Complain about a product or service

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

David of Bath, PA June 23, 2009

I tried to return a broken 3/8" Craftsman rachet. I picked up an identicial rachet and went to the counter. At the counter I was told that it was not policy to exchange the tool for a new one and that I would have to take a reconditioned tool. Yhe cashier checked and told me that she did not have any to exchange and that I would have to come back when they had some. I told her that I needed the tool and asked if she would exchange it for the new one. She called the manager and he said that it is not their store policy to replace broken tools and that I would have to return when they had reconditioned tool in stock.

George of Melbourne Beach, FL June 21, 2009

We paid 3,353.16 for a Master Protection Agreement on most of the electrical appliances we have which includes the Central A/C unit. On the 12th of June the A/C stopped working. We were going out of town the next day so we did nothing. On the 17th of June, when we knew the date we would return home, we called Sears and requested a technician to fix the unit. They said the earliest they could come to fix the unit was on Tuesday the 23rd. We arrived home Saturday the 20th and the house was 93 degrees inside.

We called Sears to see if we could get a serviceman sooner. We spoke to someone who would not identify where they were located but she had an accent and sounded as if she were out of the Country. She could offer no help and when we ask to speak to a supervisor, she hung up. They claim to have 24 hour service but the girl said they were closed on Sundays. It is almost unbearable to live in the house. We need someone to check out this A/C unit now but Sears shows no intentions of trying to accomodate us. We need help from somewhere.

Ruth of Bremond, TX June 20, 2009

We closed on our new home in 02/2003. The builders installed a combo Kenmore microwave and oven. Approximately 6 months after we started using the appliances the door on the microwave was rusting. I called for warranty work and the tech came out and painted over the rust and did not replace the door. Now 5 years later I get a recall on the microwave for 300 dollars toward the Purchase of the combo. Well the combo now costs approximately 3000.00. So I feel Sears is making money for themselves. The entire combo microwave/oven should be replaced by Sears since they are one piece. I have checked with a local business and I can get a replacement for about 2000.00. I want to have the product that I had known all my life to be very good to be replaced by Sears. If not I will never have another sears applicance.

Claire of BUDA , TX June 17, 2009

I bought a Sears Water Softner in 1999. All was well until 2008. I called Sears and a tech came out. He stated that the Sears water softner usually do not last that long. He did somethings to the water softer and said it should start re-clclying again soon. after 2 days still on re-cycle. I called and he never called me back (Kevin).

Then I got yellow goo in my water lines and called a REAL PLUMBER. That plumber was at my home for 2 hours and was blowing out the lines so I could have better water pressure and hot water. The plumber charged me around 200.00 to fix it. I had tried and e-mailed Sears and have gotten no results from them. It is frustrating to say the least. Oh, by the way, the real plumber told me that the lining inside the water softner was comming apart, that is what the yellow goo was. not getting hot water for weeks. Sears not calling back. payment to flush out my water lines.

CHRIS of LAKEMORE, OH June 17, 2009

PURCHASED NEW REPAIR PARTS FOR WATER SOFTENER IN OCT. '08, paid over 100.. for a few plastic parts and rubber seals, parts have not lasted until May '09, ,called to request replacements for outragiously priced plastic parts, told too bad, parts are only guaranteed for 90 days. had to pay for installation and now, June had to pay for a diagnosis of the same parts being bad.

Margaret of Schererville, IN June 16, 2009

Purchased a central air conditioning unit last June 2008. Paid 3,500.00. One year, one week later, the unit is out of freeon. They would be happy to come out for an 89.00 service visit. A new central air conditioning unit should not be out of freeon in one year when the unit is not used all year.

SHAWN of HOUSTON, TX June 16, 2009

Will not honer warranty on AC unit purchased less than one year ago. Gave us the run around for two days. No air conditioner for three days in 97-98 degree weather.

Gary of Fair Lawn, NJ June 5, 2009

I had purchased a Sears flashlight and package of Die Hard batteries. some of the batteries leaked in the package and the batteries in the flashlight leaked and damaged the flashlight so it would not work. I brought the damaged flashlight to Sears. They did not have the model I had purchased so they replaced it with a more expensive model. They were extremely polite, courteous and helpful. It is a pleasure to be able to say something nice about a business.

robert of gahanna , OH June 3, 2009

On May 18 I ordered a electric cord for a vaccum cleaner. I paid for the part at the center and was told that I would receive it in 3 -10 days. On June 3rd I called the center, waiting 13 minutes to speak with a representative. When I mentioned the purpose of the call I was transferred to the Customer Service dept. I, again explained the purpose of the call and was told that the part had not yet been shipped. I told the CSR that the employee at the center told me no longer than 10 days. I asked when will the part be shipped and she told me that I would need to call the parts center to get that information

Kristen of Westford, MA May 26, 2009

2 years ago I bought a new water heater from sears and purchased the extended warranty. The water heater started leaking and I had to wait 4 days for someone to come out and look at it....then they called in a replacement. We installed it ourselves, the water does not heat up so we called customer service again trying to get someone out to look at it and I was told the earliest appointment was for May 29th----the water heater broke on May 16th, I have to go 2 weeks without hot water. It isn't fair that a corporation can treat the consumers like this and something needs to be done about

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