• Report:  #1508528

Complaint Review: sears appliance repair -

Reported By:
joanne s - ewa beach, United States
Mon, May 31, 2021

sears appliance repair
United States
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I have been a customer of Sears for all of my adult life. I have bought the majority of my appliances there and also repaired my car there 90 percent of the time. I have never been so disappointed. I am a working mother of a disabled child. he is incontinent so it is important to me to have a sanitizing washer.

I had a problem with my washer not draining. I called Sears as I have done hundreds of times. I was told that I needed a part, so I put the part/repair on my Sears credit card. It arrived so I called back the tech to install it. The box looked funky, like it wasn't a new part or had been resealed. I didn't think much of it and tossed it. A week later, I got the same error message. This after I had paid nearly 500 dollars for the part and repair work. A tech came back around. This guy told me the part needed to be replaced. What? I was upset, how could a new part fail? He asked me if I wanted everything refunded. No, I just need to wash clothes. I still hadn't caught up with laundry from the first time. He said he would order a new part and call him when it comes in.

Two weeks later, it still hadn't arrived. Upset, I phoned customer service, the people I talked to wouldn't let me speak to a supervisor and read me the same script at least 50 times. After I was persistent about wanting the supervisor, they gave me an option to buy a new part. I was transferred to another department where I paid nearly 200 dollars and was promised the part would be here by the 27th.

Well here it is the 30th. Still no part. I called again and was transferred several times. I really should have just taken the first guys offer to cancel the whole thing. I have been buying clothes for myself since I work at a professional job and need to look neat and clean. I have spent 700 dollars on a repair that never happened and have ordered the same part 3 times.

Today, I went out and bought a new washer for 1050. If the part arrives before the new washer I guess I will try once more but I truly want my money back. I can't remember such poor customer service in my life. I was trying to articulate to the customer service rep in the Phillippines just how hard my life is without a washer and he tells me that he doesn't have a washer.

I'm no expert on customer service but I have dealt with upset customers before at work. I would certainly never offer that response to an upset customer ever. I have decades of good will with Sears, down the drain. I'm trying to figure out what kind of action I can take. They should not be doing business here, after reading many similar reviews online I'm convinced it's all a scam!

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