Sears reviews and complaints 2940
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service refrigerator replacement warranty part technician customer service tech repair appointment washer kenmore compressor delivery order model problem repairman agreement refundNewest Sears reviews and complaints
scam and cheating!
I am thoroughly disgusted! Today, january 17, 2008, I took my three daughters to sears at kingsway garden mall to return a christmas gift that my grandmother had purchased for my 11 year old that was too small. Unfortunately, my grandma purchased the shirt in august. Even though it had the original tags still on it and I had my gift receipt in hand, I was told by "customer services" that they had a 90 day return/exchange policy. This means that I would have had to return or exchange it by november. When I objected, I was then told that new "corporate policy" for christmas returns says it must be done by january 12. I said "i'm not a regular customer at sears so how am I supposed to know what your"corporate policy is? Plus it doesn't even show a return/exchange date on the gift receipt."I then politely asked to speak to a manager who told me there was nothing that they could do for me. So... I told her that she could keep the stinking' shirt and everything that I was going to purchase and that I would be contacting my grandma (Who I should tell you has been shopping and supporting sears since she made her first purchase almost 65 years ago... A baby carriage for her baby... My dad). I hope that losing a long time customer, four future customers and maybe even all the future customers that I am going to spread the word to, was worth a $20.00 shirt! Screw"corporate policy"!
What ever happened to customer service or 100% satisfaction guaranteed? So this is what i'm left with... I have to tell my grandma that if she wants to do her christmas shopping at her convenience, that she now better question return/exchange policies so that she doesn't get ripped off. A little old lady... Pretty sad if you ask me. And for me and my kids, we left with a bitter taste in our mouths and my 11 year old without a usable present from her great-grandmother. Merry #ing christmas!
Replied
Sears - Terrible company!
Purchased Kenmore Elite Oasis Washer in April 2007. It is now Jan 08 and I cannot get the washer to work. I purchased Service Contract for washer at Sears and have called in that it is not working. Sears cannot get a service repair person to my home for at least a week. No one seems to want to help with this repair even though we purchased the...
Read full review of Sears and 187 commentsdisgraceful company
In September 2007 I purchased a large Mitsubishi HD TV from the "Great Indoors" in Scottsdale, Az. for about $2500. Based upon the recommendation of the sales person I also purchased a service agreement for several hundred dollars which would cover service and parts for a long period.
Four months later I attempted to turn on the TV and got no picture. I then contacted the Sears Service Center (parent of Great Indoors) and was told the earliest they could service the complaint was 15 days from now, which I told them was unacceptable. I am now forced to contact a local TV service company to repair (probably for several hundred dollars) a TV that is already covered by a service contract. I could easily do without TV for 2 weeks if it were not for the fact that I have a large group of friends attending parties both of the nest 2 weeks to watch the football playoffs.
I think it is disgraceful that a big company like Sears can't hire enough technicians to fix problems within a reasonable amount of time.
The complaint has been investigated and resolved to the customer’s satisfaction.
door handle keep breaking!
I have bought the Sears Kenmore HE3 Elite Electric Dryer 5 years ago. Door handle keeps breaking off and I keep replacing it. Sometime it breaks within days. It is a faulty design. There are thousands of people with the same problem. There are forums dedicated to this problem Sears has done nothing to fix the problem. Check it out at:
http://www.epinions.com/msg/show_~threads/cat_id_~17/id_~5493/forum_id_~409
I have called sears but did not get anywhere. Something must be done to make Sears respond to customer complaints.
Just saw reviews on Amazon to replace the door handle with this third party provider
http://ohiosolutions.net/high_strength_aluminum_dryer_handle
Hope this is helpful.
We have gone through four plastic replacement handles and are now trying this option.
I agree completely. We have ours just two years. Ours keeps doing it too.
Replied
complaint against sears.com
I placed an order on Sears.com for a printer in September 2007. They sent me the wrong item 1 week later.
The procedure to fix a wrong shipment is to have UPS pick up item, restock item, then issue a new item (the process can take up to a month.) The only way to get a replacement sooner is to order a new unit and to get credited once the first unit returns.
Not wanting to wait a month to get the correct item, I placed the second order. A few days later I receive a 2nd wrong item. I call to complain, and the supervisor explains that the item is listed on Sears.com, but they do not actually have the item.
Early October:
2 weeks go by without the item getting picked up and discover that the supervisor never made the request. Another week goes by without pick up and I call again. Another supervisor informs me that the pick-up has been set up incorrectly and must be redone.
Mid October:
2nd item picked up.
I check the refund status of my first order and confirm that the package has arrive. They inform that gift certificate refunds are taking a long time to process.
The item that I had hoped to order is still listed on the site and was also "on sale". I inform the supervisor, but they do not seem interested in the problem.
Late October:
Confirm that second return has arrived and that I should expect anywhere from 10 days to 2 months to see a refund. Check on the status of the first item and find no new information. "gift certificate refund is in process"
Early November:
Still no refund. Supervisors promise to check status and send me reply by e-mail. No reply ever comes.
Mid November:
Still no refund. Once again talk to supervisor and do not receive any additional information. Supervisor promises a $25 gift card for my inconvenience.
Late November:
No refunds or gift card. Supervisors promise to check status and send me reply. No reply ever comes.
December 1:
Gift card arrives in mail, but card is inactive. Talk to supervisor and am promised to receive a check instead of a return on my gift card for the first purchase. No new information on 2nd purchase. By this time I am trying to record supervisor names and contact information so I do not have to rehash the experience to every person I talk to at sears.com. However, any attempt to get the same individual has not been successful. I always get "they must be at the other location". Any promises from a previous supervisor are regarded with a "they did not know what they were talking about" attitude.
December 14:
Found a $25 balance on the gift card. Still no check or refund for 2nd purchase. Supervisor claims that the notes on order state that I received the full refund on the gift card. I am able to confirm that there is only $25 on the card. They tell me that Sears cannot issue a check for gift cards as the previous supervisor suggested. They said they will put a priority on the gift cards. Then she stated that the refund for the second item was done incorrectly and that she fixed it and will see the refund in 2-3 days.
December 17:
A check arrives with the refund for the first item!
December 24:
Call concerning the 2nd item. The record show that a request for refund was made on December 14th. They request that I wait 10-14 days and that nothing can be done to make the process faster.
I also attempt to call Sear corporate in the Chicago area, but only get forwarded to Sears.com.
January 2 2008:
No refund. Call about second item. I am told item was set up for refund on the 26th of December. I get disconnected and call back and get a different person. They have it in the notes as returned, but no refund has been requested. She sends it in with a priority and the 10-14 day wait time.
The complaint has been investigated and resolved to the customer's satisfaction.
I came across your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I can understand how disappointed you may feel with the repair of your oven. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the oven is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (C. Price) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Hello my name is Jay and am part of the Sears Social Media escalation team. Please accept our apologies for the chaos that has resulted from your recent order. I definitely understand your frustration surrounding the missing items and lack of updates or contact on our part. I am very sorry for any inconvenience we have caused you and would like to put you in contact with one of our dedicated case managers to help sort this out and put an end to your frustration. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be troubled by this. In the email, please provide a contact phone number and the phone number the items were originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the customer name (Chillone) listed on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Jay C.
Social Media Moderator
Sears Social Media Support
I apologize for all the problems that you've had with your stove and with Sears Repair. We value you as a Sears customer and want to assist you in resolving this issue. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the stove was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Fedup with idiots) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
it was New years day my dryer broke and I knew Sears had a Tuesday delivery date in my area, so I went on-line to order. I saw what I wanted and called to make sure I could get delivery Tuesday. I ordered the dryer that matched my washer. this was model # 78132 a Kenmore 8.8 ft. capacity Item 02678132000P. I printed the description which I always do. The description states clearly that this model has a Steam refresh cycle which was important to me. That Tuesday 1/3 the delivery came to home, my daughter was home to accept. I was working. When I got home I inspected and realized the model had no Steam refresh cycle. I called spoke to someone who said she set up for return and new delivery and someone would call me, I waited 1 1/2 weeks no one called. I called back and again someone told me a sears .com person would call, no one did a few days late I called and was forwarded to technical support who reviewed the item on the website and agreed that there was a problem obviously with the website if they had delivered the correct Model #, I called the corporate number and was told they could give me a refund pick up the item but I would have to pay the additional charge of $ 100 for the correct item. It appears that sears com fraudulently listed that this item had the steam fresh cycle at the $799 price, I finally got a call back from Sears .com stating they would redeliver the correct but when it came it was the same one I had received already. After numerous phone calls of 30 -40 minutes and numerous transfers and the refusal to make good on the item that was on the site I am seriously never buying from Seers or soars.com ever. I have been purchasing appliance from Sears for 20 + years and in 2013 I purchased a new stove/ oven $3000- dollars, a new refrigerator almost $3000, a dishwasher over $1000, Microwave with exhaust about $1000 small refrigerator $500- and wine refrigerator for a few hundred dollars and I cannot believe that Sears would not make good on their error. It is false advertising. It would have cost them the difference in the price and I would have been happy and remained a customer.. By the way they did correct the website when I said I was filing a complaint with consumer affairs. DON'T TRUST WHAT YOU SEE AND READ ON SEARS .COM.
I attempted to purchase a TV via Sears.com, relying on their easy pick-up option. I found that the model I wanted was available at a store about 45 minutes from my home. and placed my order. The following morning, I received an e-mail from Sears indicating that the TV was ready for pick-up and instructing me to scan the bar code in the e-mail when I arrived. I did so, but was notified by store personnel that, in fact, they had no such TV. Very long story short: After hours and hours on the phone with customer service, maybe a dozen e-mail exchanges, and traveling to the store and back for no reason, I have an $1800 charge on my VISA for a TV that never existed. Apparently, once I scanned my e-mail, the TV shows as having been "shipped" and it may take a week or longer (I'm still waiting 10 days later) to reverse the error Sears made in selling a TV that it did not have. Customer service at Sears.com is quick to apologize, but does nothing... even though my transaction was with Sears.com, they indicate that the problem (i.e., MY problem) is with the store.
And... while all of this has transpired, I purchased the same TV via Amazon.com... free delivery and $500 cheaper... works great.
BUYER BEWARE: DO NOT DO BUSINESS WITH SEARS.COM!
I ordered 3 of a certain product from sears. They only sent 1, I called and they said they would send the other, 2 weeks later I called back and they said they didn't have the others. This issue was i couldn't use 1 without the other 2 so what i received was worthless and they not only told me they would send the others, they never contacted me to tell me they couldn't. Good custom service can be so hard to find!
DO NOT ORDER FROM SEARS.COM
Placed order through private vendor that Sears has a business "relationship " . I figured Sears was reputable, Sears.com should be safe. Order confirmation and shipping notice emailed almost immediately, charged my account, NEVER RECEIVED PRODUCT! Sears. com now saying not their problem, need to contact private vendor but contact info. is not valid. SOUNDS LIKE A SCAM!
My Bank card was charged $762.36 on 10/19/09 for services or products not bought or authorized by me.
I will not ever purchase a Refrigerator from Sears! I have purchased three Refrigerators from Sears. The first one lasted about ten years and lightening took it out alone with my stove. The second time same thing happen. Bad weather and lightening hit just the refrigerator. So I went and purchased this one a Kenmore, just 18 months ago and it stop working the first time back in February. It took a week before the service man could come out. In the mean time we lost all our meat that was frozen. He put some Freon it in it and it started back working. Well in April it stop working again, we where out of town and we lost everything in our refrigerator. I have RA which calls for injections that has to be refrigerated they told us they could come out to check around May 15th. Now that that was like 3 weeks.. I can not believe the service. We purchased a lemon. They know it. I did not purchase extended warrant so we wasn't able to get it fixed. The compressor went bad a little over a year. What kind of mess is that. They would help us get new one or try to help us get it fix. Do NOT Purchase your appliances from SEARS! They don' t care about their customers. Thank you, Ex customer in Petal MS.
I've never had a problem in maybe 6 or 7 purchases.
I have had the worst experience ever with Sears. We had a dishwasher delivered about 2 months ago. The driver hit my truck. I have been talking with a so called supervisor manager along with other reps from Sears with no avail. The damage done to my parked vehicle was 1200 to 1300, I was offered $150. I have sent a copy of the estimate, pictures everything they have asked for and no one can help. They won't tell me who the insurance company is. My next step will be within this next week is to call the police and possibly claim it as a hit and run. Then I will have to take it to small claims. I am just not sure at this time who to send the claim to. I am afraid to purchase my next big item there I think I am going to have to boycott the store for lack of customer service and compassion for the customer.
Liz R. from Sears sent me the very nice e-mail below. However, I have e-mailed to the address she gave me twice to no avail. I don't know what is more frustrating; dealing with the phone reps for Sears or being given a ray of hope that Sears will stand behind the repairs their representatives made and then they just don't respond. Seems like a ploy to make people reading these complaints think that they are actually taking action. Very disappointing!
C. Price
I came across your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I can understand how disappointed you may feel with the repair of your oven. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the oven is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (C. Price) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
I have a stainless steel convection oven that is 8 years old. The extended warranty on the oven ended in 2010 . Repairs were done by Sears prior to 2010. During the warranty period, I contacted Sears because the racks fell down in the stove. This happened one day when I had a roast in a heavy cast iron pot in the stove. When the pot fell, it broke the bottom burner and caused the oven to heat up to 500 degrees. When I came in from outside and opened the oven and saw what had happened, I grabbed my mitts and took the pot out of the oven. The pot was so hot it burned me thru the mitts and I dropped the pot on the top of the oven chipping the glasstop. A Sears repairman came out and looked at the oven and ordered parts. He said in his 30 years he had only seet the oven liner pop out twice. It took 3 or 4 times before the stove was totally fixed - all parts in, which meant I had to take off 4 days of vacation, because Sears repair doesn't give you a time they will be there just a day. It cost more in parts than the stove cost new to fix the stove, not counting gas and labor for the repairman. I had asked for a new stove or voucher at that time and was told this wasn't Sears practice. Sears practice was to repair first and then issues continued to replace. Now the liner is again heaving out causing the racks to drop, so I cannot use my oven. Sears Customer Solutions told my husband to put on the Basic Service Plan and after 30 days on the plan call for repairs. If the stove couldn't be fixed, then it would be replaced. I checked the terms and conditions of this plan before purchasing and found that you must have an appliance in working order, which ours is not. I called back to Sears Customer Solutions and asked them about this, because I didn't want to be fraudulent. They then told me on 5/10/13 to put on The Service Smart Agreement for $253.00 and if the repairman couldn't fix my oven or if it was going to cost over $500.00, they would give me a $500.00 voucher for a new oven. Seriously, I should have to pay $253.00 to get $247.00 off a new oven because I was sold a defective product that was fixed or should I say not really fixed, because it is still defective. I'm told this is all Sears can do for me. Just a FYI that model #[protected] is noted on the intranet by many other people who had the same product issue - liner heaving out - racks falling. Sears originally told us to call Frigidaire. Frigidaire told us as soon as the Kenmore name is put on the product it is Sears problem. Sears stated that the stove is 8 years old. Really, who replaces an expensive stove at 8 years old unless they have to or they are changing the entire look of their kitchen and when that happens, they can resell the old appliance. We can't resell this stove - it is dangerous. Sears won't stand behind the defective product they sold us, nor will they stand behind the repairs done. We didn't chose the repairman, they did. The repairman was hired by Sears and Sears should back the work. Shame on Sears, especially considering we have been a Sears credit card holder for 30 years and over those 30 years done a lot of business with Sears as we felt they were a reputable business.
defective oven range heating element
I too have a Sears Kenmore range which I haven't been satisfied with it since I bought it. The range takes forever to preheat and then it doesn't maintain the heat that it's set to. Today the bottom element burned out and I see this is a very common problem. Luckily I was in the kitchen when the fire in the oven started so I turned the oven off. The breaker was thrown so no major damage was done. This range has been a BIG disappointment. I won't buy another kitchen appliance from Sears. I've always had GE but thought I'd try Sears this time, which has proved to be a big mistake.
My Kenmore range caught fire on Sunday, November 16th. The only way to disconnect the power was to throw the circuit breaker. After it cooled off I attempted to turn the power back on, but the element overheated again and scorched my stove and kitchen cabinets. Once again, I had to throw the circuit breaker to get the oven turned off. If I had not been home, the house would have burned down. I was not even using the stove at the time the oven element came on. I am sure there are other horror stories out there. Who knows how many homes have burned from this appliance and the problems with them.
Oh, man!
Tell me about it!
I was glad my friend noticed the fire in the oven and we could turn it off.
Now I have to try to get the damn stove out and the element out.
No small task for a 70 year old lady in awheel chair.
I SPENT 2000 BUCKS TO GET KENMORE ELITE
RANGER, AFTER ONE YEAR, THE TRIPLE HEATING ELEMENT FAILS, WHAT A SUCK QUALITY!
AND SEARS SERVICE SUCKS TOO!
Similarly with the person from Missouri my wife and I had exactly the same experience with a Sears Stove. After a few years it was slow to heat up and on the day prior to Thanksgiving the bottom oven element caught fire - we wisely did not open the door and let is burn itself out - and it was immediately apparent that the element was a dud.
I got the GE and have had the same problem. Everything nowadays is made by the same few places.
Dishonest Company & Technicians
These people are SCAMMERS!
We caught this dishonest company and their technicians right in the act today. We called in for service and two A&E (Sears) Technicians were sent over to check out our KitchenAid Model #KUDI01FLWH dishwasher that wasn't heating up to dry the dishes.
First thing they did was to test the heating element with a ohm meter and they stated that it tested out good "supposedly per them and their equipment".
Then they went on to state that our issue was with the amount of dishwashing detergent we were using and that we shouldn't be filling the canister all the way full before closing it as that's using too much too much detergent causing too much suds.
Then they went on to the water temperature. They filled the dishwasher with a small amount of water and tested the water temperature with their tester. According to their measurement they showed us it tested only 80 degrees which it what they stated was all of our problem with the dishwasher not drying. The technicians stated that the dishwasher needed to have water temperature of at least 120 degrees in order to produce enough steam to dry the dishes, and that the dishes would also have water spots and not get as clean as they should if the water coming into it wasn't hot enough. We stated that the temperature had to be hotter than 80 degrees because the water heater is turned up to 120 degrees or higher and the water right in the kitchen sink and showers and tubs are HOT. We asks the technicians to test the water temperature in the sink right next to the dishwasher because it was extremely hot and they tested it but again their meter only should it at less than 60 degrees.
Well, here's the SCAM folks . . . we pulled out a few of out meat thermometers from the kitchen cabinets and placed them in the sink right in front of the A&E technicians and guess what? that water temperature tested at 118 degrees and rising! Eventually it went above 120 degrees! Those A&E technicians didn't know what to say! their eyes got huge and there mouths started stuttering and all we heard was "well maybe we have a faulty test meter". We said, "here - we have three more thermometers . . . you want to test the temperature with another thermometer? After that we politely asked them to pick up the faulty (scam equipment) and exit out premises.
Needless to say, for your own sake, DO NOT TRUST what you are told by any A&E (Sears) repair people . . . unless you want to be SCAMMED.
This is the 3rd Time they have come to my house to fix my Kitchenaid dryer and it’s still not drying now the 3rd guy said he has to order so the other parts the the first 2 couldn’t see this is [censored] who want
To take there children’s clothes to a laundromat with this COVID going on and the parts are on back order because it’s an or dryer yet I have Ahs warranty now it will 4 times sears - A&E come to fix this [censored]
poor customer survice following sale
Attached below is my complaint to Sears regarding their failure to provide a reasonable means to register for their rebates on home appliances. Their employees were rude, and/or simply could not help because of a lack of corporate procedure or because the employee could not adequately understand the English language. Their website didn't work and no one could explain why, or what to do to comply with Sears' requirements. I will never purchase from Sears again.
I bought several appliances and have been unable to file for my rebate of over $290, from the purchase of $1874.83 for several aoppliances. Ref.: SALESCHECK # [protected]. After four futile attempts to file for my rebate, I contacted the Sears store in Kenai, Alaska for assistance. The sales people I spoke with were unhelpful and refused to help me until I "calmed down". The sales associate, Brian called me by phone and claimed that he had taken care of everything, and that a confirmation email would be sent.
I want to make sure that my complaint and rebate has been appropriately registered with Sears. I cannot believe the way that Sears conducts business with customers AFTER they have taken the money from its customer. If Sears made it as difficult to purchase products as it does to collect its rebate and/or speak with customer service, Sears would have been out of business years ago.
I want an acknowledgement of reciept of my request for my rebate, per the agreement I made at the time of sale. I want Sears to acknowledge that I qualified for the rebate that was promised to me at the time of sale and I want Sears to give me the date that I am to recieve the rebate, and acknowlegement of the amount of rebate. I don't believe that the right hand knows what the left is doing within your corporation. I want a written assurance that the rebate will be honored and the appropriate documents have been filed. Otherwise, I want to know what further actions are expected from me. I have already submitted multiple requests for assistance, made four attempts to submit the information to the sears rebate site, in an attempt to meet the requirements that Sears demands before Sears will fulfill its rebate agreement that was promised to me on 12/28/07, by the Sears salesperson.
I was reluctant to do business with Sears and am very sorry that I was foolish enough to participate in a Sears rebate program. My time is too valuable to waste playing corporate games designed to frustrate and rob Sears customers.
Please acknowledge my right to the rebate, as agreed to by Sears employees and as advertised at the time of sale, as stated above, or state why I am no longer "qualified" to recieve the Sears rebate. I would appreciate a response to this complaint promptly.
I purchased a Lawnmower with a $25 rebate, it states TrueGreen, but did not know that or stated that it is for TrueGreen use only. Now I purchased a lawnmower and will have to hire them to cut my grass with the rebate, to me this is a scam that forces me to do business with a 3rd party other than Sears, I purchased a sears product I should have a cash or Sears rebate to use at sears and not forced to use a 3rd party. The sales person told me diferent, he told me I can use it in future sears purchase, I went back and showed him and he was suprised as well. So sad that sears does this to their customers, well they lost me as a customer, specially with their rebate program, stay away from them.
sears is the only one to buy appliances from i have bought and bought from the other blue box and red box stores and the have more issues then that rebates are only good if the are filled out correctly with the right paperwork going back with them the cant make exceptions when in black and white it says what to do and how and were to send it ...thanks sears for your great quailty product and service and credit..
Sears Customer Service is a JOKE! If you like being put on hold for 30 minutes at a time, then give them a call. I waited an entire day waiting for a scheduled tech to repair my garage door. I had to take a day off from work to accomodate THEIR schedule; appointment had been scheduled for 3 weeks. Tech was a no-show. It took me 3 hours on the phone to get someone in authority to take my call; their response was SORRY! we can re-schedule a tech for you in 3 weeks. No comment about my inconvenience, my loss of pay..nothing! Sears so called customer service is a JOKE>>JOKE. I would not purchase a nail from Sears..BUYER BEWARE..I had to contact the BBB and The Attorney General's Office in my state to see if consumers have any recourse.. Pretty SAD.
scam and cheating!
I ordered an air compressor from sears.com for my husband for Christmas. According to sears.com if I ordered by December 15 (which I did) I should expect delivery by December 20. This item was in stock according to sears.com. It is December 31st and no compressor. Sears.com billed my credit card on December 16, of course they would. I called sears.com the day after Christmas, I was told they needed to research and will get back to me in 5 to 7 days. I am still waiting. I could not cancel, I could not re-order, until they get back to me. So here I sit, waiting. I will never do business with sears.com again. I even called UPS regarding Sears.com. UPS was much nicer that Sears.com service staff and said they did receive billing information from Sears.com, just never received the package. So, I am doing some of my own research. This is bad business on Sears.com part. Why should the customer suffer if Sears.com cannot get a package out to ship...
undelivered appliances and poor customer service!
Poor delivery services!
I ordered 5 appliances 3 months ago from the kitchener sears home store for delivery to my new home in mississauga. Now on the eve of x'mas, I am still waiting for my delivery to arrive from the 20th of dec.07. Apparently, the drivers did not know how to locate an address in mississauga two times around. Yes, there have been two attempts to get my appliances but the drivers have apparently had a hard time to find my house even though I have given them ever cross road and main road to get here including ladmarks. I had a driver tell me that it was too late for the delivery and he had to go home since it was taking him awhile to find it. The first delivery attempt they were in my complex 3 houses down but did not think of asking where my place was. By the way, I live off one of the main road in mississauga-derry road. I found the drivers to be acknowledgeable on the roads in mississuage along with poor manner when communicating with their customers - had a driver tell me to shut up. This is unacceptable under any circumstances.
The delivery setup with sears is also unprepared to handle situations like these as they just send you to customer service to reschedule your delivery. How many times do you have to reschedule a delivery before it actually gets here or they get it right? I will not recommend sears to anyone I know due to their incapable ability to get a delivery on time to a home especially when every other company such as leon's and brick can find your home with no problem. No excuse sears!
I bought all my appliances and a couch at Sears when I bought my new house. I spent no word of a lie a combined total of 21 days of holiday time off work just to get the stuff delivered, and delivered again when they tried to pawn off broken appliances, which I promptly told them to load back up on their truck because I wasn't taking delivery of broken merchandise. Missed appointment after missed appointment, excuse after stupid excuse, it was appalling how many phone calls and appointments I made over the course of 6 full months to finally get all the items in my home and in working condition. I will NEVER EVER buy another thing from Sears Canada, and wish I had of done a "how to complain to Sears Canada' search on the internet before I had purchased from them. Notice when you do the same search for the Bay, it hardly brings up anything negative?
I was just on-line waiting for a Sears customer representative for over 1 hour. At the beginning of August I booked a repair person for our Sears dishwasher. Unfortuntely the repair person did not show up although I had to wait from 5:00-to 8:00 pm. After calling twice and being placed on hold for over 20 minutes I was told that someone would call back to rebook the appointment-no apology. I waited until 4:00pm today then called Sears and was placed on hold for over 1 hour. Finally after getting through I was told, that I had to rebook-nothing they could or would do. Now have to wait another 2 weeks. I will never ever buy an applicance from Sears again.
What happened to customer Service?
I HAVE 6 GOLF PASSES THAT I RECIEVED FOR FATHERS DAY WHEN YOU SPEND $300 YOU GET A PASS
WHAT THEY FAIL TO TELL YOU YOU NEED TO HAVE 3 OTHER GOLFERS TO USE THE PASS
ALSO THE PASS SAYS THERE IS A LIST THAT THEY SEND YOU OF GOLF COURSES WITHIN 50 KM FROM YOUR
RESIDENCE ANOTHER LIE THERE IS NOT ONE GOLF COURSE ON THAT LIST THAT IS 50 KM WITHIN MY HOME
THIS IS THE BIGEST SCAM THERE IS.
I AM NOT HAPPY I WENT OUT OF MY WAY TO GET ALL THESE PASSES AND I CAN'T EVEN USE ONE ALL THAT MONEY I SPENT REALLY PISSES ME OFF THEY WONT COMPENSATE ME IN ANY WAY
I being in retail for 33 years know that there is always two sides to every story. If your place was easy to find the delivery would be easy to make. To think that having merchandise on a truck and taken off again only to be reloaded makes sense to any company is foolish. We often hear complaints of associates being rude but I find it is usually a return of the poor attitude received by customers and although never acceptable from someone being paid to put up with rude, it is often understandable. I find personally that if you can't say what the customer wants to hear, you are often called rude.
sears service and parts center is atrocious
Went to order a part from Sears Parts Direct. Last night sat on hold on number provided on Web Site for 60 minutes with a recording message. Sat on hold for 20 minutes this AM, call was answered and I was informed that I needed to call a different number. Called number and spoke to extremely rude representative. Was looking for possible will call pickup, she indicated there were no service centers in my area, although I am personally aware of 2 centers within 10 miles. Called back to get different representative. Indicated part was not available in my area. Ordered part for next Mon. delivery. Phoned back 5 minutes later to ask to cancel order, as I figured out it made more sense to purchase new stove. Was told I could not cancel order, would need to receive the part and then return (and eat shipping.) This is one of several time wasting experiences I have had with Sears- their service is horrible. Purchased new stove from ABT, local company in Chicago- incredible service and stock. SAY NO TO SEARS. They deserve to go out of business.
The complaint has been investigated and resolved to the customer’s satisfaction.
Please do not order ANYTHING from SearsPartsDirect. There is no responsibility on their end for recommending incorrect replacement parts. Purchased replacement grill grates based on the manual and equipment listed on the website. Apparently the part number listed was incorrect. Sears Refunded all the costs except shipping! Says they are not responsible for wrong purchases even though it was SEARS FAULT. Customer Service told me to write a letter to the corporate office. UNREAL!
NEVER AGAIN ANYTHING FROM SEARS! New family moto - "anything will work as long as it's not from Sears"
Ordered a deck for my mower on 8/18, paid for priority shipping and the website indicated that with this choice I would have delivery on 8/22. August 22 comes, no delivery. Check website, now status says item back-ordered, delivery expected in 5-7 days. Only customer service agents are in the Philippines, and they have no power to do anything. They said they'd put in an inquiry with their supplier, and I should have a status update in three business days. I suspect that I'll see my item about 2 weeks after my initial order. They did offer to refund my priority shipping charge, but i'm not happy for a lot of reasons. I was under the impression that I was ordering from Parts Direct, not a third-party vendor; back-orders need to be flagged on the website before orders are placed instead of giving delivery dates that can't be met. Very poor experience.
Bought a Kenmore fridge from sears 2012. Ive bought two replacement handles. The last one 5/15. Now that one broke. Same location. Thats 4 handles in 4 years. No warranty on the part I'm told. Piece of garbage. Wont be buying sears products anymore.
I ordered a gasket for my freezer door. They sent me the wrong one and wouldn't credit me the shipping for their mistake. I am trying it again but I talked to a customer service rep today that tried to tell me that freezer doors don't have gaskets. What? This is exactly why I won't buy Sears products. I don't think they will be in business much longer at this rate. The appliances I have came with the house when I bought it but will not be replaced with Sears brands.
Ordering a part through the third party (Sears Direct) has been a complete waste of my time. I am trying to purchase a replacement mower bag assembly. The bag arrived without a part number and the unit came without any paperwork. The first part was almost three inches too short. The front of the bag opened up when I attached its handle to the mower's handle. I was told to take it to any Sears store for a refund. The store reported that they could not help me so I contacted Sears Direct again. This time they replaced that part with the mower bag itself and not the frame that I need so I sent it back. Then a customer rep called me due to the feedback that I provided and helped find a replacement which, as it turns out, was the same bag assembly as the first one that arrived at my house. She thought that perhaps someone had mixed inventory. Once again, it is too short. This time the bag arrived with a stock ticket that indicated that it was a Generic bag. No wonder it doesn't work. If Sears uses a poor aftermarket supplier for its customers, the reviews will continue the same as those posted on this page. Things should work the first time and not review multiple trips to return the replacement product. The website indicates that the aftermarket products are a "guaranteed fit." That is false advertisement.
Sears may not be in business for another 10 years, let alone another 100. While I can indeed find almost any part I need on parts direct, I will not order through it unless absolutely necessary. Inexpensive parts end up costing almost half as much again, if not more, due to shipping costs. Example, $9.00 for a $14.50 drive belt. Why not offer free ship to store? In fact, why not carry these common items in the few parts stores that still exist?
Seems like a lot of you are mad because of issues caused by you not reading or listening to the disclosure before you place the order. It tells you that the order will be immediately processed and it can't be changed or cancelled. What part of that do you not understand, then you call back upset and pitching a damn fit cause you changed your mind. Then to put the icing on the cake, "You'll never shop at Sears again". Sears has been in business 100 years and counting. Due to great products and excellent customer care.
I got on line with Sears parts Direct to see if they had a battery that would fit my worx trimmer, which they did. The first person I chatted with said that it was a 2-pack for $59.99 which I thought was a good deal, before I could order I got disconnected, so I got back on chat with another sales person, he confirmed they had the battery I needed and again I asked him to confirm that is was a 2 pack for $59.99. He said that all of their battery packs were for 2. I got my order in the mail, and there was only one. So I emailed them to find
out where the other one was. Their response was that "upon further review, this item was only for one battery not two, sorry for the inconvenience, but If you would like to order the second one, they would wave the shipping and give me 10% off. So I fired off another email and told them that not only was it was inconvenient, but mis-representation that I was told this was a 2 pack and I confirmed that with two of their sales people. I will never buy any more products from sears, or order from their parts dept ever again. Must be why they are talking of going out of business. Have had many other problems with sears products and service in the past, and this was the last straw. Please people find another store to buy your appliances, furnaces, lawn equipment etc...
TRIED TO BUY A REPLACEMENT PART FOR A SEARS DISHWASHER, I WAS SICK SO I SAT IN CAR.I SENT MY 74 YR. OD HUSBAND ( HE HAS HAD TWO KNEE REPLACEMENTS ) HE CAME BACK TO THE CAR TO SAY THEY HAD IT. COST, $6O.OO BUT THEY WOULDN`T TAKE A CHECK. HE WENT BACK IN WITH CASH, CAME BACK OUT, SAID THEY WOULDN`T TAKE CASH NEEDED A CARD, SO I WENT BACK IN WITH HIM AND WAS TOLD THEY COUDN`T TAKE CREDIT OR DEBIT BECAUSE I DIDN`T HAVE AN E-MAIL ADDRESS. WHEN I TOLD THE GUY HOW STUPID THAT WAS AS A STORE POLICY, NOT PUTTING ANY BLAME ON HIM, HE ROLLED HIS EYES AND WALKED AWAY. I SAID NICELY THANK YOU, BUT GOT NO REPLY. SO PEOPLE IF YOU DON`T HAVE AN EMAIL ADDRESS, YOU CANNOT ORDER PARTS FROM SEARS. I NOW HAVE A NEW DISHWASHER FROM LOWES... A STUPID, STUPID POLICY. THEY DESERVE TO BE CLOSED. NOT THE FIRST TIME WE`VE HAD TROUBLE WITH THEM. WHY COULDN`T THEY HAVE JUST USED
THE STORES E-MAIL. VERY IRRITATED
I've been trying to repair my hydrostatic transmission on my Craftsman DLT 2000, which I paid around $2300.00 for back in 2002. I only have a little over 400 hours on it. Transmission was getting weak, so I decided to repair it myself. Ordered parts through Partsdirect.com. When trying to shop around for parts, it seems the numbers are "SEARS" parts numbers, as they do not correspond to any of Hydro-Gear (the manufacturer of the transmission) part numbers. So it makes it nearly impossible to find parts outside of Sears, since the manual only lists Sears' in house part numbers. Turns out, a part that I paid Sears $148.00 for, I could have purchased for $55.00. I needed two, so I'm out nearly $190.00. Another part Sears charged me $150.00, which I could have gotten from the Hydro-Gear service center for $90.00, another $60.00 I'm out of. I love the fact Sears will only compares prices with other "Approved' Sellers, not ALL sellers. My parts purchase from Sears cost me $350.00 - $400.00 more than I should have paid. I have already purchased nearly $750.00 in parts to repair my transmission, and now it seems I could have purchased a new one through Hydro-Gear cheaper. Congratulations Sears, you have lost another customer, I'll be damned if I buy another Craftsman tractor to replace my current one, the way you over-charge for your parts.
delivery warning to those who buy dishwashers!
We purchased a GE dishwasher from Sears in Cupertino, CA and paid an extra $140 or $150 charge to have the old dishwasher removed and the new one installed in its place. Luckily, the delivery person (Eric from the Campbell delivery contracting company, Matt Stalie) came within the two hour window set by Sears' customer support dispatcher. Unfortunately, although we had already paid for installing the unit, we were told that we needed to pay $65 to replace the copper and plastic tubing from the dishwasher to the water source and the drain. We told the delivery person that he could just leave the new dishwasher in our kitchen and we would deal with the rest of the installation. However the situation became a catch-22. The delivery person said that we needed to pay $75 to leave the unit uninstalled in the garage (not even carried to the kitchen) or we could pay $65 to have him install the unit with two new flexible metal tubes. We opted to just make out a check for $65. Here's a tip for someone who would like to save some cash in a similar situation. One could figure out from the installation contractor ahead of time about what kind of tubing is necessary for the dishwasher which is to be installed. Then one could head out to a hardware store to purchase and install the proper tubing before the installation contractor delivers and installs the unit.
When the family member who purchased the unit came home, it was noted that the model which was delivered and installed was actually the wrong color/style which is another problem in itself.
no heat for 6 days!
My parents bought a new Kenmore HVAC unit from Sears in September 2007 to replace our 35 year old unit. They got the master protection plan for peace of mind. Wednesday evening, 12/12/2007, our furnace stopped working. Sears would have someone call the next day by 3pm just to make an appointment for someone to come out. I called the next morning to see if i could expedite things, and i was told Sears did not have enough people to come out so i should find someone on my own. Friday morning PSE&G found that the circuit board would need to be replaced. If it was a PSE&G unit, they had the right part to fix it, but since it was a Kenmore unit, the Sears service people should have the part available to fix the unit more quickly. PSE&G would have to order the Kenmore part which would delay the repair. When I called Sears Contract Support, they asked PSE&G to go buy the part. PSE&G explained that the part has to be ordered but Sears should have it. The representative found that the Sears service people in fact did not have the part and they too would have to order it. She then said that since the unit is less than a year old that the company that installed the unit would have to deal with this problem. Why were we not referred to this company on Wednesday when this first happened? Basically Sears did not want to deal with the hassle of helping a paying customer. The installing company came out Friday evening and asked why we did not call them on Wednesday when this first happened. I explained the above. They too had to order the part and if they had known immediately, we would have had heat by Friday. I called Sears Friday evening and Saturday morning in the hopes of finding someone who could get us the part more immediately. We already rode out the ice storm on Thursday/Friday and a nor'easter was supposed to come Sunday. I kept getting transferred to different departments where the representatives either did not know or did not care to help. On Saturday, the Customer Complaints representative actually "assured" me that we "would not have heat today." What kind of assurance is that? I got transferred so much, I ended up speaking to one of the representatives twice. She gave me the final "too bad, it's the weekend" attitude and said no one could help us, it didn't matter that there was another storm coming and that we had no heat. By now it was too late and i just gave up. We got heat on Monday evening, 6 days after we lost it. That is truly unacceptable service, especially when we are paying extra for that service.
As a HVAC technician I have seen the above situation and worse.
If a friend or family member asks me my advice on replacing their old "inefficient" furnace with a new one, I sometimes advise them to keep the old one. It depends how old, the really old ones were great, they were built like battle ships and the parts that need replacement are available at most local hardware stores. "But it is inefficient" OK. consider the cost of natural gas: currently $0.87 per 100 cubic feet at 1050BTU/cubic foot. Now go from a 70% efficient to a 90% efficient. You are still "wasting" 10% of the heat up the chimney, but now your exhaust temperature is below the condensation point of all the H2O in the exhaust gas, so the mfg or you new fancy furnace has installed all kinds of drains and traps and safety switches to prevent water from backing up and mixing with electrical parts...opps... yes it does happen. All those circuit boards are expensive, and some fancy furnaces have up to three of them. Can't get those at the hardware store, nope... got to be ordered. So here you are with a new fancy furnace that is saving you pennies while it runs but costing you big money and huge headaches when it breaks, and oh yes they will break, more often then that old battleship you are thinking of getting rid of. Does it really make sense to replace it? Not always. People need to stop being impressed by surface impressions, like a fancy paint job or a lower energy bill and try to see beyond the obvious.
Safety Note: if it is leaking Carbon Monoxide then replace it, don't gamble with your health.
thats what happens when u hire sears/home depot, etc to do hvac work. They dont have the know how and they sub contract out, and thats how they are cheaper than other private companies, u get what u pay for, such is true in any facet of life.
do not use sears.com!
I normally do not shop at Sears, but my in-laws are frequent shoppers there. I ordered 2 gift cards for them on Sears.com as Christmas gifts the day after Thanksgiving. Today is December 14th and I have not received the cards yet. I just spoke with a customer service rep who says that they just mailed my cards out yesterday, December 13th, and "hopefully" I'll get them by next week. I told her that these were Christmas gifts. She could not guarantee that I would receive these for Christmas. Again, these are 2 gift cards that I ordered THE DAY AFTER THANKSGIVING! She also said that since they had already shipped the order, they could not cancel it so I would just have to wait. I will NEVER order from Sears.com AGAIN!
Purchased Nintendo DSI XL at sears.com on December 04. I received a confirmation email that the shipment might not go out for about 10 days, and that I would receive notice. On the eve of December 23rd (5:30pm) I still had not received, so went online to track order status. Learned from tracking number that order had been cancelled by Sears on December 20th. Called Sears.com customer service. Service agent said order was cancelled because item not in stock. Service agent further said that they checked about a dozen other sources but item was not available. While keeping service agent on phone with me, I went online to Sears.com, where the item was showing “in-stock”.
Further, I went checked local Sears store availability online, where the item was showing “in-stock” at both of the closest sears stores to me. In addition, it was “in-stock” on Amazon.com, and I checked Pricegrabber.com and it was “in-stock” at 13 other locations online. So, Sears customer service basically fed me a load of BS, and Sears.com didn’t have the courtesy to inform me right before Christmas that they had no intention of delivering the product to me.
Fortunately, it was “in-stock” at the Target 2 miles from my house so I was able to purchase it anyway (albeit with the inconvenience of needing to hit a Target on the Friday night before Xmas). I was on hold with Sears’ service agent more than 45 minutes trying to get a satisfactory apology – but never did. While I was on-hold, I took screenshots of all of the “in-stock” availability to verify the truth in everything I am saying. I took screenshots of the cancellation, I took screenshots of every email I received from Sears on this matter, as well as every Sears credit-card email I receive – basically to support that Sears never bothered to notify me in any way.
So, I guess the message is – if you purchase online from Sears, maybe you’ll get what you ordered and maybe you won’t, but don’t trust the Sears brand name as something you can rely on to be decently notified if they cannot meet their implicit obligation to you. Apparently, they could care less. I’ll now copy and paste this message into every online consumer complaint site I can find.
It is so frustrating to deal with sears.com. I ordered an air compressor on December 14 for my husband for Christmas. Sears.com stated the item is in stock and expected delivery date is December 20 the latest. It is December 31st and I am still waiting. Sears service said they have to research and will take 5 to 7 business days for an answer. In the meantime I am stuck. I cannot cancel, re-order, nothing but wait and wait and wait. I will never to business with sears.com again. The service staff act like robots. They know absolutely nothing. They are a waste. Sears.com is a scam.
The Sears.com site promised free delivery of appliances purchased immediately. Once my order processed, I was charged $65 for "free delivery".
Moreover, I needed this appliance right away, since our home refrigerator quit over the holiday. When ordering, Sears.com allows the customer to enter a zip code and then is told when the next available delivery date is -- I was told 12/29/07 and selected that date.
When my order confirmation showed up in email later on, the delivery date magically moved to 01/08/08, a weekday when I am not home.
I called the Sears.com customer service line and explained my concerns. The woman who answered said there was "nothing she could do" and transferred me to Sears Delivery Dept so that my order date might be changed. The person who answered there said I would receive a call back within "24 hours" with any possible alternate dates.
Frankly, as I explained to both persons, I would never have placed the order if I had been properly informed. I find their site misleading to say the least. I would rather cancel this order, borrow a neighbor's truck, and go get one today -- but nobody offered to cancel the order. The website advises that my order is "in process" can cannot be cancelled.
So, they tempt me with free delivery, offer a delivery date which they unilaterally alter, and refuse to cancel the order. Whatever happened to the Sears I grew up with? This experience explains to me why they're sliding down the tubes.
I ordered a gift card on 11/26 (the Monday after Thanksgiving) and as of today I have not received it 12/21/07. I've made several calls to Sears.com and received the same number of excuses regarding why it has not arrived. Useless store, useless customer service- shame on me for doing business with them. Their customer service "reps" are not empowered nor are theytrained in communication skills. Here it is, December 21st and no gift card yet...nearly four weeks later. Luckily, I charged it on Amex so at least there was someone to complain to - they will now intercede - but I'm left without a gift to give. Amazing, how many compalints I've found about Sears in general on the internet.
kitchen reface
I am in the middle of a cabinet reface that was supposed to take 5 days. Sears sold me at an expensive price a kitchen reface with new cabinets. This project started the end of oct 2007 and it is now dec 13 2007, the contractors they orig sent out to do they cabinets messed them up so bad, sears had to send another contractor out to fix it. The orig contractors dropped my new stainless steel oven and dented it. Then the granite counter tops came. They are to small. They had orig sent someone out to measure apparently that person cannot use a tape measure. They have had to take them back now 2 x and try again. I have missed thanksgiving, my daughters 9th birthday and christmas is about 12 days away. I want them to discount me for this major inconvenience. This is not fair, it's not right. I have a family of 7 we have had to eat out which is very expensive and eat out of a microwave for more than a month! Help!
I HAD SEARS DO MY KITCHEN CABINET REFACE...WHAT A JOKE THAT WAS, HAD TO THROW THE GUY OUT THE FIRST DAY BECAUSE HE WAS WORKING INSIDE WITH HIS SAW AND NOTHING WAS COVERED. WATCHED HIM CONSTANTLY BECAUSE HE WAS JIMMMING ALL THE WORK TO GET BY. AT THE END OF THE CABINET REFACING (HE STAYED TILL 7pm EVERYNIGHT TO GET THE JOB DONE FOR HIS CONVIENCE. NOT IS NOT THE BEST...THERE IS SO MUCH MATERIAL LEFT OVER I CAN REFACE 3 BATHROOM CABINETS AND ONE HALL LINEN CLOSET. I HAD ANOTHER COMPANY GIVE ME AN ESTIMATE AND WAS AMAZIED WHAT WAS LEFT OVER. I AM NO IN THE PROCESS OF A BIG COMPLAINT AND THEY KEEP PUTTING ME OFF. I AM GOING TO TAKE PICTURES AND HAVE IT SHOW THE FOOTAGE LEFTOVER AND THEN OFF TO COURT FOR BEING RIPPED OFF JUST TO SEE THE JUDGE DROP HIS MOUTH.
Sears - sear did not notify me of the lawsuit concerning the washer.
To Whom It May Concern: On Thursday, December 6,2007 a qualified Sears technician serviced my Calypso Automatic Washer. During the evaluation on the washer while trying to determine the problem as to why the washer was not operating properly, the technician asked me was I aware of the class action lawsuit concerning the Calypso Washers. I informed the...
Read full review of Sears and 17 commentsappalling service received from sears
My complaint goes back 2 weeks. On November 24, 2007 I visited the Sears outlet at Cross county Mall, Yonkers, NY. The service rep was not at all proficient in the product I was intending to purchase (46 inch SONY LCD V3000). Late that day I met with the store manager to discuss the price match policy since Circuit City was offering it for a lower price. The Store Manager said that only if the product is in stock will they offer the price (This is not mentioned in Sears Price Match Policy). My family and I walked out of the store.
I continued to research the prices online and on December 5, I saw an online offer for KDL46V300 Sony and a Sony home theater Free with the purchase. I also read online that if I use my sears card I will get a mail in rebate of 10%. So I call the sears store at Cross County. The next 30mins of the call was the most awful experience I ever I had with a company that claims to be a Fortune 500.
My first call was to the service line [protected] where I spoke with Aaron (no last name since they are not authorized to do so), employee ID 14703. He explained to me that the offer was online and that he could help me place the order. Unfortunate it was middle of a work day and had to request him to assist me alter when I call. That's exactly what I did. At appx 2pm I called Aaron once again but this time the service rep (SR) informed me that there is no such person. The SR transfers the call to the electronics section at Cross county Sears. There I spoke with Mr. Tapley (no last name again). I will say with much confidence that he was the RUDEST person I have come across at Sears. He first informs me that when I called [protected] I was talking with a call service agent and that they are not Sears employees. Next he tells me that the offer is in-store only and after that he tell me that I cannot avail of the 10% Cash back mail in rebate since I am opting for the Home theater system. There was not an ounce of politeness in his conversation. I felt I had called a store manager at a Dollar-Store. After all of this I decided I needed more respect.
I called the sears 1-800 # and spoke with a complaint agent Stephanie (no last name) at 3:39pm on 12/5/07. After a 15 min conversation, she transfers the call to Ms. Tina (no last name and no department location). I spoke with Tina for another 15 mins and she explained that Juan (no last name, ID/Extension # 63753) at sears.com will assist me with the order. Juan informed me that I could purchase the TV online and that I was eligible for the Home Theater and the 10% CB mail in rebate. I informed him that I will place the order later that evening since I was at work.
Later that evening my wife and I logged into the site and placed an order for the TV and the home theater sys. We were quiet excited with the prospect of owning a 46" Sony LCD as is evident from the fact that we have been researching for a good deal since late November, 2007. Only if Sears could stop disappointing us.
Today in the morning my wife receives an email from sears.com (mail attached below) that one or more of the item(s) in our order were not in stock. They cancelled the order.
How is it that a firm known for it service integrity is unable to service customers and seems to do it's best to keep disappointing them every step of the way. My family has been making a lot of purchases from sears as is evident from the reward points. I must also state that your firm employs Service reps untrained to provide service. Some of my colleagues are now aware of the "service I have received" and this is definitely not helping the firm's reputation.
In the last 2 days I have seem to have analyzed the strategy Sears uses for its "grant a wish" offers. Here goes- Sears's offers a Sony TV and a Home theater sys (FREE) along with a 10% CB or no interest until 2010. However to get this offer you have to fight you way through rude and obnoxious sales reps. Then you are told that the Sony home theater sys is replaced by a Samsung sys (worth half of what is being advertised, 399 v/s 699). Nonetheless you place an order. The next day sears email informs you that the TV is out of stock (it was in-stock when you placed the order the previous evening). Finally, the winner: SEARS
Let me conclude by saying that I am glad I could use this email as a source of resounding my frustration but if sears has a heart (so it claims) I will hear from some senior representative at the earliest and help resolve this issue. After all Sears does "GRANT A WISH THIS HOLIDAY SEASON."
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been on the phone trying to see what my statis is concerning the replacement of my $2, 000 broken sitting in my livingroom tv. Sears tells me to calll sharp sharp tells me to call sears. No one has an answer for me. I have been on the phone now for 2 hours and still no answer. I am on the phone with the complaint office now for about 20 nminutes. I wonder if the rep left me on hold and amd went home. I am not likely to ever purchase anything from Sears in the future. I have never had such teefible servce with Sears in my whole intire life.
sears customer service is horrible!
Hello, I am new to Sears and for my first major purchase the experience was horrible. I need a new stove and had been watching the prices for weeks. I finally decided to go with sears because out of all the retailers they seemed to have the best price.
On Black Friday Morning I had my mother call sears to see if her sears card was still activated. They told her no. That being said we went to apply for one online. After we were approved I then proceeded to purchase the stove I wanted online, however when it came time to put in a credit card # I didn't have one to enter because I didn't get one after the initial approval online. I figured it was a mishap, and proceeded to go to the store to purchase my stove, and now a TV I was interested in.
When I got to the store to purchase my stove on black Friday. I was in NY and Live in MS and for some reason the sales associate had trouble placing my order and shipping it to another state. So I went home with no stove and no TV. I figured by now I would have received an email with my card information in it, however I didn't. That ends Friday.
On Saturday I tried again online and still I didn't receive an email so then I called the credit card company. They then told me that because I applied for a card online that I had to wait 7-10 business days for the card to arrive. At this point that wasn't an option because the sale price for the stove was going to expire on Saturday at midnight.
After talking to the credit division I decided to try my luck at another store. The associate advised me that since I needed the stove in a hurry my mom could do a rapid line of credit. This was a great idea, however during that process he was advised to call the sears credit division. When he called they told him my mom already had an account with them. This was very odd, since she just called Friday and was told they had no account information about her.
To make a long story short they told her she had to still wait 7-10 business days and we were not able to make the purchase. That's not the end.
Being very upset with this whole ordeal I called the presidents office to log my complaint. Upon calling I was directed to Sophia in the executive complaint department. Not only was Sophia RUDE but she basically insinuated that this was completely my fault. It was so bad that I had to hang up before I started to curse, because of her rude remarks. For example, she asked me if I understood hat she was saying I said I Hear you, I don't agree with you but I Hear you. And she responded I didn't ask if you agreed with me I asked if you understood me. I said I never said I didn't, however I don't agree with you. I was never rude to her, I tried no to take my frustrations out on her and she was just rude. Her comments were rude as well as her tone! If this is what you get at executive customer service, I feel sorry for the company as a whole.
This is my first experience with sears and this will be my last. I was going to wait for the card to arrive and then purchase the stove, but I will not in any way purchase anything from sears again. I usually buy most of my electronics from best buy and I will continue to do so. At least there I feel like a valued customer, I have never been disrespected by anyone in their store or online.
Not only am I through buying from sears, but I will be sure to post my complaint on every message board about how HORRIBLE sears customer service is!
Sincerely,
Aminah McKinnie
The complaint has been investigated and resolved to the customer’s satisfaction.
Well, yeah. It WAS your fault. The first thing you did was get your mom to apply for credit to buy YOU something. The second thing you did wrong was wait till the last minute to do it. SOME pre-planning would have made it easier. And don't blame Sears because Citibank (Who owns Sears Credit) is taking too much time. You sound petty.
false advertising!
I ordered a tv online thanksgiving night, item showed in stock and that it would be delivered to the store. 3 days later I get an email that says the item is unavailable. False advertising, they show a great sale price because they never intend on sending you the item. Salesman tried to bait and switch when I went to local store to check same item, 'oh we can't get that one but look at this more expensive tv!
The complaint has been investigated and resolved to the customer’s satisfaction.
On 12/29/07 – my husband and I were in Sears in Boise, Idaho. A nice sales associate named Seth helped us out. Seth mentioned to my husband that there was this great tool combo on sale that weekend only. I gave Seth gift cards to purchase this Craftsman 673 pc tool set and tool storage combo bundle. We took the receipt from the store and called questioning the status of this order a few days later. First I was told due to the holiday rush – it would take a couple of extra days. Then I was told that everything was fine – the entire bundle would be shipped. Next I was told that Seth must have pushed a wrong button because the tools were not on the order – this was offensive because there was 1 Add To Cart button. The next phone call I was told my order was hung up in the credit department, then I finally received my order confirmation. I called the store’s General Manager who assured me he would look into it. Two days later I get a call from Ricky – a manager at Sears stating that he had spoke with his buyer and tools were no longer available and I should call Sears Consumer relations. I called the GM at the store who told me I should review the TERMS OF USE link on the website which was interesting because his associate sold us the merchandise and call Consumer relations. I called consumer relations and spoke with a VERY RUDE supervisor named Gail – who offered to sell me one of the tool sets for $699.00 (apparently they were in stock). This lady actually said to me “you don’t expect us to honor this bundle price – do you?” My answer was yes because it was advertised that way. The associate at the store told us about it. She said that it was an error and “What part of what she said did I not understand”. I asked for a substitute product – and was told no. I do have a documentation of this ad if needed, I can fax it. I have never seen quite a scam like this or have I been spoke to in the manner Gail spoke to me . From the store, to the website, then to consumer relations – I was sold a product, given every answer in the book as to why I didn’t receive the product and spoke to COMPLETELY unacceptable manner... Oh yes and told to read the fine print. No email of error in advertising – just basically too bad.
I went to Sears and spent an hour picking out a stackable washer and dryer. Anyways, the black dryer that I had picked out had a sign saying $509.99 in front of it. To make a long story short the dryer really cosed $594.99 and they had the wrong sign in front of it for the white version of this dryer. When the manager was informed of the misprint he would not honor the price and was very rude about it and said if he gave me the discount he wouldn't make any money. He also walked away to help another customer I was talking to him. I was going to purchase over $1500 worth of stuff but after this I left the store. I will never again step foot inside a Sears store after the way the Manager talked to me. Sears has lost my business for life and I will tell everybody I know not to shop at Sears. Nobody deserves to be treated rudely and this manager was truly the rudest man I've ever met.
I too purchased an item on-line and only learned (via the order confirmation email) that it was out of stock after I placed the order. The item never arrived. Weeks later, I received an email blaming the supplier and claiming I should expect a refund. Down w/ sears!
On 4/11/09 a Sears2Go.com ad came out listing a 1468pc. tool set and storage combo model # CO505 for $494.99. On 4/13/09, the last day of the sale I tried unsuccessfully to buy it for this price. I was told it was an error and the price would not be honored. On 4/14/09 the price on Sears2Go.com was changed to $549.99. I emailed them to see if this was another mistake but got no response. On 4/15/09 I tried again to buy it but they would not deliver on the price. I contacted PriceMatch Sears who said they would not honor the price. On 4/15/09 I received an email from PriceMatch that stated after reviewing my emails they determined a Sears2Go pricing error occurred. They apologized and instructed me to place my order, respond to the email with the confirmation number, and a price adjustment would be made honoring the ad. After placing my order on 4/16/09 and emailing them back I received another email on 4/17/09 stating the order had been cancelled and the offer had been retracted. However, as of 4/18/09 my money has not been returned. They stated pricing errors were rare and unintentional but posting 5 different prices on that web site in one week is not rare and emailing me stating I could buy it at this price was not unintentional. They are practicing false advertising and taking my money for a product they do not intend to deliver.
failure to uphold warranty
Kenmore elite
Refrigerator
Model # [protected]
I appreciate your time and interest in helping me out with the problem that I have encountered with sears.
Back in 2003 I purchased an elite kenmore refrigerator, from the chapel hills sears in colorado springs, colorado. Two years later the interior walls started to crack and expand throughout the entire refrigerator. When the service man came out he stated that the cracks occur due to an excess amount of insulation. The only resolution would be to drill tiny holes on each side of each crack and fill each with silicone. I was not willing to have my brand new refrigerator that cost well over $2, 000.00 plus the 5 year warranty to be drilled and patched. I kindly demanded phone numbers in order to get a more realistic outcome. He offered and made the call to the one source dept. Through sears [protected].
That one phone call got the ball rolling we were given a
Ref # [protected] and case # 1085780. Within a week or so we had a brand new refrigerator of our choice delivered and set up. The original warranty was carried over to the new frig. This took place june 28, 2005.
Now two years later the second refrigerator exchanged in ’05, started doing the same thing. The interior walls are beginning to crack and some have already started to expand. I had the service man out on oct 31, 2007 and had absolutely no luck. He spent a good hour trying on my behalf to get another replacement. Once he left I made my calls to sears one source dept and got the same feed back that the service man got. Kenmore the manufacturer, created a partial panel for the side walls only to mend the problem. Keep in mind that this patch does not cover the entire wall and they do not have anything for the back wall or door. If this door would start to crack they would replace the entire door and the only way to fix the back wall would be to silicone and place a certain clear tape over each crack. Ridiculous!
I felt hopeless in my every effort to get through the customer service person, mel at the (One source dept). Not only does their repair kit sound ridiculous but it won’t stop the expansion of the cracks, they will continue even under the panel. This means that we won’t have their “energy star” product. Eventually the cold air will seep out and cause our energy bill to rise. Call me naïve, but isn’t cosmetic considered something superficial that is used to cover a deficiency or defect? In this case yes I want my frig to look nice but not to hide its defects. I purchased this product to be fully functional, structural and live up to its full performance level. This is what I paid for! It strikes me odd that this is the second time in a row that this has happened to us; the service man even stated that it’s an unusual misfortune. Mel repeatedly stated that there will not be another replacement due to the fact that the manufacture warranty is up after the first year. I brought it the mel’s attention that the original frig was replaced at two years. She just continued her broken record speech. Stating that I will not get another frig and that I can take their service for repair or live with the cracks. I tried explaining too, that this is not a
Repair it is just a bandage. This is not an isolated situation if they now have a so call, product to fix this type of problem. Why would they have invested so much time and money to come up with a product if they weren’t having other reports?
The service man stated to me that, now that sears and kmart have merged there has been a drastic decline of the good old, sears customer’s service.
Thank you for your time and effort to help me and my family…
God bless…
Shannon pfefferkorn
I have a sears elite with an icemaker problem. I am unable to find a serial # for this fridge as the plastic/metallic strip is off the inside wall. Does anyone out there know where to find a serial # for this fridge. I do have a model # for the icemaker as this will be the second time it has been replaced; I just replaced the one in the freezer now, in Oct 08. I am told it has a 1 year warrenty if I can find a Serial # for the refrigerator. It is a 2005 model, I think.
Thank you,
nancy.shively@insightbb.com
Elite Refrigerator down for approximately 2 weeks before we discover--at our second home. Call local Appliance repair--already know Sears taked 2 weeks to get appt. He looks and says compressor out--under warranty so call Sears.
After an hour or so on phone--finally get appt with repair two weeks hence. Have 2.5 hour drive to place so ask for appt time--told between 8AM and 5PM. REpair tech finally shows up and says Compressor bad--need to order--two weeks more--but plastic strip with model number not in Frig so no repair possible.
Sall Sears--no model number no repair--suggest they sold it to me so they have what they sold me--also suggested numbers should be somewhere else on Frig. No--can not warranty without the plastic strip. Ask to buy a compressor and I will have local install and they say can't sell because no model number. Suggest that the compressor surely would have a part number to facilitate replacement and no answer. No help.
Found what looked like model number and serial nulmber on rear of frig. Contacted Sears complaint dept. Reset appt for tech to confirm Sears model number and serial number on rear of refrig. the following week. But call before to confirm appt. Called before and given an 8AM thru 5PM time slot. BEcause fo weather left to go a day ahead so if 8AM I would be there--got to other house and recieved message cancelling appt. 2.5 hours there, 2.5 hours back and a days work lost.
No cannot get any response. So will have repaired bvy independent contractor and sue Sears--will sue for fraud and breach of contract. Ask for punitive damages. Am so tired ot this crap of ignoring what is right.
So it takes a year or so--they will have attorneys fees and costs to pay. I am partially retired, have a bit of time and may be able to have them see the light--doubtful but I can try.
a
Sears In-depth Review
Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.
Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.
Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.
Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.
Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.
Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.
Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.
Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.
Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.
Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.
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It does say the return policy on the receipt if you just turn it over that pretty blue writing on the back states that you have 90 days to return or exchange items, and the 90 day return policy is actually one of the longest ones here in Canada. If you went to Wal-mart, you would only have 14 days with your receipt to be able to return something.
Are you actually reading your comment? WHO BUYS A CHRISTMAS GIFT IN AUGUST?!