I ordered an air compressor from sears.com for my husband for Christmas. According to sears.com if I ordered by December 15 (which I did) I should expect delivery by December 20. This item was in stock according to sears.com. It is December 31st and no compressor. Sears.com billed my credit card on December 16, of course they would. I called sears.com the day after Christmas, I was told they needed to research and will get back to me in 5 to 7 days. I am still waiting. I could not cancel, I could not re-order, until they get back to me. So here I sit, waiting. I will never do business with sears.com again. I even called UPS regarding Sears.com. UPS was much nicer that Sears.com service staff and said they did receive billing information from Sears.com, just never received the package. So, I am doing some of my own research. This is bad business on Sears.com part. Why should the customer suffer if Sears.com cannot get a package out to ship...
Poor delivery services!!!
I ordered 5 appliances 3 months ago from the kitchener sears home store for delivery to my new home in mississauga. Now on the eve of x'mas, I am still waiting for my delivery to arrive from the 20th of dec.07. Apparently, the drivers did not know how to locate an address in mississauga two times around. Yes, there have been two attempts to get my appliances but the drivers have apparently had a hard time to find my house even though I have given them ever cross road and main road to get here including ladmarks. I had a driver tell me that it was too late for the delivery and he had to go home since it was taking him awhile to find it. The first delivery attempt they were in my complex 3 houses down but did not think of asking where my place was. By the way, I live off one of the main road in mississauga-derry road. I found the drivers to be acknowledgeable on the roads in mississuage along with poor manner when communicating with their customers - had a driver tell me to shut up. This is unacceptable under any circumstances.
The delivery setup with sears is also unprepared to handle situations like these as they just send you to customer service to reschedule your delivery. How many times do you have to reschedule a delivery before it actually gets here or they get it right? I will not recommend sears to anyone I know due to their incapable ability to get a delivery on time to a home especially when every other company such as leon's and brick can find your home with no problem. No excuse sears!!!
Went to order a part from Sears Parts Direct. Last night sat on hold on number provided on Web Site for 60...
We purchased a GE dishwasher from Sears in Cupertino, CA and paid an extra $140 or $150 charge to have the old dishwasher removed and the new one installed in its place. Luckily, the delivery person (Eric from the Campbell delivery contracting company, Matt Stalie) came within the two hour window set by Sears' customer support dispatcher. Unfortunately, although we had already paid for installing the unit, we were told that we needed to pay $65 to replace the copper and plastic tubing from the dishwasher to the water source and the drain. We told the delivery person that he could just leave the new dishwasher in our kitchen and we would deal with the rest of the installation. However the situation became a catch-22. The delivery person said that we needed to pay $75 to leave the unit uninstalled in the garage (not even carried to the kitchen) or we could pay $65 to have him install the unit with two new flexible metal tubes. We opted to just make out a check for $65. Here's a tip for someone who would like to save some cash in a similar situation. One could figure out from the installation contractor ahead of time about what kind of tubing is necessary for the dishwasher which is to be installed. Then one could head out to a hardware store to purchase and install the proper tubing before the installation contractor delivers and installs the unit.
When the family member who purchased the unit came home, it was noted that the model which was delivered and installed was actually the wrong color/style which is another problem in itself.
My parents bought a new Kenmore HVAC unit from Sears in September 2007 to replace our 35 year old unit. They got the master protection plan for peace of mind. Wednesday evening, 12/12/2007, our furnace stopped working. Sears would have someone call the next day by 3pm just to make an appointment for someone to come out. I called the next morning to see if i could expedite things, and i was told Sears did not have enough people to come out so i should find someone on my own. Friday morning PSE&G found that the circuit board would need to be replaced. If it was a PSE&G unit, they had the right part to fix it, but since it was a Kenmore unit, the Sears service people should have the part available to fix the unit more quickly. PSE&G would have to order the Kenmore part which would delay the repair. When I called Sears Contract Support, they asked PSE&G to go buy the part. PSE&G explained that the part has to be ordered but Sears should have it. The representative found that the Sears service people in fact did not have the part and they too would have to order it. She then said that since the unit is less than a year old that the company that installed the unit would have to deal with this problem. Why were we not referred to this company on Wednesday when this first happened??? Basically Sears did not want to deal with the hassle of helping a paying customer. The installing company came out Friday evening and asked why we did not call them on Wednesday when this first happened. I explained the above. They too had to order the part and if they had known immediately, we would have had heat by Friday. I called Sears Friday evening and Saturday morning in the hopes of finding someone who could get us the part more immediately. We already rode out the ice storm on Thursday/Friday and a nor'easter was supposed to come Sunday. I kept getting transferred to different departments where the representatives either did not know or did not care to help. On Saturday, the Customer Complaints representative actually "assured" me that we "would not have heat today." What kind of assurance is that??? I got transferred so much, I ended up speaking to one of the representatives twice. She gave me the final "too bad, it's the weekend" attitude and said no one could help us, it didn't matter that there was another storm coming and that we had no heat. By now it was too late and i just gave up. We got heat on Monday evening, 6 days after we lost it. That is truly unacceptable service, especially when we are paying extra for that service.
I normally do not shop at Sears, but my in-laws are frequent shoppers there. I ordered 2 gift cards for them on Sears.com as Christmas gifts the day after Thanksgiving. Today is December 14th and I have not received the cards yet. I just spoke with a customer service rep who says that they just mailed my cards out yesterday, December 13th, and "hopefully" I'll get them by next week. I told her that these were Christmas gifts. She could not guarantee that I would receive these for Christmas. Again, these are 2 gift cards that I ordered THE DAY AFTER THANKSGIVING! She also said that since they had already shipped the order, they could not cancel it so I would just have to wait. I will NEVER order from Sears.com AGAIN!
I am in the middle of a cabinet reface that was supposed to take 5 days. Sears sold me at an expensive price a kitchen reface with new cabinets. This project started the end of oct 2007 and it is now dec 13 2007, the contractors they orig sent out to do they cabinets messed them up so bad, sears had to send another contractor out to fix it. The orig contractors dropped my new stainless steel oven and dented it. Then the granite counter tops came. They are to small. They had orig sent someone out to measure apparently that person cannot use a tape measure. They have had to take them back now 2 x and try again. I have missed thanksgiving, my daughters 9th birthday and christmas is about 12 days away. I want them to discount me for this major inconvenience. This is not fair, it's not right. I have a family of 7 we have had to eat out which is very expensive and eat out of a microwave for more than a month! Help!
To Whom It May Concern: On Thursday, December 6,2007 a qualified Sears technician serviced my Calypso...
My complaint goes back 2 weeks. On November 24, 2007 I visited the Sears outlet at Cross county Mall, Yonkers, NY. The service rep was not at all proficient in the product I was intending to purchase (46 inch SONY LCD V3000). Late that day I met with the store manager to discuss the price match policy since Circuit City was offering it for a lower price. The Store Manager said that only if the product is in stock will they offer the price (This is not mentioned in Sears Price Match Policy). My family and I walked out of the store.
I continued to research the prices online and on December 5, I saw an online offer for KDL46V300 Sony and a Sony home theater Free with the purchase. I also read online that if I use my sears card I will get a mail in rebate of 10%. So I call the sears store at Cross County. The next 30mins of the call was the most awful experience I ever I had with a company that claims to be a Fortune 500.
My first call was to the service line [protected] where I spoke with Aaron (no last name since they are not authorized to do so), employee ID 14703. He explained to me that the offer was online and that he could help me place the order. Unfortunate it was middle of a work day and had to request him to assist me alter when I call. That's exactly what I did. At appx 2pm I called Aaron once again but this time the service rep (SR) informed me that there is no such person. The SR transfers the call to the electronics section at Cross county Sears. There I spoke with Mr. Tapley (no last name again). I will say with much confidence that he was the RUDEST person I have come across at Sears. He first informs me that when I called [protected] I was talking with a call service agent and that they are not Sears employees. Next he tells me that the offer is in-store only and after that he tell me that I cannot avail of the 10% Cash back mail in rebate since I am opting for the Home theater system. There was not an ounce of politeness in his conversation. I felt I had called a store manager at a Dollar-Store. After all of this I decided I needed more respect.
I called the sears 1-800 # and spoke with a complaint agent Stephanie (no last name) at 3:39pm on 12/5/07. After a 15 min conversation, she transfers the call to Ms. Tina (no last name and no department location). I spoke with Tina for another 15 mins and she explained that Juan (no last name, ID/Extension # 63753) at sears.com will assist me with the order. Juan informed me that I could purchase the TV online and that I was eligible for the Home Theater and the 10% CB mail in rebate. I informed him that I will place the order later that evening since I was at work.
Later that evening my wife and I logged into the site and placed an order for the TV and the home theater sys. We were quiet excited with the prospect of owning a 46" Sony LCD as is evident from the fact that we have been researching for a good deal since late November, 2007. Only if Sears could stop disappointing us.
Today in the morning my wife receives an email from sears.com (mail attached below) that one or more of the item(s) in our order were not in stock. They cancelled the order.
How is it that a firm known for it service integrity is unable to service customers and seems to do it's best to keep disappointing them every step of the way. My family has been making a lot of purchases from sears as is evident from the reward points. I must also state that your firm employs Service reps untrained to provide service. Some of my colleagues are now aware of the "service I have received" and this is definitely not helping the firm's reputation.
In the last 2 days I have seem to have analyzed the strategy Sears uses for its "grant a wish" offers. Here goes- Sears's offers a Sony TV and a Home theater sys (FREE) along with a 10% CB or no interest until 2010. However to get this offer you have to fight you way through rude and obnoxious sales reps. Then you are told that the Sony home theater sys is replaced by a Samsung sys (worth half of what is being advertised, 399 v/s 699). Nonetheless you place an order. The next day sears email informs you that the TV is out of stock (it was in-stock when you placed the order the previous evening). Finally, the winner: SEARS
Let me conclude by saying that I am glad I could use this email as a source of resounding my frustration but if sears has a heart (so it claims) I will hear from some senior representative at the earliest and help resolve this issue. After all Sears does "GRANT A WISH THIS HOLIDAY SEASON."
Hello, I am new to Sears and for my first major purchase the experience was horrible. I need a new stove and had been watching the prices for weeks. I finally decided to go with sears because out of all the retailers they seemed to have the best price.
On Black Friday Morning I had my mother call sears to see if her sears card was still activated. They told her no. That being said we went to apply for one online. After we were approved I then proceeded to purchase the stove I wanted online, however when it came time to put in a credit card # I didn't have one to enter because I didn't get one after the initial approval online. I figured it was a mishap, and proceeded to go to the store to purchase my stove, and now a TV I was interested in.
When I got to the store to purchase my stove on black Friday. I was in NY and Live in MS and for some reason the sales associate had trouble placing my order and shipping it to another state. So I went home with no stove and no TV. I figured by now I would have received an email with my card information in it, however I didn't. That ends Friday.
On Saturday I tried again online and still I didn't receive an email so then I called the credit card company. They then told me that because I applied for a card online that I had to wait 7-10 business days for the card to arrive. At this point that wasn't an option because the sale price for the stove was going to expire on Saturday at midnight.
After talking to the credit division I decided to try my luck at another store. The associate advised me that since I needed the stove in a hurry my mom could do a rapid line of credit. This was a great idea, however during that process he was advised to call the sears credit division. When he called they told him my mom already had an account with them. This was very odd, since she just called Friday and was told they had no account information about her.
To make a long story short they told her she had to still wait 7-10 business days and we were not able to make the purchase. That's not the end.
Being very upset with this whole ordeal I called the presidents office to log my complaint. Upon calling I was directed to Sophia in the executive complaint department. Not only was Sophia RUDE but she basically insinuated that this was completely my fault. It was so bad that I had to hang up before I started to curse, because of her rude remarks. For example, she asked me if I understood hat she was saying I said I Hear you, I don't agree with you but I Hear you. And she responded I didn't ask if you agreed with me I asked if you understood me. I said I never said I didn't, however I don't agree with you. I was never rude to her, I tried no to take my frustrations out on her and she was just rude. Her comments were rude as well as her tone!!!!! If this is what you get at executive customer service, I feel sorry for the company as a whole.
This is my first experience with sears and this will be my last. I was going to wait for the card to arrive and then purchase the stove, but I will not in any way purchase anything from sears again. I usually buy most of my electronics from best buy and I will continue to do so. At least there I feel like a valued customer, I have never been disrespected by anyone in their store or online.
Not only am I through buying from sears, but I will be sure to post my complaint on every message board about how HORRIBLE sears customer service is!!!
I ordered a tv online thanksgiving night, item showed in stock and that it would be delivered to the store. 3 days later I get an email that says the item is unavailable. False advertising, they show a great sale price because they never intend on sending you the item. Salesman tried to bait and switch when I went to local store to check same item, 'oh we can't get that one but look at this more expensive tv!
Model # [protected]
I appreciate your time and interest in helping me out with the problem that I have encountered with sears.
Back in 2003 I purchased an elite kenmore refrigerator, from the chapel hills sears in colorado springs, colorado. Two years later the interior walls started to crack and expand throughout the entire refrigerator. When the service man came out he stated that the cracks occur due to an excess amount of insulation. The only resolution would be to drill tiny holes on each side of each crack and fill each with silicone. I was not willing to have my brand new refrigerator that cost well over $2, 000.00 plus the 5 year warranty to be drilled and patched. I kindly demanded phone numbers in order to get a more realistic outcome. He offered and made the call to the one source dept. Through sears [protected].
That one phone call got the ball rolling we were given a
Ref # [protected] and case # 1085780. Within a week or so we had a brand new refrigerator of our choice delivered and set up. The original warranty was carried over to the new frig. This took place june 28, 2005.
Now two years later the second refrigerator exchanged in ’05, started doing the same thing. The interior walls are beginning to crack and some have already started to expand. I had the service man out on oct 31, 2007 and had absolutely no luck. He spent a good hour trying on my behalf to get another replacement. Once he left I made my calls to sears one source dept and got the same feed back that the service man got. Kenmore the manufacturer, created a partial panel for the side walls only to mend the problem. Keep in mind that this patch does not cover the entire wall and they do not have anything for the back wall or door. If this door would start to crack they would replace the entire door and the only way to fix the back wall would be to silicone and place a certain clear tape over each crack. Ridiculous!
I felt hopeless in my every effort to get through the customer service person, mel at the (One source dept). Not only does their repair kit sound ridiculous but it won’t stop the expansion of the cracks, they will continue even under the panel. This means that we won’t have their “energy star” product. Eventually the cold air will seep out and cause our energy bill to rise. Call me naïve, but isn’t cosmetic considered something superficial that is used to cover a deficiency or defect? In this case yes I want my frig to look nice but not to hide its defects. I purchased this product to be fully functional, structural and live up to its full performance level. This is what I paid for! It strikes me odd that this is the second time in a row that this has happened to us; the service man even stated that it’s an unusual misfortune. Mel repeatedly stated that there will not be another replacement due to the fact that the manufacture warranty is up after the first year. I brought it the mel’s attention that the original frig was replaced at two years. She just continued her broken record speech. Stating that I will not get another frig and that I can take their service for repair or live with the cracks. I tried explaining too, that this is not a
Repair it is just a bandage. This is not an isolated situation if they now have a so call, product to fix this type of problem. Why would they have invested so much time and money to come up with a product if they weren’t having other reports?
The service man stated to me that, now that sears and kmart have merged there has been a drastic decline of the good old, sears customer’s service.
Thank you for your time and effort to help me and my family…
I am disputing late fees, overlimit fees and finance charges with Sears Gold Mastercard. I have sent many letters and called there customer services, but in vain.
I bought a new Kenmore refrigerator-side by side silver and black for $1027.99 on 9/30/06. In Jan 07 I mailed...
I went to the Sears Optical office located in Manchester, NH on August 1st, 2007 for a routine contact lens examination. I had a horrible experience and it has proved to follow me even after my departure. I was more that early for my scheduled appointment and yet I was a half hour late in starting my exam. This was due to fighting with the less than helpful and bordering on rude receptionist about my benefits. I work as an employee for my insurance company and had to beg and plead for her to verify my benefits instead of just telling me it was “not covered”. Finally she did only after I made a scene in front of other customers. The insurance company confirmed with the woman that indeed, I was telling the truth. She was so mad she hung up on the insurance company and swore. After the visit she advised me all but $40 was covered and that she could not release my prescription or the contacts when they came in until I paid the difference. I did not agree but instead told her I would have to come back with the money. When I came back later the next week she gave me my contacts. I asked if I could have a paper prescription and she said the doctor was not in and would have to have him mail me one. I never received it and now I’m being billed for the $40 I already paid! I even mailed them my bank statement showing proof of payment with the first bill they sent me in error as she did not give me a receipt. They continue billing me and they now tell me that they are going to charge me another $40 in fees to transfer my account to a collections agency. Absolutely horrid. I would absolutely not recommend!
We bought our frig in 2001 and for the past two years had to defrost the freezer every three months because...
On Monday November 5,2007 I attempted to return a faulty GPS Garmin 530 that I paid $324.00 for. I had my receipt of purchase and presented it to the Manager there Mr Ken Schram. Mr Schram said that he was sorry but he could not exchange or refund or credit my Sears acct and I left SEARS a DISSATISFIED customer!!! I am appalled that SEARS sold me a faulty item and now won't exchange it for a new one or credit my SEARS acct with the $324.00 I have notified GARMIN of the situation and I want results!
I had air ducts cleaned out on 10/25/07, furnace working great!! for approx. 1 week turned up thermostat (house did not get above 65 degrees) thought it was the thermostat, so i had a contractor look at it maybe put new one in. he said problem was all dirt from air duct cleaning was blown into furnace therefor shutting furnace down. Sears who originally cleaned air ducts claims they didn't do it and have promised me for 2 days they would look at it. as of today no one has shown up. I have children in the house they need heat. Sears if responsible for getting the furnace working again and they wont do it. Stay away from this company!
I have a 42" plasma Haier tv that I bought from Sears last year 6 months after I bought it the tv failed. I called Sears to come fix it. It took the 3 months to come out to fix it and when they did the assured me that the problem would not occur again. Here it is less than a year later and the tv is again down. I called Sears they referred me to Haier. I called Haier and they referred me to call Sears. After talking to 3 different managers I was told to call the regional director of repairs Tim @ [protected]. He told me they would not do anything about it and when I protested he said "I guess you cant hear too well We will not cover it!" and then hung up. Sears is knowingly selling faulty products and then blowing off the customer when they complain. I will never again deal with Sears for any needs I may have.