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Sears review: replacement parts 479

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12:00 am EDT
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Bought a flashlight that is powered by the same battery as a drill. The flashlight cost appox. $13.00. with days the bulb blew out and i attempted to get a replacement at the local sears store and advised that it needed to be purchased from the parts store. Not to suprised i found that the bulb needed to be ordered, the bulbs for other similar flashlights at the sears store were $1.99. At the replcement store i was informed that the bulb was $4.99 and that it needed to be special ordered for an aditional $4.50. I guess if you then add tax you can imagine how ripped off i felt. I should be able to return this item for a replacement or at least have the store keep them in stock.

Jul 24, 2009 11:09 am EDT
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear JFK2,

I am sorry to hear about the trouble you are experiencing with the delivery of your washer and dryer. My name is David and I work for the Sears Cares Team. We would like to assist you in resolving this issue. If you can contact us at searscares@searshc.com so we can further discuss your concerns. Please include your screen name (JFK2) in your email so we can reference to your case.

Thank you,

David V.
Senior Case Manager
Dec 15, 2009 1:54 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Elmaa,
My name is Brian and I am part of the Sears Cares Escalations team. I am very sorry to hear about the issues with your online order. We would certainly like to help get this situation resolved for you and get the delivery of your orders completed. We have resources available to ensure your orders are not held up further. We would like to talk to you as soon as possible. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the online order was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Elmaa) used to post here for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dec 22, 2009 3:20 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Iak87,

We are sorry to hear about the service you received when you visited your local Sears store. Our goal at Sears is to provide our customers with the highest quality of service and we have failed to do this for you. My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. We would appreciate the opportunity to discuss this situation with you. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and we will call you at your convenience. In addition please include your screen name (Iak87) in your email so we can reference to your posting.

Thank you,

David V.
Senior Case Manager
Sears Cares
Jan 11, 2010 10:30 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To UnsatisfiedSearsCustomer,
First allow me to apologize for the delay in responding to this post. My name is Brian and I am part of the Sears Cares escalations team. I am sorry to hear about these issues you’ve had with the local Automotive service center. I don’t know why you keep having this issue. You should not have to wait for one technician to be capable of handling your issue. We understand your concern and we do want to make sure it gets resolved so you don’t have to continue to be frustrated by it. As for the technicians making jokes about damaging your vehicle, that is absolutely not acceptable and we need to get it addressed so that it does not happen again. You are a valued customer and we want to keep it that way. At your convenience, please contact my office via email at searscares@searshc.com so we can address the issue once we have more information from you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (UnsatisfiedSearsCustomer) used to post here for reference to this issue, and we do look forward to talking to you soon.

Thank you,

Brian J.
Senior Case Manager
Sears Cares
Apr 20, 2010 8:04 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Geargirl
First allow me to apologize for the delay in responding to this post. I am very sorry you encountered this issue with our service team and the interactions with our customer support team(s) that have been so substandard. Hanging up on our customers is not acceptable by any Sears standard. I am very concerned about what I have read here and we need to step in on this situation and get this resolved for you. My name is Brian and I’m part of the Sears Cares Escalations team and we can help. At your convenience, please contact my office via email at searscares@searshc.com so you don’t continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Geargirl), for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Aug 25, 2010 10:06 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear elmlakerd,

I came across your post here and wanted to reach out to you. I was sorry to hear about the delivery/haul away problem you encountered with your freezer. I'm sure this situation was frustrating and stressful, to say the least. I'm Scott with Sears Cares Escalations; my department would like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the freezer was purchased under and we will call you at your convenience. In addition, include your screen name (elmlakerd) in the email so we can reference to your case.

Thank you,

Scott J.
Senior Case Manager
Sears Cares
Dec 08, 2010 10:42 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Clayton II,

My name is Scott and I'm with the Sears Social Media Support Team. I'm so sorry for all the trouble you've encountered when trying to redeem your rebate card. I know this is incredibly difficult & frustrating to say the least, especially when rebates are often one of the buying motivators. We'd like to help look into this for you. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Clayton II) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Jan 27, 2011 8:10 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To tkdk,

My name is Dianne and I'm with the Sears Social Media Support Team. I found your post here and I wanted to reach out to you to offer help. I'm so sorry for the no call/no show you experienced with your repair appointment. This is definitely not normal or acceptable. When we service your items, it's always our goal to exceed your expectations; clearly we have let you down. We'd like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (tkdk) for reference to your issue and we do look forward to talking to you soon.

Thank you,
Dianne D.
Social Media Support Team
Jun 25, 2011 1:27 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Ms. Mendoza:
My name is Susan and I’m part of the Social Media Escalations team. I saw this comment and I want to reach out to you to see if we can be of assistance. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Denise Mendoza) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
Jul 06, 2011 6:24 pm EDT
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To A. Goodhue,

I'm so sorry that you've had issues with your washer and even more for the poor service that you've received from Sears repair. We do value you as a Sears customer and we would greatly appreciate the opportunity to make this right and resolve your issue. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (A. Goodhue) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Aug 26, 2011 1:51 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Rosell Cantrell:

I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. We understand that you have contracted with another local company to service your air conditioner but we would still like to speak with you about the unfortunate situation with your air conditioner. My name is Susan and I am with Sears Social Media Escalations team. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. We would like to help.

At your convenience, please contact our office at smsupport@searshc.com so you don’t have to continue to be impacted by this with any Sears purchased item in your home. Please send us an email. In the email, please provide a contact phone number and the phone number the air conditioner was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Rosell Cantrell) to reference your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
Sep 29, 2011 7:56 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Alide,

I'm very sorry that you've had this frustrating experience with Sears Delivery. I understand your disappointment and I'm sorry for how this has inconvenienced you especially when considering your medical needs. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would appreciate the opportunity to discuss these issues with you further and restore your faith in Sears. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Alide) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Mar 27, 2012 10:10 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Hi Sibite,

I'm Scott and I represent the Sears Cares Social Media Support Team. We're truly sorry for the aggravation and disappointment surrounding your recent home siding installation. No matter the platform or service performed, Sears' devotion to our customers and passion for exceptional customer service experiences should not be compromised. We'd like to connect you with one of our dedicated case managers and follow up with you regarding this experience. At your convenience, please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number. Also, in your email, please provide your screen name (Sibite) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Social Media Moderator
Sears Social Media Support
Mar 29, 2012 11:41 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Good Afternoon Lime,

We're indeed sorry you're so disappointed with the Sears Home Improvement Services. We know we've let you down and we would like to offer our assistance. The workmanship on the siding of your home was not done to your satisfaction and we are truly sorry that our business partners haven’t made the proper contact to you about this matter. I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (lime) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support
Apr 04, 2012 1:37 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To rick5270,

I sincerely apologize for the bad experience you’ve had surrounding the repair of your washer and for the frustration caused by our phone system. It is true that our repairs are covered by a 90 day service guarantee and it is unfortunate that your washer failed outside of this guarantee or any other type of coverage. Regardless, we do value you as a customer and would appreciate the opportunity to discuss these issues with you further and to restore your faith in Sears. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (rick5270) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Apr 09, 2012 12:05 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Hello Kisamke,

We are sorry to hear about the problems that you are experiencing with Sears service. We can only imagine the frustration this has caused you and your family. It is our goal to get your appliances to run properly when servicing and to exceed your expectations. This clearly has not been done for you and we would appreciate the opportunity to assist you. My name is Robert and I work for the Social Media Support Team. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the Kenmore water softener was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Kisamke) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support
Apr 17, 2012 12:52 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Danhue,

Please accept our apologies for the failure of your television, and the way that your repair was handled. I can certainly understand the disappointment in having purchased a television, and having it fail in the first year. With that being said the warranty that covers the unit for the first year is the manufacturer's warranty. There are certain requirements that must be met prior to replacing the television under the warranty. My name is Brian and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the television was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Danhue) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 19, 2012 1:11 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Vouldane,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned. We are truly sorry to hear of your disappointment in the quality of the glasses you purchased from us a little over a year ago. I can certainly understand how difficult everyday activities are without the proper eye wear. We would like the chance to speak with you more about your optical purchase, and see what we can do to assist in making this situation right by you.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the eye glasses were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Vouldane you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 19, 2012 3:01 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Jobbale,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. Please accept our apologies for the manner in which your dishwasher repair has been handled this far. We know that mistakes do happen, but to still be waiting on a part after a year, is just unacceptable. If you would allow it, we would like to look into both the repair of your dishwasher, and the washer to ensure that both resolved quickly. We understand that your time is valuable, and would like to let you know that we do very much appreciate your business.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jobbale) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 25, 2012 2:52 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Piloper,

My name is Stephanie L. and I am part of the Sears Social Media Escalations team. We have just read your post and would like to speak to you further about your repair experience. Please accept our apologies for the unprofessional way our repair associate interacted with you and your wife. We entrust our associates to build relationships with our customers and it does not look like this has happened. We value and appreciate your continued patronage, and would like the opportunity to turn this into a positive one.
At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the chainsaw was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name Piloper you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
May 01, 2012 2:01 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Angrybird18:

Please accept our apologies for the problems you are having with your washer which is still under warranty. We certainly understand your frustration with being without your washer for 20 days and would like to look into this situation further and offer our assistance to help resolve this issue. We want to make sure that everything that can be done to help is being done. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle a situation start to finish with one dedicated case manager and will own your issue until it is resolved.

At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Angrybird1 you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Sears Social Media Support
Jul 24, 2012 10:54 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Gwendolyn, please accept our sincerest apologies for the level of customer service that you recently received at your local Sears store. I can certainly understand your level of disappointment with this type of service, especially with the particular occasion that brought you in. I can remember when my wife and I were preparing for our wedding and I assure you, poor customer service was not something that we expected, nor accepted.
As a valued customer, we would truly appreciate the opportunity to speak with you further about this experience, so that we can gather more information and take the necessary action to ensure that your next visit is one that you can look back on and be able to say that you enjoyed it.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Gwendolyn Moore) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Tony T.
Social Media Moderator
Sears Social Media Support
Jan 23, 2013 4:31 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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bonstott,
My name is Liz and I am with the Social Media Support Team. I saw your comment and wanted to reach out to you on this issue. I am sorry to hear that we have let you down and would like to offer some assistance. I can see how frustrating it is to purchase tires with your credit card and never received the statements. We would the opportunity to have one of our dedicated case managers contact your with possible options to resolve this matter in a timely manner. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the tires were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (bonstott) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Apr 17, 2013 10:49 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear LeslieIvey,
I'm sorry for any inconvenience and frustration you have encountered with the repair service of your double oven. My name is Edwin and I’m with the Sears Cares Social Media Support team and we would like to help. We noticed that you have also posted the same comment on Pissed Consumer under Anonymous400191 and we reached out providing our assistance. If further help is needed, please send the following information – contact #, screen name (LeslieIvey), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
May 03, 2013 12:17 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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John Cart,
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support Team. I am very sorry to hear that we have let you down with the repair of lawn mower. In addition, I understand how frustrating it can be to wait so long to have your lawn mower repaired. I would like to have one of our dedicated case managers speak with you to further discuss your recent experience and monitor the repair process. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the lawn mower is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (John Cart) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,
Liz R
Social Media Moderator
Sears Social Media Support
Jul 25, 2013 9:20 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Roswell Mom,

My name is Dee M. with Sears Cares and we want to offer our assistance regarding the problems you are wrote about regarding the use of your Sears gift cards and the cancelation of the wall oven/microwave combo you attempted to purchase with us. We know how important it is to place your order and have a quick resolution that is satisfactory for you. Please send the following information – contact #, screen name (Roswell Mom), phone # used at time of purchase to smadvisor@searshc.com . We value your Sears loyalty and look forward to speaking with you in the very near future.

Thank you,

Dee M.
Social Media Moderator
Sears Social Media Support
Nov 06, 2013 10:21 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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C.Santos,
My name is David with the Sears Social Media Support team. I came across this post and wanted to reach out to you. We’re sorry for the frustration regarding your protection agreement. If you would like, we would be happy to have a case manager discuss this with you and assist you in addressing your concerns. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the washer and dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (C.Santos) you used to post on this site, for reference to your issue. We look forward to talking to you soon.

David W.
Social Media Moderator
Sears Social Media Support
Nov 21, 2013 11:56 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Michael Swider,
We apologize for the trouble you’ve been experiencing with your mattress. My name is David with our Sears Social Media Support team. If you need assistance with you mattress warranty concern, we would be happy to have a case manager contact you directly to discuss this with you. We see the receipt you posted on this site and will forward that information over for contact. If this is not the best way to reach you, please send your preferred contact information to smadvisor@searshc.com. Also please provide this screen name (Michael Swider) for reference to this issue. We hope to talk to you soon.
David W.
Social Media Moderator
Sears Social Media Support
Dec 24, 2013 3:47 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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kitchen diva,
We apologize that your repair experience has not meet your expectations. My name is David with our Sears Social Media Support Team. If you are in need of assistance, we would be happy to contact you directly to discuss this situation and assist in addressing any other concerns you may have. At your convenience, please contact my office via email at smadvisor@searshc.com. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (kitchen diva) you used to post on this site, for reference to your issue.

David W.
Social Media Moderator
Sears Social Media Support
Jan 27, 2014 3:32 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Norwood Grubb,

We would like to offer our apologies for the troubles you are having with your electric range. My name is Mina with the Sears Social Media Support team. We can understand the importance with your concerns with the glass door exploding. We would like to offer our assistance to have one of our personal case managers further discuss your matter in more detail. At your earliest convenience, please send the following information – contact #, the name and phone # used at time of purchase, as well as your screen name to reference this post (Norwood Grubb), to smadvisor@searshc.com and will contact you directly. We look forward to speaking with you soon!

Thank you,

Mina H.
Social Media Moderator
Sears Social Media Support
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The complaint has been investigated and resolved to the customer's satisfaction.

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479 comments
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Pat Alligood
San Jose, US
Jul 14, 2012 7:50 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Shop your way rewards plan does not provide for people who change their computer address.
Old information: member # [protected] - 1483 points as of 07/09/12 : $1.48 value old address was 765 san sebastian place, mh. I have no password, no secret security questions. Former computer address: pat_alligood@msn.com and gramma@verizon.net
No one will help. This is the 3rd form I have filled out. I keep getting the message that the confirmation code information is old.
Your form says there are no incorrect spelt words. Interesting. This should read spelled not spelt.

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Ellen Turner
New Port Richey, US
Jun 29, 2009 4:50 pm EDT

I was scheduled for an interview on Thursday, June 24, 2017. At 11:45 am, at the Clearwater Sears Employment office: 27001 US 19 N, Suite 8520, Clearwater, FL. So I get there on time, and the woman who is there, has no idea why I am here for an interview. She was not informed. I applied over the internet and got an appt. scheduled. What is wrong with your company? I drove 20 miles to be told...that she had no idea that I was scheduled for an interview. She also said there were no job openings anyway. Sorry, I did not get her name. She said I was in the Global pool...whatever that means. I would appreciate a response.

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richerich6
Fort Mill, US
May 19, 2009 3:43 pm EDT

I retuned a Sony DVD player to Sears in Pineville, NC May 19, 2017 at around 10:00 a.m. The DVD player had skipped many times and had some audio issues as well.

The very unfriendly associate at the Electronics department plugged the DVD player into a TV. For whatever reason it did not malfunction as he tested it for only a couple of minutes.

He told me there was nothing wrong with it and made me feel like a liar. I told him again that it had happened on several occasions and I did not understand why it was not doing it for him.

He gave me no choice but to pay a 15% restocking fee in order to get a refund. That came out to $6.00.

I have never purchased anything from Sears before. I got this DVD player from Sears because I found it to be a good price on an online search. I usually purchase electronics from Best Buy who have always treated me with respect. If I ever had an issue with a product purchased at Best Buy they have refunded my money, no questions asked.

I feel that Sears has stolen my $6.00. I hope they will enjoy this money as I will never shop at Sears or Sears owned K-Mart ever again. I will also tell family and friends to do the same. Beware of this company.

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Valerie
, US
Aug 04, 2008 11:58 am EDT

I purchased a new front load washing machine with the extended warranty from Sears in 2017. The knob broke off of the machine in July of 2017, while it was still covered by the warranty. I called to make a service appointment and was told that they could only give me a service time window of 8 am to 5 pm. The technician arrived at 3 pm the day of service and was unable to fix the machine. He ordered a part, which was delivered to my house the day before the follow-up service call. The part we received was obviously the incorrect part, so I called Sears to alert them and possible save myself the day (they would only give me an 8 am to 5 pm window again.) During my first phone call, I was told that the parts department would call me. They never did. The day of the appointment, I called again and was told the technician would call me. He never did. On the third phone call, I was allegedly transfered to the Escalation department, where they put me on hold and allegedly called the technician. They claim to have talked to the technician and he promised he would fix it today, no matter what. He got here at 2 pm and could not fix the washing machine because he had the wrong part. He claimed that no on ever contacted him to tell him I was concerned about having the wrong part. Now they are telling me that they can only give me another 8 am to 5 pm service window, but maybe they could do it on a Saturday so I can stop using vacation time to get this resolved. BUT, they would not make the appointment today because the technician had not resolved my case. I paid good money for an extended warranty and Sears has not honored it. Not only that, but by only providing an EIGHT HOUR service window, they have caused me to take two days of vacation time. I make $43 an hour at my job and have already had to take 16 hours off, losing $688, almost the cost of the washing machine. Now Sears wants me to take another day off, which would be an additional $344, the cost of the warranty. This is horrible customer service and I wonder at its legality. Just because Sears is a big business, that does not mean they should get to treat paying customers this way!

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T. Powers
Louisville, US
Jun 10, 2010 11:05 pm EDT

This letter is addressed to the President of Sears, Mr. Bruce Johnson.

I am concerned about the content of your catalog, picturing full nudity and foul language near the Father's Day promotional adds. Sexual abuse and exploitation is not something I ever would have thought Sears have been involved in.

I am in need of a new washer and dryer. I already bought a refrigerator at Sears about 4 years ago. I need a new stove and microwave too, in the not too distant future. I would really like to support our local Sears for these and the many other things we shop for at Christmas, etc.

Please tell me that you will re-think your marketing policy. Do you have children, Mr. Johnson? Would you want your daughter's picture to be posted all over the world naked? How about your wife, your mother, your Grandmother? This woman is somebody's daughter, sir, and whether she knows it now or not, she may very much regret her choices someday. I know a few women like that.
Sincerely,
Tracey Powers

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Unhappy Kansan
Solomon, US
Feb 12, 2009 10:05 am EST

Buyer Beware:
I we purchased a granite countertop from Sears and to make a very long story short here is what occured.
1. Salesman came to our house told us the following lies:
Granite was 1 1/2 inch thick (was 1 1/4 inch), never subcontracted work (always subcontracted work), install and demo would occur the same day.

2. Person measuring our countertop told us the following lies:
Granite was 1 inch thick, countertop could not be layed due to garages, and tear out could occur the same day granite was removed

What happened- Person did not come and remove our granite so the granite people had to remove it then they laid the granite. The granite layers were great but found out they also work for Lowes. (I could have saved over $2017 if I would have went with Lowes)

Our granite turned looking very good because of the granite layers inspite of Sears misrepresentations. I called Sears to tell them about this and they said, I quote, What do you want me to do about this.

I will never use Sears again...to much stress. Go with Lowes

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bgadison
, US
Dec 10, 2015 9:44 pm EST

I feel that it should not have came to that point that I was lied to over and over because they was not doing their job to make sure that they were at the right store where my appliance were really their.

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bgadison
, US
Dec 10, 2015 9:41 pm EST

I waited patiently for them to deliver my appliance even tho they try to give me a run around and think that I was going to keep going around cicles with them. I did not get mad.

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James R valk
, US
Aug 02, 2015 11:38 am EDT

I went out to my garage on Saturday morning, August 1, 2017, around 9:00 am to find that my Kenmore water heater was leaking badly. Water everywhere and damage to the pedestal it was installed on. First, I turned off the gas line, then the water to the entire house since I couldn't get to the water heater lines. I then called Sears - repair service. It was almost 9:30 am when I reached a person. I told him the reason fro my call and what was going on with the Kenmore water heater. He began asking questions - a reasonable thing to do. After the mundane like zip code, name, address, etc. the questions got more complex. He began asking about county codes and building permits and water heater details. In some instances I had no idea what he was asking, but it didn't deter him one bit. After about 20 minutes he finally decided to give me a quote for a new water heater. The questions kept coming asking what I wanted. I said I just wanted a service plumber to come out, tell me what I needed and then fix it ! That was way beyond this person's pay grade. Finally I just said that I wanted it fixed... today. He said he couldn't promise that, but only put in a request and that it might be 2-3 days before a service tech could get to me. Then he gave me a quote... $1, 600 + dollars. I kept asking about a detail of the quote, like how much was the heater, how much for the install, and how much for the warranty, etc. Never got a satisfactory answer. Well, living for 2-3 days without water - since I didn't know how to bypass the heater - was not tenable. So, I decided to call a local plumber. The water heater was replaced locally by 2:00 pm that afternoon. BUT, HERE IS THE REAL COMPLAINT: That Kenmore water heater that leaked all over my garage was built in 2017 ! Right. About 4 years old. It had been drained annually since install and no undue pressure was put on it. Only a 2-person household. 4 years ! No warranty, no nothing from Sears. Just problems. I'm through with Sears after more than 40 years of being a loyal customer. Someone needs to hear about this. But, I'm sure it will fall on deaf ears.

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Juliet Acevedo
,
Dec 05, 2006 12:00 am EST

I took a day off of work to get a delivery of a refrigerator on the evening of Thursday November 30th. I was sent a deficient product. I noticed on Saturday that my food had all spoiled and dripped that previous evening all over my carpet and kitchen floor. I lost about 2 hundred dollars worth of groceries. The refrigerator they sent me was broken and never blew cold air. I called customer service and was transfered many times. From appliances to delivery to maintenance all saying that they weren't the ones that were to help me. They continued pointing fingers at each other and no one taking responsibility. I even had people telling me that maybe I didn't know how to put the temperature on the fridge and in one case I was questioned accusingly as to why I waited so long. I got disconnected or hung up on twice. I was so furious I drove down to the sears and demanded to speak to someone in person about what was going to be done. I had one manager (leroy I belive) tell me he was going home in five minutes and could not help me. I waited 10 minutes for someone else to help and the options given to me was to wait 3 weeks for another fridge to come in or to get a repair man to come out and fix it my brand new fridge. I called maintenance and they told me I had to wait a week for the next available person. I was furious. I was sent a bad product and now I had to wait a week for someone to fix a brand new product that I had paid for. I asked to speak to a supervisor in which the woman Katrina whom I was speaking to transferred me to MORGAN. He was very antagonistic from the beginning, refused to give me his full name and told me they're was absolutely nothing he could do for me. That I was screwed with my food lost, they would not reimburse me, that I was screwed cleaning up the mess, and that I had to wait a week before my fridge would be fixed. When I hung up I asked managers at the store to give me a number to call to complain about the lack of service I was being given in which he replied "Its a country wide cooperation, they're is no one for you to complain too." When I said I was going to get a lawyer was when I was offered a tiny loner fridge that probably fits about a gallon of milk and cold cutts until the repair man would come out.

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Kevin Richards
utt, US
Jul 20, 2015 2:04 pm EDT

I like how this four year old does not realize that sometimes things happen beyond their control. I like how he mixes up life and unexpected events as bad customer service.

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BrooBroo
Lexington, US
Jan 29, 2015 2:02 pm EST

Unhappy would be an understatement.

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BrooBroo
Lexington, US
Jan 29, 2015 2:02 pm EST

If you're currently having problems with Sears, or if you're been screwed over by them in the past, please come like the FB page "Screwed by Sears", like it, and leave your story. Perhaps if they're exposed for their atrocious customer service ways on a more recognized social media platform, then the people running the company will be brought out from their cushy offices and have to face their customers. Please visit the page "Screwed by Sears" and leave your story. Also, if you really want to know why the company is in Shambles, read up on the the CEO Edward Lampert. After learning more about this guy you'll realized why the company is going down like the Titanic.

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MkStItCh
West Seneca, US
Oct 22, 2014 10:10 am EDT

I am not sure BUT I think Sears uses private contractors for deliveries... I also think that the paperwork you signed would say that they are not responsible for damage caused during deliveries... BUT I could be wrong?
Good luck

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Bella3
Round Hill, US
Jul 16, 2014 11:59 am EDT

This service line is horrible. Poor English, sloppy. Really have no idea what they are doing. When asked to be transferred to a supervisor, 2x i was cut off, line dead, start again. A simple call to schedule annual maintenance for 6 sears appliances too 25 minutes. I will NOT be buying the Extension Plan!

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Fred314
, US
Jul 15, 2014 2:29 pm EDT

Get the new washer, sell it.

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Gin Collum
, US
Jan 25, 2014 2:51 am EST

First of Sears doesnt manufactor ovens they se them and install them...Like all appliances you only have maybe s year manufactor warranty that why they sell u the Protection plan when but electronics or appliances so when the warranty runs out your still covered by sears. But you folks don't buy it then 4 years later want to cuss sears over a 5 yearold appliance.

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MkStItCh
West Seneca, US
Nov 20, 2013 12:42 pm EST

The date on the invoice is 06/01/12... Do you have a warranty on the mattress? If you do then it is with "SIMMONS" not sears. You need to contact them. If you worked at sears in the past then you should know that.

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Michael Swider
Gilbertsville, US
Nov 20, 2013 11:19 am EST

My info is on the receipt-

Please remove my address info- Credit card # for privacy reasons.

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Logicisyourfriend
Moose balls, US
Nov 05, 2013 9:46 pm EST

No fraud. Nothing misleading. Once a year means once a year. Basically, you want to sqeeze in an extra maintenance check before it expires with no intent to renew. Cheeky monkey!

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Sibite
, US
Mar 27, 2012 3:10 am EDT

Sears Home Improvement installed siding on my home. The work occurred during a time when i had emergency surgery and was unable to inspect the project completely. Prior to contracting for the project, when I met with the salesman he specifically agreed to see that front columns maintain the shape and form of the wood. After the job, there were spaces and areas over the entire area that need caulking. The appearance of the columns was nothing like we had been promised. The job also stated that all wood would be covered however in the back some wood was not covered.

The next day the sales man looked at the work and agreed that it did not meet expectations. That was the last I heard from him. The area manager, Robert Gironimi, would not respond to e mails to schedule a conference and instead sent the repairman who had been the installer. I had to have someone else here that day and they did send the installer away because the person who had authority (Robert Gironmi) to make decisions did not come. Mr. Gironimi has since failed to set a time to look at the issues. I am extremely disappointed that Sears, a company with a long history, has reduced themselves to poor workmanship and even poorer customer service.

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Searshater86
, US
Jul 23, 2010 5:31 pm EDT

Worst place ever to interview at. They waste your time. I went the first day and some [censored] interviews me and he had nothing to do with hiring me. so i drove 45 miles out of my way for a interview with someone that doesn't even have a say into hiring me or not! I go the second day. I wait 25 mins for the guy that was suppose to interview me the first day to get done doing nothing! I will never ever apply for sears ever again. they did this to my brother and sister too! They think if they waste your time and you keep coming back your hired. I hope you go bankrupt sears

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sjx
, Vatican City
Sep 23, 2009 1:59 am EDT

Sears was my first job. I quit at one point because I was being harrassed by a former friend and coworker because I would not go on a date with him. He was spreading awful lies about me to everyone in the store. About a year later I returned (I had moved to a salon after Sears, and for some reason salons start to push the receptionist out after a few months) when I needed a job. I leanred from the manager that hired me that he had been told by the store manager that I should not have been hired, because I had accused someone of sexual harrassment and this was disruptive. Yes, the fact that I asked my past manager if anything could be done to stop the gossip and general nastiness toward me from employees was more disruptive than the actual rumors themselves. Right.

Anyway, that store manager was soon fired for not doing his job of running the store. You see, this is because Sears claims to "promote from within the company" but in reality snatches up the most ignorant, lazy person they can find to run things when a position opens up. It is also quite common for friends of the current managers to be hired, promised promotions before they are even available, and then expected to do absolutely nothing.

I was given a small raise of 70 cents. Not a huge raise, but every cent counts, right? At this time I worked full-time and was making $8.70. Then my manager (great manager, turns out he was also stealing from the company the whole time, though) pushed for me to get a seasonal promotion. I was then making $10, but my hours were cut in half. When asked about it, HR claimed I was never full-time. Funny, because I had received my benefits package when I was given a full-time job, and it clearly said I was full-time. So with the promotion I made less money. Christmas came and went, and I went back to my regular job... minus the 70 cent raise. Essentially, I went back to making even less than I started with.

I am constantly questioned about what I am doing, even though the store manager has no idea what he is talking about. When I explain things, such as "Oh you want me to do out of stocks? Can I do that on a truck day (when the stock comes in)?" He tries to cover by saying "Oh, I was just testing you." Right. I've been here since 2017. Time to stop "testing" me.

There are also plenty of skeevy LP associates, like the ones who have sex in their office, and the one who would zoom in on girls on the cameras and touch himself.

The only good thing about Sears is that it has encouraged me to stay in college so I'm not stuck here forever.

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Steven
, US
Aug 01, 2009 7:41 pm EDT

I bought sears appliances because of their long standing service reputation.WEll now, with a Stack washer/dryer bought at Sears, this machine broke and flooded my house several times and when I called for service, they told me I had to wait 2 weeks for a repair person. This happened after the same part broke twice and my floors were covered by water.No consideration for the emergency or the fact that they had been here 6 months before to "fix" this problem. I will never buy Sears again, the treatment was terrible.

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Diana Cazares
Laredo, US
Jul 26, 2009 3:15 pm EDT

Having a maintence agreement, I feel that I should have good service but I do not. I call the repair department to set an appoint because my windo unit had some ice. Being that I have high bloodpressure and my little boy have life threating asthma I needed service that same day. And I was given and told that the technican was coming to see the unit on Friday July 24, 2017 between 8am and 5pm. That was fine, but then I was told that some one have to be there at home because the technician was going to call with the time of arrival, and we were home but there was no call. 6 p.m. came then I called again to the repair center to confirm my appointment at this time the operator tells me that the tech, was not able to come and that he call my house number to advise but there was no call. Now, sears wanted me to rent a unit and I was going to be reinburst, but I don't have money for that expense, I told the gentle who was trying to help me. Then he tell me that the next available appointment is until August 8, what with this weather and my little boy sick if he gets sick who will pay the medicial bill. Not fair at all instead of helping me now I have more stress. I think sears should stand up for my rights.

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Aquafar
San Diego, US
Aug 10, 2009 2:16 am EDT

I purchased a microwave advertised with a $20 rebates - filed online, mailed receipts, etc CERTIFIED. Told later that Sears is delivered mail as bulk but refuses to sign for certified mail.
After six months of emails and promised, I received a curt letter that there was never any rebate on this item. Anyone who has ever filed online rebate with Sears knows that they only put up forms for things that have rebates!

Also bought washer & dryer, which, again, after months of emailing I only received another letter that items didn't "qualify" for rebate. After multiple conversations and promises that because I waited Thanks giving 'til March for delivery, I would get rebate, suddenly nobody can do anything. I was in touch with these people biweekly all that time!
I have $200 worth of Sears gift certificates still languishing in my wallet which I'd planned to use towards a $700 dishwasher, but no chance. My grandkids are getting schoolclothes - which don't require rebates.
Can't believe Sears is still in business, actually. Overpriced and liars -

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razzle51
lawton, US
Jan 07, 2009 7:41 am EST

I had a stove catch on fire, on fire now and I called sears to report and send somebody out as Fireman suggested . Sears said they could not get out for 3 weeks (((((((((((( WEEKS)))))))))))))) that is totally unacceptable.

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Bridget
,
Nov 24, 2008 8:38 am EST

After finding a blu-ray disc player (model #DMP-BD35) online at Sears.com for $149.99, I took the internet printout to the store. The manager there, Claudia, refused to honor Sears' policy to match their online prices and expected me to pay the higher price of $249.99. I contacted the customer service department on Sears.com and was given a copy of the match policy, but the service department would not help me with the actual price matching problem with my local store.

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Tenin
,
Oct 08, 2008 10:25 pm EDT

I'm absolutely annoyed and unimpressed by Sears! I will never shop there again-not if I don't HAVE to! Unprofessional, uncommitted, and lame customer "service".

I scheduled appointments to receive service from Sears for my broken washer. Not only did I have to schedule it far out but their available times were almost impossible for the average worker. We finally locked in a date only for Sears never to call or even show up for my appointed time. I would never have known they canceled if I hadn't called them to find out and give them my cell phone number. By this time they had already charged me for the service. We rescheduled for yet another inconvenient day and I made sure they had my cell phone number. I never heard from them so I called again, only to be told they were overbooked and had to reschedule. Twice in a row, while holding my money? Not inexpensive, by the way!

I demanded my money back and they kept transferring and transferring me... this was frustrating as I had to keep repeating why I wanted my money back. I didn't get an apology or an attempt to rectify the situation! At the end the "auto pilot" guy I spoke with on the phone ended with "thanks for choosing Sears"... did he even hear what I said?
Unfortuantely, I had to call them again since they carried the part to the washer I decided to fix myself, and the phone transfer with clueless (but gentle)"nothing I can help with" agents started again.

I will NOT recommend sears!

Valerie
Valerie
, US
Dec 01, 2008 2:03 pm EST

The only high definition TV I have burnt out June 30th. I figured I would take it to Sears granted the store was really close to my house (nearly within walking distance). I have always taken my equipment to Sears and never had a problem with the repair center until now. I put the TV in the original box, and had to put the stand and remote in a separate box (happened to have a 10x8 shipping label with my address on it) to ensure the metal rods don't scratch up the TV after it is shipped. I took my Akai 37 inch TV into the repair center to get repaired July 3rd, 2017 (at 1PM). I informed the employee to put a little bit of popcorn into the box since I did not have all 4 pieces of styrofoam that came with the TV (wanted to ensure it was safe when sent to repair center in Torrance). We were told that in 1 week the TV would be ready to be picked up.

A week goes by, no one calls my phone number I left for sears. I figured I would drop in and check on the status as trying to call that department makes you hold on for 1min 34 seconds before hanging up on you, with no voice mail. I arrive on July 10th at 3:10PM approximately one week after dropping off the TV. I walk in to the repair center as an employee walks out to help a customer and get a glimpse of my TV sitting 5 feet from the double doors. I wait patiently until it is my turn to be serviced for the repair pick up. An employee brings the TV out and informs me it could not be repaired as it was over 27 inches + it was an Akai.

I figured no big deal I can take it somewhere else, until I found out something very interesting. I ask the employee where the second box is, he then replies and informs me there isn't a second box with the TV. I inform the employee the box was brought in by me & without that box the TV itself was useless. Sal Martinez began to discuss an option such as a refund for the diagnostic fee, in which I informed him the box was shipped to the repair center and not diagnosed (refund & cost were no longer part of the conversation after that it was established the box's packaging tape wasn't broken). One of the employees in the back says "I saw that box a few hours ago." I was informed by Sal Martinez the box would be found within 24 hours, and given a torn piece of a paper that said Sal Martinez and given a number which did not have a voice mail nor was ever picked up. I went home, opened the box to come to a horrifying conclusion, when they shipped the box they had not added any popcorn to the box almost ensuring damage during shipment (you never know how the postal service will handle your box). There is a 35% chance the TV cannot be repaired even with the stand and the remote if it has been dropped without the popcorn the employee told me he would add (I will update this complaint with his name when I go in tomorrow).

The next day I return after calling that number 3 times having it hang up on me at exactly 1 min 34 seconds, and was told by Sal Martinez to come back in 24 hours. 24 hours later I return, still no response, only this time Sal Martinez isn't there and a African American manager within the repair center(who I believe is doing his job better then anyone I spoke with in the store) who told me he would email Sal Martinez & I would receive either a email or a call within 24 hours (I left him my cell phone number). 72 hours passes... I call Sears and ask to speak with a manager at the Ventura store. No one picks up, so I call again and ask to speak with any manager currently available. It rings... and similar to the number Sal Martinez gave me, it hangs up after 6-8 rings. I call again the next day and ask to be forwarded to the complaint department. Instead of the complaint department I am sent to the very same place I had just called [protected] + press 0). So I figured I'd just go back in the store since I found out pressing 0 doesn't take you to a operator in the store. 24 hours later I go in to the store to speak with a manager. When I show up at sears I have a manager paged to the front where customer service is, so I could speak with him regarding my problem.

A manager named Jeff Woodlow (not sure if last name is spelled correctly, but he is a assistant store manager) greets himself and I bring him up to speed. Jeff informs me after I explain what happened that Sal Martinez was not at the repair center the day of the loss & there was not a second box when the TV was brought in. I inform Jeff that I bought it in personally & personally spoke with Sal Martinez as well as had his name written down BY HIM with a phone number which turned out to be useless. Jeff again assures me (I don't know how he believes he was assuring me) there was not a second box with that TV. I inform him again I had brought the box in with my tv and the shipping label was only on the box they happened to lose. Jeff gives me his business card and informs me to send him an email with the contents of the box. I go home and immediately within 45 minutes of receiving the business card send him an e-mail with the contents of the box as well as the shipping address information that was attached to the side of the box (in a plastic case so I knew one of the employees had to rip it off in order for them to ship it or cover it with their shipping label). Another 72 hours passes by (Date:July 21st 2017) so I call sears again, ask to speak to Jeff Woodlow, I was informed he was not there. I send him another email to ensure it went through (sometimes checking sent mail just isn't enough).

72 hours passes by, its now July 24th, nearly 2 weeks after I had picked up the TV.. I was beginning to get mad granted the Olympics would be on TV soon and I did not want to miss it. During this 2 week period my xbox 360 and wii were unable to be used & my morale was beginning to drop at work. I no longer had the entertainment I spent so much money to be able to enjoy. I figured it was time to escalate the problem to a complaint department even though the first time I tried it was smacked down by a incompetent employee.

It is now July 26th, I finally get to a "Executive Complaint Department" who supposedly reports directly to corporate. I greet the representative, Marina and bring her up to speed with what has happened so far. She informs me she will call the store and see what the deal is. I inform her she was better off saving her breath since there IS NOT a voice mail for any of the managers in the store. She attempts to call the managers and within 5 minutes quickly realizes I was right. Marina informs me she has sent a notification to the store and to corporate which supposedly charges the store $175 (I dont know about you, but emails last time I checked were free so I figured this notice was just to make me feel better which it did for all of about... 5 minutes).

24 hours passes, no call, another 24, and another 24. At this point I'm beginning to feel a dark cloud pass over me and feel I'm beginning to fight for my sanity, and go to the store and inform jeff if I am not contacted within 72 hours I would call the police (I know its a civil manner but I wanted to see just how far Sears was willing to take it). Jeff tells me he did not receive an email, which infuriates and makes me tell Jeff I was tired of this [Exploitive deleted] and shouldn't have to go through this. I told Jeff all his employees needed to do was look at the manufacturer & the model number to quickly inform me the TV could not be repaired. I told Jeff to grab a piece of paper and write down the contents of the box. I inform him the 2 short black rods screw into a longer black rod which creates a U shape, which screws into the plastic base which then the TV is placed onto that U shape and locks in. Jeff writes down the information and I tell him not to forget about the remote (July 29th).

That was the last time I contacted Sears, it is now August 11th, 2017. I have come to the conclusion Sears is no longer interested in reimbursing me for the stand and remote which I just found out is going to cost $300. $76 for the remote, $224 for the stand since it is a spare part almost no one ever needs so they needed to refurbish a stand just for my TV. I post here as I feel I should not have to speak with a lawyer, and the channels you would normally stay away from I feel I need to utilize in order to possibly resolve this issue. I have been through way to much these past 5 weeks with Sears hanging over my head just out of reach & my work morale falling as each day passes, and I believe at this point Sears needs to give me a TV of equal value, size, features as at this point this is my last attempt at allowing this to be a civil manner. Escalating this issue at this point would involve the consumers union as another owner of this TV (it was split between 2 others) is a member of that organization and believes if she needs to escalate it, the problem won't just be resolved.

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customer24
Kula, US
Jun 16, 2010 2:26 pm EDT

I recently paid for $8, 000.00 worth of appliances at Sears. I spent several hours with the salesperson. I was told the delivery would be free. When I went back to the store to arrange delivery...the salesperson left me in some backroom for half an hour while the manager completely ignored me. I finally interrupted the assistant manager who was in the middle of a snack and asked for help. She told me they would could not deliver my appliances for free even after this is what I was told by the salesperson. I cancelled the entire order. There was no attempt to resove the issue with me. Needless to say... I will not be shopping at sears again.

islands32@hotmail.com

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d. edwards
Philadelphia, US
Jan 26, 2010 11:40 am EST

Dear Sears,

I had owned my Kenmore gas range less than three years when the oven stopped working. I was told I needed a $300 part which we ordered. When the Repair man showed up, he told me I needed that part as well as another which would cost over $100. His suggestion was to replace the appliance. He politely left me with coupons which would save me either $60 or $100, depending on which replacement range I choose from Sear.

My question to him, as well as to you, is Why would I purchase another Sears range when this one lasted less than 3 years?

I am so disappointed in Sears. I was raised on Sears' Products. In fact, the range I replaced was over 30 years old! Of course I understand that this is not the "good-old-days." Nothing could or should last so long, but 3 years?! Give me a break.

If you are hoping to stay in the appliance business, you MUST find a way to do better quality control than this. What recourse do I have but to try another brand? Please advise.

Thank you,
Diane Edwards
Philadelphia, PA
daeluna@verizon.net

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MDpurgatory
, US
May 16, 2010 3:58 pm EDT

We purchased a dishwasher from Sears in May 2017, and received a rebate of $65. Instead of the check that we expected, we received a "Sears Shopyourway Citi Debit Mastercard" for the amount. We didn't think anything of it, and since it had an expiration of July 2017, we weren't worried about using it. We finally used it for minor purchases in March for clothing, which was $21.18, leaving a total of $43.82; and for tools on April 2017 for $35.99, and figured that we had $7.83 left on it. Well, today we tried to use it for something small, and we were told by the cashier that she couldn't take it unless we knew the full amount on the card, and it wasn't $7.83. We were puzzled by this, but went home and checked it online, and were stunned to find out that we had only $1.83 on the card. Evidently, they deducted $3 in "maintenance fees" in Jan 2017, and another $3 in Feb 2017. We had no idea that they were going to do anything of the sort! Well, Sears has just lost a customer, possibly a big one as we are planning on replacing several large appliances this year. My husband had specifically asked the salesman when we bought the dishwasher if there were any fees on the card, and he said "no". It's only a small amount of money, but it's the principal of the thing, if we had realized they had a scam like this going we either would have used it up promptly or else taken our business elsewhere. Which is what we are going to do in the future. We have had similar cards from other businesses before, specifically Lowes and Wawa, and we have never seen anything like this before. Sneaky fees like this are a nice little cash cow scam. My husband has bought Craftsman tools for years and was a member of the Craftsman Club, but they have messed up that and now it's not good for anything. We also used to take our Craftsman lawn mower to their repair facility here in MD, well, forget about that, most of the time they don't have the part, they have to send out for them, you'll get it in maybe a week or two, and they don't fix anything on site anymore, they'd rather load everything up in a trailer truck and send it someplace in Pennsylvania, and probably have under-minimum wage people "fixing" this stuff. To top it off, when he got his lawnmower and his chipper-shredder back, neither of them was fixed right. We thought that buying something from Sears was safe, but we have changed out minds and will not be doing so anymore.

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cleats55
Wilmington, US
May 19, 2010 4:56 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

These rebate cards given by SEARS are money in their pocket you have to call to get a balance an if there is a small amount left on it most of the time you just toss them .Know looking at the amount of people getting these cards that can add up.Why can't they just give back what we gave them either a check or cash.

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Jenn F.
St. Louis, US
Jan 18, 2010 1:52 pm EST

The story is too long to detail here, and SEARS has already wasted enough of my time...essentially, SEARS customer service is a joke. It took me five phone calls to reach someone who understood the problem, then they still weren't able to resolve it. I waited five hours for a tech to fix my oven before being informed that the service department was having technical difficulties and wouldn't be able to make the repair today. Seriously...I waited for FIVE HOURS, then had to call myself to find out what was going on. Inexcusable!

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Joscelyn Eads
Ellicott City, US
Apr 15, 2010 1:47 pm EDT

We have an appointment today to have our riding mower serviced and it was sceduled between 8-12 and it's almost 3:00. Noone had the courtesy to call and let me know that there was a problem. Called customer 3x which in my opinion was a waste of time. I can't believe that they don't have enough people employed so this doesn't happen. I feel like this day has been wasted because the Tech didn't bother to pick up the phone. Very disappointed in Sears.

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Brenda
,
Nov 08, 2008 2:18 am EST

I ordered a new water heater from sears over the phone. They have a special number just for buying water heaters. First they charged my debit card. Then they called and said the store closest to me didn't have the model I ordered and they would have to credit my account. I told them fine but they would have to wait to charge it again for the other store until the first credit appeared in my account. Then FINALLY five days later they sent an installer out here. I only then find out that i'd have to pay another $300.oo to have it installed. I had already paid for a basic install. They never told me there could me more charges to bring it "up to code".. So for a $329.00 water heater...the total bill would be over $1, 000.oo. I told them to forget the install and I'd just have someone else put it in. They tried to argue with me on that. I'm so angry that I can't see straight. I have a water heater sitting in the box in my garage. And no one yet to install it. So beware of those hidden water heater charges.

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tweek38
san jos, US
Nov 15, 2010 7:32 pm EST

installed water heater not up to code standards had to have another company install it properly, they were hired by sears, sears promised to take care of it but have not done anything

Valerie
Valerie
, US
Oct 21, 2008 7:12 am EDT

I went through about the same thing with a Sears lawnmower. It just happened to be a "lemon" and I made complaints, took it back 4 times for repairs. It never did work. I complained to several managers, too. Even the district manager and their main office. It was under warranty when I first took it in but after 12 weeks of back and forth to the repair shop, the shop wanted to charge me. I said it was under warranty when I first brought it in for repairs. It had not been repaired. The store manager called the main office and he looked up on his computer and saw how things had gone. Not only that, I lived in a small town and I had to drive 45 miles each way to a Sears repair shop. The lawnmower was never repaired, they would not replace it, and I ended up with a credit card bill for a product that never worked. By then the grass was so high I had to hire someone to come and mow it. Another expense. He continued to do the lawn care until I moved.

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Sven
, US
May 07, 2009 1:18 pm EDT

I am writing because we bought a freezer at Sears in Feb 08, by Sept. 08 they had been out to service it twice. We lost all of our food twice, with no replacement from Sears. Then in April of 09, guess what, the freezer wasn't cold again! All of our food had spoiled and blood was running out on the floor! We called to see what Sears would do and big surprise we were out of warranty, so they weren't willing to do much of anything. We are a family of 5 and I need that freezer but also I don't trust if to keep replacing everything we have lost three times, and of course Sears isn't going to pay for it! I can not keep replacing that food! It is too expensive to have to throw away 25 packs of meat is a little crazy when you are trying to feed three kids! Sears won't replace the freezer and won't pay for any food loss!