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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

Richard of Slate Hill , NY September 27, 2009

Nothing about the people. It's about the sales check. After paying with my ccard (master) it tells you the last 4 digets. But also on the receipt it tells you the amount of money you have left on the card. Should not do that. I did not ask for a balance on my card. Thats good for ID thief. They only need 8 more #s. They know the first 4 and the last 4 and your balance. I think this should not be on your receipt.

rebecca of evansville, IN September 24, 2009

my family have been devoted sears customers for years never had any problems until now.Yesterday I got two coupons for store or online purchase,the coupon was really a great deal 10 dollars off any purchase in the juniors department I thought great I have two teen daughters when they got home from school I was so excited to send them there to shop as I'm trying to get them to be better shoppers and get them away from some of the mall stores that are just crazy expensive and there stuff to me is low quality.Needless to say they looked at me like I was crazy I convinced them to just check it out .

After a hour or so they called to tell me what they found and seemed really happy with it.I went on to get yet another call from my oldest daughter who was really upset she said when they got up to pay,they told her they were no longer accepting these coupon because they had problems with people abusing the coupons and coping them .I told the girls to put everything back and come home and how sorry I was.they kept our coupon and made my girls feel stupid and it really upset me here I am trying to teach my girls better shopping habits the listened to me had fun and even found some things they liked I asked them to go up and ask for the coupons back but being teenage girls Mom that's embarrassing we just want to come home and said its okay I told them its not ever okay to be treated so rudely .I hope you can right this wrong I'm going to make a copy of my e-mail to you and show my girls I truly believe in standing up for yourself and want them to do the same I don't know if you have kids but I think most parents would agree.Thank You for your time

Shay of Centennial, CO September 21, 2009

There have been so many complaints about Sears' "restocking fee" policy that I'm not expecting any action. I'd just like to add my two cents (or rather my 30.60) worth to the dialog. In December I purchased a Hoover Steam Vacuum Carpet Cleaner from the Littleton, Colorado Sears Roebuck store. What came out of the machine was colder than the hot tap water I put into it. It neither steamed nor cleaned. When I called the Hoover customer service number to ask why there was no steam coming from their "steam cleaner" they told me "Oh, that's just the name." I returned the machine to Sears within 72 hours.

I was charged a 15% restocking fee. When I complained, I was told that this is standard practice if the packaging has been opened. How exactly one is to know that something doesn't work without having opened the package, they weren't able to explain to me. This is nothing but a blatant excuse to extract money from customers whether they keep their purchases or not. This was my first Sears purchase in years and my very last ever.

Sylvia of Montclair, CA September 19, 2009

I took my Kenmore, canister vacuum cleaner to Sears repair , as the brush was not turning. I informed the service receptionist of the problem and thought perhaps it just needed a new belt.I was told to pay 29.99 and they would diagnose the problem,I expressed my discomfort with that but having no other options I paid the 29.99 fee and left my vacuum with them for repair of the brush. I recieved a phone call from the repair department about 3 days later, informing me they could not repair the vacuum as that model had been discontinued and there were no parts available and I would be called when I could pick it up.Several days past and I called Sears repair and they said I could pick t up anytime. Today(September 19,2009)I picked up my vacuum & inquired if my 29.99 would be returned, due to the fact that they were not able to repair it and they were aware of that when they took it in. They said No and that was that. The service man placed the vacuum in my car. I went directly home, as I was trying to remove the hose from the canister I was aware that the button was gone and only a bare spring was exposed. I went directly back to Sears and after a long wait and several explanations to employees the manager came out and the end result is I have to talk to their facility in Fontana, CA as they did the repair and Sears in Montclair is only the drop off point,So, Here I sit with a vacuum in worse condition than when I took it in for repair. I've not removed it from my car so I don't know of any other damage it may have. I am just very sad that Sears has changed from the store you could always depend on to "sorry lady, tough luck!"

Kenny of Tatum, NM September 16, 2009

I went in to buy a part for my Craftsman tiller. While I was there the "manager" turned 2 people away because they didn't have a model number. One man stated he just bought the weed trimmer there a month before and asked if they couldn't look at the shelf and and work from there. The young man at the counter said NO you have to have the model number or we won't help you. The man asked to speak with the manager and the young man stated he was the manager. The customer then asked if there was someone higher up he could talk with and the young man gave him a card.

A second customer had a pulley he needed replaced and again with the same rudeness the young man at the counter informed him he would not help him if he didn't have a model number. The man explained that his machine was so old the model number was not on it. The young man who claimed to be the manager said he wouldn't help if the customer didn't have a model number. Now it is my turn at the counter. I did have a model number. This young man wants to know what I want and I tell him. He said it is two pieces which I thought was one piece.

I asked if I could see a picture of it so I would know I was getting the correct part as I drove 90 miles to order this part. He was rude and told me well you should know what you want. I told him I do know one thing I won't ever buy another Craftsman again since the parts are so hard to come by.

When I gave him my address to ship this to he wanted a physical address which where we live really doesn't exist, we get our mail at a PO Box. Finally I gave him my wife's work address and then he says well they may not want to ship it UPS what is your mailing address. The whole time dealing with me and the other two customes this employee was short in response and very rude.

The consequences are that this store lost two sales, two opportunities to serve customers and ran a third customer off. I did order my part (I hope he actually ordered it as I have NO faith in him now) And I seriously doubt that I will be purchasing Sears Craftsman products again.

Linda of Corpus Christi, TX September 14, 2009

Sears made 55,000.00 worth of Damages to my home and Prove by their 2nd time Visit of an Insurance adjuster finally given all the facts from the beginning. AND NOT a "Salesman" that was sent 1st time. Cash money stolen from my home. Credit Card stolen and used- Police Report Submitted. Cashier Check receipt for Sears Siding and Ivoice taken from my counter for my proof of payment and work completed. Double-Tripled billed on Invoices with different numbers but same work-Proved and faxed. Notary at Navy Army FCU notarized a document with hand written statement.

I want my Money. Sears to make their "WRONG" to a "RIGHT"!

Richard of Bremerton, WA September 13, 2009

Purchased Kenmore Elite appliances to include High end refrig, microwave/hood w/fan, gas range/oven, and dishwasher. No problems with the appliances themselves, but am continuously called by different offices attempting to sell extended warranties. 2 to 4 calls a day starting as early as 0800 in the morning. Have asked to be put on the no call list. Google it and you will see it (the number) is or appears to be somewhat infamous. This is borderline harassment.

Roberto of Carson, CA September 9, 2009

False advertisement on craftsman C3 19.2 volt 3/8 model #171191 on the ads said 2 batteries and 1-hr charger on the box at the store only 1 battery, I ask the salesman the drill that was on sale the drill with 2 batteries they said show the ads, but when I ask the ads the one on Sunday newspaper they don't have the pages I'm looking for. so on my opinion false advertisement

ROCIO of BRONX, NY, NY September 1, 2009

I closed my account on April of this year with Sears since I found out that two companies were changing my account. The last week of June; I received statements from Sears with another account where the balance of these two companies were tranfer. The worst thing is that they send me statement where shows that I purshaced items on May and June.

Somehow, Sears managed to send me another new statement where all the purchase were made on April. They still charging me with a balance of 1500 with late fees. I being complaining and calling to get a solution however, there is no solution. My credit keeps getting worst.

doreen of turnersville, NJ August 29, 2009

I purchased a washer, dryer, grill and refrig from Sears and will never buy another Kenmore product. I have had nothing but annual repairs necessary from day one. When I spoke to someone regarding how dissatisfied I was with their products reliability she said we can have a repairman come out (of course) at a cost to me. No wonder Kmart bought them out. We always purchased our appliances from Sears but that is a thing of the past.

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