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Pissed Consumer Interviews ?

On June 26, our washer suddenly refused to work. LG directed me to two companies in the area that were authorized repair reps. Both were busy and didn’t get back to me, so 48 hours later, I was casting about for a repair solution and came across Sears. Sears arrived on June 29th and the tech determined that the machine’s control board was non-functional and needed replacement. He placed an order for replacement part with Sears, but when this part was delivered to the house a visual comparison of the two parts made it clear that this part was incorrect. . I phoned LG, the washer manufacturer and verified through their executive customer service that the original part from the washer was the only one which would work for this machine, which I communicated to all customer service persons and subsequent techs. A second tech was dispatched to the house two weeks later to validate my findings and order a second part which when it arrived proved to not even be a control board. After speaking with supervisors at customer service who promised a $30 gift card to Sears for my trouble (which never arrived) and waiting another week and a half, a third tech arrived and ordered a third part, which was also wrong. LG finally dispatched their own tech, who determined that a piece of clothing had become wedged between drum and agitator. I replaced the board from a parts website, and finally, after almost two months the washer was again working. Technicians two and three took incorrect parts 1 and 2 back to the Sears warehouse with them when they left and part 3 to be returned to Sears via UPS . I requested a full refund from Sears for parts and service and was contacted by a representative from Atlanta in the second week of August who informed me that it would be processed shortly. I called customer service on 9/5/2017, endured a disconnect during service, and then was informed that my refund was supposed to be applied to my credit card by 5PM on 9/5. I attempted to inform the representative that I had paid by check, and it was unlikely that Sears had a credit card on file, but the representative happily informed me it would be credited to my card again, and in the event that it did not, to call back the next day. As you can imagine, there was no credit to the credit card, so I called back on the 6th, experienced another disconnect, and was eventually transferred to a lady who gave me my first case number – she informed me that the parts department needed to confirm part costs before refunds could be issued, and I should expect to hear from them within 24-48 hours. Having heard nothing from parts, I again called on 9/11, spent another 40 minutes speaking to customer service representatives and was advised a second time that parts would be calling me within 24-48 hours. Having heard nothing from parts, I again called on 9/20, spent another 15 minutes speaking to customer service representatives before being disconnected and spending another 40 minutes speaking to a new customer service representative, before finally being advised a third time that parts would be calling me within 24-48 hours. Having heard nothing from parts, I again called on 9/25, spent another 45 minutes speaking to customer service representatives, and refused to be put off another period of time. At this point the representative said she could go ahead and process the refund for the amount of the part, but that a representative would have to be in touch within the next 24-48 hours regarding the service part of the refund. She told me to expect something in the mail in the next 7-10 business days. The following day I received a call from Sears – she could barely speak English, but after some fumbling about it became clear that she was attempting to locate one of the parts that had been returned to Sears, and that this was somehow related to a refund for the part – which I understood from the conversation the day before had been processed – so maybe it hadn’t? After telling her that all parts had been returned through agents of Sears or UPS, she advised me that someone would be in touch with me again… in 24-48 hours. At this point, I wrote a letter to the CEO and expressed my concerns, which got no response. I called after this to executive customer service and asked for assistance, and was contacted by representatives from the same customer service pool that I was in prior to calling. Finally, I got one who told me that we would be getting a refund check by October 24th for service. Amy and I went out of town, and when we got back at the end of that week…. No check! I called back again and was told that someone would be in touch with me, and finally after calling a second time I was told by a customer service rep that they would offer me $40 refunded from my service call, but the service was non-refundable typically and the notes in the account said not to pay me more than that.
Wow, what a sham of a company and probably the worst customer so called service I have ever seen. We purchased a GE refrigerator from Sears just 13 months ago...it went bad as the ice maker and water dispensing stopped working...after 6 weeks of waiting on repairs and...
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1.7
I didn't like
  • Lack of interest and value show of my time
  • Repair service response
  • Poor claim agents
#1353471
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On September 21, 2018 I had a technician from the sears home warranty out to put in a new transmission in my 2 yr old Kenmore washing machine. He had been here the week before and looked at my washer and determined that was what was wrong with it. So he ordered the...
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1.0
#1362469
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Problem: Water Heater Leaking. 1. Opened an online ticket the same day 2. they scheduled a plumber to come out ...without confirming with the plumber.... who actually had no openings (1 day lost) 3.they scheduled a plumber to come out ...without confirming with the...
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1.0
I liked
  • Repairmen informed and friendly
  • Technicians had good attitudes
I didn't like
  • Sears home services
#1339721
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Purchased a refrigerator two years ago this coming December. It has stopped cooling effectively so I called Sears to see about service. I was on hold for 49 min. which was all for not. I was immediately informed I was outside of its 1 yr Manufacturers warranty, and the...
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2.1
I didn't like
  • Sales pitch for service call
#1370303
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We had our son’s condo ducts (including dryer vent service) cleaned on 9/25. I was expecting to be up sold as that is part of the technician’s job. I had the technician take the furnace cover off to see if it was dirty and he showed me dirt/dust which I expected to...
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1.7
#1365129
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My frige went down 18 days ago and after numerous phone calls,wrong parts ordered and parts not ordered. I've been using a cooler to keep my Drinks cold .Getting tired of buying ice every other day.Cant see how a person with a family would make it under these...
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1.0
I didn't like
  • Customer service process
  • No one with athority
  • Bad product
#1349295
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Air conditioner quit cooling and I called for warranty repair. I described the symptoms and exactly what was wrong with it. They scheduled the repair for 3 weeks away. When the repairman showed up he had no idea what was wrong ahead of time and didn’t have the parts....
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1.2
#1340346
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If it were possible to give negative stars, I would. I ordered a new front door from Sears in 4/21/18 & was told it would be 6-8 weeks before it could be installed. Okay, not a problem. 8 weeks come & go. Silence. After multiple failed attempts to contact the...
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Anonymous
Tonya55

Sad to read. This why people don't go to Sears. Thanks for sharing

#1359230
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My husband and I were sold a Sear Home Warranty service contract for $49.00 a month. My refrigerator stopped working and I called the home warranty number to make an appointment. I was told that an A & E Factory Service Technician would be out the next day. Once the...
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1.0
I didn't like
  • Horrible and sears lied to us and took money and gave no service
#1368961
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Sears Home Services - No concept of customer service
The only customer service concept their agents have learned is to listen, and then apologize for the inconveniences. I'm not prejudice in any way, however, due to the foreign accents I consistently encounter when calling their home service warranty division, I do not...
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1.3
I didn't like
  • Inflexibility of customer service and their supervisor
#1278392
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