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.
My experience with Sears has been absolutely atrocious. We have a Kenmore top of the line dryer we purchased at Sears and one of the MOST important features does not work. We have been complaining about this since we bought it. To compound the problem the service program has a very un-friendly customer service policy. When scheduling a service call they only provide an 8 hour window. In a dual income family someone has to take a day off. That would be survivable if the problem was fixed during the service call. The autodry function on our dryer is not working properly. You can stop the dryer after 30 minutes and the clothes are very hot to touch and dry. The dryer will continue to run for up to 1 1/2 hours if it is not stopped. The clothes are always dry prior to that time. We have had a service tech tell us not to use that feature and just time dry. With all due respect that was one of the main reasons we bought it. I would like for him to buy a car that doesnt turn left and tell him just to make big circles to get where he needs to go. It is ridiculous. At another visit he replaced the "board" inside and it worked for about a week. The worst visit was this most recent one. Again we were given an 8 hour window. Both my wife and I had to work so we had a friend open up the house for him. We had left a DETAILED letter describing what the dryer was doing. 40 minutes after being let in the house he called to tell me it was working fine. I asked him if he ran it through the cycle, his response "I ran it over 30 minutes." I told him the problem is the dryer won't shut off when the clothes are dry. Then he said he did run it through the whole cycle. I reminded him he just told me he ran it about 30 minutes. He then said no "he ran it until it shut off." In the 1 year we have had that dryer it has never shut off in 30 minutes on auto dry. At that point he said his service time was up and he needed to leave. I told him my work is less than 10 minutes away and not to leave. He said no I have spent enough time already. I was literally locking the door to my store and getting in the car when he hung up. He told me he would stay a few more minutes. I was home in 6 minutes. He was already gone, not to mention the friend who was there said he left right after getting off the phone with me. I called his cell phone # and left a message telling him how un-professional I felt that was. Then I called 1-800-4my-home. They apologized and said that would log a complaint. I told her I wanted Sears to come out her pick up the dryer and replace it. She said they couldnt do that. I told her fine, let me speak to your supervisor. She said I couldnt that she was in charge of my account. I asked to schedule another service call and she said I couldnt until this call was closed. She told me I could try to call back in an hour and schedule another one. We went round and round, I wanted to speak to someone with more authority and apparently Sears is not equipped for that. Sears is fully insulated from their customers. I did not share that information with her, but that was my feeling. Finally, after 10 minutes she gave me another 1-800 number and I spoke to another lady. She again apologized and informed me that the lemon promise does not cover our dryer because it has to have four breakdowns. I told her we are still on the second because no one will fix it! I hope anyone reading this understands what I mean. She then told me she COULD schedule a lead service tech to come out between 8-5 on Monday. Now I have to take a full day off because we have no idea when they may show and I can not trust them to actually try to solve the problem. This marks the 3rd full day I have taken off from work for this dryer! I told her if they could just give a 3 hour or four hour window that would be better than a full day. Nope Sears can not do that. I got an earful of what Sears CAN NOT DO. So far all I have received is apologies. I do not need or want an apology. All I want is what I paid for. No more and absolutely no less.
This is on your website "if we are unable to fix it due to unavailability of functional parts or technical knowledge." In addition to "Quality service provided by Sears Parts & Repair Services professional repair specialists" and "Convenient service available in-home or at a Sears Parts & Repair Service Centers."
After I got off the phone my mom called to check on the repairs, since she was familiar with the issue. I told her about my experience so she decided she would call Sears. She was upset because she had bought the washer and dryer for our Anniversary. The lady she talked to said that she would call the technician and have him come back to the house and look at it again this afternoon. I told her I would try to get someone to cover for me at my store so I could personally be there. I could not get someone to. At that point my mother offered to take off from work and drive the 30 minutes home to meet with him. After about 35-40 minutes she called Sears again to find out the status of the technician. This time whoever she talked with said "most likely a technician would not come back to the location." Now we have been lied to again by a representative of Sears.
I have NO CUSTOMER SATISFACTION with the way this has been handled. After hearing all of the things Sears can not do, I have decided what I can do. If I am not satisfied after our service visit Monday, and another day off of work, I will do the following: mail a copy of this letter to the Hartsville Messenger, Florence Morning News, and the State paper in Columbia, SC. I will attach a suggestion on running a series on consumer satisfaction after the money is taken. How do companies take care of their customers. I will also share my accurate story with all of my friends and family members and use every opportunity to direct them to a company that will stand stronger behind their service agreements then the paper it is printed on. Yes, at this point you are dealing with an irate customer. We have been patient and dealt with our dis-satisfaction. However, our patience has eroded. DO NOT OFFER another apology unless it comes attached with a solution. Not an offer of help at your convenience. You have my contact numbers and information.
Sears Portrait Studio - www.searsportrait.com I recently took my daughter to get her pictures taken at the...
I have had problems on several occasions now with sears 4 my home service. Today is no exception. I set up an...
Purchased high-end appliance because I trusted Sears/Kenmore. Previous experience with Sears products generally good except for a few random acts of obnoxiousness/ignorance on the part of some employees.
Stove was purchased 09/2007. In early 10/2007 the center element of the 3 element eye ceased to function. Service call resulted in a charge of more than $350.00 to repair. (That is approx 25% of the original cost of the range.) It was downhill from there; when I tried to contact the Rocky Mount, NC store manager he avoided meeting with me eyeball to eyeball but called my wife before I could get home. Of course there "was nothing" he could do for me! Abrupt and abrasive was the way my wife described the store manager. I then called Sears National Customer Service and spoke with "Peter". Peter advised that the store manager couldn't do anything to help me. When I disagreed Peter hung-up on me! Now mind you I have been calm, polite, considerate and reasonable. At no time did I demand anything nor did I threaten! I never asked for anything free - what I wanted to do was negotiate a more reasonable and realistic solution to my problem. But, I guess Sears is on the defensive these days and heading to sleazeville! I'm sure they are going to go down the tubes. Whatever happened to honesty, integrity, et al? Guaranteed customer satisfaction? - not at Sears. Will they get any more of my money - not one soue! Interesting, it will cost me about $400.00 but its going to cost Searsat least $3,000.00 (conservatively) just in the next month because I have bought a new house and will need appliances and equipment. So what goes around comes around wouldn't you say? Think twice before allowing Sears to take your hard earned!
Be cautious of sears changing their store credit card. They sent me a notice stating that you will recieve a sears mastercard unless you call them & opt out.
I feel this is a very poor way of doing buisiness. Not everyone wants a sears mastercard. I just wanted the same sears card that I had. I think they were very deceiving in the way they have you activate your sears card. They send you a basic blue sears card with a phone # to activate it. When you call they will start an activation of a sears mastercard.
after alot of sales pitches I had to be transfered to someone else. They said they would send me a new basic sears charge card. I don't understand why they sent me the new basic sears card with an activation # to call to find out they still have to send me another one. I have to admit I did not call & opt out of this mastercard offer but I feel I should not have to call them to tell them I do not want to participate in this offer. If any one else had this frustration please call Sears corporate office & complain. The # is [protected].
I understand people like credit cards but for them to force me to call them & tell them I do not want the mastercard is poor buisiness.
Bought a flashlight that is powered by the same battery as a drill. The flashlight cost appox. $13.00. with...
Last December, I bought at sears a washing machine, using their 12 months no interest plan. What they do not tell you is this, You have a balance on the account? I set up my payments to cover what my old balance was, and , now 10 months later, I find that none of this went against this purchase. They always do this last unless you call them when you make a payment to tell them what to put it against. Where is the truth in lending? or does it not count in credit cards? don't buy from sears, or use citibank for anything. They will always find a way to rip you off!
I bought a leaf blower from sears recently. They asked for my telephone number when I checked out. Stupid me... I gave it to them. One week later the calls started. They want to sell me an extended warranty. I told them nicely that we are on the no call list and that we do not want calls. The callers seem to think it is OK "because we have a relationship with you so the no call list does not apply to you." We have done everything and said everything to get these calls stopped and nothing works. If I could only convince the company that I will NEVER SHOP AT SEARS AGAIN maybe they would take me off their list. We now have to leave out home telephone off the hook to avoid these harassing calls. If you give Sears your telephone number, you will now be as stupid as I am.
On Oct. 10,2007 I had an appointment for repair service on my Sears oven. The handle broke off the oven door. I bought the parts myself (brackets to hold handle) from Sears. The repair costs were quoted as $153.00. If I said no ( extortion) I would have to pay $65.00 for the estimate (scam). During the repair he went to his truck and returned with 4 screws that he said I needed and was charged $4.49 for EACH. Total charged $170.54 for a job that took 5 minutes.
I will never shop at Sears again.