I ordered online a set of 3 tool boxes that were on sale. The ordered was confirmed via email. The original order was for 480.34.
The next day I get a call from the local sears store that 2 of the tool boxes are in the local warehouse. I tell them I will pick them up after the 3rd tool box arrives 5 days later. Later in the day I get this email response from Sears.
Unfortunately, the Sun Sep 28 2008 06:57:44 GMT-0500 (Central Daylight Time) store was unable to fulfill your order #[protected] / salescheck #[protected]. As a result, your order was cancelled. Please accept our apology for this inconvenience.
Someone at Sears canceled my order.
I call the 800 help desk. They apologize and say they will fix it by sending the 3 tool boxes to my home at no cost for shipping.
They ship the tool boxes to my house and in 2 days time they post 6 debits and 5 credits to my credit card account.
Summary: They charge my credit card 1288.15 and than credit my credit card for 589.30.
I call the Sears Consumer hotline and am told they can not honor the original price because the sale is over, but will give me 10% discount off list.
So I order some stuff on sale from sears, they cancel the order and replace at retail price are sorry.
I am returning the toolboxes tomorrow.
I have been a loyal customer of Sears for 30 years. I will never again buy anything from Sears. Their service and support of the customer is absolutely horrible.
Sold appliance which was not available. Held up delivery of four major appliances for over three weeks. Rebate center has no record of one of my rebates...the $610.00 one, although I have verification that the request was submitted. No-one answers the telephone in the major appliance department, it rings until it disconnects. (ALWAYS). I can never speak to someone who is in charge, and is suppose to know what"s going on. Never again...
Today, October 6, 2008, I had my Frididaire dishwasher repaired by Sears Home Services (Sears service order #:[protected]). While the repair technician was on-time and courteous, I am absolutely livid about the $179.00 charge for essentially unplugging the drain hose. The time spent in my home was less than one hour and no parts were required. I expected the charge to be the $65.00 minimum house call fee, assuming that was the hourly rate. I was not quoted the total charge before completion of the work. I have had similar work done by a local firm within the last 2-years at another house and that charge was $75.00. The Sears technician stated that this is the Sears-mandated charge based on the service requested code. According to him, the cost has nothing to do with the time needed to make the repair.
This has done it for me with anything associated with Sears. I mean service, the retail stores, the tools/appliances (which I buy a lot), and the automotive store. I am through! Price gouging of this sort means Sears cares nothing about its customers.
As submitted to the Vancouver Island Better Business Bureau but they could do nothing because of Sears 90 day return policy:
I purchased the sofa on June 16, 2007 at the Nanaimo store with the intention of having it delivered to Campbell River BC for the house that my husband and I are renovating there. I had carefully selected the sofa to match the paint colour we had selected for the living room. The sofa arrived in Campbell River about a week later and was completely covered with cardboard and plastic wrapping. We picked it up with our truck and stored it in the heated garage at the house in Campbell River. The renovations did not go as planned and we had big delays. In the spring of 2008 we had completed enough to take the sofa into the house. When we tried to get it through the doorway it would not fit no matter how we attempted to move it. This should of been my first clue that things were not right with this sofa. We then moved it back out into the heated garage and stowed it there until we could get someone to remove the windows thereby allowing us room to put the sofa in the house. My husband asked various contractors that are particularly hard to get a hold of if this was possible. After finally getting a response that it wasn't I asked my husband to bring the sofa down to our house in Parksville BC as the colour would also match our living room scheme and it would fit through the doorway. My husband brought the sofa down on October 1, 2008 and the neighbour helped him move it into our house in Parksville. That evening when I got home from work in Nanaimo we opened it up and that is when I discovered that it was no where near the sofa that I had purchased in the store. The next day I called Sears Nanaimo and was put through to the furniture department and I think the person who I spoke to was Lisa. She listened to my story and said that I would have to return it to the outlet in Campbell River and that she was busy and could not talk. I told her that I had purchased it at the store in Nanaimo and that it would be most convenient for us to return it at either Parksville or Nanaimo. I then e-mailed [protected]@sears.ca and outlined my story to verify if I could return the sofa for another that actually matches my decor. I was answered on October 3, 2008 that I would have to contact the store where I purchased the sofa and sent their "return policy" link which states that I have 90 days to return a purchase. I had explained that the sofa had never been used, was still in it's wrapping and I had all the receipts. I felt like I was talking to a wall.
My husband called the Parksville outlet to see if we could return the sofa there and they begrudgingly said OK. On my first day off we loaded up the sofa and took it to the Parksville store. Marilyn called corporate in Ontario as she said she needed permission to accept the sofa. Corporate would not let her take the sofa so we had to take it back to the house again. I am very upset that I have to keep a sofa that I did not want, and think is very ugly. I have long ago paid for the sofa and feel that Sears has grossly misled me. I feel that Sears wanted to rid themselves of this sofa and were hoping that someone like myself would come along.
I am now stuck with a sofa that I cannot use and out $750. If I try to sell the sofa I will get a maximum of $300 if I am lucky.
I have been with Sears for years and had one of their Sears cards too. No more. This kind of reward for the customer loyaty I have shown all these years just makes me feel like a fool.
I hope this serves as a warning to other potential customers. Sears does not stand by it's products and did not even bother having anyone inspect the sofa to see if what I was claiming was accurate...they just don't care.
Good luck dealing with this greedy corporation.
I have to say I have never been so unhappy with a store. On 10-13-08 I went to Sears.com to purchase a new washing machine and a new stove. $1200.00 order. I went with sears online because it said next day delivery if the order was placed before 3:00 pm. I did so. I received a phone call right away from sears security to confirm my online order, I asked if it will come the next day since my washer was broke and I had a wash of wet clothes and a messy situation I needed it fast. She told me it is set up as next day delivery, and I would get a call 1 hour before they deliver. The next day came and nothing, I called sears.com they said the order was still in processing, and it showed the washer was out of stock, then she said hold on and checked and told me it was an error that both items would be available for the 15th, to wait and I would receive a call for delivery, now 2 days later not next day as stated online. Then I called back because I still never got a call back about delivery and my husband already lost a days pay waiting for the appliances, they said it was still in processing and any time now I would get a call. So we wanted to cancel the order. The woman offered a 10% off the order, and when asked if we would get a confirmation of that she said yes in 12 to 24 hours. Guess what, never got that comfirmation, big shock there!!!it took me over 24 hours to even get an email of my original order. So the 15th came and still no call for delivery, my husband was up set he called our local P C Richard, they had the same washer and better stove, said we can have it next day. I am looking at both appliances from P C Richard right now and I love them. Went placed the order, by the time I got home they already called to confirm delivery. Woke up today by the phone ringing, and it was P C Richard giving me my 4 hour window, they came at 9:00 am, and I was doing my wash by 10:00 am, imagine that! I called sears.com back and told them to cancle the order, the man informed me that it was still in processing and now claimed my credit card co. was holding it up. Now a completely different story. I told him if that was true then my credit card company would have called me to confirm it not let it go for days. So I told him to cancel the order, he did, and within 2 minutes I got my cancellation emails on the order. Wow, what a company, they won't process an order like they state, but boy they are sharp when it comes to cancelling. Good business, huh? this negative experience will affect all of sears not just online. It is switch and bait, tell people they can have it next day with a false sense, and then give them the run around. I'll even bet they were out of stock and they kept trying to cover it up and keep me waiting. Also, when the order was cancelled there was no 10% discount showing on the order for our trouble so I expect if the item was shipped that would have been another fight as well to get that. Terrible business on sears, false, and just a complete waste of time. I will be happy to push the P C Richard name to my friends and family. Sears will not get any more of our business and I will advise friends and family of the experience. In fact I will send out this letter to everyone I know, and all the complaint sites, as well as all the sears departments I find to inform them of this. Thanks for nothing Sears!!! By the way I used the same credit card to make my purchase from P C Richard and what a miracle...it went through right away!!!
We had this company clean our ducts in September-while doing this they broke the window in our basement...
I scheduled an appointment and the tech came and supposedly fixed. Well that night, my washer wasn't working again. So I called to reschedule. (Knowing that I would have to take another half day off work.) So I called the day before my 2nd appointment (keep in mind, I haven't had my washer for a week now). But I wanted the tech to call so that I could leave my office (about 10 min from home) and just meet them there...well I apparantly had no appointment...so I got rescheduled for Sat ( over a week after my original appointment and 10 days I will be with no washer...
What really bothers me is there "oh well" attitude. The washer should have been fixed correctly the first time, and since it wasn't, I should have priority for a new appointment. If anyone knows where to file a formal complaint, let me know.
I was charge for a CCR plan which is credit card protection plan, I never ask for this service. When I found out about this charges I called Sears and they told me that they were not the ones responsible for the charges. They told me that I had to call the CCR 1800 number in order to have the charges off my account. I called the number and the person that I talk to told me that she was going to set the balance to $0. Next month my account had a balance of $3.83 plus a late fee. For some stupid reason the person who help me out left a balance of $3.83 I called again and they told me that they couldn't take those charges off because apperently they had provided me their service for a # of days. They said that I need to called them the first day they offered me their services. I was never ask if I want to enroll in this plan therefore I didn't know where to call. I am so frustrated of how Sears and this other company are stealing my money. I have called so many times and talk to so many people and they all said they are going to fix the problem, but I haven't been able to accomplish anything. I once offer to paid the $3.83 but not all those late fees that have add up to $372.00. They already sent my account to cellections. Is there anyway to regulate how this type of companies do businness. I don't think is fair for a costumer to be charge for a service that didn't request. My biggest complaint is about their customer service, I don't undertand why they told me that they were going to solve the problem when in reality they weren't doing anything at all.
I wanted to share the experience I had with the Kenmore washer I purchased at Sears. If this makes even one person think twice about their purchase, it's time well spent. Five years ago (in 2003) I bought a Kenmore front-loading washer and dryer at Sears. A couple of weeks ago the drum in the washer stopped spinning, as if it were off the track. Sears charged me $70 to spend 5 minutes looking at it, just to tell me it would cost $824.43 to repair. Tha'ts more than it cost me in the first place. Apparently the "bearing" went out, and the way it's designed it has to be taken apart and a LOT of parts replaced. A washer that is 5 years old and hasn't seen an unreasonable amount of use shouldn't break down so completely where the cost of fixing is greater than the cost of replacing. This is environmentally irresponsible as well- the last thing we need to be doing is throwing away tons of washers because they have parts that wear out easily and are designed in a way that makes them cost-prohibitive to fix. They admitted themselves that these wear out all the time- I wish they had told me that when I bought it. I wasn't even able to describe the problem to their repair center on the phone, you have to go through a machine, or report it online, so you have a $70 repair call. That they spent a total of 2 minutes in my house looking at the machine and still made me pay the $70, for what's apparently a common problem they could have diagnosed without even coming out here, is unconscionable.
Apparently Sears thinks its completely acceptable to manufacture and sell shoddy, hard to fix merchandise so that they can then charge a lot of money to fix it. I looked for contact information on their web site to provide feedback on my displeasure, but there is no way to email them or call them with complaints. For them to not have a way to be contacted, indicates to me that they must have a lot of unsatisfied customers.
Like other reviewers I WAS a loyal customer of Sears. I bought an extended service plan for a GE double oven. A lot of electronics and costly to fix so a servicec plan is a good idea. The oven broke after 2+ years, I called and scheduled service. The technician arrives opens up the oven then says "Oh I can't work on this without pulling it out of the cabinet. It weighs 300+lbs and I'll need a lift and a 2nd repairman to assist. Since they had all this information in their database, why couldn't they plan ahead. I make a 2nd appointment and get the usual sometime between 8am - 5pm, which is a horrible inconvenience. 5pm comes for the 2nd appointment no repairman. I call up and am told that they cancelled my appointment because a 2nd repairman wasn't available. I ask to speak to a supoervisor and the lady refuses, but assures me I'll be the first appointment next time. By now I've wasted 2 entire work days on this. 3rd appointment comes and big surprise I am not the 1st appointment of the day. Its 11am still no repairman. I call service again and have to request 6 times to speak with a supervisor finally demanding it, Carla gets on the phone, I request to speak with the Service Manager (have him call me) she refuses and says she'll only leave a note for the repairman to call me. Now its not the repairmans fault, he doesn't create his schedule, it is given to him. So what good is it to have the repairman call me. Just to be clear this is not a complaint against the repairmen, they work very hard, do excellent work and are usually very pleasant. The problem is with the service operators and the Service management. Sears has lost a long-time customer, and buyers beware I have heard that Sears is trying to get contracts with Home Depot and Lowes for their service. Makes sure to ask who does their service.
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I have contacted about a Sears bill which I have told them I do not owe any money to Sears acct...
I put Unsociliced Phone Calls as it was the only thing that was close. I am getting E-mails regarding some Sears Gift Card from an organizatin called Consumer Study group. I also received a similar e-mail for JCPenny. The only way to get rid of them, according to the e-mail, is to go on the site and aks to be removed. However, the removal is not direct connected, so you need to copy the site and paste it and then contact this company for removal. This is not the way remove is supposed to work and I find it offensive for you to be connected to these people and in some way have them represent themselves as [protected]@Gift Card Survey. It sounds like some sort of scam connected to your good name.
SEARS delivery service people are no good. They want to walk on a brand new rug with their filty ghetto project shoes. Then they don't complete the set-up. Then these boom-booms intimidate you into to giving them a "10" rating. They also can't find the address. Stay AWAY from Sears Delivery BY ALL MEANS NECESARY or Sears Delivey will have a nightmare on your expense. Yowsa, Yowsa, YOWSA !!!
Delivery team delivered not once but twice on the wrong date and the wrong time. No call in advace was provided either never came on the time scheduled. Then when delivered they placed the appliances in the center of the kitchen with the dishwasher still in the box and proceeded to leave. I was told they were to take the appliances out of the box. I wanted to inspect the dishwasher so I asked to view it, the individual gabbed the box tore it down and said see no damage and walked away.
This was just one of the many many problems I have had with the delivery service with Sears. they expressed both appliances were to be delivered. Then they said they only had one after I pulled all appliances out and threw food away. The only justification they want to do is offer a 50 rebate???????
How about waiving the delivery fee.
Never have Sears deliver appliances!!! Will never buy again from Sears
Our oven began beeping and displayed the error code "FO". We contacted Sears and they sent out a repairman...
I went into the Sears Auto center at Southpark Mall on 9/28/08 and dropped my car off at 10:30AM. I wanted two new tires placed on the front of the car and one stud replaced on the right front rotor. The car was finished 2PM, keep in mind when I walked out in the shop once to check on the car the employee asked me did I know how the brake pads went back into the brake assembly. I paid and went to leave the parking lot and heard a noise from the right front tire like rubbing metal. So I turned around and drove the car back into the service center and explained the issue. The employee that previously worked on my car pulled the left front tire off and while trying to remove the right front tire the lug nut for the new stud he just replaced would not come off. He stated that it could have been the incorrect lug nut. He had to cut the lug nut off and reinstall a whole new stud on the rotor once again which caused him to have to drive to pick up another one which I waited for once again. After the new stud was replaced and the new tires placed back on the front of the car I went to leave and drive home once again. I live several miles from the sears auto center and got about half way there and the car felt like something was holding it back a little. I pulled into my driveway and smelled burning brakes. I noticed the right front tire was smoking and I touched one of the lug nuts with my thumb and it caused a blister immeadiatly from the heat. I placed a jack under the car and tried to spin that wheel and it would not turn. I called Sears and they said to call a tow truck to bring the car back to the shop. I called a tow truck (around 5 PM) and they took the car back to the shop. Sears once again looked at my car. My brakes pad were damaged due to the heat, my CV boot was ripped (which wasnt before) and the heat warped my rotor to the point where it needed replacing because the right front wheel still would not spin. I called a ride to take me home and I arrived home at 7:30PM that evening. I called the next day to speak with the manager and asked for an update. he told me he would have a class 3 tech look at the car but doubted the CV boot could have been ripped just by putting tires on the car. I asked for a update before any parts were put on and I had concern about the axle since that side got so hot while driving home. I called 5 times between 11AM and 12PM on 9/29/08 and no one answered the phone at sears. I am still waiting to see what the resolution is but they seem unwilling to repair all of the damage they caused. I was told on 9/29/08 at 8AM that I would have an update and it is now 12:49PM and I have again for an hour and no one is picking up the phone.
When the merchandise I ordered didn't arrive, I went to the store to investigate. The store manager wasn't in, so I spoke to the assistant manager instead, a woman - no lady she - named Margie Martinez. Customers are supposed to come first at Sears, but not when said customer has to deal with Mediocre Margie.
I felt like I was on trial rather than in a retail store. Ms. Martinez insinuated that I had done something wrong during the ordering process, and seemed intent on getting rid of me as quickly as she could. This woman could definitely use a refresher course in customer service and common courtesy, because one day she's going to push an angry customer too far and the rest of us are going to read about it in the paper.
I canceled my order and went to Lowe's. I will give them my business from now on.
I tried to either exchange or return a dehumidifier that was not working and was still under warranty to the Sears store that I bought it from. I had the receipt too. They called the manager and he informed me that I had to take it to a separate store that did diagnostic tests on it and I was to pay them $29.99 to diagnose the problem and then pay them to fix the dehumidifier as well. I have dealt with Sears all of my life . I have have always had problems from them as well but have over looked them in the past. Finally after 40 years of dealing with there bull ...DING ! A bell went off . I have finally decided to stay clear Sears. I can easily find stores with equal or better products that will stand behind there products. I was not very happy throwing away over $200. on a humidifier that can not be used. Everyone is eager to take your money but if there is a problem they don't want to take care of it.
I have a service contract with Sears for my Amana 22 u ft. Fridge. It was not cooling. I called Sears and...