Anyone else have a horrible experience with Sears and their customer service?

Question

My water heater I bought from Sears only like 3 years ago wouldnt keep its pilot light . I called Sears and they came out to service. They couldnt fix it and had to order a part but they said to call ASAP when I get the part and they would schedule another service call. Well I had to wait a whole WEEK for an appointment and had no hot water. They came out the second time and STILL couldnt fix it and had to order ANOTHER part. I started calling and complaining and all I get is that they are "sorry" and it cant be helped. This is RIDICULOUS!! I pay good money for them to service my applance and they dont know what they are doing!!!!!!! Very frustrating.

Answer 1

YES!!!!! I bought a push mower from there and had nothing but trouble. It was less than two months old and would not keep running. We took it in for warranty, and was told I'd be without it for at least two weeks because they had to ship it over two hours away. So in two weeks it was returned. I was told my total was $24. I asked why and they said the air filter was completely clogged. All I used this mower for was trim work, had several mowers for years that I mowed whole yards with and never replaced filter. I contested it but said fine. Then they said the rest of it was that my blade was wore out. I never mowed over rocks or roots, but my blade was wore out. I complained but paid the bill, and was told to call the service center about my complaint. Called them and they gave me the run around and said my blade was wore out and that was it. I asked for my old blade back and said they could not ship sharp objects. I asked if that was the case how were they able to ship new blades for sale, to which no answer was given. I was gonna just deal with it but when I got home and went to start mower found out the full tank of gas I came in with was completely empty. I took mower back and demanded my money back. Got some grief bc mower was 91 days old. Finally got money back and was told to call customer service for money on repairs. Got the run around and lied to for over two weeks by them, asid they would call my cell phone right back and then would call house phone. They would say they'd call back within 24 hours and would have to call them after tired of waiting 72 hours later. Was told by CEO assistant that there was no one higher to talk to than her and gave me ru around about getting at least my $24 dollars back. Finally they put me back through to memphis and they said they could not give me back my money but to go to store and they would.

Baiscally they lied to me and lost a customer over $24, which all they had to do to begin with was refund my money and I'd been happy. Sears customer service is a nightmare and they are a bunch of crooks!

Answer 2

Do not ever order a major appliance from Sears on line. I won't go into it, but my experience was a nightmare. I had to cancel and am still waiting for my money back. I get a different answer every single time. I've put my trust in my bank to recover the funds and it's not a small amount.

Answer 3

My favorite ploy is to tell the department head and the store manager that I have contacted the troubleshooter on our local news channel. I do fire off an email to our troubleshooter, but I also make it sound like they are planning to do the story so they should expect a call and camera crew to explain their point of view in the near future. At the same time, I also tell them my next move is to make a complaint to the better business bureau.

Works like a miracle every time. Somehow they get their act together to solve the problem.

Answer 4

the only thing sears is good for any more is tools. they don;t care about customers. our friends just got a new washer and it overflowed and flooded the whole house. sears said "sorry"...you should call around for a good appliance reapir guy or heating/AC company. this type of problem can be fixed by the DIY but be careful with gas and you should have CO-carbon monoxide alarm since u have gas in yer house.

Answer 5

I needed the seals on my feezer fixed on my brand new
freezer. My food is not getting cold. It was scheduled for the 16th for delivery for hook up on the refrigertor and now someone will come on the 19 to fixed. I was also getting a tech
scheduled for Sunday when they don't even work.

Answer 6

Yes, I was having problems with my refrigator and the quickest they could schedule someone to check it out was in 3 weeks. They said their service schedule was full. I called someone local and had it fixed the next day.

Answer 7

I went into Sears about 18 days ago and bought over $200 in items. One of the sweaters was too small. I tried to return it. I didn't have my receipt but I had paid with my debit card. In the past they would just look it up with my card and find it. The ladies at the counter didn't look like they wanted to take my return back. The lady told me a bold lie. She said it had been over 30 days and that she couldn't bring up the item on the computer. I went home and checked my bank statement and it had been only 18 days. I am going to make sure that people know to beware. Sears may not want to give money back for returns since they are closing.

Answer 8

Ask to speak to a store manager.. That will freak them out. Keep threatening to go above them and ask for whatever you want to compensate you for your week without hot water. They will give you store credit, or whatever you want.

Answer 9

The auto service mechanic fried the computer when he tested the battery. They paid for the tow 94 miles to the dealer. But the manager refuses to pay the $1,280 repair bill.

Answer 10

Purchased a RCA television on line ,computer report that item is availabe at local Sears or K-Mart stores, where would I like to pick it up. Available in 2 days within Dayton,Ohio. I chose closest K-Mart and put on charge card. Afte sayingtha item in stores, I waited 2 days and called to check. item not arrived , on 5th day item arrives at Dayton, Ohio K-Mart from llinois.
Set up stereo surround sound set and red line (bad pixel) thru center of screen and all sound settings all the same tinny and the volume must be at max to maybe hear the sound.
Return within a week with internet sales receipt, confirm purchase email from sears and box with all ups labels Sears to K-Mart.
No record of sale in Sears computers, no record of UPS delivery in Sears computer, no record of me picking up at K-Mart. Salesperson at K-Mart very helpful however she had to override everything to issue refund to my card.
Then I got to spend the next half hour while K-Mart employee attempted to explain to some fool on the phone how I needed $41.02 in points put back on my "shop your way rewards" card for points used to purchase television. Of course as Sears has no record of selling me a junk television, they also have no record of my points although I am waving computer print outs of everything documented clearly on the transaaction.
The K-Mart employee had to tell the supervisor at "Points" how to fix it 3 times before they agreed to issue me my points back however as they have no record of me buying anything, it will take 7- 10 days to look into this to make sure all my proof is real.
K-Mart employee excellent, SEARS SUCKS.
TIME WASTED,TO PURCHASE ON LINE, TIME WASTED TO CHECK DELIVERY AND LATE DELIVEY, TIME WASTED ON X-MAS EVE STANDING IN LONG LINE AT SERVICE DESK TO PICK UP 3 DAYS LATE, TIME TO SET UP FAULTY TELEVISION, TIME TO UNINSTALL TELEVISION, Time to repack television. TIME AND GAS TO DRIVE BACK AND FORTH TO PICK UP AND RETURN AND AN HOUR TO RETURN BECAUSE OF SEARS COMPUTER ERRORS
RC in Dayton, Ohio