SEARS....confused..

[lindsmom]

Just as a side note- Dented appliances, no-shows, most reschedulings and bringing the wrong items are issues with the installer. They are outside contractors which is why you get the survey.

Don't know if you're including my experience of two dryers, but in my case it was an issue with the Sears salesperson - he ended up ordering two dryers (I saw the paperwork myself when they delivered). As he was ringing up the order, I had looked over his shoulder at the computer, pointed to it and asked "doesn't that mean we're getting two dryers?" he laughed at me as if I didn't know anything about anything, and said snidely that "NO, you'll get the correct thing - that's just how the computer displays it." So in my case, no, it's not an independent's problem - thanks to the independent who was to deliver, he saw the mistake before they unloaded and I refused the order, saving everyone time.

 

[patsal]

Actually Sears bought KMart, KMart didn't buy Sears. We have all Kenmore appliances and have had terrific service, no problems whatsoever. HHGregg around here is the one I hear complaints about.

Yes, and DH and I laugh all the time. We thought Sears would help to improve Kmart, but it had the opposite effect around here--Sears has gone way down hill!
I have alway had Kenmore appliances and never had an isue but the whole rebate on delivery thing really irritates me!

 

[happygirl]

Actually Sears bought KMart, KMart didn't buy Sears. We have all Kenmore appliances and have had terrific service, no problems whatsoever. HHGregg around here is the one I hear complaints about.

According to this article on Cnn Kmart did buy sears

Kmart is buying Sears, Roebuck & Co. for $11 billion in a deal that will marry two of the nation's oldest retailers that had trouble keeping up with the changes in American culture around them.

http://money.cnn.com/2004/11/17/news/fortune500/sears_kmart/

 

[bigfish2215]

2 years ago right before Christmas our fridge died. Had to find a new one asap!! My DH loves the freezer on the bottom, not many are made that way. We found a smaller size than we wanted at a Sears. It came the next day. The finish inside the fridge was ruined. I called them and they gave me $50 bucks back and ordered me a new one, and I could use this one til I get the new one. Fine I thought. The new one came it was dented and had a huge scratch on it. Called agian, another $50 back, and keep it till the 3rd one came. This one didn't even make it off the truck!!! It was horrible. Called agian they sent me to the bigger Sears in town. Now remember I brought this in Dec. now its late Jan. early Feb. and I still have a fridge on "loan". Went to the big store and they let me pick out the one I really wanted an Amana that cost a lot more, and I had it within a week. I got a fridge worth $1,200 FOR $400!! after the refunds and rebates. I had to fight but it was worth it.

 

[zoemurr]

When we bought our house we ordered a fridge from Sears. DH took day off to wait for it to be delivered, and they didn't show. He calls.. "didn't anyone tell you that it was backordered?" Well, no, they didn't, and now we are in a new house with our food in boxes and no fridge. We insisted they bring us something. So, they bring a tiny college sized fridge. We had to throw most of our stuff out anyway.

 

[Minnie]

We bought 3 new appliances this past year and all came from Lowes

Sears couldn't compete on price or warranty

 

[mrodgers]

Interesting all the negative comments on Sears.

Wifey wanted a front loader washer so we bought one at Sears. It lasted about a month before it started making a horrible noise. Wifey called Sears and the following day, a service rep was out looking at it. He said he would have to order parts and they will take a few days.

In the mean time, Wifey had thoughts over repairing it. She called Sears up and said she wanted a new washer delivered on account that she bought new, she wanted new. Sears immediately said, no problem. But what about the repair guy coming back with the parts? Sears said just let him come and repair it and they will still ship a new washer to us.

Repair guy came with the parts in a few days, fixed the washer. The next day, the Sears truck came with the new washer.

Fast forward to the end of the 2 year warranty. It is almost up and the washer goes bad again. Again, Sears says no problem and shipped us another brand new washer. What about the warranty? We received another 2 year warranty and haven't had a problem with the washer in many years.

 

[WhatATreat]

Wow, I am surprised at all the negative comments about Sears. We just bought a fridge from them and had a great experience. We purchased the fridge on Thursday night and it was delivered Saturday. Sears matched the price Lowes had it on sale for even though it was not exactly the same model (the one at Lowes is only sold by Lowes) and we got the extra 10% off the difference. The delivery service called Friday night with our 2 hour delivery window and the next day the delivery people called before they got here - 10 minutes early! They had to take apart the fridge to get it through the kitchen doorway and put it back together. They were here for over an hour and were polite and pleasant - nary a groan, sigh or eye roll. I would definitely buy from Sears again.

 

[horseshowmom]

Wow, I am surprised at all the negative comments about Sears. We just bought a fridge from them and had a great experience.

Let me qualify my post above. I have never had bad service with Sears. I've been pleased with their products as well.

The only appliance I ever bought from anybody other than Sears was a high dollar Maytag from either Home Depot or Lowes (don't remember which). Had trouble within a month and couldn't get anybody to service it (we live about 50 miles out from the small city where we bought it).

Finally, the company found somebody to service it. They kept it 2 or 3 weeks and brought it back wrong (all the muffling was gone - my dog would bark at it everytime I washed clothes ). They never would come back after that. It completely broke down right after the warranty went out, and I went back to Sears for a new one. No probablems with it, and I've had it for several years.

 

[lisaross]

Funny, same thing happened to me.went to buy a dishwasher - i said do you price match they said yes no problem so they price matched only after using the 5% discount for using their credit card - i said shouldn't that be in addition they said NO, then their installation was about 50 bucks more than else where i said look if you match the price i'm buying right now they said NO - i couldn't believe it - walked out went to best buy they matched the price of pc richard plus the installation was less!

We went to Sears today, fully intending to buy a dishwasher. I picked the one I wanted and asked if they could do bertter on the price. She said no, it was already on sale. So, I whipped out my blackberry and wanted to be sure it was the best deal around. She asked what I was doing. I told her and she said, well let me look at Lowes right here on the computer.

Lowes had it for 30 dollars cheaper. She said they could match that price. My husband is in the Navy and Lowes gives military a 10% discount.

I asked if they would match the price and give us the 10% we would get at Lowes. She said they couldn't do it. So I left and went and purchased it at Lowess.

I would have thought they would bend over backwards to make a sale, they knew I was about to go to Lowes? We went to Lowes and we will put it in tomorrow!

 

[NeedaVacation03]

I would never buy anything of value from Sears. Terrible customer service, never have the item available and always an excuse. I do buy little items from them, but never anything big. This problem at all our local Sears locations has gone on long before they became associated with Kmart. I think it has been a Sears issue for a long time.

 

[drinkme]

I won't ever shop at Sears either. But it's because they wouldn't let me nurse my son in their dressing room. And the store was practically deserted. No one in the whole department I was shopping in. They told me to go into the bathroom to nurse. I got home and called and complained to management. They told me they have a chair in the bathroom for nursing moms. Yep, it was JUST a chair in the bathroom next to the hand dryers. Sorry, I won't spend my money there anymore. I hope they've changed their policies since then!

 

[dawson5]

never had a problem with sears, just their products. we bought this house and it came with all kenmore appliances. We've had nothing but problems with them. Warranty on the house covered the repairs, minus the deductible.

as for the nursing, ours has an ante-room to the ladies restroom. it has 2 recliners (high-back) and two love seats along with the changing station. I remember being relieved finding that after we had our last one. We had moved from out of state and weren't familiar with the way this mall was.

 

[PUZZLDY5]

Oh I can add to this one. Sears has the worst customer service ever. We baught our kenmore canyon capicity washer and dryer at sears about 2 years ago. we paid a lot of money for them. The dryer is fine. The washer however.. The first week we had it the pump went out. I called customer service andtold them. The sent out a repair man that took 2 yes 2 weeks to get here. In the meantime I had cloths that I had to wring out manualy and a washer full of soapy water. A week after that (I swear) the machine wouldnt turn on. Sent another repair man that took a week this time after I kind of got upset with customer service. The repair man came out and said that I needed to replace my plug because it was overloading my machine. (Whatever!) They replaced the circuit board. 2 weeks after that it wouldn't turn on again. Called customer service back and after waiting on hold for a ridiculous amount of time they actualy, in not so many words, said that this was somehow my fault!!!! I hung up called a regular repair man and haven't had a problem since. Oh and it wasn't the outlet either!

 

[shruley]

We just bought all new appliances for our new house....washer and dryer in addition to our kitchen ones. Every one came from Lowe's. Sears couldn't come close in price, especially with the deals we could get a Lowe's, either no interest financing or most were 10% of their price which was already cheaper. No salesperson at Sears really seemed to care if they made a sale or not. Lowe's installation was pretty good, especially given the the coordination issues we were having with when the kitchen would be ready for the applicances. I doubt we'll ever go back to Sears now...after awhile you figure why bother even checking?

 

[Praying Colonel]

My folks bought a Kenmore fridge from Sears in '67 that's still going strong. OTOH, I bought a Kenmore from Sears in '96 that crapped out last year (and we started having problems with it about 3 years before that).

The Kenmore stove and dishwasher that were in the house new when we bought it in '96 started having problems in '01 and died in '05.

The Craftsman lawnmower I bought in '04 died about 2 years later.

I'll never buy another Sears product again.

 

[n2mm]

Add me to the list of another person who has had terrible service at Sears. Every year I say never again, and then I order something for someone and get ticked off and close my online account. They don't care if they lose a sale. I've gone this route before thinking I could do better at Sears and always end up buying at Lowes or Home Depot.

 

[Grumpy's Gal]

I have so many sears stories I better just back away from the computer right now before I give myself a coronary. I'd recommend for anyone to shop somewhere else first. The customer service is non-existant.

 

[SearsCares]

Dear Valued Customers

It is disappointing to read about the problems that you have all experienced with Sears. I can assure you our goal at Sears is to provide you with the highest quality of customer service there is. After reading these postings I can say that we have not done this for you and we would appreciate the opportunity to right your situation. My name is David and I work for the Sears Cares executive team and we want you to know we are here to assist you. At your convenience please contact my office via email at searscares at searshc . com with any questions, concerns, or problems you may currently have. If you could provide us with an outline of the issue and a good contact number so we can reach you at your convenience. We hope to hearing from you soon and look forward to improving your experience with Sears.

Thank you,

David V.
Senior Case Manager
Sears Cares