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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

Lorraine of Aitkin MN (11/13/08)
Purchased a Kenmore Progressive vacuum cleaner, Model 116 about 1 1/2 years ago after checking Consumer Reports ratings. This was supposed to be top of the line but after trying to become accustomed to it I find that I am still dissatisfied with a some things. The main design problems are: no edge cleaning capabilities without using attachments, leading edge is too bulky to get under the edge of cabinets and it is just plain too heavy and awkward for comfortable use. I have a three level home and dread the thought of needing to carry it up/down the stairs.

I feel more thought and user consideration should go into the design of vacuum cleaners. Have strained my shoulders while lifting it up the stairs. I would like to be able to contact Consumer Reports about their high rating for an appliance with these drawbacks.

Susanne of Framingham, MA November 13, 2008

Susanne of Framingham MA (11/13/08)
I have tried unsuccessfully to collect my delivery rebate (75.00). The on-line rebate website was apparently malfunctioning. I sent a hard copy as back up and was denied the rebate because the post mark was past the qualifying date. Despite my argument that it was not my fault if Sears' rebate website was malfunctioning, and that it appeared from my end as the consumer to have worked (and the hard copy was mailed as back up), Sears continues to refuse to honor the rebate. This bait and switch format is why Sears has such an awful customer service rep.

I am being denied my 75.00 delivery rebate/refund.

David of Mt. Vernon, OR November 11, 2008

David of Mt. Vernon OR (11/11/08)
We purchased a microwave at this location which is two and a half hours away from our home. We got home and opened the box, pulled out the microwave and discovered that there was a huge dent in the right side of it in the back. This appliance is unuseable. When I called the store the very next day, they told me that they would get back to me. They didn't. I called the next day, same thing. I waited two days and called again. Same thing.

Today I called again. Gave the same information as the other times I had called, first they tried to get me to say that it happened on the way home. I said no, we had clear roads and a non eventful drive home. we did not drop the box or anything. They also said that they could not give our money back unless we came back in to the store. So, I guess that you have to drive two and half hours back to their store to see if they might take it back and return our money to us.

We have always trusted Sears but not anymore. We will not shop at Sears again. All they had to do is send us a new microwave and a return slip to send their peice of junk back and we would of been happy with that. they could even sent us a different model, but they won't do anything but jerk us around. Poor poor customer service. We are really insulted by this and like i said, we will not shop at Sears again. We had planned on going back and buying all new kitchen appliances and a riding lawn mower. Because we had just purchased a home to fix up. I am sure that home depote or another store will be happy to get our bussiness. All this is over a item that costs 129.00.

we have to go and find another microwave that we can not afford. and we are stuck with a peice of crap that won't even work.

Otis of Wadley, AL November 11, 2008

Otis of Wadley AL (11/11/08)
This is a follow up complaint from my 10-21-08 complaint. The 2nd used part I received , which was supposed to be a new part but was not, evidence due to glue and old rubber on part, has failed to work and been returned to store for a replacement since I can't get a refund.

My money , which is over a hundred dollars has been tied up for months while this company repeatedly sends used parts covered with used glue and old left over rubber under the pretense that these are new replacement parts.

Fred of Ballwin, MO November 11, 2008

Fred of Ballwin MO (11/11/08)
Bought a Power Miser 12 at sears. The unit worked good for two years then the pilot refused to stay lit. I now light the thing at least 2 sometimes 10 times per day. I have read all the complaints they are all over the web. I did not want to pay 65 to 150 for service calls whan every one that gets ssaisfaction (ie Hot water( gets rid of the power miser. I went into the Chesterfield store. The staff said, Gosh they have never heard of a complaint

Kevin of Lowell, MA October 26, 2008

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