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Sears Home Central

The Company's Advice

To all authors regarding Sears repair service,

I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.

Thank you,

David V.
Senior Case Manager

Scott of Belleville, IL January 18, 2010

Purchased 5000 worth of products from a Sears to be delivered to my home in Il, and its been a nightmare since. Day 1: First delivery was cancelled because of weather, received a personal phone that said my items would be scheduled for Monday. Okay, no problem.

Day 4: Delivery confirmation is between 11 & 1, truck arrives at 4:30, with a few things missing, driver calls dispatch, I'm informed that my delivery was broken-up into two deliveries, of course the one thing they left off the truck was the smallest item, which was a TV. Since I was told my "items would delivered that day, I scheduled a satellite install for that day, well of course I had to rescheduled that appointment, at a 25 charge because the Sat. guy showed up when the truck got there. So the delivery guys go ahead and install the washer and dryer and tell me to leave it running. Well 30min later there is water all over the wash room floor and running into the bathroom. They forgot the drain hose, called them back to clean up the mess, 40min later they arrive clean up the water with our towels and take the rug to be dried out the was in the hall.

Day 5: delivery is again for 11 & 1, truck arrives at 6:30, same guy, he says rug would be returned tomorrow. In between this time I call Sears customer service line and get plenty of "sorry" but no one can help me even get a refund on the delivery charge.

Day 6: Still calling Sears, no call backs as promised and no rug!

Day 7: Go to local Sears store, bring TV back myself and talk to the store manager, tries to talk me out of the return even offers 200 store credit. So fed up I refuse and want a full refund. Guess what, he can't override the restock fee and charges me 250. I tell him go ahead I'll fight it later but I want them to pick up the washer and dryer.

Day 8: Sears is scheduled for pick-up between, wait for it, 11 & 1, (it's almost a joke now) truck arrives at 7:30, not the original truck route so the driver has no paper work on hand only hand written information.

Day 9: Starts tomorrow, have to go back to the store and try to get something saying they picked up their crap!

Gary of Potlatch, ID January 5, 2010

On a recent trip, I purchased a pair of 9 workout gloves from a Sears store 75 miles from my home. When I arrived home, I tried them on and found that one was smaller than the other and didn't fit. I took them to my local Sears store for return and they informed me that since they didn't carry that item at their store, I would have to return them to the store where I purchased them. I was then faced with the choice of either throwing them away, or making a 150 mile round trip to return a 9 pair of gloves.

Sears has a network of trucks going between their stores and their warehouses, as well as shipping methods for merchandise. Not accepting returns at any Sears store is just poor customer service. Beware...don't purchase anything from any Sears store that isn't easy driving distance from your home!

Dianne of Greensboro, NC January 4, 2010

I bought what was supposed to be a brand new kenmore vacuum cleaner Today. How easy, just kidding. Go to pick up, easy. Get home to find that I have a used vacuum with the dirty bag filled with dog and cat hair that smells like wet animals. No problem, I'll just call Sears, easy. No answer.

Call again. Recording. Call five other departments, same recording. Call General Information. Very apologetic and can easily connect me to the manager of the store. I get the same recording I got the other six times. It goes on with me calling an getting no answer.

I suppose I'll have to drive back to High Point and try to return it. Two days wasted. I knew there was a reason I have not shopped Sears in twenty years. Now it be longer than that before I go back. I still have not talked with anyone. I will have to travel to another city to return it and I still won't have a vacuum.

Michael of Bothell, WA December 30, 2009

I had the Sears repair person come out today to fix our gas dryer which was not heating up. She left and we went to use the dryer and it still does not heat up. I called Sears repair service and the person told me he couldn't schedule anyone for the order was still open and I would have to call back tomorrow. I asked to speak to his supervisior which he indicated he was tansferring me to, but I have been on the line for 23 minutes and no one has answered. I am going out of town 12/31 and needs someone to come out 12/30 to get this repaired. Who can help me with my problem????

Sarah of Woodbridge, CT December 28, 2009

Sears is absolutely positively the WORST! They were supposed to come and fix our sears Kenmore Elite dryer on 5 (FIVE!!) DIFFERENT occasions, and NEVER CAME. There is always someone at our house, yet, each time they did not come, their reason was that "no one was home." They NEVER called, and would say that they did (even thought we had a note that said that an adult is at our house 24 hours a day, and not to use the excuse that "no one was home"). Then, they came one time, charged us 265 for a new part...within 2 days the dyer broke again. We are waiting on them to come again, which is the THIRD appointment we have made in the past 2 weeks, since they NEVER COME. I will NEVER NEVER NEVER NEVER use a Sears product ever again!

Chris of Dayton, OH December 27, 2009

I would strongly recommend that anyone thinking of purchasing any appliance from Sears rethink that decision. In the past, Sears was a reputable company that could be counted on to stand by their products. That is no longer the case. Their customer service department was efficient, courteous and knowledgeable. Again, that is no longer the case. In addition, they do not speak English well, they do not listen to the problem, and they talk over you and are rude and snotty! On two occasions I requested to speak to someone else; someone who was polite and could help me. They will not transfer you. Be prepared to be on hold for 30-40 minutes at a time while waiting to speak to a “real person”. This is no longer and efficient or customer friendly company

I, unfortunately, just purchased a new refrigerator from them (October). I have put in several service calls. When the servicemen come they usually fix the problem and are polite and helpful. Although, they try to be politically correct, they too don’t have respect for customer service department. I will never purchase another appliance from Sears (I am now stuck w/a multiyear service agreement). It is too bad that companies do not factor in the lost revenue from unhappy clients when making the outsourcing decision. You may pay your staff less but how many clients are you losing?

Ravindra of Dixhills, NY December 22, 2009

SEARS SNOW BLOWER- Snow blower malfunctionED on Dec 19th. Called extended svc. Spoke to some one in Texas. Made the appointment for Dec 22nd. On Dec 22nd , Repairman called to confirm appointment to FIX REFREGIRATOR.(not snow blower). I explained him that I needed my snowblower fixed. He never called back. Later called the extended svc again. Spoke to one in Arizona Nothing but empty apologies. Offered to fix a new date after Jan 11th. Called to complain. No use. This time offered another date for Jan 21st or later. In the mean time what am I suppose to do with 20" of snow on the driveway.????? What a joke this warranty service is!!!

Christina of Jersey City, NJ December 20, 2009

My mother and I purchased a treadmill along with delivery, set up, and removal of our old system (to be delievered on 12/5). The delivery truck arrived 3 hours past their delivery window and informed me that their paperwork only and drop off, they would not take away the old system and that they were not qualified to install the new one. They used my phone to call the Sears office. They informed Sears that they were not qualified and would not take responsibilty for installing wrong or breaking the unit. Sears told them to do it anyway because no one qualified was available to set up the machine for 2 weeks.

I told them that I would not accept the delivery. - We went to Sears to return the treadmill. Sears said that since we did not receive the treadmill and bring it back that they could not give us our cash back and we would have to wait for 7-10 business days for a check for the amount that we paid in cash and that they amount we paid in credit would be credited to my mother's card. We paid the STORE for a service in cash but had to wait for the clearing house to send us a check. The manager gave me the store managers name and phone number. He was either busy or unavailable for almost 2 weeks.

When I finally spoke with him (December 19)he said that he would investigate and call me in an hour. I did not get a call back. I called back on December 20. He informed me that since I did not receive the goods that ANOTHER company cut me a check and I would receive it within 10 business days of the cancellation. Of course, 10 Buiness days had already past. If I pay Sears for a service IN CASH, SEARS should pay me back. They are the Sears that stole Christmas.

Dan of Selma, CA December 19, 2009

I was in your store located in Visalia Ca in the electronics Dept, looking for a Video recorder that you had on sale. I approched the female/ mexican girl asking her where the camera that was on sale, she replied with I have a customer and wait my turn, I said just point in the right direction, she said I have a customer please wait, I waited 20 min, she was with another customer, I walk up to her and said did you forget about me, she shouted out this is the same customer, (I don't think so) this was another spanish person. After waiting about 20 mins. I walked back over to find she had went on break. I went to my car went down the street to Best Buy and purchased a 439.00 video camera. Had very good customers service. I guess thats where I'll be shopping for Christmas presents now. I have been a loyal sears cumtomer since 1973, but she really crossed the line. Thanks to her, you have lost a customer, and word of mouth is the best advertisment you can have.

Susan of Kingston Springs, TN December 17, 2009

I placed a ps3 on layaway on 10/21/09. The sales rep told me at the time that they were out of stock. They would recieve more within a week and that one would be set aside for me. I have another person that was with me to witness what was said. I paid my layaway off on 12/16 and told again by another sales rep to go to pick up area to get the PS3. When they went to get the PS3 they came back and said due to it being a layaway it would have to be shipped to the store and that it may be a week or so before I recieved it. That was not going to happen I requested a manager and gave him my opion. I left with a PS3. The store employees need to inform customers that when they due a layaway on such things as electronics when it is paid off then their order will be shipped.

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