I was so frustrated with the calls I made to Sears (over 45 minutes each day for two days) with no resolution and employees that were "Not allowed to transfer me to a manager (they don't take incoming calls...imagine that). Called corporate offices and got a bit of resolution, however I was told that one open repair ticket must be closed before another one can be opened. What a crock, and my refrigerator is covered by and extended warranty! We have been Sears customers since the late '60's . With the stores closings and them filing for bankruptcy, never, ever again.
Dear Mr. Lambert,
On October 10, 2018 my husband purchased a 7.0 cf Kenmore Freezer from Sears the order was placed online. This freezer was to be delivered to the Eastgate Sears store on October 17th. On October 16th we received a phone call that the truck making the delivery had broken down and they were not sure where this truck was going to end up but that we would receive a phone call when it was delivered. Just letting us know that the freezer would not be at the Eastgate Sears store on October 17th as expected. On October 24th, since we still had not heard anything from Sears about the delivery my husband sent and email to customer service referencing out sales# (hidden)683 to find out where this freezer was, mind you Sears received payment in full on October 10th. No reply was received so finally on Tuesday, October 30th I started making calls to Sears to find out where my freezer was at this time. The first call they told me to call customer service and gave me an 1-800 number, that number the person told me to call the Eastgate Sears Store. I called the store to go through a long automated voice message and was then hung up on, Second time I called and listened to the long automated voice message I got a human being named Rob and he told me the freezer was in fact at the Eastgate store. Don't know how long the freezer was at the Eastgate store as no one called us to let us know. We finally pick it up on Wednesday, October 31st. So I feel I should be compensated for this order, I placed the order, I looked into the delivery problem and I picked it up just what did Sears do?? Not very happy with this whole process and your customer service leaves a lot to be desired. I have in the past ordered many items from Sears and not had these problems but now I don't know if I will order in the future. Maybe you need to train your employees to be more knowledgeable and pleasant. Hopefully someone will read this email and will learn from this so it won't happen to anyone else.
PS: I am following up with a phone call to the Executive Customer Service
I have been hung up by about 10 employees trying to get my Warranty issued. We are 60 year customers and they refused to repair install a dishwasher pump saying they couldn't get another part in 1 yr old dishwasher although I called and it was available. Then after 3 weeks said we can get dishwasher at store but closest store over 120 miles away as so many closed refused to deliver so then after much arguing they agreed to send money instead but 5 weeks nothing received. Now they say not processing checks we have to wait indefinite period so have stolen our money in other words. We have called corporate 10 times with no response and want them arrested for selling fraudulent warranties and not sending our money and theft and larceny. We also contacted our State Attorney General office who is contracting them
Bought an EXPENSIVE washer and dryer last Friday. Paid extra to have them delivered late in the day. Monday when I received my automated call indicating my two hour window delivery time, it was in the middle of the day. Called "customer service". Could not understand anything she said. Rescheduled for today (Thursday) and when I received call last night, it again stated my window of delivery time was in the middle of the day. Again called customer service and spoke w/ 3 different people, each of whom I could barely understand; couldn't really give a care and were of absolutely no help. Finally got my appliances today and guess what? They did not bring the steamer kit I paid for that works with the dryer and when you open the door on the dryer, it falls off! You can't tell me that they did not know this before they loaded it on the truck. Now have to wait another four days before they can come back out. Uh, and they wonder why they are going out of business? Because you cannot treat customers this way. This was my first and last experience with Sears. NEVER AGAIN!!! Run to another store for your purchases. This has been nothing but a cluster from the get go.
They are committed larceny taking money for contracts they cannot fulfill with so many Sears stores closed they have to replace appliances after 3 weeks if not fixed and if you are far away they will not deliver and they won't give you give you cash instead . They told us we're mail check for appliance instead now say they cannot process checks at this time but eventually will so we have to wait after saying the check was mailed 5 weeks ago. This is grand larceny and theft and Sears Corporate leaders should face larceny charges and jail time for allowing this. I have called them 10 times in 2 months with no response. I have referred to our State Attorney General to help I suggest everyone else do the same or call the police maybe to report theft
Would like the entire USA to know how awful Sears Service is.My story is a very stressful one.Bought an Elite Kenmore side by side fridge from Sears that is 2 yrs. old.The fridge broke.Technician came first appointment was late..Got a new compressor still did not work.Appointments upon appointments which each time was cancelled til 3 days later each time always late.Compressor took 10 days to arrive.Was out of a fridge for 6 weeks still fridge is not fixed,Got frustrated so I could not be bothered any more so I went ahead and bought a new fridge for $1600.00.Which now is added to an extra expense for me.So in other words fridge was never fixed,I told them that in the first place I got a LEMON.Nobody cared. I claim for food spoilage and was denied.Wrote Corporate a letter ,Then yesterday 9/4/18 I received a check for $118.00 this is an insult.Its not about the money its the type of service I received,I will be returning the check this does not cover the $1600 that I am in debt for now which if my fridge was fixed would not cost me this extra money.I am living at my house for over 40 yrs. and have always purchased my appliances from Sears, This is the end I will cancel my Sears Card and this is the end of Sears,Will no longer have anything to do with this Company the stress they put me through.
We have had very similar experience shameful behavior and hanging up rude because behavior even at corporate number unbelievable and they expect to stay open how ?
Do not give them any money back
I'm glad you didn't get sick at least you can write to your State Attorney General to file complaint
Call Attorney General
I had a new roof installed recently. I told the Orlando office I was not happy with the contractor and they were not doing quality work. Here it is only a few months later and my new roof is leaking. I have talked to 5 different people at Sears Home Improvement and have gotten the run around. I am fed up and have talked to one of the best attorneys in Florida and have also talked to local news who has been featuring stories on roofing contractors who are ripping off customers. If my roof isn't repaired, they are doing a feature story on my problem. Will NOT purchase another thing from Sears. They are a disgrace to the past creators of Sears and hope they eventually go bankrupt.
Omg home improvement I cannot imagine I am just trying to recoup on dishwasher repair illegally sold warranty for 2 months I. Can't imagine a roof holy crap they lie like thieves and don't care
Call your State Attorney General office this is fraud
I AM WRITING IN CAPS DUE TO I AM SUPER PISSED WITH SEARS SERVICE. I PAID FOR A WARRANTY FOR MY WASHER & DRYER. I BOUGHT THIS THING APPROX 5 YEARS AGO ON DAY 2 THE WASHER BROUGHT DOWN. THEN 3 WEEKS LATER THE DRYER WOULDN'T TURN. WE HAVE BEEN HAVING PROBLEMS WITH THE LG MACHINES SINCE THEN. SEARS ASSURED ME THAT ONCE THEY REPAIRED IT WOULD BE BETTER THAN EVER. THEY DIDN'T WANT TO EXCHANGE EVEN THOUGH IT WAS UNDER WARRANTY. TO MAKE A LONG STORY SHORT THE WASHER DOOR FOR THE 5TH TIME IS LINKING. CALLED A SO CALLED SERVICE TECH CAME OUT SAID AND ORDER A RUBBER FOR THE DOOR THE PART CAME IN ANOTHER SERVICE TECH CAME AND SAID THE RUBBER ISN'T THE ISSUE ITS THE DOOR HINGES. WE ARE REALLY PISSED BECAUSE THE WASHER HAS BEEN DOWN OVER 3 WEEKS. NEVER THE LESS WE HAD AN APPT FROM 8 TO 10 WINDOW AFTER NOON TECH NO SHOW CALLED PERSON FROM ANOTHER COUNTRY WHO CLEARLY DON'T KNOW WHAT THEY WERE TALKING ABOUT NOR DID I UNDERSTAND A DARN THING THEY SAID..****BOOO SEARS BRING THE JOBS BACK TO THE US****I WAS TOLD THE TECH WAS AT THE SAME JOB #6 I'M THE NEXT JOB #7 AND THE TECH SHOULD BE AT MY HOME BETWEEN 1 AND 3, 3:30 I CALLED WAS TOLD THE SAME THING THE TECH IS AT JOB #6 AND I AM NEXT. I SAID THE TECH HAS BEEN AT THAT JOB FOR 5 HOURS..5:30 I CALLED WAS TOLD THE SAME THING FOR THE THIRD TIME. AT THIS POINT I WENT OFF THE SO CALLED OUT OF THE COUNTRY SUPERVISOR CLAIMED HE CALLED THE TECH AND GOT NO ANSWER I SAID GIVE ME THE TECH NUMBER I CALL AT 6:00 TOLD THE TECH I WAS GOING TO CALL TO COMPLAIN HE WAS A NO SHOW THEN .30 MINS LATER THAT IS WHEN THE TECH ARRIVED. STILL DIDN'T GET THE WASHER FIXED DUE TO THE WRONG PART. SEARS USE TO BE A GREAT COMPANY I SEE WHY THEY ARE GOING UNDER. THE SERVICE USE TO BE TOP NOTCH NOW THE SERVICE STINKS. JUST WANT TO SHARE MY BAD EXPEREINCE WITH EVERYONE I SEE WE HAVE ARE HAVING ISSUES WITH SEARS.
After 3 weeks you are entitled to a replacement and if no store cash but we have been unable to get cash as promised instead say not processing checks at this time although originally told us check was mailed 5 weeks ago. They are committing fraud and theft selling warranties they can not fulfill with all the closed stores they cannot deliver appliances and not giving cash instead. They should go to jail
I have a sears home warranty on all my appliances. Plan # 96585247. I pay about $50.00 a month and have now for over 2 years. My Kenmore refrigerator started cycling through the settings and changing the tempatures randomly through out the day and night. Every time it changes it makes a dinging noise. I called and a service tech came out on 9/21/18 he saw the problem and ordered a control board. The part came in and the same service tech came out on 10/02/18, he replaced the control board and left. He gave me his cell # to call if it still has an issue. I called him at his cell # that same day since the fridge was having the same issue of cycling through the settings. He didn't pick up or return the call. I called the Sears Home warranty department and they sent another technician out. He thought maybe it was a pinched wire. He said he straightened all the wires and since the fridge didn't actually cycle through while he was there he couldn't determine the problem. I have recorded the fridge cycling through and another tech came out today 12/12/18. I showed him the video he saw that the fridge is reading colder temps then what it should and he said he couldn't do anything because this was not under the home warranty call but a collect service call. I called the Home Warranty number and they said they adjusted to a warranty call and wanted the tech to handle under the warranty and he left said another tech would come out today or tomorrow. This is unacceptable that we have been dealing with this since 9/21/18! At this point they need to completely replace this refrigerator and refund my money! I will never use Sears Home Warranty again and I will shout from the roof tops that they do not treat customers well and they do not employ professional technicians nor have good customer service! - Candice Lehman, (hidden), (hidden)
You are entitled to a new appliance from Delivered from Sears after 21 days of it not being fixed. We live in ME and there are no Sears stores for over 120 miles anymore they all closed so they said they were sending a ck for a dishwasher November 6 well we never got it and now say Sears isn't processing checks now but we will eventually get our money well that doesn't do any good as is theft and fraud if no stores and not sending money and no date as to when and in bankruptcy. So we contacted our State Attorney General office who agreed with us and is arbitrating to get the money for us or at least our contract and service call money back at minimum
James H. Kerr 5432 Chatterbird Place Columbia Maryland 21045 Mr. Mitch Bowling Chief Executive Officer. Sears Home Services November 19, 2018 Re: Order Number 888434866 -; Oven (My email address: 5432 (hidden)). Dear Mr. Bowling. I paid money for the product, component parts, installation and removal of an existing oven. Following instructions regarding delivery, staff at sears indicated no delivery will take place until November 26, 2018 instead of the agreed upon date of November 20, 2018. The above referenced order was confirmed to be delivered on November 20, 2018 and not on November 26, 2018. Sears took my money and refused to deliver any product, or any substitute, as agreed between us and that is wrong, unfair, and is a bait and switch activity. I countered that Sears could be accommodating and deliver some type of product on the agreed upon date. They refused. Again, following instructions, about delivery, we were told that the item could not be delivered. I subsequently requested that Sears provide a substitute item and deliver same on the agreed upon date (e.g., November 20, 2018). Sears professionals I spoke to on the phone, in one case a Ms. Kathy, said she would have something (e.g., a replacement oven) delivered on November 20, 2018. She also said the conversation would be recorded for quality and other assurances. I asked If I could record this discussion and she said she could not talk to me if I recorded the conversation as she was doing. She said she would arrange for an oven to be delivered on November 20, 2018 as stated in the agreement. She also agreed to send me an email stating that there would be an action to deliver a product and service as agreed upon in the referenced order. She did not send me an email, message, text or any thing. I feel like I was treated like a piece of trash. So what happened? The Sears organization took funds in the amount of $737.15. Subsequently Sears said too bad we are not going to deliver you anything on November 20, 2018. In effect, we have your money and we are not going to deliver anything to you or to the address as promised in the referenced order. We are not going to accommodate you as stated in the agreement. Sears said to me "we are not going to make an effort to get you an oven on the agreed upon date, even though we recognized that Sears took your money". On November 19th at approximately 12:00 PM EST through 1:53 PM EST, I spoke with another Customer Service Representative (Name not given) and asked for a solution, e.g., provide a substitute oven, e.g., some type of oven, a comparable oven (or anything at all) and have same delivered on November 2oth, 2018, associated with Order #888434866, to the address as stated in the agreed upon document. I see this is a bait and switch operation. Your firm took my money used it, e.g., made money off of my money because you used my money to pay your staff, buy insurance, pay light bills, pay corporate officers, pay middle managers, placed my money in an interest bearing account and made money off of the practice of keeping my money and not delivering the product and service. If the product and/or and service was not feasible to execute, the confirmation to deliver should not have been sent to me. Your team failed miserably to support the customer. Here's how I feel about SEARS. What you did was fraudulent, irresponsible and criminal. I am going to do everything in my power to expose Sears, its corporate leadership, and board of directors about this careless and heartless behavior. Your Corporate headquarters communications resources are equally as rude, heartless, and incompetent. I called on November 19 at about 1:40 EST. A person who represented himself as an Operator said I could not speak to Mr. Mitch Bowling regarding this matter. I explained, in summary, what the situation was. At which time he said Sears Executive do not talk to customers. He next said I am hanging up and he said good day sir and hung up on me. I have been a Sears customer for more than 40 years and find this whole experience reprehensible and disgusting. Should I ask what any professional at Sears intends to do in response to this matter. I know it matters not to your team that I will discontinue my planned "Sears" Home repair Service. I plan to make this communication a vital part of my communications to anyone who asks about "SEARS" Regretfully submitted, James H. Kerr, Sr.
You need to tell your bank this is an unauthorized charge
If you are not getting a delivery as scheduled and another resolution you need to call your right away and report this as unauthorized right away
No this is your money you need to call your bank right away and tell them Sears isn't doing what they agreed to or offering a resolution and thus it's now an unauthorized charge
The biggest joke ever. I have a so called PROTECTION AGREEMENT which is WORTHLESS. I've called and called and called to get my Fridge repaired were on two months now and NO ONE NOTHING NADDA. Cant reach anyone but foreigners that repeat hello? ever other word and just want to talk and keep you on the call as long as possible. IM VERY ANGRY. This is much more than inconvenient its RIDICULOUS!
I think you can try your State Attorney General that's what we are doing they are selling illegal warranties that people are paying for that they cannot possibly honor without the stores to buy appliances and deliver them and they aren't sending money instead we have been waiting non for our supposedly mailed check right.
Sears customer service sucks. Thanks for giving all Sears jobs to the Phillipines. You should be out of business.
I agree Sears is finished they have destroyed the retail and don't honor the replacements on appliances they fraudulently sell warranties and then can't replace them if you don't have a Sears near you and won't sends you the money either we have been waiting for the check in the mail a month they say to keep waiting !