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Sears Home Central

The Company's Advice

To all authors regarding Sears repair service,

I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.

Thank you,

David V.
Senior Case Manager

kathy of Guelph, ON October 7, 2009

I am writing in regards to a unjustice that was done to a neighbour of mine. This couple is in their late eighties and live alone, they purchased a Berkline swivel, rocker recliner in November of last year,to the tune of almost 700.00. After about a month or so the chair began to lean, this was informed to customer service at this time. They sent out someone to repair the chair (which I thought should have been replaced after having it a short time.). The techinican said it could not be repaired, so my neighbour was again got in touch with customer service, it was then stated that the company that made the chair was no longer in business, and they would send them a check for 200, to cover the inconvience or whatever.

I dont know whether you were trying to take advantage of this couple as any reputable company would have replaced it with something comparable at no charge to the customer, this was not even mentioned. I do feel that you should replace this chair for the couple who are on a limited income and she saved a long time to buy her husband this chair, not only that it took you just about a year to send this woman her 200 check, she now has a chair that this gentleman can not sit in comfortably and he is not a heavy man by no means. I would hope you would look into this for me as I work in the service industry and know a lot of people that would take their business elsewhere because of this situation , they thought it was outrageous how you settled this matter. This woman has been a loyal Sears shopper for many years she is 87 now, and is not happy to shop with you again because of this matter. I look forward to hearing back from you.

Lew of Calgary, AB October 4, 2009

I bought a set of sheets from Sears on June 15, 2009. I didn't use them immediately, they are for my spare bedroom for company. I put them on when a friend came to visit, and after I washed the sheets, the fitted sheet was impossible to put on the matress, they had shrunk so much, also the pillow cases have shrunk so much that the pillows do not fit all the way inside. Why would Sears sell something like this, everyone who bought them must have returned them with the same complaint, and yet Sears continued to sell them without the known problem.

I tried to return them, but Sears put in a new policy this year that one month is the maximum time that you have to return an item. I always used to think that Sears was a satisfaction guaranteed kind of store, but I guess they have so much garbage coming in that their quality control people are overwhelmed and must not be smart enough to catch stuff like this. I can't find an address for the manufacturer "INSPIRATION GIII HOME Collections" Queen Sheet Set Made in Pakistan.

James of Port Orchard, WA October 1, 2009

My machine is a direct drive, using a plastic coupling between motor and gearbox. The plastic coupling is a "slip on" type and strips out allowing the motor to freewheel and not drive the agitator. I called Sears parts and found that the coupling could be ordered and overnighted. I paid for overnight shipping and my receipt was sent via email. The receipt said I'd receive the part in 7 days. I'll wait, but this part will fail again because of poor engineering.

penelope of el cajon, CA September 30, 2009

I had set up and appointment for Tuesday Sept 29th for repair on my refrigerator and was given an appointment time of 8-10. At shortly after eight I got a phone call that they were running behind ( how do you run be hind at 8 in the morning) and were changing our appointment till after 12. I then had to rearrange the errands again back to the morning. I was home by eleven thirty and found a message on my answering machine from the tech saying he was at our house at 11:15 and we were not. So we would have to reschedule. I called the number they left and spoke to a gentleman named Sheldon and said I wanted my appointment they had committed to be carried out. Sheldon was very rude and continued to say YOU MISSED YOUR APPOINTMENT and I needed to reschedule for I was not there for my appointment time.

I took him as I am telling you this is just not acceptable customer service. How can you change an appointment without telling the customer and then blame them. That is just poor business. I do not know what to do about this as they said there was no phone number to call and were very smug about saying so. After I told him he could count on me finding a number or writing he did call back and say he was calling in a favor and the repair man would be to our house sometime before four. He let me know this was his doing not mine.

The repair did indeed come about a half hour later and was very nice and was totally unaware of what we going on. I ask him how he got his calls (before telling him our problem) and he said they come up on his lap top and he just goes to the next address given him. So as you can see it is not the repairman it is your scheduling department. Even with the call saying he was going to get me service Sheldon was very condescending.

Again, yes I did get my service and when I called this morning to your phone number in Chicago they gave me back to the office that scheduled the appointment where I talked to a “Katie” who said yes she saw the notes on the call and wanted to know why I was still complaining when I had the service. Her Attitude was you really cannot do anything about this so why are you still complaining. The point is this should have never happen and I would hope I did have a voice that Sears still cares to hear. I understand that things happen and I am not as upset about the tech missing the time as I am the attitude of the staff and their “what, you think we care about you” We have a house full of Kenmore appliances and a garage full of craftsmen tools and between my husband and myself about thirty years of using a sear card or store.

DENNIS of North Grafton,, MA September 30, 2009

This is not a complaint about anyone or anything relating to this store. On the contrary, I have always been more than satisfied by both personnel and related facilities. I wish to raise the following issue/concern. Recently, I was about to purchase a 1150.+ tool chest to make use of and receive Sears 6 month, no interest installment plan. I was told the only way I could do this is if I opened a "new Sears Plus" credit card account.

Now I have been a responsible customer as well as a credit card holder for over 40 years! At times when I did not pay cash, I used my Sears card and, I believe my credit report at Sears will support the fact that I have an excellent credit history. My question/concern is as follows: Why should a loyal, long term customer with an excellent credit card history have to open a "new account" in order to receive a benefit that is offered to an individual who is coming to Sears "off the street"? It doesn't seem fair or an effective way to retain past customers.

I did not purchase the tool chest. I will go elsewhere within the next 48 hours to purchase a comparable tool chest although I would have preferred to stay with "Craftsman" since most all of my current tools are "Craftsman".

Richard of Slate Hill , NY September 27, 2009

Nothing about the people. It's about the sales check. After paying with my ccard (master) it tells you the last 4 digets. But also on the receipt it tells you the amount of money you have left on the card. Should not do that. I did not ask for a balance on my card. Thats good for ID thief. They only need 8 more #s. They know the first 4 and the last 4 and your balance. I think this should not be on your receipt.

rebecca of evansville, IN September 24, 2009

my family have been devoted sears customers for years never had any problems until now.Yesterday I got two coupons for store or online purchase,the coupon was really a great deal 10 dollars off any purchase in the juniors department I thought great I have two teen daughters when they got home from school I was so excited to send them there to shop as I'm trying to get them to be better shoppers and get them away from some of the mall stores that are just crazy expensive and there stuff to me is low quality.Needless to say they looked at me like I was crazy I convinced them to just check it out .

After a hour or so they called to tell me what they found and seemed really happy with it.I went on to get yet another call from my oldest daughter who was really upset she said when they got up to pay,they told her they were no longer accepting these coupon because they had problems with people abusing the coupons and coping them .I told the girls to put everything back and come home and how sorry I was.they kept our coupon and made my girls feel stupid and it really upset me here I am trying to teach my girls better shopping habits the listened to me had fun and even found some things they liked I asked them to go up and ask for the coupons back but being teenage girls Mom that's embarrassing we just want to come home and said its okay I told them its not ever okay to be treated so rudely .I hope you can right this wrong I'm going to make a copy of my e-mail to you and show my girls I truly believe in standing up for yourself and want them to do the same I don't know if you have kids but I think most parents would agree.Thank You for your time

Shay of Centennial, CO September 21, 2009

There have been so many complaints about Sears' "restocking fee" policy that I'm not expecting any action. I'd just like to add my two cents (or rather my 30.60) worth to the dialog. In December I purchased a Hoover Steam Vacuum Carpet Cleaner from the Littleton, Colorado Sears Roebuck store. What came out of the machine was colder than the hot tap water I put into it. It neither steamed nor cleaned. When I called the Hoover customer service number to ask why there was no steam coming from their "steam cleaner" they told me "Oh, that's just the name." I returned the machine to Sears within 72 hours.

I was charged a 15% restocking fee. When I complained, I was told that this is standard practice if the packaging has been opened. How exactly one is to know that something doesn't work without having opened the package, they weren't able to explain to me. This is nothing but a blatant excuse to extract money from customers whether they keep their purchases or not. This was my first Sears purchase in years and my very last ever.

Sylvia of Montclair, CA September 19, 2009

I took my Kenmore, canister vacuum cleaner to Sears repair , as the brush was not turning. I informed the service receptionist of the problem and thought perhaps it just needed a new belt.I was told to pay 29.99 and they would diagnose the problem,I expressed my discomfort with that but having no other options I paid the 29.99 fee and left my vacuum with them for repair of the brush. I recieved a phone call from the repair department about 3 days later, informing me they could not repair the vacuum as that model had been discontinued and there were no parts available and I would be called when I could pick it up.Several days past and I called Sears repair and they said I could pick t up anytime. Today(September 19,2009)I picked up my vacuum & inquired if my 29.99 would be returned, due to the fact that they were not able to repair it and they were aware of that when they took it in. They said No and that was that. The service man placed the vacuum in my car. I went directly home, as I was trying to remove the hose from the canister I was aware that the button was gone and only a bare spring was exposed. I went directly back to Sears and after a long wait and several explanations to employees the manager came out and the end result is I have to talk to their facility in Fontana, CA as they did the repair and Sears in Montclair is only the drop off point,So, Here I sit with a vacuum in worse condition than when I took it in for repair. I've not removed it from my car so I don't know of any other damage it may have. I am just very sad that Sears has changed from the store you could always depend on to "sorry lady, tough luck!"

Kenny of Tatum, NM September 16, 2009

I went in to buy a part for my Craftsman tiller. While I was there the "manager" turned 2 people away because they didn't have a model number. One man stated he just bought the weed trimmer there a month before and asked if they couldn't look at the shelf and and work from there. The young man at the counter said NO you have to have the model number or we won't help you. The man asked to speak with the manager and the young man stated he was the manager. The customer then asked if there was someone higher up he could talk with and the young man gave him a card.

A second customer had a pulley he needed replaced and again with the same rudeness the young man at the counter informed him he would not help him if he didn't have a model number. The man explained that his machine was so old the model number was not on it. The young man who claimed to be the manager said he wouldn't help if the customer didn't have a model number. Now it is my turn at the counter. I did have a model number. This young man wants to know what I want and I tell him. He said it is two pieces which I thought was one piece.

I asked if I could see a picture of it so I would know I was getting the correct part as I drove 90 miles to order this part. He was rude and told me well you should know what you want. I told him I do know one thing I won't ever buy another Craftsman again since the parts are so hard to come by.

When I gave him my address to ship this to he wanted a physical address which where we live really doesn't exist, we get our mail at a PO Box. Finally I gave him my wife's work address and then he says well they may not want to ship it UPS what is your mailing address. The whole time dealing with me and the other two customes this employee was short in response and very rude.

The consequences are that this store lost two sales, two opportunities to serve customers and ran a third customer off. I did order my part (I hope he actually ordered it as I have NO faith in him now) And I seriously doubt that I will be purchasing Sears Craftsman products again.

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