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| - I want to start out by saying, I was a big fan of Sears. My husband is a woodworker so Sears was always my go-to place for Craftsman tools to stock his shop. After my recent experience with them, I will NEVER purchase anything from there again. We bought a refrigerator from them 2 years ago and it has already broke. We tried to get help from Sears customer service to figure out what we needed to do to get it fixed, but since our refrigerator was out of warranty, we weren't getting a lot of help. We ended up having an outside company diagnose it because they were a lot less expensive than Sears and willing to come take a look. That companies technician told us what was wrong with the fridge and informed us that that specific part is still under warranty because apparently it breaks a lot in Sears brand fridges. It would have been $800 for that gentleman to fix it, he wished us good luck with Sears because we were about to get the run around, and back to Sears we went. We called to schedule a service repair letting them know what was wrong but they would only schedule an appointment for diagnosis. The technician came out and told us what we already knew, then she told us that they are only allowed to carry one of that specific part on their truck a day and she had used it on the house right before ours! She informed us she would have to order the part but they ship quickly so she would be back the next week to fix it and everything was covered so it wouldn't cost us anything. That's great news! Two months later and many customer service calls later the parts finally show up at our house!!
I can't tell you how terrible their customer service is. Unhappy with your service or the progress you are making with this company? Good luck getting a manager or supervisor because NO ONE will let you talk to one. It's like they are trained to ignore that request and keep the conversation going. Almost every person we spoke to regarding our issue or the order status of our parts was very unpleasant. They were ordered in July, then we were told they were backordered and we would get them August 25... September 20th rolls around and the parts finally show up. You can't get tracking information from anyone, specific dates, nothing. Customer service is rude and inefficient.
It's hard living in the desert and going two months without a fridge in the summer. I have spent so much money in the past two months on take out food because I don't have a way to keep food cold in my house, I don't have cold drinks, I don't have cold water. Does Sears care? No, because they already got my money.
The thing that actually made me post this is the fact that the technician is here right now (same lady, who is actually very nice) and I am getting charged $350 for labor!!! Really? Because last time you were here I was told it was covered but I guess her supervisor decided otherwise.. So, let me get this straight, my crappy, but super expensive fridge breaks, I get the run around for two months while wasting money on food I can't refrigerate, I FINALLY get the parts but have to wait two more weeks for them to be installed and now you're charging me $350? I feel with the crap this this terrible company has put us through, we should be getting some kind of compensation, not give them more money. We have made it very clear every time we've spoken to anyone how unhappy we are and haven't even received something as little as a fake "I'm sorry" let alone a real one. After telling every single person we know how terrible Sears is, it turns out they all already knew! That's including past employees. No wonder all of your stores are closing. I will ALWAYS take my business to Lowes or Home Depot from now on and will buy Craftsman directly from Craftsman.
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