Sears’s earns a 2.3-star rating from 2954 reviews, showing that the majority of shoppers are somewhat dissatisfied with their purchases.
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women's apparel / return
I had purchased a dress from sears catalogue for my sister's wedding. the dress was origionally purchased in january. the wedding itself was in sept. i had tried the dress on a total of 3 times (never had it altered it fit like a glove). the day of the wedding...no problems unitl i started to walk up the steps to sign my sister's wedding license. the zipper let in the dress and i tripped in it tearing apart of the lining. very very very upset i went back to sears that following day. the lady at the counter had tried the zipper and lo and behold it worked. she looked at her co-worker like i was lying to get my money back cause it was torn. i obiviously debated. the other lady told me that the dress was worn. ( uh...yes...) and that the tags were missing ( uh...who's going to wear a dress with the tags on it...) and she also mentioned the purchase date. (well im not going to shop for a brides maid dress the week befor the wedding...(DUH...) i wore the dress a total of 3 hours. if i had knwoen that the sales lady was going to tell me that the dress "fufilled it's intended purposes " and that i couldnt get store credit or another dress i would have spent the $200 elsewhere! i had all the necessary paper work the slips and bills, etc. i even had the tags that came off it... so with out a dress and the embarrassment to my sister im out $200 and i can guarantee you that all my friends and family are horrified with sears especially the statement that it "fufilled it's intended pourposes". i can safly say that neither me / my firends / family will ever purchase anything form sears ever again.
the mess started after I had signed the dotted line
In May of 2006 I decided to have a new AC and Heater put into my home which I had just purchased. I swallowed the over inflated Sears Price because I thought that I was purchasing peace of mind as well! The total bill $5,652.32. Trust me the zero percent financing isn't worth the hassle!
The mess started after I had signed the dotted line. I had to wait and wait before anyone would call me back to install the equipment. Then when they did call they called the house after specific instructions to call my cell phone. Then after getting the message I could only call their central new jersey office between 9-5. And no one ever answers the phone. You just leave voicemail after voicemail.
Then came the inspection for the work done to the house. The township was backed up and I had to wait a month before I could get an inspection. I called and told sears this. I started received delinquency notices that I was being fined. I called every day for two weeks hoping to get a hold of someone, but nothing. And the main Sears number which they supplied on the failure notices couldn't help me in anyway because I live in NJ. After repeated calls to the customer service number which couldn't handle my account because I live in the state of New Jersey I finally got a hold of someone.
I will never purchase from Sears AGAIN. For anyone who is having difficulty with reaching anyone regarding work done by Sears in the State of New Jersey...this number is gold [protected] you want to speak to Tom Haggee (who hates his job and his life). He is a project manager for Sears work done in the good old state of NJ.
I am posting this because this has coasted me many headaches and I want to relieve the trouble for anyone else!
So this is Sears fault because you couldn't work out scheduling for an inspection?
repair schedule
I purchased a Sears refrigerator as a wedding present for my son 4 years ago. Now at the end of the warranty period (compressor has a 5 yr warranty on this model), it went out. Called and was given a repair date 2-1/2 weeks out but was left with no choice since it was a warranty item. They have a newborn and a 2 year old - Sears didn't care anything about circumstances and they were given a Sept 9 date. At 4:30 on that date, today, they were called to say repair would be rescheduled to September 25. I called the Customer Service line and people listen but do not seem to care. We were told to call on Monday and see when they could come. I will never purchase anything from Sears again nor will I frequent their stores. I am fed up
for the first lady ... sears schedules their appointments as a first come first serve basis, the only time they'll make an exception on refrigerators is when it stores medication for a sick person. if u have the contract u can rent a refrigerator, save the paperwork and u'll get reimbursed. now for the second lady, i agree with you, what SEARS did was wrong. the heater is what they consider an HVAC unit, those are indespensible especially w/ the elderly. theres a department in sears where they handle escalated calls such as yours, it's named TSRT ... u need a complaint first ... but once you reach them they'll do anything to help you.
as an ex-employee of sears i can stand behind their service, its just a matter of people reading terms and conditions, understanding the magnitude of service they provide, AND understanding the fact that if their appliance doesnt get fixed or the technician doesnt arrive it's because of his work ethics. these tech's go through special training and NEED to use it, so if people dont complain against these tech's useless then they'll continue providing poor service.
I had to have my lawyer send them a letter to get their service people moving. I purchased an oil furnace from Sears and purchased the full service contract. Well the thing died in the dead of winter. I had two elderly people in the house, one terminally ill. After days of living in front to the fireplace and space heaters, and calls; It took a threat of legal action to get their attention. They sent in a repair person from out of state. They didn’t have anyone in the state to service the unit. How do you sell a service contract and not have the personal to honor the contract?
I set up an appointment to have the TV serviced today and the guy was a no show. I call the service line and was told, they had no record to the appointment. So it must have been a dream, that conversation I had with the service department last week.
Sears is not the company my mother knew and loved. They are so busy cutting the bottom line. Their service personal are leaving for better paying companies. I will never buy another big ticket item from Sears.
I will never buy anything from sears
I called Sears about windows, they sent a guy out and I ask him how much for 17 widows to be replaced. The price was for double ply was about $15,000. He stated for a little more I could get the 3 ply Weather-beater with a film in it. This was about $1000.00 per window. I told him I was worried about acts of God, Vandalism, or other stuff like transferable...
Read full review of Sears and 32 commentscustomer service at sears leaves something to be desired!
Today I found a tool set on the Sear.com website. Shortly after 10:00 I phoned the local store to see if they had this tool set in stock at the store so I could shop locally. My first complaint is that the automated phone system is NOT user friendly! My second complaint is that when I specified which department I wanted, it rang... and rang...and rang... (you get the idea)...NO ONE answered and it put me back to the automated system to start over again! AAAARRGG! I tried dialing a direct phone number to the department I wanted...and you guessed it, same thing, no answer, blah, blah, blah. I finally go an operator at one point who transferred me and THE SAME RESULT! So I called another non-related department who hand carried a cordless phone to the tool department. I finally found out that, no, they didn't have the tool set I wanted in the store, but I could order it online. Shees! One simple question turned into a half hour of my time wasted. Customer service at Sears (at least in Salem, Oregon) leaves something to be desired!
@RishaDeary, Risha you don't even work. you didn't take the day off twice, you had 2 willing and able children and your nieces and nephews up for thanksgiving they can be your dishwashers
To Sears Customer Service Dept. I have a Sony Wega TV. I have an upto date service contract convering this tv. I called in for service and repair. Service man came out and checked the code and ordered corresponding parts. They arrived the day the tech was to be there to install. After installing the part another code showed up so part was ordered. Shown to be in stock. Day of service mans return received phone call part was not available so oldpart removed from tv to be sent in for rebuild.
1st service was Jun 10, 2nd service date was Jun 16, third service date Jun 24. Service man stated it will probably be 2 weeks before part is returned. I received a call today Jun 25 that it will be the middle of July before serviceman is scheduled to return to fix the tv. Over a month of watching the backend of my tv waiting for parts to fix it instead of watching the front of tv. It has already cost Sears over a thousand dollars to fix a tv that still doesn't work and all I see is the backend of it.
Serviceman has been a good worker, but his hands are tied due to parts unavailability.
Thanks a lot sears.
E Hutson
### SEARS STRAIGHT TO THE POINT
I agree that sears phone system is flawed. I worked there for two years and don't bother with the automated system as it doesn't really work, no matter what department you say you always go to the operator phone. The operator is just a low level manager who can't always answer. Even with a departmental transfer, there are not always employees in a department, and many times there is only one employee there as sears is a fairly slow retailer without a ton of business. When I worked as a salesman I knew I would rarely walk away from a customer to answer a phone, as to that alienates the customer who is right there right then. I understand the pain, but it is not necessarilly the fault of the employees.
Whaaaa, I am a big baby! I can't wash dishes by hand. If you can afford a vacation house the why don't you get a maid... better yet have the kids do them.
Wow. Instead of wasting the half-hour on the phone with an automated phone system (which, if you actually LIVE in the 21st century you'd understand NEVER works), why not drive your car over to the nearest Sears store? Mhmm?
so lets get this straight hmmmm you call a store and what ? they are just sitting there waiting for you to call? u think this world revolves around you? its because of lazy people like you that companies cut payroll dollars and try to automate everything in the first place one simple question you say yea thats right your one simple question in the good old days was get off your ### and go shopping ! browse the store ask all the quesation you want in person ! wow what a concept! no instead you expect the employee's to drop whatever customer they are with in the store who isnt lazy and talk to you on the phone ? ya people like you is why the automated phone system was invented to IGNORE YOU (: HAHAHAHAHA
SEARS DOES NOT CARE ABOUT YOU AND HAS INCOMPETENT WORKERS. I bought a BOSCH dishwasher from SEARS. The dishwasher has broken after only three years. It is very obvious that the motor that pumps the water out is broken. I called SEARS service and made an appointment for the following week to have a service man come to fix it. They said that they would be there between 12 and 5. I took the afternoon off from work and waited only to get a call at 4:30pm that they were stuck in traffic and could not make the appointment. I had to call the service center back and reschedule for the following week. This time they were to come between 9 and 12 so I took the morning off. At 11 I get a call that they will not be at my house because the service truck has broken down and I needed to reschedule for the following week. AT this time I thought I was on candid camera, I was furious and told the scheduler how I felt and she said she would have customer service call me. I NEVER GOT A CALL, EVER! The following week a sears service man came as scheduled to inform me that the pump was broken a new one was to be ordered and he would come back in 10 days. I recieved the part directly and the service man arrived 10 days later which was 5 days before Thanksgiving. He opened the box with the part in it and said "oh boy, this isn't what I ordered they sent the WRONG PART" I was in shock, you can't be searious! I told him I had 20 people coming for 3 days to my house for Thanksgiving and after washing dishes for over a month I was not going to have a dishwasher. I called sears and they said they would call me back. I NEVER GOT A CALL. I emailed Sears and all I got was a form letter reply. I had to buy a new dishwasher that I don't like. I want my old one fixed ( which sears told me was 5 years old and Bosch told me was 3 years old like I thought). Unfortunately for sears I just bought 20,000 in appliances for a new vacation home and they lost out on that sale. I have since gone in to the store to let them know that I never got a call back from the appliance manager and guess what, I NEVER GOT A CALL BACK!
kenmore deep freezer
My husband and I purchased a deep freezer from the on line Sears Store in March 2006. On the morning of June 23, my husband went out and noticed there was water on the garage floor coming from underneath the deep freezer. When he opened it up, he discovered that not only was the food not frozen, but it was rotten. Apparently the deep freezer had not been operational for at least a day, but we had no way of knowing it because the power light was still on.
I call Sears Service on June 24 in the morning, and the nightmare began. They first told me that it would cost me $59 for a service call. I corrected them on that because ti says in the manual for the deep freezer that it is under manufacturer warranty for one year with no service fee. The supervisor ( yes it had escalated to one at this point because I was not happy with the first agent I had spoken to. ) The supervisor prompted to tell me that someone would be out Wednesday. I advised him that it would have to be Thursday because I was already off that day and could not take Wednesday off. He told me that I had no choice that it would be Wednesday because of where I lived and that I would have to live with it. Trying to remain calm, I told him point blank that was nothing more than discrimination because of where I lived ( I live in a small town south of Wichita, Kansas) and that Sears did not have a problem delivering it a convenient time for me , so I didn't see why this was such an issue. We went back and forth and the conversation ending by the supervisor ( his name was Lawrence) stating that he would see what he could do and would call me on Monday, and that if he could not get any other day we would get it scheduled for the following Friday.
No call came on Monday, so I called on Tuesday June 27Th, and the real nightmare began. After 3 phone calls and a wasted lunch break, much to my surprise, there was a service call scheduled for the following day. I tried getting it changed to another day, but they refused, saying it had to be that day.
Fortunately, my husband was able to get off work. But this in itself was an inconvenience to his employer, because they were under mandatory overtime and really could not afford to lose him for an entire day. Not only that, but Sears stoutly refused to give me anything but a window of 9am to 5pm. I again told them that this was unacceptable. They were inconveniencing us and my husband's employer, and that the least they could do was to give me a smaller time span. After going back and forth with this , ( yet again another wasted lunch break) they finally told me that we were third on the list, and that he would be there about noon.
The repairman arrived and quickly discovered the problem. A connector linking wires to the thermostat had disengaged. He went on to say that it was in fact faulty workmanship that was at issue because it was not put together properly at the factory. The repair man also attempted to make a claim for the food that was lost. Sears promptly denied that. My husband called me and told me that it was repaired, and that the claim had been denied. At this point, I had had it with them. I called the service number yet again and asked to speak to a supervisor. Four phone calls later, I still had not spoken to a supervisor. I was told :
1) that there was no supervisor
2) that they were in a meeting
3) that they did not have supervisors in that department
4) I stayed on hold for so long that I got a recording telling me to hang up because my transfer would not go through.
Needles to say, I was irate and angry at this point. I called the Executive Offices of Sears, and the nightmare got worse. I was told that a claim could not be made for the loss because it had to be made under the extended warranty. I explained to her that was not possible to do because the deep freezer was still under manufacturer warranty and that I had been advised that the extended warranty was not applicable until one year had passed from the purchase date. All I wanted was compensation for the food that we lost. Through a lengthy, aggravating conversation, I explained that I had been:
- lied to
- given absolutely nothing but the run around
- inconvenienced in more ways that I could count ( this including the fact that I had to go to the store every day for portions of that nights dinner because I no longer had the space to store frozen food for 2 adults, 2 teenagers and an 11 yr old)
- my husband lost time from work, and had to use the last of his vacation time
Sears offered nothing more that what amounts to a slap in the face. A $20 gift card.. Yes, a $20 gift card, which by the way, I was advised, I would have to use at the store in Wichita because it was not usable on line. I firmly advised the representative, that she could keep her gift card because I, my family, nor my extended circle of friends, had any inclination to set foot in a Sears store again.
Someone from Sears contacted my husband the week of July of 3rd, with nothing more than an attempt to keep our business. At point, she explained that claims of this nature had to be made against the manufacturer.
I returned from a week long business trip on July 9Th. I attempted to do a web search to do just what she suggested, contact the manufacturer. Every contact source leads right back to Sears, and quite frankly I'd rather not repeat the nightmare all over again.
All I'm asking for is compensation for the food that was lost. $300.. that's all.. $300.
But you would have thought that the amount was the yearly operating budget for this company based on their reaction. And that is just not right.
Sincerely,
Cara
In canada the maintenance agreement (service contract) cover losses the term of the contract and includes the first year.
hmmmmmmm
sears catalogue, sears card and other discriminating stuff
I purchased through your Sears catalogue, picked up the item, paid for it, then proceded to try it on. Upon neither of the two items purchased fitting, I then returned them to the counter, same day, didn't even leave the store. Upon being reimbursed the sales clerk informed me that there was a $2.00 handling charge. However, prior to paying for the item I was asked if I would like to get a Sears card, and have $10.00 off the purchase, and then was informed that if I had a Sears card that I would not have to pay for the handling charge. Also, if I had a Sears card, I could have the purchases sent to Lorraine Ave Depot, where I could walk from my home and pick it up. I had a Sears card for years, so therefore, I never knew about these things, I find it very discriminatory, that I would be forced to have a Sears card in order to have purchases sent closer to my home, and also not to have to pay for handling charges, isn't it the same amount of work to put packages together and load them onto a truck whether or not it is on a Sears account or not? I feel that you are forcing people to have an account with Sears in order to be served to their best interest, and also that my cash money isn't good enough. Also, I find it odd that your department won't put stuff back onto your debit card when returning a purchase, and I had to take the refund back in cash, good thing it wasn't a $5,000.00 dollar purchase! I am very upset over this whole situation, so much so, that I will probably never purchase anything from your department again. Also, I will recommend to my family and friends, and co-workers that they do the same, unless they want to continue having a Sears account or wish to purchase one.
Nelza
Kitchener ON N2B 2N2
It is Sears policy to return the money in the form that it was paid, with the exception of checks. That's odd that they only gave you cash because when I worked there they did not give cash back for anything unless you originally paid in cash.
And the poster above me, Check your percentage rate that may be why your balance is not going down. Also, look at the statements. They do not have a set date that the payments are due. Months have a different number of days and the billing cycle just goes by a certain number of days, so you may have a few months where the due date is a few days earlier than usual. If you call them AS SOON as you are late, you may be able to work something out with them. They have programs to drop the interest rate for a certain amount of time in exchange for closing the account in the meanwhile. BUT they will only negotiate with you if you are late. That's the catch. They bumped my interest rate to 29.99% and I had a $3, 000 balance. There was NO way I was going to be able to pay that off. I called them right after I was late and they dropped my interest to 0% for one year and took off my late charges. They do have different programs at different times, but the trick is to get to where you are late, or they won't work with you.
I have a sears credit card, and i'm paying and paying and i don't see my account going down. They charge me late fees when i pay on time. They told me that they couldn't do anything. They charge a late fee of $36.00 that's crazy.
I have just ordered some summer clothes from the catalogue I have not been able to go out due to a nasty bug and I will need these clothes to go away in 2 weeks the person taking the order ( Name Maureen) questioned me in an unfortunate manner as to why I was ordering so many pants and could I not go out into the stores to try these things on as Sears was cutting back on returns. I told her that was not this the purpose of the catalogue to enable you to shop at home. Yet she still pursued her conversation re shopping at the store. I told her I was unable to go out. I have been a Sears customer since 1977 and have never been spoken to in this manner before. Regardless where I make my purchase at the store or catalogue Sears is still getting my money. Maybe a little word in Maureen's ear before she turns off another customer.
Ridiculously unsafe craftsman lawnmower
On 05-19-06, Ii purchased a Craftsman LT100 riding lawnmower. I used the mower twice w/o incident. On the evening of 06-19-06, my wife awakened me to tell me that there was a problem with the mower... As the mower had been sitting idle on my carport, I had trouble envisioning what sort of problem there could be. She then informed me that it was leaking...
Read full review of Sears and 59 commentsSears Reviews 0
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Sears address3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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Bought outfit at local sears without trying on. Took tag off pants upon puttin on, too small. Did not wear. I have the tag and receipt. it was purchased 12/12/2014. Will I have problems returning the outfit?
plain and simple, you cut off the tag. that makes the product used or damaged (depending on which tags cut) and they cant resell something used or damaged. they make these rules to prevent the bad people from wearing the items for a few months then trying to return it for a full refund at a time when the clothing is no longer sell-able, is out of season, and is worthless to the company. also most stores do have a limited time in which you can return an item. 3 months is extremely generous. some places only give you a week. imagine how many times someone could wear something in 3 months then try to return it. also its not sears' fault that it the zipper was faulty or that you tripped. you could try contacting the dress company for a refund or replacement but i highly doubt they'd give you something for a dress you've had for so long. in the end you'd have to ask your self, do you ever want to wear this dress again? if yes, then get it fixed and maybe replace the zipper. if no, then donate it to value village or a friend, let someone whos willing to fix the dress have it. Maybe in future if the tag is somewhere you can hide it in the clothing, dont cut it off. i know its annoying but if your afraid something like this might happen again its better to be safe than sorry.
As far as I know there is like a 30 day return on dresses and intimate wear and stuff like that right at sears and most department stores? How can you expect to wear something for 3 hours tear it and return it? who the heck does that? You shouldnt have expected to return it lol. maybe next time you will go to a garage sale or salvation army and spend $2. Sounds like what you did was planned out I mean come on who even keeps a receipt that long without intent for it? You cannot expect the store in which you purchased the dress to pay for something that you were at fault for that was completely out of there control that is rediculous, sorry.
You wore the dress and tore it. So how is that Sears' fault?
What the frick?
1.) Bought and kept a tight dress for nearly a whole year before wearing.
2.) Zipper slips because the dress is tight (not due to factory error).
3.) You slip and tear the dress.
4.) You try and return something you tore up.
And you're shocked they wouldn't process the return?
The entitlement issues people are suffering nowadays is damned ridiculous.
I don't understand the mindset of people like you who feel that they can buy a product, get the use out of it, then return it. I work for Sears and I've seen this over and over again. Men are guilty too, they will buy a tool to get their car fixed, then when they no longer need the tool, they return it. Sears then becomes like a RENTAL SERVICE, thus losing money. I know it's not easy these days, with the economy like it is. I understand all of that, but there are some who do it to the extreme. Don't you feel the tiniest bit quilty?
The comment that it fit like a glove, may be the problem. Most gloves are skin tight and perhaps this was the case. If it was skin tight, there is no a large margin for error, such as falling or catching stilettos in the hem. Sorry about your money spent, but unfortunately the retail store was right. No one was able to confirm the fit from the store, so no one is really sure if it was the correct fit that would allow room for proper movement, twist and turns e.g. dancing, etc. by the way I do not work for Sears, but do shop there, and have never had problems with the merchandise, just the billing process.
Staff at the three SEARS Stores in Oahu HI are courteous and I always tell folks how I've yet to see any store provide better customer service and benefits to their customers who shop with the Sears Credit Card. I cut up my card to spend less but I still remain a content customer. The blogs with complaints should mention which city the Sears Store is located when they blog so management and customers are made aware and service may improve once they have been targeted.
Sears is not at fault for you falling down and tearing your dress. Out of return period, damaged product why should they give you anything for a worthless item?
You wore the dress, you tore the dress, you removed the tags...how is Sears at fault here?
Stop whining and own up to your own carelessness!