Sears

Reviews 5

LI

Lindsey Stone

We had a washing machine flood 17 gallons of water into our home only one hour after installation. I know it was 17 gallons because I soaked it all up with my carpet cleaner and repeated use of beach towels. After being given six different numbers by Sears representatives to call, I was told I needed to call the manager of the store where I purchased the machine. However, every time I asked for the manager I was disconnected or transferred to a voicemail. It doesnt do any good to leave a message, no one returns the call. I went into the store where an associate manager refused to replace our machine without us paying the difference in sale price and informed us that it couldnt even be returned until it was assessed by their repair service and damage claims department (because the 17 gallons also flooded two apartments below mine). We had a useless machine for five weeks while we waited for this issue to be resolved. It turns out the shipping pins had been removed before shipment and so the tub was off balance and one of the water hoses was attached with a zip tie. Quality installation, right? Due to the hassle and complete lack of customer service, we returned both the washer and dryer for a full refund. We went to Lowes on Market Street the week after the machines were removed and purchased a higher quality machine for less money. It was delivered the next day (instead of 11 days later as we experienced with Sears). The installation team ran test loads (Sears did not), and even called a few days later to make sure we were satisfied. Maybe Sears is alright, but customer service reps are not located in region or in country, no one seems to understand that flooding an apartment is a serious issue (having been asked why I want the machine replaced after already telling each person the same story), and this branch location has pitiful management service skills. There was no attempt to right the issue at all. If you want an appliance, at the very least save yourself the headache and go to a different store. I wouldnt even go to Sears.

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A

A Private User

I was blown away by the fact that a 4 YEAR OLD REVIEW was so accurate! I had the exact same experience in calling the store for delivery; every time I finally made it to some variation of a department that could help, it would connect the call and immediately hang up. No voicemail, no ringing, definitely not a person. Eventually I managed to irritate the system enough it spit me to a customer service rep. The rep then MIRACULOUSLY found my home address, phone #, and my and my wifes name attached to a delivery order. All this information apparently, magically, popped up in the 30 min I spent arguing with their automated system. This purchase was made almost a month ago, with the original delivery time frame to be 3 weeks ago; we had no contact whatsoever until a DELIVERY DRIVER tried to do us a favor by looking at oh, whats this? the seconday numbers on the order in case the primary doesnt work? What a novel idea! After dealing with the CS rep, I found out they had an incorrect home phone on file. No effort was made prior, nothing was done when their initial calls (I assume they tried to call, anyway) didnt go through. It took their DELIVERY DRIVER, out of the kindness of his own heart, on his own time (after finishing his shift early, in our area), and on his personal cell phone, to put 2 and 2 together and get our published, listed home phone number OFF OF THE DELIVERY ORDER!! The utter lack of support, respect and any modicum of effort on their part for a purchase over $1000 tells me there is absolutely no reason whatsoever to even think of giving them any future business

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DA

Dan Harris

Do not make the mistake of buying from SEARS any where! I have been a very loyal Craftsman tool customer for over ten years. I used to know everyone in this store. They used to provide customer service and were very upset over a broken tool BECAUSE THEY CONSIDERED THEMSELVES A PREMIER TOOL! Now, not so much. I purchased a 1/2" torque wrench in December along with several thousand dollars worth of tools for a newly hired mechanic. The torque wrench is broken right out of the box on the first use. Yes, it has been over 30 days...it has been 45 days. BUT THE SALEPERSON SAID THAT THEY COME WITH A LIFETIME WARRANTY! This is obviously not the case. They would not give me my money back....I wasted my time filling out this shop your way crap so that I would not have to hold on to receipts (AGAIN PER THE SALESPERSON!!). I spoke directly to the manager Kali and she could care less. Her attitude was, I do not care what the salesperson told you, do your own research. I could not EVER talk to one of my customers like she talked to me...I am beyond upset. This is over one tool, I know, but for someone to not care at all and to talk down to you when I am a customer that spends several thousand dollars EVERY YEAR!!! I do not think so...I will consider SNAP-ON, CORNWELL, or MATCO moving forward. At least they honor their warranty and do what they say they are going to do. Craftsman used to be good quality tools...now they are the Harbor Freight quality!!

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JE

Jerry Winsett

I wish there were a way to give NO stars and still post a review, because sears does not deserve even the one star I have to give to be able to post this. We had problems with our dishwasher in October, which was covered under a Sears Maintenance Agreement - We waited for almost a month for a tech to arrive. Because they were so backlogged. The service technician came to our house in November, looked at the dishwasher, and said we needed a part and he would return when it came in. WEEKS later, still no word, we called Sears - because we had a Service Agreement for this dishwasher - and they said that the tech ordered the part directly, not through them so they had no way to track it. When asked if they could intervene, we were told that they were sure hed contact us soon. Its now been OVER TWO MONTH since the tech arrived (remember, we waited a month for that) not one word from the tech or Sears since but we get calls weekly asking us if we want to reinstate our now expired Service Agreement. Uh NO. Because we have gotten NO service from our last one. We had similar issues with our refrigerator - and ending up loosing all of our food, TWICE because the firs time it was not repaired properly. We did not buy it from Sears. We will buy a new dishwasher. And not from Sears. No wonder Sears is going out of business....

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SH

Shamma Lammadingdong

Horrible customer service. Like a previous reviewer said, customer service stinks both in-store and via phone. Sears phone support is a bunch of foreigners who can neither speak nor understand English. When I tried to call and get warranty service, I was transferred around to 5 different people, each who knew less than the other, and spoke and understood progressively worse English. Store employees were no better. The woman I first spoke to had a major attitude and cut me off when I was politely trying to explain the situation saying with a scowl on her face, "So you wunna talk to a manager?" The manager took 20 minutes to appear and was clueless. She had no idea how they would even process an exchange and was unwilling and, according to her, incapable of issuing a refund. Apparently Sears has neutered all of their managers and they have no authority whatsoever. Theyre worthless. Sears cant go out of business soon enough, and Ill never shop here or buy another Kenmore product again.

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