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flowers
For Christmas, I sent a floral arrangement that cost $85.00, after viewing it online and it was magnificent. Telafloral delivered for Sears, which they had the incorrect address, then I called and the customer service person said it would be corrected and delivered the next day. It wasn't - so I called back, spoke to another CSR and the first CSR that I spoke with did absolutely nothing. Finally, on the 3rd day the bouquet was delivered and it was frost bitten and wasn't the size that Sears advertised for. I called again to Sears and a CSR said all she could do is file a complaint. They have never made any effort to make it right. Not only was the delivery of the flowers an embarrassement to whom I sent it, but apparently - Telafloral left it in their truck for 2 days and the weather was extremely cold. I would never buy a thing from this company again. They are one of the few companies who does not stand behind their product or even return a call. Is this how they stay in business - ripping people off who work hard for their money.
slow shipping & uncaring customer service
On the 9th of February, I ordered a replacement remote for my garage door opener from Sears. The website indicated it was available and would ship immediately. On the 10th, I received an email from sears indicating the remote had been shipped, gave me a UPS tracking number and said it should show up in the UPS data base in a few hours. I checked the UPS tracking for four days and their site indicated, "A label for this shipment has been created, but UPS does not yet have possession of this shipment". I then called the customer service number on the email [protected]) to find out what the problem might be. This person, who could hardly speak English, told me the only option was to wait a few more days. Later in the day I called the number again hoping to get another person and a good answer, but I got anotheer person who had a hard time speaking English. She indicated that the problem was with UPS. When I asked direct questions about where the order was being shipped from and who I might be able to contact, she could not give me an answer. Today, February 16th, the UPS tracking site still indicates the same message, so I called a different number found on Sears website and talked to a person who could speak English and was thoroughly aware of what the problem was after she took a couple of minutes and looked into it. Here is how Sears does their shipping... My order is being prepared in Illinois at a Sears warehouse where the label and postage for UPS is taken care of. From there, it will be put on a truck (Sears or contract) and taken to a Sears selected UPS shipping point. This might be somewhere in Pennsylvania, South Carolina, Georgia, or who knows where. It will then be placed in UPS channels for delivery. She indicated that Sears might take 6 to 10 business days to get the package to UPS and then UPS would take 3 to 5 business days to deliver. So here's the short version if you order something from Sears: They package it somewhere in the USA (normally), ship it across the Country to a UPS shipping point and UPS will deliver it to you. Then you might have your order in 10 or 15 days if you're lucky. I will NEVER order from Sears again! I'm seriously considering removing the Craftsman Garage Door Opener so I won't have to worry about losing another remote. Without it, I have to crawl through a window (after I broke it loose) in order to open the door from the inside.
Up until the last 4 or 5 years, we bought most of our appliances, tools, paint, etc. from Sears, but the quality of their products and their Customer Service has sunk to the lowest measureable levels. Never again will I patronize them.
failed rebate
I purchased a mattress and box-spring set from the Sears store at the Tri-County Mall in Springedale (Greater Cincinnati area) in September, 2010. At the time of the purchase I was assured by the salesman (Raj) that he would initiate the rebate process for the shipping of my mattress/box spring and I should receive it in about 30 days. He even went so far as to ask if I preferred the rebate as a Pre-paid Master Card or a Sears Gift card, I chose the Master Card. This is now February and nothing has been received. I have contactd Sears repeatefdly, I even re-submitted my rebate request which was instantly rejected. I was told that I had waited to long to submit, I explained that I had been promised by the salesman that he would handle it. Apparently this means nothing to them...
And I am not the only one that this has happened to, my daughter who also bought the same items in May of the same year had the same thing happen. After repeatedly contacting the store and supplying duplicate receipts at least twice they finally gave her her rebate. Seems the "Blue Man Team" is failing in its rebate department.
The complaint has been investigated and resolved to the customer’s satisfaction.
shipped counterfeit product
I went on the Sears website to buy Nintendo DSi games for my daughter for Christmas . I bought 8 different Nintendo DSi games from what I thought was Sears. On Christmas day my daughter opened the games one at a time and tried to play each game. The first 5 games did not play. I thought I had a defective DSi, but the 6th, 7th and 8th games worked fine. Upon investigation I discovered that the 5 games that did not play all came from a company called Tech Galore. The games were counterfeit. After opening an authentic game and comparing them with the games from Tech Galore I could tell Tech Galore game inserts and game cover were photo copied. Also there was no product registration paperwork inside the games from Tech Galore. Sears said to refer to Tech Galores return policy which stated I could not return a video game if it had been opened. I was unable to make any contact with Tech Galore. No one was home. I felt scammed by Tech Galore and Sears. I was taken for about $200.00.
The complaint has been investigated and resolved to the customer’s satisfaction.
You too? I have am mp3 that was bought for Christmas that had a defective usb cord. After buying a new cord, the player worked fine...for a couple of months. Now it won't work at all! It freezes on the welcome screen when you turn it on. Guess They got some money from me also!
services
Came into the store approximately 12:00 noon on 02/13/2011. The purpose, I needed an alignment for my vehicle. Two and half hours later, I was finally given an estimate along with other recommendations that my vehicle required (so he said). From what the CSR (tall african american male) indicated is that I needed new brake pads and rotors as mine were no...
Read full review of Sears and 3 commentsworst customer service
Purchased a Sears Elite Kenmore refrigerator 2010 model. The following month after the warranty expired it stopped cooling. When I called to have a Sears repairman come out I was told it would be 3 weeks. Everything in the freezer and refrigerator had to be thrown out. 3 weeks later the repair man was scheduled and I received a call 2 hours before the scheduled time that I will have to rescheduled because the repairman called in sick.
One week later they came and told me the parts had to be ordered that were under warranty. Another service appt. I was told I could call when the parts came in and someone would come out quickly. I called 3 times when the parts came in and spoke with a supervisor. When I explained the parts were here he asked which ones. I described them to him and his response was "I'm not a technician" Appt. scheduled was for the following week. Even under warranty the part that was $10 I was charged $222 for service call and labor. One month later and several calls the part has been replaced. Time will tell if works. I have never written a complaint online but I feel others who will look at reviews should be warned. I think that the Sears service department is the worst I have ever experienced.
We've been embroiled in a 2 month odyssey to obtain a simple $100 refund from a Sears online purchase. They never shipped the order, but charged our card within 2 days. Although they acknowledged it wasn't shipped, they refused to cancel our order or refund our money. After many polite phone calls and emails requesting the order be cancelled and our money returned, we were finally assigned an individual from the Sears Blue Ribbon Customer Service team. This person sent us hand-written emails stating that they were the only person we should deal with moving forward. Then, we heard nothing, no responses to our emails.
Soon after, we starting receiving 3 form-letter emails per week stating that they were "looking into the problem" - these came from a different person on the Blue Ribbon Customer Service Team. Finally, this week, we received a post card that they had attempted to get in touch, and to please call them. When I called, I was told that we could only talk to the person who had been sending the form letters incessantly. I asked them to please have her call me when the issue had been resolved, as it appeared that absolutely nothing had been done to resolve the problem.
When she called me, she began by chastizing ME for not contacting her, even though she never requested we contacted her. When I explained that we were told to only deal with someone else, she said it had been "escalated" to her. Maybe they should have told us this! Instead of addressing the issue, she seemed determined to fight about how I was at fault. When I finally was able to get her to address the original order issue, she said she hadn't followed up on it, because she didn't know what we wanted - apparently she had never read our four emails that stated EXACTLY what we wanted, even though she admitted to having them.
After all this, she finally cancelled our order, and said we would receive a credit - with the warning that if they credited us more than once in error, we would be billed for the multiple credits. They can't issue a single $100 credit without making a mistake?!?
There was no apology, no effort to make it right, just trying assess blame against us when she did not do her job for 3 weeks. We've spent thousands of dollars withSears, K-Mart, and Land's End over the past several years (heck, we even registered for our wedding at Sears), but we will never purchase from them any of them again. All over a $100 purchase.
horrible customer service
HORRIBLE customer service. was told one thing at noon, and at 10pm I get an email saying sorry they couldn't do that. (it was about returning an item).
I'd have to drive AN HOUR to return it. Really!?!?
After three calls, three emails and one chat session I am STILL on hold at almost 11pm. Finally another 'manager' comes on and does nothing but read off of a script. Nothing they can do even though in their system it states they were to have UPS pick it up...
I refuse to BUY ANYTHING AT this place again! I was also told, "you can return it to ANY sears stores." but the small one in my town won't take it back either...*** sears!
I bought a refrigerator from Kmart/Sears(after they merged). I placed a phone order to purchase an ice maker because a sales associate in the store told me it would be faster, WRONG! When placing my order the noticeably young man on the phone didn't even know what an icemaker was. I had to explain it to him. I figured he was knew, so I felt bad and continued with my order. Then, he told me there was no icemaker for my model of frig. I told him I had called once before to check the price of it and they had found it. He then double checked and said that there was one and it was a universal type of icemaker for the brand of frig. I had purchased. I was leary because I never heard of a universal one but I continued to place the order. Finally, the end of the call was to collect my credit card information and for delivery; estimated time of delivery 3-4 days. The fourth day rolled around and no icemaker, so I called and asked where it was. A different rep. on the phone of course, told me my address wasn't even listed on my purchase. They had to reship another one out to me after making me wait another 7-10 days until they received the one with no address on it? Does that make sense? Who is in charge of shipping if no one is even checking to make sure address's are on packages? They are real good when it comes to charging and collecting money, but when it comes to delivering the goods forget about it. Finally two weeks later I receive my icemaker, I had to call back to the installation dept. so someone could come and install it. Come to find but it turned out to be the wrong model for my refrigerator! The kid that took my initial order assured me it would work with my refrigerator. The installer even called the parts dept. to explain to them what I needed and that the one they sent me was wrong. It didn't help because they had no idea what he was talking about because I assume they aren't trained properly. Thank God the installer didnt charge me either. I then had to fight to get a receipt from them so I could return the item. They told me it would take another couple of weeks to receive it, although it should have been included in the shipment. Go figure. I finally received the receipt and had to pay to mail back the item because they don't include a prepaid airbill. So I spent $140 on an icemaker I can't use and another $20 to send it back.
I think it's nonsense. Now I have to fight to get my refund! I will NEVER buy anything from them again.
WHY NOW THAT YOU ARE ONE COMPANY CAN BOTH SEARS AND K-MART EXCEPT RETURNS FROM EACH OTHERS SALES MY FAMILY WELL NOT BE SHOPPING IN EATHER STORE BECAUSE IT TO FAR TO MAKE TURNS. DARLENE MCCARRICK 3844 CAMINO HARRISON MICHIGAN
I set up a service call to have my garden tractor serviced three weeks ago. I was given the option of a morning or afternoon service call. I chose morning. When I received the confirmation call the night before, they indicated the time would be 8am - 5pm, NOT the 8am - noon I had chosen. Well, no one showed up in the morning so I called. I was told the service window was 8am - 5pm. I told them that I was offered something different. They apologized but gave no reason for the discrepancy. I was told they were sending a message to the tech and I would receive a call as to when he would arrived. Two hours later, I called again, after receiving no call. I was again told that they were sending a message and should receive a phone call. In the meantime, I sent a message to customer service on sears.com. I received a call at 3:30pm from someone at customer service. She asked if I had heard anything...nope...nothing. Then I was told the tech's computer was down but he should get the message now. It's 5:45pm and I have not seen nor heard from anyone since that 3:30pm call. So I wasted a day off work for nothing. Still don't know if they will reschedule. I tried calling customer service again but got disconnected in the middle of our conversation. They are only "in my area" one day a week. I will NEVER shop there again!
Lousy Customer Service! My experience with Sears Store and their customer service is extremely negative. After ordering an item from the Waterloo, Iowa store I received extremely poor service after attempting to cancel a special order item that was not delivered to the store by the expected date. Workers at the store told us they would call to update us on the status of the order but failed to do so so we made other arrangements to get the desired item. We tried to cancel this order over the phone and were told we would have to drive to the store (one hour away) to do so. We asked to speak to someone who could help us with this issue and the associate hung up on us! That is not the way successful companies handle their customers. This item that is not in my possession has been charged to my credit card and the store is refusing to credit my account until I drive to their store-which is one hour away. There is something terribly wrong with that! If this is the way Sears treats all their customers, I'm surprised they have any business at all! We will definitely not be shopping there again and warn our friends of the way they treat shoppers!
I tried to get information about a vacuum cleaner from a store in Paradise Valley, Arizona. That is all I wanted. I was hung up on, disconnected, sent to the wrong department, found that no one was in the department (rang 20 times on several phone calls), told incorrect information, etc. I was so pissed off that I will never, ever buy anything from Sears again in my life.
When I called the corporate office to try and talk with someone about this incompetent and rude customer service, the person I was talking to hung up on me when I asked to speak to a Manager. No wonder they are in trouble.
My wife and I have been sears card holding members for twenty years and today we've decided to no longer shop at sears ever again, and it all has to do with your lousy service dept., where no one knows their head from their ###.
We purchased a few years back a Sony SXRD LCD Projection tv and we've had a number of problems with it. Each time we call about service we get nothing but problems. The first time we had problems we had to wait for a month to get the right parts shipped to us and we literally had to schedule four different visits from four different technicians, each of which knew nothing about what happened with the previous.
For the past three weeks we've had problems with a fan. The technician has been here twice already because the wrong fan was shipped. We got the new, correct fan on Friday and he scheduled something for today (we even have his message on our answering machine), but we were told today by the service dept. that there was no appointment scheduled for today and that they never shipped the new part but we have the part! Not only that, but no one at the service dept. is helping us (my wife is on the phone now). And they are rude. So, unless someone can do something, we will shop elsewhere from now on, and make sure our friends and family do the same.
On Sunday, 09/28/08 I scheduled a service call for my washer for Wednesday, 10/01/08 between 1pm & 5pm. On Tuesday evening I received the confirmation call that a technician would be at my address at the specified time period. I arrived home at 12:30pm. At 2pm I phoned Sears to verify that we were on schedule. I was informed a message would be sent to the technician to call me to give me an estimated time of arrival. At 3:35pm I received a call from a customer service rep informing me that the technician was not available & would I like to reschedule. No apology no explanation. When I asked to speak to a supervisor I was transferred to main 800 number. I called back, gave all of my information, asked to speak to a supervisor & then was put on hold for 20 minutes. I called back & was eventually connected to a supervisor who basically said that he could reschedule me for Monday and that I would receive a call from Customer Relations today. I am not holding my breath!
Have a refridgerator that has issues. Called and schedule service appt. for Wednesday afternoon. They (sears) calls me at noon on Wednesday and says tech called of for the day. reschedule for Friday, when I tell them no, it needs to be thursday they schedule thursday. Thursday, nobody shows, call and schedule friday, they call back and say they are bumping due to being overbooked! Schedule for Monday, no automated call Sunday night so I call and check.. its been changed to Tuesday.. call again and speak to a supervisor, I was very pointed in my disgust with the way Ive been treated and explain that she can fix this by having them call me back (instead of me always calling them), when it got to a bit more heated discussion be cause she kept telling me they cant email other department, I called her out on that blatant lie... she hung up on me.. Last time I will ever spend money in Sears or the new owner Kmart!
I ordered an entertainment center back in December, joined the Shipvantage program and got free shipping. I then paid an additional fee for expedited shipping as I had just purchased a TV. According to the website, the delivery date was the same as my TV's delivery date. After several days, I never received any shipping confirmation and it never showed up. Naturally I got very very upset and called and complained. The woman on the phone was very rude. She refused to help me with anything and eventually we got "disconnected". So another couple days go by and someone calls me from Livonia, MI which about 35 minutes north of me and says my entertainment center is ready for pickup. When I explain that what I drive and that it won't fit in my car and that I ordered shipping on the website, the woman tried to argue with me, and said that "it wasn't her responsibility to ship it to me". I told her to cancel my order and she said she would be in touch the next day. The next day, UPS shows up with a box that has exploded packing material all over and there's a foot print on the top of the box. When I opened it, the entertainment center was destroyed. So I wrote a letter to the sears customer care people and no one got back to me even after a week went by. So I waited, made the email a little angrier and sent it to another person who I found on the internet, still nothing. After a little deliberation, they refunded me $14 of the $120 I paid for it and the phone call I received was very very rude. The woman I talked to explained that refunds aren't "standard in this business" but she was, "making an exception". Imagine how happy I was my $14 was the exception to the rule.
After I emailed several more internet-found addresses, I finally got to someone called Gerald in the Sears Cares Customer Service who told me he was sending me a $100 gift card. 10 days later, I get a $50 gift card in the mail. So I called and inquired where the other half was. Then he sends me the other $50. So we finally got those two gift cards a week ago, and I, in the mean time, had hired someone to fix my entertainment center. So I figured things were finally shaping up.
So we go to Sears and see that they have a Surround Sound System at half off. So we drove to the closest Sears to go purchase one. We wandered around the electronics department for about a half hour looking for someone to help us. We couldn't find anyone, so I finally went across the aisle to appliances because there isn't anyone in the electronics department and the guy is texting at his stand. After I successfully got his attention, he told me "I only work in appliances". So I ask if he can find someone in electronics and he says, "he doesn't have a way of finding anyone". So I whip out my phone and call the *** store and ask for a manager who asks "why I'm calling from the store". Really? Because I want to go into a store and have to call the main line in order to get help? All I want to do is spend my hard earned money in your store! She finally finds me and wants to know, "what do I want"? I'm not kidding, she said, "what do you want?"
When I told her what I wanted to buy, she told me they "don't have any more of those" and walks away. I left the store because I was so angry. I later called the same store that night and spoke to someone in customer service. She ordered the surround sound system, took my credit card and gift card info and gives me a confirmation # via phone. She mentioned that we would receive an email confirmation immediately and a phone call when it arrived.
We never received either of those, even after I called the store. 5 days went by and I called the store to ask if it had come in, to which the customer service lady replied yes. We arrived at the store only to find out that no one could find our order. After the man at the pick-up desk told us he couldn't do anything, I asked for the store manager. Outside of being a little short with us, she did eventually find out order and announced that it was in "Westland, MI" and we had to go get it there.
We drove to Westland, where we did not receive a receipt for our order at pick-up. When we got it home, the back of the subwoofer had been gouged out by something. Now we have to return the damaged system because the subwoofer has a hole in it. I am extremely disappointed in the crap I have had to go through over and over again just to keep getting dumped on. I have called Sears Cares every day this week and no one will get back to me. At this point, I am returning the surround sound system and if I have to lose money, I will. I just can't deal with this crap anymore.
Stating what exactly you're trying to return would go a long way in seeing what the issue actually is.
Replied
will not freeze items
I purchased refrigerator for the garage in March 2017 which is not heated. It replaced a well working Whirlpool but with advertising of more efficient models today. I bought one. Little did I know if room temperature goes below 40 degrees the compressor may not work with the new refrigerate. Well it did get cold last month (jan) as all the food in freezer was soft to touch, I opened a bag of pork chops and it was bad. I had to throw over $100 worth of food. I called Sears and they knew this was a problem and recommended a heater coil. I have no ideal how to hook heater coil with the direction given, Also the heater coil cost was about 35 bollares after shipping. Customers should be warned abouth outside temperatures can affect cooling
The complaint has been investigated and resolved to the customer's satisfaction.
Hello, my name is Trent and I'm with the Sears Cares Team. We are sorry to hear of the troubles you have encountered with your refrigerator. We certainly understand the importance of having a working refrigerator and being satisfied with your appliance. We would like the opportunity to speak with you so we may address any concerns you may have and resolve them to your satisfaction. At your earliest convenience please send the following information – contact #, screen name (Rosemarie Nogales), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon!
Thank you,
Trent A.
Social Media Moderator
Sears Social Media Support
My name is Greg and I'm part of the Sears Social Media Support Team. I want to start by apologizing for the delay in responding to your post, it just came to our attention and we want to reach out and assist you. I am very sorry that you have been having such a problem and long delay in having your refrigerator repaired. We definitely do not want our customers frustrated by such a difficult situation. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office via email at smsupport@searshc.com and in the email, please provide a contact phone number and the phone number refrigerator 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 (Jury B) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Greg G.
Social Media Support Team
Refrigerator lights in three-door (bottom freezer, French doors) Kenmore stayed on overheating refrigerator section. Extreme heat caused the light cover to warp and fall. The light socket exteriors were discolored from the heat and the control housing separated from the refrigerator roof. All contents of refrigerator were lost. Manufactured in 2017.04, Model 795.[protected] has not been recalled although other 2017 year models have been recalled for the exact same problem. Sears in Klamath Falls OR (conveniently for them) no longer provides refrigerator repair. Since 1970 we have bought all our appliances from Sears with confidence in both the appliances and the store. I am sorry to say that confidence no longer exists.
I found out today when repairman came to balance my 5 month old refrigerator that the the wheels on the fridge have been broken and the switch for air circulation inside fridge was never turned on. The installer had to know that the wheels were not working or broken since he told me he had balanced the fridge and it needed the wheels to do so. Like I mentioned before, the switch was not on for the air circulation inside fridge. Here I trusted this person when he told me it was ready to go. Now my fridge is all wobbily. Today's repairman told me I need a new replacement fridge which should have been offered to be to begin with by installer. I also have to have another repairman come out to order fridge because today's man cannot do for me. What the heck? Their faulty fridge and I am the one being inconvenienced. What happed to satisfying the customer?
Refrigerator down third time in 9 months. called Sears. They say they won't replace and will send out tech. Same problem each time. 1-800-4my-home repair phone does not work 6 times before getting through. Then talk to som ### from India. Then technician who wanted to wait another day. Escalated problem to some ### who took info and then poroceeded to conveniently drop my call. No way to get back to same person but they had my number. But they did not call me back.
DO NOT BUY KENMORE PRODUCTS! ### QUALITY, LOUSY SERVICE, WARRANTY IS ###!
I bought a Sears Kenmore French Door Refrigerator on January 15, 2017. They would not be able to deliver it until February 2, 2017. Well, our area had a bad snow/ice storm so they could not deliver it. Okay, I can understand that. So it was rescheduled for delivery on February 4, that day too came and went with no delivery. Okay, maybe they were a little behind. They rescheduled for Sunday, February 6 between 11:00 and 1:30. Sunday at 1:30 comes but no Sears delivery. I call and am told that they tried to deliver but no one was home. What? We were there the entire time WITH the garage door open waiting for the delivery truck. Believe me, no truck stopped anywhere near my house. Yet, I am told that they will not be able to deliver my fridge until the following Wednesday. Wait, I was here, you were not! Why do I have to wait another 3 days? What has happened to customer service? I guess I don't want their fridge after all.
Last Aug. 2017, I purchased a Sears Kenmore Refrigerator, 21 cu. ft. and now Nov. 8th the appliance is NOT WORKING and I lost all my food products, both frozen and other foods which has totaled over $200. in loss to me. A repair man is taking over two week s to come to look at the problem and in the meantime, I have been purchasing ice to keep minimum foods from spoiling. What can you do to help us. We are 90 and 84 yrs. old. Thankyou.
non delivery after product paid for
I bought and paid for a Sole F80 treadmill with free delivery at Sears in Valley Hills Mall in Hickory, North Carolina on Friday January 14, 2011. The following Sunday January 16, 2011 I received an email saying my order was canceled "based on the delivery address provided". It is an address Sears had previously delivered to as well as other retailers and is 15 miles from the Hickory Sears store. I called the local listed number for Sears and got a call center hundreds of miles from me and was told it was canceled and there was nothing she or I could do. I tried to get a number for my local Sears again so I could talk to the store manager. There is no local number except the one that goes to the call center. I would think there is a "backdoor" local number but it is not for the public. There is also not a listed email address for local Sears’s retailers. Then I wrote a letter and mailed it to the local store manager, Ms. Jeanine Norkaitis and I have not received a response from her in a reasonable amount of time and I don't expect to. Norkaitis is worthless and in my opinion needs to be replaced unless that's the way all Sears managers are instructed to operate, with no regard for their customers. In case someone from Sears is monitoring these emails my Confirmation Number was [protected]. The local floor sales people at Sears were upset at the way I was treated by management. I have now gone to another local retailer, ironically across Catawba Valley Blvd. from Sears and bought the same treadmill at the same price with free delivery. That retailer delivered the treadmill in 3 days with no problem. I received a call from a Sears executive Tuesday February 8, 2011 apologizing. I thanked him for the call but told him it was too little too late.
The complaint has been investigated and resolved to the customer’s satisfaction.
absolutely rotten and unresponsive service
One week ago we got a new Sears refrigerator. After they installed it, we found out the ice maker did not work!
Okay, "stuff happens." I'll keep this short and sweet, Sears repair service department stinks big time. They are not helpful, they give you the run around and when they do schedule someone to come out they don't show up and they do not have the courtesy to call they were not coming. We waited all day and evening no repair person. I will never ever recommend nor buy any Sears appliance. They are not reliable. Buyer beware.
You know, for one thing, coming into a forum like this and stating that "you'll never buy a Sears appliance again" does very little towards me telling you what your solution is. The solution to your problem is very simple. 1st - go to Sears and request the phone number to "DCSO", you can get it from any appliance sales person. I'd give it to you but I'm home and don't have the number here. Call DCSO, but first, select a different refrigerator while in the store, one that you'd like to replace the one you have with, copy the Sears stock number, it's on the price tag and will be a 5 digit number. NOW, call DCSO and let them know the issue with the refrigerator you have and that you'd like to exchange it for (insert the model number you copied at the store). THey will do what's called an "uneven exchange" because in liklihood, the prices of the 2 refrigerators will not be exactly the same amount. DO NOT get cute and select a replacement refrigerator that is far more expensive than what you have, keep the prices roughly the same. You have 90 days to do this from the date of purchase, so the clock is ticking.
horrible experience
To Whom It May Concern:
My fiancé and I are Completely Dissatisfied with your company. After being loyal customers of yours for years, we have decided after purchasing a bed set from Sears, that we will NO LONGER order anything else from here on out. This all began over two months ago when my fiancé and I purchased what we thought was a good deal on a bed set, especially with the rebate. Once delivered, the delivery guys broke our ceiling lamp while trying to carry our box spring up our staircase. We did not report it to any customer service representatives, because we realize that sometimes accidents happen. After being informed that our box spring was too large to get upstairs, we were told that it would be an "even exchange" for a split box spring and that the delivery guys would call it in. After a week went by and we heard nothing, I contacted Sears customer service and the woman behind the line told me she would get back with me about the issue. After waiting another couple of weeks, I received an automated voicemail saying that I had to go into the Sears store so they could re-ring our order up, but that it would still be an "even exchange”. So, my fiancé and I went into Sears, explained this mess and the salesperson re-rang our order up telling us that it would cost us double the amount for a split box spring. This was the first time that anyone had mentioned this. Then, they had to cancel our order to re-ring it up, which also cancelled our rebate. So instead of basically paying $650 dollars for a bed and box spring, we paid $650 for one mattress.
After complaining about this to my mom, she decided that she would just purchase the split box spring and a frame for us since we just bought a new house and were under enough stress. When I asked her where she ordered it from, she dreadfully told me ‘Sears’ and assured me that it would be fine.
After scheduling the delivery date for Saturday and receiving a call that it had to be pushed back to Sunday, my fiancé and I were annoyed, but like I said we get that ### happens. So today, nearly 2 months after purchasing our ‘bed set’ from Sears, the delivery guys managed to bring in the new split box spring and a beat up Sear’s box with our frame in it. Upon opening the box with our new frame, we realized there were only 2 wheels in the beat up box for a frame that requires 6 wheels. Again, we called the delivery guys and they said that they would report it. Did we believe them? No. So, we also called customer service shortly after who said that it would take 7-10 business days to exchange the frame. When asking if we could just go to Sears and pick up 4 the wheels that were carelessly left out of our box, the customer service representative repeated that it would be 7-10 days to do the exchange. Like you, we work during the day and cannot set aside a 2 hour window for a new frame to be delivered and exchanged to our house.
$1, 000 later and only a mattress to show for it, we are extremely dissatisfied. Because of this horrible experience, my fiancé and I have now decided that we will not register for our wedding at Sears, buy any appliances for our new home at Sears or recommend any of our friends or family to purchase from Sears.
While I am in a similar line of work that you are in, I understand the importance of pleasing the customer and how negative buzz about your business truly affects it. I expect you to take care of this immediately, but I won’t be surprised if my voice isn’t heard by any of the robotic customer service representatives that I have spoken to so far. This experience has been handled so poorly that you have left me no other option then to put this on the social networks and inform others of this terrible experience.
Regretfully,
Michelle Becker
So I had my heart set on a certain treadmill which was displayed on the floor in the fitness section of the store. The salesman on the first day was helpful and my girlfriend and I decided to take a day to do some more research to make sure that the $2000.00 we were ready to spend was worth it.
We come back the next day to purchase the treadmill. We didn't receive service or even a glance from a sales person for 20 minutes. We finally go and search for one who was nice enough but not too extremely helpful. We inform him that we want to get the particular treadmill displayed on the floor. We applied for credit, because according to the sales person we would have interest free financing for 12 months. We were made to fill out the finance forms first before we proceeded with the order. When we attempted to make the order, the sales person stated that he cannot order it and there is no way of telling when they will try and order that particular treadmill again. No answers whatsoever. So he tries and gets a so-called "Fitness Specialist" over to assist who "claims to know people" to try and help us out. Sales person disappears at this point cause he's pretty much not helping matters be resolved. The "Specialist" attempts to make some phone calls and feeds us a bunch of BS about how he can probably get answers the next day and keeps trying to sell us on a different brand or different type with similar features. We came into the store knowing what we want, so we requested that we just purchase the floor model. We were told that we cannot purchase the floor model because the store manager doesn't allow it. What the hell?! Why do you have it displayed than?! Needless to say it was extremely frustrating, so we decide that we are going to purchase an outdoor wicker type storage bench for our patio. Apparently THAT takes two weeks because they have to order that as well. So I ask, "can't we just take the floor model?" The answer is a "no" with a polite laugh to follow.
All I know is that I will NEVER shop at Sears again, they have frustrated me to the point of disbelief. Why the hell do you keep products on the floor if you don't even sell them, don't know when they will be in stock, and take two weeks to receive even smaller items that SHOULD be in stock.
You are ridiculous! So I took my business elsewhere. Oh, and I received free shipping for the same price you were offering. Sears, you have been a tremendous disappointment and I will never be your customer again. Hopefully you fix your system because frustrated customers do not spend money at your store. I was willing to pay top dollar elsewhere given your poor performance.
I'm with you on that one, 123321. There really is no such thing as "loyalty" in retail.
You should have reported the damage regarding the lamp. They are insured against that type of thing.
customer service nightmare
My satisfaction with the contractor A&E technician that Sears sent was good (4 out of 5 stars). However, my experience with Sears Customer Service was beyond a nightmare. Sears has completely lost a customer, plus my family members. I will never go to buy one product or request a service from them.
I had a water heater repair on 01/05/11. After the repair, it broke down on 1/27/11. I called Sears again at 8am and made an appt. for 1/27/11 between 1-5pm for an emergency water heater repair, which by the way took 3 Sears reps on the phone to set the appt. No one called, left a message, or showed up that day. I call Sears again the next day 1/28/11 and a Sears rep tells me there was no appt. set up! I then ask to have a repair done that day 1/28/11 since it was a mistake Sears made. After speaking with literally 9 Sears reps, including a supervisor who said would call me back, but never did, got no where. It was completely exhausting because everytime they passed me onto a new rep, I had to explain the whole story over. Finally, I gave up & an appt for the next day 1/29/11 was made. A tech was suppose to show up between 8am-12noon. Past 12noon, no one showed, and I called Sears to see when they were coming. The Sears rep said after 12! Real specific! (sarcasm). Is it at 5pm?! 8pm?! 10 pm?! Because they're all after 12! They told me they would put in a request to the Tech to call me to let me know around what time they would be arriving. No one called again! The Tech came past 3. I was scheduled to work that day, but I couldn't go in. I couldn't even run errands.
Look, I can't change what I felt in regards to that event. Bottom line: I was not happy with the Sears service...it's just my opinion. People can believe what they want to believe in my complaint. I wish I felt otherwise because I love the history of Sears & Roebuck. Anyways, I'm sticking to my opinion, but, I commend you for being so passionate and sticking up for your company. Obviously they are doing something right with employee relations to keep an employee so dedicated to such a large corporation, where it's easy for workers to get lost. You've made my day at the office ammusing today.
Who said anything about perfect and millisecond scheduling? They gave me a large range and couldn't commit. Maybe the range should be increased, like a whole day. That way, at least the customer won't have certain normal expectations and not plan to do anything else. Again, whats the point of making an appointment. And yes, in fact I did ask about the wait. They said the tech was running behind. Did you think about maybe the contractor was overbooked by Sears and should hire more people or contractors? Maybe there should be a backup tech. Setting up an appointment is making a unified decision and a little compromising from both parties. I trully felt that I did all the compromising and too much, which meant Sears really had no service they offered me except just calling a contractor up, which I could have done myself. I was happy with the contractor's work. It's unforunate that your company doesn't understand customer service and keeping their appointments.
Did you respond to the correct post?! Sears completely ignored/flaked/never set up the appointment that THEY scheduled for me on 1/27. On top of that, they came 2 days after. They were suppose to come between 8-12noon, but came at 3! 8-12 is a pretty large gap. I understand that sometimes people run behind, but 3 hours, really?! We all run busy lives, that's why there are things called appointments and scheduling! What's the point of that when people just show up at random times. Every professional knows time-keeping is important...or in the case of your company, should know.
I'm not saying that Sears hasn't gotten caught up in their own beauocracy...they have. Things that were fairly simple to deal with previously are a nightmare now. However, many times people complain when all that's required is a phone call to either DCSO (don't ask me what the abbreviation stands for) or to Customer Solutions. People complain about a brand new appliance not working right...if it's within 90 days, a call to DSCO will result in an "uneven exchange", they'll be asked to come into the store, pick out an appliance with the same approximate value, and it will be delivered and set-up and the "bad" one hauled away at no cost. No other big-box store has this policy as far as I'm aware. They honestly are trying extremely hard to be all things to all people...however, in the imperfect world we're in, that's almost impossible. They just down-sized middle management the other day - 17 District managers were terminated. Territories were enlarged, and the remaining DM's will be assuming additional responsibilities. I have to admit that the internet experience with Sears regarding their website etc. is still confusing, even to me, and I work there. There is little reciprocation between the physical stores and the internet, and those attempting to return an internet order to the store should come armed with some patience, lol. All in all, it's still not a bad place to work...I'm in Major Appliances down in FLorida, and solve a number of problems daily (I sometimes even sell things too, lol). Have a good one...
Most of the time, the "window" that's established for appointments on service is a good one, providing that nothing unforeseen occurs. You have to remember that many, many times, delays are caused by the customer, not the service tech. An 8 to 5 appointment window isn't a window at all (Comcast does this). And, they don't overbook the tech's. You have to be somewhat tolerant of the situation...remember that EVERYONE thinks that their particular issue is the most important thing in the world, and also expects the service tech to be there yesterday. Having more tech's would be great, they already have over 11, 000 and are actively looking for more - if you know anyone that has a year of appliance repair under their belt, get them in touch with Sears. The job pays well, has many benefits, etc. The point of this excercise is that ultimately, you did get the work done. It might not have happened as quickly as you'd have liked, but it did get done. Somehow, looking at your responses, I don't think you'd have been happy regardless of what happened...and I wonder if you'd have been as vocally positive as you've been negative in here if it did.
Not they owed you one, but did you ask about the delay? Sometimes, things aren't quite as simple regarding some of the more technical repairs, and take considerably longer than was anticipated. Would you prefer that they come to your house, complete half the job, then tell you they had to leave because they were on a "schedule"? Somehow, I don't think so. A 3 hr delay is not terribly bad, considering what they have to do and put up with from people who think that appliance repair can be scheduled by the millisecond. They got to you as quickly as they could, they don't enjoy being berated either. I'm sure that you'd have complained if they got there early as well. It's unfortunate that you have to tolerate imperfect people and events in your perfect little world.
So let me get this straight...you're PO'ed because someone at Sears didn't guarantee you that someone from Sears would be in your driveway at exactly 1:17 pm? Not very realistic are you? You DID get service, just not a "convenient" time...unbelieveable what some people regard as "bad service".
Dryer built with wrongs parts.
My wife and I purchased a Kenmore front loading washer and dryer from Sears on May 17, 2010, in Rochester Minnnesota. In January of 2011 the dryer stopped heating. A service call was made, and the technician discovered that the thermostat(heating regulator) was the wrong model. How was this not caught in production? I would think that the production facility would have a QA team with the same tools as the technicians have. A diagnostic check at the end of production would have caught this. Better yet, why were the wrong parts put on that production line? There should be controls in place which prevent the mixing of incorrect parts when setting up the line for a specific model. This makes me nervous about what else might fail on my dryer or washer. Are there other bad parts, which may lead to my appliances starting a fire? My confidence and respect for Sears used to be, "this is the place to buy appliances". Now it is "tell my friends to avoid sears because they do not seem to care about quality any more". The salescheck number is [protected].
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased a gas dryer (Kenmore) that turned out to be defective in less than one month. I received a replacement dryer that was also defective (began smoking). I was put through so much harrassment with the exchange of these dryers. This dryer cost approximately $700. A number of the representatives were rude. I literally had to make about 20 calls before I could straighten this out.
I think that after all of that the least Sears could have done was give me free installation. I had to pay a plumber three times to install three different dryers.
auto and customer service
1/4/2010
To Whom It May Concern:
As a former loyal Sears customer, I would like to express my disappointment in the service I recently received by your company over the past month. On the morning of 12/4/2010 I had a flat tire, because I had originally purchased the tires from Sears I decided to take my car to the Sears Auto Center located at 2300 Tyrone Blvd. N. St. Petersburg, FL 33710. I spoke with the sales associate and told him about my tire and requested that the problem be fixed and my car serviced (oil change and standard fluids). He told me that they would check out the issue and get back to me via cell phone as to the problem.
I left my car at your Auto Center for well over 4 hours, ample time for the technician to address my issue and service my vehicle (oil change and standard fluids). When I returned I was informed that the issue was a nail puncture and that they removed it and patched the tire.
Later that evening I noticed that the tire that was patched, the front passenger side tire, was flat again. The next morning I took my car back to the same Sears so that your business could rectify the problem immediately. I originally brought my car to Sears on the 4th because I had a long period of time that I could leave it but on the 5th I was extremely pressed for time. After extolling my frustration about having to return the second day, the associate assured me that my car would be diagnosed and ready to go in 30 minutes. I left my car and went to grab a quick breakfast.
When I returned 30 minutes later my car was not finished. The technician did not call me even though he had my cell phone number to tell me that it was going to take longer than 30 minutes nor did he call me to let me know the real issue was with my tire.
The issue was not a nail at all; in fact it was that the tire was cracking. The technician explained that it was a factory defect and was partially covered under warranty, and that they had a new tire and could replace it for $80. With reluctance I agreed to the new tire and had to wait another 45 minutes to have a new tire installed, this process could’ve been started earlier if the associate just would’ve of called me while I was at breakfast rather than waiting for me to come back. As I drove away from the service center my washer fluid light came on which was supposed to be taken care of when I paid for the oil change and fluid services the previous day.
On Monday the 13th I drove from my home to work (approximately 35 miles). When I arrived at work I could hear air leaving my tire. I took my tire to the Sears Auto Center located nearest to my work at 599 Westshore Plaza, Tampa, Florida, hoping for better service than I had received at the Tyrone Mall location.
I informed the technician about my previous experience at Tyrone and what I was experiencing now with my tire. I asked him to remove all of the tires and check them for any cracks, defects, or punctures. I also asked him to top the washer fluid off since the other Sears Auto Center hadn’t done so. He assured me that the job would be done promptly and they would contact me when they had discovered what the problem was.
I had returned to work and after 2 ½ hours later I called the technician back. He said that they didn’t find anything with the tire or any of my tires. He told me that they took all of my tires off and put them in the dunk tank and nothing was wrong with them. I asked him to please check again because I could distinctly hear the unmistakable sound of air hissing from my tire.
He got back to me 3 hours later and said that nothing was wrong with the tires. I picked up my car and when I returned to work I noticed that my washer fluid light was still on and that I could still hear the tire hissing. When I left work that same evening, sure enough, my tire was flat again after being at your service center just hours before and the technician telling me there was nothing wrong with my tires. I had to pump my tire up and I took it to my local Toyota dealership. Both technicians there immediately heard the hissing from several feet away and took my vehicle.
The Toyota dealership called me the next day and told me that the tire would need to be replaced because there was excessive cracking. The tires that I had on my car were Goodyear tires exclusively sold at Sears. I called the Sears Auto Center that I took the car to the third time. I explained to the gentleman on the phone about my saga and how I needed a new tire. He did not apologize for the lack of customer service that I received from his store and proceeded to tell me that ordering the new tire would take a week and offered very little sympathy for my situation. I then called Goodyear directly to see if I could purchase a tire from them and they told me that only Sears could sell me that tire.
After becoming beyond frustrated I called the Toyota dealership back to see if I could just deal with them since Sears obviously did not want my business. After a deeper examination of my tires the dealership found that all three of my tires had cracks in them (see pictures attached). The technician told me that I would need to replace all of the tires.
I was also informed that if the Sears Auto Center took all of my tires off and examined them like they had claimed they would have noticed it right away. I am not only astonished by the service, lack of knowledge, and shear incompetency of the Sears technicians. It is apparent that honesty, fair business practices, and my safety is not a concern for Sears Auto Centers. In an effort to right this situation, I expect to be refunded for my brand new tire that I had to buy from the Sears at the Tyrone Mall. I would also like a formal apology for all of my time, frustration and money that I had to spend that shouldn’t have happened if the technicians would have done their job adequately.
I have always been a loyal customer and I never thought I would have to go through such an ordeal over tires and especially not with Sears. Please right the situation at hand.
Attached you will find the three receipts from the three different times I had to go to Sears. I have also included the information from the dealership on their findings.
I get a response from Sears auto center and they refund my tire. However, i mailed the letter with attached pictures the same day that i posted this on a comments page for Sears.
so then an email chain develops with me and a sear blue ribbon customer service guy who sucked. Sorry its long but please please do not buy anything from them
And we Thank You for being an absolutely wonderful customer and accepting the offered concession. Thank You for your loyalty to our company and you have a wonderful day as well.
Thank you,
Jacquese Calvert
Blue Ribbon Service Case Manager
[protected] Ext 12
________________________________
Sent: Tue 2/1/2011 1:59 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326
You also had my cell phone that you chose not to utilize. I really do not want to get into ethical debate with you or your company. Or discuss morality or safety for customers. Thank you for hard work on the gift card. I really do appreciate the efforts you have taken to ensure that I will continue to shop at Sears. I hope you have an absolutley wonderful day.
Take care and best of luck as an executive case manager.
________________________________
From: Blueribbonservice2
Sent: Tue, February 1, 2011 1:45:44 PM
Subject: RE: Sears Case 3464326
I have provided you my contact information so that you are able to contact me at your convenience, it would not be ethical for me to contact you on your work phone with personal business and again I do apologize. We will process the gift card and it will be shipped to you ground mail within 7-10 business days, we will also provide you with a follow up call/e-mail to ensure that the gift card is received. If you have any additional questions or would like to speak with me further please contact me at your earliest convenience using the contact information below. We sincerely apologize for the inconvenience suffered and thank you for your business and feedback.
Thank You For Choosing Sears,
Jacquese Calvert
Blue Ribbon Service
Executive Case Manager Specialist
Sears Holdings Corporation
Phone: [protected] Ext. 12
Schedule: Monday - Friday 9am to 6pm
Email: [protected]@searshc.com
________________________________
Sent: Mon 1/31/2011 3:23 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326
You have my phone number to call me. You never called me. Send me the $50.00. I guess that is what you feel is sufficient for everything that you caused me including not taking my safety seriously. I will make sure that when I do my promo for the Toyota Dealership and how well they took care of me, I'll be sure to mention the wondeful gift card.
Thank you for effort, time and overall service.
Sincerely,
- a loyal sears customer.
________________________________
From: Blueribbonservice2
Sent: Mon, January 31, 2011 3:57:35 PM
Subject: RE: Sears Case 3464326
I have checked the letter that you have sent to our company and it does not say that you were refunded, it does state, and I quote "I have always been a loyal customer and I never thought I would have to go through such an ordeal over tires and especially not with Sears. Please right the situation at hand" which led me to believe that you had not been refunded and needed further assistance addressing your concern. We appreciate you taking the time out to provide this feedback and it has been forwarded to the appropriate channels, I do understand that you will no longer visit our Auto Center however I would like to know if you would continue shopping Sears Retail. We would be more then happy to provide you with a $50.00 gift card if you would like to continue shopping with our company.
Thank You,
Jacquese Calvert
Blue Ribbon Service
Executive Case Manager Specialist
Sears Holdings Corporation
Phone: [protected] Ext. 12
Schedule: Monday - Friday 9am to 6pm
Email: [protected]@searshc.com
________________________________
Sent: Mon 1/31/2011 10:57 AM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326
Jacquese,
You are furthering my view that Sears is an inept and incompetent organization. If you check your records, I have already been issued a refund for the tire. The point of the letter wasn't to get a refund, I expected that getting my money back was the least that you were going to do. Instead the point of the letter was more to let you know the ordeal that I had to endure with your company which resulted in the refund of my tire, a lost sale for you, wasted time for me, and severed customer loyalty.
________________________________
From: Blueribbonservice2
Sent: Mon, January 31, 2011 11:25:13 AM
Subject: RE: Sears Case 3464326
I have reviewed your letter and it is my understanding that you are requesting a $80.00 refund for a tire that was replaced due to a manufactures defect, am I correct in my assumption? If I am not please briefly explain your concern so that I am able to address it accordingly.
Thank You,
Jacquese Calvert
Blue Ribbon Service
Executive Case Manager Specialist
Sears Holdings Corporation
Phone: [protected] Ext. 12
Schedule: Monday - Friday 9am to 6pm
Email: [protected]@searshc.com
________________________________
Sent: Thu 1/27/2011 1:00 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326
from 9-5 you can reach me at 813.288.1800 ext. 222. after that you can try my cell phone [protected].
________________________________
From: Blueribbonservice2
Sent: Thu, January 27, 2011 1:36:01 PM
Subject: Sears Case 3464326
Thank You for writing in regards to your recent concern with our Auto Center. I would like to speak with you regarding your concern however I do not having a working home phone number on file. Please contact me at your earliest convenience so that I am able to assist you additionally, I look forward to speaking with you.
Thank You,
Jacquese Calvert
Blue Ribbon Service
Executive Case Manager Specialist
Sears Holdings Corporation
Phone: [protected] Ext. 12
Schedule: Monday - Friday 9am to 6pm
Email: [protected]@searshc.com
The complaint has been investigated and resolved to the customer’s satisfaction.
Your complaint was against the service you received from the Sears Auto Centers, but you took it out on the case manager who had absolutely nothing to do with the trouble you experienced. All you did was to show her that you are an ungrateful person - ungrateful for the help she extended to you, ungrateful for the refund, ungrateful for the apology she issued, and ungrateful for their gift to you. Common courtesy to others will go a long way toward others wanting to help you. You got everything you asked for, so why are you still complaining? You asked for a refund for the new replacement tire - you received it. You asked for a formal apology - you received it twice. What more did you want her to do for you? If you wanted a more valuable gift card from them you should have stated that, rather than scoff at the amount they offered.
purchase of a mens wedding ring
My to be husband and I purchased a mens wedding ring on 16th December 2010 from Sears jewelery department. The ring had to be re-sized and we explained to the sales assistant (Tammy) that we were going home to Australia on the 6th January 2011 and would need the ring before we left. Tammy explained that re-sizing normally took anywhere from 2-3 weeks but assured us that she would put a rush on the re-sizing and even noted on our receipt that she would request that the ring be back in 10 days. From about the 3rd January 2011 we started to call the store to find out whether the ring was ready for pickup. We were constantly told that the ring hadn't arrived back in the store. On the morning of the 6th January 2011, we went to the store on the way to the airport and again inquired whether the ring had come back from being re-sized and was told that it hadn't. We requested to speak with a Manager at which time we met April Morgan (Assistant Manager). We explained the situation and again let her know that we had be patient and even if it was 3 weeks maximum that it too, then the ring should have been back in the store. April gave us two options, 1 that she would refund the money, 2 she would send it to us when it got back to the store. As April said that it should be back soon and we needed the ring not long after we arrived back into Australia and we wouldn't have much time to get another one resized once we got back into the country, we opted to have the ring sent as soon as it arrived back into the store. On the 24th January, I wrote an email to April Morgan to find out what had happened to the ring as we still hadn't received the ring. The reply I got from April was " I was informed by my operations manager that the ring has been refunded and a check has been mailed to you. Thank you." Can you please tell me how this is acceptable, and to make matters worse I emailed her back on the 24th January 2011 to ask when the check had been sent and today is the 31st January 2011 and I am yet to hear back from her. How can a large organisation have people that promise you one thing and then not honor that, do not give any reason for the delay and then without discussing with us, change doing what they promised and then not even return emails? I am pretty sure that something went amiss but I am a reasonable person and common courtesy would have been appreciated because we might have been able to buy another ring while we where there even if from another organisation if people had been truthful. In the end we had to make do with something cheap until we could afford to buy another ring, all because your people couldn't do the right thing. I would think in todays economy that service would have been paramount. I have been to America many times and never before had such bad service, especially when it was important.
I would like to know several things 1. What happened, 2. When was the check sent if it even was 3. I've never been one to ask but I want some form of compensation - this was unthinkable that customers had to waste so much time and effort to get service.
DETAILS
tem: Gents ring
Purchase Date: 16th December 2010
Price: $161.42
Sales Assistant: Tammy
Follow-up date: 6th January 2011
Contact: April Morgan
Receipt Number: The only number I can read now is OTT691446057
Jewelry Repair Ticket No: 1419660
I do hope you can assist me with my complaint.
Thank you
Kathy OTT (nee Kitchener)
extremely rude manager
On December 26, 2010 I get a call on my personal cell phone from Sears portrait studio telling me they had a special that included a free 10x13, no sitting fee and each sheet should be $3.99 (I at first thought it was $5.99 but I found my note book where I wrote down the information) So they asked me if they can set up an appointment for me. I thought this was a pretty good deal so I decided to book my appointment on my ONE day off of work on December 28, 2010 at 1:00pm. The photo shoot was not a problem the female taking the pictures was quite cordial and make the photo shoot quite pleasant. When it was time to review my pictures, she went over the specials they had. I then told her about the special I was booked for and she had no idea what I was talking about so she asked me to wait for her manager. This is where it all went down. She was extremely rude! Me being a manager in the hospitality industry I found her behavior so unacceptable. When she approached me and I told her about the special I was booked at she also had no idea what I was talking about and looked at me like I was crazy and said these prices did not exist as if I made it all up! At that point I did not want to select any of the pictures they had taken because I thought it was more of a waste of time. I told her to call her corporate office and see why they would call me on my personal phone, schedule me for a photo shoot and not honor the prices that were said to me. She told me she could not help me! I then just left the store. I retrieved the number that called me on my cell phone to complain about the embarrassment I was just put through! I was literally waiting for an operator to answer for over 40 minutes. This was by far the worst experience I have ever EVER had! To think we are now in January 26, 2011 and I still get so upset thinking of my day and time gone to waste to say the least! When I finally got a hold of someone on the phone I vented my frustrations of the experience I had just gone through. I felt bad for her and I apologized as it was not her fault and she understood but after going through all of that someone needed to hear me out! I told her I wanted a call back as soon as they can figure out why they have people offering specials when they don't exists! About two hours after I got off the phone with the customer service representative, I got a call back stating my information was accurate and they would call the Montebello Portrait Studio to give them the Special Code. About a half hour after I get a call from the Manager at the Montebello Sears Portrait Studio, she had a smart-alecky voice as she was telling me they would honor the prices quoted to me. She really sounded as if she was laughing at me! I NEVER RETURNED TO SELECT MY PICTURES! Deal or no deal! I was made a complete FOOL! That Manager for the Montebello Studio has to GO! Very Unprofessional! How can she make people smile to take a picture with that attitude! This coming from a Manager myself. If there is anyone from the corporate office that would like more detail then explained, feel free to contact me at [protected]@ymail.com
The complaint has been investigated and resolved to the customer’s satisfaction.
I used to work for SPS, however, I did discontinue my employment due to circumstances like this.
First, the $3.99 per sheet coupon DOES exist, but it's very very hard to come by. For you to have received a call from a personal phone (not one of the two studio phones) offering this special starts you off on a bad foot. Then, the employee blatantly lied to you. Each and every employee is made aware of EACH AND EVERY promotion that is active. Even if that employee is NOT aware of the 5-digit coupon code to put that promotion into effect, those codes are always printed out somewhere in the studio on a "codes and prices list".
This goes for any SPS customer - if you have 'heard' of a promotion. Make sure you have a 5- digit coupon code to go along with it. Without that code, employees are allowed and able to deny the use of a non-existent coupon. This can happen EVEN IF someone calls you with an offer. The reason SPS can do this is because they are not the only portrait studio in existence, and many of the offers that SPS chooses to use are also offers used in other studios.
I'm sorry that this has happened to you, and the best way to resolve the issue is actually fairly easy. That studio will still have your pictures on file for another 20 days guaranteed. They'll probably have access to them (as long as you have your sitting #) for about 2 years.
What you need to do is to go to that studio, or call in, and request the DIRECT PHONE NUMBER to the district manager. We are required to give that out for customer service. The next step is to tell the district manager that you were promised a promotion, never given a promotional code, and you were denied that promotion from the start. Explain that you have not returned to select photos due to anger. However, be stern and demand that the manager compensates you for the frustration and the delay.
car damage
Took my car for inspection. After 3 hours of sitting, they called my name and said the car was finished. When I took the car home, I noticed a piece of plastic on the floor. It came from my door window selection. I immedialtly return to Sears and told them about the broken part. The manager said they did not do it. I asked how did he know? He said, "the employee said, he didn't do it". They refused to fix the broken part. I guess I'm the liar. I will never go to Sears for auto repair.
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
no show, late, no call back
We bought a new Kenmore Refrigerator. The icemaker did not work right from the start. The earliest service appointment was a "8am-12pm" a week later. We unhappily accepted it. By 12pm Tech had not called or shown upl. Repeated calls to Service Dept got scripted "I'll pass on the message" and "I will call the service department and they will contact you." We received no response. I finally escalated to next level. After much holding I was told a Tech wold be there at 6:30pm. I asked for 8am next day and was told the earliest new appt was another week away. It's evening now and we're considering returning the item (even though our cabinets were jusst custom cut to fit it). I will NEVER NEVER buy another Sears appliance or service contract. They lost a lifetime customer.
Rich, I urge you to contact the Sears social media people ASAP. They really came through for me. It was just that the service people were just too far gone by then.
Ultimate Positive Resolution
I contacted my Social Media Team personal representative to ask if he would make sure all of the charges associated with the returned refrigerator would be credited back to me. He said he would work on it and call me in one week to follow up. True to his word, he call on the appointed day and asked me to check my account. I observed that all charges, the item and delivery, had been credited back to my account (Thanks Edwin). I sincerely appreciate his efforts on my behalf. As I said before, the Home Service and lower level Customer Service completely undermined this trensaction. Be sure you contact the Social Media team, or at the lest ask for the Escalation department at the first sign of trouble.
Here’s the long final chapter:
Our back-up position replacement unit was to be delivered today. This morning I got a call from a person at the Sears Social Media department who said he was now our single point of contact for all things to do with this refrigerator and would solve any further problems associated with it.
A bit late to help, I thought. To compensate us for the wasted time and aggravation associated with the broken refrigerator, hours of waiting, lack of service, having to again remove stairway railings, shift furniture, and swap out food, I was offered a gratis one year extension to the warranty! I didn’t know whether to laugh or cry. The single largest factor that has escalated a relatively minor problem to large proportions was quality of service. Anything else (cash would have been nice) would have been better received.
The delivery crew arrived within the delivery window. Before they took out the old/new refrigerator I pointed out that the doors did not fit quite right and that the unit was very much tilted towards the rear. The doors interfered with each other at the bottom just enough so that opening one caused the other to drag open part way. In addition, it took considerable effort to hold open the freezer because of the large backward tilt. I wanted to be sure the replacement did not have those problems. Since it is the delivery crew that removes and replaces the doors and hinges and sets the unit in place, I wanted to make sure they addressed the issues when they put in the new refrigerator.
It was patiently explained to me that it was not possible to level the refrigerator since the front rollers are purposely high to cause the freezer to close, and the rear is lower and not adjustable. Contrary to the manual, the front leveling pads can only make the front higher or act as a “brake.” That indeed appeared to be the case.
Fighting the freezer door had become a major irritation in the few days we had the unit. However, I recalled the sample in the store did not have such a tilt, so I assumed it could be leveled. Evidently not so. Combined with the all-day no-show, cancellation, second inconvenience of the swap, and quite frankly the lame offer of an extended warranty, the freezer door problem became the final straw. I turned the “swap” into a “return.”
Our house was now in disarray and without a refrigerator. On our way to look for a new refrigerator, I stopped at Sears to see the showroom model once again. Surprise. The unit in the store did not tilt back and the freezer stayed open until you shut it. The salesman said, “Sure, that’s normal. What else would you expect?”
We bought a new refrigerator from another local store. They have loaned us a 6 cu ft unit to tide us over the three days until delivery. Both Sears and this store told us about a $50 Energy Star rebate, but the new store informed us that the local electric company also would pay us $50 to take away our old working fridge. That’s a lot better than the $10 Sears charged us to remove our old working unit ($60 difference). Too bad it’s is gone.
The Sears Escalation team worked hard, but was undermined by the Service operation. The Social Media team came in too late with too little, and the lower level Customer Service team was simply awful. By the time you get to the Escalation or Social Media people, you are already pretty well on the path to being a lost customer. Both the quality of Repair Service and Customer Service need major adjustments. If I were CMO of Home Services, I would pushing down some "help.”
It was an all together exceptionally frustrating, disruptive and upsetting experience for us. Draw your own conclusions about taking a chance with Sears.
Sorry Dianne, I agree it's unacceptable performance but our experience since then supports that is it is normal.
I was on the phone with the Sears Customer Solutions Escalation dept for an hour. The SR was very nice and knowledgable (unlike the previous people in I spoke with, in Manila I think). The SR set up a new service appointment for two days later as well as a back up exchange several days after that in case the repair was not satisfactory. We wanted to avoid the exchange because getting the refrigerators in and out risks damage to our doorways.
An hour before the re-scheduled repair appointment we got a call that it was canceled due to weather. Sorry again, but that's nonsense. The roads were ALL clear. In fact it was bright and sunny and we went shopping as far as 25 miles away and encountered only clear road.
We gave up on the repair, having spent a total of 13 hours waiting for Sears repairs and unwilling to spend more. We are now awaiting the replacement.
I have simplified what transpired. There's more, including another conversation with the Escalation dept, but I won't bore you.
There is something seriously broken in the appliance repair operation as well as CS. I don't know how you are organized. Perhaps refrigerators are separate, but service is abysmal
In any case, it needs to be fixed.
The complaint has been investigated and resolved to the customer's satisfaction.
My name is Dianne and I'm with the Sears Social Media Support Team. I found your post here and I wanted to reach out to you to offer help. I'm so sorry for the no call/no show you experienced with your repair appointment and for the disappointing experience on the phone with customer care and the delay of service. This is definitely not normal or acceptable. When we service your items, it's always our goal to exceed your expectations; clearly we have let you down. We'd like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (danzee2) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Support Team
thank you i have already sent them a email. i just came home and they responded with a email. they have assigned a case worker and they will contact me within 24 hours. i just want a pressure washer so i can cut sears loose! this was too hard and it was just not one employee. Management was the worst. Not one of them offered their name when I did talk to them and never a last name. I always had to ask who am I talking to. That is very strange to me. I'm done with sears.
I agree with you 100%. I am a long time craftsman club member(1978). When I shop I always check different stores. I will only buy from sears if nobody has the item I want! It is a long story but I let Sears fix my pressure washer for almost as much as a new one would cost but it still was a good washer so I agreed to the repair. They have lost my pressure washer and I can not get anybody to call me back or take care of this problem. I have emailed customer relations about this problem but everything they said did not happen. This has been going for 1 month. I am now trying to find out about my legal rights and that is how I found this site. I don't like walmart because of the salary they pay their employees but they are one notch up on my list. Sears needs a major over haul! Richard C. Smith
truck battery
Today [protected] in rutland vermont the temperature dropped to 23 below zero i went out to start my truck and it would not start. This is the 2nd battery i have bought under warrenty at sears. i purchaced this one last month because it was having the same trouble. I called sears automotive department and they told me to jump the battery and bring the battery in to the store. How is that possible if the battery will not start to get to the store . So i will have to call a tow truck company and have them jump start my truck at my exspence.
The complaint has been investigated and resolved to the customer’s satisfaction.
disreputable business practices
Sears and UPS, or Why American Consumers Hate Corporations
So just over two years ago i bought a Sears Kenmore Elite Oasis Top Loading HE Washer and matching Dryer.
The warranty expired November 2010. The door lock mechanism on the washer stopped working December 2010.
I didn't even bother trying.
So i start looking online and see it's a common problem that i'm pretty sure my mechanical genius boyfriend will be able to fix if i get the right parts.
So i figure why not go to the source and i find Sears Parts Direct online. Clearly stated Sears affiliation, i can use my Sears Card, backed up by Sears Guarantees blah blah blah.
So using the online chat feature on the site (and generally speaking, i Love this feature of the internet) we manage to quickly track down the part i need and lickety split i give up my info and they process my order.
Great, right?
Except during the conversation they twice tried to get me to sign up for some other bs, a home inspection and i don't even remember, let's say a magazine subscription. I was starting to feel a bit hucksterized, so immediately checked the confirmation and, uhoh, wrong shipping address. 7358, instead of 7258.
Soooooooo, i INSTANTLY say in my convenient online chat window, hey it's the wrong address. Oh i'm sorry, it can't be changed once it is electronically generated. I was transferred up the ladder twice to no avail. We can do nothing for you, when (and if) the package is returned, we will issue a credit at that time, minus shipping of course. They also would happily right away order another part for me if i wished. They offered me the 1-800-UPS number and tried to blow me off.
I would like to mention here, that 7358 does not actually exist, even. That address falls somewhere mid-Nabisco factory, as i live next door to the largest functioning bakery in the world.
So i already know from past experience that i am not going to be able to get UPS to change anything.
So while i'm dickering with the online Sears Parts Direct chat box i am also dialing Sears Card itself to complain.
They are friendlier, and in fact tell me they are calliing Sears Parts Direct on my behalf, but alas they can't really do anything either. I get transferred up twice again and finally land with the hope-giving Mari.
Mari immediately recognizes the situation and though she sounds about 14 has clearly dealt with this before and is prepared. Here is what we're gonna do, she says. You're gonna call me back Thursday. You and i are going to act like you just tracked the package and saw the wrong address. They won't change it for you, and they won't change it for me, but for both of us, they should. She gives the direct number for her department and tells me she's made explicit notes so even if it's not her it should be fine. Thank You, Mari!
So i call. The guy knows exactly what i'm talking about. Great, right? We call UPS together where i note he represents himself as a Sears Parts Direct employee, uh-huh... thought i didn't catch that, didya Sears? So anyway, the UPS gal says, Tom are you aware of the type of contract your company has with us? He is aware. But we are just trying to make a small correction he implores, I thought you could call the driver, you have done so in the past. She says the rules don't allow it. So he queries, when people have done this for me in the past, they are circumventing the rules? Yes, she says. She says she cannot do it for this level of service... meaning either or both, i'm not sure, that because of the "level" of contract Sears/Sears Parts Direct has with UPS and/or the fact, i'm assuming, that my package is shipped "Standard", as i heard her mention, well if it was "Overnight" or "Premium Service"... in other words they COULD call the driver, who is literally out with my package as we are speaking on the phone... But either Sears, or myself, or both of us, didn't spend enough money with UPS, so they won't call, even though they could call, and even though said call, i have to believe, would save UPS money in the administrative long run.
So the UPS gal assures Tom and I that the package will be available for pick up at the local station for 5 days, which not surprisingly, i have been there before, and it's fairly convenient, and so i'm fine with this option, because really, what is my option? I thank Tom for his help and he clicks off. The UPS gal gives me the info i need to pick up my package tomorrow, which btw includes yet another phone call to UPS as early as possible in their 24 hour day 'morning' to beg them to hold my package.
We hang up on a friendly enough note.
30 seconds later I watch in complete futility as the UPS truck zips to the end of my block, pausing for a moment, i know, as he realizes there is no 7300 block, and turns away.
This is why American Consumers hate Corporations.
About Sears
Sears Customer Reviews Overview
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2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.
3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".
4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.
5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.
6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.
7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.
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9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.
Overview of Sears complaint handling
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Sears contacts
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Sears phone numbers+1 (847) 286-2500+1 (847) 286-2500Click up if you have successfully reached Sears by calling +1 (847) 286-2500 phone number 2 2 users reported that they have successfully reached Sears by calling +1 (847) 286-2500 phone number Click up if you have UNsuccessfully reached Sears by calling +1 (847) 286-2500 phone number 3 3 users reported that they have UNsuccessfully reached Sears by calling +1 (847) 286-2500 phone number+1 (800) 665-2127+1 (800) 665-2127Click up if you have successfully reached Sears by calling +1 (800) 665-2127 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (800) 665-2127 phone number Click up if you have UNsuccessfully reached Sears by calling +1 (800) 665-2127 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (800) 665-2127 phone numberSears Home Services+1 (866) 850-0518+1 (866) 850-0518Click up if you have successfully reached Sears by calling +1 (866) 850-0518 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (866) 850-0518 phone number Click up if you have UNsuccessfully reached Sears by calling +1 (866) 850-0518 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (866) 850-0518 phone numberNew Orders+1 (877) 550-9254+1 (877) 550-9254Click up if you have successfully reached Sears by calling +1 (877) 550-9254 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (877) 550-9254 phone number Click up if you have UNsuccessfully reached Sears by calling +1 (877) 550-9254 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (877) 550-9254 phone numberExisting Orders
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Sears emailssearscares@searshc.com100%Confidence score: 100%Supportwebmaster@customerservice.sears.com100%Confidence score: 100%Supportsearsservice@searshc.com100%Confidence score: 100%Support
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Sears headquarters3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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