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Sears
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ADVERTISIMENT
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Sears - washer broke

Bought a washer and dryer for daughter in Tennessee I live in NY. Used my sears credit card. Washer broke down after 2 months and repair preson clueless said it was the timer. 1 week later the part comes to daughters home and then the guy said there was another part behind that one that was broke and it will be another week. I make phone calls up to corporate and speak to a Mike who said I would be gettin a new one on Saturday that was another 2 day wait. Well these idiots ( thats being nice) sent a dryer. More phone calls and it will be Tues. If I could I would of reached threw the phone and punch the rude woman Meagan. I now have to wait for Monday to speak to corporate and will expect a refun of some sort will pay the 300 left and then cancel the card or might just tell them to shove the washer and dryer and go elsewhere. Will never ever buy another thing from Sears and will never recommend them. No wonder they have finanial problems

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11:37 am
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Featured review
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there are two employees there that are extremely un professional in front of my wife and children, we called and set up an appointment that was pleasant greeted by a warm voice of a professional young lady, Once there for our appointment there was two monsters of being human. her name was shamera with her side kick becky or betty . once approching the...

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1:48 pm
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Summary: We bought a fridge and the delivery was rescheduled three times. after numerous complaints to sears, they promised – twice – to send us a refund. it never came. = Details: (day) (date in yymmdd format) (time) (number called) (incoming or outgoing call) (comments) Saturday 090823 bought the fridge at the sears outlet store on marsh ln. between...

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3:43 pm
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Sears - quality, warranty

Battery 'Diehard BAD QUALITY, Sears did not keep warranty terms and free service change battery ' in the my car
Ferst battery gold put 11/05/2005, second visit 02/19/08 toexchange new battery and I pay $13.90.
02/18/09 next visit battery exchange new.
10/13/09 next visit battery dead, sear want the exchange new battary $56.06+tax and manager Bill tool me about the best quality battery Diehard?
10/14/09 Oleg, Toyota 2002 Solira
[email protected]
cell7325515833

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1 comment
M
Dec 30, 2009 2:35 pm

You either have a problem in your vehicle that is killing batteries or you are the MOST UNLUCKY PERSON IN THE WORLD to have 5 batterys go bad. GIVE me a Break! most battery manufacturers have a warranty rate around 3 percent (3 out of 100 go bad) I could maybe understand if you bought all your batteries at the same exact time (odds are they were produced on the same production line, and maybe Joe Schmoo had a bad day at work that day) but you bought them all at different times so your odds of getting 5 bad batteries is probably somewhere in the neighborhood of 1 in a million! Get your car checked out! Stop wasting Sears Time and Money!

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9:24 pm
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Sears - repair appointment

On Friday, October 9th, I called the Sears service repair center's toll free number to schedule an appointment for my Kenmore washing machine which had developed a leak. After talking to the representative about my service needs, I was convinced that I had an appointment for the following Wednesday. Since I had originally planned to ask for only a half day off, I requested the latest appointment available. The representative assured me he would note that on the appointment request.

On Tuesday, October 13th, I called the service department to let them know that the repair technician could come as early as needed since my administrator agreed to let me take the whole day off in order to get my washing machine repaired. I was shocked to discover that my appointment did not exist according to the repair department.

After talking with a second representative and being told repeatedly that she was "sorry for the inconvenience" and the next available appointment was October 21st, I asked to speak with a supervisor. The supervisor with whom I spoke was Jane Chavez (35698). Again I was told that the service department could do nothing even though the supervisor confirmed that according to their own records I had called on the previous Friday and had spoken with a repair department representative. It seems obvious to me that a repair was requested. Why else would I call the service request number specifically? When I asked her to review the tape recorded message, she informed me that it would take time to do that. Even though I had been on the phone with the repair department for more that 30 minutes at that point, I offered to wait. She said it would take too long.

At that point I requested either an appointment on the day I originally made other arrangements with work in order to be available or a discount for a later appointment if that date was truly impossible. She repeated that no appointments were available and that she did not have the authority to authorize a discount.

In essence, I am very disappointed with the service representative who should have correctly scheduled my initial request for an appointment. Now I will have to request an additional day off and wait another week for my washing machine to be repaired. I am not pleased with the supervisor either. Although she remained calm, she offered me empty apologies. As a returning customer of Sears, I expect to receive better service. I made the appointment in good faith, yet I am the person who is frustrated and inconvenienced because the service repair department employee did not do his job correctly. If the Sears repair department could not honor the original appointment date, I think they should compensate me in some way for their representative's error. I would much rather have my appointment, but something should be done to atone for my trouble.

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10:43 am
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I am now in my 5th week of waiting for a part for my 14 month old Samsung 32 in. flat screen tv, covered by the Master Protection agreement. From the beginning my tv repair was bungled. The day after Sears repair center accepted my tv, they called to let me know it was too large to be fixed there-couldn't this have been mentioned upon drop off ? After...

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8:05 am
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Sears - defective product

We, husband and wife, purchased rims, tires, and warranty from the Sears Auto Service Center. After a couple of months, the tires started forming bubbles on the side. We were told about a better tire, paid the difference related to wear, and got the recommended tires. A few months later a tire started going flat. It appeared to have a slow leak because even though we put air in it, it would go flat a few days later. We took the tire back and were told that they couldn't find anything wrong. The tire was re-inflated and we were told that it should be fine. A few months later, the tire started going flat again. We toook the tire back and was told the there was trash in the bead. The tire was re-inflated and we were told that it was fixed. A few months later, the tire started going flat again. We took the tire back. When the service employees found out the problem, one of them said, "Oh, this free." Even though we purchased the warranty, it seemed like it was worthless. They weren't going to make any more money off of us so it wasn't important. We were then told that the rims were bent and there was nothing that they could do for us. We were told that there was no manager available. We went back the next day and spoke to the store manager. We left the car and waited on a call. When we didn't receive a call, we just went back to the store and we were told that the manager had left for the day. They gave us the keys and we asked if the tire was fixed. We were told that the manager said that there was rust in the rim, he filed it down and the tire was re-inflated. They told us that they think that it was fixed. A month or less later, the tire started going flat again. It takes a lot of time out of the day, time off from work, and effort to keep coming back to a store only to find out that the problem is still there. Each time, I hope they have found the problem only to be disappointed months later. I depend on my car to transport my two year old daughter and to get to work. I have had to leave my car at home to go to work because of a flat tire. We can't feel safe driving around town yet alone out of town. I made a complaint to another on line department and was responded to that the store manager would call us in two days. It has been a week and we still have not heard from him. This is not the service and quality that I had grown to know from Sears. We were faithful customers of Sears because we believed that the service, quality, and customer service was good. I purchased windows for my home, appliances, clothing, lawn equipment, household items, etc. from Sears. Now I am being treated as though my satisfaction means nothing. Can I please receive a response from someone that is going to help me.

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E
Oct 13, 2009 8:11 am

I had Sears install my roof on a 1860 home...they majorly screwed it up...cost me alot of money to repair their damage(|I would have been better off not getting a new roof compared to what they did to it)that they caused...they didn't care...I haven't shopped at sears in years...perhaps we all should stop shopping at that store and see how long they stay in business. I mean Iam surprised they still are in business with the so called "customer service" they provide.

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12:51 am
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October 11, 2209 Sears Corporate Office 3333 Beverly Road Hoffman Estates, Illinois 60179 Attn: Advocate and Corporate Complaint Department Re: Customer Service about Sears Order number 88537893 To Whom It May Concern, I would like to file a complaint against the Store Manager Sheik Yousuf of Sears Department Store in Topanga. Sheik Yousuf - Store...

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9:52 pm
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First, never buy from sears!!! Sears will try to rip off the customer every time. Bought a $30 pair of shoes from sears. Employee failed to remove security tag on shoes. After driving 75 miles back to our home, we realized this. We didn"t realize it was an exploding ink security tag (That part was scratched off). Thus, ink everywhere when taken off. Ruined...

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ADVERTISIMENT
J
12:08 pm
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Sears - repair service terrible-poor customer relations

I saw the commercials for Sears Blue Team, service repair specialists. My dryer died suddenly and decided to give Sears a call. I was told Sears would come out and repair my dryer, I would have to wait a week for the vist however. I waited a week, took a day off of work to wait the four hour window provided to me for the technician to arrive. He arrived within the timeframe and informed me that he would need to order parts and that I would have to be rescheduled for another week. Understandable, a pain but understandable. I wass given a four hour window again 8-12pm the following week (seven days later). I called Sears that morning to ensure a tech would be at my home between 8-12pm as told a week earlier, I was told that a tech would arrive and call before coming. At 11:24am I was called and told that a tech would not be able to come and service would need to be rescheduled for the following week. UNACCEPTABLE. I asked to speak with customer service to get my money refunded $205.63, I am going to buy a new dryer from another retailer. The person on the phone was very rude and told me that he did not deal with money and refunds, I repeated for him to connect me with customer service or whomever does handle money and refunds. He hung up on me. I called back and asked for customer service. After telling my story to two people and being on hold for 15 minutes I was told that a refund could not be given until the parts that had been ordered by the original technician and delivered to my home by UPS where picked up by Sears. I had to schedule another four hour window four days later for someone to come and pick up the parts, I then have to call Sears to get my refund. Sears had dropped the ball big time and has lost a customer for life. I have purchased many items from Sears in the past, many that cost thousands of dollars. I will not spend another dime in Sears. Sears has lost their appreciation of their customers and their poor customer relations is one of the reasons Sears has had such a decline in business. Sears used to be legendary and a premier in the industry. Now they have hit rock bottom and it is no wonder they have the economic issues and low customer counts.

Jeffrey Forlastro
203-565-4697

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1 comment
M
Sep 02, 2010 8:35 am

Had an appointment set up for today under their extended warranty program - they called this morning and said so sorry - overbooked - you will have to reschedule. This is not the first time this has happened! Don't sign up for their service - it is lousy! If and when they get here, it is usually another wait for them to order parts (even common ones).

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10:57 am
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Sears - very poor shipping

On Friday I ordered a door seal. I was told that it would be delivered on Monday. Ieven got the email confirmation stating Monday was the delivery date. I thought this was very cool since I hate to wash dishes for my family everyday.
Monday came and went, no part. Tuesday came and went, not part. I called sears late Tuesday and was told that the $14 I paid for shipping on a $53 part was "standard shipping" for a 5-7 ( or maybe it was 7-9 ) business day delivery. WOW, talk about a shipping rip off.
I'll never order anything from this place again... EVER.
Meanwhile, I wash and wash the dirty dishes!

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2 comments
L
May 21, 2012 9:05 am
Verified customer This comment was posted by a verified customer. Learn more

I made a mistake while ordering a part and immediately tried to change it. I was told that it was clearly stated in their policy that there can be no changes or cancellations once the order is placed that I can call for a "cancellation number" when I receive the item. They will not return the $10.99 that I paid for postage and I will have to pay for the return postage and the "cancellation number." I thought I could trust Sears.

S
Dec 01, 2009 2:34 am

I ordered $100 in goods earlier this month and aside from receiving a couple items, it has stated this entire time that the rest of my order would arrive in "7-9 business day."
Ummm...it has been a month and there isn't even a tracking number.
I just emailed Sears.com about this AS WELL as a package of men's Adidas cologne (for my boyfriend) I bought off their site which arrived with the plastic screen to the box ripped off and jabbed numerous times with what I believe was a pen. Also, the package was rather out of shape and the cologne was out of the package with the lid off. How embarrassing giving it to him Ughhh!
I had no idea that such a large corporation could be SO ###.
I would rather have paid extra and shopped from Macys, Jcp, or Bloomies than deal with damaged goods, and packages which never arrive!
The shipping is ridiculous as well -- I agree!
I hope your dishwasher arrives. I'm never ordering from Sears.com ever again neither!
SEARS SUCKS!

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2:04 pm
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Sears - defective repair/deceitful diagnosis

From: [email protected]
To: [email protected]
Subject:
Date: Fri, 18 Sep 2009 18:38:40 +0000

*
PEACE

SEARS AUTO CENTER

727-846-6228

Hello Joni,

I am BJ. BEATTY, my family and I recently moved to PORT RICHEY FLORIDA.

Since hurricanes KATRINA and RITA we like so many others have lived multiple states.

My wife and I chose this particular town for medical and academics reasons

She has a terminal condition called LUPUS and we have school age children.

We recently had our car serviced at a local SEARS automotive repair station.

We have always trusted in SEARS for integrity and quality goods and service.

Today the automobile that we had serviced has been rendered BROKE DOWN.

This is our only means of transportation. Thus I wanted to make sure that the work that was done was done professionally.

This is why we had the service performed by SEARS.

The service that was done was determined so be sufficient. I am a member of the FIRST BAPTIST Church.

My wife and I also operate a ministry that aids in transporting shut ins to and from DOCTORS appointments.

SO WE DESPARATELY NEED TRANSPORTATION.

The assessment made by your shop manager was accepted and the supposed repair was completed on the same day.

The repair date was 09/07/2009 the automobile was dropped of at 09:20 am.

The actions performed lasted for exactly six days. As we were returning from church services we begin to experience some of the same issues that we thought SEARS had professionally repaired.

We paid to have auto towed to sears on Sunday the service manager indicated on Monday that he would have it towed to another location for an evaluation that he was unable to perform.

I was told that the matter would be handled by Sears for it was apparent that SEARS automotive repair department had misdiagnosed the repair.

I was told someone would contact me when it was ready for pick up. The following day I had to call the manager (ALEX MACALUSO). He was not in but left word with Joe Esposito that he would be gone for the day.

I was unable to call back the following day for my wife is experiencing major complication from Lupus thus our family was committed to be with her at the hospital.

Our Pastor/Friend made contact and ultimately spoke with manager ALEX. He was told to call back several times. Finally manager Alex became verbally abusive and totally unprofessional.

We were told to contact STORE MANAGER ORLANDO PEREZ for the matter was out of his hand, and he did not care to be bothered by our church nor our automobile.

Many attempts have been made to contact Mr. Perez but he seems to be ever elusive and my Pastor and have no desire to contact Mr. Macaluso because he has very mean attitude and wishes to now hang up as soon as he realizes who is attempting to make contact.

Ms. RENICK our church loaned us the $385.74 to pay for the repair. This is why our Pastor/Friend elected make contact. Not to mention that a vast majority of our members shop at Sears for all the reasons mentioned before. This is why this whole ordeal has been so devastating. We have patronized Sears for years and have been confident that our experiences would always be positive.

That is not the case anymore. I am 60 years of age and really do not need this aggravation

I grew up with Sears in my family. Right is Right & Wrong is Wrong!

We need our transportation repaired.

We need someone within your corporation to intervene.

Sincerely

Mr. & Mrs. Beatty.

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Sears - policy for master protection cancellation

I purchased a Sears dishwasher approx. 2 years ago. I also purchased a 5 year Master Protection Agreement along with the dishwasher.

I am moving and no longer in need of the extended warranty. I called today to cancel and was told that they
would credit me once I gave them the credit card information that I originally purchased the dishwasher with.
I explained to the representative that I no longer had the card, the account was cancelled a year ago. He told me
that this was the only way they would refund my money. How is this possible? I answered all their questions, they have proof enough that I am the original buyer. I am still at the same address where they delivered the
dishwasher, but because the account is closed I cannot be refunded my money. "This is our policy" is what I am told by the manager in charge. When I inquired about what the company that I no longer have the account with would do with my money they were going to give to them, they told me "They should send you the money, but I don't know for sure". Boy, that is a wonderful response.

Apparently Sears believes you should be bound by your original payment method. It's not like I purchased the item 2 weeks ago and are trying to scam anyone. They have had the money for 2 YEARS.

I can assure you I will NEVER purchase another item from Sears. At this time, every appliance (except my microwave) in my home has been purchased from Sears, but at my next house I will not make that mistake again!

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7:24 am
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Sears - Oven Broiler element caught fire

My Kenmore electric range caught fire while broiling a steak. The broiler element became white hot and continued to burn after power was shut off. Fire Department called. The element broke into white hot flaming chunks and fell to the bottom of the over where it continued to burn white hot. I purchased the oven new about 5-6 years ago.

Sears web site customer service does not handle this type of complaint. Phone numbers are for service or delivery only. I cannot get through to someone who will help me.

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5 comments
J
Mar 09, 2011 2:16 pm

My Sears Kenmore Electric Range Model [protected] oven seal contains toxic materials. A few minutes after I turned on the automatic oven cleaner, a foul smelling toxic gas filled my apartment and created a cloud. There was no way to shut off the oven. I even tried unplugging it. But nothing would stop the oven cleaning. When I tried to open the oven door, a flame shot out. Everyone in our entire apartment building left their apartments and went outside because they could not breathe. Sears sent out 3 repairmen on 3 different occasions and only the last one admitted that the seal on the oven door was the problem. He replaced the seal. But now I am scared to clean the oven. The toxic materials might get into my food. My lungs are already damaged. How can I get Sears to admit that they used toxic materials in the seal? Are there any class action suits that I can join?

B
Apr 23, 2011 12:25 am

I also have a electric range and it to caught fire. I was sitting right beside it and was able to get it out myself. I had to turn the breaker off to finally get it to turn off. I called Sears and they hung up on me and was willing to send someone out to put the same board with safety issues also. They really disappointed me with the fact they didn't even care what model it was. My last Kenmore product I will buy. I will buy from someone who actually makes the product, instead of put their name on it.

T
Oct 21, 2009 4:50 pm

Almost the same thing happened to us on 10/16/09. I turned the stove on 375 and set the timer for 25 minutes. After 10 minutes, the stove beeped twice. That caught my attention so I went into the kitchen to find that the stove switched over to broil mode (on its own accord) and the only way we could get it to shut off was to kill the circuit breaker. After letting it cool for an hour, we switched the breaker back on and the same thing happened. I called Sears and they said the only recourse I had was to file a complaint with the CPSC. I should mention that the stove is only 5 years old. Sounds like we're in the same boat. I know there was a recent recall for some Kenmores because the stovetop would stay on. Maybe they'll issue another one. Good luck.

S
Oct 02, 2009 8:12 am
Verified customer This comment was posted by a verified customer. Learn more

You should have taken some pictures and sent them with your explanation of what happened to your state consumers affairs department and at www.SEARS.com. At the SEARS website click on Customer Service at the upper right hand corner.
Under PRODUCTS you can see if your toaster oven was recalled under Product Recalls. On the same page you will see at the bottom of the page NEED HELP? You can phone, E-mail, or Chat. I'd also go into a SEARS store and talk to an appliance salesperson and see what they can do for you. Or what they won't do for you.

It's particularly important to fillout and mail the registration card when you open and use the product. It's a way the company can send you any recall, safety, and service information or send you parts to change out. Otherwise, the manufacturer or the company you bought the appliance from thinks you bought the product from a garage sale or flee market. Unfortunately, if you don't buy their service agreements it becomes the price you pay. They just don't make them like they used to.

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Sears - finance charge

I paid double the minimum payment and still got a huge finance charge! This must be illegal. Can someone answer as to when Omama's credit card ant rip-off legislation goes into effect and who is fighting Sears on this incredibly terrible business practice. I will never buy from them again once I get this card paid off. Never.

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1 comment
B
Feb 03, 2010 3:24 pm

I a sears master card holder have come upon hard times like most of the world. Made payment a arrangement with sears for my sears card and master card on the same day with the same person on the phone. When I reviewed my bank statement after a very rude call from a collection agent in reguards to my sears master card. The arrangement went through as planned for the sears card but not for the master card. Now I'm in collections and have a bad report on my credit. No one at sears can help they say but it is there fault that the arrangement did not go as planned. I trusted that they would do what they promised. Sears is the ones that called and wanted the payment plan to come directly from my checking account and that is the way it was suppose to happen. and now I pay the consequences. There has to be someone that can reverse this BIG MISTAKE that sears made.

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2:54 pm
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Sears - slow posting of payment on account

I use my Sears Master Card for all small purchases (under $500.00). I am in Leesburg, FL visiting family and am scheduled to fly back to New York tomorrow at 11:40 am from Orlando. I have reserved a car at Budget in Leesburg and arrived to pick it up at 12:00 noon.

My Master Card was rejected because I did not have at least $200.00 credit available (my fault for not check the available credit earlier. I assumed I had at least that much.) I did have $184.00 avaiable credit.

I called the 800 number on the back of the Sears Master Card and made a payment from my checking account for $200.00. I asked the gentleman on the other end of the line if he could expedite the payment so that it would post immediately. I explained the situation to him. He said that the $200.00 payment would post right away and that I should have no problem renting the car.

That did not happen. The computer at Budget again rejected my card. I left to have lunch. I then went back to my father's home and called the number on the back of the Sears credit card. This time I was told it would take 24-48 hours for my payment to be posted to the account.

I told this person what the first person had said to me about the payment being expedited and posting "right away." This second person informed me that Person #1 should never have said that to me. I asked if anything could be done to post this payment now. She said nothing could be done. I then asked to speak to a supervisor.

The supervisor reiterated that nothing could be done to expedite the posting of the payment. I asked that if I went into the local Sears store and paid $100.00 cash on the account - would that cash payment post immediately? He responded in the negative. He stated that only debits to the account (purchases) are posted immediately.

I asked if there was anything that could be done to credit the account with only $16.00 to bring the credit available up to $200.00. He said he would ask the computer for a credit increase. The computer rejected the request. I ONLY NEED $16.00 CREDIT. I have paid my bills on time. I cannot believe that there is nothing that Sears could do to help me out of this $16.00 bind, given my payment history.

Why is this so difficult?

Robert Memmoli
Account: 5121-0797-5373-8548

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J
7:05 pm
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Sears - simply awful

I have had the worst customer service experience the Sears Rockaway NJ store. Actually this is the second issue regarding the same product; a 30” slide in range that costs 1500.00. The first issue was at the time of purchase on 2/10/2008, and the second when it was SUPPOSED to be delivered and installed 3/1/2008.

The purchase of the range took 3 trips to Sears to complete the transaction due to the fact that the sales associate and her manager could not correctly figure out if the range was hard wired or required a cable, then could not determine if the cable and a mounting bracket were included or not. I left the store and contacted the Sears National parts service center and found out the details; and was informed that a cable was required and should be ordered at the time the range was to ensure the installation could be complete. I then went back to the store later on 2/10/2008 and the sales associate informed me that the cable was included and I would not need to order it separately so we completed the transaction and I was given an extra $50.00 off of the purchase price of the range for my trouble. The sales associate also noted in the delivery instructions that, “the installer was to pick up the unit at distribution center 8714, and take away old unit.” The next day the sales associate phoned me at home to advise me that I needed to have the cable and should go to Home Depot to get it. So I did.

The second issue arose on 3/1/2008 over 3 weeks later at the time the range was to be delivered and installed. As per the process the Sears installation vendor (NOT Sears as I later learned) phoned within 48 hours of the purchase and we arranged the install for 3/1/ 2008. On Friday 2/29/2008 they confirmed that they would be at my location between 9am and 1pm. They arrived after 12 noon and asked me where the range was? I advised them that it was to be delivered at the time of installation and that I would show them my receipt. I was informed that it didn’t matter because they didn’t have it and there was nothing they could do. I requested that they wait while I call Sears and they jumped into their truck and left. I contacted Sears in Rockaway and the appliance manager and sales associate advised me that there was nothing they could do so I requested to speak with the store manager who was too busy to talk with me and never bothered to return the two messages I left. I advised them of the importance of getting this done today due to the fact that I had furniture moved the old range de-installed cleaned and ready for haul away, and basically my house turned upside down to ensure NOTHING caused the installation to fail but it did anyway. And would I be traveling the following week and the next weekend I had important commitments and could not wait for 4 to 5 hours for the installation. After that I spoke with the National Customer Relations Team that told me how very sorry they were and then emails started to arrive to tell me how sorry Sears was about the situation and they would contact the Rockaway NJ store to see what could be done. I was then contacted by the store manager of the Watchung New Jersey Sears who was a bit upset with me because I logged a complaint with her store and didn’t even buy the product from her store. I advised her that it was a mistake by the National Customer Relations team and she said that she would get that changed to the Rockaway store, and was sorry to hear I had a problem but she too could do nothing.

I then contacted the Sears Installation department that actually showed some effort to correct the situation. I ended up speaking with them numerous times throughout the day and learned the following things about the Sears delivery and installation processes:

• The original order was processed wrong by the sales associate; however the department manager in the store disputes that fact
• The delivery notes on the order do not download to the installation reports to the installation vendor so they never saw them
• Installers are not allowed to answer their cell phones at a customer site – a Sears requirement
• The installation vendor’s hours of operation are Monday to Friday 9 to 5pm, even though the message states that their hours are Monday to Saturday 9 to 5pm. They changed their hours about a month ago but didn’t update their message, or provide any emergency contact information.
• The Sears installation team has a special number to reach the owner of the installation vendor however the owner did not bother to return their calls.
• The Sears installation department only has the option to offer another trip charge to the installer to entice him to adjust his work to meet the commitment Sears and the installation vendor originally made to me.
• Even though the installer may be enticed with an additional trip charge he can not change his schedule unless the owner approves. As I stated earlier the owner of the installation company did not both to return the calls from the Sears installation team, provided they even placed them.
• The Sears National Customer Relations Center sends emails and that’s all! And is very sorry for your inconvenience and contacts the local store to resolve issues. The local store manager never bothered to take action that I could see.
• Even if the installer would have agreed to do the job, and the owner of the installation company would have actually called back and approved the change there was no telling if the installer would have had access to the Sears Distribution Center to get my range, because installers only have limited access on specific days and times. No one at the Sears installation team really knows exactly what the DC hours of operation are.
• The Sears Rockaway store manager and owner of the Sears installation vendor company could not be bothered to get involved to support the resolution of the issue.
• I was advised that the distribution and installation processes have changed recently and not everyone is quite up to speed on them.
• Disputes between the Rockaway sales department and the installation team continue as to whether the order was right or not even after the order was cancelled. I wonder if the installation could have actually worked out if the effort was put into correcting the situation instead of pointing fingers.

This is all of the garbage and information that I have been forced to come to know while I was just trying to get my range delivered and installed. The manager of the appliance department seems to feel that offering $ will resolve any issue and refused to understand that I needed my range installed on the day they originally committed. The next date that was most convenient date for Sears and the installation vendor was not convenient for me, besides the fact that I would need to take vacation time. And my old range was already de-installed and my house is turned upside down with furniture moved etc for the installation that no one could seem to get done. The managers from the different stores and installation vendors etc could not be bothered to get it done either. I received another call from the appliance manager offering me more $ to agree to another installation date, and again I had to advise him I would not be in town next date that was convenient for Sears and the installation vendor. The theme here is that it’s got to be convenient for Sears and the installation vendor even though the first date was they couldn’t meet that one either. The date that most convenient for me was the original date that Sears and the installation vendor agreed but were unable to meet. I was contacted the next by the Sears installation team and was advised that they were continuing to work on trying to complete the installation but the associate openly admitted that he probably can’t do much. Twenty minutes later I was advised that yes they found an installer however the distribution center was closed and they could not get the range anyway. Sears did however perform one function flawlessly, they happily cancelled my order. My next struggle is to get back the $600.00 I already paid on the range

On the Sears website their mission statement is:
Sears is dedicated to providing our customers with a superior level of service, but is unable to provide even the standard level of service that they committed to me in the first place. They provided me with the steps that I needed to follow to ensure flawless execution of their process, however when everything on their end fell apart they were unable to complete their process I was forced to understand all of their people, process and technology shortcomings. It’s obvious that Sears and their vendors do not walk the talk.

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3 comments
C
Sep 15, 2009 4:13 pm

My refrigerator was running too cold & the freezer was too warm so I called Sears. The repairman was here about 1/2 an hour and said it was the Control Board and it would be $445. for the repair. I said no, let me check about what a new refrigerator cost. About 5 minutes later after going onine, the repairman said he changed the Labor code and it would only cost $330. instead. I deliberated for a minute and then decided to have the repair done. He had already changed the part without authorization & decided to change the labor code because he was afraid I would not have the service done. The part was $205 and the labor was $124. The next day the refrigerator was still not working and running the temperatures as before the repair. I called and they made another appointment. I had to take more time off work to sit and wait. The new repairman said it was the sensors and would only charge me for 2 of the sensors and $0 labor. I paid only $21. for the sensors. I called (as recommended by the repairman) to get a credit for the part that was really not needed. They told me they would only give me $92 credit because of the difference in labor codes. The sensors were $21 and they had a charge of $212 labor but was $0 on the bill. They wanted me to pay $212 labor for a $21. part installed. I argued about the part for a while & I told her I would put a dispute on my AMEX card and the customer service gal said "Thank you for calling Sears" and hung up on me. I called today the National Customer Solutions Department & told them my story and they said I received service and parts and that they would not credit me ANYTHING and gave me a case number for the dispute. They told me that I received parts & labor (even tho they were wrong) and had to pay for them. When I complained it didn't work, she said it was "their policy" and she was only following it. So am I to surmise it is my fault for trusting Sears to repair the refrigerator and regardless if it needed it or not I should have to pay for a $205 part that was not needed because I "authorized the repair". It feels like they play with the labor codes to suit their situation and generate more revenue by putting in wrong parts & charging more labor. Pretty incredible way to do business and then tell the customer its their own fault.

N
May 22, 2010 2:10 am

installers dont make more money for trip charges, [censored]. they dont get paid if its not delivered.

N
May 22, 2010 2:09 am

wow, that was a really long statement to tell me that, YOU ARE AN IDIOT, a REAL man like myself knows if it is hardwired or needs a plug, a real man knows this before purchase. but you are probably an Alll mighty doctor or Lawyer or some Fing fat cat that makes too much money to know the Basics of your own house... and to the rest of you. do some research before you buy, or be [censor] like this Fer

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S
11:15 am
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Sears - rebate

I have been trying since Feb. 2009 to get my rebate for a garden tractor. $146.24. Every call is that they will re issue, but I never receive anything. It took 5 months to get $65 rebate for delivery charges. I have talk to everyone, rebate center and customer solutions. I still get it has been issued you should have it within 30 days.

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C
Jan 19, 2012 12:47 pm
Verified customer This comment was posted by a verified customer. Learn more

i have not receive my rebate for tires purchase in november $165.00 for dunlop tires i purchase at sears auto center in new brunswick new jersey

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K
11:12 am
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Sears - delivery of refrigerator

On 9/21/2009 I purchased a samsung refrigerator to be delivered on October 27, 2009. Upon waiting for 3 weeks to get this refrigerator I received 4 phone to make sure delivery was set. The morning of I received another phone call stating that the refrigerator could not be delivered due to damage.

Now imagine my anger. I sold the old refrigerator and had a neighbor on stand by to help. I myselg rearranged my week schedule and week end schedule to make this happen. I also did not grocery shop as to make this easier. 4 hours before delivery I am informed they can not delivery as promised. I had a missed message on my phone from a person that could not speak english.. go figure! I called back to get and I m sorry. I then proceeded to call the store in Roseville to find out my sales person was off and there was no manager on duty... Again Im sorry..

I then called my credit card company and cancelled everything.. If that is the kind of service I received before I get this applaince I can only image what I would get for the next 20 years of Owner ship.. Oh yeah and speaking of charge card. I received the bill in the mail that was due on Oct 18, 2009 and hadnt even received the product.

Great way of doing business in an finacially strapped economy and business begging for business!

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F
5:02 pm
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Sears - ships damaged goods

I have ordered a Sears 12, 000 Btu air conditioner model 75121. The initial delivery had to be returned because of severe damage not seen from the unopened box. The replacement unit was not properly packaged, also damaged, and did not operate. It is becoming evident that the Sears vendor is shipping units that it knows are damaged. I have now ordered a third AC and I am afraid that it too will be a repackaged damaged unit that was previously returned.

Sears vendor is a separate entity from Sears stores. Please investigate Sears vendor and put a stop to this practice. I would really like to receive the new undamaged air conditioner that I am paying for and have a right to expect.

I would appreciate a response from your organization.

[email protected]

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