Sears Lawn & Garden

You have to hand it to Sears. The fading legend has a remarkable ability to alienate some of its oldest and best customers. There are also some interesting questions about the warranty on Sears' garden equipment.

Calimerio of Herndon, VA June 17, 2009

On Wednesday April 5, 2009, I bought a Craftsman Pressure Washer for 319.99 with insurance for 99.99 expiring on April 15, 2012 totaling 438.48 at Sears. I paid cash for the machine. On Sunday April 16, 2009, I tried to start the machine and it wouldn't respond. On April 18, 2009, I returned the pressure washer to the Centreville store where I had bought it and the female manager, who provided excellent customer service, exchanged it for a new one. I made sure that I reread the instructions before using the machine. From April 18, 2009 to May 29, 2009, I used the washer four times, but on the fourth occasion, the machine stopped functioning. I was really frustrated that a second machine would malfunction and took it back the following day to the Centreville store this time to get a refund. On May 30, 2009 when I took the machine back and tried to explain to the store manager, Ms. Teresa, that this was the second machine that malfunctioned and I wanted my money back as I had lost faith in that model, she said that she would absolutely not refund me the money, but offered to repair it. I told her that I wanted to upgrade and would pay the difference. She still refused to consider that option. I was so upset that regrettably I used language I shouldn't have and she promptly threw me out of the store with orders not to go back there. I believe that if she had better customer service training that I would not have reacted as I did and we could have resolved the problem. A week later, I went to your Franklin Farms Sears Store in Fairfax County, VA and tried to return the machine. The manager whose name I don't recall was very courteous and willing to take the machine, and sell me the one I now wanted, but he said he couldn't, as I had to go back to the Centreville store where I had bought it to resolve the problem. I am now turning to you to ask that Sears refund my money and insurance for the amount of 438.48. At the same time, I am still willing to buy model 2800PSI from your company by paying the difference in cost. I look forward to hearing from you within a week from the receipt of this letter as my pressure washing business will suffer losses, which I can’t afford in these hard economic times. I believe that we can work out an amicable solution. Yours sincerely, Calimerio Rivas 571-334-5346 (cell)

Ernesto of West Palm Beach, FL June 15, 2009

Bought a DTY 4000 Riding Mower in 2005. Have never gotten an even cut out of it, had Sears techs. messing with it at 6 diff. times to no avail. They ended up blaming everything from the landscape to me. wrote letters spoke to whom I was told was the top guy, nothing. Since then the engine misses, the clutch/brake slips, it will not even go up a slope. "Satisfaction guaranteed" slogan over their entrance went out the door when they were bought out by K-Mart.......

Kathy of London, ON June 15, 2009

Table-top glss shattered into a million pieces shortly after umbrella was raised. Cannot find replacement top so would need to buy new set.

Joseph of Woodbridge, NJ June 8, 2009

ON 4/24/09 Purchased Lawn Motor From Sears store. While doing my lawn on the morning of 6/8/09 noticed there was a problem with the Blade. I first went to the Sears Servive and repair center and they said I would have to see the Manager in the lawn and garden Department. When I talked to Manager in Lawn and Garden Department Bill he said I would have to go back to the Service and Repair Center To have them say there was Something wrong with the Blade.

Went back to the Service and Repair center with Saleperson Fred Meserlo and They Told us Lawn Motor would have to be sent out for 8 to 10 days to some service Center. On top of that they were going to charge me even through the lawn motor has a two year Warrnity. I was so disgusted with the runor on I recevied From eveyone in the store that I went back home with the lawn motor. My father went into his bag of tools and Tighted the screws on the blade which were extremely loose took like 5 minutes to tighten the screws.

This appears to me to be a service scam that sears is pulling on all their customers to buy service warnritities for 42 dollars per year. The Blade was on so loose I feel there is a safety issue should someone unknownly be injuried by a flying blade.

Billie of Buras, LA June 8, 2009

Have replaced the same mandrel on lawn tractor for the 6th time with warranty. New technician comes out and says that part is not covered. I explained it has been replaced 6 times already under coverage. Also 1st tractor was replaced when this happened for the 6th time on it.

Nicholas of manalapan, NJ June 4, 2009

the tech was a no show twice had to take @ different days off from work needed tohave my garden tactor repaied lost 2 days pay

Don of Jackson, MI June 3, 2009

I have a service Contract on a Sears Craftsman garden tractor/mower. This year the battery was not holding a charge. They replaced the battery 3 times. I finally suggested that the tech check the alternator. When the tech came the 4th time without calling to say that he was coming,he canceled the service contract telling the company that the mower was not working due to "consumer abuse" because I left he mower outside (we don't have a garage, but I cover the mower with a tarp in the winter).

isaac of memphis, TN June 3, 2009

On April 4th a purchase a new lawn mower from The Sears Service center in Whitten Rd. I paid 329 plus proper taxes and bought an additional warranty on the machine. The first time I used the machine April 6th. Days after I purchased it I notice that it was running hot so I added more oil to the motor. From the time I purchase the machine till the day of the incident; I use the machine a total of 5 times to be exact.

On Sunday May 31st around 10AM as I was using the machine the unit exploded and the engine block was exposing. It had a hole about 3" x 3" To machine was leaking excess oil all over it from various points of the block. I wiped down the excess oil and drain some of the oil so that it can be taking in for repair. All that was done so that I would not get the car dirty. Sears Service center is now refusing to fix the machine and or give me my money back. They are saying that I abuse the machine and it was running an improper low oil level. They want me to pay 152 dollars for the repair. This is quite unfair considering the machine is less than 2 months old and only used 5 times. Russ; the Service Center Manager has not called me back, nor has taking the initiative to get this resolved.

On June 3rd I spend over 2 hours on the phone talking to various department and people, but no one is willing to honor the money back guaranteed or replace the machine. After being a Sears's customer for over 15 years and have various credit lines with the store it is very disappointing that they are not living up to their guarantee.

kristy of lebanon , PA June 2, 2009

to cover up their mistakes they scribbled on my reciept and they did not let me know anything of the warenties when i purchased my lawn and care items and now it is broken and they do not want to fix it. they told me they have no re colection of my tools being bought and the following week they brived me with a 50.00 dollar gift card and told me they were sorry. when i used my lawn mower pieces flew off of my mower and was not cutting my grass

Jean of Mullica Hill, NJ June 2, 2009

I bought outdoor furniture this weekend which they had in stock. The salesperson arranged for it to be delivered Tuesday (6/2). I could not take off from work, so my mother took off from work and waited at my house. The called twice with a confirmation date and a time window of two hours for it to be delivered. It never arrived. My home is about ten miles from the store. My mother called to find out where it was and was told it was going to be delivered on Wednesday.

Now, I cannot be there, and she cannot take another day off, so she asked to speak to a manager and was told she didn't need one took her number ans said she would call back. Of course no one called. I contacted the same person and asked to speak with a manager and was also told I didn't need one. This woman spoke very broken English and I asked her to transfer me to someone I could understand. She refused. Then, she told me the delivery was scheduled for 6/3 all along (a complete lie).

I asked her if she would like me to bring in the printed receipt with the date 6/2 on it or if she would like to me to play the recorded voice mail telling me the furniture would be delivered on 6/2. She said something in a language that did not sound like English and then I asked for a complete refund and told her that I will never be ordering anything from Sears again. Supposedly I will have a refund in 7-10 days.

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