Sears

Reviews 5

DA

David Heim

Bought a Kenmore Elite french door with bottom freezer 5 years ago. A year ago, the water in the door started to lose flow. I did research, replaced the filter, thawed the chilling chamber in the back of the fridge and finally concluded that the problem was a valve in the back of the fridge. This part is around $80, but I did not order it because I was not completely sure. I called Sears Appliance Repair and scheduled an appointment. I was happy that I recieved text messages narrowing the window of the appointment. However, the repairman called when he got to my house and told me that someone with a credit card must be there. My adult daughter was there, but I did not want her paying for the call. The repairman was there for 30 minutes max. A charge of $110 for coming to the house was supposed to be credited to the labor charge if I chose for the repair to me performed. I chose to let the repairman install the valve (I was correct). The part was around $80 but I was then shocked at the total bill of $295.60! $215.00 for 1/2 hour labor and taxes? What a ripoff. Pain was added when I used a Visa bank card to pay. The repairman swiped it and it was rejected. The repairman then noticed the chip on the card. He said that I probably had fraud protection on the card. It was rejected because all Sears Appliance Repairs are centrally charged in Michigan. So my card was now locked. I gave him a Sears Mastercard and he assured me it would work because Sears does not protect against fraud. The repairman then told be that the fridge was a piece of crap that would only last another two years. He said that Sears had paid only $400 for the fridge from LG and that it was made in S Korea or China. I have purchased Sears products for most of my life because of their reputation and because of the ability to get parts and service. No more.

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Kyla Ford

I bought a portable dishwasher off of Craigslist and it did not appear to work. I bought a coupler online and it still didnt work so I asked someone to come out for diagnostics. When he arrived, he said that it was the entire hose that needed repaired and when I disagreed and showed him why he changed it to the coupler needing replaced. I told him I purchased the coupler less than a day ago and it was brand new. He then looked at the instructions and told me that I had simply put the coupler on upside down. I already felt silly enough for spending $60 (the cost of diagnostics) just for installing something upside down. He finished by telling me that I shouldnt use an extension cord because it was bad for the machine. Afterward, he charged me $109 and when I asked him why he said "you have to pay me to get here". I disagreed and said that the diagnostic fee covers the service van coming out to your home and diagnosing the problem. He then said that the cost "breaks down into several different areas". After I paid and he printed the receipt, I saw that there was a $50 charge labeled "unstable electrical" meaning he charged me because he told me not to use an extension cord. I immediately called customer service and they told me they would review my case. After weeks of calling back, I never received a call back nor a straight answer regarding the charges and finally called one last time only to be told that "customer service had reviewed my case and found no false charges". I am a young college student that the sears worker very clearly tried to take advantage of and I would NOT recommend this service for ANYONE led alone someone like myself. I now have no other recourse to get my money back other than to take them to small claims court which would cost ME money and TIME I dont have. Not a happy customer in the slightest.

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Jeff Brenner

The technicians that were dispatched to repair my hot water heater were courteous and knowledgeable. The main disappointment I have is with Sears customer service group. When I called Sears customer service I explained in detail the issue I was having and per the owners manual of on my Kenmore hot water heater the service code clearly stated I had a bad gas valve and it needed to be replaced. The earliest Sears customer service could dispatch a tech was one full week, which is bad enough to go without hot water, but what really upset me the most is they did not send the part out with tech or at least ship replacement part out prior to tech coming. So the first tech came out confirmed the service code and said gas valve needed to be replaced (as we already knew during initial call to customer service). I then had to wait another two days for another tech to show up and install the part that was finally shipped out to me. Sorry to say but your front line customer service is worthless and is costing Sears serious amounts of money and customer frustration. Wouldnt it be more cost effective to have technician come out one time and complete service vs making multiple trips. As a FYI the replacement part that was shipped to me ended up being bad as well, but thankfully the second Sears repair person did bring a spare and was able to get hot water heater working again.....I think Sears repair techs are great but your front line customer service is lacking at best.

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Jennifer Murwanashyaka

i ordered a pretty pricey washer and dryer from them 2 weeks ago that was supposed to get delivered a week and a half ago. when they showed up they had the WRONG dryer but correct washer so they rescheduled a delivery for a few days after that then when they didnt show up when THEY scheduled the time i called and ask whats up. they stated they will give me $50 for the inconvenience and guess what I STILL dont have my products that are already paid for. i went in and demanded a refund on Saturday and stated i will be taking my money elsewhere and he said someone will call you Monday about that since its still in "delivery mode" i cant process it here in the store and also we will not be giving you the $50 for the inconvenience any longer because you are taking your money elsewhere you are no longer our customer." no one called me yesterday so when i called monday they said "someone will call you today about that" didnt even get a phone call. today (thursday) delivery just showed up at my door at 8am without notice and luckily i was home because they probably would have tried pull some more BS if i hadnt been. Even though i had to skip classes for them to do that. i went in to the store today and they informed me they STILL cannot give my refund back to me. they will MAIL me a check in 10-14 days. even though i paid in cash and in store i have to wait to get another washer and dryer until they see it as the perfect time for me to get MY money.

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MA

Matt Malmberg

Service in the store was great...Until the delivery was supposed to come in. We ordered a Washer and a Drier to be delivered a few days after we moved into our new house. Suffice to say we were counting on getting these items so we could do our laundry after the rigors of moving. The delivery person came on time but only delivered the drier. After playing phone tag with Sears for a while I finally spoke with someone who could check my order. Here is what I was told: Store rep: "I am sorry, the drier on your order has been back ordered till September." So many things wrong with that sentence....first of all it was the drier we actually received. Secondly, we purchased these items on June, 1st. As it turns out they had gotten their inventory all screwed up, Sears had our washer and drier in stock but mistakenly thought the drier was back ordered and then somehow only sent us the drier. How many mistakes at how many levels need to occur to have this happen??? At least now they are setting up the delivery for the washer early next week. We will see what actually happens...I am expecting Ill get a refrigerator instead with the order form calling it a hot tub.....

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