With issues like these I can see why so many of the beloved stores are having to close the doors and Kmart is doing the same. Poor customer service will kill business. I only gave it 1 star because it was required to leave a review. Only for it to mess up exactly a year later. I called July 30 regarding my washer not wanting to turn on anymore and when it did it acted weird. The door would stay locked and it would say my load was complete when it never released the water, anywho I was scheduled until August 16th from Well the technician never showed up to my house but I received a text at 4: I was appalled and contacted customer service.
They gave me a run around saying, "Oh no.
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They said they were unable to schedule me until August 24!!! Which is one whole week from now and 1 day which will leave me with a month without a washer. I live 1 hr from the city. I have to waste gas money and money on a laundry mat all because Sears has horrible horrible customer service. Their Master protection plan means nothing to these greedy people. I have used Sears repair in the past and had no issues. I recently purchased the home Warranty and the service became horrible. I have a stackable washer and needed the motherboard replaced. They had to remove the dryer to repair the top of the dryer.
After they completed the repair they called me up to show me a fist sized hole in the top of my dryer. It looked like they dropped a tool through the dryer.
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They tried to say the hole was already there, but there was dust on top of the dryer but none on the internal parts. After having to reschedule 2 times since my appointment continued to get magically canceled, they sent a technician out to take pictures and order the part. His information somehow also was deleted in the system and I had to call the insurance company for Sears directly to have the part ordered and submit a claim.
Sears then called me to send a technician out to take pictures and order the part, and I advised them that had already been done and that I had all of the info on the receipt. They didn't believe me since it was not in the system, but I read them the model and technician info and they advised that the part was on its way. Then the part was not shipped to my house so I called Sears to let them know and they advised the technician would have the part.
I would say that mismanagement, and lack of internal processes will be the downfall which is why the stock is under 2 bucks right now. I have called Sears multiple times only to become increasingly frustrated with their lack of concern for safety or customer service. All they seem to care about is not losing money.
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Over time it began burning a plastic imprint in the exact pattern of the exhaust vent on to our clothes. We requested a replacement so they sent a technician who said there was a dent which might be causing a defective machine and a replacement was sent. Our replacement dryer was delivered in May. We decided to run the dryer on medium heat with smaller loads and never with synthetic blankets at the suggestion of the technician who came out initially. Since this time the exhaust vent has again become progressively discolored and has again began burning a plastic imprint on to our clothing.
I called Sears and they sent a technician out to our house this week who told me that the discoloration was normal and reiterated multiple times "it would be impossible" for him to get me a new dryer. I've been told many times that my agreement at the time of purchase does not cover replacement after the 30 day window and that since the technician determined the machine should be in "perfect working order" this will also prevent me from getting a new dryer. To this I replied I believe when a new dryer burns your clothing I think the old agreement is a moot point. Not only do I believe a different model dryer to replace existing one is in order but most importantly I want Sears and Kenmore to be aware this product is dangerous.
I feel the safety of my children left at home with the nanny or even while we might be drying clothing while asleep is at risk. I included a few photos of the only article of clothing I didn't throw away as it is my favorite robe and the plastic burned on the outside instead of the inside. I also included a photo of the vent after the vent began to discolor.
Ordered a washer for delivery August 7. They gave me a time frame in the afternoon. I asked for the next morning. They pushed it out two more days. No wonder this company is going out of business! Elite Front-Loading Automatic Washer. We have been putting up with this and finally decided to say something. It has to be the washer, have matching dryer, don't think the dryer would do this. It is weird, the holes are all basically in the same place in each garment. Can't count how many shirts have gotten holes. I bought two of one blouse because it was so nice and after the first wash it had a hole.
I can only wear them at home now. It seems to help but my clothes will never be the same. It washes well but I do have some mold issues as well and am unsure how to clean them. Shame on me for not fully reviewing the Sears Maintenance Agreement. Had my Kenmore washer serviced in April How is that any different than if I didn't have the service agreement to begin with. Wow sounds too good to be true Any appliance is repairable it just depends on how much you the consumer not Sears are willing to spend. By the time I am done paying for my maintenance agreement, the service call and the non covered parts; I could have bought myself a brand new washer!!!
Don't buy your appliances from Sears and definitely do not ever buy the maintenance agreement! We purchased a Sears Warranty plan to cover our appliances to avoid headaches of repair costs.
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As soon as the plan went into effect, our washing machine started leaking water from the bottom. I called Sears and they recognized us in their system and sent out a service tech the next day. He did have a work order in his hand, so he was a vendor of Sears.
He took a look at the washing machine, did not really do much and concluded that the pipe was faulty and he would recommend Sears to order the part and soon as it was shipped to them they would give me a call and fix the issue. Progress was being made. A couple of weeks went by and I gave a call into Sears, their answer their research team was searching for the part so it could take days. Okay, I waited and then after a few days, called again and was informed that the part was ordered on June 14th and the tech received the part on June 19th.
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I called the service company to confirm that they had the part and wanted to schedule an appointment for them to come and fix. They said they were backed up and then they were going to be closed for training and could not give me a date to come out. I called Sears and let them know the response I was getting from the service tech. They reached out to them too, and either could not get a hold of anyone or the mailbox was full. This continued on for a few days.
Sears kept giving me the usual, "We will contact you within 24 hours" and of course, no one bothered to call me back. I searched online to follow if any updates were being added to my account. The account still said service company was waiting for parts. This was not true, they had the part. Finally, on June 26th, I spoke to someone at the service company and she said the earliest they could come was July 9th. I maintained my patience and tried to be understanding, realizing that things happen. I waited for a phone call before the scheduled appointment to remind me and alert of the time they would show up.
I called that Friday before and could not get a hold of anyone. All mailboxes were full and no one was picking up the phone. I contacted Sears, they too, experienced the same problem, even with their internal connections, they could not connect with the vendor. Sears kept telling me they were escalating the issue and they would work to resolve the situation. July 9th came and went, there was no call from the service tech and no one showed up!
There was someone at home all day, so they couldn't say we were not at home. I had to get the oil changed at Sears auto center, so as I waited, I spoke to the manager there and explained the problem I was having. This was not his issue, but he took it upon himself to call the warranty company and spoke to a rep as well as a supervisor in front of me.
He experienced and was given the same response I had received. This was really too much!!! By now, I had been hauling laundry to the laundromat for six weeks, lifting baskets clothes and wet ones are heavy, bringing them home to dry. I spent money that cut into my budget and on top of that my monthly fee to have the warranty. I was getting nowhere. I had guests arriving and I finally decided that I would have to find someone else.
Sears would not assign the job to anyone, because the service tech had the part and was supposed to complete the job. I called someone and he came out in two days. I told him what the tech had detected and gave him the part. He came with the part in hand ready to fix the machine. This guy came in a marked van, with a complete toolkit! He got down on the floor and looked under the machine and informed me that the previous tech had misdiagnosed the issue. What I would need was a transmission!!! He could fix it but would need to order the part and it was by no means cheap.
I explained my situation with Sears to him and told him I would call Sears and see if he fixed it they would cover the cost. I called Sears and actually got connected with a case manager. She seemed sympathetic to my situation and reviewed the notes on the case. I informed her, that I had another tech come and told her what he diagnosed. She asked me to send the information to her and she would take it and get someone to review. She told me someone would call me back within 24 hours.
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So, I called and again asked to speak to a case manager, I was connected and went over the whole drama again. She reviewed the notes and said that Sears had denied the request to fix the machine. Because I called the day the warranty took effect, they concluded that it was a pre-existing condition and would not be responsible to fix or replace. Just like that after seven long weeks paying two different techs their service fees, money for laundry and wasting time on the phone and physically strained!!! In fact, she told me the service tech should not have even come out the first time, he should have told me right then and there when I called to place the claim that it appears to be a pre-existing condition.
That was Sears fault for not clarifying that. I could not help that this happened the day the warranty went into effect. I was glad we had the plan, but in the end, it created a horrible disaster! I was polite, but I did let them know, that I would be canceling the warranty and I would be placing my honest review on every site and form of media to warn people not to use Sears Warranty Plan!!!
I am still waiting for my machine to be fixed, but it is more hopeful and should be done by the end of this week!!! Please pass the word along that Sears cannot be trusted!!! Join our community to stay up-to-date with the latest reviews, recall notices, and brand recommendations.
To see why, sign up below! Need a washer and dryer? Be in the know Get trending consumer news and recalls. Thanks Keep an eye on your inbox, the lastest consumer news is on it's way! Page 1 Reviews 1 - When you need it right away, Sears has these special delivery services to make your life easier. With Local Delivery, we pick up purchases from multiple merchants and bring them all to your doorstep.
Skip Navigation Sears home. Sears Home Delivery Home Delivery will be made on the date selected from the calendar at checkout. Your Delivery Window On the evening before your delivery, Sears will email and call you at the primary phone listed on your delivery order to confirm a two hour delivery—time window. If the delivery time message is left on your voicemail, no confirmation is required.
For products purchased through Sears, only one delivery charge will be charged per trip regardless of the number of items all items must be on the same order, and delivered to the same address on the same date Delivery does not include installation Estimated delivery charge will display in your shopping cart Delivery is available on most of these items: Haul away is available on a one-for-one replacement basis only Item requested for haul away limited to similar appliance type Commercial grade appliances and installed appliances are not eligible Item must be ready for pick up at the time of delivery.
Preparing Your Home for Delivery Here's what to expect from our delivery experts and how to get your home ready. A responsible adult, 18 years or older, must be present during delivery. Confine all house pets to a separate area from the delivery path If merchandise is to be left on the porch, in the garage, or outdoors, a responsible neighbor or representative must accompany the Sears team and sign for delivery. In inclement weather, please provide a clear path —no ice, snow or debris— from the street to the appropriate entrance.
Our delivery team will Connect delivered appliances to existing home utilities per the "Product—Specific Guidelines" supplied by the manufacturer or by Sears. Remove packing materials from the delivery premises. If haul away service is purchased, the delivery team will remove and recycle your old appliance for each like item delivered, following strict EPA RAD Responsible Appliance Disposal and environmentally friendly guidelines. If move old appliance service is purchased, the delivery team will relocate your old appliance for each like delivered to an accessible location on the delivery premises.
Install an anti-tip device for free standing and slide-in ranges deliveries with hookup. Use your new, supplied parts or accessories that meet manufacturer requirements and "Product—Specific Delivery Guidelines. Remove their shoes, though caution and care will be exercised to protect your home and merchandise.
Use customer—supplied or used connectors. Reconnect relocated appliances to home utilities. Relocate used appliances to a different address. Perform carpentry, electrical or plumbing work. Deliver and hook-up a free standing or slide-in range without installing a range anti-tip device Install appliance trim kits. Read up on what you need to know about home delivery for Tools, Fitness, and Spa.
Understand home delivery options for your Furniture purchase.
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Remove unit from carton and place laundry unit in location Remove tape, packing material and shipping restraints Attach venting using new component or existing rigid or flexible metal venting that is clean and not visibly damaged Connect the appliance following local code and using a new electrical cord or new gas connector which is in the original packaging and not visibly damaged Provide you with any unused venting kit parts from the connection kit.
Unused venting parts can't be refunded or re-sold Connect water, gas and electrical Level the unit Short cycle test the unit. Cooking Ranges Electric What to do before delivery: Remove item from carton. Once your order is placed, our associates will locate your item s in our inventory and prepare them for delivery. A Sears Outlet customer service representative will call to schedule delivery. You will also be notified when your order is out for delivery. If your item s originate at a location that is more than 75 miles from your delivery address, it may take up to 10 business days for your order to arrive at a local delivery hub near you.
After placing your order, you will receive a confirmation email with your order information. You will then receive an email from our delivery provider which will allow you to schedule your delivery date. On the date of delivery, you will get a pre-delivery call about a half hour before the delivery driver arrives to your home. National Delivery has four different service levels: Your item s will be delivered to the curb at the end of your driveway. Your item s will be delivered inside the main entrance of your home.
Your item s will be delivered to a room of your choice such as a kitchen or laundry room. Your item s will be delivered to a room of your choice such as a kitchen or laundry room and installed. Existing utility lines must be in place. Per code, a new gas or water line may be required for hook-up. Additional information and delivery options for specific types of items are listed below. Local Delivery We will remove the item from the carton and remove all packaging material from the premises. Your refrigerator or freezer will be delivered to your front door or outside the main entrance of your residence.
Your refrigerator or freezer will be brought inside the front door or main entrance of your residence. Your refrigerator or freezer will be brought inside your residence and to the room of your choice. It will be unpacked and any associated debris will be removed. Your refrigerator or freezer will be brought inside your residence and to the room of your choice, unpacked and debris removed, and any necessary hook-up or installation will be performed.
Installation for refrigerators and freezers will include electric and water hook-up. Refrigerators and freezers with water line will require an existing water line with shut off valve in order to install. Your range will be delivered to your front door or outside the main entrance of your residence. Your range will be brought inside the front door or main entrance of your residence. Your range will be brought inside your residence and to the room of your choice. Your range will be brought inside your residence and to the room of your choice, unpacked and debris removed, and any necessary hook-up or installation will be performed.
Gas range installation will include gas line hook-up and installation in cabinetry, as necessary. Electric range installation will include electric hook-up and installation in cabinetry, as necessary. Dual fuel range installation will include electric hook-up, gas line hook-up, and installation in cabinetry, as necessary. Local Delivery We will deliver the item into your house. Your oven will be delivered to your front door or outside the main entrance of your residence.
Your oven will be brought inside the front door or main entrance of your residence. Your oven will be brought inside your residence and to the room of your choice. Your cooktop will be delivered to your front door or outside the main entrance of your residence. Your cooktop will be brought inside the front door or main entrance of your residence. Your cooktop will be brought inside your residence and to the room of your choice.
Your cooktop will be brought inside your residence and to the room of your choice, unpacked and debris removed, and any necessary hook-up or installation will be performed.
source link Installation of gas cooktops will include gas line hook-up. Installation of electric cooktops will include electric hook-up. Your range hood will be delivered to your front door or outside the main entrance of your residence. Your range hood will be brought inside the front door or main entrance of your residence. Your range hood will be brought inside your residence and to the room of your choice. Your range hood will be brought inside your residence and to the room of your choice, unpacked and debris removed, and any necessary hook-up or installation will be performed.
Installation of range hoods will include electric hook-up and installation on wall or in cabinetry. Your warming drawer will be delivered to your front door or outside the main entrance of your residence. Your warming drawer will be brought inside the front door or main entrance of your residence.