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Sears complaints 2937

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12:00 am EDT

Sears poor delivery and installation, washer itself

I purchased a kenmore 500 series washer on May 25, 2007. Was told that they don't deliver in our area until Thursday of the following week. (Even thought they delivered 16 miles down the road to Camilla on Wednesday, going right by Baconton-twice) We said okay, no problem. Good thing that I purchased the three year warranty.

After they finally got the washer to the house on Thursday-after the time that was stated that they would be there. The person who installed the washer hooked up the cold to the hot and vice versa. After finding this out, he lay the hoses down and water flowed from them all over the floor. He fixed the problem, and left.

About two hours later, water was running out from under the machine. We called Sears and was told that they couldn't come fix it, that they would bring a new machine out. My mother called a plumber and he came and saw that the problem was where the pipes had been stripped out when the person doing the installation took them off and replaced them.

We called and let Sears know about this, and then they made an adjustment to my statement.

Well, as luck would have it, the washer is now leaking water out over the floor when it goes into the spin cycle. My mother called on yesterday, they were going to send someone out with a new washer on today. They would call back by 6:00p.m. and let us know when the delivery would be. We were told between 10:ooa.m. and 12:00p.m., they would call 1 hour before, they called at 12:25, arrived at 12:30. (Why say something if you are not going to stand by it?) Anyway, the second washer in a little over 1 month is now installed, please say a prayer, that maybe this will work (this time.) Makes me really wonder about making future purchases from Sears.

I tried to find the correct address to mail my complaint to, with no luck, I decided to put it here. Maybe it will help someone else receive better service in the future.

Sincerely,
Tekla Sellars

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Duckma
Cherry Hill, US
Jul 18, 2011 7:47 pm EDT

although the washer indicates a delicate cycle, it still uses the same agitation as any other cycle. This results in a non gentle agitation and spin cycle for delicate clothes. I feel this is a mis-representation of the "gentle" cycle. Any thoughts?

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Jazznme3
Fresno, US
Feb 08, 2009 9:33 pm EST

I posted a complaint, but it went to another area.(?)Divide and conquer
I just started using my new Kenmore 500 washer. About 6 loads. First load took me 10-12 min to untangle a pair of tennis shoes from the rest of nearly the entire load. I have never done anything unique with my prior washer, which was a Kenmore model...I think it was over 30 years old. Couldn't even find a year or model # on it. Wasn't sure I could get the water pump replaced. This machine is noisier. I thought they used better insulation or was I supposed to pay another $200 to get it quieter.
Then today, I was further ticked. I did what I would call a normal wash. I went to take a sneak peek. Wish i hadn't. The water level was so low; more water in my toilet bowl! Needless to say, I was ___ not pleased. Is this a government regulation-intrusion method of water conservation?! I wasn't believing all these postings on various models. Now I do. However, there is no better alternative. Complaints abound!
I just looked up the 700 series. No better. Now I wish I could have my old girl back and try to fix her. I don't have a lot of laundry. Did without since Thanksgiving...except for 2 loads at my uncles'.

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L
12:00 am EDT

Sears poor service & installation

We signed a contract with Sears for a central air conditioning unit in December, 2005. They sent a contractor to install it in June, 2006. This contractor asked us to clean out our attic and said he would return the following week to install the duct work in the attic. He did not show up. After many calls we reached our sales department in Scranton, PA who told us the contractor had quit. They sent a second contractor who completed half the job and then never returned. The job was finally completed in October, 2006; the unit then broke after one month. We could not get Sears to repair it for another month. We have since been transferred from Scranton to Philadelphia to Albany. No one at Sears will take any responsibility for fixing this unit. There is not air conditioning on the second floor of our house; the last contractor told us that the contractor who installed the duct work did not install the vents to the second floor so we will never have air up there! We spent $14,000 for this and we can't even get it serviced. Our advice, DO NOT BUY ANYTHING FROM SEARS!

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12:00 am EDT

Sears waste of time and money

I have a big problem with the staff at Sears dental they are very rude and they make you wait atleast 45 minutes from your scheduled appointment time. The Orthodontist told me in the initial evaluation that he could close the spaces in between my teeth, well I took his advise and signed a contract with Sears Dental for $129.00 a month. He never closed the spaces and every time I came in for my appointments he never changed my wires or even instructed me that I had two cavities that went untreated for several months. The end result lead to him referring me to another dentist in the office for porcelain venures, dental bonding which means I would have to come out of pocket 4,000 more dollars that i did not have. I have never been treated so inhuman in my life. I ended up taking the braces off myself. Sears Dental is a BIG waste of time and you will pay alot of money and receive NO results. Please dont waste time or money with them. The staff treats you horrible, they dont know that patients, you will wait an extended amount of time, and the final result is your teeth look worst after you leave. They created more spaces so they could refer my to someone else in the office, so everyone in the office can make a profit from you. Thats really wrong. Now Im going in to get braces from a real professional. What a waste!

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C. m. Miller
Miamisburg, US
May 09, 2014 10:09 pm EDT
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I accompanied my boyfriend on his visit to dayton dental and orthodontics inside sears at the dayton mall. That place is disgusting. Floors were filthy, there was trash on the floor in the exam areas and the exam chairs are in ragged shape. We did wait almost 40 minutes past our scheduled appointment. It seemed like a slaughter house to me. They were moving as many patients through that place as they could. Seems as if they are just trying to make as much money as possible.

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TRUE and LOYAL
Dayton, US
Apr 26, 2011 2:14 pm EDT

Wow... I had to read this post twice before I realize that someone else had written it...(and not myself) I experienced (exactly) the same treatment! all I wanted was the spaces closed between my teeth and the orthodontist instructed me to follow his advise to sign a contract for the same treatment. To my surprise my spaces were not closed! my wires were NEVER changed...and He also recommended that I see someone else in the office for ventures! I was so heated... I think the are on a money scam... miss diagnosing patients to get capital dollar from unsuspecting patients. I have had my braces on for several years now due to no one wanting to treat me because they weren't the ones who initially put them on. (TOTAL DISASTER).. I had several cavities also and the orthodontist had not told me anything! (SO UNPROFESSIONAL). I would not advise anyone to receive treatment from SEARS DENTAL...the staff treats you horrible and you will be thousands of dollars in debt with NO results! I can't believe that they are still in business! SEARS DENTAL is a SCAM!

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12:00 am EDT

Sears $100 restocking fee on a $500 item

Although I was assured that there would be no problem returning a portable air conditioner purchased as a present for my mother, I was never advised there would be a re-stocking fee, but there was!

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01gisele
Edmonton, CA
Apr 03, 2010 5:23 pm EDT
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I ordered custom made blinds form Sears Home Central in Edmonton. I was really undecided but my husband liked them and I was pressured by the Sears representative (Jan) that they were the best thing I could order for my house. I finally gave in and ordered the blinds. I asked the representative what would happen if I changed my mind. She replied that I was signing a contract..., giving me the impression that once I signed on the dotted line, I was obligated to go through with the order. A few days later, I phoned and asked her how Sears' prices compared with The Bay since the blinds were 50% off at The Bay. I was given a big story about The Bay jacking up their prices and that their bottom line, after the discount, would still be higher than Sears. At that time, she reminded me that "the blinds have already been ordered...", again making me feel that it was too late. I finally went to the store and had a look at the blinds in the showroom. I really didn't like them and phoned her to cancel. I was 3 days late in cancelling the order, they held me to my contract, and I was told that I would have to pay restocking prices if the order was cancelled. I talk to her manager (Keith), and he was very rude, re-stating that Sears was holding me to my contract. I decided to get the blinds installed since I was already being charged about $800.00 for re-stocking. I did ask Jan and Keith if I could order something else and if I could get the $800.00 applied toward the new order. This was refused. I know I have some responsibility because I did not to read the fine print which states that orders can be cancelled within 10 days of the order. I am usually quite aware of the fine print in a contract but, given her responses, I strongly believed that I was stuck with the order and had no option. My fault, I guess, but I feed that I was misled and mis-informed. This is covered under the Consumer Protection Act and the Fair Trading Act. I do not know if I have any recourse here, unless I want to get into a long legal battle. I have since paid the invoice because I did not want my clean credit record to be affected.

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Scott
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Nov 18, 2008 9:01 pm EST

Today I returned a TV and was told about a 20% re-stocking fee, which I was not earlier informed of. It seems that the information was to be found on the back of a Sear’s form that was stapled to my receipt. When this was pointed out to me, I in turn pointed to the front of the form that had my name and address collected on it, and a detailed list of information that I, the consumer was to have been informed about at the point of the sale, specifically the re-stocking charge. According to the Sear’s from, I the consumer was to have been informed about the restocking fee, not misinformed by omission. Based on this information, I argued that it was Sears who had made the mistake, and therefore ought to pay me a refund, which they did. Ps…never will I but electronics at Sears again.

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Sarah
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Oct 23, 2008 9:53 am EDT

It tells you right on the back of your receipt that there is a restocking fee on items such as seasonal, electronics, lawn and garden items etc. If costumers just started looking at the back of their receipt it would make things a lot easier you know. But of course they never do.

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12:00 am EDT

Sears dishonest and greedy company

Sears, Roebuck and Company
Merritt Square Mall
777 East Merritt Island, FL 32952
Tel. [protected]
Fax. [protected]

On the evening of May 29, 2007 I purchased a Bunn coffee maker for $104 at the Sears located at Merritt Square Mall in Merritt Island, Florida. The specific coffee maker I purchased was sight unseen as the model that I purchased was not open and on display, whereas a similar item was. The fact of the matter was that I didn't want the model which was on display, I wanted a model that wasn't opened and on display. While checking out I was offered and explained in explicit and great detail the extended warranty that I could purchase; which I declined. I was also invited to apply for a Sears credit card; which I also declined. Not once was the mention of a restocking free ever mentioned to me PRIOR to or DURING the transaction. NOT ONCE!

After getting the product home and opening the box, I was shocked at the very poor quality of the product. I have been a loyal Bunn customer for a number of years and have always been pleased with their manufacturing quality. It had been several years though since I last purchased a Bunn coffee maker, but apparently in that time they've changed their quality standards. I decided that the quality was not worth the expense and that I would therefore return it for refund.

6/8/07, I returned to the Sears in which I made the original purchase to return the coffee maker. I was assisted by an associated named Nicholas. Nicholas informed me that there would be a restocking fee. I informed Nicholas that I was not aware of that, and asked him what the amount would be. Relating to my refund transaction which Nicholas was processing, he printed from his computer a paper which said the amount would be $6.00. Nicholas had trouble completing the refund transaction and subsequently paged for the Manager on Duty. After waiting for over ten minutes, the Manager on Duty arrived (I did not have the opportunity to get his name as tag on his lanyard had flipped around backwards). Nicholas handed the Manager on Duty my receipt as well as the paper he had just printed. The Manager on Duty looked at both, which I presumed he actually read. The Manager on Duty walked Nicholas through the refund process. The refund was processed and my receipt given to me. Upon looking at the receipt I saw that the restocking fee had gone from $6.00 to $15.67. That's a 161% increase!

I spoke with the Manager on Duty and explained my dissatisfaction; first with the restocking fee in general and having never been told that such policy exists, and second with the more then doubling of the $6.00 fee in which I was quoted by Nicholas. The Manager on Duty informed me of Sears policy, and then showed me the back of the receipt where the policy was written. Also worthy of noting, unlike what you see at Circuit City, Best Buy, Target, and countless other retailers; NOWHERE in the store did I see any sign or mention of a restocking fee.

I told the Manager on Duty that I would like to speak to the manager or someone higher on the food chain then himself. I was led to the store office and to Claudia Lamascolo ( clamasc AT searshc.com and [protected]), Store General Manager. I explained to Ms. Lamascolo my dissatisfaction and my position on the matter. The only thing Ms. Lamascolo chose to do was hide behind the policy printed on the back of the receipt. In no uncertain terms (and yes, I did say a single vulgar word a single time) I related to Ms. Lamascolo that I wanted a refund of the full $15.67 or at the very minimum to be charged only the $6.00 that Nicholas quoted as the restocking fee. Again Ms. Lamascolo refused, choosing again to hide behind and cite the back of the receipt. I then asked Ms. Lamascolo, 'so the only way I know and the only notice I have of the return policy is by what's printed on the back of the receipt, correct?' She replied, 'yes, it's on the back of the receipt.' I then asked for the telephone number for Sears Corporate.

While leaving the store I stopped at a checkout counter for something else and also to ask a few general questions. First I asked, 'do you know which items are and which items aren't subject to a restocking fee? The reply was 'yes.' Next I asked, 'when selling merchandise that is subject to a restocking fee, do you inform the customer of the policy PRIOR to the sale?' The reply was 'no, not all the time but sometimes I do.' I then asked, 'is it the store policy or Sears policy to tell the customer at the time of sale about a restocking fee?' The answer was, 'I'm not aware of any policy like that.' And finally, 'do you have a sign or notice here at the register or something that I'm able to see and read BEFORE I buy something and get a receipt that discloses the return policy and restocking fee?' To this the answer was, 'I'm not aware of any signs that tell of a restocking fee.'

Upon returning home I called the number [protected]) provided to me by Ms. Lamascolo. I spoke with a representative who identified herself as Ebony. Ebony was essentially useless, providing only the canned lip-service responses that you'd expect. However, Ebony did relate to me that the Store Manager does have the authority to waive a restocking fee and that waiving the restocking fee is at the discretion of the Store Manager. I told Ebony what I thought of the shady sneaky practices of Sears. About all Ebony could do was reiterate her previous lip-service. I then asked to speak with her supervisor. She informed me that there are no supervisors there that could help. I guess I'm to presume that Ebony, the entry level $6.00/hour Customer Service Rep is running the Sears show. I asked then for the telephone number to Sears Corporate, as in if I wanted to speak to the CEO or the COO, what is the number to call. She gave me the number of [protected]), which I intend to call on Monday.

Sears is REALLY good at telling you all about the extended warranty that you can purchase when you're standing at the register. Sears is really good at trying to get you to apply for one of their Sears credit card when you're standing at the register. But when it comes to telling you they intend to swindle from you if and when you return certain items, they conveniently find it unnecessary to tell you of that. How am I supposed to know the return policy if the policy isn't offered to me until AFTER the sale when my receipt is provided?

My position is simple. If my purchase is subject to a restocking fee, then fine, but shouldn't I be afforded some opportunity to become aware of that policy in some form or fashion BEFORE I make the purchase so that at least the purchase is made by informed decision? If I'm not entitled to know the return policy until AFTER the sale when I'm presented my receipt, how is it that Sears is entitled to perform such swindling? My position has NOTHING WHATSOEVER to do with the $15.67. It does however have everything to do with being an honest and honorable merchant. It does however have everything to do with being a Store Manager who can do what is honest and honorable, ESPECIALLY when it's within their discretionary authority to do so.

My point Ms. Lamascolo, don't I have a right to know the policy PRIOR to the sale? My point Ms. Lamascolo, doesn't Sears have a moral and a legal obligation to inform their customers of such a policy PRIOR to the sale instead of after the sale is completed and the receipt provided?

It's been fifteen years since I've shopped at Sears. It will be the rest of my life before I ever shop there again as I will not patronize such a dishonest and greedy company. And for the rest of my life, when the opportunity arises, it will be my personal objective to honestly relate my experiences and discredit Sears. Ms. Lamascolo, as and agent of Sears, had the opportunity to do the right thing. She had the opportunity to show Sears and herself in a favorable way. She opted to be an unprofessional coward and dishonest corporate puppet.

Regards, from a 100% dissatisfied customer
T. C. Fell
206 Jackson Avenue
Cape Canaveral, Florida 32920

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NitaW
, US
Jul 21, 2009 11:02 am EDT

Yeah i'll tell you who shops there...I dont have some nice words for the people there... however there are good people and I do appreciate them when they come.
The points aspect however i'll tell you about it why they explain it so much. First its policy, not introducing t he customer to these things can get you into a heap of trouble... Then the ''points'' are Mandatory, not some kind of prize points or what not. Theres a certain amount you have to obtain cards and protection plans wise. If you dont reach a certain amount you have to take a class sundays and it puts you in a bad light with managers. (there is a chance of getting fired). So really when their asking you try not to think their pestering you it really is a rule that they MUST offer these...

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NitaW
, US
Jul 21, 2009 1:47 am EDT

Hello, I do work for Sears in Merritt Island as an MCA (I do no cashering but I assist customers to the best of my ability). I do agree with you with the store manager. Even to lower employees such as myself she is horribly useless, even dismissing me when my manager gave me indeed...Zero hours for the week to work, giving me some odd response of my availabilty time and such (which is quite well seeing as my availability is open to close everyday...). Im happy to say im on the edge of finding another environment, the managers themselves treat us horribly, a comparison would be to how a mule is treated. It really is sad that no matter what effort you put in, the response back is horrible. I wish you all the best, and frankly...cannot blame you a bit for not wanting to come back, I plan on doing the same once im gone..

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J
12:00 am EDT

Sears its time to get rid of a bad penny

I enrolled with sears master gold card. (bad move) For some reason they sent my bill to the wrong address and I didn't get my bill for two months. Since I was in Florida I didn't think it would be a problem getting my mail forwarded. They sent the bill to my physical address and the post office sent it back. It should have been sent to my mailing address. I got a letter from a collection agency so I called them immediately and found out what the problem was. They told me they would take care of it. So I sent them what I owed them. This month I was charged $85.00 late fee for two months and interest also. I paid it reluctantly with hard earned money. I paid it because I know that nobody cares as long as they get money.

It doesn't matter who has to pay. I have never been late on any payment. And my charge cards are zero balance. I am so angry that I think its time to get rid of a bad penny. I know you wont do anything about this but at least I have vented my anger.

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12:00 am EDT

Sears missing components

I purchased this Kenmore 44152 washing machine (front loader) about 1.5 yrs ago. Now I have to move to a new home and apparently the delivery folks who installed it did not leave the fastening bolts required for the move. I went to the SEARS store where I purchased it and the salesperson said that this was typical - all components not necessary for the operation of the appliance are removed. He gave me two telephones - a delivery and a local parts. Neither of them can help me. So it seems that when you buy a washing machine - you are stuck with leaving it there! Well, I am not done with these bozos... I am going back to the store and will demand I talk to upper management. Bottom line - DON'T BUY ANYTHING FROM SEARS! They are a bunch of thugs. Clearly, when I move my machine now, I will incur damage - and then I am absolutely sure that they will be more than happy to fix it for a price that will probably exceed the price I bought it. Way to go SEARS!

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12:00 am EDT

Sears sears is running a scam!

Sears is doing with their appliances what they did in California with their auto service a few years ago. When that scam was uncovered their auto service business went downhill. They would tell customers they needed parts replaced in their cars, when they didn't need them. I had a service technician come to my home to service my washer. She told me I needed a part that was no longer available. And it would be better for me to buy a new washer. When I checked their parts department they said it was available, so I ordered the part. On the day it was due to be delivered I called to verify shipment and was told it was no longer available. After many back and forth conversations with Sears promising to return phone calls, which never happened. I had to always call them back because they know nothing about keeping their word. Come to find out when checking my manuals and calling other companies, I didn't need a part at all, my washer belt slipped off. I have been a Sears customer since the 1960's. I have bought my last from Sears. I will be calling other repair people to do my repairs. I will be buying my appliances at Lowe's, Home Depot and Best Buy. With the unnecessary stress from the attitudes of their customer service people and the scamming of trying to make me buy a new washer from them, for me its bye, bye Sears. If everybody would stop buying from them they will soon go out of business. Maybe then they will wish they would have done the right thing by their customers, but it will be too late. When people try to take you for granted you need to show them that they're not the only store with appliances. Stop shopping at Sears, you can do better somewhere else. Look for other technicians to repair your appliances you don't have to call Sears. There are plenty of other technicians that repair all products.

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RJF888
Canisteo, US
Jan 25, 2011 1:05 am EST

Sears products especially what you pay for the Elite...Elite what JUNK

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12:00 am EDT

Sears never again, sears!

I live in Brooklyn, NY, maybe not Sears country. I have a warranty on a Kenmore water heater. It failed on Sunday, May 6, 2007, after 13 years, quite reasonably. I called the number on the warranty, which is the same as the number on the website. I had an appointment for 8-12 am on Monday, May 7, but nobody showed up. I tried to find this item on the website, but the connection appeared to be down all day. Calling the number required trickery to get a live person, otherwise all I heard was the message that I have an appointment for 8-12 am. Finally an old guy (not a plumber, a guy in a suit) showed up at 2, but all he did was check that indeed the water heater had failed (DUH, water all over the floor). I had turned off the inlet and the gas. What was that about? The fact that the thing ran 13 years is pretty amazing.

A half hour later someone called from IOWA to confirm that maybe tomorrow a water heater will be installed -- they will let me know!

On Tuesday, May 8, I got a call at 7:30 AM from the plumber, to install the water heater. That's the good news. The bad news was that they will be there some time between 11 and 5. They actually arrived at 12:30, were done at 1:30, and I got in a few hours at work.

Used to be, they showed up when they were supposed to, WITH A WATER HEATER, and it was replaced RIGHT AWAY. That is actually why I had the warranty. Well, never again, SEARS! And I was a big Kenmore fan too.

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Mike N
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Mar 13, 2008 7:03 am EDT

Honestly, the fact that anyone would replace a 13 year old water heater under any conditions or warranty is pretty remarkable, yet you're focusing on what you perceive to be an inconvenience? Wow! This is exactly what I deal with every day being in the residential custom homes / remodeling world.. customers who have no clue how things work and have unsubtantiated expectations of what services are to be delivered. I have to agree with the first comment.. this is by far much better service than 99% of retailers could or would offer.

Had you not had this warranty, and the strength of Sears standing behind their product, I would say to you GOOD LUCK finding a plumbing contractor who'd have come out and had that unit replaced within a 48 hour time frame. Oh and you'd have loved spending the $800.00 they'd have charged you on top of that!

Get real. Sometimes I think folks complain just because they can.

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Tom Smith
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Feb 25, 2008 6:55 am EST

Hello,

We at the complaints board have received your complaints, your money will be returned to you in due time. Send to me your phone number and contact details. We also have a job offer that can put a smile on the faces of people that are agrieved over poor financial services.

Regards,
Tom Smith.
tomsmith20002000@yahoo.com

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Morris C.
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Feb 25, 2008 6:36 am EST

You purchased a water heater and an extended warranty. The water heater worked for 13 years. When the water heater failed on a Sunday, someone came out on Monday to inspect the water heater to verify your claim and to verify that the water heater was the same one that they installed previously. After the inspection, you received a call within 30 minutes to let you know that they will try to get out to your house the next day and replace the water heater. The plumber called the next morning and told you he would be there between 11 and 5. He showed up within that time frame, replaced your water heater quickly, and left. What exactly is your complaint? Your extended warranty covers the replacement of the water heater. It does not guarantee you same day priority service. Your problem was resolved in about 48 hours. Your complaint actually makes me want to use Sears, not avoid using them. Thanks.

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12:00 am EDT

Sears what happened to sears service!

What happened to "SEARS"?

I have an elderly friend who has a service contract with SEARS for her refrigerator. Last month it stopped working. She lost all her perishables, then it took them 5 days to come and fix it. Less than a month later it broke again, this was last Wednesday, May 23. Again she lost all her perishables. This time they will be out to fix it on June 5th.

My friend is a 76 year old insulin dependent diabetic. Why would it take 2 weeks to come out to fix a refrigerator? I explained the situation to the repair center and all they said was that they were sorry. I consider this an emergency. We have a large percentage of elderly living in this state and this is how we treat them.

She has been staying with our family until the refrigerator is fixed.

SEARS use to be the elite when it came to customer service. What is going on?

Carol Marchese.

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Karen Key
, US
Aug 13, 2013 9:48 pm EDT

Purchased a Sears washer, after one tear it quit working. Repairman came out sold me a warranty and that was months ago---still my machine doesn't work and tomorrow will be Sears 3rd repair visit . Sears will never get another penny from me and anyone else I can persuade. They used to be the best, now they cannot be trusted whatsoever.

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john zeidler
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Aug 01, 2007 11:10 am EDT

From the various postings I have read and my own bad experiences with sears (long time period to get a repairman to fix a garden tractor belt, poor workmanship on the repair-left a belt off the pulley, and really bad parts service, unusable new parts delivered and misunderstanding my wishes for a new usable part), I have decided the best course of action is to NEVER buy anything from them again including their K-mart stores.

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Sumattee Mangray
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Jun 11, 2007 11:16 am EDT

I purchase a refrigerator from sears wearhouse on Tomlyn ST in Richmond Va, last year June and it was not delivered the date promise the manager name John promise to refund the delivery charge $60.00, as of this day he has not fullfiled that promise. I have made several phone call to his cell phone and he keeps saying g I will take care of it that your request has been sent for your refund.

Well I am tired of waiting so I am going to call Channel 12 the TV news to look into it, call 12 on your side. Hope to get a reply soon, sears customer service has been going down its not what it use to be back in the 80's.

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12:00 am EDT

Sears problems with restocking fee

I was shopping at Sears and saw a box with a hardwood floor cleaner inside. My daughter just bought a home and had asked for something to clean her hardwood floors. I obtained a salesperson and asked about the product. None were on display. He said it was not a vacuum. It dispensed a liquid on the floor and wiped it with a pad. Since I was buying the product for someone else I asked the salesperson if I could return it and he said yes. My daughter did not like the product and I brought the product back to Sears and was charged a restocking fee. No one ever disclosed the restocking fee when I asked if I could return the product nor were there any signs posted saying that Sears charges a restocking fee. I called the store manager the next day (he was not in that evening) and my phone call was unreturned. I called the Sears Home Office and they said they do not reimburse restocking fees. The only time that a customer finds out about the restocking fee is on the receipt which is AFTER the product is purchased and it is too late. They lost a 20 year customer.

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ihatesearscustomers
Kenosha, US
Jan 01, 2011 9:26 pm EST

It is not Sears job to teach you to read. It clearly states on the receipt that you can return the product, if new and unused for no penalty.

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12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

By phone I ordered a vertical blind from Sears Canada, delivery of which would be 2 days hence. Within 15 minutes I realized having ordered the wrong size and immediately called back to cancel the first and order the proper size. The operator advised she could not cancel as it had not yet gone to shipping and I should call the next day. For whatever reason...

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12:00 am EDT

Sears hassle free return within 30 days policy is a rip off!

Sears has no intention of honoring their "hassle free return within 30 days " policy. I purchased a lawnmower from sears and it worked for 15 minutes. I put fresh gasoline and an entire quart of oil in the lawnmower. When I tried to return the mower (less than 24 hours later), I was told that the lawn mower could not be returned because I broke it. I could not believe my ears! First they accused me of using gasoline that I had sitting around for over a year, which was false because I had just purchased fresh gas before my previous lawn mower broke that day. Then they said I did not put enough oil in the mower! Hello? I used a whole quart. They said I couldn't have.

To make a long story short, I had to send the mower out for repairs, that did not work in the first place, and was told that it would cost up to $110.00 to fix it!

Please, Please, Please, do not purchase any lawn equipment from Sears! It is a rip off!

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Maureen Sergent
Salt Lake City, US
Jul 13, 2015 1:02 pm EDT
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this is exactly what I went through in Salt Lake City Utah had to rent mower at home depot when finally told the mower couldn't be fixed was told to go to my local store with original receipt and phone number was my reference number had to pick up defective mower at repair shop (a month later it also hadn't been touched)return to sears when I returned mower to store they could find no information on me getting a replacement mower. took the mower in the night before I was going to get the replacement so I didn't have to load and unload anymore didn't want to leave in trunk. took it to receiving signed in computer no one responded employees on lunch checked backroom still no one in sight, noticed computer screen said I was helped after 8mins still no one responded receiving persons name was Jerod some person named Jeff came to help find Jerod went in back and returned saying maybe he was having a cigarette, Jerod wasn't to be found, after nearly an hour he came walking out with a disgusting sneer on his face, told him I wasn't happy and he needed to remove bad mower from trunk and would need something to cut cord from trunk holding it down, he proceeded out to my car pissed off, I was talking to Jeff and watching JEROD remove my mower from car out receiving windows (supposed to be cameras) he was tugging on my trunk and had mower on ground started walking towards the receiving door my trunk was Open, I walked out and passed Jerod and said you could of shut my trunk. Jerod replied "It doesn't shut very good, in a very sarcastic way, I said "IT DID" my granddaughter was inside receiving doors and told us me and Jeff, Jerod put a his THUMB UP and had a BIG GRIN on his face. I preceded to try and shut my trunk which he had damaged. Told Jeff, he kept trying to close it still wouldn't lock I had to crawl in hatchback in over 100 degree temperatures and tie it shut from inside. I left very mad. It started all over the next day. Had conference call with lady at sears 800 number and a lady named Ysia (sp) in Salt Lake Store. Told her I was coming down to get replacement w/phone number, she said no problem. Got to store and went to garden shop told cashier what I needed and he directly called Ysia and asked her to come to garden shop that I was waiting, he was only cashier and at least 5 other people waiting. After over 30 min. and no Ysia, cashier called her
again she had gone TO LUNCH, we waited and she gave cashier instructions over phone now over an hour! Picked out new mower told them I wanted them to put it together, they were confused, told them I would be back that evening to pick it up and I would not deal w/Jerod. Store Manager Chris was waiting (I called to let them know I was on my way) he already knew what was going on. Got mower loaded, and Chris took pictures of lock (I again had to crawl into hatchback I'm 68 yr. old small statured women ) That was July 1, 2015 still waiting to hear from them. Didn't have a variety to pick from when replacing, upgraded at cost to me Am not happy with mower I got, to heavy to turn, to hard to adjust wheels Almost impossible, and no power, self-propelled lever is not easy on my hand hard to pull. Calling store today to return this one Will let you know how this goes

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JoAnn Thompson
,
Nov 10, 2007 6:58 pm EST

I have been going round and round with Sears trying to get my self propelled mower repaired. Despite having an extended warranty, I am told that the unit is not "covered" . Apparently an aging widow woman is the target of Sears campaign to obfuscate and cheat people. I took the mower in at the beginning of the mowing season this year because it was running rough. I was told that the crankshaft was bent which is not possible since the blade is designed to slip when it encounters an obstacle. Likely the carburetor had some old gas in it when I stored it and it varnished up the jets rather than the standard crankshaft bent baloney that Sears repair utilized to optimize its service charges. I told them to proceed with the $130 in repairs (on a $400 mower now!) and they kept the mower, sent it to Dallas, for several months. I then got a call telling me that the "Deck" needed to be replaced, seeking authorization to do so with the charges estimated to be over $300 on again a $400 mower that has been used ONLY ONE SEASON! That was when I engaged in a letter writing campaign that thus far has not produced any positive results with Sears' management. I have had repeated customer service contacts with repair pricing going from $122 to $180 (it is now nearly SIX MONTHS later!) for a repair estimate. They even sent it back to my Sears store as "repaired" but it was not even touched. The West Monroe Store sent it back and now the Dallas repair facility is again sending it back UNREPAIRED. I am filing a lawsuit in City court to recover my lawnmower and the damages. This is absolutely a total carnage and I will never never buy another Sears product so long as I live. I have been so upset over this that my blood pressure meds have had to be increased. It is absolutely incredible how screwed up Sears' response network is.

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12:00 am EDT

Sears worst experience i've ever had!

Sears in Albuquerque, New Mexico

Short Version

I purchased four stainless steel KitchenAid appliances on Saturday, February 3 for nearly $6,000. First delivery was on Saturday, February 24. The refrigerator was scratched, the stove was dented on the side and the wrong dishwasher was delivered. The second dishwasher was delivered on Tuesday, February 27; it was dented in the front. Third and correct dishwasher was delivered on Tuesday, March 13. I was given a $150 gift card to keep the refrigerator and $100 gift card to keep the stove. Both were less than 10% of the purchase price of each appliance. With one gift card, I purchased a black toaster from Sears.com. Three weeks later a red toaster arrived. Its not simple exchange but a rather complicated process where UPS picks up the incorrect item, upon return to the warehouse a credit is issued and check sent back to customer, then a new product must be ordered. The only reason I purchased the appliances with Sears was to get a 10% rebate for purchasing three or more appliances. The items were sold on two separate receipts (see long version for full story). I received the 10% cash back for the first receipt but the second receipt was ignored. I called to correct the mistake. Its now nearly June (4 months after initial purchase) and I still haven’t received the remainder of my rebate.

Long Version

This was the worst experience I've ever had. I purchased four Stainless Steel KitchenAid appliances on Saturday, February 3, 2007, with a total bill of nearly $6,000. As was expected, nothing was in stock so I had to wait nearly one month for initial delivery. On Saturday, February 24 my appliances arrived. I asked the delivery company to unbox everything. They said it was company policy not to unbox the microwave and dishwasher. I removed the front door so they would have plenty of room to get in. Just as the delivery service left I opened the dishwasher to find a Kenmore dishwasher. I immediately called the 1-800 delivery number and was told they would dispatch the delivery drivers to turn around. I received no return call or dishwasher that day. On Monday, February 26 I called again and was told I would receive a call back to schedule a delivery time. At the end of the day I still hadn’t received a call. I then went to my local Sears to speak with a manager. They called the 1-800 from the store and spoke with a representative. I was told my dishwasher was misplaced and a new one would have to be ordered. They scheduled a delivery date of March 13. Mysteriously on Tuesday, February 27 I received a call directly from the delivery driver. He had my dishwasher and could deliver it that day. I met him at my house where he exchanged dishwashers, again not opening it. I opened the box to find two huge dents in the front. Luckily another one was on order and to be delivered on March 13. I finally received a “good condition” dishwasher on March 13. Now back to the other appliances, as I was cleaning the refrigerator I noticed a large scratch on the side of the door. Apparently when they were bringing it through the front door it got scratched. The stove also had a large dent where the drivers had used a dolly strap to secure it to the hand truck. I called to report the two damages. I received a $150 gift card for the damage to the $2000 refrigerator, which is less than 10% of the purchase price. I also received a $100 gift card for the damage to the stove which again was nearly $2000. I purchased a BLACK toaster from sears.com since it was not stocked at my local store. Three weeks later I received a RED toaster. Upon calling customer service I was informed of Sears’ ridiculous exchange policy. UPS would have to pick up the incorrect toaster, upon receiving it back in the warehouse a check would be issued back to me, and then I would have to purchase a new one from the web again. This would be a four to five week process to fix their mistake. Also, since I had originally ordered the toaster the price had increased. I was able to return it to my local store and get yet another gift card for the purchase price. This now bring me to my rebate fiasco. I purchased the appliances at Sears because they were offering 10% cashback for three or more appliances and “free” delivery. Since the salesmen work on commission, I purchased the refrigerator from one person and the microwave, dishwasher, and stove from another salesman. This means I had two receipts to mail to the rebate center. Four to six week later I received a check that was far less than the total 10%. After calling the rebate center customer service and walking them through the receipts line by line (I am a college math professor) we determined they had completely ignored the refrigerator and delivery rebate. I was told my check would be sent within another two weeks. Two weeks later I received nothing and called the customer service center again. I was told a check was mailed but it was again for the wrong amount. Some supervisor had changed what the service representative and I had fixed. I immediately asked to speak with another supervisor. After again walking this supervisor through the two receipts line by line, he agreed that I had been sent the wrong amount. It is now nearly June, which is four months since I had originally purchased the appliances, and I still have not received my full rebate. The service center claims a check was mailed nearly 30 days ago. I guess the US postal service must have lost it (I am being extremely sarcastic in case it’s not obvious). The service center says I have to wait the full 30 days before a stop payment can be issued and a new check sent. I sent an email to Sears National Customer Relations center and have not received a response. To be continued...

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mad as h$@#
Yonkers, US
Mar 24, 2011 6:56 pm EDT
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i don't know what has happened to sears customer service department. they are the worst i ordered 1 tire instead of 4 by mistake and i immediately caleed customer service to cancel the order and was told that it was to late the 1 tire had been shipped already. when i said to the rep you must have magical elves working in your shipping dept because i just 2 minutes ago placed the order. then the rep started acting like she couldn't hear me and hung up on me. i called back i got the same rep 3 times as soon as she realized it was me she would hang up. i called a 4th time and that rep put me on hold for over 15mins. i called again and asked to speak to a supv. i was told the supv was unavailable. i just kept calling different 1-800#'s until i got a rep in misissippi (nice place w/southern hospitality) she was very nice and helpful. she got me through to a supv who stated that the order had gone through and that i should reject the package when it comes so i won't be responsible for shipment costs. what a nightmare. i'm physically, mentally and emotionally drained! they lost a customer and i want to tell the whole world about their lousy products and services.

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12:00 am EDT

Sears rebates denial

I bought a stainless steel Kenmore dishwasher in February. I was told by the sales person that I'll get a $60 rebate from Sears for the delivery. She printed out two receipts for me: the official receipt and the receipt to be used in the rebate submission. I was told that I only needed to submit the rebate receipt and to hold on to the official receipt. Fine.

After sending in the rebate application, I received a letter in April saying that my submission was denied. It was a form letter, and it was not specified what the reason for the denial was. I called Sears, and the guy I spoke with said that there shouldn't be any problems with my rebate and that I should expect a check in 15 days. A month passes, and I called again. This time, a woman claims that I never submitted a receipt to them! I talked to the local sales office in town, and they promised to try to do something about this and will call me back. Of course I haven't heard from them since.

This happened to the rebate we were supposed to get for a freezer we bought a few years ago, too. I never kept track of that one, so it's partly my fault. But this second case shows a pattern.

So that's it. I'm never buying anything from Sears again. We are planning on buying a new range and refrigerator, but I'll be going somewhere else. I'm also cancelling my Sears credit card and my membership to the Craftsman Club. If anyone asks me, I'm going to tell them to forget buying anything from Sears.

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dt23
Lake Elsinore, US
Mar 15, 2011 12:36 am EDT
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same situation here as sibby62 ... pretty sure the company that handles the rebate is stealing the money for themselves ... also, the customer/rebate center for Sears are just awful ... just kept transferring my call between those two centers ... 5 times i spoke with either rebate or customer service reps and they repeated the same questions over and over again like robots and wouldn't hear anything else or do anything ... might as well just get rid of both centers and just have customers read an FAQ because those reps are completely useless and unhelpful ... and the rebates are a complete scam, that's why they have switched to instant rebates ... but I would never buy from Sears again ...

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sibby62
Katy, US
Sep 28, 2009 7:45 pm EDT

Sears had a big Labor Day sale and I needed a washer and dryer. In addition to the sales price, I was told there was a $75.00 rebate for the delivery. I was told all I had to do was go online and complete the form. Little did I know I had to have a program number. I called the Sears store and was told I could pick up the form. The form had the program number, so I completed it online. A few days later I received an email stating my rebate had been declined because I didn't pay full price for the items. There was nothing on the form that stated full price had to be paid. The only stipulation was that the price had to be $399 or more which I met. I called the rebate center and talked to them, but they were adamant that I didn't meet the requirements because I didn't pay full price for the product. I have filed a complaint against Sears.

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Mary Sewell
Peoria, US
Jun 30, 2009 2:07 pm EDT

I am a patient person, who always try to give people the benefit of the doubt, until I tried to get a a rebate from Sears. I would have rather they would knock of $50 of the price of the merchandise, than wait for a $200 check that they told me was sent out several times. I feel embarrassed for them. I wish someone had the gull just to tell me the truth. I know this will come back to bite them in the butt later. I know I am amongst several that have been lied to. What a shame. 7 months and several calls, still no check. Mary

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Mark G.
Wilmington, US
Apr 01, 2009 10:43 am EDT

On 3/18/2008 I went to the Sears store at Concord Mall in Delaware only to purchase a Microwave to replace one that died. The sales person alerted me to a 20% rebate if we bought 3 items, because I was going to eventually replace a Refrigerator and Dishwasher too as we are re-doing our kitchen. So we bought all three items. I waited to input the rebate for three days recommended by the sales rep. We waited for the rebate, on February 13th we received a check for one of the items and not all three, and even that check was not correct in the amount, it was not 20% of the item(s). I called Sears rebate office and talked to a Rep, he stated that he didn't know why the others were not processed and that he would fix it, I waited while he supposedly re-input the informati0n and submitted it, approximately 15 minutes in all. Now it's April 1st, still no checks received, so I go back on-line to searsrebates.com and find that the items are "unqualified" and they will not be sending the money. I sent them an email in the contact section and I have a call in to the Manager of the store I purchased the items, but I suspect that I will not be satisfied with his call this afternoon, if he even call and I'd bet the response from the rebate section (within 48 hrs) will be even less satisfying. Sears and their rebate program is obviously a con and I will never buy from them again. This warning is just my first steps in getting satisfaction from them, next up the BBB then on to the Prosecutors office to file another complaint, then to a lawyer, 600.00 bucks is 600.00 bucks!

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dahoov2
Hampton, US
Mar 27, 2009 3:27 pm EDT

Same problem here. I ordered online 11/16/08 and was supposed to get my 65.00 delivery rebate. I never got it. Here's how it went down

1) went to store too early for the 20% + additional 10% off sale with free delivery (rebate). I had to wait a few hours for sale to begin so thought I'd order "online". I did so but only after NUMEROUS problems online with ordering (they were late putting up the sale over an hour late and then the thing either timed out to being too busy or it'd go blank and I'd have to re-input over and over. Finally. hours later, I get my appliances ordered. I then go online and apply for the shipping rebate.

2) A month passes and no rebate and then another. We contact the rebate center and are told we put in the numbers wrong and resubmit. We do.

3) another month passes and still no rebate. Online says we are not qualified. We contact again and are told the same thing to re-input. We do.

4) another few weeks pass and same thing so we talk on the phone to someone who we fax info to and she inputs info for us so NO errors.

5) another few weeks and nothing. I email Sears Rebate Center again AND the regular customer Service. I get no response 3/26 from Rebate Center, but the Customer service center calls me on phone. Said they can't cut a check but they can give me a gift card instead for 55.00.
a. I have to settle for less
b. I have to spend it only at Sears or KMart
c. I am no longer qualified for the rebate.

In order to alleviate my aggravation and against my better judgement, I agree.

6) This morning I get an email telling me I was never qualified for the rebate.

At this time I am FUMING. I am contacting the CEO. I spent THOUSANDS at Sears too! This purchase alone was well over 4200.00. At this point, the time invested in this was not worth the 65.00. I spent more in time. But I am spending more time STILL writing to you all... DO NOT ORDER ANYTHING FROM SEARS if you are banking on part of your savings to be the Rebate! ps The delivery took longer too and one of the items I bought ended up scratched after a couple months of use (Stove) while the previoius glass top stove I had went 12 years with no scratches. So obviously, their products are declining in craftsmanship as well.

BOYCOTT.

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12:00 am EDT

Sears no refund for cancelled order

I ordered a riding lawnmower part on 5/3/07 from Sears with an estimated delivery date of 5/7 via phone [protected]. I was told it was available, and clarified that it was not on back-order. When it did not arrive on 5/8 I called Sears and was told it was on backorder, and when I mentioned that I specifically asked about that when I ordered the part, I was told that system must not have been updated; they apologized for any inconvenience, and they did not know when it would come available. I immediately found a local service man who ordered the part at 4:30pm and had it in the following day, from Greenville, SC, for 2.5 times the cost of Sears (I think it was worth it). I immediately called Sears back that afternoon to cancel order; was told it was canceled and would see my full refund soon including shipping, as the part had not been shipped. On 5/11, I received a call saying order could not be canceled as it had already been shipped. In order to get full refund, I requested how to proceed once the part arrived. Rep did not know when it would arrive the manufacturer had not provided a tracking number. I was instructed to simply watch for the package for the next 5-7 business days and refuse it when it arrived. I explained that I could not sit at my house and wait for UPS driver to come whenever. I was then told I should accept the package and then ship it at my cost back to Sears, who did not believe they could compensate me for postage; however I should purchase delivery confirmation as proof of delivery. So, I posted note on door, and called back everyday to try and get tracking #. I finally got the tracking # on 5/17, from Sears, the day package arrived, this is when I learned that the part had not been shipped until 5/16 from Greenville, SC, presumably the same placed that shipped the other part I received 8 days earlier. The tracking # (provided by driver and matched Sears tracking #) showed delivery back to company in Dallas, TX on 5/22. I called Sears on 5/23 and was told the company did not have part (Sears rep – Kendra in customer relations – parts department). When I told rep I had tracking number that showed part had been delivered she said they did not have it, and this why I should have accepted the part and shipped it back with delivery confirmation, at my cost, because my tracking # was not proof. After disagreeing with her for 5 minutes she finally agreed to look up tracking #, agreed that the part had been delivered, and must not have been processed. However, because I refused package instead of reshipping it myself, my refund would not show up until the next billing cycle. When I told her that I merely did as I was instructed by another cust rep, she stated that I should not have been told such, and there was nothing more she could do. I explained I used to work with Sears in Maryville, TN and when we had a customer that was upset we got a manager to satisfy the customer, then I was put on hold and transferred to the repair center (not a manager). That person transferred me to Kenny in Mobile, AL, who is a customer service rep “with manager authority.” I told him situation, and that I was displeased. I explained that I received too many mixed messages, I had been told things that were not honored, I was not told things that came back to frustrate later, and I wanted Sears to show that they care for their customers. I should get a full refund, after over 5 hours on the phone, and after at least a month since I originally canceled the order. For my trouble, I asked Kenny to authorize a free oil change ($22 value), as I use Sears for batteries, tires, oil changes, little auto stuff, etc which they could look up in records. Kenny responded, "I cannot do anything more for you sir. I have already refunded your shipping." Wasn't that supposed to happen anyway? I canceled order on 5/8, (8 days before shipping). Sears never should have paid for shipping; they had plenty of time to not ship item. Why can't someone pick up a phone and cancel the order manually.

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BarbiD35
Madison, US
Jun 03, 2016 8:20 am EDT
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It seems that CitiBank owns Sears/Kmart. I have been a card carrying customer of Sears for 30+ years. My mom had me put onto her Sears credit card (that she held for at least 15 years prior) when I was a teenager, to help me establish some credit status when I became an adult. Needless to say, between my mom and myself... we have been card carrying customers for nearly 50 years.

Over the years that I have had the card, I have had financial problems that caused my payments to be late but always caught up by the next month. I filed bankruptcy in the past (not on them) and I was allowed to continue as a card carrying customer. My Sears credit card account has been totally paid off many many times also.

I was elated when Sears joined with KMart and I could use the Sears card at both stores. This meant I could get just about anything on the card...including prescriptions and food or major appliances and car repairs, not to mention the special tools needed and lawn mowers. Yep, I was a loyal customer to Sears and to KMart but last year, I received a letter from Citibank stating that my Sears account would be closed because of my credit history. My Sears account had been totally paid off for several months at the time and I had just paid cash for 4 new tires to be put on my car along with a brand new clothes dryer. This was the first time that I had heard of Citibank owning the other companies.

Citibank was one of the first companies that borrowed BILLIONS from the government so they wouldnt go belly up (and so their bigwigs could continue to get million dollar bonuses, company cars, time at luxury resorts, ect) while Sears stayed in business due to KMart. One would think that Citibank might want to keep the long termed, loyal card carrying customers of Sears and KMart around instead of kicking them to the curb as soon as possible. Maybe doing this makes Citibank look good on paper, but they look like greedy ### who could care less about the other companies very loyal customers.

I do have a question for CitiBank, did the thought ever cross your mind that the ones who came up with doing this Sears and KMart's loyal customers are the same ones who ran your company into the ground? Maybe the very bright persons who screwed your company up so bad arent really so bright in business after all? It is ok that you tossed the very loyal customers of Sears/Kmart to the curb because there are a lot of other stores out there that would appreciate having our business.

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Dan-N-Salem
Salem, US
Mar 26, 2011 1:55 am EDT

I originally purchased a "Dirt Devil" carpet cleaner from Sears Service center in Salem, Oregon. I used it without any problems for over 5 years. The pump which moves the liquid from the tank to the carpet failed so, I took it into the service center for appraisel and possible repair. I was told the techs in Seattle would call me within 1 week to let me know if parts were even available for my carpet cleaner. It is 1 week to the day and NO phone call from the techs in Seattle. I took the initiative and called them only to discover it had NOT even been looked at so far. I called the service center to tell them I could NOT wait any more and I would like to get my money back. I initially paid $29.99 for an estimate on the cost of repair. I was told I could NOT get a refund. I explained it was over the 1 week period and my machine had not even been looked at. I told them if they wanted to issue me a store credit I would in turn buy a new machine from Sears. Again, they refused. I immediately called my bank and put a "stop payment" on the $29.99 deposit. I went to my bank to get some cash out for the up & coming week-end where my friend, a teller at my bank told me "Sears is NOT known for their customer service. I have purchased quite a few and costly items from Sears including tires for my car. I'll consider this a lesson well learned and will NEVER again darken Sears doorway for any purchases. BTW: I even bought a lawn mower from Sears. Never again!

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12:00 am EDT

Sears poor customer delivery service

Sears has scheduled delivery for 5/19, with a notation of our need to have prior to 3:00 PM. Call on 5/18 evening confirmed arrival at 2:00 PM. We cancelled and re-scheduled at 2:45 when a call to Sears told us that delivery would be about 3:30 - no apology for time change. Re-scheduled for 5/20 afternoon, with call to us during evening of 5/19 to verify. Attended event, so cell off that evening. When turned on next morning, no call, so contacted Sears to find out time. Told then that no one authorized the delivery, so was scheduled for 5/21 AM. After lengthy altercation with scheduler, was offered $50 for "inconvenience". Delivery man arrived on time 5/21 AM, but with wrong pedestals for washer and dryer. Now the nightmare really begins. Have talked with three different phone centers, none of whom supposedly are authorized to help me get the right parts. I must call the store where I purchased the appliance for them to correct. Have called the store three times, and each time the auto-attendant system has told me that the main office is busy and has cut me off. Can anyone help, or is the just how Sears does customer service?

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Sears_sucks_ass
KC, US
Feb 18, 2011 6:37 am EST
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Sears customer service is outrageous. They have outsourced it to the Phillipines and they just plain lie to you with no knowledge. They will go the way of Wards very soon, do not buy from Sears. The guarantee is worthless.

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12:00 am EDT

Sears worst retailer in the country!

Sears Roebuck and Company. Gaithersburg Maryland 20877 I have been a loyal Sears customer for many years. In the last 3 years I have bought A plasma tv, three lawn mowers, two stoves, two refrigerators, 1 microwave, telephones , as well as many articles of clothing and other items. I have paid several thousand dollars for their items. Sears use to be a very reputable organization but I've noticed a drastic decline in the way I personally have been treated. On one refrigerator I bought There were two deliveries of dented merchandise and the drivers got upset because we did not want them. I bought a microwave oven from them about a year ago and could not install it because of personal reasons and they would not honor this item that their lying salesman told me had been tested and was fine. Sure I should have tested it, so much for trusting any of their associates. When calling the manufacturer about the item they said they would repair it for free as a item still under warranty. No problems at all when talking to the manufacturer but when dealing with the idiot Sears associates all I got was a bunch of crap of what I did wrong as the customer. Perhaps it did not help that their associates speak broken English and just don't understand about customer loyalty on this country nor their products. As a matter of fact I was not even talking to the one associate and he decided to barge in on my conversation. I must admit that when I called the supervisor the supervisor was helpful and curious but still the burden of getting it fixed was placed on me on this item that I was assured by Sears Associates that was Ok. The jest of this ordeal is that SEARS has lost a very loyal customer and I will never frequent their stores and I will tell everyone I know about Sears. I have been reading about Sears problems financially and see why they are having them. They use to be the BEST retailer in the country and now they are the worst. Sears, I see your fate as being the same as Montgomery Ward, Hechingers, The Hecht Company, and others that just don't give a damn about the consumer and you too will be a thing of the past.

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JUDY WATSON
Windsor, US
Dec 08, 2011 5:26 pm EST
Verified customer This comment was posted by a verified customer. Learn more

THE REPAIRMAN CAME OUT TO REPAIR MY WINDOW UNIT AND HE ALSO HARASSED ME. THIS IS MY E-MAIL. 112levone@centurylink.net

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12:00 am EDT

Sears poor after sales service!

I did not know where to turn then I saw this. My boyfriend purchased his eye glasses at Sears this years in Dedham MA. We spent over three hundred. Is there anything that can be done Sears would not service us to fix the handle. I feel with what was spent on them they should do that for free like any other place would to keep the business.

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John Doe
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Jul 20, 2007 5:13 pm EDT

Dear Charlene,

I feel your pain. I was just at Sears and insulted by the eyeglass manager for a mistake she made. This incident happened in Ashtabula, Ohio, the managers name is Wendi. She verbally attacked me in front of about 10 customers, even after another Sears employee told her it was her (WENDI) fault. I walked away and returned a few days later with another manager who returned my money.

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12:00 am EDT

Sears I hope that you never have to deal with these people!

Below is a copy of a letter I sent to Alwyn Lewis the president/ceo of sears.

I hope no one else has these problems.

Here is the information I've found out if anyone needs it in the future.

Sears Service Unit # 8214
8000 National Highway
Pennsauken, NJ 08110
[protected]

I pray that you never have to deal with these people.

Read this atrocity:

On April 9, 2007 the washer machine reported via its LCD screen there was problem with the unit. My wife contacted [protected] your warranty home service. My wife spoke with the call center and scheduled an appointment for Tuesday April 10, 2007.

April 10th - I received a call from your call center on my cell phone, which for some reason was the contact number they had, even though we had given them the home phone number to use. When I contacted the call center minutes later, they had stated that since the cell phone wasn’t answered the tech messaged them and told them we weren’t home to accept the service and we would have to reschedule. I reluctantly was given a date of Friday April 13th, 2007.

April 13th - We once again waited and called the call center to find out what time the tech would be at our home. The call center stated that we should expect the tech between 1p and 5pm. After calling in around 4pm to see if the tech was still going to arrive, we were told someone would get right back to us. A few minutes later, I received a call from the call center, I was told by the call center that the tech has once again messaged in saying that no one was at the home to answer the service call. I asked the call center why if no one was home or reachable at the phone number as the tech was claiming, why was the call center able to reach me on that line minutes later to inform me that no one would be there. They call center person said it did sound peculiar.

It is at this time, I called the Deptford NJ store and spoke with sales associate Lisa Bello. She told me she might be able to find out some info for us. She talked with someone at the local service center/unit and told us someone would be at our home on Saturday.

April 14th – The tech came to our home, informed us that we needed several parts, a pump, motherboard, and some other items. The tech stated that this was a two man job, and that we would have to remove the dryer from the utility room prior to the next appointment so that could work in the room. He also informed us that parts would be shipped directly to our home and to call into the call center to verify that we indeed receive the parts so that the techs didn’t waste a trip to our home on Friday if the parts were not there. I find this to particularly amusing because the there was such a sound of concern on his part not to have to waste a trip to our home, yet we had wasted two days already waiting for a tech to come.

I guess the service tech’s time from your company is more valuable than ours.

We paid the tech the $69 service call fee, and were given a receipt that specifically stated we were scheduled for an appointment on Friday April 20th between 8a-5p. (Please see enclosed copy)

April 19th – The call center left an automated message on our home phone to call in and confirm the parts were delivered to our home. My wife called and confirmed the parts indeed were delivered and was told the tech(s) would be there tomorrow. After working a 19-hour day, I came home and removed the dryer from my utility room in accordance with your techs directions in anticipation of the schedule appointment tomorrow.

April 20th – My wife checked with the call center approximately every two hours to confirm the time and the status of our appointment. She was told we were 8th on the list. At approximately 4:30pm my wife contacted the call center to inquire as to the status of the tech and was told we were never scheduled for this date and someone would be there on the 24th. My once again contacted the call center to complain and was repeatedly hung up on.

I contacted the call center and told them of my story; they forwarded me to corporate complaints. I have to say the woman Crystal who answered the call was very helpful. Unfortunately she after she forwarded me to the corporate complaint department another woman put me on hold, after approximately 30 seconds on hold I was disconnected.

Once again I called into the call center, surprisingly Crystal answered my call. I explained what had happened and she apologized and tried to forward me again. This time I was connected to a Margaret (ID # 27362). She read over the notes and assured me that the tech(s) would be on the Tuesday April 24th.

I asked for the Manager’s information for the service unit we are dealing with (Unit # 8214) she stated the Manager would be in on Monday and would message him/her to contact me. I asked for the contact information for the unit, she told me she could not provide it to me.

Margaret noted the history notes for my case stated that I didn’t have an appointment for today the 20th only the 24th.

So it is at this point, after getting the worst run around in my consumer buying experience I am writing this letter to you 9pm on a Friday night.

As the leader of one of the most identifiable American brands/company in the country I would hope this is not acceptable to you or your company.

If I performed this inadequately on my job, it would not be my job any longer.

I hope that you find this matter as troubling as I do, and that you can take the proper steps to correct it.

Unfortunately I have to say that I will no longer shop at your stores due to my current experience.

I look forward to hearing from you in the future.

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About Sears

Sears is a long-standing retail chain offering a diverse range of products including appliances, tools, clothing, and home goods. They also provide services such as appliance repair, home improvement, and auto maintenance. The brand has a significant online presence through their website, sears.com, where customers can shop for their wide selection of merchandise.

Sears Customer Reviews Overview

Sears is a long-standing retail chain offering a variety of products for the home and family. Their inventory includes appliances, tools, clothing, and footwear, as well as fitness equipment and home goods. They also provide services such as appliance repair, parts replacement, and home improvement projects. Customers can shop online at sears.com or at physical store locations. Sears aims to cater to the needs of a diverse consumer base with its wide range of products and services.
How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

Overview of Sears complaint handling

Sears reviews first appeared on Complaints Board on Jul 19, 2006. The latest review Dishwasher refund Can't get it was posted on Apr 19, 2024. The latest complaint craftman replacement was resolved on Sep 19, 2023. Sears has an average consumer rating of 2 stars from 2942 reviews. Sears has resolved 944 complaints.
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  1. Sears contacts

  2. Sears phone numbers
    +1 (847) 286-2500
    +1 (847) 286-2500
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    +1 (800) 665-2127
    +1 (800) 665-2127
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    Sears Home Services
    +1 (866) 850-0518
    +1 (866) 850-0518
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    New Orders
    +1 (877) 550-9254
    +1 (877) 550-9254
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  3. Sears emails
  4. Sears address
    3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
  5. Sears social media
Sears Category
Sears is related to the Department Stores category.

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