Sears

It's been about two months, I am having to throw food away because my appliance is not properly keeping my food and milk fresh. I called Sears to complain several time about my current situation, their response was they are not responsible for personal items being spoiled. They are only responsible for fixing the appliance. LOL!! I would not have this issue if the appliance was properly fixed.

All of this is happening while I am waiting on Sears to honor their appointment as stated in the contract. A technician finally shows up to reevaluate my refrigerator and reorders the part. Okay maybe now I will get my appliance fixed. Nope didn't happen. There were scheduling issues - no one was available to come over when I was available and they were scheduling a follow up appointment 10 days later. While I am trying to figure this out with the company, I am without a refrigerator.

During my ordeal with the company, when you call to speak with a manager, they forward you to the Philippines to speak with individual that is difficult to understand and when I asked to speak with a manager that speaks English, they tell you that you are not allowed to talk with a manager. They will handle the problem, needless to say the issue never got resolved with the call center in the Philippines.

Moving forward they finally rescheduled my appointment for November (the original problem was reported in late July or early August). The Sears technician never showed up. Lol!! I am frustrated at this point. Once again I call customer service and once again i am transferred to individuals in the Philippines who gives me absolutely no assistance to resolving this issue.

They continuously will say (first of all you have to ask them to repeat themselves over and over again because you cannot understand their English), "I will help you resolve your problem." They put me on hold three times and said they was talking to someone about my problem, each time I was routed back to the queue only to have my call answered by another non English customer service agent that offered on solution.

After days of calling they finally set another appointment for Nov 20, now months after the original call and I am waiting to see what's going to happen. I have talked to the customer service agent telling them how I have been without a refrigerator for over 3 months and they keep telling me there is nothing they can do. I have tried to get a number to the main office to complain and they will transfer you back to the Philippines to talk to someone who doesn't speak English and who offer no help. Do not do business with this company. I properly paid them monthly and this is the kind of service they provide.

When the installer arrived he asked my fiancé for 59.99 for the permit to install the gas range. When my fiancé told him it was paid and we paid 87.00 at the point of purchase in the store, the installer began to become argumentative and threaten to take the range back. Finally my fiancé said take it back then. After that the demeanor of the installer changed and he installed the gas range and no more talk of another permit fee.

The next day we took a ride to the Sears in White Marsh, MD and spoke to a sales associate and informed her of the inconvenience and the promise date made by the sales associate. She reviewed our account and went to some office in the store and came back and said they would give us $100.00 credit and that we should be happy cause some people don't even get that. Then we saw the same oven that we brought just 2 days before marked a lower price and they refused to give it to us for the lower price. I was on the phone trying to get in touch with someone from cooperate, don't bother they don't exist.

Sears was a household name when I was a little girl but it is horrible and I wouldn't recommend anyone purchase from that store. Every number you call you always get the online store. It's either a rep from overseas. They promise they will help you and not disconnect from you but they do. Just when you think you're going to get the situation resolved you done. I still have had an explanation as to why I was charged 2 different prices for a permit...well I purchased a 5 year warranty maybe it might be worth it if they are still in business. I hope this helps someone. I don't recommend you buy from Sears at all. I never will.

I called back multiple times trying to get something done sooner. They did give me a voucher, so I could purchase some items from Sears online so I could keep warm until repairs. However a couple of space heaters would not help during 18 degree weather. Friends were worried about me being without heat with an upcoming cold spell, so a contractor friend, who does plumbing, came out to replace the pressure release valve. He hoped that would get my boiler up and running. When noticed the plastic pipe leading from the furnace was cracked and judging from the amount of calcium on the floor and boiler, it had been leaking soon after being installed, as the hot water from the boiler cracked the pipe. Metal pipe should have been used where the hot water leaves the furnace. That confirmed my suspicion that the serviceman.

With the pipe replaces along with the pressure valve, water still came from the condensation pump. He showed me where the water valve was located and turned of the water, so it would quit spilling onto the floor. I had been moping it up for a week, as the boiler is at the end of my kitchen. My friend didn’t know anything about boilers and had did all he could do, so I was left to keep warm using my fireplace and space heaters until my date of repair.

Finally when the repairman came from Sears, it was the same man. He said, “Why didn’t you tell me this was a repair call?” I told him that I did them when I called it in and they should have told him, not me as he had only called that morning to tell me what time he was coming! Then he asked, “Why didn’t you call a third party to fix it?” I told him that was why I had the service agreement and then he told me they should have told me that the protection plan would have paid the third party. How was I to know? He then kept asking why didn’t my plumber do this and that…he should have known. I finally was tired of his defensive nature and told him it was a plumber who helped me but a friend trying to help me out! He was frustrated, I could tell. He asked me to turn on the boiler and asked where to turn on the water. The valve was in plain site.

Of course he focused on the condensation pump as it water was pouring from it. He had one in the van and replaced it and convinced me that the water I saw on the floor was from the repair. Thinking he had the problem solved, he left. Water still came from that pump. After he was out of drive, I realized I had just paid for replacement of a working pump! The water pump that circulates the water was humming and when I touched it, it was HOT, so I turned off the furnace and called Sears back armed with the information that a third party could be used, as they wanted to give me a date in December (I first reported it in October). I told them that they needed to find that repair person. Now I have 3rd party coming in a week. Not sure if I will have heat for Thanksgiving.

I took time off and waited 4 hours but nobody showed up. The tech called me. I am not able to come today because I am far away and covering for a tech who called sick. I called Sears and they said, "We are sending another one, just stay there." At 6 pm after nobody showed up I called again and they said, "Unfortunately, we have to reschedule you." Nobody did not even bother to call me in advance and cancel the appointment. This is the type of service you get from Sears. I will never buy anything from this company and suggest you should not too. They have no respect for their customers and their valuable times.

As of date, 11/8/19, I still haven't received my refund but instead, received another email requesting 72 more hrs. to investigate the inquiry yet again. I call Sears.com again to inquire what was being investigated and was told the order wasn't canceled and needed to be canceled. I informed the Representative that the order was canceled on 10/31/19 and that I had received now 2 emails requesting an additional 72 hrs. Explained that they have now had 8 days to return my money for the costume that was never processed, but yet was still being investigated. The response from Customer Service was to just wait the additional 72 hrs. ??? This has been a horrible experience!!! I will not buy from Sears online again!!!

The day the installation guy was supposed to be here came, and he never showed. Got ahold of him, he was out of state and forgot to reschedule. Three weeks later and we haven't been able to get ahold of him or the project manager. Finally got ahold of customer service, after being directed so many directions and hung up on a few times. Supposedly we are supposed to get a call from someone within the next 24 hours. First of all, these issues shouldn't even exist. Secondly, once the city inspector said Sears screwed up it should have been fixed right away. I will NEVER use Sears for anything again. They can go out of business, they treat customers horribly.