger texmaster said...

Here's my story.

I bought a tv from Sears along with the biggest warrenty I could get.

The picture is distorted so I call sears. 3 weeks later a guy shows up late of course and says they have to order a part.

3 weeks later is my next appointment.

The guy calls me and says he has a "tooth ache" and can't come so they reassigned my ticket to someone else. Another 2 hours pass and no one comes.

So I call again. Turns out this was the ONLY guy who could come and this is in Dallas.

So I call back again and they said the next appointment would be 4 weeks later. I told them that was unacceptable. They PROMISE to have someone back out Saturday.

Of course Saturday comes and no one comes, AGAIN.

So I call back and they said I could get a replacment but only after its been 40 days and they haven't come out.

So I wait the few days and what a shock, they dont make it again.

So I call back again and they claim now because it was purchased at an outlet store, they can't replace it and that its up to the store. So I call the store and they say they can't authorize a replacement without customer service. Customer service says its up to the Outlet Store.

So its one big finger pointing circle jerk.

11:32 AM  
Blogger Joseph said...

PC Richards offered me a pretty solid price on a LG refrigerator. I went to Sears and asked if they could beat it. They told me that the store i got the offer from was not a local retailer and would not even attempt to move on their price.
The PC Richards i received the price from was 20 miles away so i really don't understand what Sears considers local.
The best part is the department manager was standing around doing nothing and didn't even come over to discuss or work with me. The salesman i was dealing with even had to go over to her and ask if they could do anything with the price.
Sears is completely out of touch with today's consumers. I hope they go belly up because they really deserve it. between their crappy sales tactics and flat out rude customer service i will never buy another product from them.

8:20 PM  
Blogger Mike said...

My favorite "Sears" story is one of our dishwasher. It had broken and I drove over to our local repair center. I gave the repair center my information and they created a work order and told me that they would have the tech. call me before they came out. So, I waited on the given day for their repair man to call or come by. Evidently, NW Arkansas is serviced by 1 man, who drives over from Tulsa. And, he is only in our area 2 days a week. Well, he never called or came by, my phone never left my hand that day.

I returned to sears the next day and asked what had happened and I was informed that he had tried to call me but did not get an answer, so he never drove by my house. (On the slight chance that I might be at home.) I told the folks at the repair center that he had not called me and they showed me the ticket which showed that the tech. had tried to call. HOWEVER, when sears created the service ticket, they transposed my phone number.

On my oritinal complaint, the phone number was correct however on the ticket it was backwards. So, the tech. called the wrong phone number and of course, did not get to speak to me. I called the service center to get someone out, they said, "see ya in 2 weeks." I called the branch office and they said, "see ya in 2 weeks." I called Sears in Chicago and they said, "see ya in 2 weeks."

I know that not having a dishwasher is not the end of the world, however, the customer service from sears, really sucks.

We instead told sears, that they would never get another dime from us, we went to Best Buy and purchased a dishwasher and it was delivered and installed the very next day. Our new dishwasher works like a gem. As far as I'm concerned, if Sears can't give their tech. the correct phone number, I am not going to wait 2 weeks for the guy to drive over from Tulsa. If the folks at Sears are that stupid then they won't ever see a penny from my pocket.

5:03 AM  
Blogger Ridon said...

Oh yeah. Sears does indeed suck. It sucks, and, hey Jay, I get that you have a crappy job to do covering for your scukishly sucky company but hey, guess what, Sears still sucks. You are adding to the suckiness. Blah. Must. Reduce. Rage. Response.

12:09 PM  
Blogger My4re said...

Just went to sears to get an estimate for an alternator. Before going there went to National Auto Parts Chain (aka Autozone).Sears is DIRECTLY across the 100yards parking lot. Autozone wanted 225$ for the alternator. Went to Sears to get them to install and they wanted to bill me 474$ for Exact same alternator, over a 100% mark up on a Holiday Weekend =Extortion!!
It will now cost you more than 1000$ in Negiative Adverti$ing not to mention the lost on our families business for years to come!!

My4re@yahoo.com

2:44 PM  
Blogger My4re said...

Just went to sears to get an estimate for an alternator. Before going there went to National Auto Parts Chain (aka Autozone).Sears is DIRECTLY across the 100 yard parking lot. Autozone wanted 225$ for the alternator. Went to Sears to get them to install and they wanted to bill me 474$ for Exact same alternator, over a 100% mark up on a Holiday Weekend =Extortion!!

It will now cost you more than 1000$ in Negative Adverti$ing not to mention the lost on our families business for years to come!!

My4re@yahoo.com

2:45 PM  
Blogger James said...

Sears has the worst WORST costumer service ever!. I bought a lap top from them online and they sent me the wrong one. When I tried to return it at the store they told me I had to ship it back to them from NC to CA. I called and they were supposed to pick it up days ago. I keep calling and they keep telling me someone is going to pick it up but no one has come yet. I will NEVER shop at sears again. EVER!

4:23 PM  
Blogger KatfromStat said...

BUYERS BEWARE WITH SEARS….Well, I’m another unsatisfied customer and a true firm believer that “SEARS SUCKS” to the max. Call me gluten for punishment; I totally forgot why I stopped purchasing appliances from Sears. After a 7 year absence from their store (hell with prior refrigerator purchase), on Oct. 30, 2009 I purchased a LG 60” plasma TV. I was able to get next day delivery with it. However, just right after the 30 day return period, it broke down, and although I purchased an extended service warranty, having it repaired was a nightmare. I placed a call on December 7th, and the first available appt. was 10 days later, then I was told I needed a new power board & the tech thought I purchased a floor model, which I did not. Well another week later and many calls to them I finally got the part, but again had to wait for a service appointment. This time the tech installed the new part to only find out, it didn’t work either. It turns out the TV is a defect from LG. I should have done my homework better and read the product reviews on the SEARS website to see how many people went through this from Sears. Some folks also had the TV replaced 2-3 times. I explained this to the tech and also called customer service while he was in my house and put him on speaker phone and they tried telling me the bottom line was I would have to wait for another 2 weeks for a decision on a replacement TV, to which I did not want. It turns out the tech was trying to talk with me on the side but would not put nothing in writing, so holy smokes, guess what I thank God I had the brains to do I “video taped” the him, who stated I would need a replacement, but since I have a service contract, Sears was going to make me wait forever for the replacement (6-8 weeks) Well I decided to take my own action and I went back to the store on Saturday afternoon when the TV department was crowded with lots of couples/families looking buy TV’s and WHAM I gave the manager hell and played my video with the volume turned all the way up for everyone in the store to hear. And after being told time and time again that I surpassed the 30 day return, I’m basically was going to be screwed because of purchasing a service contract. I am pleased to say, I shocked the crap of the manager and staff and I was able to get a full refund, minus the warranty contract that I’m still fighting them for. My family and I are firm believers since they merged with K-marts they totally lost their value and integrity of customer service. Sears use to be known for their excellent prompt service, but has with anything they surpassed their shelf life and I really wouldn’t give a crap if I see them go out of business tomorrow. I am also pleased to say I also chopped up my Sears credit card that I have had since 1987, it’s their lost.

4:06 PM  
Blogger yankee54 said...

I woek for sears.com customer searvice if you have prombles with your order you may have talked to me. First off if we lost your order jus asked for your money back and find it at walmart, if we owe u a refund hold tight maybe in a month or so ull get it back, also if you placed an order for ups to bring it to your house and u recive a ready-for-pickup email that means your order jus went sfs and you should cancel it before u let it set there and we tell you oh it will be there in 24-48hrs and tell u that evertime you call untill you get someone like me that isnt afriad to tell you well mam your order is canceld it was canceled before u called in on the 28th of dec sorry no one said anything, and talking to a superviser the only time u actually get to talk to a real superviser is when u want to tell them how good of an agent we are other than that if u have a promble depending on the day i will answer the phone youll ask for a supersiver i wait for one of 3 pre detemirin agets to come avialbile and transfer u or if u call in agin u may get someone who answers u ask for a superivser and i jus came avivable so im your superivers manager floor manager what ever u ask for they tell me and i answer as ashley said my name is **** im a sears floor manager here i understand there is a promble with a credit on your order

SO DONT FUCKIN YELL AT US EMKAY
Thanks

6:44 AM  
Blogger snappynow said...

oh my - so many sears sucks stories..
let me add mine...
in oct 2005- i went to sears to purchase appliances for my new house as it came with none. i had sears washers and dryers for 20 years before without problems - this was through the growing up stage of my kids. all fine.
so i purchased - get ready for this - washer, dryer, freezer, dishwasher, microwave, refrigerator, and a stove. over $6000!
the microwave control panel is intermittently losing connection with the number three and the cancel button. the shelves in the refrigerator are cracked. the dishwasher had to have the control and fuse changed twice. the door handle on the stove keeps coming off. and now the dryer doesn't heat up! and all these appliances are less than 5 years old!!! it just comes down to junk quality and poor service.
let me explain that we are older people with one grown 24 year old at home and gently use these appliances infrequently.
since they are not under warranty past ninety days or whatever and my husband is handy we can usually remedy things ourselves. but really...should we have to? not to mention the expense of the fixes and the time involved. all these problems occurred after the warranty period from 6 months up until today. should these things last longer? they used to! what ever happened to quality control? as a previous posted stated - integrity in customer service? a willingness to stand behind their products? how about service people who at least can understand english? but no way!
i'll never buy sears again! i'm glad to see their stock and sales are down! the people - especially now in tight times - need something to depend on. sears no longer fits that bill!
sears should just go out of business and save us all a lot of aggravation.
sears sucks

1:34 PM  
Blogger snappynow said...

oh my - so many sears sucks stories..
let me add mine...
in oct 2005- i went to sears to purchase appliances for my new house as it came with none. i had sears washers and dryers for 20 years before without problems - this was through the growing up stage of my kids. all fine.
so i purchased - get ready for this - washer, dryer, freezer, dishwasher, microwave, refrigerator, and a stove. over $6000!
the microwave control panel is intermittently losing connection with the number three and the cancel button. the shelves in the refrigerator are cracked. the dishwasher had to have the control and fuse changed twice. the door handle on the stove keeps coming off. and now the dryer doesn't heat up! and all these appliances are less than 5 years old!!! it just comes down to junk quality and poor service.
let me explain that we are older people with one grown 24 year old at home and gently use these appliances infrequently.
since they are not under warranty past ninety days or whatever and my husband is handy we can usually remedy things ourselves. but really...should we have to? what ever happened to quality control? as a previous posted stated - integrity in customer service? a willingness to stand behind their products? how about service people who at least can understand english? but no way!
i'll never buy sears again! i'm glad to see their stock and sales are down! the people - especially now in tight times - need something to depend on. sears no longer fits that bill!
sears sucks big time and should go out of business.

1:37 PM  
Blogger snappynow said...

oh my - so many sears sucks stories..
let me add mine...
in oct 2005- i went to sears to purchase appliances for my new house as it came with none. i had sears washers and dryers for 20 years before without problems - this was through the growing up stage of my kids. all fine.
so i purchased - get ready for this - washer, dryer, freezer, dishwasher, microwave, refrigerator, and a stove. over $6000!
the microwave control panel is intermittently losing connection with the number three and the cancel button. the shelves in the refrigerator are cracked. the dishwasher had to have the control and fuse changed twice. the door handle on the stove keeps coming off. and now the dryer doesn't heat up! and all these appliances are less than 5 years old!!! it just comes down to junk quality and poor service.
let me explain that we are older people with one grown 24 year old at home and gently use these appliances infrequently.
since they are not under warranty past ninety days or whatever and my husband is handy we can usually remedy things ourselves. but really...should we have to? what ever happened to quality control? as a previous posted stated - integrity in customer service? a willingness to stand behind their products? how about service people who at least can understand english? but no way!
i'll never buy sears again! i'm glad to see their stock and sales are down! the people - especially now in tight times - need something to depend on. sears no longer fits that bill!
sears sucks big time and should go out of business.

1:37 PM  
Blogger snappynow said...

oh my - so many sears sucks stories..
let me add mine...
in oct 2005- i went to sears to purchase appliances for my new house as it came with none. i had sears washers and dryers for 20 years before without problems - this was through the growing up stage of my kids. all fine.
so i purchased - get ready for this - washer, dryer, freezer, dishwasher, microwave, refrigerator, and a stove. over $6000!
the microwave control panel is intermittently losing connection with the number three and the cancel button. the shelves in the refrigerator are cracked. the dishwasher had to have the control and fuse changed twice. the door handle on the stove keeps coming off. and now the dryer doesn't heat up! and all these appliances are less than 5 years old!!! it just comes down to junk quality and poor service.
let me explain that we are older people with one grown 24 year old at home and gently use these appliances infrequently.
since they are not under warranty past ninety days or whatever and my husband is handy we can usually remedy things ourselves. but really...should we have to? what ever happened to quality control? as a previous posted stated - integrity in customer service? a willingness to stand behind their products? how about service people who at least can understand english? but no way!
i'll never buy sears again! i'm glad to see their stock and sales are down! the people - especially now in tight times - need something to depend on. sears no longer fits that bill!
sears sucks big time and should go out of business.

1:37 PM  
Blogger snappynow said...

oh my - so many sears sucks stories..
let me add mine...
in oct 2005- i went to sears to purchase appliances for my new house as it came with none. i had sears washers and dryers for 20 years before without problems - this was through the growing up stage of my kids. all fine.
so i purchased - get ready for this - washer, dryer, freezer, dishwasher, microwave, refrigerator, and a stove. over $6000!
the microwave control panel is intermittently losing connection with the number three and the cancel button. the shelves in the refrigerator are cracked. the dishwasher had to have the control and fuse changed twice. the door handle on the stove keeps coming off. and now the dryer doesn't heat up! and all these appliances are less than 5 years old!!! it just comes down to junk quality and poor service.
let me explain that we are older people with one grown 24 year old at home and gently use these appliances infrequently.
since they are not under warranty past ninety days or whatever and my husband is handy we can usually remedy things ourselves. but really...should we have to? what ever happened to quality control? as a previous posted stated - integrity in customer service? a willingness to stand behind their products? how about service people who at least can understand english? but no way!
i'll never buy sears again! i'm glad to see their stock and sales are down! the people - especially now in tight times - need something to depend on. sears no longer fits that bill!
sears sucks big time and should go out of business.

1:37 PM  
Blogger snappynow said...

oh my - so many sears sucks stories..
let me add mine...
in oct 2005- i went to sears to purchase appliances for my new house as it came with none. i had sears washers and dryers for 20 years before without problems - this was through the growing up stage of my kids. all fine.
so i purchased - get ready for this - washer, dryer, freezer, dishwasher, microwave, refrigerator, and a stove. over $6000!
the microwave control panel is intermittently losing connection with the number three and the cancel button. the shelves in the refrigerator are cracked. the dishwasher had to have the control and fuse changed twice. the door handle on the stove keeps coming off. and now the dryer doesn't heat up! and all these appliances are less than 5 years old!!! it just comes down to junk quality and poor service.
let me explain that we are older people with one grown 24 year old at home and gently use these appliances infrequently.
since they are not under warranty past ninety days or whatever and my husband is handy we can usually remedy things ourselves. but really...should we have to? what ever happened to quality control? as a previous posted stated - integrity in customer service? a willingness to stand behind their products? how about service people who at least can understand english? but no way!
i'll never buy sears again! i'm glad to see their stock and sales are down! the people - especially now in tight times - need something to depend on. sears no longer fits that bill!
sears sucks big time and should go out of business.

1:37 PM  
Blogger snappynow said...

oh my - so many sears sucks stories..
let me add mine...
in oct 2005- i went to sears to purchase appliances for my new house as it came with none. i had sears washers and dryers for 20 years before without problems - this was through the growing up stage of my kids. all fine.
so i purchased - get ready for this - washer, dryer, freezer, dishwasher, microwave, refrigerator, and a stove. over $6000!
the microwave control panel is intermittently losing connection with the number three and the cancel button. the shelves in the refrigerator are cracked. the dishwasher had to have the control and fuse changed twice. the door handle on the stove keeps coming off. and now the dryer doesn't heat up! and all these appliances are less than 5 years old!!! it just comes down to junk quality and poor service.
let me explain that we are older people with one grown 24 year old at home and gently use these appliances infrequently.
since they are not under warranty past ninety days or whatever and my husband is handy we can usually remedy things ourselves. but really...should we have to? what ever happened to quality control? as a previous posted stated - integrity in customer service? a willingness to stand behind their products? how about service people who at least can understand english? but no way!
i'll never buy sears again! i'm glad to see their stock and sales are down! the people - especially now in tight times - need something to depend on. sears no longer fits that bill!

1:37 PM  
Blogger Ardelle said...

Come to
http://bitterrant.blogspot.com
To discuss customer service issues!

6:08 PM  
Blogger Ardelle said...

Come to
http://bitterrant.blogspot.com
To discuss customer service issues!

6:08 PM  
Blogger whiggins@selby.org said...

I purchased a Carrier Infinity HVAC from Sears May 2009. I learned today that Sear’s 1-year system warranty does not cover anything that is not warranted by Carrier. The people in the service center just don’t care (if you can reach them).
Do not buy anything from SEARS!
Wesley Higgins

12:32 PM  
Blogger Joe said...

Sears just took 50 days to fix my 32 inch Samsung, one part at a time.

3:12 PM  
Blogger haha said...

My personal experience with sears folks: they're a bunch of greedy and stupid people!

Greedy like those on Wall st, but stupid like those on the Main st.

Jeez, why shouldn't sears rule this country?

10:15 PM  
Blogger Joe said...

Update on "50 days to fix my Samsung tv" by Joe
***************************
The day AFTER my tv was finally fixed, I got a canned voice that my service man would be here between 8 and 5 or whatever etc.
next a real person called and apoligised and promised to send me a $100.00 gift card. The next call I got, from India a man offering apoligies. What finally got the ball rolling was a letter to: Manager, Sears Protection Agreement Center,921 Eastchester Dr. Suite 1230,High Point, NC 27262-7646

2:12 PM  
Blogger zztl said...

I hate my sears washer experience too.

The first time it broke was very shortly after the one year warranty. I called a person from the phone book who fixes appliances but was told that sears does not release the specifications on how to fix their products so I would have to call sears.

Yes I waited on hold when I called. Then a week later a tech came out. He fixed the part that was broken by blowing some residue off of it.

It broke again within the 90 days that they cover so they fixed it again for free except for the cost of the part. But this time after being on hold and waiting a week for a tech I also had to wait a week for the part the be shipped to me. Did I mention that if you have your dryer on top of your washer they might reschedule the tech to come out a week later when he can bring a partner?

Then it broke again. This is two times in about two years. I want appliances that last better than this and I will be trying to find said appliance. My first step is to not buy appliances made by sears. (I am buying a fridge, dishwasher, and double ovens right now and I checked to make sure that the brands were not made by sears)

Did I mention that every time it broke the door locked and the clothes inside get all stinky?

So this time it breaks it is the motherboard. It is so expensive to fix I tell the guy that I would rather buy a new machine from someone else rather than pay to get it fixed and end up with a used lemon. He puts my old board back in and lo and behold it works now. I did have to wait a week for the guy to show up.

Then it broke again. Three times in three years. Probably why they kept trying to sell me the ridiculously expensive extended warranty. This time when making the appointment they offered the extended warranty before knowing what was wrong with it and the price was a little better than the price offered after the tech was already here by the tech. Knowing that I could cancel the warranty if the price of the repair were less I bought it. Turns the the price of the repair was slightly more than the cost of the warranty and it was my motherboard again.

I would have again told them to go jump in the lake except that right now I can't afford a new washer so I have no choice but to get it fixed.

In short the appliance broke far too often, it always takes the tech a week to come out and a second week to get parts and maybe a third week if he needs a partner. The extended warranty is very very expensive but the cost of multiple repairs is even more expensive. You must factor this in when buying a product right from the start.

5:37 AM  
Blogger Candice said...

I don't really know where else to complain, so here it goes!
I have to agree that Sears totally SUCKS. We purchased our kids a ping-pong table for Christmas. It was delivered and we put it together. Soon after we learned the table was defective. The pre-drilled holes on the back of the table were drilled incorrectly leaving a huge gap between the two tables. So, we called Sears to have it returned. Two guys in a big truck came that week to pick it up. I asked them for a receipt and they said they didn't have one. My husband and I were a little skeptical about this. Well, 3 weeks later we got a bill. I called Sears and told them that we no longer had the bill. They asked me of course if I had a receipt of the guys picking it up because they had NO record of this. So, after weeks of them so called "investigating" it, they still say we owe them $207 for the table that we no longer have! I have canceled my Sears credit card and will NO LONGER shop at Sears. I am now requesting my phone records in hopes of tracking down the guys who stole the table!! SEARS SUCKS!

10:21 AM  
Blogger nadeau320689 said...

wow jay ...what i dont understand is why losers like you defend such a SUCKY place in hopes of getting a 15 cent raise once every three years...this company takes advantage of its costumers and its employees!!!!for example...i worked there, my fiance, my best friend...my best friend is a little slow, Very shy,quiet...and certainly does not stand up for herself. they have been using her for years as a money counters...never have offered a raise. Years. i have horror stories, so does my fiance. my fiance bought a t.v. with a 500$ warranty and they wouldn't even come to the house when it broke...Today our good friend bought a t.v. their. it was half price he asked the electronics manager "is that a right price?" they said yes. he took it home...hours later Sears took their money back from his credit card account without asking. He did not know this until he went back to the store for a warranty when they informed him he had to bring the T.V. back!!!!! it was in his home for the whole day! Loss prevention tried to bully him, they looked through all of the survielance did not see him change tags , talk with any cashiers, but still are trying to make him return a t.v. he already bought for their stupidity!!!! my fiance went there now to go help him. and i wouldn't care if my washer wouldn't be broken bc of the glass...you paid for a new washer , unbroken,paid top dollar...why should you have to keep something those idiots broke?!?!!

5:58 PM  
Blogger nadeau320689 said...

and jay- there is a big difference between buying a house USED if it has a broken door- or if you know that there is a broken door...or a brand new machine that you thought was perfect...why are you so pathetic that you would defend those scumbags?

6:15 PM  
Blogger BOB said...

i work for sears and to be honest there are products that come out straight up in trash condition..and it sucks because we sales associates get blame for it from you the CUSTOMERS! i mean come on i get it..you spend your hard earn money..and you deserve top quality but it doesn't mean you guys can come into our store and make an ass out of yourselves and start yelling like idiots. look all i am saying is read the dam instruction manuals before you mess with your products..and yes your products do come with warranties..but like i said if you read the manuals you can see they are LIMITED WARRANTIES and most times than none you people abuse your products because you were too dam lazy to read the manuals..and oh your not fooling anyone because we can tell if its a defect or wear and tare. LOOK ALL I AM SAYING IS THIS..NEXT TIME YOU GUYS HAVE A COMPLAINT MAKE SURE YOU MAKE AN ASS OUT YOURSELVES TO THE SOURCE OF THE PROBLEM NOT US ASSOCIATES THAT TRY OUR BEST TO SELL U THE RIGHT THING. I CANT BELIEVE ALL THE IDIOTS THAT COME IN AND START YELLING AND YELLING AT US..COME ON...WERE ALL HUMANS..BELIEVE IT OR NOT SEARS CUSTOMERS JUST BECAUSE WE HAVE SEARS NAME TAGS DOESN'T MEAN YOU CAN BE STRAIGHT UP RUDE! IF YOU HAVE ANY COMMENTS TO THIS FEEL FREE TO EMAIL ME.

2:30 PM  
Blogger nonprofitprophet said...

SEARS STILL SUCKS. Will never do biz there again. bought a fridge 6 weeks ago. 3 delivery attempts later no fridge. first 2 damaged and 3rd one they didn't wait for me to arrive in their 30 minute window...i got there in 18 minutes. Several hours, phone calls and complaints later and no fridge or return calls. SEARS SUCKS and I will never buy another thing there after 20 years of buying appliances and stuff from them. Rainman said KMart Sucks. Little did he know...

11:54 AM  
Blogger nonprofitprophet said...

SEARS STILL SUCKS. after buying fridge 6 weeks ago and 3 delivery attempts later, still no fridge. work hours lost and numerous phone calls to malaysia or wherever i call, nothing. Rainman said K Mart Sucks. Little did he know.

11:55 AM  
Blogger nonprofitprophet said...

they still SUCK

11:55 AM  
Blogger Ray said...

Bought a new grass trimmer on May 7,2010, came via UPS May 12, failed to start, took it to service ctr. May. 15, ( Mon.), they ordered parts, its June 7th, parts still on order, Sears won't give me a new one. 30 days with no tool, they have my money, I have nothing. Sears sucks.
Ray in Nashville

4:25 AM  
Blogger lamby said...

I'm here to complain not about an appliance but about their home improvement people who steal your information from somewhere, call you, say they want to give you a free in home estimate on remodeling and then send a skinny woman out wearing too much lipstick to sneer at you and insult you by telling you that your cabinets don't qualify because your kitchen is too small and not up to code or some nonsense or that your kitchen is too old and that you should do it yourself. They then leave after calling their boss and complain about having to travel from another city just for you. It's the most disgusting thing I can think of to do this to people and they have done it now to us twice! I feel like telling the news media to do a story on these creeps that work at Sears. It is obvious that they should be out of business by now! Can't some lawyer do a class action law suit against them? There sure would be enough people! Sign me on!

11:04 PM  
Blogger lamby said...

I'm here to complain not about an appliance but about their home improvement people who steal your information from somewhere, call you, say they want to give you a free in home estimate on remodeling and then send a skinny woman out wearing too much lipstick to sneer at you and insult you by telling you that your cabinets don't qualify because your kitchen is too small and not up to code or some nonsense or that your kitchen is too old and that you should do it yourself. They then leave after calling their boss and complain about having to travel from another city just for you. It's the most disgusting thing I can think of to do this to people and they have done it now to us twice! I feel like telling the news media to do a story on these creeps that work at Sears. It is obvious that they should be out of business by now! Can't some lawyer do a class action law suit against them? There sure would be enough people! Sign me on!

11:04 PM  
Blogger lamby said...

I'm here to complain not about an appliance but about their home improvement people who steal your information from somewhere, call you, say they want to give you a free in home estimate on remodeling and then send a skinny woman out wearing too much lipstick to sneer at you and insult you by telling you that your cabinets don't qualify because your kitchen is too small and not up to code or some nonsense or that your kitchen is too old and that you should do it yourself. They then leave after calling their boss and complain about having to travel from another city just for you. It's the most disgusting thing I can think of to do this to people and they have done it now to us twice! I feel like telling the news media to do a story on these creeps that work at Sears. It is obvious that they should be out of business by now! Can't some lawyer do a class action law suit against them? There sure would be enough people! Sign me on!

11:04 PM  
Blogger lamby said...

I'm here to complain not about an appliance but about their home improvement people who steal your information from somewhere, call you, say they want to give you a free in home estimate on remodeling and then send a skinny woman out wearing too much lipstick to sneer at you and insult you by telling you that your cabinets don't qualify because your kitchen is too small and not up to code or some nonsense or that your kitchen is too old and that you should do it yourself. They then leave after calling their boss and complain about having to travel from another city just for you. It's the most disgusting thing I can think of to do this to people and they have done it now to us twice! I feel like telling the news media to do a story on these creeps that work at Sears. It is obvious that they should be out of business by now! Can't some lawyer do a class action law suit against them? There sure would be enough people! Sign me on!

11:04 PM  
Blogger lamby said...

I'm here to complain not about an appliance but about their home improvement people who steal your information from somewhere, call you, say they want to give you a free in home estimate on remodeling and then send a skinny woman out wearing too much lipstick to sneer at you and insult you by telling you that your cabinets don't qualify because your kitchen is too small and not up to code or some nonsense or that your kitchen is too old and that you should do it yourself. They then leave after calling their boss and complain about having to travel from another city just for you. It's the most disgusting thing I can think of to do this to people and they have done it now to us twice! I feel like telling the news media to do a story on these creeps that work at Sears. It is obvious that they should be out of business by now! Can't some lawyer do a class action law suit against them? There sure would be enough people! Sign me on!

11:04 PM  
Blogger lamby said...

I'm here to complain not about an appliance but about their home improvement people who steal your information from somewhere, call you, say they want to give you a free in home estimate on remodeling and then send a skinny woman out wearing too much lipstick to sneer at you and insult you by telling you that your cabinets don't qualify because your kitchen is too small and not up to code or some nonsense or that your kitchen is too old and that you should do it yourself. They then leave after calling their boss and complain about having to travel from another city just for you. It's the most disgusting thing I can think of to do this to people and they have done it now to us twice! I feel like telling the news media to do a story on these creeps that work at Sears. It is obvious that they should be out of business by now! Can't some lawyer do a class action law suit against them? There sure would be enough people! Sign me on!

11:11 PM  
Blogger lamby said...

I'm here to complain not about an appliance but about their home improvement people who steal your information from somewhere, call you, say they want to give you a free in home estimate on remodeling and then send a skinny woman out wearing too much lipstick to sneer at you and insult you by telling you that your cabinets don't qualify because your kitchen is too small and not up to code or some nonsense or that your kitchen is too old and that you should do it yourself. They then leave after calling their boss and complain about having to travel from another city just for you. It's the most disgusting thing I can think of to do this to people and they have done it now to us twice! I feel like telling the news media to do a story on these creeps that work at Sears. It is obvious that they should be out of business by now! Can't some lawyer do a class action law suit against them? There sure would be enough people! Sign me on!

11:11 PM  
Blogger bernd said...

Allow me to share my Sears story.

While on a road trip last summer my battery and alternator died. I was towed to a Sears Automotive and a few hours and more than $400 later, I was back on the road. No big deal I thought.. I went to a Sears so I should have quality parts and service (haha..good one Sears, I didn't even see it coming).

A few weeks later I noticed typical belt squeal coming from the alternator belt. I assumed it had just needed to be re-adjusted, however it turns out the mechanic had left one of the bolts out and the alternator placement had shifted (folks: it turns out there is a reason why the "mechanics" that work at Sears were hired there rather than at a higher paying, less demanding independent shop). I didn't think this was a big deal, so I found the right bolt, and corrected the mounting of the alternator and had no problems except for a slight noise from the alternator bearing, probably caused by the misalignment with the belt.

Jump to 23,000 miles and one year later and the alternator is kaput.. dead..deceased.. not alive.. no longer charging my over-priced Die Hard or Die Harder battery. I called Sears Automotive expecting to be able to change out the alternator and bring the old one in for a replacement. What transpired over the phone was more akin to the Monty Python infamous Parrot Sketch. (This alternator is not dead.. its just stunned and shagged out after a long charge! Its pining for the fjords!) No.. they insist that since they installed it, they need to be the ones that replace it. Not only that, but they will charge me to do so since the labor is out of the warranty period but the part is not. I offered to provide the car to verify the mileage, but they insisted rather adamantly that they must be the ones to repair it. I called Sears corporate to file a complaint and at first they asked if I was calling to complain about tires. (search for Sears Automotive tire complaints, folks.. God help you if you ever buy tires there. I had no idea it was so bad). I filed a complaint with the Better Business Bureau in Chicago, where Sears is based. The case was just closed as "resolved administratively" which basically means that Sears has lobbied them not to have a negative complaint filed against them, so they will be little help. I don't think there is much I can do now except appeal to you, dear readers, in an effort to cost them a few hundred bucks.

$50 on ebay motors and one used alternator later, I am back on the road with no trouble. This is less than what I would have paid if I had Sears install another one of their DieHarder alternators.

7:41 AM  
Blogger Jim said...

After 2 years our kenmore elite deluxe dishwashergave up the ghost. It wouldn't wash disshes anymore. We called Sears and discovered it was $129.00 for a repairman to just walk in the door. We opted to go to another repair service. They replaced the heater element and board. The dishwasher still did not run properly. This repair service came out again and replaced the touch panel. The dishwasher still does not work. They now say it is the computer board in the touch panel.

Talk about an expensive piece of crap, we will never buy any Sears products again. Sears products are unreliable and likely to remmain so. While all this was going on we discovered that all the touch pads on ANY DISHWASHER OR CLOTHES WASHER ARE NOT INSULATED FROM THE STEAM GENERATED BY THE HEATERS; WHICH BY THE WAY ARE ALSO FAILING IN 2 TO 4 YEARS OF USE.

The best thing to do is find the cheapest dishwasher and/or clothes washer you can find with out a touch pad. Mechanical dials are better. At least that's the way I'm going. These people at sears could care less. All they want is your money and they give you nothing but crap.

8:50 AM  
Blogger to blog said...

I've got plenty to say. 4/07 we bought a Kitchenaid refrigerator, a kitchenaid dishwasher, and an LG washer and dryer, all top of the line, all with Sears Master Plan. The washer and dryer shake our entire house because of the fact in order to reach them they have these drawers underneath that are not constructed solidly. Okay, we can lift those huge puppies up and put a board underneath both washer and dryer to give a platform worthy of a decent foundation.
I think the dishwasher is fine.
And then there's our lovely fridge. On 6/10th our refrigerator started making this horrible sound. It was the compressor turning on, chiming, and then continuing... over and over. In fact, it's August and as I type this I am still hearing it. I called Sears on 6/11th and made an appointment, their first available, 2 weeks later. Lovely. I figured, "this will be a bit of a nuisance, and then it will be resolved. Right. Two weeks later a man came out to our house (did I mention we live rural, a house of 4 with a 4 year old?) and looked at our fridge and said "It's at about 50 degrees, that not to bad (!!!) and I think you need to vacuum underneath. You have a master plan, so we can do that for you. He went to his van and got a shop vac and vacuumed underneath it. He told us we should pull out the fridge and do the same thing to the back. Um, okay. So we did. The next day the chime and grind continued again. I called back, another 2 weeks they would get here. Sorry we are so off the beaten path, I thought... would be nice if someone took that into consideration when they thought about the impact no refrigeration has on a rural household in the summer.... 2 weeks later, another repair man, hooks his computer up and tells us something is wrong. Um, yeah. Then he said it's either something or something else. Um... and then said he would order one part, the cheaper one (we have the master plan, order them all! No, that's not how it works) and we'll go from there. Part comes in, days pass, enter repair man #3. Well, not really. He was supposed to be here between 8-12. 10:40 phone rings, he probably won't be here before 2:30 I'm told, 2:20 phone rings, he'll be here at 3:30, 4:50 phone rings, "You're on my route, did you get the part?" "yes" I replied. "Well, I don't have my computer, so I hope I can figure out where it goes". Are you kidding me? He gets here, removes everything from the freezer, seems somewhat bothered, and replaced said part. Calls up to have us get reimbursed for food. $250. Okay, not including the gas it takes to get the 25 miles round trip to the market, it's been 4 times that. We lost food on every visit. The freezer was going to -10 and the fridge to 58. In fact, after this man left at around 6, by 9 the freezer was at -6 and the fridge at 58. I call sears the next morning and lit them up. i'd had it. I was done. I was half ready to replace every sears appliance (the ones I had mentioned, a television subsequently purchased, and a load of craftsman tools. and they assured me they would do right by us. They said they would have a senior repair tech out to our house the next day and that he would determine whether the appliance needed to be replaced. He would be here 1-5 pm.
The following day I get a call at 3:45... "hey this is ____ . You are on my route today, but didn't I just come to your house?" Are you kidding? The "I hope I know where to put it I forgot my computer" senior repair tech. Of course. He comes out and the grind and chime is happening loud and clear and he says "I don't know what the other techs were thinking, you need a fan and a board. I don't have the fan, i need to order it. It'll be another 10 days." It's August. Is this really the best Sears can do?

8:30 PM  
Blogger to blog said...

I've got plenty to say. 4/07 we bought a Kitchenaid refrigerator, a kitchenaid dishwasher, and an LG washer and dryer, all top of the line, all with Sears Master Plan. The washer and dryer shake our entire house because of the fact in order to reach them they have these drawers underneath that are not constructed solidly. Okay, we can lift those huge puppies up and put a board underneath both washer and dryer to give a platform worthy of a decent foundation.
I think the dishwasher is fine.
And then there's our lovely fridge. On 6/10th our refrigerator started making this horrible sound. It was the compressor turning on, chiming, and then continuing... over and over. In fact, it's August and as I type this I am still hearing it. I called Sears on 6/11th and made an appointment, their first available, 2 weeks later. Lovely. I figured, "this will be a bit of a nuisance, and then it will be resolved. Right. Two weeks later a man came out to our house (did I mention we live rural, a house of 4 with a 4 year old?) and looked at our fridge and said "It's at about 50 degrees, that not to bad (!!!) and I think you need to vacuum underneath. You have a master plan, so we can do that for you. He went to his van and got a shop vac and vacuumed underneath it. He told us we should pull out the fridge and do the same thing to the back. Um, okay. So we did. The next day the chime and grind continued again. I called back, another 2 weeks they would get here. Sorry we are so off the beaten path, I thought... would be nice if someone took that into consideration when they thought about the impact no refrigeration has on a rural household in the summer.... 2 weeks later, another repair man, hooks his computer up and tells us something is wrong. Um, yeah. Then he said it's either something or something else. Um... and then said he would order one part, the cheaper one (we have the master plan, order them all! No, that's not how it works) and we'll go from there. Part comes in, days pass, enter repair man #3. Well, not really. He was supposed to be here between 8-12. 10:40 phone rings, he probably won't be here before 2:30 I'm told, 2:20 phone rings, he'll be here at 3:30, 4:50 phone rings, "You're on my route, did you get the part?" "yes" I replied. "Well, I don't have my computer, so I hope I can figure out where it goes". Are you kidding me? He gets here, removes everything from the freezer, seems somewhat bothered, and replaced said part. Calls up to have us get reimbursed for food. $250. Okay, not including the gas it takes to get the 25 miles round trip to the market, it's been 4 times that. We lost food on every visit. The freezer was going to -10 and the fridge to 58. In fact, after this man left at around 6, by 9 the freezer was at -6 and the fridge at 58. I call sears the next morning and lit them up. i'd had it. I was done. I was half ready to replace every sears appliance (the ones I had mentioned, a television subsequently purchased, and a load of craftsman tools. and they assured me they would do right by us. They said they would have a senior repair tech out to our house the next day and that he would determine whether the appliance needed to be replaced. He would be here 1-5 pm.
The following day I get a call at 3:45... "hey this is ____ . You are on my route today, but didn't I just come to your house?" Are you kidding? The "I hope I know where to put it I forgot my computer" senior repair tech. Of course. He comes out and the grind and chime is happening loud and clear and he says "I don't know what the other techs were thinking, you need a fan and a board. I don't have the fan, i need to order it. It'll be another 10 days." It's August. Is this really the best Sears can do?

8:30 PM  
Blogger William said...

I tried to purchase a GE dishwasher online at Sears. They accepted my money via paypal however I never received an email from them confirming the sale. This was a 1 day sale thru an email I received from them. After 2 days, I contacted them and they said the dishwasher was not in stock nor would it be. Are you kidding? I'm still waiting on my paypal account to be credited. Going thru customer service is a joke and they don't care if I'm a 30+ year customer, have a Sears credit card, purchased all applianced thru them etc etc. Basically just go away. OK, I will go away.

3:51 PM  
Blogger Abraham said...

1st problem
I bought a garbage disposal a year ago. On the box it had with big lettering 10 year warranty. It broke after 14 months. I called and they told me “no you only have a year” I said no I have 10 full years, it’s on the box and the warranty card. They asked me to prove it by faxing the warranty papers. Basically they called me a liar. I asked them to make the appointment for Monday (it was Friday) and I will fax them in later because I had to go back to my office. They said it does work like that. Anyway I spend from 4:30 to 7:30 Friday night fighting with Sears. Finally on my 3rd call a guy looked up the Sears credit card and found the unit and agreed that indeed it had 10 years.
2nd problem
I bought a riding lawn mower in 2009, brand new Craftsman. About 4-5 months later I went to but parts for tune up. They had nothing except an oil filter. I had to drive 55 miles to the Sears parts center. 6 months after that I tried again for parts but still nothing, not even the oil filter, this time I had a broken drive belt and had to stop mowing. I called parts and they told me that it will take 12 days to get my stuff. Meanwhile since I live in Florida the grass grows like crazy and the code enforcement will ticket you if it’s an inch higher. I order the parts with the model number that I gave to the agent on the phone, when I got the parts they were all wrong. I then checked the parts list on the mower itself and the numbers on the mower matched the numbers on the parts, but the new parts did not match the old parts. Like the old air filter is a round one they send me a flat one. The whole list on the mower was wrong.
I will never set foot again at Sears, you should see the store in Pompano Beach Florida, the garden/ tool section is empty, no customers. No wonder.

3:57 PM  
Blogger Chris said...

I just got off the phone with sears after an hour and 10 minutes of being pawned off on different departments. Sears sucks so bad that I will never go into their stores again, not even in a mall to cut through to another store.
I bought a fridge, range, dishwasher, and front load washer from them in 2005.
When the fridge was 14 months old the blower motor int he freezer went and sears wouldn't cover anything to fix it, but did charge $129 service call and full price for the part.
Then 8 months later there was a leak in one of the gas range's fittings. Yes, once again Sears charged over and above what a local guy charges to service the range. They don't care how close to the warranty it was they just basically steal from you and screw you later.
My dishwasher just sucked and never really cleaned anything. We called sears and their rip-off tech came out and said "everything looks fine. Just leave it on pots and pan scrubber mode. that should help". After a few months it just became obvious that sears ripped us off again so we went to Lowes and bought a great dishwasher.
Just now my washer machine speed control board went out on a front load washer bought in 2005 for $800I called a friendly local service guy who said they had problems with these boards from day 1, all made by frigidaire, and they knew it. sears refused to do anything about it and would just send me the part without having their $129 tech come and tell me what I, and they already knew.
I will NEVER buy from sears again, including those shithole k-mart stores. Lowes, Home Depot, Best Buy, and Walmart or any other store will be my choice.
The only time I ever go into sears will be to take a shit and I may do it on the floor, but they probably would put a price tag on it and sell it to some other person.

6:35 AM  
Blogger Rebeca said...

I'd been thinking all day, wouldn't it be great to start a blog called "Sears Sucks" and here it is!

I bought a refrigerator less than five years ago, and two extended warrantees, and it's broken beyond repair. Though still under warrantee, Sears keeps telling me that they need to 'approve' a credit for a new one -- meanwhile, hundreds of dollars worth of food have rotted and we have no refrigerator.

Oh, and the customer service? I don't think it deserves that name. Every time I call they say they can't do anything and every time I e-mail, they tell me to call.

Sears truly sucks.

5:45 AM  
Blogger Pam said...

I don't even know where to start. Sears and their AE Nationwide is downright embarrassing. You couldn't pay me enough to buy from Sears again.

I had two service appointments where the AE Nationwide repairman was a no show. The first one didn't even result in a call. After confirming the appointment, I took the afternoon off from work and the guy NEVER SHOWED UP. I called and was told that he was "overbooked" and that someone was going to call me....when? The next week? All I could do was make a new appointment.

Flash forward to today. Another four hour window and I'm sitting at home. Two hours into my window I got a call (at least they called this time). Oh....we're sorry. There's no technician in your area today. I explained to the woman that I had already been blown off on Friday. She checked her schedule and was quite embarrassed, but no resolution.

You know what? I'm handy enough to install the parts on my own, but take my advice. DON'T BUY AN APPLIANCE FROM SEARS!!! Next time, I'll spend $100 more and get it from the Mom and Pop store down the street. They're happy to call me and meet me at the house for service.

Sears, thank you very little. I cancelled my Sears card and I'll spend at least 8 hours of my time (the same time that you wasted) telling everyone I can find about your crappy customer service.

5:31 PM  
Blogger spiritual_seeker_through_movies said...

Recently got a service appointment from sears.

I needed a copy of the receipt and boy was I in trouble.

Anything not on the menu was treated as if I wanted the world

When I finally asked for a manager I was put on hold forever

Sears sucks!

10:53 AM  
Blogger Erica said...

This comment has been removed by the author.

2:31 PM  
Blogger Erica said...

I knew before I bought that Sears cust service sucks, but I did it anyways. I went to the outlet and bought and Electrolux washer and dryer with a stacking kit. My entire family had the stomache flu when my dryer broke(a Kenmore that was constanlty breaking and I had had enough) and I needed the replacement ASAP- I had been planning on purchasing a set in the near future so I did my research and knew what I wanted. I wanted them quickly because I had clothes/sheets full of vomit. I went to the store bought them on a Wed and had to wait until Monday to have them delivered (needed at least 48 hours to remove the pedestals). Monday comes around and I got a call at 6am from the delivery driver telling me the stacking kit is missing and asking if they should still deliver it or wait until the stacking kit arrive. Obviously, with the flu going around I wanted it ASAP, so I said deliver and then come back when you can stack them. They arrived at my home to tell me they couldn't hook it up because the store forgot to include the feet to the washer and dryer and owner's manuals. I immediately called the store and they said they could get me the missing things on Wed. I called cust service to complain and they told me it's a store issue and they couldn't help me. Ok, whatever I didn't have the energy to deal with it at that point. Wed comes around and the team (3) of idiots come to install it and tell me the washer won't turn on! They call cust service and follow her instructions- nothing. I talk to cust service and she schedules service for Friday afternoon (the soonest available) and also tells me to call the store to see if they can replace it. I call the store and the guy arranges to have another one brought to me in the morning (he does some pretty heavy paperwork on his end where I have to call the credit card company and change over warranty/financing agreements etc)- keep in mind this has been going on for an hour or two. I went to go and kick my machine because I was so angree and I looked at it- it was on! I don't know if it needed to boot up or something but it worked. So, I had to call back Sears and spend another couple hours explaining that I don't need them to come to deliver a new one. Then, when I pulled my clothes out of the washer, I noticed they were so hot- I am not very tech savy, but I know it was programed to rinse cold. The 3 stooges hooked up the water lines backwards! What a bunch of idiots!! I have talked to so many departments and so many people at Sears over these appliances. I have posted warnings on Facebook for everyone to read- don't buy from Sears because they suck!!

2:32 PM  
Blogger ticktech said...

On November 1,10 I with the 87 year old lady in tow who's light in her refrigerator wasn't working as it would not go off when the door was shut (broken refrigerator door switch) and now no light as bulb was burnt out, we ordered a new switch from the local sears parts outlet paying cash for the part and more cash for shipping and handling(more than the cost of the part itself)the part was to be delivered in 7-10 days. This old lady is somewhat house bound and enjoyed just getting out for a couple of hours.I was glade to assist her.
I assumed the correct part was ordered as the sale clerk looked into her computer asked me 5-6 times which switch I needed to witch I replied 5-6 times "the refrigerator door switch" even though the piece of paper I gave her with the model # serial # for this cold spot model stated refrigerator door switch on it.We went on our way. 11/04/10 the part arrived at my front door, the wrong part.Repeat THE WRONG PART.
The following Saturday I drove 67+ miles to this parts outlet to return this part and order the right part.Another sales clerk attended to my request told me that her computer said it is the replacement part and their was nothing more she could do. She then stated that one of their tech.'s could come and install it for us at a extra unreasonable cost. I tried to explain to her that this part would not work as it was larger than the original and the electrical connection would create a shock,electrocution hazard as the space were it is to be installed was not large enough to clear the wires from the metal cage it fit into. She again stated that she could do nothing and I would have to return Monday when the manager should be back.
I was not able to return until the following Wednesday. Could not call the store as no phone # was on the receipt or in the phone books for this store.
When I returned I talked to a person who claimed to be the manager.He told me that he could not give me a refund or order the right part unless I returned the part (witch I was trying to do with the wrong part in hand in the original package unopened) in the shipping bag from UPS from witch I received this part. HE then stated that I would only get back 80% of the price I paid for the part and that no shipping charges would be refunded at all.I explained to him that it was they who ordered the wrong part, not I. I told me it must be my fault because that's why they have the computer screens to see the part. I told him no clerk turned the screen around so I could see the part.Or did they invite me behind the counter to see. I took it for granted they ordered the right part. I RETURNED HOME WITH THE WRONG PART IN HAND. I then called the sear national parts line 3 times before I ACTUALLY GOT A PERSON who could verify the part #'s and just as I suspected they sent the switch for the freezer door.Not the refrigerator door as I requested.
I then had to call long distance to reach a person who presented herself as the district manager for that outlet.6+ calls later (disconnected many many times) I finally got to talk to her.
She told me that she would check with that store and get back to me later. Much later she did and advised me that the proper part would be sent pronto at no additional cost. I assumed 7-10 days again and stated that to her.

8:34 PM  
Blogger ticktech said...

....Time past and past again still no part. Contacted her (THE BOSS) again and again told she would call me back when she found out reason for the delay. Waiting waiting waiting She finally talked to me again after I called again, all long distance charged to me.And more complaining to complaint lines.More promises that they will get the part to me and the delay was due to the fact that rather than ship me the part directly the outlet manager was having the part shipped to the outlet and he then would ship it to me???
IT is now 12/08/10 and I still have not received the part even though sears confirmed the outlet received the part before thanksgiving.
The BOSS now tells me that the outlet said I went to the store and said it was still the wrong part. I to her that I would not know if it was the right part or not because I had not returned to the outlet since the third time when the manager tried to sucker me.

8:38 PM  
Blogger ticktech said...

Now after over 1hour and 23 minutes long distance charged to me and another 27+ hours on phone whith the complaint department or waiting for them to call me back Iam told they will send me a gift card for $30 dollars (good only at sears) and I will have to just order the part elswhere.Icant use the card to order the part elswere (good only at sears). they said this was there way of compensating me for all the trouble and hassel they caused.But I still have not recieved the part or a refund. If you add the money I paid for the part and the money it will cost me to reorder this part elswhere it will actually cost more than the gift card (good only at sears). THEY CALL THAT COMPENSATION??? And as for my time, long distance charges, and aggrivation trying to help sears see they have a problem with thier system the one who suffers the most is the old lady who hurt her foot reaching for something in the dark frig, knocked a jar of jelly on her foot(now black and blue).
As of now still no part as they claim it must be lost in the mail.
And no real justice or compensation as they portray.
Then I could tell many more stories about sears costomers who have bought extended warranties only to be told by sear tech's that IT CAN'T BE FIXED AS THE PARTS for some reason or another are to expensive or can't be found and offered very little compensation. Even though there extended waranties stated full replacement if not repairable.And then come I working on some other appliance in their home take a look and find all thats wrong is a part usually less than $10 easily replaced.
Recently a SEARS (I should say former customer) new credit card that she never used incurd charges from sears for same, She notifide sears so they issued a new card to her with a new # and agaian she incurred charges that where not her. The thief went into a sears store several states away and a sale clerk or somebody at sears gave the thief the new # and allowed the thief to charge thousand more.!
I suggest to people not to buy from sears.
By the way I have been in the appliance repair bussiness residential, to industrial for 38+ years.
sears at this time I am convinced is run buy todally incompetent people from bottom to the top, But the Real problem lies with upper management as their seems to be no avenue to teach employees aspects of the jobs at hand.The sales people I delt with have been there a long time but still no nothing. And the always seem to be mad at the world.
THANKS FOR THE VENT GOOD CHEERS TO YOU!!!
ticktech

8:40 PM  
Blogger The Daniels said...

I spent $2,200 on a french model fridge from Sears, Kenmore to be exact. This fridge SUCKS! The ice maker is horrible! I thought I would get the best with Kenmore, very disappointed. Will never purchase from Sears again.

6:16 PM  
Blogger Charlow said...

i had the worst customer service at two Sears Auto Centers. Short short short short version - 3 trips for a flat tire, should have noticed that my tires had defective cracks that were against warranty, was told that they put all tires in a dunk tank and then didn't. I was lied to at least 2 times and was treated poorly. ended up buying new tires from someone else. Sears Sucks and I will never purchase ANYTHING from them again. I mean really??? Is my safety not a concern?

1:31 PM  
Blogger alex said...

So I called Sears earlier today because four dishwashers I bought for one of my properties 16 months ago were having various problems. It is unusual to have 4 appliances of the same model start acting up at the same time when they are only a little more than a year old. One machine takes two hours to cycle, Two are leaving white film on the dishes, and One was not draining completely.
So I called customer service because in the past they had been very helpful even when things were a little over mfg. warranty.
First, customer service looked up the order I placed and found the dishwashers. The order had 4 washers, 4 dryers, 4 refrigerators w/ ice makers, 4 stoves, and 4 dishwashers. They said it was not under warranty but they could send out a tech at the rate of $129 for the first machine and $99 for each additional machine, a total of $426. I declined their initial offer and asked if the machines were from a defective batch.

Second, they sent me to the recall dept. who said their were not recalls for our machines.

Third, they sent me to customer care. After a half hour they agreed that the first washer would be $129 for repair and the other three would be $49.50 each [50% off], (Labor Only).

Fourth, they call me back 4 hours later and say they are sorry they can only offer me a $30 discount off the other three machines not the 50% discount they originally promised.

So after we had a meeting of the minds and agreed upon a price, date and time, and services to be rendered they decided to try and renegotiate. I can't believe they were willing to loose me as a customers both on this call and permanently over $60. This order alone was close to $15,000 and they had records of tens of thousands more I had spent on their stupid Kenmore brand.

From now on I will buy from someone else.

3:43 PM  
Blogger alex said...

So I called Sears earlier today because four dishwashers I bought for one of my properties 16 months ago were having various problems. It is unusual to have 4 appliances of the same model start acting up at the same time when they are only a little more than a year old. One machine takes two hours to cycle, Two are leaving white film on the dishes, and One was not draining completely.
So I called customer service because in the past they had been very helpful even when things were a little over mfg. warranty.
First, customer service looked up the order I placed and found the dishwashers. The order had 4 washers, 4 dryers, 4 refrigerators w/ ice makers, 4 stoves, and 4 dishwashers. They said it was not under warranty but they could send out a tech at the rate of $129 for the first machine and $99 for each additional machine, a total of $426. I declined their initial offer and asked if the machines were from a defective batch.

Second, they sent me to the recall dept. who said their were not recalls for our machines.

Third, they sent me to customer care. After a half hour they agreed that the first washer would be $129 for repair and the other three would be $49.50 each [50% off], (Labor Only).

Fourth, they call me back 4 hours later and say they are sorry they can only offer me a $30 discount off the other three machines not the 50% discount they originally promised.

So after we had a meeting of the minds and agreed upon a price, date and time, and services to be rendered they decided to try and renegotiate. I can't believe they were willing to loose me as a customers both on this call and permanently over $60. This order alone was close to $15,000 and they had records of tens of thousands more I had spent on their stupid Kenmore brand.

From now on I will buy from someone else.

3:47 PM  
Blogger Sue Maden said...

My experience: bad products + lousy service = never shop at Sears again

9:44 AM  
Blogger Alice said...

I got terrible service today when I wanted a refund on my wall oven that didn't fit. It was scheduled to be delivered friday, never showed up . I sat from 11 am till 3pm. making me 1 1/2 hours late to pick up my husband from the airport. then today, charged 15 per cent restocking fee of $71.40. Appliance dept manager, no help, non sympathetic, could not care less I sat around waiting for the installer that never showed up. I guess once you pay, who cares.

2:01 PM  
Blogger baddude said...

I have purchased Kenmore products for more than 40 years. I won't be doing that again. We purchased a Kenmore washer and dryer from Sears and have kept a maintenance contract on those appliances. A main bearing went out on the washer, and I called, made an appointment to have it repaired between 8:00 a.m. and noon. I waited, waited and waited some more. After two phone calls the technician showed up at 3:00 p.m. He immediately diagnosed the problem, ordered parts, and told me that our maintenance agreement would cover the $ 1,450.00 repair. He said we would get parts delivered to our home during the week, and he would be back with a helper at 8:00 a.m. this week.

I got an automated call yesterday, telling me they would be here between 8:00 a.m. and noon. It is now 1:00 p.m., I’ve made four calls to Sears repair, and finally got a return call (although each time I called they promised to return my call). Their call center is in some foreign country and the people on the other line do fine as long as you stick to their prepared script. Otherwise, they don’t have a clue.

There are a lot of people trying to do the right thing, will fix my appliances if they break and BE HONEST in their dealings with me. Sears lies, and I have no patience for a company that tells me one thing, does another, and doesn’t care that they have lost a loyal customer. I will make sure that my next appliance purchase has NOTHING to do with Sears repair.

They Suck and really don’t care about the customer, once you are out the door!

12:01 PM  
Blogger West End Screenwriters' Club (Adam Fulford) said...

On February 9 I placed on order over the phone with Sears for an item that costs several hundred dollars. Minutes later, I called them again to change the place of delivery for the order. Here's what happened:
1. Instead of being able to make an edit for the delivery location, they have to cancel the entire order.
2. I said to them, please don't charge my credit card again for the same item. They reassured me that it is no big deal and that the money would be credited back to my credit card.
3. I notice that the amount available on my credit card is much less than I imagined.
4. I phone the credit card company and discover that there were two purchases made to Sears for the same item. Sears did not credit the cancelled purchase back to my credit card.
5. I phone Sears several times to find out what is going on. As always, the person answering the phone has to connect me with a customer service representative. They tell me that the order was processed and that the cancelled item is being shipped across the country. They then inform me that money can't be credited back to my credit card until it reaches it's destination in several weeks time.
6. One of them helpfully forwards my issue to Sears credit department just credit my money back without making me wait so long.
7. After making a call to Sears, I have to painfully extract information to the effect that whoever is in charge of such matters at Sears credit department decides against doing so in my case, until the item reaches it's destination across the country.

Sears sucks.

1:06 PM  
Blogger Russ said...

I have a Sears air compressor that quit working after a couple of months and an hour’s usage. I took it back to the store and fortunately was able to have it repaired under warranty. It probably has 5-10 hours on it now and is still running. I suppose I should count my blessings.
I bought a 2 ton automotive floor jack from Sears around 2008. The hydraulic fluid leaked all over my garage floor rendering the jack unusable after about 2 months and two uses. I took it back to the store for a replacement and was told that I would have to take it to another store a few miles away for a repair. Upon arrival at the 2nd Sears store, I was told that they can’t repair floor jacks. I asked for a new one was told I’d have to go back to the original store for that. I tossed the jack in the metal bin at the county dump and vowed never to enter another Sears store, and I haven’t.
I also had a Sears infrared thermometer (purchased prior to the jack) that went blank after about 50 readings. I just threw it in the trash and remembered my vow.
As Dave Ramsey says, Sears leads the way when it comes to figuring out how to rip the consumer off.

4:46 PM  
Blogger skerentoff said...

FYI model numbers beginning with 417 are frigidaire/electrolux made, not whirlpool. Alos Sears does not mae the products, they are stuck selling them though. Everything we sell is an embarassment. They are making the stuff so cheap anymore, the foreign brands are the better ones to get anymore. Bad thing is then we do have to order parts. BTW to the parts nazis out there insisting service takes weeks on end to complete a repair, not so. We are required to drive and get parts locally if available. Now if 5 different vendors dont carry your part, why would Sears be the problem? The service plans are overpriced at Sears but heres the secret, Kmart is cheaper, go buy it there. The plans are essential on anything anymore. Any newer product whatever it is is designed to last 5 years tops.

3:59 PM  
Blogger Rodri said...

Sears totally sucks.... you call for help and all they give you is headaches.

After scheduling via bombay india, a technicia arrives mainly to order parts.

The idiot orders parts and comes back to install them, to find out he needs more parts. All in all you are out close to 1/3 of what a new unit would cost, and he's not even able to get your dryer to operate.

Complete incompetence, trained only in ensuring what ever complaint you have is NOT ADDRESSED.

Sears sucks!

7:28 PM  
Blogger Frantz said...

test

7:06 PM  
Blogger Frantz said...

My story is equally suckish. We bought a new oven / range a few weeks before thanksgiving 2009. About a month ago, 5 months out of warranty, I was sitting in the kitchen, alone .. the oven was off as it is most of the time ... when BOOM! The glass shattered on the door into a million pieces.

I went to the Sears store to get it serviced. They said order the
parts online. I ordered the sheet of glass ($100 !! for the outer, mostly cosmetic glass). Parts of the glass
were stuck to the oven door using an adhesive. I scheduled an
appointment to have someone come out and replace the glass. I asked the
scheduler will the repairman have the adhesive?? She said oh, yes, he is
the oven expert and has all repair parts like that on his truck. On the
day of the appointment the repairman called and said he was on his way
out. I asked: do you have the adhesive for the glass?? He said no. He
would come out, charge me $129 for the service call, write down the
model number, order the part, then come back for another $129 and
replace the glass. I said I would give him the model number right then
over the phone -- he said no, it doesn't work that way. He said if he gets the adhesive he has to charge me for the service call.

So now I am looking at $358 (100 + 2 service calls at $129 each) plus the cost of the adhesive plus 2 days of
missed work to repair a part that probably cost Sears about $2 in the
original oven.

So: I went back to Sears Parts Online and wrote them, describing the
adhesive that I need. I thought I would get the part and save $129. They were very nice but indicated that that part
could not be obtained through Sears. So now I am totally screwed.
Clearly the repairman Is not ordering the part through Sears (as he
implied, since he needed the model number) since the part cannot be
obtained through Sears (according to Sears).

So, the cost to replace the front glass panel on a $600 oven will be $358, more than 1/2 the cost of the oven. If Sears would be honest and say "Our stuff is crap, buy the warrantee" ... oh wait, the guy from Sears did just say that ... they just need to advertise it better ...maybe put it on a sign on every appliance ; or a sticker that can't be removed.

.. or if they had honest repairman who were too busy fixing ovens to add pointless overhead and expense to the repair process .. or if they would say buy brand XYZ replacement parts .. or let you buy the warrantee because they forgot to tell you it was crap..dang .. any of those 4 things would do it .. but Sears doesn't even respond to my emails now.

7:30 PM  
Blogger Jeff said...

kjjkjk

11:15 AM  
Blogger davelackey7 said...

I have had similar issues. We bought a Kenmore Oasis Elite washer four years ago. Over those four years, we have had Sears come in constantly to repair it, most often at our cost. Several times, they would claim that there was nothing wrong with it, only to have the error codes come up three washes later. We would then be told by Sears that we would have to wait another week for another repairman to come out. After four years of this, I finally got pissed off enough to push back. We are buying a new washer this weekend from someone more reputable (a guy on the corner?). And...since I am an attorney, I am going to sue them for triple damages under Ohio's Consumer Sales Practices Act. I only wish that I had the energy/patience/etc. to file a class action on behalf of everyone who has been screwed by them. Good luck to everyone else. Sears truly sucks.

6:07 PM  
Blogger Deepak said...

I bought a GE refrigerator from Sears in August 2002. After the warranty expired, I bought a service contract from Sears and renewed it every year. On May 25, 2011, my refrigerator stopped working. I called Sears for service. They told mr that they could not send anyone till June 2nd. I could not wait that long. I made many more calls to plead with Sears to send a technician sooner or give me other options. No one stepped up to help. With my back to the wall, I had no option but to call a local appliance repair shop to come out and take a look. The local repair shop came out immediately and fixed my refrigerator. I called Sears to see if they will reimburse me for the cost of repair ($260.00). They told me that under the contract, "I did not have the luxury of getting a third party to fix my refrigerator" and they did not have any obligation to reimburse me. They also did not have any obligation to send a technician out in a timely manner to fix my refrigerator. SEARs sucks. I am taking my business elsewhere

10:31 AM  
Blogger Jenn said...

Sears is a piece of shit - hands down.

They subcontracted joe- blow to install our furnace 20 months ago and he found a friend who he hunted with to do the electrical. I called and bitched that day and they did nothing. The next month our gas bill had doubled since putting in the new unit. 20 months later after they told us, point blank, "we have never returned a furnace and you aren't about to be the first", we filed a complaint with the better business bureau. Shit was taken care of. We said we want a full refund and take your shitty unit out. An inspection was done and guess what - they failed the entire inspection miserably. NOTHING about the installation was to code, including the electrical! Go figure! They said the way it was hooked up caused the unit to overwork and overuse gas. Today, they refunded our money to our credit card and we watched them rip that furnace out and take it away. Thank goodness!

We asked for a return right away - as in two weeks after it was installed. They fought us - hard! My advise - -- take it to the better business bureau! They HAVE to resolve the issue or else they take a huge hit on the BBB ratings and this has a huge impact on their company.

So, they've NEVER taken out a furnace before ... but today was a new day past NEVER because guess what? Today, Sears took out and refunded our furnace!

4:40 PM  
Blogger jrar22 said...

Absolutely horrendous repair service. Made an appointment one week ago for a Friday morning between 8am and 12pm. No repairman shows and its 12:30pm. call sears and they tell me he cannot come due to scheduling problems. But they would be willing to reschedule for another week wait. I asked the telephone service rep if he had just smoked a crack pipe. He laughed. Why would I reschedule with this crap service for another week to be told one hour after the scheduled time you won't be coming. I hung up the phone and called a local repairman and he is coming tomorrow.

6:27 PM  
Blogger whyaskwhy2006 said...

This comment has been removed by the author.

4:49 PM  
Blogger Tung said...

I just purchased a refrigerator from a Sears in Austin, TX last week. I wish I could write a review about my new Kenmore refrigerator, but since Sears Delivery can't deliver my refrigerator on time, I can only pay it forward by warning others about Sears Delivery.

If you are in need of a refrigerator because your old one broke, I would not trust Sears to deliver in a timely manner. It's not worth any savings you get. You can easily go to The Home Depot or Lowe's to pick-up a name brand refrigerator.

Yesterday morning, I got a call at 7:30am (which from a customer service standpoint is way too early to be making service calls) to let me know that my refrigerator was coming today between"9-11." They must have meant 9am-11PM because it is now 7pm, and I've had to miss a full day of work and cancel both my lunch and dinner plans in order to wait for Sears Delivery to show up. Meanwhile, I've had to proactively call three different members of their delivery team to coordinate the delivery. I finally called the Delivery manager at Sears, and he said he would have the delivery guy call me ASAP. One hour later, it still hasn't happened. Still no sign of a delivery guy. Still no refrigerator.

This is a warning for any customer of Sears: Be careful when you see "free delivery" because "free" can cost you -- and it certainly will cost you a full day of work when it comes to delivery. This will be my last purchase at Sears -- unless I buy a truck and can haul the refrigerator away myself. The deliver service is about as bad as it can get. I just hope the refrigerator comes in this week.

Update: It's now 24-hours later and STILL no sign of a refrigerator and I've run out of people to call. Worse. Service. Ever.

8:01 AM  
Blogger Rich H said...

My mother just had her car inspected at the Sears auto center in Greensburg PA. She's 85, on a walker, and only drives maybe 5 miles a week. Last year, she was told that the next visit would require her to replace all of the brakes and rotors. I inspected the parts myself, since I do my own brakes (I'm a mechanical engineer). They were perfectly fine. This year for inspection, they charged her for the ridiculous immissions test and sticker, plus some other "goodies". Since she drives less than 5000 miles a year, she is exempt. Nonetheless, she and 4 other elderly people also were ripped off this past Monday. STAY AWAY FROM GREENSBURG PA Sears!!

9:45 AM  
Blogger Bill Cotter said...

If there's a worse company to deal with I hope I never run into them. We bought a new refrigerator and waited close to 3 weeks for it. When they delivered it it had a small dent on the rear side. They said they could replace it in 3 more weeks but use this one for now. The delivery man and the instruction manual said to let it run for 2-3 hours before putting anything in it. Well, after 3 hours it had not cooled at all.

We called the service department and went through 4 people, all of who asked the same info. The last one said that it should run for 24 hours and that might fix it. I said I wanted someone to come by and look at it. She said the first appointment they could give me was TWO WEEKS from now.

She honestly expected me to sit with a $1500 boat anchor for two weeks. Nothing could be done, no way to expedite. We told Sears to come and get this piece of crap out of our house and to cancel our account. That took 4 more calls to get through to someone.

Stop and think before you buy an appliance from Sears - COULD YOU WAIT TWO WEEKS FOR A REPAIR VISIT??????

8:02 PM  
Blogger jeeez said...

I must say that if anyone is even thinking of buying anything from Sears they must be crazy.

They make more money on service than the item sold in the first place.

9:25 AM  
Blogger banggang01 said...

My refrigerator has been down for 3 1/2 weeks now. After 3 technician visits I'm a bit concerned that it won't be fixed on the next visit. Here is my story.....

July 15 - fridge not working..call for service.

July 16, 8 am - tech is in my home. Notices that condenser fan motor is not turning and orders a new one because he has none in his truck and the warehouse has none either. Doesn't bother to find out WHY the motor is not turning.

July 19 - part arrives. Next available appointment is July 29th. I go through a few different levels of service people and finally get an appointment for July 22.

July 22 - Tech arrives at house. Replaces fan motor and nothing happens. Whips out his test meter and finds that the main control board has power coming in but none going out. A very good reason why the fan motor doesn't work. But.....while in the process of testing a little more he shorts the board out. No biggie, it's bad anyway, right? So he tests some more and lights the board on fire. Real professional. He then says he has to order a new board...well...same story as above. He also orders a display board for inside the fridge, "just in case". He makes next appointment on the spot. August 5th......OMG!

August 3rd - parts arrive.

August 5th - Tech shows up, installs the control board and display board. NOTHING! No power to the display inside fridge and no power to the fan motor. Tests the control board.....power in, no power out. Sears uses REFERBISHED control boards. Tech tells me that 7 out of 10 times the refurbs don't work. I get him to order a brand new one. Can't make appointment because he doesn't know when the part will show up.

August 9th - part arrives. I call to make appointement and I'm told the next available date is AUGUST 23rd! I talk her down to August 19th. I worked my way all the way up to the head of the call center and she tells me that she has no boss and there is nobody to transfer me to. Really? REALLY??? I must have been speaking to Mrs. Roebuck!

I called back a little while later and requested that the tech come to my house with a new wiring harness also because he probably fried the old one when he LIT MY FRIDGE ON FIRE. they said they would note it but could not promise anything.

So.......25 days without a fridge so far and it'll be 35 days by the time the tech gets here again.

I know I may be a bit unreasonable to expect that a company like SEARS would be able to fix a simple appliance like a refrigerator seeing as they've been doing it for...what....like 200 years????

What to do now? What is my next step? Consumer affairs? Better Business Bureau?

7:17 PM  
Blogger Jenn Marie said...

Yes! Contact the better business bureau, tell them what you want (such as return with full refund) and it will happen.

They removed our furnace almost two years later that didn't work and refunded our $ 10,000 but ONLY bc we filed with the better business bureau. Sears is a POS company ... Never buy from them!

3:19 AM  
Blogger Dave Barnes said...

We bought a new washer and dryer from Sears in July 2011.
These were installed in our house on 13JUL2011.

The installers did a horrible job.

1. They dented our wallboard. Offered to come back and repair it, but never did.
2. They left dirty fingerprints all over the laundry closet doors and walls.
3. And, the biggie. Installed the dryer with a huge kink in it so as to render it almost completely useless. See http://barnesfamily.co... for photos. This is what the handyman handed to me this morning as he was installing some shelves in the closet.
4. They also failed to install a strain relief on the electrical cord for the dryer.

It gets better.
The only reason we discovered the "fire hazard in the making" dryer vent was that we had our handy man come to install shelves in our laundry closet. He was the one to point out the vent and strain relief problems. If we had not called him in, then our discovery of the kink would most likely have been we the fire started in the laundry closet.

Sears' response (via a phone call) has been: you should have called us. If I had, they would have repaired the wall and removed the fingerprints whilst leaving the FIRE HAZARD IN THE MAKING because, of course, we did not know about it.

We are unlikely to make another purchase from Sears.

7:44 PM  
Blogger Dave Barnes said...

We bought a new washer and dryer from Sears in July 2011.
These were installed in our house on 13JUL2011.

The installers did a horrible job.

1. They dented our wallboard. Offered to come back and repair it, but never did.
2. They left dirty fingerprints all over the laundry closet doors and walls.
3. And, the biggie. Installed the dryer with a huge kink in it so as to render it almost completely useless. See http://barnesfamily.co... for photos. This is what the handyman handed to me this morning as he was installing some shelves in the closet.
4. They also failed to install a strain relief on the electrical cord for the dryer.

It gets better.
The only reason we discovered the "fire hazard in the making" dryer vent was that we had our handy man come to install shelves in our laundry closet. He was the one to point out the vent and strain relief problems. If we had not called him in, then our discovery of the kink would most likely have been we the fire started in the laundry closet.

Sears' response (via a phone call) has been: you should have called us. If I had, they would have repaired the wall and removed the fingerprints whilst leaving the FIRE HAZARD IN THE MAKING because, of course, we did not know about it.

We are unlikely to make another purchase from Sears.

7:44 PM  
Blogger Patrick said...

I totally agree,SEARS SUCKS!!! I (an my parents) have all our applicances through Sears with the service protection plan. 2 1/2 weeks ago, my refrig quit working. The first tech that came out, did not have the right parts. I had to wait another week for the parts to be shipped in. When it was time for my appointment that next week, I got a call that they were overbooked and needed to reschedule. Now, the third time, the tech's recovery unit did not work and he needed to go to another tech to borrow one. He is now repairing the unit, but the new part he brought is defective. If I treated my customers like they have treated me, I would NOT have a job.

11:06 AM  
Blogger brokerst said...

"Best services offered" - HA, what a joke!! My refrigerator was not cheap. We thought we were buying a higher end appliance that would reflect the "you pay for what you get" theory. I was wrong!! We purchased a Samsung refrigerator 18 months ago, about a month ago it quit working so I called Sears to get it repaired. (this is where the good service comes in)They could not make it to my house for a week. The first guy shows up and figures out that it is something with the closed system(the pump/cooling system) and he is not qualified to work on it, so he had to make another appointment to the qualified repairman on site. One week after the first appointment, the second guy showed up and got it working. This process took right 2 weeks, 2 weeks without a fridge is not easy.
2 weeks after the fridge was "fixed" it is doing the same thing. I called Sears, 'A trusted name in home appliances', again to learn that the earliest that they can get to me is in 5 days. I asked if they could get the right guy here the first time, they told me they would try...
In addition to this problem I have also had trouble with the sales people. They must work on commission because they will tell you anything to sell a product. I have had them lie and misrepresent the extended warranty and misrepresent the factory warranty. I wish I would have recorded the conversations I have had with the sales people, I could win a law suit with it.
Besides misrepresentation of their warranties and services and the really, really poor service department, I think Sears is a great thing.
I will never from this point forward, buy anything at all from Sears or any store that is affiliated to them.

11:45 AM  
Blogger Screw Corporate Amerika said...

I had a credit limit of $2,400 in Feb. I have purchased $1,800 of goods and paid them off prior to this. They lower my credit after this to $250. When I called to have it raised to the origianl $2,400 they said they would only raise it 10% to 15% of the $250. I told them to sick their card up their ass. Account closed. Sears loses my business and any one else I can convince to not shop there.

Sears Sucks as does corporate Amerika!

12:52 PM  
Blogger 82Airborne said...

just bought a television online from sears so i thought...2 in stock it says only to get to the store wasting my gas and a friends to find out they dont have it after all.get home call customer service first guy says well we can knock off 5% which will cover delivery cost almost, ok fine i say,how long one week he says,cool.we get disoneccted i call back get someone else and long story short within 5 minutes the item isnt available for delivery WTF i hate sears with a passion.this isnt the first time when living in michigan i get a sale flyer with some good prices on tellies so i drive to the store same day mind you and what do i hear oh we dont have that in stock...ok how bought this one?no dont have that one as well same with like half their inventory but more than willing to try and sell a piece of crap display model...never ever ever will i shop at this crap store again....oh yeah their lawn mowers suck as well

5:01 PM  
Blogger RJ in PA said...

I have a Kenmore Washing Machine. It stopped spinning / agitating. I scheduled an appointment online to have it serviced. The soonest they could schedule me was a week later. "Okay," I thought, so I took it. Despite the fact that I would have to be at work when the service tech comes, I scheduled the appointment and made arrangements with my mother-in-law to come and sit at my house to wait for the technician to come. The day before the service they called to confirm my appointment, everything was still good. 9:30, the morning of my appointment I got a call, while I was in a meeting at work so I had to leave it go to voice mail. An hour later, my jaw hit the floor when I listened to the message saying they want me to call SEARS back to re-schedule said appointment. It's Friday, the soonest they could re-schedule me was Wednesday the following week. Forget that I re-arranged some one else's day. What, am I supposed to believe there is only one service tech that works for the whole company? I happen to know another service tech (from Sears) was in the area just 12 miles away and serviced my brother-in-Law's washer this same day. Why did I get screwed? Why don't they just add the work orders onto some other tech's itinerary? Why do I have to go back to square one, like I am just calling this broken Piece of equipment in for the first time today? POOR, POOR, business practices lead me to never want to give SEARS another red cent.

9:30 AM  
Blogger SimpsonSears said...

What Jay really said...I work for Sear's and we cheat, steal, and sell junk to honest hard working people. Extended Agreements are for companies that don't believe in there products. Now role over and say good morning to your mom!

7:28 AM  
Blogger RD said...

I bought a mini trampoline before cyber monday. Yeah, I know... It was cheaper by $20 the next day. I contacted a chat rep. They said, don't cancel, like I could, it was already in processing, and I would get the price matching. I had it deliverered to a store for pick up, so no charge, but then got an email, I had to contact store, in processing means no price adjustment. Contact the store when alerted for pickup. Get BS and they have to put in for adjustment, and no, I can't just cancel. 15% restock fee! Got email today that I already got coupon for that ammount, free shipping to store, same as I would have gotten anyway with the $20 cheaper price! So they do NOT price match, they lie, cheat, steal. Don't buy from them. I learned my lesson!

5:13 PM  
Blogger Unknown said...

when you advertise a product don't you think you should have it in stock?

12:44 PM  
Blogger Airexpress appliancerepair said...

There are many other certified technicians who can repair the appliance products although it was not good experience and not treated well by the Sears.appliance repair washington dc

4:15 AM  
Blogger Susan Varden Zutautas said...

When I bought my Kenmore front loader they never told me that I had to use only laundry soap for front loaders. Needless to say the washer was garbage after 4 years. I just wrote an article about sears and if you'd like to see it you can view it here:
http://just-ask-susan.hubpages.com/hub/Customer-Service-At-Sears-Canada

10:02 AM  
Blogger Susan Varden Zutautas said...

When I bought my Kenmore front loader they never told me that I had to use only laundry soap for front loaders. Needless to say the washer was garbage after 4 years. I just wrote an article about sears and if you'd like to see it you can view it here:
http://just-ask-susan.hubpages.com/hub/Customer-Service-At-Sears-Canada

10:03 AM  
Blogger Susan Varden Zutautas said...

When I bought my Kenmore front loader they never told me that I had to use only laundry soap for front loaders. Needless to say the washer was garbage after 4 years. I just wrote an article about sears and if you'd like to see it you can view it here:
http://just-ask-susan.hubpages.com/hub/Customer-Service-At-Sears-Canada

10:03 AM  
Blogger browneye said...

Stainless steel grill lasted 2 years before rusting to nothing. Ordered replacement parts, they sent the wrong ones. No refund on parts, they refused. NEVER GOING THERE AGAIN! They will be going out of business soon HAHA!

1:58 AM  
Blogger Manzi said...

Sears is the worse company every... please read before you go to sears and buy anything... I have ordered a bed three time and waited for it on two different days. well guess what no bed today... I have 15 emails and have had 12 calls and they have no response besides well if you don't want it then cancel it... it started when I ordered a king size bed and frame SET. I capitalize set because that’s important. They call the day before the first delivery and tell me that my order is missing a foundation. I explain that it said set and to pick a foundation, customer service says you needed to buy two it says it right on the page. Her name was Linda something 7440 customer number. she goes to the page and orders one to see if it says you need two of them, of course it doesn’t and she apologizes. She offers nothing but tells me I need it or I can cancel the order. So I buy one, then she says well your order will not come on the selected delivery day I need to chose a different day. I tell her I have already taken the day off and she says well I can give you free delivery on the second order. I’m like really you just said sorry that sears messed up and that’s a bonus for me that I don’t have to pay to have it shipped…. Really WTF. So I complain and I get both shipping charges paid. I’m ok now and waiting for my bed. Today the second day I take off at 10:15, 25 minutes before the two hour window closes they call and tell me it’s not coming because its messing a foundation. That’s why it didn’t come the day before. So I call the corporate office at Sears Headquarters and Corporate offices are located in the USA. Sears moved from the iconic Sears Tower in Chicago to Hoffman Estates, Illinois in 1992. The Address is Below:

Sears Corporate Office Headquarters in the USA:
Address: 3333 Beverly Road
Hoffman Estates, Illinois 60179 USA
Corporate Phone Number: 1-847-286-2500
Corporate Fax Number: 1-847-286-8351
Corporate Email: info@sears.com
Corporate Stock Symbol: SHLD

I told the person my story and this is what I got. We can’t do anything for you. We at sears are sorry you took two days off and now have no bed to sleep on we can offer you a 25.00 store credit. Really this is your help I want my bed. I told them to shove it up there asses I will never buy anything from sears again I hope you go out of business like every other corporate scum in the US.

Don’t buy from sears costco is way better to deal with…. They have a no question return policy and the best customer service ever…..

11:25 AM  
Blogger blind money parker said...

I purchased a top load Kenmore washing machine, with a repair agreement that is still in effect, in 2009, it's now 2012. The machine will not enter the spin cycle. We've had repair techs out on 3 separate occasions. Each time it's the same issue. The belt and pulley drive are chewed up and broken. It's obvious there is a design defect with the machine. Sears refuses to replace this lemon. Telling me the SAME problem must occur FIVE times within a calendar year before they will consider the product unfixable. Well I'm up to three! Ridiculous. No department or supervisor that I spoke with were remotely helpful. One went so far as to say "how did she know that I was being truthful". This despite being able to look up my account and seeing the repair reports. DO NOT shop at Sears for any major appliance. If you have a problem you will be stuck with it.

9:21 AM  
Blogger SW said...

Well Audrey B.....first I have to say thank you. I just got off the phone with Sears Home Services and was shaking because I was so angry. Your post made both laugh and cry but I feel much better. I still think Sears sucks though. A repairman came to fix my dishwasher, spent 15 minutes in total in my house (no parts were needed, it was a piece of glass in the pump) and charged me $198!!! My lawyer could have fixed it for less. Not counting the cost of the service call, which I know is a given, the hourly rate of the repair worked out to $320!!! Apparently they have fixed "codes" for various repairs and if they do it in 1/100 of the time it should take, you are still charged the full pop! This may sound harsh, but I feel financially raped (sort of like I feel when I leave my lawyers office:)

I am from Canada and can tell you that the service and the products are just as crappy up here! I am ashamed to admit that I have shopped at Sears in the past but can say without a shadow of a doubt that I will never step foot in a Sears store again nor will I use Sears Home Services or anything else related to or owned by Sears ever again. I had a credit card which I just cancelled. My fellow Canadians wonder how companies like WalMart and Target can come to Canada and have so much success....gee I wonder if its because they know how to give good customer service. That's where my business is going from now on - screw patriotism.

Sheri W
Ontario, Canada

10:39 AM  
Blogger never again said...

Like you, we purchased a washer, dryer and dishwasher (all kenmore). I'll NEVER purchase a Kenmore again.

All three have failed at least once in the 3 years we have had them.

The service tech (from Sears) even told us the best option would be to unload this crap on someone else once it was fixed as it was doomed to fail again.

Our Dishwasher has cost us $4000 dollars in flooring that was destroyed twice.

Looking back, I should have realized that if a service plan was 50% of the cost of the thing then Sears is also expecting it to fail as well.

Sears was once a name I trusted. I might as well get this crap from Walmart. At least when it fails I know I was expecting it.

Jay, your response on behalf of Sears is EXACTLY what I would expect. "Oh, it ok to expect a customer to take delivery of a broken product". Pathetic.

4:23 PM  
Blogger never again said...

This comment has been removed by the author.

4:25 PM  
Blogger dipstick said...

I cant stand Sears after this weekend. I purchased a $1900 refrigerator because mine broke and was told it would be delivered the next day. The next day came and I got a call that it was damaged and would have to wait five more days. After a bit of complaining I was told that I would have one the next day. The next day came and 5 min before my delivery I got a call from the delivery guy and was told the new one was damaged as well and would have to wait to see when they could get one in. I drove to the store with my family to get something and was told that they had nothing in stock that was white. The manager offered nothing to remedy the situation and wouldn't even listen to me, even though I was calm as can be, though I had the right to be outraged. They gave me a refund and said sorry. Last penny they ever see from me.

12:59 AM  
Blogger dipstick said...

I cant stand Sears after this weekend. I purchased a $1900 refrigerator because mine broke and was told it would be delivered the next day. The next day came and I got a call that it was damaged and would have to wait five more days. After a bit of complaining I was told that I would have one the next day. The next day came and 5 min before my delivery I got a call from the delivery guy and was told the new one was damaged as well and would have to wait to see when they could get one in. I drove to the store with my family to get something and was told that they had nothing in stock that was white. The manager offered nothing to remedy the situation and wouldn't even listen to me, even though I was calm as can be, though I had the right to be outraged. They gave me a refund and said sorry. Last penny they ever see from me.

1:01 AM  
Blogger MPK said...

7/11/12

Not enough time for me to give all the details (since I was on hold for over an hour my day is getting pretty tight) but safe to say Sears Still Sucks. I had a service guy give me a phone number to call because "they're supposed to call you, but if they don't you should call them". Nice. The field service guys know that nobody cares enough to actually deliver the voucher that I just bought. Nevermind that if if Sears had it's act together the same voucher would have been waiting for me on my email before the service tech left my house. 10 days of trying to fix, then buy, a washing machine and it still can't be done. The good news is you can SHORT THEIR STOCK and get some of your money back!!! THEY WILL cease to exist soon enough.

1:50 PM  
Blogger theunionman said...

Damn y'all need to find more productive things to do than bitch on a blog bout an american made company at least some little kids in china aint making the products like walmart does

2:11 AM  
Blogger Jimmy Morris Ghost Chatter Radio said...

Here is a timeline for all of you who think its ok for a company to take thousands of dollars from you, deliver you a machine that does not work from plug in and then not make it right.
Tuesday July 24 - Purchased a new Kenmore side by side fridge
Friday July 26 - Fridge was dropped off, plugged in and delivery people left
Friday July 26 at 5pm. Fridge plugged in 5 ours, still hot inside with no cool air blowing
Call the store, they transfered me to delivery. Delivery said if it wasn't working it was repair and warrantys dept. Warranty and repair said it was a new product and was installation and deliveries issue. Told them I already talked to them and they said I had to talk to you. They said call the store. Called the store again and was connected to installation and delivery AGAIN. Asked for a manager, got some chick from cambodia that couldn't even speak english that transfered me back to installation and delivery. Saturday - The above process repeated twice. Sunday - The above process repeated once. Monday - Have been through the same process twice and now am in the process of loading this thing up myself and taking to the Sears store to get a refund. Sears has the worst and i mean WORST service I have ever seen. Its no wonder no one uses them anymore. Its my last Sears purchase I can assure you of that.

1:04 PM  
Blogger Jimmy Morris Ghost Chatter Radio said...

And sorry for the typos above, I was pretty hot when I wrote it.

1:06 PM  
Blogger Larry said...



sears home services salesmen misleads u in their roof sales presentation. contract is done on a cd for your computer.mine malfuctioned making it unable for u to read your contract. also making it to late to cancel in 3 days notice. now u are in a binding contract. sears did not mention fine print in their contract or fine print of manufactures material being used.mfg.only guarantees u a good roof shingle. if installed not to mfg.specs. like mine an most likely all roofs. mfg.voids their product warranty .salesmen does not tell u that.

my roof was installed by their sub contractor an failed county code inspection 3 times.sears management ignored me on installation issues after multiple phone calls.managed to contact a state senator about my problem. only after that did sears respond. they had to remove a brand new shingled roof do to improper installation . i documented the complete installation of the roof .also did the same the second time.pictures of shingle nailing.sheathing drip edge ridge vents also video. pictures dont lie.new contractor for second reshingle tried to scam me on plywood that was to be repaired caught him with pics. roof is installed just as bad as first time.if not worse.passed code inspection.they are unable to see how shingles are nailed after the sun beats on them. code does not care about shoddy workmenship code is immune from prosecution. .both contractors did damage to my ceilings.both say it was not their men. contractor says men were not in attic they were in there to remove nails that miss trusses.i have video of them coming out of attic. in my opinion how can u trust a company that hires contractors that lies an are unable to install a roof to code an mfg.spec. SEARS u are the most shameful misleading co. Florida residents if u have to have a roof done avoid the SEARS

10:29 AM  

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