|
You have to hand it to Sears. The fading legend has a remarkable ability to alienate some of its oldest and best customers. There are also some interesting questions about the warranty on Sears' garden equipment.
Adrian of Parker CO (07/01/08)
I have a craftsman walk-behind mower. The grass catcher does not attach at the bottom. This seems to be a major design flaw because it allows the catcher to come off while the mower is running. I have had this happen numerous times resulting in frustration and even an injury after tripping over the bag. If Sears wants to keep a good reputation with their Craftsman products, they should initiate a product recall for the grass catcher to avoid further injury.
I have had this happen numerous times resulting in frustration and even an injury after tripping over the bag. The injury was a rolled ankle, but could have been much worse, given the danger unexpectedly falling forward towards a running lawn mower. Now I need to purchase a new mower, because even replacing the part doesn't solve the dangerous design of the product.
Matt of Reddick FL (07/01/08)
I bought a Husquavarna garden tractor almost 3 years ago with an extended service agreement, I can only estimate about 30+ service calls have been made and I'm waitng for the 3rd engine to be installed. They have sent 2 wrong engines and the one on my porch does not match the part number. I have been routed through every phone system you can imagine, with one result, you need to talk to so and so....andI can't make that determination. I just want a mower that runs, parts don't fall off and it does not catch on fire
Being with out my mower has resulted in the grass being too high to cut with the mower if they do fix it my grass is so high that I have a serious bug problem.. with bugs come spiders and spiders to snakes. I had one on my porch. I will have to hire a bush hog to cut first so I can finish mow, $300.00.
Alex of Mishawaka IN (06/18/08)
Don't know if you can help. I bought a sears craftsman lawnmower on 5/28/08 for $203.29. After using approximately 5-7 times I hit a small tree root and the blade took off bark about the size of a quarter. The whole mower tore up. Oil leaked everywhere, the engine block shakes and smoke comes out. The size of the tree root in NO way justifies the damage. I am earning money to pay for my college tuition. Sears would only agree to having their technicians look at it and may take several weeks. Meanwhile I cannot meet my commitments. How do you fight big corporations like sears?
I will lose my commitments to my customers and any income for the two weeks
Dasraj of Hollis NY (06/15/08)
I went to the store to buy a grill with my father. When we first looked all the prices were different. When i looked closely the model number of some of the grills were the same but varied by almost fifty dollars. Some of the grills didn't have prices at all. I walked around the whole store for an associate but there was no one. I went to the front desk where a lady was on the phone and after she was done i asked if she could help me and she didn't say anything to me and picked up another cal. As she was on the phone she just kept looking at me. At this point i was very agitated. There was a girl next to her who i asked for help and she said she couldn't help me, although i had the model number in my hand.
The lady who was on the phone then told her about the model number. Their conversation some how moved to who was going to stay at the front desk, leaving me to cut their conversation and ask if someone could help me. The girl told me that i should go get the number from the back of the grill. I had no idea where the number was and was mad that she had the audacity to tell me to go get the number. They sent a guy to help us who then left us and said he would be right back, that he had to get something. We waited for mover ten minutes so i then went back to the front desk where she sent another guy. At that point the guy who was supposed to help us then came. When we asked about the prices they weren't sure themselves. When asked to speak to the manager about a price, the manager was called and over the phone he said there was nothing he could do.
At this point i was in the store for more than an hour and i expected to SEE a manager. This made me very angry, since the manager was so lazy that he didn't come to see what hte problem was and help out. The grill we wanted didnt have the right size grill cover. We asked where the grill covers were and just pointed the way. I expected to be shown the product since we were at the front of the store and the product was at the back, not visible at the front.... obviously. We ended up going with another grill. The sticker on it said 449.9. Then there was a sign that said 329.99.
At the counter there were about ten people in front of us with only one cashier open.We argued about the price at the cashier counter. Eventually she gave it to us because i showed her that the model number was the same and the sign wasn't expired. Altogether my experience was horrible. I don't even know how i had the patience to actually buy something.
Loni of Florence SC (06/10/08)
Could not get the mower to start. Found that it needed oil. Only used the mower 4 times. Had the amount needed when first bought. Added oil, it started, cut half the lawn , bogged down, it cut off. Could not get it started. Checked the oil again. It was dry. Have witness each time that I had added. Took the mower to store, explained. Was told that I had not purchased a warrenty so it was not covered. Manager also said that it was to be shipped and I was responsible for repairs. Sears now wants $203 for repairs.It was explained that I had ran the machine w/o oil, therefore a rod was broken.
Purchased mower March 19, 2008. Mower was shipped to Tennesee approximately May 21, 2008. I was sent a notice May 25, 2008. The cost and reason for repairs were listed, and June 19, 2008 was the deadline to respond.Cost of machine was about $289, my receipt was kept by maagement at the time mower was returned. Discover card was used and paid in full when billed.
Nicolas of Norwalk CT (06/05/08)
I scheduled a service call for my lawn tractor online with Sears for today between 1 and 5. I received an email from Sears at 8:47 AM today that my appointment was confirmed. I left my office and arrived at home at 1 and waited until 4:40PM. I called Sears and was told that my appointment would need to be rescheduled because there were no technicians available for today. I asked why no one called me first thing to let me know that and why, instead, did I receive an email confirming the appointment? I was given the option to reschedule next Friday.
I told them that I didn't want to miss another day of work and that I wanted to reschedule it for Saturday. The person, and their supervisor, both said that it would cost me an extra $10 for Saturday and that they couldn't waive that even though they schedule an appointment they couldn't keep and didn't call to let me know it wasn't going to happen. Nice.
I missed a half a day of work. I have my own business and when I don't work I don't get paid. They offered to give me a $20 gift certificate, which I probably won't use, and they are still charging me the extra $10.
Linda of Ronceverte WV (06/05/08)
this is the second riding lawn tractor. the 1st one within the year the had to replace the motor, then the deck fell f. is was a recall after that. the one they were trading me out with on route to my home it was a safety recall. so i received another one.
this one warrenty runs out in june of 2008.we have aready replace value, carburator and other parts.can not keep running for one season (season is only 6 months)Repair man came out 6/3/08 fixed lawn tractor. Put new carburtor on said we bent the shaft cost $387. was out 2 weeks before that fixed value.
On 6/4/08 i engage blades was talking with husband about the cut put gear in reverse to see if the safety work in did not ran over husband foot. broke toe. i think sears needsto look onto this lawn tractor for safety recall. i told them one the first mower we had to give my money back and let me buy something that worked. that throught this was funny. my husband is disabled we do not have another $1,000. dollars to spend, sears needs to make good on their product.
Luke of Fairfield TX (06/03/08)
Multible problems with Craftsman LT1000 mower. Mulching component removed by Sears sevice because the mower wouldn't cut evenly. The tech said my grass was too thick for mulching. I live in a sub-division with a small yard. The cutting quality is poor. The gas tank started leaking. The unit was out of warranty and I replaced the tank at a total cost of $85 doolars. I put approx. 12 hours a year on the mower with ultra light duty service for a riding mower. The mower has 85.4 hours on it and the mower belt snapped.
I ordered a new one at Sears on-line for approx $50. I put it on the mower and it fried it in seconds. There is obviously a bearing bad on one of the mower pullies. I am concerned that this may cost some big dollars considering I didnt pay but $1100 new. Bottom line... this mower is over 6 years old and has suffered quality problems since new. It is used barely 12 hours a season and has major problems. Avoid Craftsman Mowers!
Homer of Saluda VA (05/29/08)
In 2005 my father in law moved to an apartment. He had just purchased a Craftsman Riding Mower (Mdl917270810) and couldn't use it so he gave it to me. The first year of usage (2006) I hit a small root, and the spindle broke. I replaced it, and within two hours usage, another spindle went out. Replaced it and then the bolts stripped out again.
I parked the junk and this year (2008) I took it out of the garage and decided to fixit up. The moving parts of the mower wouldn't move, the belts were rotted, so I started looking for parts. No such number listed for this mdl number so I was told. Checked the number again, called again, and was given the same story' No such number.
I didcontinued doing business with sears years ago after furnishing my entire house with their products. They sell junk , and junk galore. I will give them credit though, their craftsman tools are as good as they come, and they will replace without question any that go bad.
I'm having to buy new mower. Craftsman isn't worth fising, even though it has less than 20 hours usage.
Danny of Savannah GA (05/29/08)
ordered a zero turn lawn mower from sears.com.picked it up at the local store,didnot get a receipt or any paper work,offered no extended warranty,this was march of 2006,it is now may of 2008,eng on the mower went bad sears came out gave me an est of $1700.00 to repair it,I asked for some consideration being that I was just over on the warranty,
was told I should have bought the extended warrenty which by the way they usually stick it to you on the price compared to Lowes and Home Depot,I responded I would have thought a $3000.00 mower would last more than 2 yrs. I spent all day today on the phone asking ,not demanding for some help with the repair ,I also have been a long time customer of Sears,every appliance we own or have ever bought came from Sears, numerous tvs,the grand kids clothes.I`ve never complained or asked for help never been late on a payment.
They blew me off today,I promise I`ll never step foot in one of there stores again ,and rest assured I`ll pass on my experince with all my friends,Sears has forgotten how they got where they came from.
George of Salisbury MD (05/20/08)
I have been trying to get my riding lawn tractor repaired since 04/23/08. Your Service Center seems to feel I do not have a problem and all they want to do is reschedule my appointment, meanwhile my grass is growing and I do not have a lawn mower. I feel I have been very calm since the tech has been here two times and keeps ordering parts,and when I call to ask about my repair, they tell me the next appointment available is next week. I have had a repair contract with Sears for approximately 20 some years, and this is the worst service I have ever had from your service department.
I do not think I will renew my contract, since I could have taken my lawn tractor a mile up my road and it would have been repaired in two days, since they stock the parts for it. I have never received this I don't really care about your problem attitude from a service company, and your employee's need an attitude adjustment in your service department. If my lawn tractor is ever fixed, I will not do business with you again, nor will I ever buy a Sears product again. I have been you customer for the last 42 years, but the way you treat your customers today is unforgivable.........
My lawn right now is almost three feet high, and I asked for a loaner lawn mower,and no one would talk to me. everyone changed the subject.
Frank of Delran NJ (05/14/08)
I had my lawnmower fixed about a month ago and I took it to Sears in Pennsauken, N.J. They told me it would cost me $180.00 and I said no problem, but the main thing was it has a bent crankcase and they did it with no questions asked. I picked it up and used it for about three weeks and then it broke again. When I went back to Pennsauken, the sign said its closed for good and call this number. So i did and the man said I could take it to any Sears store but if I brought it to Langhorne it would be sent out the next day.
So off I went to Langhorne. The man took it out (because I had a stroke) and said you just had it fixed a couple of weeks ago. So then I went home waiting for the place that fixes it to call. I received this call on Tuesday evening about 4:30pm and the girl who was very rude said it would cost $150.00 because it bent the same part. If you look at my lawn I take tremendous care of it and there is no way it had a bent crank case. So I told the girl I would like to talk to someone that handles warranties. When she tried to send me over we were disconnected. I was trying all night to get Sears but all I got was a recording. They called me this morning and I just said fix it because I want my lawnmower back.
I think the economic side of it even if that parts not covered what if it keeps breaking like they say and I keep gtting it fixed. It was only about three weeks. And thats a lot of money to put out on one person because of my stroke I'm on the disabled list. Can you help me.
Erin of Chambersburg PA (05/08/08)
On April 13th, I dropped off my Craftsman model weedeater to have the trigger replaced. It took me almost 10 minutes before anyone even came over to help me, which should have been my first sign to run out the door. Once someone finally came to help me I told them what was wrong with the weedeater and the work I wanted done. They could not find my name in the system until they looked me up at an old address (from 3 years ago) and did not update my new information. I was told I would have to pay a $30 service charge because the unit was no longer under warranty but that the $30 would be applied to any services.
I asked the associate if he knew how much it would cost to replace the trigger and he told me they had no way of knowing but that I could set a limit on how much the service would cost so they couldn't do work without my authorization. I told him I wanted a $30 limit since I had already paid $30. He again said they would call me to get authorization and I asked him to make sure they call my new number so he put a note in the system. He told me the weedeater would be ready on 4/28/08 and they would call me when it was ready to pick up. 4/28/08 came by and I heard nothing from Sears.
I called the Customer service number to check on the status of the repair and an Indian woman who I could barely understand could not find my information in the system. I finally gave her my phone number from 3 years and she was able to pull it up but she said it was still not in and could give me no explanation why. On 5/1/08 I had to go to the Mall for another reason so I stopped into the store and asked about the status of my repair. The associate told me that it was still being worked on and would not be ready until 5/4/08. I again verified that they had my correct phone number in the system and talked to the manager to see if they could update the info since the lady on the phone had been unable to find me in the system. She said there was no way they could do that while the work order was open but assured me that they would call me at my current number and explained the weedeater was out because they had had to order the trigger. She told me it looked like it would be back to the store on 5/4/08 and gave me the number of the store to call to speak to someone who could tell me the status of my weedeater.
I still had not heard from Sears by 5/6/08 so I called the store to see if it was back. They associate who answered the phone said it was there and had been there since Sunday. I asked her why I had not been called and she said she didn't know. I told her I would be in that evening to pick it up. When I arrived at the store an associate came out and told me I had a balance to pay before I could get my weedeater. I asked him how much and he told me $60!!!!!! I asked him how it could be so much, it was a broken trigger that should have cost, max, $40. I expressed my frustration that I had NEVER been called to authorize them to fix the weedeater at that price. He apologized and said he wasn't sure if they could do anything. My boyfriend and I told him we wanted to speak to the manager and he said he would get her. We waited for about 5 minutes and the associate came back and said the manager had told him that we had no choice, we could either pay the $60 and get our weedeater back or be out our $30 deposit and they would keep it.
I again said I wanted to speak to the Manager as both choices were unacceptable and he said he would have her come over. When she came over we asked if she had remembered us from last time and she said she did. We explained how poor our customer service had been throughout the service period and the fact that noone had called us to authroize the repairs. All she would say is that we had the two above choices and there was nothing we could do about it. She kept telling us that either way we were out the $30, which we said we understood, but I kept trying to explain to her that I didn't think I should have to pay the $60 since it had not been authorized by me. She kept interrupting and saying either she couldn't do anything about it or that either way we were out the $30. I explained to her that I could get a brand new weedeater for $90, which is the same price as what I would be paying for my old one for the so-called service. I asked what had cost so much and she would not explain the charges, she would only say that the service was $60/hour. My boyfriend asked her if that was the standard rate and she said it was. I asked why I had not been told that when I had dropped it off, as I had asked the associate, and she said she didn't know why.
I told her I was extremely unhappy and that I would never be a customer at sears again. She shrugged her shoulders at me! I asked for phone numbers of her manager so i could talk to them and she gave me a number so i could complain to the service but would not give me any numbers for Sears. My boyfriend suggested to her as a fellow retail employee that she should have her employees tell people the rates, especially when the know them, if they wanted to avoid these kinds of problems. She looked at him like he had a horn growing out of his head, said she there was nothing else she could do, and started to walk away. My boyfriend asked her if she would wait a minute so we could decide if we were going to pay the $60 or get a new one. She said she would and walked into the office.
After we walked over and looked at the weedeater's (and verifying that, in, fact, a new one does cost $90) I told him I had been insulted, by both the process and the manager, that I was not giving Sears one more cent of mine again. He agreed and we went over to let the manager know that we would not be taking the weedeater back but she would not come out of the office (we waited for another 5 minutes). We were so disgusted at that point that we left.
I have no weedeater and have spent $30 for nothing!
Gail of League City TX (05/08/08)
glass top patio table shattered into a million pieces, purchased several years ago as part of outdoor patio set at sears, very dangerous, this type of glass should not be used for outdoor funiture
glass pieces imbedded in wood deck and near pool
Tameria of Windsor Mill MD (05/06/08)
I purchased a Garden Oasis Set ( iron) that included 4 chairs, 1 table and umbrella. I standing on my patio and took the cover off of my grill and suddenly their was a large crash noise and when I turned around my glass table was shattered on the deck. It shattered into a thousand pieces. I was so upset because I just moved into my new built home and I was exspecting family for a cookout.
Robert of Havertown PA (05/05/08)
My Sears front-tine tiller would start but then cut out after 10-15 seconds. I have a maintenance agreement. I called to have a Sears technician come out to my house. I was told that because the tiller was an in-house item, I would have to bring the tiller in. That means taking it to a local Sears store and having it shipped off to the repair center, which I believe is 40 miles away in Allentown, and waiting about two weeks to have it sent back to the store, whence I would have to pick it up.
I read the the maintenance agreement. It says, If the reverse side of this certificate indicates Shop Service, you must bring the covered product to a Sears Repair location and pick it up following completed service. I looked at the reverse side of the form. Nowhere on it are the words Shop Service. It simply says SERVICE LOCATION: Repair Center. I argued this point to the Sears representative. I said that a reasonable person had no cause to believe that this bulky item required delivery to a Sears store for further shipment and maintenance. I said that at no time was I informed of said requirement, which would be difficult for me to do. She just said That was Service Location: Repair Center means -- that you have top bring it into a repair center for service.
I've owned numerous big-ticket Sears tools and appliances in the past -- lawn motor, shredder, rotary tiller, for example. I've had maintenance agreements on each. Now I have canceled the Sears MA on the tiller because it is too much trouble to transport the thing back to the store. Further, I'm disgusted at what appears to be the deceptive trade practice of selling the maintenance agreement without informing the buyer that it may require In Shop service and not a house call. I further consider that Sears is not even meeting the language of its own fine print by not putting the words Shop Service on the front of the contract.
Sean of Pomfret MD (05/04/08)
I purchased a Sears riding lawn mower on 9.25.2007 and paid for assembly and delivery. Upon the first mow this spring, on 5.3.2008 the entire drive belt for the tractor disengaged (no apparent trauma - just kaput). I called into Sears service, and after 15 minutes of we can't find your phone number in our system (even though it was printed on the receipt right under my name and address), I finally got to the right person and confirmed that my tractor was indeed under the warranty I paid for, but it would be 15 days before anyone could come out.
I called my local rental tool repair shop who also works on mowers, they are picking it up tomorrow. This is the last large purchase I will ever give to Sears for the rest of my life. If I'm going to be on my own, I might as well shop at WalMart or Costco and go all out. I hope Sears is sold and they close all the stores. What's the use?
$150 in local repair costs and a beautiful 75 degree Sunday ruined by me feeling like I've been cheated again.
Kathy of Rainier OR (05/01/08)
I set up a service call to have my garden tractor serviced three weeks ago. I was given the option of a morning or afternoon service call. I chose morning. When I received the confirmation call the night before, they indicated the time would be 8am - 5pm, NOT the 8am - noon I had chosen. Well, no one showed up in the morning so I called. I was told the service window was 8am - 5pm. I told them that I was offered something different. They apologized but gave no reason for the discrepancy. I was told they were sending a message to the tech and I would receive a call as to when he would arrived.
Two hours later, I called again, after receiving no call. I was again told that they were sending a message and should receive a phone call. In the meantime, I sent a message to customer service on sears.com. I received a call at 3:30pm from someone at customer service. She asked if I had heard anything...nope...nothing. Then I was told the tech's computer was down but he should get the message now. It's 5:45pm and I have not seen nor heard from anyone since that 3:30pm call. So I wasted a day off work for nothing. Still don't know if they will reschedule. I tried calling customer service again but got disconnected in the middle of our conversation. They are only in my area one day a week. I will NEVER shop there again!
Missed a complete day of work. Had to call someone at the last minute to pick up my child at school...which is why I chose a morning appointment. Still don't have the service work done.
Roger of Maynard AR (04/28/08)
I purchased a new Craftsman LT1000 mower two years ago after the salesman tells me that they have a new company building their mowers(Electrolux). Three months after purchasing it I have problems engaging the blades. Took it to sears and they cannot find anything wrong. Have had this problem continuously. After each winter the blades are froze up and the pullies. Now I go out to mow and hear clank clank and the motor is locked up. I am told that it will cost over $700.00 to replace the motor. I will never buy another Sears product!
John of Amity AR (04/27/08)
I have had trouble with the DLT 2000 Mower I purchased from Sears since I bought it. It would hardly back up on a slope and the tech that came out to check it said the mower was not meant to back up on much of a hill. I was not told that when I purchased it.
I have had many minor problems and now the hydro transaxle is going out. When it warms up it will not pull much of a slope. The elctric clutch is also going out and kicks out and in and makes me go back over the cuts a lot. The plastic hood also broke off and I had to fiberglass it back together. The transmission ( transaxle) is sealed and cannot be worked on or have fluid checked or added. You have to purchase a whole transaxle ( $500 to $600 for part) and a clutch is between $200 and #300) That is not counting labor. Just about as cheap to purchase a new one.
Faith of Nederland TX (04/25/08)
I just purchased a Craftsman front wheel drive lawnmower and was told that if it didn't work out, I could return it. Well, the front wheel drive does not pull the lawnmower through my yard, and my grass is not tall but average height. That front-wheel craftsman has to be pushed and I have arthritis and need a mower that moves across the lawn. The manager wants to charge me a 15% restocking fee.
I feel that this is a form of punishment (not customer service friendly) and do believe that if I do not get 100% reimbursed, I will never return to Sears again. Neither will I recommend them.
If Sears has to refer an attorney to its customer, I find that to be ultimately pathetic customer service!
Paul of Colorado Springs CO (04/22/08)
I ordered parts online that I paid for in advance and did not receive. After going three rounds with so called customer service reps at Sears, I would STRONGLY urge anyone considering buying ANY product at Sears to shop anywhere else. If you buy a TV or yard equipment from this company do NOT expect to be able to buy replacements parts for even Craftsman labeled items. The mower deck lift lever on my tractor has broken twice and is now unavailable. Save your self the trouble and BUY ANOTHER BRAND.
Welding shop wants $250 to repair the $66.12 part. Not being able to raise and lower the mower deck is a safety issue.
Randy of Hillsboro OH (04/22/08)
I bought a new Gt5000 Lawn tractor from Sears, About 1 month after buying it, the choke cable started sticking,but would still work, My thoughts were it would wear in. WRONG! since new Sears has replaced the Choke cable 9 times and throttle cable twice. Never fixed mower, only put new parts on.
I called better business bureau and complained. Sears called , told me it was a built in problem and i needed to after builder,not them,than they mailed better business bureau and told them I probably was letting trash build up on deck and causing the overload on belts! What did that have to do with choke and throttle cable. Problem is a V twin motor with 2 mufflers and cables go by hot exhaust. cables are plastic lined and melt and lockup.They had me build shields around mufflers ( Does that confine heat in motor?) and they tried rerouting cables.
I finally gave up ,went to auto parts store and bought a plain steel choke cable Has lasted a lot longer than their cables . Also sears claims if problem disappears 90 days ,it is fixed, so all They have to do is wait for winter in Ohio (when I don't mow) and they are off the hook.
Weeks without mower waiting on service ,hours on phone , different story every time. Hours trying to fix problem myself.
Jeff of Hanahan SC (04/22/08)
I purchased a husqvarna selfpropelled lawn mower a little over two years ago for a listed price or $379 from Sears and expected it to be a quality product. It was a selfpropelled walk behind modes with a hi-vac bag. after several seasons of use the bag failed. The door grassbag part (made of plastic) would no longer support the metal rod connecting it to the opening making it unusuable.
I contacted sears for nearly an hour talking to four different tech's /support help and they said the product was out of warranty and gave me the incorrect number to husqvarna to try to resolve the matter. In my forty years of using mowers with bag attachments never have I had a bag fail after two seasons of use and I did not expect such poor service from one of the most expensive mowers that sears sold.
John of Sandy UT (04/05/08)
I was shopping online for a gas grill, Sears.com offered an Outdoor Kitchen Gas Grill that I thought was reasonably priced and had the features I wanted. I ordered it on Feb 22, expecting arrival in 5-7 days. It was delayed by 45 days. As I was checking the status I noticed that the unit I ordered had new verbiage describing it as a two piece unit and that both had to be ordered to achieve the full look. Suspicious of the change, I emailed Sears.com. They confirmed that it was a two piece order and that if I wanted the second piece to complete the unit I would have to pay $800 more. I had copies of the original web page both before and after I ordered this unit that clearly described the one part number as the complete outdoor kitchen. They insisted that I was wrong. I offered to fax them copies and they suggested that I could fabricate anything. I asked them to check the history of their posting, they said that was impossible.
I found a price match guarantee that included Sears and their affiliates. I offered my copies of the web page to get a price match. they said it didn't qualify. Each time I wrote them they only had can responses that quoted their disclaimers. I elevated as high as possible and was finally able to convience one supervisor to look at fax copies of my proof. You guessed it she had a disclaimer for that too. They did offer me a 10% discount on the new second part number.. woo-hooo! When I gave up they actually wanted to charge me a 15% restocking fee. After much discussion they said they would request that be waived. Avoid Sears.com. Can you say Bait and Switch? Even if was an honest mistake they made me pay in advance, it had an extensive delay, and the assumed zero accountability nor did they honor what I ordered and paid for. Buyer beware of Sears.com. If you don't think one of their 1000 disclaimers will apply think again. They are covered. So they think.
My intention was to order a gas grill in the winter months to avoid prime time pricing. Now I have to find a grill at top dollar prime time spring time. They held my $1000 for about 45 days.
Wendell of Hebron KY (03/11/08)
I have a snow blower/thrower I bought in late 2004 from Sears. It only has been used a handful of times (we get infrequent heavy snows in Southern Ohio/Northern Kentucky. In Late '06/ Early '07 the traction drive went out on the machine. We were moving homes at the time and there were no immediate snow issues so I did not address it until later in '07. The warranty still applied. A service tech came to our home and fixed the blower. I was away and it was summer so when I came home I did not think to start-up and test the tech's handiwork.
On 3/8/08 we had 14inches of snow. The blower's traction drive functioned normally at first, but failed, just as it had before, prior to me completing my driveway and sidewalk. I live in a modest development and do not have much of a driveway. I called Sears who quickly scheduled a tech to come out and told me that if the tech did not do the repairs per the estimate they gave, I would be responsible for a $90 service call. I advised that I thought they should come and facilitate the repair that had obviously not been done correctly in the first place. A customer service representative called me and advised that, as the warranty expired in Nov. 2007, the best they could offer is a 20% discount on the repair. No amount of discussion would sway Anita's position and the conversation ended after she stated everyone calls in and says they haven't used their equipment, but that it broke. In other word: You're lying to me, just like everyone else. I obtained her boss's name and requested that he return my call because he was currently in a meeting.
Nothing yet as I refused to allow them to send a tech out that would charge me whatever he/she wanted. However, I have a very bad back and my wife is pregnant. What will I do if we get snowed in before this issue is resolved? Who will pay for the snow blower repairs if Sears will not address it? How much time will I have to waste because they think everyone is lying to them but their product is shoddy?
Valerie of Lancaster CA (02/22/08)
I brought my lawn mower in for repair as it had no power and was stalling. I was told to leave a deposit of $29.99 which was to cover the diagnostics, and if I had the mower repaired they would apply the $29.99 to the labor cost. When I returned to pick up my mower, in addition to fixing the power/stalling problem with a spark plug and some RPH' adjustment, they decided to change my blade and replace a knob (which was not broken when I brought the mower in for service). I protested, and the clerk took off the charge for the blade and the knob. However, when I inquired about the labor charge, he stated that the $56.99 was the minimum charge for labor. I then asked where I would know that from. They don't have it posted anywhere. They do have a big sign saying that the maximum charge I was guaranteed was $100.00 per service per lawnmower but nothing about minimum service charges or how much their service charge is per hour. I am confused by this policy, but basically I was told that I was liable up to $100.00. Don't these repair facilities have to have their charges posted and in a straight forward language?
They did remove the charge for the blade and the knob; but I never did get a clear answer if I was also being charged the labor for these items, which I did not order or authorize.
Ralph of Spring Branch TX (02/17/08)
In 2002 I purchased a new DLT 2000 riding mower from Sears. Living in Rockport, Texas at the time I would have to mow my one and one half acre lot at least once a week. Each year I replaced the blades because the sand in my lot would pretty much eat up the blades. I only had one problem with the mower and I called and talked to a Sears technician and he helped me over the telephone to fix the problem in about 5 minutes. This mower is still going and working fine after 5 years. A little preventative maintenance and clean up after every use will make you a happy man with the DLT 2000 mower.
Willis of Rocky Face GA (01/05/08)
I tried to return a Lawn Bagger purchased on Nov 30, 2007. It was in the original box, in like new condition, with all attachments. The bagger did not fit my Sears mower, despite manual indicating that it should. I objected to the 15% restocking fee. Manager never looked at what I returned, declined to waive the fee. I kept the product intending to pursue this matter at a higher than manager level. I am a long time Sears customer who expects the No hassle return policy, but it appears that policy is now only a marketing ploy. Sears may have lost my business permanently if this remains unresolved.
June of Winchendon MA (12/16/07)
Two of the fuel lines came off for some reason. I am willing to put them back on, but the manual doesn't provide any information on them. This doesn't make sense to me!
Heather of Castle Rock CO (12/16/07)
I purchased a $2000 riding mower and less than a year later the transmission is shot. Nice, huh? Sears offered to give me discount on another one. Dumb once- not twice!
I have a brand new machine with a bad trans. It is over $1000 to fix.
Stephanie of West Roxbury MA (12/16/07)
I placed an order online for a table saw with Sears.com and it advised pickup in 3-5days. On the 6th day I received an e-mail saying goods were ready for pick up from the Dedham store. I went to the store and they said they didn't have it. The Sears.com rep, Holly, advised me that the e-mail for pick up is generated when the store scans the goods received and that the goods should have been at the store. After an hour of waiting, the supervisor called around all other local Sears stores to find the item, to no avail. The stores would say they had it showing on the computer but on inspection of the physical stock they could not find it. There is something fatally flawed in their stock control program. I was given a $25 gift card for all the hassle they caused me and was advised to order it online for home delivery (rather than store pick up) and that they would reimburse me the delivery charge. I went online to order the product again and completed my transaction successfully on 12/15/07. Later that same day I got an e-mail from Sears.com saying they had cancelled my order because the item was not available for delivery. I am very aggravated by this whole process and can say that I will not be ordering anything online at Sears.com again.
The item was to be a Xmas present for my husband. I ordered it well in advance of Xmas, 12/9/07, and expected my order to be honored by the store.
Mike of Kennedy NY (12/14/07)
In spring 2005, I bought a brand new GT5000 garden tractor for mowing and plowing snow. Since I bought it I have had the following headaches: a tech to my house to replace belts and parts on the mower deck., difficulty starting, will not start in temps below freezing, put in a new battery, no change in starting performance, and the front tire does not hold air. Currently the mower deck needs to be fixed AGAIN. Now the tractor will not go in reverse. Calling Sears IS A JOKE. Numerous hours on the phone, pass the buck, run around, we can't help you , not under warranty, etc. I spent thousands of dollars on this tractor and after 3 years it is JUNK. Sears does not stand behind its products. I should not need to get an extended warranty to get support for a 3 YEAR OLD TRACTOR. Sears will NEVER see a cent of my money EVER AGAIN.
Roger of Rockport MA (12/13/07)
I purchased a set of deck furniture from Sears and after assembly and the first rain storm, it started rusting. I called Sears and after 3 or 4 tries they finally agreed to pick it up and credit my account. It was picked up in October 07 and my account was never credited. I called and got a guy named Rob and he said he needed more info and told me I was all set. I just got my December 07 statement and it is still not credited.
Hartwell of Kingstree SC (11/19/07)
I returned the Lawn Tractor back to Sears Roebuck in Lake City Sales in July of '06. I hope that this problem can be resolved without having to pursue something further. The store manager stated that the lawn tractor was abandoned by me. I didn't know any other way to tell him that I no longer want the tractor. He tried to force me to take the tractor. The tractor was returned in the allotted time.
The manager is reporting false information to the credit card company and creditors that the lawn tractor is still in my possession--a lawn tractor that cost $1897.38, that I returned because I had problems with the tractor from day one. The tractor wouldn't start, the reverse gear didn't work, and several other things were wrong with it. This could damage my credit.
Robert of Kinderhook, NY (06/23/07)
I own a two-year old Craftsman lawn tractor that won't start. I scheduled a home repair through Sears. Next available date was 2 weeks out so I took it.
On the day before the blessed event, I got a call form Sears reminding me they would be there sometime between 8 - 5. On the day of the appointment, I called to re-verify the repair. All I could get was an automate voiced telling me the repair man would be there by 5. At 5 I get a call from Sears telling me the repairman was tied up on another job and they would need to reschedule me - the next available time would be in 2 weeks!
Wayne of Bailey MS (05/12/07)
The product is the Craftsman Garden Tractor, Model Number 917.276011. The part in question is the PTO Switch, Part Number 174652. The switch has failed and been replaced three times after 3 to 5 hours of operation. Customer service phone numbers provided in Owner's Manual result in inept response or being shuffled to another number, with extended waiting, or being disconnected.
Service calls to home are available at $75.00 minimum. Talking to a competent service technician has been totally removed from Customer Service as per phone conversation with representatives.
Jim of Orange City FL (05/05/07)
I called to get my Kenmore gas grill repaired under warranty. I was told I cannot take it to a repair center. A serviceman would have to come out to repair it. They said there is a $99.00 trip charge to repair it under warranty. The warranty is for the service and part, not a trip charge. I paid $199.99 for the grille and to get it repaired under warranty costs $99!
Charles of Denison,Tx TX (04/06/07)
I purchased the top of the line power lawn mower from sears in Los Angeles, CA about four (4) years ago. The thing would never start with one pull as advertised. I have taken it back on several occasions and it till this day will not start at all. I am tired of pulling the crank with no results. My most recent experience was here at the Sherman, TX Sears same resultss. They in turn sent it to Plano Sears repair facilities and the darn thing still doesn't start.
I have been fighting this machine for over four years with no positive results. I believe that Sears should provide me with a replacement piece of equipment (one that will start with one crank as advertised) I do not think I should take it back to their repair facility any more
Douglas of Norwich CT (11/13/06)
2 weeks ago 11/08/2006 I was muching my leaves with my Garden Tractor and once I put them in a pile my wife and son was going to take a tarp and put the leeaves on that and take it away! I was going to put my 3 bagger attachment on my tractor and finish it up! While I was doing that my neighhbor yelled over to me that there was a fire where I was. I walk with a cane and saw their was a small pile of leaves were on fire. I took my cane and swept them from underneath the Tractor but it didn't help, the leaves were all out of control. So I got up tried to walk fast my sneaker fell off and I left it there and called 911.
The fire department came and put it out the Tractor was all melted the seat anything rubber, and steel. The Chief Inspector of the fire department said it looked like some leaves went up to the exhaust by the engine and that being hot caught some leaves on fire. He said if anyone needed a copy of his report He would have a copy of it at the Yantic Fire Department! I told him I have coverage with Sears and he said in case you need it for your home owners insurance! I have a 500.00 deductable and being 6 years old I wouldn't get much, but my warranty from Sears was good til Oct 2007.
So I called Sears and they sent someone over a week later and he said it wasn't covered. I said. what do you mean it's not covered? He said it wasn't under the warranty, this was Ron. Then I called Sears up to talk to them and they patched me over to the Service Manager and he said it wasn't covered! I have all my appliances from Sears and warranties to go with them just in case but if their not going to honor their warranties why have them?
The whole Garden Tactor is melted I asked Sears if they could move in the back so it wouldn't look so bad being in the front, Ron, said he couldn't do it and left! So my son and I used my car to drag it in the back.
Gerald of Sequim WA (08/09/06)
We purchased a high end lawn tractor/mower nearly 2 years ago. The mower belt snapped and we went into the Lynnwood Sears store to purchase a new belt. The person who assisted pulled a belt from stock and handed it to us as the direct replacement. It did not look right - thinner and not as long. But, we took it home (65 miles away), and sure enough, it was the wrong belt. It was quite expensive. I went online and ordered the belt over the internet, and returned the belt to the store where it was purchased. We ordered the belt on July 21st 2006. We were told it would take 4 to 6 days for us to receive the belt. It never arrived.
Contacting Sears resulted in a run around: it was backordered, but shipped to you today was used repeatedly on the 27th of July, on the 3rd of August and again on the 9th of August. Still, no belt. We live on 5 acres in the country, and this summer is especially prone to fires due to the higher than normal heat. It is critical to keep grass mowed to reduce the danger from fire. If we haven't received the belt by Monday of next week, (August 14th), we will have to hire it done, at a cost of at least $300. All this for a single belt that only cost $50 including S&H. We were repeatedly lied to by the customer service people as to when it was shipped, then told it was back ordered, then shipped again, then backordered again and so forth.
Obviously, we paid for it in advance, and Sears didn't have any problem collecting the funds for the purchase. But, they don't seem to care that they have not performed. What is most disappointing to me is that I have lost faith in my neighborhood Sears and the corporation overall. My tractor is less than 2 years old, yet they don't stock parts for it. We always considered Sears to be one of America's most dependable corporations, and they had a great reputation. Well, it isn't going to take them long to destroy that at this rate.
Heath of Willcox AZ (08/05/06)
I have purchased a riding lawn mower for $1,080.99. I called my son 90 Miles away in to come and pich it up. I asked the guys for the key and we waited, we then had four sears employees help load and me and my son left. about 60 miles away I discovered that the lawnmower key was no in it. I called my wife who was still in the area, and she went by and waited for about 15 minutes. when she arrived home it was the wrong key and model. I called and there was nothing they could do but mail the correct one.
Another gentleman (Zack) Stated that the key are universal. The other issue was that the plastic around the key hole was still there and the key would not go in. Zack said it should fit, i mentioned that I could get it in but the ignition will have to be replaced later, cosmetic of ripping the plastic. I got the key in and nothing, the battery is good but it will not turn over all. A process for 3 hours by now. They said I could load it back up and drive the 180 miles round trip to exchange, there was no other mower like the one I had earlier in the day but now there is. I told them it cost me around $50.00 dollars in gas each trip.
I am returning the product and I have gotten no where with management for my trips back and forth. I will return and never shop there again. I also bought a washer HE4 and Dryer HE3 from Sears and had a close call with the doors being loose.
Larry of Waldorf, MD (08/01/06)
As a longtime Sears Craftsman customer, I recently purchased a new Craftsman walk behind mower. The mower constantly stalls, the push handle will not remain secured, and the grass catcher bag split it the seams after the second use.
I went back to the SEARS store to file a complaint and request for a replacement mower due to the numerous problems, but was told nothing was wrong with the mower.
I had to go out an purchase another mower after only owning the Craftsman mower for 4 months. Total cost for both mowers = $890.
Wallace of Barre VT (07/25/06)
I purchased a garden tractor from the Sears, Barre VT franchise store. It has been nothing but problems. I have called repeatedly for the past 2 months and gone online to get svc for it. I am put on hold for over an hour repeatedly and then disconnected. When I do get through they tell me a supervisor will call. Then I received a notice of recall for the fuel tank outlet. They tell me that they have to fix the recall problem before they can send out someone to fix the other problems (about 15 different things!) They say they can't send me the part(s)for the recall until about August 4th, (2 weeks away) and then when I get the parts I am to call and they will then schedule someone to take care of the recall issues. After he/she finishes the recall issues I then have to call up again and get an appointment to fix the other stuff.
My father worked for Sears for 35 years, 27 as a store mgr! If my father didn't work for Sears I would have sued them 10 times over especially over this tractor! Apparently Sears doesn't know that here in Vermont, the grass cutting season isn't like other parts of the USA. My tractor has been out-of-service more than it has been in-service! One of the problems is that the mower which supposedly floats tears up my lawn like crazy.
My lawn looks like someone deliberately skimmed the grass which will require either reseeding and/or replacement with sod! I have had to use a hand mower to mow what the tractor was to cut. (Even that mower has had to be replaced three times by Sears). I have easily spent seven hours on the phone and/or in person at the franchise store.
Mike of Spokane WA (07/24/06)
I purchaed a lawn mower from Sears 2 years ago, the first year we used it three times, last year not at all, this year on the second time I got it out the guard snapped and jammed the blade causing the motor shaft to bend. I informed Sears that after cutting my grass a mere five times that the fault lay with them and that they should repair it due to inferior materials being used. They told me that it was out of warranty and no matter how many times it had been used it was still out of warranty... If I had actually used five times the first year I am sure that the problem would have occured within the warranted period. It doesn't matter whether it is outside of the so called warranty if it broke due to inferior parts then it is they that should repair it, the actual cost of repairing the machine is more than the cost of a new one and I am not going to throw good money after bad by paying more for a repair than the cost of a new machine.
Dave of Lawrenceville GA (07/22/06)
Several weeks ago I brought a lawnmower in to a Sears repair center, until today, I have had good customer service. I brought my mower in because it had a gas leak in the carburetor and specified that was my only problem and did not want anything else done. I paid the $30 service charge just to get them to look at the mower and also specified that I didn’t want nor need a tune up. When I went to pick up the mower I was charged another $20 for the tune up that I never wanted in the first place and $ 28 worth of tune up parts that I also didn’t need. I got them to take back the tune up parts ($28) but was told that since they had done the labor for the tune up they were going to charge anyway.
I picked up the mower today, and it still leaks gas in the carburetor, just like it did 3 weeks ago, I was told I could have them look at it again, but I would be charged any additional parts to correct the problem. (That should have been corrected in the first place). I don’t feel that my mower should be someone’s OJT project. I had asked if I could get a full refund since I spent 3 weekends running back and forth spending over $50 for a lawn mower that still leaks and was told that a refund was not to be, because the people who worked on my mower have to be paid, regardless whether or not the fix your mower. So I ask you, where is the incentive the do it right the first time, why not just practice on everyone’s mower and if it doesn’t work, so be it, you’ll be paid whether you fix it or not.
Karen of Echo OR (07/13/06)
On the first repair the technisian was to fix a flat on our riding mower he did that but he also ran the mower into our pickup he didnt even tell us he had done that. So sears made him come out again all he did was twist on the top of the mower so it would shut. We have had sears out here about 9 times since we bought this mower the whole tire including the rim will come off when mowing or just going to mow. wE HAVE $1100.00 worth of parts sitting in our yard becase Mike said its a piece of junk its not worth fixing.
So they sent out Mark he talked to stack they said fix it so Mark said him and Mike would come out July 12,2006 and go through this mower from top ton bottom.They never showed up.So Icalled Sears they saidv he had been here and completed the work Itold them that noone had been here because Iwas here all day. And the parts were still here.Their suppose to come tommorow July14,2006 between 8am-12pm.When Mark was last here he did an ajustment on the mower and I can walk fast than it can go.Ihave been told that if a tecnician says replace it they will but thats not true.
Michael of Riverdale GA (06/07/06)
April 6, 2006 I delivered a Sears lawn mower model # 247.376.381 serial #K177k30062 to be repaired to the location on Sullivan Rd in College Park GA. Promised repair date 4/18/06. As of 6/7/06, no product available. $/11; contacted to authorize $200 in repair over phone, which I did. 4/18, contacted Sullivan Rd location, informed lawn mower repaired and in transit. Visited location 3 more time, because phone mumber given by 1-8004MYHOME (sears toll free) was never answered. Called toll free number more than 10 times; repaired and in transit. Visited Sullivan Rd. Spoke to Juwanda in Tucker; told she would find. Never contacted. Contacted 1-8004MYHOME again; reached Ken in recovery promised a call that day. Called at 10 PM, promised resolution by 6/606. Never called again.
Sadie of Stanfield NC is just fed up with Sears in general (3/18/01):
This is word for word a complaint I sent to Sears customer service site after one too many incidents of bad service:
I don't know why I would turn to customer service to email this. I do not consider myself a customer of Sears, and have not for a the past 8 years. However, after my husband faced a similar situation as the one that caused me to never visit a Sears Store again I decided it was time to tell someone of our mutual dissatisfaction.
My husband was greatly pleased to read about, in the Sunday paper (March 17, 2001), about a particular lawn mower sale going on at Sears with a savings of $300 on a $1599.99 Craftsman lawn mower. Having only the weekend free to make this purchase and the sale only good for three days, he decided to use his only day off to make a three-county drive to Charlotte North Carolina (1 hour one way from our residence).
He was so excited to be getting the lawn mower he has saved for, only to reach the Sears store in Charlotte (Eastland Mall exactly) to be left standing for 45 minutes waiting for someone to assist him. After approaching several personnel and asking for assistance he obtained the assistance of a man who had no idea what he was doing and had to get someone else to show my husband the mowers. The second (dare I say) gentleman had no idea of the sale and informed my husband that no lawn mowers were available in stock.
My husband promply told them that he would take his business to Lowes from now on for home and garden needs.
I had a similar experience when I went to buy clothing for a business trip 8 years ago, only I was ignored altogether and when I did receive assistance the lady told me I would have to find it myself. When my husband first told me of the sale, you can imagine what I said in remembrance of my encounter. Nevertheless, he remembered his first trip to the big city with his grandfather about 45 years ago to make a similar purchase from Randolph County and wanted to make the trip not only to buy a good lawn mower, but to make the trip in memory as well.
His grandfather always believed that Sears stood behind its product. I believe Sears should stand in front of it, the lawn mower, make that prone. Nevertheless, Sears has lost a sale, and I have a very disappointed husband. You can be assured that Sears is not a store we will take the time to purchase a thing from.
Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
|
