We have a Sears refrigerator that was purchased in 2003. The freezer went out on a Friday 2 weeks ago and the refrigerator a day or 2 later.I called the infamous Sears repair service only to be told it would be 3/11 before they could schedule an appointment. Here I sat waiting for the service man to call. I needed to bo somewhere so I called at 8:30 to confirm the appointment and spoke with a female with a foriegn accent. She confirmed the appointment and stated that he should be at my home between 9 and 11AM. Well, that time went by no show no call. I cancelled my plans for the afternoon to wait again. By 4:20 no one had called or shown up. I then called the 1-800 number and was told that the repair man had tried to call but didn't get an answer and was not able to leave a message. I told the person on the line that was a lie. I had been home all day and the only phone calls I had received were from my mother and daughter. I was told that they would file a complaint and transferred me to another person with a "Thanks for using Sears and have a great day." I had to repeat the whole story again to be told "I'm sorry and a complaint will be filed." Again, I was transferred to another man, repeated the story again. He also told me that they would file a report and the next appoint time would be 3/25!!! Then he added insult to injury by offering me a $30 Sears gift card. I insisted he get me an appointment sooner because it was not my fault what the service man did. He said that the 3/18th was booked up and again asked me if I wanted the gift card. I told him I didn't know what I would do with it because I couldn't buy groceries or gas with it. I also told him I would call on a daily basis to complain and request an earlier appointment. They say that they only do service in my area on Fridays. What a joke. I'll NEVER buy another Sears appliance.
Nov 05, 2010 Rating
Wow by: Anonymous
Wow that is somthing. I run a service company we service Air Conditioning and we would never do that my guys will always make sure that the used parts are taken out and place is cleaner then they came to. We take Pride in our work and COmpany. Maybe thats why I fix my own thins around the house.
Sep 22, 2010 Rating
This is customer service? by: Anonymous
called to have repair service fix our new garbage disposal . I explained exactly what happened and was told the repair was covered under the warrenty. We made an appointment and I took the day off. They were to arrive between 8am and noon. At 11 am the tech called and said "you know this isnt covered under the warrenty - it will be a $75 service call plus parts and labor. I explained that I was told it was covered. Again he said no and then said " I dont know why they do that", leading me to believe that it was done on purpose assuming that I would let the guy come anyway and pay for it. Another customer says good-bye to Sears
Aug 24, 2010 Rating
stay away from sears repair service by: Anonymous
purchased a whirlpool washer from sears in the fall of 2004. I just spent 4 hours waiting for a service tech that never called and never showed up. appointment was for between 12 and 4. called at mid morning, used the automated service to confirm appointment. was told that tech would be here today between 12 and 4. called at 1:30 actually got to speak to a live human who told me she would contact tech and have him call with estimated time of arrival. no call! called at 3;45 and was told that tech reported that appointment had been cancelled. no way! I told the lady I was speaking with that it was sears mistake and that I expected to be fisrt appointment tomorrow morning. she told me that she couldn't do that and I would have to wait nine days for the next appointment. needless to say I blew a gasket.. will never buy anything from sears ever, ever, ever, again. tell your family, tell your friends, tell everyone to stay away from sears! what a shame to see a great company self destruct... another one like montgomery ward, hechinger, etc.
Jan 13, 2010 Rating
My Broken Kenmore washing machine by: Anonymous
I bought a Kenmore front loader energy efficent washing maching 5.5 years ago. It just broke down, 6 mos after the extended warranty expired. Here my outrage and frustration starts. I have taken off of work 3 times with out pay to sit here between the hours of 8:00 am to 5:00pm, the repair technician did not bother to call or show up to my home to repair the machine. When you call their customer service, depending on who you get, they can be very rude. They just say, you are scheduled and someone will be there. Last week, when I called at 5:00pm they just kept saying the technician is running late. NEVER showed up. Do your self a favor and stay away from Sears. I will purchase all appliances in the future from the smaller appliance centers, better service on the back end. Meanwhile, I am unable to take anymore time off of work, an am stuck with this damn broken washing machine.
Oct 24, 2009 Rating
Couldn't Agree More! by: Anonymous
Just got off the phone w/ their customer service dept. I had an appt this morning b/w 8-12 and the technician wasn't calling or showing up. I called to ask where he was and they informed me that my appt was cancelled!!! After a bit of digging, they confirmed my appt and confirmed that I never called to cancel, but that, indeed the appt was cancelled by someone on their end.
I demanded a discount on the next visit and all that they could provide was a measly $25 gift card.. At least they "understood my frustration".
Worst customer service out there. And that's hard to accomplish! Congrats Sears!
Jul 13, 2009 Rating
BOUGHT A 2002 SOLD AS NEW IN 2003 by: Allan
SPOKE TO ROBERT AND EDWIN REGARDING A REFRIGERATOR I BOUGHT "NEW" IN APRIL OF 2003 WHICH THE STICKER INSIDE CONFIRMED. UNIT WAS ACTUALL BUILT IN 2002 AND NOT 2003. COMPRESSOR WENT OUT LAST WEEK. ROBERT AND EDWIN'S COMMENT WAS THE SAME, "SO WHAT, WHAT DIFFERENCE DOES IT MAKE WHEN IT WAS BUILT?" I DID TELL ROBERT THAT I WOULD LIKE TO SEND A LETTER TO MR.JOHNSON BUT HE EXPLAINED TO ME THAT MR. JOHNSON WOULD NEVER SEE IT. IT WOULD COME TO HIM. MAYBE THIS E-MAIL WILL TOO. IF YOU BUY A 2009 CHEVROLET YOU DO NOT EXPECT TO RECEIVE A 2008 MODEL. NOT ASKING FOR NEW FRIG JUST THE COMPRESSOR TO BE FIXED. ROBERT SAID THEY COULD REPLACE IT CHEAPER THAN FIXING BUT DID NOT OFFER TO DO SO. OH MY SEARS. PLEASE DO THE RIGHT THING!!
May 20, 2009 Rating
Re: Sears Repair Service - stay away by: SearsCares
Jeanne,
I would like to apologize for the service that you have received from Sears. My name is David and I work for the Sears Cares Team. I would like to speak to you regarding the service that was provided to you. Please contact me at searscares@searshc.com so we can further discuss your concerns.
Thank you,
David V.
Senior Case Manager
Apr 26, 2009 Rating
So sorry you have this trouble! by: Bob
You can call a scrap metal company, they will usually pick up scrap metal for free. Sears does this and so much more to there customers giving the Appliance Service Industry a bad name.Just remember there are smaller local appliance service companies that are better and faster. Sending parts to a customers home is the most ridicules thing I every heard of!
