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I should visit this website before purchasing from Sears.
We ordered the refrigerator 40 days ago and have not receive it yet. It has been rescheduled 2 times just 1 day before it supposedly delivered. Looks like they don't really care about their customers feedback at all.4everwaiting 8/18/14 4:50PM
Have a 5 year old 4 gallon compressor. Looks like I need a fuse for it. Called Sears today and was told they do not and will not have the fuse available. Last thing I buy from Sears.Don25 8/18/14 3:16PM
Sears has undoubtedly some of the worst customer service around today. When we called Sears to place an order, they gave us false information that made us think we could change the dates of arrival on our orders to match our convenience. Well, it turns out they didn't give us the whole story, and we went ahead to try and cancel the order. Canceling the order was a hassle as well; we kept getting transferred to different people, and we even got hung up on at one point after holding for a half-hour! When we finally got confirmation that we would get a full refund for the cancelled order, we learned that we had to then personally refuse all shipments sent by FedEx and UPS instead of having Sears just call and cancel the orders themselves. It turns out that they didn't end up canceling the order before the items were shipped out, but they had over 12 hours to do so! If that's how their company system works, then I don't want any part with them anymore. Thankfully, we returned the orders eventually and got our refund, but I will NEVER EVER shop at Sears again.Anonymous 8/15/14 8:21AM
Do not shop at sears. The ratings speak for themselves but I am more than happy to add my voice to it. On purchasing some very expensive equipment with them, they botched all out info and kept having to enter everything again, call around, get the manager, etc. They were supposed to call night before delivery and schedule a convenient two hour window for delivery and installation, they didnt call. They just chose one and when I called said they couldnt change it. Delivery day, didnt show up, didnt call, nothing. I took off a whole day of work. So I call them up, and they just transfer me from one person to the next. "I dont have the power to do that, let me transfer you"..."all I can do is get you intouch with the right person". When thru this cycle for well over an hour. I got managers on the phone, several times. They said they would call me back within the hour. They didnt. I called back asking specifically for the manager and they said she LEFT. Then they said they would call me back within an hour (thats ANOTHER hour of waiting). It went on with that the whole evening, eating into the next day. We have never received a concrete answer on our equipment status, nor even really any resolution. We are just fighting to get our money back on a product we never even received. These people have been rude and very unhelpful. Never againBB 8/13/14 5:42PM
i purchased a kenmore frig.on july 23,2014 and it supposed to be delivered to us on aug.11,2014
on monday aug.11 at 9:00 am i called to check on the time of the delivery i talked to Lei who
told me that the delivery date has been changed to aug.the 15th i asked him why no body called
me to let me know that it has been changed he apologized about and my wife emptied the
frig that we have that will be picked up when they deliver the new frig.i'm very upset that and this
is a bad customer service i wouldn't recommend any one to buy from sears any morejoseph hamouche 8/11/14 1:19PM
Just purchased a Kenmore chest 7.0 freezer from Kmart. Plugged it in and after a few mins. tried to open the lid but it would not come open. I could not pry it open. I called the support line but that was as useless as my freezer with a lid that would not open. I was transferred to a tech.buy they couldn't answer my question. I was finally transferred to the Kmart dept and she was so happy that I could just take it back since I just had purchased it. Just take it back so easy when all I wanted was a simple question answered. You need to know how horrible your customer service is. Please hire some techs with a little more repair education because the ones you have are incapable or not willing to help a customer.
Phil ClemPhil 8/9/14 2:03PM
Very slow chat response guy who never found the product I wanted. He was still looking when I gave up 6 minutes later. This is a popular item they should have it, I hate Sears.Frequentshopper 8/6/14 7:47PM
Worst experience! I went to sears appliance store & purchased a Kenmore French Door refrig. $1,700.00. Toney put my name on fridge. Asked Toney could it be deliverd wed on my day off & he said yes, (this was sunday). I went home & checked measurements & cld back & said yes it will fit, can I give you my debit card over the phone? Toney said no, need to drive back to store, (30 mins away). Gave Toney my card & he said ok will be deliverd this saturaday. Manager overheard us dickering about deliver day & said yes we can have it to you wed..Wated all day wed & no fridge. Cld & mgr busy with another cust per other sales rep..by 6 o'clock told rep this was unacceptable & I am a paying cust too! Drove back to store, 30 mins away in 6:00 o'clock traffic. Long,long story later...They deliverd me a dented, scratched & vent cover broken fridge on saturaday. Now they say it is up to me to make arrangements for Sears to p/u if I don't want it. OMG! This is the old "Bait & Switch Deal" Sold me perfectly good fridge at store & sent a dented one in hopes I would take the $150.00 offerd for Dent on front & by Kenmore Emblem..Just ridiculous..If I wanted dented or used I would have went to the Sears Used Outlet!!! Still not over. Now trying to speak to someone to return it.Joanna G. 8/5/14 4:35PM
1.5 year old Kenmore fridge that has had repeated repairs for excessive noise and water leaks. It has damaged my kitchen floor and leaked onto the ceiling below, leaving stains and possible mould. Two claims for damage have been submitted by the attending repairman and NO follow up has been done by Sears. I have spent hours on the phone plus 5 days over the last 1.5 years waiting for repairmen. They will not replace the fridge. Totally substandard customer service. I have been a customer for many years, and over the last seven years alone, I have purchased 3 refrigerators as well as several other appliances. I will not be shopping at Sears in the future.EX Sears Customer 8/5/14 7:11AM
On August 4, 2014 at 11:11 AM I made arrangements to have 4 new tires put on my vehicle. The installation completion committment which was documented on my paperwork was 12:30 PM. Well, I arrived back to the auto department at 12:30 and the vehicle wasn't even in the shop. After I complained it was taken into the shop. I did not leave the auto department until 2:30 PM. I was never informed that the tire installation would take longer. If I was I would have cancelled and left the store. I observed the workers and they were slower then molasses and appeared to not even give a damn. Hey Sears, if you commit to a time then keep it. This has turned me sour on the auto departments entire method of operation. Totally unacceptable. I'll purchase upcoming tires for my other vehicle elsewhere.Joe 8/5/14 5:27AM
Today was the first time visiting the auto center and it will be my last. It took 10 minutes initially to be waited on. Employees kept passing by saying,'Someone will be with you shortly'. It seemed as if no one was in a hurry or had much to do. I was finally waited on and left to do some shopping. 1 1/2 hours later wait another 5 minutes for the guy to say it will be another 15 minutes or so. I asked him if they had even worked on my car, he said no. I told him that I wanted my keys and I have things to do. That 1 1/2 hours is plenty enough time. Corporate May want to watch the video tapes to see therir employees move at a sloth like speed.LAVaughn 8/4/14 1:44PM
Horrendous customer service!! Sat at home waiting for a sofa to be delivered. No show! When I called it took 20 minutes for them to tell me it didn't show up at the warehouse. I will never order online again and probably won't do business with Sears again!wizzof4 8/2/14 5:22PM
I lost so much money and time because of them, I feel like crying, I'm devastated. Here is what happened: called sears 6 times to ask if I can be 100% sure that I would get my mattress by Aug 1. I told them that if we do not get it I won't have where and how to sleep (we moved from the east coast to LA). They told me I can count on it. On the morning of the scheduled delivery I called again. The guy at customer service wasn't very nice. I told them that they are over an hour late and he said that I should ignore the time frame for the delivery, but be sure that the mattress would get to my place by that evening. After they were 8 hours late, it was night already, I called them. They put me on a long hold after promising to check. The line was disconnected. I called again cause she didn't get back to me. THEN - they tell me I will not get the mattress tonight or in the next couple of days. Where would we sleep? They didn't seem to really care. I had to go to a hotel. And luckily found a different store which will deliver a great mattress soon. Anyway - After buying with sears for a few years, so many items, in my family - never again. I feel horrible now.lesro 8/1/14 11:24PM
I would not recommend sears.com. They do not back up their product. They leave you with no options when dissatisfied.Anonymous 8/1/14 6:56PM
Bought a new Washer and Dryer. After only 1 month the washer broke. 1st scheduled service appt was two weeks wait. Repairmen came and said he needed to order a new circuit board and would be back the next Wednesday at 10:00am. (He only comes to our town once a week.) The night before, on Tuesday, we received a call from Sears on our answering machine that they would be out the next day (Wednesday) between 8a-12p. At 12:30p my husband called because the repairman had not shown up. He was told that it would be later in the afternoon. He told them no, he had another appt and would not be back home until after 5p.They said they would try to get the repairman there after 5p. I got home and there was a sticker on the door that he came at 3p. I called Sears and was told that they could not get another appt for 2 more weeks! We have taken off work twice and still DO NOT HAVE A WORKING appliance. I just had Sears come out to give me an estimate on a new AC unit. They WILL NOT be getting my business if this is how we will be treated.Dollbaby1764 7/31/14 7:18AM
I will NEVER be doing business with SEARS again. i bought a stove from my nearest store and it was suppose to be delivered today in the afternoon. not only did they get the phone number wrong, they never delivered it because they said the person who picked up the phone said it was not theirs. when we called to ask why the stove had NOT been delivered as scheduled, we were told the above. we were also told that the driver drove by and no one was here. well they came by in the morning, NOT the afternoon as we were told the night before. we asked for it to be delivered later this afternoon as it was only 4PM and was told everyone had gone home. REALLY? and they would not be able to deliver until Thrusday.. this was totally unacceptable as i have NO stove. they would not make any arrangement for the next day although this has been SEARS fault not mine. i have already lost time at work to be sure i was home when they told me they would come. there was NO phone calls on my answering machine to let me know that they had tried to call me and NO note of any kind saying they tried to deliver earlier. i will never buy another thing from Sears as your customer Service SUCKS!!!!!!! and i will let others know just how bad it is. i have bought all my large appliances from SEARS as the quality was always excellant and i have NEVER had this problem before. but the way i was treated and this whole screw up is too much. i will take my business elsewhere.Donna 7/29/14 1:22PM
I ordered a couch and chair from Sears online in Nov 2013. The furniture was delivered Dec 2013 and not unpacked just delivered and sat down in my living room. I was moving to a new house so left it as it was until after I moved. When I unpacked it, it was a factory fault where there were no holes drilled into the bottom of the furniture to add the legs. I called Sears in February and have made at least 30 phone calls to them since. I received a new chair on June 26 and a new couch finally on July 26. I asked for monies back for my trouble, days I have had to take off work, and the time I have put in making phone calls. Yesterday when the couch was delivered the delivery staff from Sears was verbally abusive calling me a dumbass to each other outside in my driveway. Now if I could hear that from my front door - so could my neighbors. They called me a dumbass at least 10 times and a stupid idiot because I did not drill the holes in the bottom of the couch myself. Megan called this morning and was not interested in discussing the incident from July 26 at all and simply said she was refunding my account $310.00 for my trouble. I never agreed to $310.00 and am quite sure it would be more than $310.00. How much is 8 months of not using a couch and chair because it was delivered with a default and not unpacked or put together? How much is at least 30 phone calls back and forth and having to explain the situation over and over again for 8 months? How much is taking a day off work when I was assured something was being delivered only to not have it delivered? How much is having Sears delivery staff come in to my house and abuse me and call me names? I didn't sign up for any of this. I signed up for a couch and chair - that's it.EJSZ 7/27/14 8:38AM
Sears service in one word - UNRESPONSIVE!!!! Ordered 2 bookcases on June 13 online, they were shipped on June 18 from San Diego, and were supposed to arrive June 26. We waited and waited to be contacted about delivery. We have made many phone calls, and the representatives had NO knowledge of our shipment. There are FIVE middlemen involved in this mess:: Martin Office Furniture, Home Direct, Cymax, MXD Group, and New England of Charlotte. Only Agent 1014 from New England was responsive. We will NEVER order anything online from Sears again. It has been a nightmare. Here's the only e-mail correspondence. WE EXPECT AN ANSWER FROM SEARS UPON RECEIPT OF THIS COMPLAINT!
Thu, Jul 24, 2014 at 8:42 AM - From New England of Charlotte
We received a call this morning on the above waybill from the customer wanting to know why they have not received their delivery of the (2) bookcases that were ordered on 6/13. Can someone please let us know where the missing bookcase is located? These were retirement gifts for the customers. They are very upset that we cannot locate the missing bookcase. The customer also stated that she has called several people including HD. She was on hold with HD for a long period of time and then they hung up on her. She has not got an answer on where this is located. Please note that I have included the customer in on this email so she can be kept in the loop. She would like an answer today to where the bookcase is. Please see the scans below that are in the system. Please let me know ASAP.
- short Huntington Oxford Bookcases (item 2). Please do a dock search for the missing piece N ( Update ) Y
was listed on manIfest MXD119780 but did not check off trailer? Can you do a dock search for the missing pieces? (this is the bookcase that we received on 7/21. N ( Update ) Y
Close Memo: mehmood/cymax email: Hello, Could you please advise as to the status of PO VRC121-8434589? Tracking shows waybill # 6B5126 registered on 17 Jun 2014, but the item does not seem to be in transit. Could you please advise? Thanks for your time. Regards, Mehmood.S. Cymax Stores. I emailed [email protected] for pick up eta. Y ( Update )
Thu, Jul 24, 2014 at 3:02 PM - From New England and MXD Group
Please see the comment below that I received back from our Atlanta terminal. I am waiting on a response from Cymax. I just wanted to keep you updated
Thursday, July 24, 2014 1:42 PM - From MXD Group
Subject: RE: 6B5126 ***URGENT***URGENT***URGENT***
ATX only received 1 bookcase of the Ontario California location and they sent that to you. The missing book case was never received from the shipper. I had ATX do a dock search for the missing bookcase but they do not have it. I also asked the Ontario location to do a dock search just in case it was actually shipped to them. That is all the info I can provide.
Tried to send the following e-mail to Sears from the e-mail address given by a manager, Joseph #14445, who hang up on us after being on hold for 45 minutes!!!! He didnÃ?Â¢Ã¯Â¿Â½Ã¯Â¿Â½t even know the correct address, and it came back.
Sears order was completed online on 6-13-14. It shipped 6-18 and was supposed to arrive 6-26. Started calling 7-11to find out where it is. Have made many phone calls with no satisfaction until we called New England of Charlotte 800-224-7192 and found out that one is in Charlotte, NC, 30 min. from us. I was on the phone on hold for 45 min. with Sears employee Joseph Ext. 14455, who did nothing and then hung up on me. I ended up talking to some foreigner Mosin and had to tell the entire story AGAIN. We want the one delivered immediately. Then Sears needs to send the other one within 24 hrs. or we demand a refund. We want a call from a Manager tomorrow morning Jay and Miriam MorrisonDisgusted 7/25/14 5:02AM
DO NOT buy appliances from Sears. We purchased a "brand new" Samsung refrigerator in July 2013, and it required a service call as it was not cooling within a month. Since then, the freezer part has broken, and we have had 4 total service calls. The freezer is not working AGAIN, and now they say the warranty is expired, so we would have to pay to have it fixed -- ALL when the problem has been apparent for nearly the full year!!! I wish there was a lemon law for appliances!! Sears has been NO help. Might as well have bought it on Craig's List for all the help Sears has been.Anonymous 7/23/14 11:26AM
Never ever buy from sears. The order was mixed up right from the call station, then delivery email was incorrect, delivery with COD was incorrect. Ordered a painting which did not look anything like the online picture. Had trouble sending it back. Could not get hold of anyone, spoke to 5 different people to try to rectify situation, none were at all helpful, no accountability. Will never ever order there again.unsatisfied customer 7/22/14 6:59PM
I recently had sears replace the springs on my garage door. I called and asked how much it would cost to have the springs replaced. I was told that they could not tell me that, the repair person would have to come out and tell me. I scheduled an appointment for two days in the future, which was a Saturday. The next day I get a call from a person who says that they're all booked on Saturday. They also ask me if I already have the garage door opener. I tell her I'm not looking for an opener I'm looking for torsion springs. She says she'll change the order to reflect that. The next day I get a reminder call and once again they ask if I already have the garage door opener. I tell this person, once again I'm looking for torsion springs not an opener. She also tells me she'll change the order. Also she tells me I have to pay $69.99 for an estimate and that will be applied to the cost of the installation.
The guy shows up and looks at the broken spring and says it will cost $399 but they have a coupon for $100 that will be applied. Also, there is a charge for $39 for the service call. I don't know where this guy's last appointment was or where he's coming from but unless it's from another state I'm thinking this is on the pricy side. I am hesitant but agree, since they already have my $69.99. One small thing is that I told the original person the address was Deer Run and what they put down is Gear Run. I'm not sure that name makes any sense but oh well... At any rate the installation guy is friendly and does a good job, so I'm feeling better about things.
Then I check my VISA card and I have the charge for the installation for $338 and also the charge for the estimate of $73.68 ($69.99) plus tax. I call Sears Garage Solutions (who installed the springs) and complain. They say that the $73.68 is charged by the part of Sears that schedules the service and I have to talk to them. She transfers the call to what turns out to be the wrong number. They in turn transfer me to the scheduling department. The person I talk to now says that her understanding is that the $73.68 is non-refundable and isn't applied against the installation but she will put in a request for a refund and in turn they will investigate what I was told, etc. I pointed out to her that it took all of 5 seconds for the installer to provide an estimate as there were two check marks on the repair invoice, one for a single door at $299 and one for a double door at $399. I guess checking the correct box is worth $73.68? I checked on Sears retail and the most expensive springs go for $160. That means it costs at the very least $178 to do the installation. It took the installation person about 1/2 hour to do the installation. That translates to around $356 per hour. Where do I sign up for that job. If I don't get reimbursed for the "estimate" I can add another $73.68 to non material cost which brings the cost of installation to around $251.68. Do you think I'll ever use Sears again for repairs or installations? Next time I'll do what I should have done this time, I'll do it myself.Bob 7/22/14 11:29AM
Sears National Customer Relations
Sears has really fallen, and it is sad.
On April 27, 2014, I placed an order for 3 ball bearings, for my ZTS7500 mower. A mower I paid over $2500.00 for. The order number was W199289, for part number with a Substitute part number . When I received the parts, they were wrong. The part number sent was 17897SM. This bearing is 1/16 of an inch too small all around, and the spacer required to go with this bearing will not fit inside it, and around the mower blade shaft.
On Monday, May 5, 2014, I called Customer Service, and the lady I spoke with, confirmed it was not the part I ordered. She proceeded to order the part number I gave her, and she read back to me, verbatim, the part number, and its substitute number. On Tuesday, May 6th, I left work early as the bearings showed as having been delivered. When I opened the package, gee, what a surprise, the SAME warehouse in TEXAS, sent me the SAME WRONG PART.
I called Customer Service, fuming at this point, and although the young lady in your call center, tried to help, an additional 3 day wait, for a part that you have gotten WRONG twice, was unacceptable, and I asked to speak to a Supervisor. This is where I encountered David.
As I explained to David the 3 days wait was not acceptable, he went immediately into a defensive, I donÃ¢â?¬â?¢t give
a _ _ _ _ mode. When I asked if you can overnight it to me on Monday, why canÃ¢â?¬â?¢t you do the same on Tuesday? He had no answer, and no empathy. He is without a doubt, the biggest waste of oxygen on the planet. David does not give a flying flip whether I shop at Sears ever again. And guess what, Mission Accomplished.
I have spent more than $15,000.00, over the last 30 years buying nothing but Craftsman tools. So loyal was I to Craftsman tools, I made my wife return a tool she bought from Lowes, and get a Craftsman. I have 3, 6Ã¢â?¬â?¢ high rolling Stainless Steel Craftsman chests full of Craftsman tools. Not to mention the countless small Craftsman tool chests, and bags. Every piece of lawn equipment I have says Craftsman. Never again. I will never set foot inside a Sears again to purchase a single Sears product. And it is a shame, because another David, in tools, in your Castleton Square store in Indianapolis is, and has been, an absolute joy to buy from. He is smart, friendly, and goes way beyond to help. But it ends there. Your store employees are as rude, and unhelpful, as are your Customer Service Supervisors. Their lack of product knowledge simply amazes me.
Thank God I have the internet, and Lowes, and can bypass Sears all together.
With sad regrets,
Mark T. ThompkinsMark 7/21/14 12:48PM
I am terribly upset with your repair services in Tampa. My lawnmower has been with your people since 6/27/2014. Twice, I was notified by a computer generated call that My mower was ready for pick up, at "Westshore", for pick up. A waste of my time and money, they did not have it. Now they can't find it anywhere. Your people in the repair dept. say they are looking for it. That was several days ago. I've to be contacted at all by employee "Waldo" I want a mower now. I've had to call many times and places to get any information ,at all. No one has ever called me!! telephoneHugh 7/20/14 4:40AM
Worst customer service ever - about even with Bangkok Airlines. Nice, sweet phone reps in Asia, but absolutely no power and no ability to get you through to anyone that can make a difference. I've been on the phone with them all day - over 92 minutes on hold and absolutely no closer than if I hadn't wasted my day. Literally I started calling at 9:30 this morning, and it is now 5:15p. Sears should close their doors - they are obsolete.Appliance customer N.O. 7/19/14 3:18PM
Do not ever try to contact Sears customer service for installation. You cannot understand anyone who answers the phone. I spent 30 minutes just trying to explain that I bought a microwave/over combination and needed installation. She kept putting me on hold whenever I asked a simple question. After much frustration, she finally said that they do install appliances. After another 15 minutes, she took my information and scheduled the installation. I waited a week for the installation. The installation person who arrived was very nice but informed me that Sears only did repairs not installation. When I called back customer service, again a person who hardly spoke English answered the line and said that they did installation. She asked for my phone number, but it was not in the system. I asked how was my number not in the system when I received a reminder call about the installation. She then hung up on me.Anonymous 7/17/14 4:42PM
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I have been a Sears customer for almost 60 years and I have no complaints. The "terrible" should be tossed out from your ratings. The personnel I have dealt with over the years have been great. Yesterday I talked to one of your Parts representatives. She immediately took care of my situation and was fantastic to work with. Hope she is being paid well because she represents what I have come to expect from Sears over the years - super helpful employees. Thank you! Thank you! Thank you!Robert Overlie 8/22/14 1:49PM
I Just wanted to share the professional courtesy that was extended to me during a purchase at the Sears in Wilmington, NC.
Mr. Larry Lucas assisted me in making a decision regarding a stack: washer and dryer.
He took out his time to assist. I was very impressed with his professionalism and dedication to customers.
I have not received the washer/dryer yet. However, I thought I should write to express my approval of the service that I received in the store. This is the third stack/washer-dryer that I have owned that is a Kenmore appliance.
Thank you once again for your assistance in my purchase.Anonymous 8/13/14 10:00AM
Lawn and Garden dept.
Set the mood the rest of the day-
Be Back!brendaburroughs7 8/10/14 2:54PM
I am not sure if anyone will see this but I would just like to leave a comment about a great experience I had at Sears in Coral Springs Fl. My husband and I went to Sears to get a pair of dickie shorts for work. They did not have his size so we just browsed around. There were other shorts on sale so we decided to buy a few pairs. When we got to the register we encountered a woman named Susan. She was absolutely wonderful. We discussed what a great sale the shorts were and that they only had his size in 3 different kinds. She then proceeded to look online for us to see if his size was available in the other 5 pairs that were offered. They were and we ordered all 5 of them and they are being shipped to our house. The entire time Susan was very helpful, and patient and had a fantastic attitude. She made our experience fantastic. I know there are always people complaining out there so I just wanted to let whomever know that we really appreciated Susan's customer service and help. You have a fantastic employee in the men's department at the Coral Square mall in Coral Springs Florida. She is the reason we will begin to frequent this sears location.Anonymous 6/30/14 5:26PM
I had the best return experience today. I have lost two receipts - one for an online order and the other from purchase when I made the online order return. The cashier, Ian at Alderwood, was awesome and looked up the orders using my Visa. It ended up being four separate transactions to make all the returns needed and he never once gave off anything but a positive attitude, thanked ME for being patient and didn't say anything negative to the people waiting behind me (like, "sorry this is taking so long" - which I hate when cashiers do.) I couldn't say enough nice things about the experience.shannonk 5/4/14 5:25PM
Having a relative that worked for and retired from Sears I was very aware of quality of service this company stands for and promotes. During a recent service issue with a snow blower I found the customer service personnel to be of very high quality. They took the time to read and ask questions about my issue and when all was over and done not only did they understand my point but took my side of the issue as theirs. In these days of low customer service, Sears stands head and shoulders above the rest. A tip of my hat and a big THANK YOU to Susan & Michael in customer service.Mickey Heckman 1/30/14 11:28AM
I want to let you know that while shopping at the Greece Ridge mall in Rochester,NY at the Sears store I accidently forgot my credit card at the checkout. Upon arriving at home there was a message on my phone that my card was found. I am so grateful to the saleslady Debbie C. She went out of her way to make sure I got my card back. Thanks so much for your kindness . I hope manager receives my comment.Anonymous 1/29/14 7:22PM
I'm writting in regards to an employee named Karol who works in Woodbridge, NJ. I thought about responding to a survey on the receipt but I wanted everyone to know what a wonderful young man he is.
I order 2 boots online, one for me and my mother to match. This was her Christmas Gift. When we recieved the order, one of the boots (my mothers) was the wrong size, the left boot was a size 7 1/2 and the right boot was a size 10. This was completely ridcoulous. I went to Sears in Woodbridge on Christmas Eve to return the order. The cashier returned the order and I was on the mission to see if I can find the same boot in a size 7 1/2. To give my mother for Christmas.
While some employees tried to help me, all they would say is, " Sorry, We don't have anymore in Stock." I was Devastated, that I did not have a gift for my mother. Karol walked up to me and told me to put another order in Sears.com, I was hesitant at first, but agreed to put in the order so my mother could get something for me this Christmas.
When I purchase the boots, it wasnt on sale anymore and he couldn't adjusted the prices online. While I was sad and upset I still put in the order, because this was something I needed. Karol knew that this was bothering me and didnt want me to leave the store disappointed. He told me that he will talk to the manager and see if a price adjustment can be made. He finished the order and proceeded to walk with me to the checkout line.
Karol was so personable. Conversation with him was very comfortable and honest. From christmas dinners and traditions to College dream and goals. He has very high values and is determine to do his best at everything he does. While WE waited a very long time in line. I got to know Karol as someone who lived in my town. Finally, we reached the register and he called for a manager and addressed the cashier of the situation. While the manager said she couldn't adjust the price, she told me, "Come back when you recieve the boots and we will be happy to make the price adjustment." I agreed and the manager continue to write her notes on my receipt. I expressed to the manager how wonderful he is and she stated to submit a survey that is attached to the receipt.
Karol has management material written all over him. He address customers with a smile and listen to their story and information before coming up with a solution. He presents himself professionally and engages in polite conversaton. He escorted me to the Cashier to make sure my needs were met.
These values are hard to find in Department stores from employees. Please ackowledge his hard work. Positive reinforcement is crucial. I just would like to say how much I appreciate and thank him for being so helpful and joyful on Christmas Eve.
Truly satisfied customer,
Woodbridge, NJgsantos 1/8/14 5:54PM
on line order froze when 'placing order'. telephone rep very helpful. assured me I would not receive multiple units, took my orderAnonymous 1/4/14 6:53AM
I came into the Washington square location in Tigard Oregon. I bought 2 ratcheting wrenches for work. The person billing me out asked if I wanted the reciept emailed. I said sure but I never received it. I need it to get reimbursed. I was hoping you could try and resend it.[email protected] 12/8/13 11:37PM
sears is doing really good I have got the refund with in the given time frame. I will continue to purchase from searslinda 12/4/13 2:47PM
Called Dec 2nd 2013 with question about renewed credit card. I spoke with an agent in North Carolina. I missed her name, but the call was around 11am my time. She was very kind and had me fixed up in less than 10 minutes. Sorry I missed her name, but kudos to her. ThanksAnonymous 12/2/13 9:23AM
I an writing this to commend TIA COVINGTON.
TIA is with your Arizona customer service location. Let me first start out by saying I have been training customer service in the automotive industry [which is one of the hardest c/service jobs there is]for over 15years.
This all started about 3 weeks ago when are stove went out. From the first phone call until today have been a very upsetting experience. Today when TIA COVINGTON answered the phone it only took about 30seconds to know I had the right person. After everything I felt blessed.TIA went above and beyond what I have experienced with Sears or expected from most customer service.
In todays economy/society I would and you should feel TIA has a rare talent. She is also a resource you or any company should be proud of and in desperate need of.
I can't commend her enough.
THANK YOU AGAING TIA.
Patrick AtheyATHEY TEAM 11/3/13 12:25PM
Made a comment on the negative board on Oct. 11, 2013. Brian S from Sears Social Media Moderator left a reply and I emailed him at the address given but did not get a reply. However, I did call Sears Parts Direct again and a kind representative gave me the Sears Customer Solutions phone number and Penny at Customer Solutions understood my situation and ordered me the correct part which came in 2 days. It was not Sears fault I received the wrong part 3 times but the manufacturer's fault (Frigidaire). I needed a replacement freezer basket for my 10 month old refrigerator but the part was no longer available. So Frigidaire substituted a replacement part that did not fit in my freezer. The wrong part was sent to me 3 times. I did my own investigation and found out Frigidaire made a basket that would fit my freezer and requested Penny to send me that part. My 10 month old refrigerator is under warranty so there was no charge.bellagril 10/16/13 1:13PM
very good service, 9-30-13, at Sears in Paducah Ky
purchased teeshirts from Steve,Anonymous 10/1/13 4:25AM
I had a refrigerator repair yesterday. The technician was competent and all went well, AFAIK.
My complaint is about the cost. The labor charge was $200 to install a $20 part, and the total time from when he entered the house to when he left was 30 minutes. That's $400 an hour! Even if there were a one-hour minimum, that's $200/hour. TOO MUCH! I have 40 years of clinical experience as a therapist and Blue Cross reimburses me $88/hour. I think this is gouging the public.jdh 9/26/13 8:37AM
We had a great service conducted by your staff my the name of Riya, also attn: Sheila. This service, was in relation to a double charge charged to us by your repair section of the Sears Wonsocket store. This lady was very helpful and in understanding our complaint of double charge for a repair service on our vacuum cleaner purchased at such store. First at all the set was not fixed completely and very poorly maintained. We talked with Roy the store manager, and he was very agreeable in returning our double charge thru our ATM account...I wish to congratulated the service philosophy of Sears.....
Nancy Fernandez and Armando FernandezSears 9/14/13 7:37AM
I recently purchased a new mattress from Sears. The delivery was great. Through Liberty Service, Adam and Josh were professional and pleasant. Thank you,
Nancy M.Nancy 9/12/13 12:06PM
hello my name is i have a warranty i bought on 6 14 2011 because i was told that anything happen to my mower it will be covered up to $ 1500.00.but now i need that service and i was told that is covered under the warranty and i have to pay $ 154.04.that teller marketer after collecting my money did not give me more details or sending me a brochure.all what i need for my mower to be fixed and on my business.i am not begging from nobody and i would like that this situation to be solved and a lesson to learned. i work so hard to save money so i can leave better but to throw it out the windows.i am really not pleased for the way i was spoken.a mistake has been made somebody in that office should be able to solve this problem in few minutes without to many questions and attitudes because i am a human being and a customer at sears.i think you very much for your corporation.thank you.Anonymous 8/28/13 3:16PM
I read all the comments on returning items to sears and just want to say today I returned a faulty water conditioner for a replacement and it went easier then when I bought it.
Everyone had a smile and all went perfect.
Have never had any issues when buying a product or returning a product to sears.
Bob, long beach ca...Bob 8/25/13 7:45PM
assoc I RATE THE SERVICE OF Janette to be very friendly and helpful.Janette 8/23/13 9:29AM
I always love Marian's dedication to her job. She works at KMart (#3424 in Gainesville, Fl)at the customer desk and
she is so incredibly friendly and helpful.
I remember when she was at KMart before that store was closed. When the young lady who was trying to return an item for me was having a problem I happen to see Marian and she came over and gave the lady a very simple solution. I always look forward to seeing Marion and she always has a smile and a "welcome to KMart or a Hi" for me. Thanks for employees like Marian.Maggie 8/6/13 6:47PM
I bought a stainless steel fridge from Sears with a protection agreement 6 months ago. The fridge door started getting rust stains recently. Sears sent a technician out promptly who tried to clean it and then referred me to Customer Solutions for a replacement. Although I did have a hard time getting through to the right department at the number they gave me, and sat on hold once and got disconnected, I did get through to the right department. Ultimately, they are going to replace my fridge. I was really impressed that Sears stuck by me and I will buy appliances from them again.popera71 6/19/13 10:00AM
On 8 31 2010 I purchased a Kenmore refrigerator.Not even two years later that little flapper at the top of the door broke off. My wife and I are in our late fifties and know how to take care of our things.I went to Sears and explained that the flapper thing broke off(I know it's to stop other door from opening when opening the other door)So I ordered the part 233-G and thought I could put It on myself only to find out It was not the flapper but was part of the door that the part attatched to. So needless to say I will need a whole new door. I can not tell you how sick I am about It, and MAD.Every time you open one door the other door pops open to I CAN'T stand this any more.Let me tell you a litte story,My Dad who once worked for Sears long ago, told me to always buy anything with a motor from Sears.I have a Craftsmen chainsaw,snowblower,leaf blowwer, bench grinder, vacuum chest freezer,air condo unit,need I go on? because there are many other thing too. I have a file cabinet full of manuals. I know your not going to do anything about it but just had to vent this to you.and don't tell me I should have went with an extended warrenty because I SHOULD'NT HAVE TO.So I just got this off my chest but know this fridge will out live me. Jack N. Hodgins p.s.other than that we do love the fridge, It works wonderfully.jack 5/31/13 6:46PM
The official company reply is genuine. I spoke with Patricia who is helping me to resolve my issue. Hang in there with your issues and I hope you get help also.
CharleyCharley 5/30/13 2:12PM
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guest 8/23/13 7:50AM
Love my job 11/14/12 11:45AM
Angie 6/5/12 10:50PM
lacey24 5/5/12 7:39PM
Former Technical Manager 4/26/12 6:17PM
You wish you knew who this was.
P.S. You WILL know who this is when I quit ;)
Anonymous 3/30/12 3:15PM
dennis 2/16/12 6:22AM
esa 12/29/11 8:30PM
GLAD TO BE GONE 12/28/11 9:16AM
As is usually the case the truth lies in "the middle". Some of the issues raised here are valid and cogent, while many others are complaints dreamed up by angry customers who are writing to complain because they didn't get their way or are ignorant of what it is we do.
For example...I wish I had a dollar for every time I had a customer complain about how Sears doesn't make things like they used to. Uh...folks, I have news for you...sears doesn't manufacture a thing. We're Sears. We're NOT Whirlpool...GE...Kenmore...Samsung...or LG. We don't manufacture a thing. We simply sell and service items manufactured by OTHERS. When you buy a car at a dealership do you really think they manufacture the car out back and then drive it to the front of the lot?? Nope. They buy it from Ford...Toyota...etc and sell/service it.
That's just one example of a customer's criticism that is based on ignorance. Keep in mind anyone can post anything online because of the anonymity factor. Sure, some of the concerns raised here are legit and inexcusable. However, a good amount of stuff on here doesn't pass the smell test and is only half-truths at best. Next time I post I'll address the myth that we don't care about the customer by explaining how many millions of dollars we give out to customers every year...and how customers will play games and try to work the system to get hundreds in gift cards by basically giving us false names...addresses...phone numbers...and posting bogus online reviews hoping our offline social media dept will try to shut them up with....you got it....more gift cards
The Truth 11/22/11 4:20AM
Ghetto7Swords 9/28/11 10:47AM
Anonymous 8/5/11 5:41AM
Yes, as you may have guessed, I am seeking a new opportunity just as the previous CEO, CFO and others have. I rarely see promotions going to the people who put forth the most effort, but more to the people who's "daddies" know some big wig in the company. And they wonder why things don't improve. They should really take the blinders off and see REALITY!
I tried to have a conversation/debate with the "Chairman" about some of the insane policies that have been implemented, but was given a warning that he has a lot invested in the company and my comments were not appreciated. I guess if he doesn't get a pay raise he won't be able to fly around in his private jet. I don't get one and I have to figure out how to budget a rent increase, continuing to drive to work everyday, etc.
The priorities of this company are way off kilter! Unless you want to fund Eddie Lampert's next excursion!
I also avoid purchasing from sears since I ordered a laptop and forgot to check to make sure it had a disk drive. (silly thing to think about on a laptop these days isn't it?)
We also purchased a dishwasher, provided a delivery phone # and they couldn't find the number, this was after over an hour to checkout. What is so difficult about this process? It was at least 15 minutes while they made a copy of the delivery ticket...then they messed up the receipt and I had to go back to have them correct it.
You get what you pay for and until Mr. Lampert realizes he needs to pay his employees, customers will continue to get sub-par service.
But don't worry, India will have plenty of employees because of Sears, they opened Sears of India to "handle" the lower cost customer service, and if you can get them to understand English, you are doing well! (Note: the corporate office is starting to look like a miniature India).
Disgruntled but Employed 5/31/11 4:34PM
Get with it people! Don't take your frustrations out on us. We're just trying to keep our jobs.
mgr 5/29/11 7:47PM
Liz 11/8/10 9:40PM
Anonymous 10/27/10 12:34PM
[email protected] and we will have a case manager contact you directly within 24 hours of receipt of the email. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please reference this web site, for reference to were you heard about us, and we do look forward to talking to you soon.
Anonymous 10/27/10 12:26PM
Anonymous 6/27/10 10:54PM
My name is Shayne with the Sears Escalations Team. First please allow me to apologize for the delay in responding to the many different complaints on this sight with Sears. Here at Sears, we value each and every customer that we have. Unfortunately, there are times when we miss the mark as far as poor customer service, not showing up on time for a service call, delays in delivery and many other things. In our department we are working to tackle these issues one at a time as we come across them. We are a single point of contact for our customers and our case managers work an issue from the beginning to the end when we get a resolution that best suits our customers and Sears. I would like to ask each and every one of you to contact our office via email at [email protected] and we will have a case manager contact you directly within 24 hours of receipt of the email. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please reference this web site, for reference to were you heard about us, and we do look forward to talking to you soon.
Senior Case Manager
SearsCares 6/4/10 10:20AM
Anonymous 1/14/10 8:17AM
Anonymous 11/18/09 6:42PM
Anonymous 11/18/09 6:23PM
My name is David and I work for the Sears Cares executive team. It is disappointing to read about the problems that you have experienced with Sears. We are concerned with the service you have received and would appreciate the opportunity to speak to you regarding your experiences. At your convenience please contact my office via email at [email protected] so we can further discuss your concerns. We would be more than glad to discuss any questions, concerns, and experiences you may have. In your email please provide a brief description of your issue and a phone number where we can contact you at your convenience.
Senior Case Manager
SearsCares 8/28/09 8:36AM
As a part-time Sears employee for nearly 6 years (and now at $8.36 per hour without any benefits I can afford), I WANT TO SINCERELY APOLOGIZE TO ALL OF YOU WHO HAVE POSTED HERE TO DATE: ALL 61 POSTERS as of my writing this.
Obviously given my pay, I am an easily dispensable nobody at Sears - which probably won't mean much to you given the awful things you all have written here about your experience with my employer. BUT, I write in spite of being a disposable employee to SEARS, to let you know that SOME PEOPLE at Sears do care and REALLY DO TRY THEIR UTMOST to help.
Please know that some of Sears' employees (however lowly like me) actually do have spines. We don't call out sick or claim that our truck broke down again. Jeesh! How old are these trucks ever breaking down anyway? And are service repairmen ever subject to exposure to germs given going to people's home or what? STUPID.
Some of us, regardless of pay or unrealistic expectactions on the part of the corporation or our immediate bosses in the "food chain," believe that if we accept any employment at all, however modest that employment, then we are responsible for performing that job to our best abilities. I wanted you to know that however awful your experience, some of us work incredibly hard to make things work not only for this company - but for YOU. And again, and although it probably means nothing - I apologize for my company.
Over my 6 part-time years at Sears, they actually have been trying to "get it" - but are slow. Frankly, I often wonder if they genuinely realize what it takes to make it anymore. But then again, I realize that Sears became a GIANT for very good reasons. Now, I think Sears' problems are that it's size and longevity now hinders the very improvements that can help all of you, with the problems you have been experiencing.
Sometimes only giant bureaucracies like Sears can get important things done - like that which established the Sears reputation for excellence in many areas. Yet, the drawback is that their size ultimately hinders the changes needed to maintain excellence. Ya know?
Yeah, yeah, I know the above does NOTHING to make you feel better about your applicance failure or Sears' failures in customer service. But, as an employee, what I can tell you is that the company has been trying to change for the better in my 6 years there. Okay, my management is really stupid. I get that and like, DUH! I work there! But, this a huge, old business culture. And frankly, most huge, old cultures don't react to change all that well. My guys are going to either get it or not. I apologize if YOU, my company's customer, is suffering in this process of adapting.
Now, I know the above might not mean much - but, in these economic times especially, maybe it's only websites like this that will help our corporate giants to discover and do whatever it is they need to do to survive - which INCLUDES your customer satisfaction. Jeesh! My company has failed miserably!!!
IN spite of the above, I urge you all to not give up on Sears and to write, rewrite, mail, e-mail, call, leave messages - do and do and do - to make this company get a clue. Maybe it's a company worth saving (and without a socialistic governemtn bail out too!!) and only YOUR complaints - constant - consistent - specific and etc. - will make this huge company change.
Again, I'm so, so sorry for your awful experience with my employer, Sears Holdings. My CEO should be writing at least a few of you in order to have a hope of keeping you as a Sears customer - and not me - a disposble employee. I'm sorry for that too.
I also know this doesn't mean much given how very much money you all have spent at Sears - or lost in addition to that failing appliance in particular. But, I know you might have used your vacation hours or have taken unpaid hours from YOUR work to wait for a Sears repairman to appear. Thank you.
I'm so, so sorry! Perhaps one of the big whigs at Sears will see this posting. Who knows except that I only hope it might matter to one of you.
I care. I care anyway. As a Sears employee your stories deeply embarrass me & I can't believe my national management hasn't come here yet, to comment.
Well, national management, you can't rely on $8.36 per hour employees to solve the problems expressed here. Again, I'm embarrassed by you!!! Are URLs like this to be the public face of Sears? Jeesh! Maybe YOU need to fire your national/regional customer service teams too!!!! Hire people who get it!!!!
Anonymous 5/6/09 12:59PM
Many of us have trusted Sears and their products for many years. One thing we must remember about Sears is that “SEARS MAKES NOTHING” Sears sources their products from other manufacturers and places the Kenmore or Craftsman brand name on them. Consumers trusted the products they purchased from Sears, mainly because in years past, the products were quality products and although Sears didn’t manufacturer them, Sears stood behind the product, the service and most of all, were dedicated to ‘Customer Satisfaction’.
But companies in order to make shareholder’s money have cut costs on product components. Parts are manufactured overseas and that increases availability time and cost. Now, I have nothing against overseas manufacturing, many quality goods are manufactured overseas and it certainly enables the US consumer to live the American Dream, but we are not seeing the quality and longevity of products that we are accustomed to having in the past. Let’s face it, I don’t expect my DVD player to last as long as my refrigerator, but I do expect my refrigerator to last many years, or at least longer than my DVD player.
During my experience as a tech manager, I have seen many brand new $1,500 - $1,800 refrigerators stop cooling within a week after being delivered at the customer’s home. Most of the time it’s the ‘Compressor’, the heart of the cooling system, which has stopped working. Now the consumer can complain to the retail store until they are blue in the face, but Sears will not replace the unit, they will send out a technician, who most likely will not have this particular compressor in his truck stock. The technician will have to order the compressor and come back in about 7 – 8 days to evacuate the sealed Freon system, braze in a new compressor, test for leaks and replace with new Freon. Nor Sears or any other retail store wants this refrigerator back, why?? Because they can’t resell it as new.
In part, the lack of quality on major appliances is due to the consumer. Consumers want stylish appliances with 20 wash cycles or an in-door water and ice dispenser that enable us to have either ice cubes or crushed ice, water or juice, a clock and a cute illuminated night light. Very convenient, but we want all this convenience for a very affordable price. Manufacturers don’t want your refrigerator to last 20 years, as it did years ago. Sears just monopolizes on poor manufacturing. By the way, that electronic control board is about $500.00, + Labor. And if you’re fortunate, you’ll be within the warranty period or have paid for a Sears Protection Agreement.
As I said, I am a former Sears / A&E Tech Manager; I have heard many customers complain about the products and the service. So, possibly I can enlighten the consumer on the Sears / A&E In-Home Product Repair business.
Let’s start from the beginning. Mrs. Consumer has a problem with her appliance and calls
1-800-4-MY-HOME. This call is connected to a Call Center in Round Rock, Texas, where you will be greeted by a representative. If you are a first time caller, the Rep will need to create a new account for you. If you are a repeat caller, your account will be on their computer system. Your account will have the usual customer name, address, telephone number(s) and a list of all your appliances with purchase dates, model/serial numbers and whether you have a Protection Agreement on that appliance.
You cannot ask any technical questions to the Rep, because they only make appointments. You cannot be transferred to anyone for Technical Assistance. Your only option is to set up a service call on a mutually agreed date, either an AM or PM appointment. The Rep does one other very important part of their job description; they will “push the sale of a Protection Agreement (PA)”.
Protection Agreements are the life blood of Sears. Protection Agreement pricing structures vary greatly from product to product. They are historically and statistically priced by the cost and frequency of component failures. One important fact to remember when being solicited to purchase a Protection Agreement; once you purchase it… you are locked into Sears / A&E as your repair company. And once your locked in, you, as the consumer are locked in to missed appointments, late running technicians, waiting at least a 7 – 10 days for a part and the ultimate frustration, after waiting a week or so for the part, either the part arrives broken or once the part is installed, the appliance still does not work and another part needs to be ordered. And YES!! This happens daily in the life of as Sears / A&E technician.
Getting back to your service appointment date. Your service date is directly connected to ‘CAPACITY’. Capacity relates to the number of Technicians (that work on your appliance) and the geographic area in which you live. Capacity is fed into a computer by the Regional Routing Center. Daily capacity is built by the number of technicians scheduled to work in any given day by location and industry. Capacity is built like airline companies sell seats………… they overbook!!
Sears has the ability and does overbook technicians, why?? Because they know there is always the possibility that on the day of the scheduled appointment, either the customer has forgotten about the appointment and went out, or the customer has cancelled because of any number of reasons. But a customer, who has waited a week for a scheduled appointment for a refrigerator that is not cooling, will not forget about the appointment. Also, there is a process in place, which automatically telephones the customer the night before the scheduled appointment to remind them of the service call. The District Management also has the authority to force overtime capacity into the technician’s schedule, which they have done.
Everyone in the Sears Product Repair business is rated on PRODUCTIVITY. From the District Service General Manager, the District Technical Manager, the Technical Managers and the Technicians. Productivity within Sears / A&E is rated on the number of jobs (Service Calls) per day. When a customer is ‘not home’ or ‘cancels’ their scheduled appointment that reduces the number of service calls the technician has on his route that day. Sears will do everything in their power to insure a technician does not complete his route early.
There are many reasons why a Technician is late for their scheduled AM or PM appointment. I have already touched on the practice of overbooking. When a technician has a full route and there are no cancellations or not at home’s, most likely, the technician will run late on his/her AM appointments, which has a domino affect on their remaining route. Worst case scenario, the technician may not complete his/her route that day and service calls will need to be rescheduled.
Another reason why technicians run late is because frankly, the appliance refuses to cooperate and it takes longer than normal to complete the diagnosis and/or repair. One of the biggest complaints technicians have is that there in not enough time allotted for the repairs. Each repair is allotted a certain amount of time which equates to the number of parts to be replaced. I have seen the auto-routing software schedule 5 AM appointments for a technician, with considerable drive time to each customer.
Additionally, Tech Managers have been known to add emergency service calls to technician’s daily routes. Emergency service calls are added because of irate customers, who may have been rescheduled the day before, or a multi-attempt repair that has stopped working, once again.
When you call the 1-800-4-MY-HOME number to inquire the whereabouts of your scheduled technician, just ask to be transferred to the local district’s Customer Service Reps. The 800 number is a national call center, they don’t have access to the technician’s route. Ask the 800 number Service Rep to transfer you to the local district’s customer service Reps. It’s the local Customer Service reps that will be able to find where your technician is and when he should be at your home. It’s the local district customer service reps that will be able to get all the answers you need about your schedule, appliance replacements, parts status, and the Tech Manager responsible for your service and repair.
Another big frustration by customers are Reschedules. Reschedules at Sears are a way of life. Customers take off from work, wait all day for the technician to arrive and they never show. Why?? Well, overbooking can play a role in reschedules, adding an emergency service call to a technician’s route can also contribute to a reschedule. Some common reasons are sickness and truck breakdowns. When a technician calls out sick in the morning, there may be 10 -12 service calls on their route that day. Now, given the fact that technicians’ routes are overbooked by design, doesn’t provide an avenue to redistribute 10 – 12 service calls to other technicians. Also, technicians do get sick during the day and elect to go home prior to completing their route. And of course truck breakdowns, their mechanical and are subject to breakdowns. This also contributes to reschedules.
The last reschedule problem I want to touch on are two man, helper calls. Many service calls require a HELPER to assist in moving appliances or completing the repair. I have seen the Sears automated scheduling system schedule the primary technician as his first call of the day and schedule the helper as his 3rd or 4th call of the day. This frustrates the technicians and at times both the primary and helper never get together and the service call is rescheduled. It is the responsibility of the primary technician to contact the Regional Routing Center to find out who his helper is, than he must call the helper to see when they will be available to meet. Helper calls can be ugly to both technicians and customers.
Now, customers may or may not get a telephone call notifying them their scheduled appointment, the one they have been waiting for all day, will need to be rescheduled. Technicians will not make that dreaded phone call to the customer and frankly, it’s not their responsibility. The responsibility to notify the customer that the technician is running late or their service call must be rescheduled, falls on the ‘Router’ at the Regional Routing Center. And frankly these Routers get beat up by angry customers, who Sears once again disappointed.
Each Regional Routing Center has a Router, this person is assigned a group of technicians and monitors their route throughout the day. Technicians can contact their Router when they need to notify them of potential problems with their route, if they get sick and are going home or when their truck breakdowns. The Router also contacts the Tech Manager with technician issues and problems. Technicians will also contact their Tech Manager directly throughout the day with problems and issues.
Another problem that frustrates customers are product replacements. As I stated earlier, even a brand new appliance in the customer’s home will not be replaced, if it can be repaired. Sears and A&E are in the ‘Repair’ business, not the replacement business.
I have spoken to angry customers who have a Protection Agreement on their appliance who will argue to have the appliance replaced, because the price of the repair is more than the replacement cost. Customers must remember, Sears is in this business to make money. Technicians are paid by the hour and installed parts cost about half of what a customer is charged for the parts.
An In-Warranty replacement of a product is charged back to the manufacturer, a product replacement under a Protection Agreement is charged back to the District. Each District maintains a monthly product replacement budget, but will do everything in their power to repair the product and not replace the product. For this reason I have seen customers wait many weeks for a part that was on back-order to arrive, rather than replace the product. The only sure way to obtain a product replacement is, if it needs a part which is ‘NLA’ – No Longer Available.
It is the responsibility of the Tech Manager to forward all replacements for approval. Replacement approvals are generally reviewed by the District’s Operations Manager. The operations manager has responsibility for the districts budget as it relates to product replacements, technician’s tools, supplies, safety equipment etc. Once the operations manager approves the replacement, the retail store is sent a replacement authorization, generally by e-mail and the customer is notified to come to the store.
Another complaint customers have are that the technician wasn’t familiar or knowledgeable with the product they were supposed to diagnose and repair. I have already touched on the fact that some technicians cross train in another industry and do not possess the same product knowledge or experience as the technician who work on these products exclusively.
Years ago, manufacturers had technical representatives who would visit regional training centers and train technicians on new products. Manufacturers have stopped this practice of providing field training. Sears now has employed the practice of providing Computer Based Training (CBT’S) disks. Technicians don’t like the CBT’s as it doesn’t provide the same level of training by hands-on instructor training. Also, the time a Tech Manager can allot to training is minimal, at best.
Tech Managers generally have “Ready Meetings” with their techs. Ready Meetings are designed to give the Tech Manager the opportunity to get his/her technicians together to disseminate information, procedures, handouts, or update their SST’s. Many Ready meetings can only be scheduled for 1 hour, because remember, everything revolves around ‘Productivity’ and a technician cannot be productive if he’s attending a meeting.
Many Ready Meetings are held for mandatory procedural education by Sears. Procedural education has absolutely nothing to do with product troubleshooting and repair. I can safely say many of the technicians get their training while under fire at the customer’s home. Many new appliances technicians are sent to repair, they have never even seen before. I have been told by technicians they were embarrassed in front of customers, because they didn’t even know how to open up an appliance. At the very best, possibly the technician was given a training CD, but he was never given the adequate time to view it.
HAVC technicians at Sears are specialized. They had to go through formal training and have a certification in Freon handling. Again, Sears does try to hire experienced technicians, but experienced HVAC Techs are very hard to find. Sears will hire an HVAC tech right out of Technical School. Some technical schools are very good, some just teach enough to pass the certification test. Many HVAC technicians do not possess the troubleshooting skills to adequately diagnose and repair a problem the first time or the second or third time. That’s why there are so many repeat service calls for the same problem. And this is not just HAVC, this practice runs all industries. Sears will send a new technician out on the road with an experienced tech for maybe, 2 - 4 weeks of training.
This training focuses mainly on how to operate as a Sears tech on a daily basis, learning how troubleshoot and repair are weak at best. The tech must learn how to operate his SST (Sears Smart Toolbox), this is the metal laptop that each technician uses to order parts, reschedule follow up service calls and oh yes, to determine your service bill if this was a collect service call. The SST also has product diagrams which show the technician a schematic of product components, which the tech uses constantly.
The technician also has another alternative HELP Hotline, ‘STACK’. STACK (Sears Technical Assistance Center). Also located in Round Rock, Texas is a technical call center, providing additional technical assistance. They have diagrams and microfiche
diagrams to assist technicians in the field. But STACK is only as good as the technician is able to clearly communicate the problem. I have myself spoken to STACK and some of the complaints were that the technician wasn’t able to clearly articulate the problem.
Parts, lets talk a little about parts. I have been told by technicians and angry customers that when they called the 1-800-4-My-Home, they were told by the call center agent that the technician would have the part on their truck. In fact, there are many parts, hundreds of parts on each service vehicle. But the vehicle cannot carry every part for every model and manufacturer, it’s just impossible. Now there are two possibilities the customer was told the technician would bring the part, either the agent was new and shouldn’t have committed that the technician would have the part on the truck or the customer was angry and demanded the technician bring the part with him and the agent agreed, just to end the call. Yes I have heard about both scenarios.
You may wonder why the technician schedules his return service call 10 days out in the future. This is done because of the US Postal Service. Sears knows it takes at least this long to process the order and ship it out. Yes, the part will most likely arrive days prior to your scheduled service date, but to be sure the part does arrive, Sears uses a 10 day lead time, to insure the part arrives. Sears does not want to cancel a scheduled service call because the part did not arrive. (It’s a PRODUCTIVITY ISSUE). And yes, parts can be Emergency ordered, but technicians generally need to obtain permission from their tech manager before emergency ordering a part, why?? Because it is very expensive to emergency ship replacement parts. So who suffers ??. The consumer suffers.
Why does it take so long to get someone out to look at my appliance? Well, if it’s your refrigerator that’s not cooling during your home areas’ hottest months; good luck getting a service technician to diagnose your problem. These are the peak periods for ‘No Cooling’ and the technicians are normally swamped with calls. I have seen some customers wait for two weeks for a service call. And on the day of the service call, the tech called out sick and the customer had to be rescheduled.
The period of time, when you call for service and when you can obtain a service date is known by Sears as “State of Service”. State of service can be all over the calendar. If you call for service and you are not happy with your appointment, call the retail store and complain. The retail stores have a relationship with the District Service & Repair managers. Often the relationship is strained due to poor service, unhappy and often angry customers. But the retail store’s Brand Central or Operations managers can place some pressure on the district to satisfy the customer.
I think you can now understand, why at times, technicians have such a hard time diagnosing and fixing your appliance the first time and why it takes so long to receive replacement parts. Sears sends inexperienced technicians out in the field and they leave the local Customer Service departments and Tech Managers to do ‘Damage Control’, when they don’t or can’t fix the product. Believe me, there are way too many ’Better Business Bureau’ and ‘Attorney General’ complaints reaching Hoffman Estates, then funneling down the respective District Offices.
Let’s talk about Technician Productivity a little. Technician Productivity is rated on the number of ‘COMPLETES PER DAY’, not ‘CALLS HANDLED’. There is a distinct difference between the two categories. Completes per day simply means the technician diagnosed and fixed the problem on the same day of the appointment. Calls handled means the technician diagnosed the problem and a part needed to be ordered and a future follow up date needed to be scheduled.
Industry is a term used by Sears to designate the type of work performed by a technician. Sears service multiple industries; IE ‘Laundry’ for Washers and Dryers, ‘HVAC’ for gas and oil boilers and furnaces, Central Air & Window air conditioners, Dehumidifiers, Water Softeners, Reverse Osmosis water filtering systems, Hot Water Heaters, ‘Home Electronics’ for tabletop and wall mounted TV’s, ‘Lawn & Garden’ garden tractors, snow throwers, power washers etc and
‘Refrigeration’ for Refrigerators and Freezers and ‘Cooking’ for stoves, ranges, microwaves, dishwashers.
It is worthy to note, many Sears Technicians cross industries, as many industries are seasonal. A Technician could face a layoff if he didn’t expand his skills and cross train in another industry. This is one reason why some technicians aren’t as comfortable diagnosing and repairing appliances because they don’t repair these appliances on a regular basis.
Sears brags about being certified as an ISO 9001 company. For a manufacturing company, being ISO certified means constantly reviewing the manufacturing process, to cut down on waste and defects. Manufacturing companies strive for ZERO defects. And, if a manufacturing company consistently uses quality materials and processes, that they themselves set forth as the standard, hypothetically, a quality product will be manufactured the same way; day and day and week after week.
But Sears does not have ISO standards for troubleshooting and diagnosing problems, technicians don’t have ISO standards for fixing the appliance, right, the first time. Sears does have an ISO Standard which states: the Technician will be in his/her service vehicle and punch in on their SST at 7:25AM each and every day they are scheduled to work.
Sears does have a standard that states the technician leaves from his driveway at 7:25AM and drives to his first call of the day, period!!. The standard goes on to say that the technician cannot stop on the way to his first call to get a cup of coffee, he can’t stop for gas. The technician is not even allowed to call his first call of the day to be sure the customer is home.
Plenty of technicians have arrived at their first call to find an empty house. The same standard applies to the technician’s last call of the day. The technician can only drive from his last call back to his/her driveway, no stops, not even for gas.
Sears Tech Manager’s are just as overworked as the Technicians they manage. The Sears Tech Manager who manages his team is part ‘Manager’ and a big part ‘Detective’ and ‘Enforcer’.
Sears mandates compliancy from its Technicians and the Tech Manager is the instrument of Enforcement. Sears places more rules and regulations on its technicians than our current day military. Under the umbrella of being “ISO Compliant”, Sears mandates their technicians to follow many, many, rules and frankly, the technician does not have a ‘Rule Book’ to refer to, all the rules must be set in his /her memory. Tech managers spend too many hours trying to smooth over angry customers and trying to catch technicians doing something they shouldn’t be doing.
Many Technicians strive to get away with doing less. If a Tech wants to reach his Tech Manager and can’t reach them, he will contact another tech manager to forward a message. But if a technician doesn’t want to be contacted, he will not answer his cell phone. Then the tech manager has no alternative, but to call him at the customer’s home telephone number. Some Tech’s will do anything and everything to get out of work and they know how to do it while in the field. Especially at the end of the day, when you need to add an extra call to their route. They will not do it.
One last note, there are many knowledgeable and friendly Sears Technicians and many that are not. Think twice about your past experiences with Sears before you purchase another Sears Protection Agreement.
I hope I have been able to bring to you some consumer education about the Sears / A&E repair business. And provide you some insight into making an educated decision with your purchasing power.
Former Sears Tech-Manager 9/4/08 3:13PM
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