3333 Beverly Road Hoffman Estates, IL 60179
(847)286-2500
Reviews For Sears Corporate Office
rocky tucker  | 5/21/12 |
| In 2009 I purchased the following sears products, Stove, side by side fridge,dishwasher, microwave, and an Kenmore stainless steel four burner gas grill. I purchased an agreement for each one of them, where over the phone sear rep told me that they would come out yearly and service each one on my appliances encluding the grill, they never came so i what it was time to renew my agreement I decided what was the point they were just taking my money. This year when I tried to use my very expensive grill the entire inside of the grill was destroyed. I noticed that the inside of my grill had a ten year warranty so I called to set up a repair. the tech came today and told me the agreement only covers the so called steel burners what really are steel at all. I pay the tech a $98.00 service call but I decided that for $429.00 to fix this grill I could just buy one that is cheaper and probably better. I will never buy another thing from sears in my life. Sears is a rip off. Sears you standards are something left to be desired. | |
| PAULA SNYDER | 5/23/12 |
| Received a letter yesterday from S. Gamez at Sears National Support Center in Dallas, TX informing me that my service call on 4/17/2012 was not covered by warranty & that I owed a reduced bill of $78.00. The repair man did NOTHING BUT say that GE products glass tops are made cheaper & scratch easily. I don't know how it got scratched. Have been cooking on an older model smooth top for over 6 years, then new one gets a long scratch in less than 5 months…same pots & pans….same cook? Called Sears repair, asked about the warranty covering the repair trip, was told yes. I signed his sheet that he had been here, was given no bill, (told me if I wanted to replace the glass top it would be over $490. that was almost the cost of the complete stove buying price. I told him I'd wait til it broke. End of transaction. Yesterday, I receive the notice (5/21/2012) that is I feel I don't owe this amount to contact General Electric directly. Well, today I tried that. The number was the GE appointment setting line. They gave me another number, after choosing choice #3, I waited about 5 min. on my cell phone & hung up disgusted! Tried to find any customer service number for Sears National Support Center…NO NUMBER or WEB SITE. AFTER THAT I CALLED MY SEARS CARD, found no balance due, so I CANCELLED THE CARD!!! (all without speaking to a live person.) I have been a Sears Customer since the 60's that is about 50 years. WELL YOU LOST MY BUSINESS NOW!!! | |
Sears Cares  | 5/23/12 |
| Dear Eva Gayton, We regret to hear that the aerator that was required before having your dishwasher delivered was not installed. We understand how upsetting this must have been to find out only after noticing mold on your dishes. Your continued patronage is greatly appreciated and we would like the opportunity to speak with your further and go over the options we have to assist in order to see this issue 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 your dishwasher 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 “Eva Gayton” 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 | |
Linda Hurley  | 5/23/12 |
| I contacted Sears Home Services on 5/12/2012 to schedule a diagnostic test for my AC system in NJ, at my previous residence that is now rented. I was told that the diagnostic test would cost $100.00 + tax in NY state where I currently reside, and $69 + tax in NJ. The diagnostic was done on 5/16, and the technician "Eddy" called me when he was finished to give me the results, and get my payment over the phone. He said that the charge was $181.90. I questioned why the amount was different, and he stated that the $69 charge was just to "go through the door". I provided my checking account debit card info, and then called customer service to stop the charge. Customer service verified my assertion that the $69 charge was correct, and stated that they would be able to credit the difference to my account. I offered to have my credit union stop the transaction, but Sears Customer Solutions stated that they would credit the transaction, and within 24 hrs. I would hear from them. This made it sound as though the resolution would be very quick. Five days and 10 phone calls later... I have been informed variously by Sears Customer Solutions "Chris", "Jessica", "Lafacia", "Dana" that "the 181.90 is correct", "the refund amount should be $73.83" (the amount of the actual charge), "Sears HVAC doesn't have the ability to adjust billing disputes", we'll transfer you to HVAC", "we'll issue a gift card"... and FINALLY "Adele" in Customer Solutions with the assist of two managers was able to credit my account for - $108.07? It's unclear how much or when. | |
| Sears Cares | 5/23/12 |
| Dear Angela, Please accept our apologies for the troubles concerning the quoted prices on the service contracts you were trying to purchase. We understand how confusing this must have been. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We would like to speak with you and go over how we can assist in this matter. 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 your items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “Angela” 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 | |
| Sears Cares | 5/23/12 |
| Dear David Davydov, We regret to hear you were unable to reach an agent for the issue you had. We understand how frustrating this must have been. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We would like the opportunity to contact you to further discuss your issue and to also go over the options we have to assist. 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 your item 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 “David Davydov” 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 | |
| Sears Cares | 5/23/12 |
| Dear Ronnie, My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have just come across your post and wanted to reach out. We regret to hear that your mother’s weed eater is not in working condition, we understand the troubles this can cause, and this is a much needed item. Please accept our apologies for the repair to the weed eater that ultimately ended up having to go back for additional repairs. Your mother’s time is valuable and this can be an inconvenience. We would like to speak with your mother and discuss what we have to offer in order to see her issue 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 weed eater 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 “Ronnie” 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 | |
Tom Dryfhout  | 5/23/12 |
| After having warrenty work done on a three month old self propelled mower, I started receiving calls to take a survey on my experience with Sears. It is a recording so there is no inter action with the computer on the other end of the line. I am asked to rate the initial contact I had with a number from 1 to 5. I answered 5 but the recording kept asking what number I would rate question 1. It asked three times and I answered three times. There was silence then a dial tone. The calls have continued for four days now and I have tried to give answers three times. How do I get the calls to stop? I have read some of the many other complaints on this page and noticed that others are having the same problem. I appears quite evident that Sears is not the customer oriented company that it started out as. Sadly there are not too many big companies that care about anything but the almighty buck. | |
| Laura Fyfe | 5/8/12 |
| Had an Eoc computer board replaced for $400 for my kitchenaide superbra oven in aug 2011.Receipt states 90 days warranty.Since a new part was being installed the short warranty didnt seem to be an issue.Feb 2012 the EOC started to go in and out..and now it is out.Cant use the oven !!!!I opted for a new part rather than refurbished so this would not happen as I read some reviews that this is an on going issue with these ovens. I can not afford another $400 replacement part.There is something Sears should be able to do to stand behind their brand.I need an oven!!!! please help with this matter!!! | |
| Mario S. | 5/8/12 |
| The procedures of the Sears Protection Plan do not make sense, financially at least. A Sears washing machine repairman just left my residence from where he ordered three replacement parts to repair my 11-year old washer. Cost of these parts amount to $346.40, plus labor, for a total repair cost of almost $500.- Of course, at this point no one can be sure that other parts may have to be ordered later to complete this repair at an even higher total cost. In the meantime I am being inconvenienced with a prolonged washer outage with associated costs for laundry service. I just spoke with Martha and Lopoya of the Sears Protection Plan at 1-800-469-4663 and pointed out to them how it does not make sense financially to invest $500 of repairs in an 11-year old machine that is prone to repeated breakdowns and additional maintenance costs. Their decision to proceed with this expensive repair when a new machine could be procured for about the same cost appears absurd. I cannot think of any other financially responsible individual or company that would invest this amount of money in an old, unreliable washer worth practically nothing. Personnel at the Sears Protection Plan feel that it is the repairman decision to repair regardless of the cost involved. Of course, the repairman himself told me that he probably wouldn't have a job unless he continued to fix old washers! But, shouldn't there be someone else higher up in the chain of supervision who can evaluate the repair costs and make sound economically repair decisions? I would like to believe that we all strive to cut cost, except apparently in this case. | |
| Shaun | 5/8/12 |
| I purchased a riding lawn mower with the extended warranty in August 2011 in Alabama. Less than 6 months later the mower is having transmission problems. I contacted Sears and it has been 3 weeks and no service man has come out. I was told there was no service man in the area. Did you not know this when you recommended the extended warranty? Customer service is horrible and no one will provide the number to the corporate office. The customer service rep I spoke with today hung up in my face. Another rep asked me if I could find someone to repair the mower myself. In the mean time, the grass is growing and I have to pay someone to mow the lawn when I have a $1,000.00 lawn mower and extend warranty from Sears. This is criminal and will be reported to the BBB and Consumer Affairs. Businesses should be held accountable for their actions. | |
| Michelle | 5/9/12 |
| What happened to customer service in the 21st century, it is almost non-existant at SEARS. I purchased a dress for my daughter's dance and the next day she changed her mind and wanted another one that she had tried on at Sears. When we purchased the dress I was given a $10 gift card since I spent over $50, the dress I purchased was $75. When I returned to Sears last night to return the dress and purchase the other one I was told that in order to receive my entire refund I would have to return the $10 gift card. I informed the associate that I was unable to locate the card and told her since I was spending another $50, just to not issue me a new card since I missed placed it. She informed me that she could not do that and that I was only going to receive $65 back on my $75 dress. By the way she at this point, is beyond a snotty little brat with the attitude (that's being polite). I walked away feeling as though I was wrong, the insinuation that I was wanting to take money away from SEARS because I did not return the gift card, and all I wanted to do was get back my full amount paid buy the other dress and not receive another gift card (which would have made everyone happy). Sears would not have lost anything and my daughter would have had her dress. So this morning I call and speak to the manager and he tells me that it is against store policy to refund the total amount if they do not receive the gift card back and I asked why couldn't they just NOT give me another gift card and just refund me the difference between the 2 dresses of $25 and keep the new card. He stated "Obviously you aren't understanding the store policy". REALLY, OBVIOUSLY YOU DON'T UNDERSTAND CUSTOMER SERVICE!!!!!!!!!!! What happened to the customer is always right, I wasn't trying to take advantage of the situation I was just trying to return 1 dress my daughter no longer wanted and buy the one she wanted. I have to say once this ordeal is over I don't think I will ever shop with Sears again. I may only be 1 person but I can be a squeky wheel and tell everyone I know what happened. Stock prices I asked the manager for the corporate # and he gives me the # for repairs. WOW I guess he didn't want me to complain to his bosses about his attitude or his employee. | |
| Angela Charette | 5/9/12 |
| They do automated he$$ amazingly well. We had a tech out to fix our oven. Couldn't figure it out and corporate couldn't find our oven in existence. Finally he ordered a part and rescheduled. I have had 3 robo calls telling me to call Sears. What??? If Sears wants to talk to me than shouldn't there be a human on the phone?? The second appointment came and went and no tech. I broke down and called. Got their automated heck!!! Can you say FRUSTRATED, PISSED AND APPALLING CUSOTMER SERVICE? Oh sorry that is "Custmer's Serve Us". | |
| ex customer of sears | 5/10/12 |
| Sears selling pornography on Sears.com site. As of 5/10/2012 11:45 am, Sears is STILL selling pornography on its site. I typed in "lesbian", "lesbian sex", and "gay sex" in the product item search space on the Sears.com website to see if Mr.Lampert (Sears CEO) followed through with his promise of taking the pornography off of the site. There were PAGES of dvds and books under all of the search words. Mr. Lampert lied again. It looks like they're only addressing items they've been informed about, and not the ENTIRE pornography issue as a whole. If that's the case, Sears will never quit selling pornography. Children are able to access this material. If Lampert can't come up with a better way to get Sears out of its financial hole, then he needs to close the doors and the website! He thinks it's a great idea to sell baby and children's items on the same site he promotes and sells hardcore pornography. He's been promising for the last several years to quit selling pornography. He's sick and so are the others that have knowingly been allowing it. Can we guess where Lampert got the $40 million it took to recently buy his new house in Florida? Anyone???? | |
| Gordon Pilgrim | 5/21/12 |
| Until noon Saturday I owned a 20 plus year old Kenmore 22 cu ft refrigeator freezer tha was running continuously and needed to be replaced. A new similar sized unit was delivered and installed at 11:00 am Saturday May 19th. I had asked for the old unit to be moved to the garage for pick up by a recycling company at a later date and was told I would lose my energy star rebate if they didn't take it right of way. The new unit is failing, cabinet temperatures 60 degree in the refrigerator and 31 degrees in the freezer. When checking the temperatures every four hours the cabinet lights were sometime on and sometimes off indicating the unit tripped off through some internal control. I have been seeking help from Sears, on-line and on the telephone since Saturday night when the symptoms were identified. I spent a good portion of Sunday seeking help and only found intelligent life at our Local sears store. I am losing all of the frozen meat because of the poor quality of the SERVICES GROUPS AT SEARS because there seems to be no help from SEARS until Wednesday. Good luck to anyone who buys anything from SEARS | |
| George Fisher | 5/11/12 |
| I have had a service contract with Sears for my home for 24 years. I recenly found out that sears had cancelled certain items on my contract and not let me know about. it. i9 think after 24 years this is wrong. | |
| Mrs. McElwain | 5/11/12 |
| May 11, 2012 Sears Roebuck and Co. 3333 Beverly Rd. Hoffman Estates, IL 60179 Attn: Louis D’Ambrosio, President and CEO Dear Mr. D’Ambrosio, I just wanted to express how disappointed I am with the policies and procedures that you have in place for customer service with regard to your credit department. I realize that you are and extremely busy individual but I was told there was no other supervisor or person I could contact by email or phone other than the person I was currently speaking. I have been a loyal customer to Sears for many years and sadly, I can’t say that I would ever purchase anything from you again. Every year I make my one large purchase from you on whatever promotion you offer that week whether it be 6 or 12 months no interest. I have already made my purchase for 2012 on Saturday, May 5th for my new $1000.00 Kenmore dishwasher. I also needed to make a purchase tomorrow for a new $3000.00 Kitchen Aid Oven. Unfortunately, I made a very big mistake and miscalculated the month as to when the last payment was due for my 2011 purchase. My last payment was due on April 13th and not May 13th I had $304.73 added on to my last payment of $150.00 dollars. I called today to make that last payment and was told by a supervisor Jeanine that there were no exceptions to that policy. She did not own the company, it was my fault, which I freely admit, I used the company’s’ money for 12 months and it is now due, there are no exceptions. She refused to let me speak to anyone else, give me her last name, any other supervisor’s name, email, or phone number because of company policy. She also said I was just upset because she would not do what I wanted her to do. I do want to verify that the phone call was recorded because I feel the way she spoke to me was very mean, rude, defensive and hurtful to the point where it brought me to tears. It is upsetting; I don’t feel I should be penalized this much for one payment. According to Edward Lamperts 5 key pillars of your business strategy, I cannot see how this makes any sense. How can no compromise be made with the interest charges and in turn you receive an additional $4000.00 in new purchases. I definitely made the mistake and I apologize. I also expect to pay some penalty, just not an additional 2 times the sum of my last payment. Regrettably, I now would like to return my new dishwasher that I have only had for 4 days, as well as cancel my new oven purchase for tomorrow. My experience was not entirely bad. The salesman for my oven and dishwasher was extremely nice, helpful and knowledgeable as well as the installers who were very professional. But, I no longer wish to purchase anything from your company or your credit again. I now realize that customer loyalty to you and the brands that you offer as well as my record of previous years of payments and purchases really does not count for anything. Sincerely, Mrs. McElwain 281-648-4747 | |
| Gene Burchett | 5/11/12 |
| I am writing this in hopes that Mr. Lou D`Ambrosio, CEO, is informed. If I was responsible for the success of the company I would want to know, why I lost a second generation loyal customer over a $40.00 matter. I purchased a top of the line Craftsman weed trimmer tow years ago. It blew up a couple of weeks ago. The service department advised that the repairs would be $325.00. I decided to purchase a new one and went directly to the store located at Sunrise Mall in Citrus Heights CA to make the purchase. I had a $40.00 prepaid receipt that I had paid the service department to tell me they could not repair the old one. I met with Pat, the department manager, and asked if I could apply the $40.00 toward the purchase of the new one. I can only describe the manager's attitude as apathetic, condescending and rude. Apathetic, because it took him 20 minutes to arrive after being called to assist; Condescending because he ridiculed the customer for not spending the extra $39.00 for the a service agreement; and rude because he was unwilling to even discuss a resolution to the problem. My father has been a loyal customer of Sears for years, as have I. You have lost a customer for ever over a $40.00 matter. With managers like Pat, I can see why the Citrus Heights store looks like a ghost town. | |
| tricia mick | 5/12/12 |
| this is on a mater on sear picture studo..i dont know who to get with on there picture ..need to speek to the head person on this my number 419-450-2998 tricia mick not happy and need the right people to speek with please and ty | |
| Mark Morris | 5/13/12 |
| I am writing this complaint in hoping that someone will hear my frustration. My home telephone rings everyday from Sears. It is one,two or three times a day. i have asked for the calls to stop but it seems like each time i shop at sears the calls continue. Me and my wife love shopping at our Sears Department Store in Hamilton Place Mall Chattanooga,TN. but we are frustrated with the phone calls. Today is Mother’s Day and we just came home and have received a call from Sears survey 312-951-1276. Why? I would not continue to shop at Sears if i wasn’t satisfied with your products. I will stop my business with Sears and never shop at your store again and pass my frustration on to my friends and family. It should not come to this! Please help. | |
| Karen Mathews | 5/14/12 |
| I too have had and is having issues with Sears. I purchased a zero turn lawn mower and a garage door opener that was suppose to be charged to a Sears card only to find it was charged to my Discover Card. Now trying to get is changed from one card to the other is impossible. The garage door opener was installed in the house even after I told them there was no electric. Now they are telling me I have to pay again for the installer to come out and get the garage door opener to work. Exta dollars. As far as getting the other purchases to my Sears card is also now going to cost me about $200 more. They pay people to transfer calls no one wants to take the responsiblity to do what is right. | |
| L Vacarias | 5/14/12 |
| ZERO stars! Sears is inept, inept, inept. I have'nt bought from Sears in ages and shame, shame, shame on me for having done so. First they got my last name wrong, they had it right on the phone and then in the email confirmation it was wrongly spelled, I called them right away and they wouldnt correct it because the order had already been confirmed (correct item and all, just messed up name). Very well then, just send my item and I'll be done with Sears. My item should have been about 22x22 and about 40 some Lb.', somehow they messed up my order further and I have a 7x 9" 3Lb. package. First the "customer svc" lady hung up on me while on hold and when I called back, she treated me as though talking to a child who didnt know a thing, when I tried to speak to her, she actually stared yelling at me. What is wrong with these people, they're going to take 24 hours to call me back and "see" what they can do, because its not their fault but rather the vendors, whom thought I ordered a camera??? my order confirmation shows an air conditioning, my shipping confirmation shows an air conditioning. I shouldnt have to care who their vendor is, if I'm going to have to hunt down my item, why the heck go through Sears. I asked for my money back and they "cant" do that either, Oh my gosh, SEARS IS A NIGHTMARE!!! they aparently dont care one iota about customers or, their hard earned money. I'm using my 24 hrs to post my complaint every where I can. | |
| RCortez | 5/14/12 |
| Just want to make it out a live. Paid $1900 for 2010 in Feb 2011 floor model Husqvarna 48IN 23HP got the extended warranty for $439. This thing was a piece of Sh*t went bad so I called to have repair order filled out so the repair guy shows up 2wks later to say its dead, so sears decides to move my warranty date up 3 month so it put me in the MFG warranty and cleared them of having to replace it because MFG takes priority. So I was told go to Sears in Cool Springs TN pick out what you want, but you have $1300 store credit instead of the 1500 cash they'd had to pay because they no longer made my mower anymore. So I walk in to Sears and BANG! there sets my mower you put my hood on this mower and, "there's my mover". I mean right down to the THE4823, but the SN was different that how they get out of replacing it, that and moving my effective date forward and they, "SEARS" screwed me. So I went ahead dug in my pocket and paid another $600 bones to have my upgraded/replacement delivered and paid for "SEARS" was suppose to pay for delivery but over looked my extended warranty I paid for $80, this was on 21Aug12. I called week later to see where's my mower? It will be MAY 7 and it came and went I called again, OH Mister so n so it will be on the 14th of May between 8 n 12 noon. I called in and was told they were running late they were on job 3 and I was Job 5, well I call again at 4 and was told they never had my mower on the truck and in fact my mower would be in for sure on June 4th 2012. This is when I spun a barring 2 1/2 months to get a replacement even after robbing me!?! I will never buy a mower from SEARS again and tell everyone I know what Sears done to me. I am a disabled veteran and they took advantage of me on the highest level and you can talk to know one to fix it I have talked to Sears folks 30+ times and the stairs lead to the same floor, like being stuck in the "Twilight Zone" running in circles. Works for the government why not Sears. NEVER AGAIN and if your smart not you too!! | |
| Laura Dias | 5/14/12 |
| WORST CUSTOMER SERVICE EVER!!! I called to get my lawnmower fixed AGAIN. We used it once, leaked, sent it for repair. They had it the entire summer. Got it back. Tried it again. Still leaks. Problem was never fixed. I called and they tell me I am out of warranty by 4 days. I ask to speak with a supervisor that can help me. Was given some kid "ROLAND" who proceeded to interupt, talk over me and tell me the converation was over. He hung up on me. That's Sears customer service??? Roland you better start looking for another job. You suck! | |
| Karen Figore | 5/15/12 |
| recently purchased and outdoor dining set for my mom for mothers day. It was confirmed the night before by sears. They called my mom and told her they would be there between 8:45am-10:45am. She waited. At 12:00 I called to see if she liked it. She told me it had not arrived. I called Sears. To which they informed me it was out of stock. Are you kidding? They Confirmed delivery the night before. I asked how they can do business like this? I was put on hold for 1 hour 20 mins. After a "supervisor " picked up they apologized. I canceled the order, and I am still waiting for a credit to be issued back to my card. Monday morning they called my mother to set up another delivery time, she informed them that the order was canceled. I called them back, It was not canceled! Are you kidding me? So I canceled it again. Still waiting for the credit on my card. In this economy I would think that a company would care somewhat about loosing a 870.00 sale. But I guess not. Honestly they could have cared less .Customer service was deplorable. I will never shop at sears again. | |
| Donna Mitchell | 5/15/12 |
| After spending most of yesterday afternoon on the phone with the Escalations team at Sears concerning replacement of my kitchenaid gas range, I am totally frustrated with the way Sears does NOT care about their customers and seems to regulate theirselves. I called 3 different departments to complain about the excalations team and all departments were the same. You end up filing a complaint against the supervisors and the complaint goes to the same supervisors. What good does that do? THey are replacing my range but the amount they are giving me will not cover the taxes or delivery of the range THEY picked for me. I will end up paying around $200.00 extra for a replacement. I paid $1549.99 for my current stove plus an additional $1237.00 in maintenance contracts to only receive $1050.00 for a replacement. I got nowhere in pleading my case with the supervisors, Stephanie L., Freda, or Jeremy at the Escalations team. My only option now is to write to the corporate headquarters and wait for someone to call me since the Sears Escalations/Customer Support/Product Warranty/Complaint Department doesnt have a phone number to contact them. Meanwhile I am now 25 days without a range to cook on. WAY TO GO Sears CARES. HA HA | |
| Former Sears Associate | 5/15/12 |
| I cant stand this Corporation. I worked at a sears store for 11years,I like working there. I worked there till the Sears store closed. Once the store closed i got a letter in the mail saying that im getting some money the Sears Pension Plan.2 month later still no money. I've have called All the numbers they give and keep getting the run-a-round. If you plan to get a job, don't get a job at Sears! | |
| Eugene H. Juergens | 5/15/12 |
| The letter below was sent to both your Dallas, TX and Mobile, AL offices. Eugene H. Juergens 2200 Mercedes Blvd. New Orleans, LA 70114-5054 May 15, 2012 SEARS DALLAS SUPPORT CENTER #4643 P.O. Box 660200 DALLAS, TX 75266-0200 Dear Customer service representative, I want to let it be known just how disgruntled, disgusted and angry I am regarding what was entailed in order for me to receive the refunds from SEARS for two items. The two “snack trays” were ordered on different days, on line by a SEARS sales person at the Terrytown, LA, SEARS store. Neither snack tray fit my refrigerator so I returned the first one to the store from which it was ordered. I ordered the second snack tray in the same manner at the same Sears store when I returned the first tray. The second tray I had shipped back to the Dallas, TX warehouse. I spent hours on the telephone with several “customer service” representatives over a period of three months. I was as much as called a “liar” by at least two representatives. One, regarding my ability to receive online and print a return label for the second returned snack tray. Another two representatives told me that I was sent a check or given credits in the amounts of $91.51, $13.99, $13.99 again and $1.26. When I told them that I was looking at a real-time statement from my financial organization I never received any credits. I explained that I never received a check for any of these amounts. On still another occasion I was told that I would be sent a credit by April 18, 2012. That never happened. Each time I called, I spoke to a different representative. Each conversation required my explaining what had transpired and the processes and procedures that had evolved up to that conversation. I can ashore you that this will never happen to me again. The reason that I am so convinced of this is because I have no intention of ever stepping into any SEARS store ever again in my life. Should you need any additional information, names and dates please contact me at the address above or by phone at 504 361 0292. Sincerely yours, Eugene H. Juergens | |
| Mr. McRaney | 5/15/12 |
| I recently made an order online for a yard tractor and was sent a confirmation of order by email. No more than 2 minutes later I get another email saying that my order was canceled due to my credit card being declined. My bank tells me that the order is processing and no representative from sears help desk can explain the reason for this. And then have the odacity of asking me to place another order for the same product so they can recharge me again. Like Hell. The 2 reps I talked to refused to help me any further and kept asking me to place another order. I've never seen more horrible customer service in my life. | |
| John_P | 5/15/12 |
| I have genuinely never come across such poor customer service than dealing with the “Sears Escalation Department”. My dishwasher's (14 months installed) heating element burned a hole in the tub and it flooded my brand new kitchen and subsequently my basement (wooden floors completely warped, basement ceiling, room in basement flooded. You get the idea). It has now been three weeks and the matter is still not resolved. Despite speaking to a customer service representative over 10 times and having three visits from Sears technicians, the matter is no closer to being resolved. All of the below information was documented with timestamps, ID numbers of techs, names of every individual with whom I spoke, etc., at the time it happened and so the information below is not exaggerated but very much, and unfortunately, factual. The first two Sears technicians (Sears employees bear in mind) told us that the issue was absolutely a manufacturer’s defect (when the unit was built, there was an enlarged hole already, which they tried to cover up with glue, according to the techs, and the heating element finished the job), and that the unit should be replaced by Sears. Even though the tub is out of warranty as it is 14-15 months in use, each of the technicians said that the unit would flood again unless the tub was replaced or, ideally, the unit replaced entirely. They were so adamant in their beliefs that they provided their Sear IDs, and personal cellphone numbers so that Sears customer support could call them and they would explain that the units should be replaced. Sears insurance agent, Sedgewick insurance, has all of this information and the technicians provided their opinions to Sedgewick. My support ticket has been escalated to the “customer solutions team” and I spoke with various Senior Customer Advocates (SCAs). Let me just say right here that rarely have I come across such unprofessional and rude individuals, especially Charles and John (SCAs). One customer service representative even read to me the comments that Charles made about me in their system. I will not type what he wrote but sufficed to say I would hope that Charles is an exception and that other SCAs are a lot more professional than he was. He actually hung-up on me! If anyone from Sears is actually reading this, I can provide date and exact time so that you can review your customer service recordings to verify what I am stating here is factual. Essentially, their mind was made up from the beginning; “out of warranty” was the constant message. I tried to escalate above the SCAs but was told, no, I had reached the highest point of escalation. I kept calling in the hope of actually speaking to someone who would listen and was offered numerous incentives (money towards a new Sears product, repair costs, etc.) but was told under no circumstance would they replace the unit. I actually had one SCA tell me that they would cover all costs only for another (Charles) to tell me that the CSA had no authority to make such an offer and they would not honor it! How could one CSA offer something, only for another (very rude) CSA (Charles) rescind the offer because he didn't like it!?? Their final offer was to repair my unit up to $400 or else I could receive a $400 product discount. I asked to speak to the team manager (Bryan, the SCAs would not provide Bryan’s ID and indeed I only know his name because Charles accidentally told me) but was told Bryan had made his decision and would not talk to me under any circumstance. I explained that the cost for replacing the tub and the associated labor charges ($400) plus the two previous calls and repair efforts make no sense economically. They will have spent close to $800 to repair the unit and clearly it would be cheaper to replace the unit. I was told that this absolutely will not happen and I “should be happy because they never make an offer like this” (John – SCA). I simply wanted my dishwasher fixed (three weeks have passed so far) as we liked the dishwasher (ultra quiet, did a great job, # 1 Consumer Reports dishwasher, their support was applauded by many, etc.) So Sears ordered the new tub and it was delivered to my house. Finally, the matter was going to be resolved. However, when the technician arrived we discovered that the tub is very different from the one I have. As the tech said, it is “very cheaply made” and “not the same tub”. The tech checked with Sears and was told that the tub was indeed the replacement tub. The issue is (I have pictures) that the new tub has no sound buffering plastic like the unit we purchased. We purchased our particular dishwasher because it was ultra-quiet and this newly delivered tub has no plastic molding around any parts whatsoever and the motor and water pipes are fully exposed whereas in the dishwasher I have, all parts are encased in plastic molding so as to significantly reduce the noise. Once again, we called the CSA. The tech explained the situation that, in his opinion, it is not the same tub and will definitely NOT produce the same results in terms of noise that the original dishwasher delivered. The SCA (John) told the tech that there is nothing more they will do. Basically, I have to accept the tub, or leave. I spoke with the SCA John and he put me on hold for 10+ minutes. When he came back he told me the team manager (Bryan) had left an hour ago and that he showed the notes to another manager and the $400 was all they would offer. Take it or leave it. I explained (once again) that the notes in the system do not represent the true picture of what has happened and that I would like the opportunity to simply discuss the issue with Bryan. Once again, I was told no and they would not make any other concession. What concession have they made!?! I explained to John that as a customer service unit, would it not be a good idea to have the customer service manager, Bryan, actually SPEAK to the CUSTOMER instead of relying on notes from an employee who hung up on the customer?! John told me that he would send Bryan a message but that it would do no good and that he would not call me. So I wait for another phone call tomorrow (that will not happen) to tell me they will not do anything for me. In the meantime, Sears’ Insurance agent, Sedgewick Insurance, is pursuing a claim against Whirlpool, manufacturer of the dishwasher, to see who is going to pay for the repairs to my floor, ceiling, basement, etc. . . Can anyone actually help me!?! I am absolutely disgusted in Sears and their support system. Disgusted. | |
| Robert | 5/16/12 |
| Purchased Sears top of the line Garden Tractor (PGT 9500)$7000 in June of 2011. First day of use I noticed a problem with the mower deck leveling system. Called the local Sears store for assistance and was helped immediately arranging for a service tech to look at the machine. Two weeks later the tech arrives and attempts to correct the deck. This was the first attempt in the course of four over the next two months. In Auqust of 2011 the PTO Bearing goes out, so now the deck is wrong, but that doesn't matter because the PTO will not engage the blades. Waited two months for the parts and repair of the PTO just to go back and deal with the deck issue. In April of 2012 called Sears again because the deck is approximately 1.5 inches lower on the left side vs the right side. Sears tech orders a new deck, deck arrives but the deck sent was not the deck ordered by the tech. In this part of the country the grass grows in the warm weather months so I had to purchased an additional riding mower to mow my 2 acre yard. Believe me the additional riding mower was not a Sears product!! I am still waiting for the deck to be corrected on the $7000 mower so I can sell it and take my loss. Of the six months of mowing season so far the machine has been mechanically challenged for 3. Like most of the folks who post on this site I too am fed up with Sears. Product, customer service and the marketplace will dictate the future of Sears. From where I sit that future does not appear to be to bright!!!!! | |
| Thomas Lemke | 5/16/12 |
| While Sears has traditionally been a bastion of competence and quality, I fear that those days are ending. Upon moving to Texas we ordered new appliances for our home under construction (washer, dryer, refrigerator) a month or so in advance of our move. We were contacted by Sears who noted that the refrigerator would not be available in time (despite our advance purchase) so we accepted an alternative. When the refrigerator arrived, there was no washer or dryer. Delivery on these was delayed twice and when they did arrve, no pedestal accompanied them. We were first told that the pedestal was damaged but they had a replacement that would be delivered the next day. Next day - nothing. Yet another call yielded the opinion that the factory failed to deliver it. Somewhere in this spate of calls we were promised a $50 gift certificate but apparently that, too, is stuck in the factory. Most of our calls were handled by over obsequious apologizers or very depressed David Spade wannabes. Final verdict: look to alternative vendors. | |
| Kelli M Sanderson | 5/16/12 |
| I went into your auto care center and waited for at least 15 min with no one coming to help. I finally went into the tool section to see if someone there could find me some help. The women said ok walked over to the auto center finished sending a text message on her phone then went into the back. A few minutes later she emerged and went straight to her back to her counter not a word to me. Several minutes later a gentleman came out asked the problem and then told me he couldn't help me because they closed soon. He took the battery and said they would test the next day and call. It's 4;20 and no word still. Every time My father calls there is no answer. I am now heading over and hopefully they will have time to talk to me before they close. All this to find out if a battery is good. Oh and yeah the same battery that stopped working in our lawn mower last summer. When my Dad called to ask what he should they said to bring it in for the summer and see how it did this year. Now they say your warranty is up. This is just what I have seen my dad go through, My sister and her washer and dryer is a whole other story. I have NEVER seen such bad customer service. My dad always used to say Sears was the best for auto tool and any appliance period. And any extra money was worth it for the service. He's 62 now. I personally will never shop your store. I only wish I could make this right for my father. I hope this is just the Traverse City store and not all of your stores because if this is how people are treated you will being going out of business rather soon. | |
| Robert | 5/16/12 |
| I definitely understand the frustration of dealing with Sears, I went into the store located in the Oakwood Mall in Enid, OK. On 04-25-2012, at approximately 1:00 pm, I entered the store looking for a motorcycle jack. I wasn't able to locate the jack so went looking for employees, unfortunately I was unable to find either. I left the store and called from the parking lot. I was able to make contact with an employee, I asked about the jack, he put me in touch with another employee, he put me on hold and I was able to listen to a couple of really good songs that were playing. I figure two full songs is approximately 8 to 10 minutes on hold. I hung up the phone and redialed the number. I got the same employees. I walked back into the store, walked over to the tire center, yep no one was there. I continued to walk through the store, I did find the motorcycle jack I was looking for on the back wall just off the floor. I picked up the jack and walked to the nearest register. I waited a little while, figured a clerk or someone would show up sometime, I and a Hispanic male individual started kidding around about being able to take what ever we wanted from the store since there weren't any employees. I shouted a several times "Hello is anyone working here", to try and raise an employee to run a cash register. A young male individual came over and did finally run the register. There was another individual showed up, figured it was security since I had been shouting if anyone worked there. I did tell the clerk that I could have walked out of the store and no one would have known the difference, until they checked the security cameras or did inventory. Thanks for such a wonderful store you have. Oh yeah, you might thank me for being honest. I was going to post this on www.searsfeedback.com but didn't believe anyone would care there either. | |
| Mary | 5/16/12 |
| My question is to Stephanie L..in customer service....while it is fine that you offer the "salvational" customer service...and you continually acknowledge the poor customer service that is being provided to your customers... Just what the devil is SEARS doing to resolve its poor customer service...from the looks of things...not much..You need to retrain your customer service department in retail etiquitte. I worked for major retailer for 20 years....the rule goes...rule #1 the customer is always right....rule 2....any questions refer back to rule 1. This means we the one paying for the service and paying for your paycheck should be given quality service without exception or run around. Thank you! | |
| B | 5/18/12 |
| Sent this to Sears: Share your feedback here:: iRobot iRobot 5950 Clorox Scooba Cleaning Solution Sold by Action Packaged, Inc. Item #SPM4979344401 Mfr. Model #5950 SOLD FOR $5.99 by iRobot with your tax and shipping its $50!! YOUR RIPPING PEOPLE OFF!! Received this from Sears and info@sears is a bad corporate HQ email...don't think they want you to contact them. The person that responded to my email was a real rocket scientist!! NO RESPONSE...just requoted what I told him!! Sears Response Follows: Dear Valued Customer, Thank you for contacting Sears.com. I understand that the cleaning solution item number SPM4979344401 is sold for $5.99 however, along with the shipping charge and tax it costs $50. I see that the cost of item is $38.82 and the standard shipping charge is $8.95 and the sales tax will be charged based on your location. Please click here to view about the charges of the item. We are sorry for any inconvenience caused to you. Sincerely, Harrell | |
| Angela | 5/18/12 |
| I have 4 appliances in my home that are covered by the Sears warranty agreements. On 4/22/12 I called to get pricing to extend the warranties - I was quoted a price and told it was good for 30 days. On 5/18/12 I called Sears to purchase the warranties - they told me that they would not honor the price I was quoted that they do not hold pricing for 30 days so I asked to have a supervisor get involved and the supervisor told me the same they would not honor the price I was quoted on 4/22/12. I have purchased all my appliances from Sears since 1977 I'm told I'm a premier customer but they pull this. I'm not happy with Sears at all. | |
| David Davydov | 5/19/12 |
| Disaster!!! I have been trying to call their offices, and they send me round and round. They gave me the phone number listed above, (847) 286-2500, but try to call this number, esp. on Saturdays. Recently I got another number from Sears online support, and I called that number, but their operator just put me on hold forever w/o a word. I called again, and she did the same again - just silently disappeared. And I have a great "novel" (3" thick and counting) about their service and their (DIS)Satisfaction Guarantee, but I can't get to them. Nightmare!.. | |
| Eva Gayton | 5/19/12 |
| I am so disgusted with Sears that i will never buy another thing from you. I have never had one appliance in my home that was not a Sears brand but those days are gone. I purchased a LG dishwasher stainless top of the line in San Diego California to be delivered in my new home in Houston Texas. I was told in San Diego that i had to have an aerator installed or they would not deliver my dishwasher (at a $300.00 extra cost to me). Imagine my surprise when i get to Houston finding my beautiful new dishwasher that MOLDS my dishes. Called and had Sears come out and the reply was : "you have to do a cycle of vinegar every week", OH and of course purchase an extended warranty. I had to have another repair company come out only to find out that the aerator was never hooked up and is the reason my dishes mold. The aerator needs to have the hole plugged. I have used my beautiful new dishwasher approx 4 times as i have to hand wash everything now. When i tried to get in touch with Corporate Sears i was told they would send me a $100 gift certificate. I will NEVER buy anything from you every again, and i go back to the days when my grandparents and parents relied and believed in Sears. Getting thru to anyone in Sears corporate office was impossible. I am sorry that you have sold out to the lowest bidder Sears, gone are the days of the Kenmore being the only appliance i ever trusted. | |
| Ronnie | 5/20/12 |
| First, the rating should have a 0 - 5 options. 0 being the worst and 5 being acceptable. Anyhow, I totally understand the frustration with SEARS. For over 40 years my mother worked for SEARS in the accounting department and then one day, poof.....her job was gone. SEARS, the "GREAT AMERICAN COMPANY", now sends its work to India!! Yup, that's where my moms job went and after over 40 years she has NO retirement because SEARS cannot fund her retirement. She had to file for unemployment then ended up having to draw her social security early, which comes with a penalty. Meanwhile, you better bet all the executives at SEARS will never have any money worries. I just read where the CEO, Eddie Lambert, was planning to close on a $40 million dollar home in Florida earlier this year. Hey Mr Billionaire Hedge Fund Manager, as most media outlets refer to you as, why did you lay off my mother and take her retirement from her? The plain simple truth of it all is that I know you, nor any of your other executives, care about any of your employees. Just as long as you have your money, that's all that matters. Enjoy that $40 million dollar home while my mother scrapes her pennies together trying to pay her bills! But onto the reason I'm in this forum, the weed eater repair issue my mother is having. My mother, who somehow is still a fan of SEARS and spends her money at SEARS, purchased a weed eater recently. Well it broke, shockingly, and she took it to the store. The store advised her that they will send it out and then call her when it was ready. Well, almost 2 months later, they call her and tell her that her weed eater has been repaired and she can pick it up at the store she dropped it off at. So she went and got it and brought it home and discovered that it still didn't work. In fact they, whomever repairs the product, broke the gas line instead of fixing it. So here my mother goes again, driving out to the store then to another location to drop her weed eater off again. Let me remind you all how expensive gas is these days, especially to someone who has NO income!! So after all the driving and whatnot her weed eater is back in repair and she should expect to get it back in a few weeks. Which I doubt will be fixed. But here's the sad part. This weed eater cost about $120.00 when she purchased it. The first repair stated it cost just about $100.00 to repair, which didn't fix anything. Now she's on repair number two, which I'm sure will be another $100.00+ to repair. The funny thing is that all they would have had to do to begin with is grab another new weed eater off the shelf and swap it out so my mother had a working weed eater and they could send the defective weed eater to their repair facility. But no, the brains at SEARS can't figure this out. So now, in order for her to avoid getting a citation from the city for high weeds, she's pulling the weeds by hand. GREAT | |
| Sears Cares | 4/23/12 |
| Dear Pamela Clark, We are sorry to hear you are still having issues with your vacuum cleaner. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We understand your concerns and would like the opportunity to speak with you. 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 vacuum 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 Pamela Clark, 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 | |
| Sears Cares | 4/23/12 |
| Dear T. Dangerfield, My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have just come across your post and it has raised concern. Please accept our deepest apologies for the frustrations surrounding the missed delivery of your stacking kit, we understand your time is valuable and this caused a halt with the installation of your washer and dryer. Our delivery team does have a schedule they do have to adhere to, in order for them to complete any installations all parts do have to be available at the site, unfortunately the driver did have to go forward with his delivery schedule. We are especially sorry for the poor customer service you received from our agents. We expect our agents to build customer trust and relationships, and it does not seem this happened. 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/dryer, and stacking kit 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 T. Dangerfield 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 | |
| Sears Cares | 4/23/12 |
| Dear Jeana Hill, My name is Stephanie L. and I am with the Sears Social Media Escalations team. I want to first apologize for the negative experience you have had thus far. We understand how overwhelming it can be without a vacuum, which is a much needed item in the home. It’s perfectly clear that you're very upset about what's happened and we do not like to see our customers inconvenienced. We’d like to speak with you. 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 vacuum 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 Jeana Hill, 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 | |
| Sears Cares | 4/23/12 |
| Dear SSKS, My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have read your post and would like to apologize for the frustrations you have been through when using your Protection Agreement. There seems to be some confusion concerning the policies pertaining to your Protection Agreement, we would like to speak with you. 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 protection agreement 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 SSKS 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 | |
| Sears Cares | 4/23/12 |
| Dear Alyssa Portrey, My name is Stephanie L. and I am with the Sears Social Media Escalations team and we would like to speak to you concerning your experience. We are very sorry for the troubles you have encountered with the whereabouts of your check you wrote towards the renewal of your warranty. We are especially sorry for the confusions and poor customer service you received concerning the repair appointment you did not set up. We do appreciate your patronage and we would like the opportunity to turn this into a positive 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 and the phone number your dryer 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 Alyssa Portrey 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 | |
| Sears Cares | 4/23/12 |
| Dear Ann, My name is Stephanie L. and I am with the Sears Social Media Escalations team, we have just come across your post and wanted to reach out. We are very sorry to hear your repair appointments were not followed through. We understand your time is valuable, and delay in repair and continued rescheduling can be frustrating. We would like the opportunity to speak with you, we can help. 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 your 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 Ann 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 | |
| Sears Cares | 4/23/12 |
| Dear Ninfa, My name is Stephanie L. and I am with the Sears Social Media Escalations team. We are very sorry to hear that you have been without your dishwasher for such a long time. We understand your concern, this is much needed appliance. We are certain our technicians have done what they could with your dishwasher repairs; however we would like to contact you and look further into this. 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 your dishwasher 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 Ninfa 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 | |
| Randy Perkins | 4/23/12 |
| stoped by the sears parts on sunrise in my part of the country at 3:05pm on a sat and they are closed.What kind of dumbass closes on a sat at 3???? and then today I call their phone and get sent to a answer center and when i request a manager 30 mins. go by before i hang up and try again.the next time took 15 mins.then i have to listen to some other tounge spoken before i can speak to a human being..sears used to be a good place to shop and they used to be all about customer service but not now..i will tell everyone i know to never shop at sears again..they are getting almost as bad as wally world. | |
| Kay McPherson | 4/24/12 |
| Sears owes my company for services rendered. They continually give me a credit card that is denied. Sears do not pay their bills. | |
| Denise Forbes | 4/25/12 |
| My African American older parents have been loyal customers of Sears since we were children. They have faithfully purchased your no-good insurance policies for replacement of appliances. You (Sears) have refused to replace their refrigerator and stove. This stove caught fire in the clock Mon 4-23-12. You rather spend $1,264.32 in replacement parts than provide a new stove. Where is the logic. I will be contacting the attorney general. This shows how well you treat African Americans and customers in general. You take their money and offer POOR services. The policies will be cancelled. | |
| James | 4/25/12 |
| I worked for Sears at the Call Center in Iowa. I have been a corp trainer and have manager for a few companies. I have never seen such a mess in my life. This company harass it employees and thinks this is how you manage. I can see why this company will be gone by the end of this year. A person get written up on any charge. If I had the money I would hire an attoney to file an harassment suit because of age. | |
| | 4/25/12 |
| They have the worst customer service ever! and delivery department i ever seen! purchase four item from Dulles town circle VA . sales Representative Anil Malhotra, HE did forgot to order the fourth item, and when i called he did totally denied , and he said it was no forth item!!not helpful at all , delivery day come and now they don't have the dishwasher to delivery!! stove come with a 16inch damage on the side and refrigerator dent on door !calling customer service for replace the refrigerator after transfer three time and be on phone for 55 minute they do not want to replace !!!!!!!!!Batasha AND her supervisor Anthony refuse to do it anyway after calling corporate office and be on phone for another 40 minute they will do it but five day will take for delivery ! so basically i had to take 3 days off from work so that sears will delivery the stuff supposed to be deliver in one day , worst customer service ever !!!!!! never shop again | |
| D. Decker | 4/26/12 |
| HIGHLY ILLEGAL, Absolute thievery, Upon resigning from my job after 11 years of service for Sears and taking threating crap from them for the last 5 years. They decide that the (my) Pension they hold under my name is their's. They sent me forms with 3 options of basically cashing out for a very low pay out, or leaving the money in their stock option. I had to dig deep into the forms to find the direct rollover portion of it. Sent all the required info in and haven't heard from them since. WHERES THE MONEY. Of course they don't want to release any funds out of their "sinking ship" hands. This is why I would say "DO NOT INVEST ANY MONEY INTO THEIR STOCK OPTIONS". You will never see it again....FYI I will be seeking legal counsel. This is not right. Learn somthing from Buffet. | |
| Robert H Brooks | 5/3/12 |
| I have a major complaint concerning the technicians that has been to my house about 5 times to fix my washer and now its knocking so loud you can't stand it. This is how it started. I made a repair app because of a sqeeking noise. A tech came out and said it was a bearing. He ordered the bearing and 2 or 3 weeks later a different tech came out to put in the bearing and he said the previous tech had mis diagnosed the problem. This tech said it needed a whole new transmission. So we waited on parts for over a month and then these same two techs came out together and installed the transmission. Then after a couple of uses the front panel fell off the washer. I then noticed a knocking noise. About 2 or 3 weeks later a different tech came out and put the panel back on. But now the knocking noise is alot louder and its so loud, all you can hear is the washer when its running. And a few minutes ago after a wash, we found a bolt and a piece of metal with a bolt sticking out of it in the bottom of the tub. Plus the techs that installed the transmission left a bunch of junk in my front yard, all the old parts. If sears can't send someone out here thats knows what they're doing, I'll just take my business elsewhere. There is no excuse for but we've been thru with our washer. And now we got to listen to it knocking til the 12th unless it falls apart before the 12th. Any effort on yalls part to give me better service will be greatly appreciated. | |
| Jenny | 4/27/12 |
| I ordered a Bakers Rack online 4/8/12 to be delivered to the Sears at the Mall therefore avoiding additional delivery costs. I received an email stating my order was being processed and I will receive an email when it arrives at the store. I checked my emails everyday and reviewed the purchase order and after 1 week still stated my order is being processed. I contacted online Sears Chat and they are the WORST! The girl told me, oh I see its being processed - well, I could have told her that! I asked if she could research to find out where my item is and pointed out Sears already charged my card which was accruing finance charges without me having the item! She said to me, "I'm sorry but but to place the order we need to charge your card". Ok, unacceptable answer I told her- again I asked her to research where it is and like a robot she told me , "its processing and you will receive an email when it arrives at the store, is there anything else I can help you with?" I just disconnected the chat- 4 days later I still didnt receive anything from Sears(although they had my money)I went to the chat again on Friday the 20th. The agent apologized and told me this is not acceptable and he will escalate-however, it showed processing but then it showed the item was being shipped He escalated and told me I will have an answer in another 5-10 business days! Now we are going on 3 weeks.I sent an email to the Customer Service area and voiced my feelings about this entire process! So Wednesday 4/25 I checked my email and I get one from Sears telling me my item was shipped and signed for on 4/13/12!~!! Are you frigging kidding me???Who signed for it and where was it? I certainly didnt have it!! I called AGAIN and now I am livid- The young girl Shakira helped me out.. she was very concerned and went above and beyond to assist. She found out that the item was sent to the Sears at the Mall not in my name but just to SEARS and nobody contacted me- they were going to send it back today! She had them hold the item so I could pick it up..when I went to pick it up 4/26/12 they couldnt find the item nor my name - finally they found it and it was sent to SEARS without any of my information on it!! I have been a customer of Sears for ages and I cant stand the customer service except for Shakira she belongs with a company that actually cares for their customers- no wonder SEARS is sinking so fast!! I am finished with Sears- will payoff the card and cut it up - I will NEVER buy anything else from them- their customer service needs retraining and coaching on how to handle client complaints- UGH!!!Why cant they charge you for the item when it ships- are they going to refund the finance charges??? NOOOO they told me they wont | |
| Mr. Randolph | 4/27/12 |
| I am a third generation Sears customer and judging from my last experience, I will be the last. At this point I will inform my children, family, friends, business associates and anyone else to not shop at Sears. On April 23, 2012 I brought my SUV in for four new tires and an alignment. I specified 265 70R 17 sized Michelin LTX tires to the service technician. My vehicle was the only one the the shop on this late Monday evening. After more than a two hour wait and 10 minutes after closing time my vehicle was ready for pick-up. However, after inspection I discovered that the wrong sized tires 265 65R 17 had been installed with no alignment performed. The service tech apologized and asked if I could leave my vehilce overnight at the shop so the correction could be made the next day. The mechanic left for the evening. I told the tech no that I had a commitment that nigth and had to be at work early the next day for a meeting and this is a major inconveniance. The tech called the manager who stated that I be allowed to leave in my own vehicle but, not to drive more than twenty miles so that the wrong sized tires could be cleaned and restocked. A discount of $20 dollars on the alignment was offered. The tech promised to drive me to work before 9am. The brought my vehicle in the next morning at 8:15am. The tech didn't arrive until 9:20am. I finally got to work at 9:45am, missing an important meeting. I was called at 3:30pm to pick-up my vehicle at 4pm only to be informed that an alignment couldn't be performed because of a problem with my front suspension. I took my truck to my mechanic who informed me that no problem was discovered with my front suspension. No further discount was offered. I lost precious time for personal and business. I could have gotten these same tires cheaper at Sam's club and been given better service. DO NOT SHOP AT SEARS AUTO DUE TO POOR SERVICE. | |
| Dr. Michael Upton | 4/27/12 |
| 2 hours on the phone and still no answers...I tried to contact Mr. Louis D'Ambrosio, but was told he does not speak to the public...So much for Sears and this CEO, another once company folding because of repeated poor service. If I had stocks in Sears I would cash them out and run. | |
| DENISE WALKOWSKI | 5/2/12 |
| I WOULDNT EVEN GIVE THEM 1 STAR THEY ARE THE MOST HORRIBLE COMPANY EVER, I WOULD HAVE BEEN BETTER OFF GARBAGE PICKING! IF YOU ARE UNDER WARRANTY FORGET IT YOUR SCREWED MAY AS WELL GP BUY A NEW A REPAIR MAN CAME TOO MY HOUSE WHEN HE FELT LIKE IT NEVER CALLED NOTHING OH THEN ANOTHER COMES OUT HE CANT FIX IT THEN A PHONE CALL SAYING THEY CANCELLED THEY DONT CARE THAT PEOPLE WORK WHY DONT THEY JUST GIVE ME A NEW WASHER AND THEY CAN WAIT FOR IT TO GET FIXED BY THERE A&E SERVICING COMPANY I CANT BELEIVE A LARGE CORP TREATS PEOPLE LIKE THIS. | |
| Betty | 5/2/12 |
| If there was a rating with no stars, I would have selected it! We have been loyal Sears customers for over 45 years, but it stopped today. We purchased a new washer/dryer last June and still had time left on the warranty to our old washer. I immediately called after the delivery men left and asked for the additional time to be put against the new washer. Was told that it was applied. Now I find out that the remaining 10 months were not applied. I called today and after talking to 5 different people and giving the sames information 5 times that they were "really sorry" but it couldn't be done. I told them that I would just start writing letters and making calls and was told then that I could have the current policy extended for 3 months, I said not enough. Then after being put on hold while she contacted her supervisor I was given the option of 5 months, half the time they owed me. Again I told her that was not good enough. She just kept "apologizing" and I asked how much the refund would be if I cancelled all the service warranties we were carrying (4 total). She gave me the figures and I told her to cancel all of them. I will never be a Sears customer again for major appliances or at least not take out any extended warranties. We used to live in a big city and it was easy to have things repaired. We moved to a small town and have to wait no less than 2 weeks now and the last time I had my sewing machines sent off for service they both came back with major problems. They were sent off a second time and came back worse. I don't know what is happening with your service department, but you need to make major changes or will continue to lose major customers. | |
| Eric L. McKinnies | 4/27/12 |
| When I found this site, I could not help but to take the time to vent my frustrations with and about SEARS. What the hell is going on with the company? My first clue something was wrong was paying thousands of dollars for new siding which blew off in the first week! Then SEARS wanted to charge me for the repair. I turned it over to my lawyer to handle. SEARS repaired it although with a different shade of siding...go figure. I took my leaf blower to be serviced. It came back "broke"! The latest episode...on April 9, 2012, I took a one year old lawn mower I BOUGHT at SEARS for general tune up. It's April 27th and I can't get anyone to tell me where the hell my lawn mower is. To the Executive Board: YOUR failure in management is why this is all happening. As a Sears customer for some 45 years, I've never experienced such disgraceful service! Your company is failing...wake up! It's probably no wonder why Home Depot, Lowes, Ace Hardware to name a few is getting busier and profitable. SEARS has let their own customers DOWN! By the way, if I was a stockholder, I would have two words for you all on the top floor of your Headquarters..."YOU'RE FIRED"! I have to go find my lawn mower now since SEARS can't seem to. I am truly fed up with SEARS. I DARE any board member to meet or call me. I truly would want you to see the crap job siding on the house and ALL the SEARS products in my home that I have. To treat ME like a simple credit card number is CRAP! | |
| UNSAFE WATER HEATER INSTALLATION | 4/29/12 |
| I bought a Kenmore water heater at the Pearl Ridge, HI Sears with the installation on November 18, 2010. Unfortunately I just found out on April 15, 2012 from the house inspector that the water heater installed by Sears is not in compliance with Hawaii safety code standard. It is a safety hazard and fire hazard. I called the local Sears store immediately at Pearl Ridge, Pearl City HI to have them correct the installation. My call was transferred from one department to another. They gave me a claim number. The Sears representative informed me that Ms. Ashley of their claim department will be contacting me. It's been a week and I am on my third attempt to follow up on my claim with Ms. Ashley, but she is never available. I left messages on her phone recording but she has not returned my calls. I will be making another attempt to contact Ms. Ashley this week, if I cannot reach her or if she does not return my call. My next phone call will be to a lawyer! | |
| Linda Nyholm | 4/30/12 |
| I have been trying to return a camera to have it fixed which with my warranty should not be a problem, however we have brought the camera in to the store 3 and have talked to several managers that keep telling us the warranty we bought is something diffferent than we actualy have. We have been insulted saying we could have cashed in the warranty and they wouldn't know about it and now the camera has been sent back to us from the storeso that we may send it away. We have called to ask where to send it to be fixed (which with my warranty is actually not what we are suppose to do but to appease the horrible, misled store employees we are willing to try) they told us the problem with it is not covered! It actually is but everyone we talk to tells us we have a different warranty than we have. Customer solutions keep telling us what we know and they have been very nice andf helpful however the store employees keep arguing with them also. The store manager herself, Jasmine of Shoppingtown mall in Syracuse NY, was very unhelpful and rotten when we tried to speak to her aboput all this. We waited dor her to call back for a full week and received nothing. I was not aware of the new policy Sears had adopted of ripping off the customer, lying to them about it, and insulting them through the whole process. I am contacting the attorney general and a lawyer if this situation is not taking care of soon. All I want is my camera fixed!!!!!!!!!!!!!!!!!!!!!!!! | |
| Patricia Petrie | 4/30/12 |
| I went to your auto store in Alexandria Va because you were advertising a coupon for oil change. The promised time was 3:00 my car hadn't been taken in by 3:10 so I informed an associate. I waited a half hour then left. You're associates should not make promise times unless they can see them through. When questioned why it was taking so long the reply was we have too many cars to work on and not enough mechanics. I was in customer service as a manager--this is not acceptable who trains your associates ??? This is why there are so many negative reviews on your company. If I had been approached and explained why this service was delayed I would have returned tomorrow instead due to poor customer service I am sending this negative review to you and telling my friends so they don't have this experience. Patricia Petrie | |
| Ninfa | 4/21/12 |
| I have been without a dishwasher for 8 weeks,apparently the technicians are not qualified to repair, or could care less,there have been 5 technicians & have installed different parts & still my dishwasher does not work,have tried to notify a Manager, but there is never one available,they have spent at least $1200.00 to repair a $600.00 washer & still no dishwasher,this past friday they were to show up between 1 & 5pm @ 4pm Sears called to notify they were not coming until next friday so I missed another day of work for a total of 6 missed days of work,but Sears could care less,we are cancelling our maintenance contract & look elsewhere! | |
| Ann | 4/19/12 |
| I am completely dissatisfied with Sears. I am on my SEVENTH attempt to get someone to fix my washer. 3 repairman have come out and have said its fixed and its not! On the 4th attempt, at 5 o'clock repairman still didn't show up. 5th attempt they cancelled because someone called out sick and 6th attempt they SAID they called at 4:45 to say they were on there way but no one called, and they cancelled the appointment. I had just called customer service ten minutes beforehand to make sure someone was on there way. The repairman LIED and said he called. I have never heard so many apologizes in my life without someone doing something constructive to help. My next phone call is to a lawyer to get my money back! | |
| Alyssa Portrey | 4/20/12 |
| I have had nothing but horrible experience with Sears. We bought a dryer from Sears about a year ago. It came with a 1-year warranty. I got a letter at the beginning of this year asking me to renew the warranty. I worte a check in February for the amount requested ($37.09) and I called a little over a week ago to confirm. They have not yet cashed my check. I was told that they never received it. I asked if we had the warranty and we do not. I asked how to fix that and I was told I would need to pay $108 to renew the warranty since it is passed the allotted time of the letter that was sent to me. I told the customer service rep that I will not pay triple the amount when I already wrote and sent a check. Then I got hung up on. I called back several times explaining my long detailed story and I kept getting transferred. I got transferred about 10 times. Then, I finally got a rep that I asked to write in my account that if they receive the check I sent to mail it back to me so I would not get charged twice. I would send a new check when I received the new invoice for the $37.09 that I was originally quoted. He said the amount was now $38.21. I said okay, send me an invoice. I got his employee number. I thought all was done. I came home from my day off yesterday and there was a message on my voicemail that said that a technician is scheduled to come out the next day at 8am. I never asked for a technician. I called them as soon as I got the message and she looked up my account and said the systems were upgrading and I would have to call back the next day after 8am which is when the technicians would be there. I said "NO! That would defeat the purpose!" She said she would cancel it for a fee since I did not have the warranty. I told her I am writing a letter to the Corporate Office. I asked for her employee number and I told her to cancel with no charge. Sears has complete idiots working for them and there is no such thing as sears customer service. It is customer no service from what I have experisnced. I am never ever buying so much as a 25cent keychain from that awful place! | |
| SSKS | 4/20/12 |
| I am a NYC customer, and I will say the company is really s**ks. NEVER EVER purchase the Purchase Agreement anymore. It sounds great, when I try to used it, it cannot used anywhere. First of all, you can NOT buy online; Second, the store employees lack of training, and only want to sale. In their policy said that they will match the price with competitor. When I am found a local store has the same model for cheaper, and I asked to have price match along with my PA cert, the person said I cannot use it. the PA cert is a store credit, I have been told that I can used in any sears. the support said that sears will cover shipping, installation and dispenses, but the employee kept telling me that it is NOT cover under the contract. It is really frustrate. It means I cannot purchase online and the store wont allow me to use PA cert, and the cert can ONLY buy the washer. It means I have less than 25% of chance to use PA credit. BUT, the credit is my money. It is pretty much equivalent to cash. With all the restriction, I can NO LONGER be sure if I can ever use the PA credit any more. I consider it is Freud. Incorrectly direct your customers without telling the details. The worst case, I didnt received any policies and not given any web pages that I should read in details. That is cheating. | |
| 45 year customer | 4/20/12 |
| Sears, Your company doesn't only not care for customers, but also very crooked company. Are you in with the CITI credit company. We will now be watching on how you say that you will look into a transaction that was not ordered by the customer and by making customer wait for months for an answer. But when you write customer saying that you can not help them and charge them $35 a month while they are shure that you want charge them for something they don't have make them pay the bill plus the four months at $35 a month. How many thousands of customers are you doing this to with CITI helping. One hundred customers for ONE month is $3,500. Now tell me that Sears is not crooked and does not care about any customer. You know your company is going down and WILL do all I can to speed it up. But the crooked money you are getting off customers will cause it to take a little longer for you to sink. Will never be in any Sears store again. five star is for being smart enough to do the crooked things to your customers, because all the money your rolling in is not money we spent at sears. x customer and 25 year x emp. | |
| SSKS | 4/20/12 |
| In additional to my previews review, I think you should start to train your store employees, especially what is so-called CUSTOMER SERVICES. None of your employee want to take one step up to try to solve the conflict and boost up the sales. In my situation, if your employee cannot make decision, she should escalate to her manager or the dept. who have the authority to make the decision, and solve the issue right there. If your customers are satisfied with the answer, then they will buy and they will come back. Like today,I am planning to buy, but end up walk out with disappointment. Honestly, with my salary I dont have to care about the $100 different. I really care about is your employee has NO "CAN DO ATTITUDE". In nowaday, it is very easy to find some good employee. If I am the manager on the floor today and I saw this case, I will fire all 3 employees, sales + the supervisor, because none of them are capable to nail a sale. Although it is not a big case, but it worth $1000+. The bad things, it gave me a very bad impression. I am pretty sure, my entire family + all my friends won't use your services or buying any products from your store any more. As what I read on previous reviews, I think Sears, you really need a good luck if you are continue with some employee who just standing there for regular base pay check. | |
| Jeana Hill | 4/16/12 |
| Just writing to let you know I will never purchase a Vacuum from your store again. I will not be purchasing any appliance there from the treatment I recieved. I bought a Vacuum and brought it back twice in the 30 days because the Vacuum wasn't working and pieces broke. I have since brought it back to the repair center where there was a two week wait , along with anouther week delay to get a part, having pets this is not an option to not have one available for that time period. Recently I brought the Vacuum in again it wouldn't turn on at all. I went to the repair center and they said it is a week and a half out to get it repaired. I said let me see what the appliance depart me can do for me. Well we are closing and we can't wait for you to see what they , so you will have to bring it in tomorrow because they will just send you back here. I wanted to see if there was something I could work out with the appliance department only to hear there is nothing we can do for you and being sent back to repair which is now closed and I am suppose to make anouther trip in tomorrow. The Employees were rude and I got the attitude of there is nothing we can do for you .. You buy the Warranty thinking it will save you money and that is just not the case because I will now end up buying a reliable vacuum at a place where they can Accommodate and not make me wait weeks to have a working product. I have never been to a place that have been so unwilling to work with me and not even being able to try and work something out . My Impression of your store is not good and if asked by someone where to get a vacuum or appliance I would not recommend your store. Sighed, Very disapointed | |
| DONNA | 4/17/12 |
| I really wanted to write a personal letter via snail mail,but cant find adress. anyway I have been a sears customer for many years, I am so sorry to read how bad service has become. I went to the sears at the mall I walked thru the store , very few people there. I saw 2 sales girls in jewelry, i in perfume, 1 at check out, no one in womans ,lingray mens, childrens ,1 inteensection. no one approched me asked if I needed help nor spoke or smiled. I relize were in trouble in this nation,but what has happened to people at work, they have a job , they are lucky, where is their work ethic, common courtsy. I did not go to the appliance and tool area, though there seem to be a lot ofcomplaints from there. your letters to adress this are a mere bandage, action is the answer . I REALLY hate to see what has been a wonderfull store fail, I get better service at your K-Mart stores. also in womens clothing section there was such a stong oder of moth balls it was hard to breath, only one section. PLEASE DONT GIVE UP DO SOMETHING. GOD BLESS YOU | |
| Pamela Clark | 4/17/12 |
| I purchased a vaccum cleaner from the New Hyde Park store in New York in September, 2011. After owning the vaccum cleaner for seven months, I noticed the dirt was not going into the dirt cup and the motor was hot. I returned the cleaner back to the store and it was sent out for repair only to come back with the same problems. When I spoke to the manager in the repair service, he states that the machine was fixed and checked over and insists the vaccum cleaner works. How can it work when the same problems still exsist. I feel as though they just took the machine, put a tag on it and sent it back to me in the same condition as I gave it to them. Called Corporate and spoke to a young man who was of no help at all. I am taking this vaccum cleaner back and asking for my money back. I have noticed that Sears products do not stand the test of time anymore and I now understand why they are closing so many of their stores. Poor products, poor customer service, just plain poor. | |
| T. Dangerfield | 4/17/12 |
| I am extremely frustrated. We purchased a washer/dryer from a local store along with a stacking kit. The washer/dryer was delivered today but no stacking kit was included. I told the driver (Ernesto) that we had indeed purchased it and showed him the receipt. I called the store and they said they didnt have one in stock so I asked the driver (Ernesto) if he could wait while my husband went up the street to Home Depot and purchased another stacking kit. The driver (Ernesto) said he could not wait because he was hourly but that all I needed to do was call back when I got the kit and they would send someone right out. I asked him "they will send someone out today?" He said "Yes, they will dispatch someone within a few minutes." and He(Ernesto)called the Delivery Care Team and reached (Phoebe) he informed her that the stacking kit was not on his form. I then asked to speak with Phoebe and asked her if she could go ahead and dispatch another setup team since my husband was on his way to get the stacking kit. Phoebe said she could not because we had to physically have the stacking kit before she could setup another appointment. I hung up with Phoebe at 11:33am cdt. The driver (Ernesto) did not complete the setup- He never hooked up the washer and of course the driver since it was supposed to be stacked...I called the Delivery Care Team back at 12:33pm and spoke with Sofia and told her that we had the stacking kit and for them to send someone back out to complete the setup that we paid for. She placed me on hold for some time and then came back and said she had reached the team and that they would be calling me to give me a window of time for the setup. After several hours of waiting, I called the Delivery Care Team back and reached Jayzee. I explained the situation to her she put me on hold and said nobody would be coming because the delivery team was now behind schedule and they had orders to fulfill for "their customers." I told her they needed to send someone back no matter what time because I had taken off work to be here and cannot take off again I was "their customer" first and my order had not been completely fulfilled. She said it was not "our problem that you did not have a stacking kit." I asked her whose problem it was, because it certainly wasnt mine and I bought it. SHe said "maybe the store." First of all, who are these people that you guys have answering the phone and where were they trained to talk to customers? Second of all, what happened to servicing the customer? That's what customer service is-not just anwering a phone and telling the customer they are SOL because another group within Sears didnt do their job. I told Jayzee that she needed to get on the phone with the delivery team and find someone to come out and set this up. Ernesto, the driver had already informed me that it would only take 20 minutes and I dont care how behind schedule they are, there was surely someone in my area that could take 20 minutes and do the job that we paid for. She very nonchalantly said "I've already told you they aren't coming." I told her to find me a manager. The manager happened to be-----Phoebe! I said Phoebe I spoke with you this morning regarding this issue and you said you spoke to the route drivers and someone would be calling me and then coming by today. She didnt want to address that and said she didnt have any notes that she had spoken with me. She then went on to repeat what Jayzee said and I told her that Jayzee had said it wasnt her problem or her fault, she said well maam I dont know what else to tell you. I told her she needed to tell me that someone was coming back out today to do the job I paid for! She said they had other customers and couldnt come back out for 2 days which would be on Sunday. I said 2 days? Sunday? Today is Tuesday and 2 days from now is Thursday! Again, I ask who are these people that either dont know how to count, or dont know what the current day is? When I pointed this out she said well Sunday. I said they could send Ernesto or whomever back out to pick it up on Sunday because I didnt want it and I'm not waiting until Sunday after they LIED and said someone would be back today. She then placed me on hold and said she would try to contact the Warehouse. After several long minutes she said she didnt get the Warehouse but she didnt find someone that said they would be out tomorrow morning. By that time I was already on another phone with Laura at Sears Customer Relations (800-549-4505). She verified that she saw a delivery date of tomorrow (4/18/2012). I asked her who I could call if they did not show up again because not only would I not be keeping the washer/dryer but somebody from Sears was going to have to pay me for taking off a 2nd day of work due to their mistake, treating me like my over $2100 purchase was peanuts and telling me that it was not their problem that there was a screwup within the logistical chain. She said I could either call her group back or call 800-479-6351 which is Customer Solutions. I am beyond frustrated with Sears right now and it remains to be seen whether this will even be resolved tomorrow. I do know that I'm losing money by sitting here all day today and again tomorrow and I still do not have a functional washer and dryer. This is beyond unacceptable and I want this issue escalated to the corporate level so they will know exactly who and what type of people they have working for/contracting with them. | |
| Sears Cares | 4/10/12 |
| Dear Anita Gonzalez, My name is Stephanie L. and I am with the Sears Social Media Escalations team, we would first like to apologize for the oversight concerning your spare tire. We would also like to apologize for the manner in which your repair was handled. Unfortunately our repairmen are unable to carry all parts on the service trucks; however missed repair appointments are never acceptable. 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 appointment 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 Anita Gonzalez 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 | |
| Sears Cares | 4/10/12 |
| Dear Clarence, My name is Stephanie L. and I am with the Sears Social Media Escalations team. I have just read your post and we would like to apologize for all the frustrations surrounding the delivery of your Nordic Track Elliptical. We understand your time is valuable and the continued rescheduling for the delivery can be distressing. We are especially sorry for the way our retail associates handled your issue. We expect our associates to build customer relationships, and it does not seem it happened. 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 elliptical 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 Clarence 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 | |
| Sears Cares | 4/10/12 |
| Dear Ella Allen, We are truly sorry for the poor experience you have encountered concerning the delivery of your refrigerator, range and microwave. We are especially sorry to hear that the order itself did not transmit correctly through the system. We appreciate your patronage and understand your frustrations; we would like to further speak to you concerning your 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 and the phone number your items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name Ella Allen 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 | |
| Sears Cares | 4/10/12 |
| Dear Sorry I EVER Shopped at SEARS! NEVER AGAIN, My name is Stephanie L. and I am with the Sears Social Media Escalations team. I have just come across your post and wanted to reach out. We are truly sorry for the frustrations you have encountered with our customer service. We entrust our agents to build customer relationships with our customers and it does not seem this has happened. We would like to contact you and speak to you further concerning not only what has transpired, but to also look into what it is exactly you are having a difficult time returning. 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 your items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “ Sorry I EVER Shopped at SEARS! NEVER AGAIN” 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 | |
| Sears Cares | 4/10/12 |
| Dear jim burke, Please accept our apologies for the poor customer service you have received, not only with the poor explanation concerning the difference between internet sales and retail sales, but also for the inappropriate delay in service on your vehicle. We would like to look further into this. My name is Stephanie L. and I am with the Sears Social Media Escalations team. 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 appointment 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 “jim burke” 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 | |
| Tim | 4/12/12 |
| I would like to know how much sears spent on the ad campaign for lowest prices on appliances. Only to have such a poor appliance team in the Dulles va sears store. When you walk in they are like sharks. My wife was ready to buy a stove. We looked at them and the sales associate was very eager to move on to a new customer, he was shocked when she said she would take this one. I went on to get a $50.00 frig filter, when I came back to my wife, we were leaving without a stove. The sales associate was belligerent to my wife forcing her to buy the warranty on a gas stove. He kept asking her why wouldn't you buy the warranty. She kept saying she did not want it and he kept forcing it in broken english. We went to home depot who had the same price and did not have a 179.00 fee for delivery. Sears needs to learn from home depot as they were so nice in taking the time to make us feel comfortable on a purchase and installation. The best. The 4 year old kenmore refrigerator ice maker broke on the push to dispense. The part is on the outside of the door and can be removed with four screws. Problem is sears does not sell just the part, you have to buy the whole door. OK, door is $687.00 and get this, no longer available anyhow. There products, service, and sales are so far off. You really need to take half your ad budget and work on training employees. | |
| Perplexed | 4/12/12 |
| Face it Sears: You are a big-box chain store in a big-box industry that has to rethink smarter, wiser and more efficient. Instead, you have driven your customers elsewhere because you have dropped even a pretense of empathy for your customers or the trouble that you cause them. You can't fix this with marketing alone because the facelift merely hides the blemish that is caused by the cancer underneath. Get economical radiation to kill the cancer that has killed your customer service from the top tier of management all the way down to your lowly sales and service crews. You have to fix that before you can worry about anything else. | |
| jim burke | 4/6/12 |
| today I went to the sears auto store in pembroke mall virginia beach va. I purchased two tires for my vehicle. I showed the sales person the internet page from sears explaining an additional $20 off when purchasing more than 200 dollars in tires. He told me he was not the internet and would not honor the difference.I also showed him that the tires were less on the internet than the store. again he said I am not the internet. I was told the car would be ready in one hour, when i returned the vehicle was sitting on the lift and hadn't been touched. Mind you I was one of the first customers of the day. The mechanic was sitting around with his friends talking and answering his cell phone. when I told the salesman what was going on he said he could not tell the mechanics what to do.Only after I spoke to the mechanic did he begin changing my tires. total time over two hours. I will never use sears again especially when you advewrtise a cheaper price and in fact that wasn't honored by the sales dept. | |
| Barbara | 4/5/12 |
| On March 20, 2012 my husband took our SUV for an oil change. Thereafter, on March 31, 2012 I seen oil on my car porch. I could not believe my truck was leaking oil. I waiting a few more days to watch waht was going on with my truck. My husband did not believe me when I told him that the truck was leaking. The first thing he said is that "Sears are going to fix that leak because they are the only one who does the oil change. In short, I call a Sears Manager on yesterday April 4, 2012, to discuss what was going on with my truck. She tol me to bring the truck in to get it check out. Thereafter, I took my truck and when I arrived at Sears in Lawton, Oklahoma I spoke to the manager there who name was Gary. After I told him what was going on. Later on, after Gary check my truck out. He accused my husband and I of tampering with the oil seal and then later on, he call me and told me the oil pan was damage. Also he told me that if my husband and I purchase the oil pan, he would cover the all the labor. Gary mad excuses for his workers wrong behavior that was their responsibility to fix what his workers broke. Also Gary false accused my husband and I on something they were at fault. My family and I are very disappointed with Sears service and management department. | |
| Mrs. Frustrated and Angry | 4/5/12 |
| They have the worst customer service ever! I understand that everyone is trying to make a buck and times are hard but here's the deal people dont offer rewards programs and coupons to get people in your store if your not going to allow people to use them! You might also want to train your employees so that they are all informed on the policies and procedures. I spoke with 3 different people and received a different response from each one which ultimatly resulted in a "yeah we can't help you" and I was hung up on....BY THE MANAGER!!! I'm cutting up the credit card that I have with them and taking my business else where. There are a ton of places out there that know how to treat their customers and appreciate their business and those will be the stores that I shop at even if it does cost more!! | |
| Sorry I EVER Shopped at SEARS! NEVER AGAIN | 4/5/12 |
| Sears has GOT to be the store from HELL!! And, their sorry excuse for Customer Service is even WORSE...rude, arrogant smart-@##es who couldn't care LESS about customer satisfaction!!! They read from "scripted" windows, and EVERY time we've called, it's a repeat of the EXACT call we had before!! We have been mentally and emotionally drained from having to deal with Sears for FIVE DAYS! The store we purchased from said "just bring in the receipts, and we can take care of this in a few minutes." That was FOUR HOURS. Then came NINE HOURS of arguing and being passed from one department to another on Monday. Add to that, another trip to the store where we were LIED TO about a replacement product, which we came home and researched. Then, add MORE TIME WASTED on calling to demand our money back, which we've been told is "just not going to happen". Today is Thursday, and still no resolution. I guess Sears thinks customers have nothing better to do with their time than to stay on the phone making endless phone calls. This is supposed to be our Spring vacation time, and it has been ruined thanks to the ABUSIVE RUN-AROUND that Sears has put us through!!! And the problem is STILL not resolved!!! We can't sleep; we're drained each day; and, our heads are throbbing!! Maybe they think if they wear you down enough, physically and psychologically, you'll just go away!!! Don't call Customer Relations, because THAT'S where your nightmare will begin. Oh, and the Escalations Department is actually a code name for "We just agree with everything you say before we pass you on" Department!! Satisfaction Guaranteed?? Not HERE. Sears is all about guaranteeing satisfaction for SEARS, and SCREW the customer!!! So, they sell you faulty, if not defective, products and then refuse to refund YOUR hard-earned money, or give you pure HELL over adjusting the cost of a comparable replacement (we're talking 100-200 dollars difference)!!! But, wasting OUR time, which is valuable to us, doesn't mean a D@##ED THING to Sears!! We have called the Corporate Office (IL), repeatedly, and are STILL waiting for an answer!!! I not only understand WHY Sears is going out of business, I can't understand why there's not a class-action LAWSUIT against Sears!!! Giving them ONE STAR is too much of a compliment!!! Sears??? After being a 30-year customer, NEVER AGAIN!!!!!!! | |
| Ella Allen | 4/5/12 |
| I purchsed a frige, range, microwave on Feb 26 and as of today have not received them yet. The first delivery date was March 16 on that date on appliances when calling the store I was told order did not transmit had to re order would be delivered on the 6 of Apri get a call on the 5th wrong zip code entered would have to be re rang and a new delivery date scheduled. I have never had a problem with kitchen appliance but after this nightmare I will not ever order anything from Sears again | |
| Clarence | 4/5/12 |
| The worst shopping experience in my life was at the Sears retail store in Newport News Virginia. Still I am currently dealing with this issue. A few weeks ago, I purchase a NordicTrack elliptical E9.0. My first shipped date was delayed, so I contacted the store and spoke to an assistant manager. It was humanly impossible to speak to the store manager. The assistant manager (Justin) filled me with a lot of empty promises; I was given another ship date. As the next shipping was approaching, I planned in advance to take off from work, so that someone will be home for the delivery. So, on the day of the delivery, I call the store just to make sure everything was in order. Not knowing that I was almost in for another delay. Justin stated, “My order was not in stock”. Now this was my delivery day. Plus, I took off from work. So a few minutes later, Justin called me back and said that he found one in the back. But for some odd reason, it did not show up in the computer. I had to wait for an assembler to arrive so the elliptical can be put together. At the point, I was so frustrated and ended up talking to another assistant manager. Yvette assisted me up to the point of my in store delivery. It arrived to my home about 6PM that night. So, I never got a chance to try the machine until today; however, it never happen because the machine had a loud knocking sound in the motor. Had to call sears again… This machine cost me over a thousand dollars. Need I say more??? | |
| Mrs. Stein | 4/3/12 |
| I attended a Sears in Memphis to apply internal customer, I am an external customer as I shop there often. There was is a nice Manager by the name of Demetrius that I shop with often, by the way---he gets a 5. However, Odessa in Human Resources was terrible---I waited for an eternity and was asked all kind of personal questions that had nothing to do with the management position I had applied for, she told me about her health, asked if I were married, asked if I knew her sister---I am in my thirties; this lady is in her late 60's. Anyway after waiting so long--I left and when I returned I was told the Store Mgr told me to go home and apply on the intranet your internal system when my application had been filled out. I then proceeded to leave and asked for the GM he came down and told me I could apply in the store, but they were unsure of the process, since he had been with Sears forever. Odessa just does not know her job and is breaking employment laws by asking off color personal questions to people of other racial decent. I am going to call the department of labor and eeoc. This is unbelievable--and a horrible representation of Sears companies every where. | |
| randy | 4/3/12 |
| before any one spends a dime ,go somewhere else.........sears has screwed me for the last time.new lawn tractor 4 hours of use now sounds like the whole pulley system is coming from underneath. techs 2 of them cannot figure out problem.techs ordered some parts saying maybe will fix problem ... they don't know for sure....i have talked to corporate office louie its like talking to a wall ....they care nothing about the consumer once they get your money...its been 2 weeks. they say having problems with vendors...not my problem.. sill my lawnmower sets $ 1331.46 paper weight.. no promise of anything yet. still my lawn grows. i gave sears some free advertisement yesterday at the mall...i put signs on my trailer that said ( sears screwed me . are you next?they had police try to arrest me for criminal trespass....i was issued a warning ... for free speech this is how sears will do you .....instead of doing the right thing .... i have written enough tired of writing ....wasted enough time with sears...oh by the way this was bought at southwest center mall in dallas texas | |
| Anita Gonzalez | 4/2/12 |
| They do not deserve even a star! We took credit to buy a Craftsmen lawn mower a year ago. Next purchase at auto, to check my spare tire to see if it needed air or to be replaced Also to put in a new battery. Rep charges for tire fix only to leave my spare flat and never told me. We I needed to change the tire and use the spare.... you guessed it, FLAT. Then service for my LG washer,repair comes out a little late outside of the windowed tuime slot, tells me my part is not on his truck but 13 miles away on anothe SEARS truck, Too lazy to get it, he said he would return on Monday with the part. Charges me service fee and labor.3/4 of the total cost of the repair. Monday comes, I'm waiting to no avail.I call SEARS andsurprise they tell me that he would not be coming as he said. So he lied! They scheduled a date almost a week out although they have my money! So empathy for the customers, just money driven. The manage going by the name "Necey",said they she would only reture my cost for the part , not the service call fee. I'm st uck with SEARS on their term or I'm out of the money. I wished I had called another relaiable company. I will be canceling my account with them as soon as this problem is resolved. Everyone should read these reviews before selecting a service company. I never expected things would be this bad. | |
| Abused Cashier of sears.. | 4/1/12 |
| On March 29th 2012.I walked out of my sears job..Im 47 shopped at sears most mylife.When sears actualy cared for customers and people.I have seen some very shady things.As a cashier your treated like dirt.Thanks to sears good employment i'm disabled in 1 foot.I feel for all you customers I really do.Cause the good associates get treated badly.So if your treated badly you should see how thyey treat there employees.I was yelled at for calling for a managers approval to make a customer happy.Over and over.There was 4 MCAs working in the mens and kids.And no one could be found.I'm in a permanent brace now.I was told I need to keep paging MCAs by name..But they all was on break or 1 was on her cell phone.Then at 1 point the ASM came outed me out in front of customer that I walked out.Sears don't want good employees.Plus was made to stay an extra 30 minutes they say to clean.But in real cause teenagers come in late.I bet my work comp will never come in they jack the customers and the employees.Sears in Independence center is poorly ran. | |
| Barbara Phillips | 3/30/12 |
| It took me over 3 weeks to get an appointment with Sears through American Home Shield to fix my built in Microwave. The appointment was between 1 pm & 5 pm and they were supposed to call me the day of the appointment, which was a week away to let me know exactly what time the service person would show up. The morning of the appointment I prepared veggies to be put in the pressure canner but waited to pressure them until after the appointment so the stove would not be hot for the service person. At 3:30 on the day of the appointment I had not heard from sears so I called to verify they for sure was coming. The person answering calls said he would check with dispatch and has them call me with a time. About 3 minutes later I got an automated phone call informing me my appointment had been canceled and for me to call to reschedule. I called to reschedule and needless to say I was not a happy camper. The appointment they gave me is a week and a half away! They said dispatch had overbooked the service which was coming from Houston…Do you believe that? I don’t! I ask for a local number so I could voice my dissatisfaction but he said he was not allowed to give out that info. All I can call is a call station out of state and I might get someone in the United States or someone in the Middle East! The rescheduled for a week and a half away from 8 am to 12 pm only fro an automated call to tell me the tech. was running behind AGAIN and it would not be until between 12 pm and 5 pm for him to arrive. I have been over a month now trying to get my microwave fixed. This is ridiculous. I am not happy! My time is as valuable as anyone’s and I have been given the runaround with this repair. | |
| Eraina Smith | 3/29/12 |
| March 29, 2012 Dear Sir / Madam: It is with sincere regret that I write this letter regarding my experience with your company. On February 23, 2012 I called to schedule a repair for my microwave. Needless to say, my range, refrigerator, microwave, washer, dryer, central air unit and furnace are all insured with Sears. Three service calls were scheduled and missed by your service repairman. Please be advised that several calls were made during the appointment dates before I learned that the appointment had been cancelled or rescheduled. On the last date (3-10-12) I waited all day to be told that the service man would simply order the part without coming out. I was in disbelief....I wondered how it was possible to order a part now and not 3 appointments ago. After speaking with a dispatcher manager I was told the repairman would in fact be coming out.....Needless to say, he never showed. During this ordeal I was promised 100 gift card by Vincent when the first appoint was missed. I was then promised a second gift card for 150 when the second appointment was a no show....and after the third I was promised a 250 gift card by Jerry, the manager. He assured me that the total amount of gift cards would be 500. However, today when I called I was told that Jerry was no longer with the company and that the gift cards had been returned. The representative went on to explain that it was for 250 not 500. This was simply appalling. Could it really be possible. I repeatedly spoke to Jerry regarding my ongoing problems with Sears. He assured me on a conference call with Sears merchandise that the total amount of gift cards would in fact be 500. When I phoned today your representative advised me that it was noted but she didn’t have the ability to enforce what was promised. I was transferred to a manger by the name of Gill who informed me he would send 200 out but he could not honor what Jerry had promised me. I advised Gill that the promise should be kept seeing that it was in writing. In addition, I requested a number of the CEO and a letter of apology. He provided me with a promise that he would send a letter of apology....but nothing else. I would like to be contacted immediately regarding this situation. I would also like to be given what Jerry promised. After all, I did not request it...he offered it. Regretful, Eraina Smith-Stampley 708-351-9517 | |
| Lola | 3/28/12 |
| My grandpa has been with Sears for over 42 years. He is now 89 and by himself. I have gotten to where I have to help him pay his bills. I noticed his bill said promotional offer 06/15/11 $1313.13. He had no idea nor I what it was. I called and they claimed that he did a balance transfer to pay off another bill since it had a mastercard logo. I said NO he did not, he had no other bill to payoff. I was sent to a manager who was arrogant and he said that it was a promotion they offered and my grandpa needed to opt in or opt out within so many days. First off when you look at their bill 2 pages there is so much crap on it that is unnecessary if it was on there you could not see it. They claim it was to get at 6.99% rate and since he did not opt out they just add it to your bill. No phone call, or nothing, that just do it. This has made his bill go so high that he can't hardly afford the payment. I told them they were just stealing from the elderly because they target the ones that have been with Sears for many years and are on a fixed income(social security). The manager would not buldge, said he couldn't, I told him he did not want to and he did not care. All he would say is that he could not elaborate on that. Sears is a crook and they don't care about you as a person at all. I hope they close every store they have left. They are definitely con artist and will raise your bill anyway they can. There customer service sucks and so does management. | |
| Laura | 3/28/12 |
| I am enrolled in the Master Protection Plan for my Sony Bravia television. This is the 2nd time I've had the issue with my tv. While I realize it's Sony's issue on what's going on with the tv, the struggles that I've had dealing with Sears Customer Service has been more difficult both times. The first time I was told my tv would go into a repair shop for about a week and if they couldn't fix it I would be able to pick up a replacement tv at Sears. After 2 months of them not giving me any information and me being without a tv, I finally became one of those customers that called every day to speak to a manager who finally resolved my case. My replacement tv that I got in 2009 is now doing the same thing. This time a repairman came out to my home on March 9th, 2012. He advised me that the tv cannot be fixed and that someone would be calling me within 5 days to give me an approval estimate to go to Sears to pick up a new tv. After a week of not hearing anything, I called on March 19th. After being transferred 3 times, they told me my issue was submitted on March 16th (1 day after I was already supposed to have been called back) When they didn't have any reasons on why it took so long to submit my issue or how much longer it will take the rep decided to transfer me to Sony technical support who had no clue who I was, what my issue was or even saw anything on file for my issue. She offered to sell me a $125 refurbished tv. I clearly stated no thank you and called Sears back again. After being transferred 3 times again, I was told my issue would be escalated to someone after my request to speak with a supervisor was denied 2 times. On March 21st, I received a call from a Sony rep who advised that they received my issue from Sears and told me that they would be sending me a refurbished tv as a replacement. I stated that is not very fair being that the original tv I bought was $700, then my replacement being $500 and now I'm getting a used tv that is worth just over $100 and will probably end up giving me the same problem for the 3rd time. They advised me to contact Sears again. On March 22nd, I contacted Sears again, transferred 3 times (and yes I followed the correct prompts each time I called). After getting to the "escalations" dept. the rep advised me she would contact Sony. I advised that Sony cannot help me and I just spoke to them. This needs to be confirmed within Sears or work internally with Sony. I requested to speak to a manager again twice, and denied again. The rep. advised she would send to the district office to try to get an approval on getting an estimate (like I was originally advised on March 9th) and that I would receive a callback within 2 business days. After not getting a callback again after 3 business days (March 27th) I called again and was told my issue was still pending. Had no details on timing but it would be escalated. Tomorrow (March 29th) will be 1 week exactly from when I was told I would get a callback within 2 business days and I still have no information and a broken tv. I am highly frusted with the customer service, the timing, the process, and unwillingness for someone to take control of my issue to get it resolved. Starting tomorrow I will be contacting Sears on a daily basis and will continue to escalate to whomever. The master agreement plan is a great program, however the 2 times I've had to deal with what you would think would be a simple issue has been the most frustrating situation ever. | |
| Don H | 3/29/12 |
| I called for home service on my lawn tractor and was connected with a foreign call center that did not have a clue on how to speak English and answer questions. The person could not understand English well enough to understand ANY requests. Due to the lack of English skills of the call center I was barely able to make an appointment for 800am until 1200noon and specifically requested as early as possible in that time frame. I am waiting for the service truck and called Sears because the time frame is almost over to see when they would arrive. I have a business appointment and can't sit here all day waiting for the service guy. I finally got through to an English speaker and found out the service guy is running late and would arrive AFTER the agreed upon arrival time and that meant I would have to break a business appointment and loose money if I waited on his arrival. They offered another service date of 12 days from now but that is too far away and I will be on a business trip. The lady said that if I could not wait for the service guy and I was not here when he arrived they would bill me anyway even though they would have done NO WORK. I reminded her that Sears failed to fulfill their part of the contract for service so I would NEVER pay for work not performed. It is their fault they are late. I called Corp HQ and got a guy that was rude and not concerned. Sears used to be one of the great American companies. Now it is a FAILED waste of time that will soon be out of business due to the loss of customer service. GOOD RIDDANCE to SEARS!!!! If you work at Sears your job is going away because of the poor performance of Sears Corporate and their BAD business decisions. | |
| Scott | 3/21/12 |
| 21-Sep-2011 We had a delivery from Sears Outlet store, nothing fantastic, one of those tread mills. The delivery people scratched our wood floor (did not use blankets, or mats when moving the tread mill...go figure). Okay, call Sears who gave us Wade Edwards 8203 Water Tower Dr, he said go ahead have your floor person fix the floor send us the bill. $350 bill sent to Wade Edwards, waiting on proof of check sent out by Wade Edwards. Call Sears Outlet again, they now give us to their insurance office 3/3/2012, claim # 12022451300 a mr. Scott Linguist (866) 352-1521 x50958 who says call 3PD Mike Bar (315) 453-9727. Okay it is now Martch 21, 2012, no payment to the floor person has been made. We are fed up with this method of us calling part x, then y then z. Either Sears lives up to its damage claims or it does not. Next letter will go to corporate as well as better business bureau! No parties mentions above return calls! The bill is still outstanding for $350 in repairs Chris Muscara would like to be paid for the work he did (there is another subject, but no sears related) | |
| Sears Cares | 3/20/12 |
| Dear SUZANNE, We are very sorry for the frustrations you have been through surrounding the purchase of your Kenmore dryer. We are especially sorry for the poor customer service you received. We do entrust all our associates to build customer relationships, and this type of manner is never acceptable and it will be documented. My name is Stephanie L. and I am with the Sears Social Media Escalations team. I would like one of our dedicated case managers to contact you in order to look further into this. 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 number your dryer was purchased under and we will call you directly. Also, in your email, please provide the screen name “ SUZANNE “ 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 | |
| Cliff | 3/20/12 |
| I had a repair person come out to our house and they were very friendly and ordered the part needed. The problem I had was cancelling the part and the service to replace part. I called the number provided and they took all info and stated that they would cancel appt and part. About 3 days later I received the part and was charged. I Had to call to get product returned and they asked if I wanted to cancel install. I stated I already did and the lady said well it looks like it is still set up so she went ahead to cancel. 3 days later, I received a call that the service person was in my yard waiting. Needless to say they are the most disorganized company I have ever worked with and I am not surprised they are struggling as a company. Very disappointed. I think company is good but they have a huge mess with their service center connumication. As you read the other comments it seems to be a big problem. | |
| Stephanie B | 3/20/12 |
| Brought my car into Sears Auto for an oil change a couple months ago, also had a headlight replaced and alignment. Last week my check engine light came on. I find out there is NOT a DROP of oil in my car, and this is only 1500 mi after my last "alleged" oil change at Sears. I put a few quarts of oil in the car and the engine light went out. Today I took it back to Sears to actually get an oil change, and my check engine light came back on. I explained that they must have forgot to change my oil the last time I was there (they never put a sticker on my windshield, either), and that my check engine light is now on. They did an oil change today but said they could not do diagnostics on the check engine light. So, then the woman tells me they are not charging me for the oil change since they forgot to do it. All of a sudden her manager calls her into the office and yells at her. She comes back and says "oh I was mistaken. my boss says they did do the oil change last time." So I asked to speak to him, and asked how in the world my car could have not a drop of oil in it after 1500 miles. He said "well you have an older car and it must burn oil. why don't you learn to check it?" SERIOUSLY? then I asked why the woman told me they forgot the change it and why he yelled at her for telling me so, and he replied "oh, she was mistaken. another car came in and we couldn't change it because there was no oil in the car." I said that didn't make sense, you would still obviously put oil in a car that had no oil. And how exactly would one confuse my car that did not have an oil change with another car that they did not change the oil??? Obviously they were covering up their mistake, and were extremely condescending to boot! Furthermore, they refused to do diagnostics for my check engine light which obviously came on because they did not change my oil! My car is probably toast now! My job is 45 mi away and I have no way to get there. Their manager is supposed to contact me, and I am letting him know I most likely will sue. | |
| Norman | 3/19/12 |
| The rating is for Sears products and service, I presume? One star or less. I went for auto repair work this weekend, got the quote, accepted it and went to pick up the car the next day. Turns out my Sears "premiere" credit card was maxed out, (at $1100.???; that's my "premiere" limit after over 20 years with this company?,) and after almost an hour of standing on the phone, (mostly on hold,) with credit central I'm first denied an extension of the credit limit and then told I'm being allowed 33% over the total credit limit... which did not quite pay for the repair work. I was stuck there answering credit questions, (my income, salary, account number, (3X,) password, rent, etc.,) in front of sales people and other customers. I've had my Sears credit account since 1990. I've always run up big totals and paid them off yearly. I am absolutely their ideal customer, shopping for anything from socks to major appliances over 20 years. It's no wonder Sears is spiraling into the ground.... they won't give credit to the customers who have a 20-years-plus track record of paying their debts. I haven't just been with Sears since 1990. I bought a lawn mower there when I was a kid and earned money mowing lawns to buy a mini-bike, also from Sears. I've shopped with this company literally my entire adult life, (I'm 50-something.) Today I'm cutting up my Sears card. | |
| Barbara F | 3/19/12 |
| Do you know why Sears is going out of business? BECAUSE THEY DESERVE TO. This is the all time worst company I have ever dealt with. I bought three Kenmore appliances - a dishwasher, a microwave, and a range and every single one of them broke completely within 3-6 months. Getting them to replace them was a nightmare and they don't have any stores within 100 miles so you can see what you are getting, so the replacements were even worse than the original pieces of crap. It took months for them to deliver, and starting a week before I was getting phone calls all night and day advising me of their useless delivery schedule. The window was from 8 to 5 (8 to 5?), so I had to lose an entire day of work. then their "Blue ribbon" department finally said the delivery would be at 9:15, so the installer, who was a separate entity, got to my house at 8:30. What time did the truck arrive? 2:30 in the afternoon. TWO FREAKIN' THIRTY!! then the other calls started. Survey calls. All times of the day and night. up to 10 times a day. What a bunch of morons. Everything about them sucks. Sears, rot in hell. Oh, and Lou D'Ambrosio? Stop hiding you craven piece of dirt. | |
| SUZANNE | 3/17/12 |
| First - I never, never take the time to write reviews but this situation is the worst example of quality control and customer service we have ever experienced. While this is long - I truly hope it helps someone avoid the abyssmal service and experience we encountered with Sears. On President's Day we purchased a Kenmore gas dryer by phone through their installation department. It was to replace an existing Sears unit that we had for more than 20 years. We made it clear we wanted a quick delivery and installation - all of which we paid for on our Sears card. After being told installation would be 3 days later we got a call and it was delayed another 4 days. When installed we were charged additional money. Within days it was clear the dryer was not working properly - running all night, clothing covered with lint and what looked like grease stains on clothing. Repair arrived and said we needed a part and needed to call someone else to repair the lint problem. We were told if we ordered the needed parts it would take up to 10 days and we would forfeit our right to return the dryer. We called an outside repair service who assured us the lint problem was a result of improper installation. So we called to speak to a supervisor - literally hours on the phone, swithched from person to person and refusals to allow us to speak with a manager began. Eventually we were told we had to "build a case" to have the week old dryer replaced. We succeeded and after finally getting a mgr were assured we would receive a replacement dryer within 5 or six days and if there were any problems we could call back and the account would note we would be connected to a mgr. Neither happened - no dryer and hours on the the with several people and no mgr. Then today - a man who said he was a mgr with Customer Solutions called. He would not provide a last name and was uninterested in my concerns. He said they had nothing to do with installation b/c they contracted out so he would not assure any date for installation. i didn't contract with anyone but Sears. So now this charge for both the dryer and installation has been on our credit card for almost one month and we don't have a working dryer!! He offered a price reduction - and said basically take it or leave it. As I asked questions he became more dismissive. I finally agreed but asked for contact information for their corporate office. HE THEN SAID IF I CONTACTED THE CORP OFFICE HE WOULD RETRACT HIS OFFER!!! IS THAT ANYTHING SHORT OF BLACKMAIL?! He then refused to give me the contact info for corporate. SO HERE WE ARE A MONTH AFTER PAYING FOR THIS UNIT AND IT'S INSTALATION - A BROKEN DRYER, CHARGES ON OUR CARD, STONEWALLED BY THEIR CUSTOMER SOLUTIONS STAFF, AND THE IMPOSSIBLE TASK OF TRYING TO CONTACT ANYONE OF AUTHORITY IN THAT COMPANY - ALL IN A HOME WITH ELDEERLY DISABLED INDIVIDUALS AND INFANT CHILDREN. PLEASE, PLEASE, PLEASE RECONSIDER BEFORE YOU DEAL WITH A COMPANY OF THIS SORT. | |
| carol greenspan | 3/9/12 |
| I have been trying for over an hour to find out why Sears sent me a check for $55.00. No matter what phone number I call I get someone in India who cannot speak English. I just wanted to know why I received a check and all I get is a phone number for the Sears store in Dallas ,Texas. I live in Ft. Lauderdale and this info does not help at all. When I called corporate headquarters and asked to speak to someone in the states I was told the only customer support is in India and if I did not want to speak to India she will have to hang up on me. THEY CALL THIS CUSTOMER SERVICE? I've never been so mad in all my life. I will never use my Sears card again, heaven help anyone who needs customer service, I have had a Sears card for 50 years but I am cutting it up . There are other stores in the area who have customer service centers stateside, they will get my business from now on. Enough is enough.. | |
| J Dotson | 3/16/12 |
| We have an unsafe Kenmore Ultrabake Oven which has caught fire in our house and needs to be replaced. The stove was purchased from Sears and has been maintained continually through our Sears Master Protection agreement. The stove has had the same problem over and over since we purchased it, that of turning itself on and heating up to very dangerous high temperatures. The most recent time, the stove actually caught fire. Luckily, there was someone home at the time who was able to put out the fire and disrupt the power supply to the stove. The stove could not be manually shut off. We are told by your technician that the problem is in the computer board which apparently regularly malfunctions. The technician has installed at least six computer boards since we have had the stove. Today, the technician had to install two boards before he was able to find one that wasn't faulty. The technician, Will Moore, as well as the customer service rep, Misty who we spoke with on the phone agreed that the stove was a fire hazard and suggested we have the stove replaced. We have also researched the problem on complaint boards and have discovered others have had this same problem which have even resulted in devastating house fires. Based on this information, our experience with the fire in the stove reoccurring and the recommendations from your own service people, we no longer feel this unit is safe for our home and would like the issue to be resolved immediately. We would like a replacement of this stove with a safe model that does not catch fire. We assume that Sears would prefer we come directly rather than us pursue this with an attorney. We look forward to resolving this issue as soon as possible. I was told by today by Chris I. at the Sears Holding Corporation that the service order showed that when the technician was spoken to, it was determined that a relay was stuck and the range was repairable. I am not suggesting the range can not be repaired. But it can not be repaired in a way which will keep it from happening again, which could result in a destructive or even deadly fire. It was the technician suggested this range be replaced. If we don't get a satisfactory answer , we will get our attorney to contact the executives. We have spent a lot of money with Sears over the years outfitting our home as well as rental houses and only ask that Sears help us with this very dangerous situation. | |
| Lori | 3/16/12 |
| I have alwayns been impressed with Sears and have purchased everything from my TVs, oven, refrig, tools, etc.. So I thought I could TRUST them to deliver on fitnes equipment. BIG MISTAKE! I purchased the top of line nordictrack and it was delivered not once but twice BROKEN out of the box. Now they say it is on back order and can not replace. Really they now want me to deal with Nordictrack or downgrade. I handed Sears my money not Nordictrack b/c I use to trust them. NO MORE! I tried getting in touch with their corp. office and NO ONE will give me the contact info. I am now awaiting a cal back from the SM. So I have waisted 2 weeks, 2 vacation days for deliveries and have nothing for my money and waisted time. I will ensure not only my family will never return to SEARS but all that will listen. It is a shame that a company that use to stand for something no longer cares for their customers. | |
| brad | 3/10/12 |
| their tools are getting worse also. plastic gears and batteries that last 10 min. and no longer than 3 months life. i used to love my tools well made at an affordable price, now they arnt worth the trouble to go to sears to get new ones. I don't even use them that hard. I also had a nice compressor that i liked untill the welds went bad under the paint which means they prep the metal poorly prior to paint. what i am saing is i will pay a bit extra to avoid sears for any future purchasing(their products stink). | |
| AP | 3/10/12 |
| Our gas was making this clicking sound when we switched it on. The Sears guy came and after 25 minutes of doing stuff on it that was unnecessary and unrelated to our problem, tells us that he was cleaning the burner. When I asked him, if that was the reason for clicking. He reluctantly told me that the clicking was due to one cap that was put on top of the wrong burner. So, essentially he had to merely pick the 2 metal caps, swap and put it on the right burner( no drilling or equipment required to do so!!!). I was charged 50 bucks for this!!! Which he did as soon as he saw it in the 1st 10 seconds!!Sears needs to change their policy to ensure that customer does not feel cheated. I would have been happy to pay half that price for his house call . But charging 50 bucks service fee for just switching the metal caps on 2 burners seems unfair. Seems unethical to me to "fool" your clients! I was feeling like a fool when he moved to my microwave to "fix it" praying that it has some real problem, because I had to pay $ 50 more for that!! | |
| Yvonne | 3/10/12 |
| I went on the website to buy a necklace for my sister. I thought I was buying it from Sears but in the fine print at the bottom of the page I noticed that the item was sold and shipped by another website. Before placing the order, I did a google search of the site and when I clicked on the site my firewall blocked the site as unsafe. I read the report on the site from Nortons and they state that the site is guilty of phishing(stealing peoples account information) attempts. I contacted Sears to ask them why they are affiliated with fraudulent companies and they emailed me back to tell me that they offer merchandise from other vendors to provide consumers with more choices but that they are not responsible for the content of the other websites. Sears takes no responsibility and they did not care at all that I have been a Sears customer for many years. I will never shop Sears again. They actually had the nerve to attach another survey to this email and asked me to fill it out to let them know if my opionion of Sears had improved. Why would it improve, you didn't do anything? | |
| Thomas J Lyons | 3/10/12 |
| We went online to purchase a whirlpool dishwasher this evening,we realized while putting this item in to our cart we could save a additonal 15% if we applies for a Sears credit card it stated " No Sear's Card Apply Now and Save" what a hoax once we applied and the card was approved the website would not allow me to apply the 15 % discount due to the fact that we did not have a credit card number exp date or securtiy code. I tried calling customer service and was transferred four times all each representative did was pass the buck and make me waste my time on the phone for 45 minutes. The dishwasher we wanted to purchase is only on sale through today so we would lose the sale price if we wait till we receive the card.I fill that is false advertisment stating no sears card no problem apply now right next to the statement about saving 15% or no interest for a year. We are not in the habit of applying for credit cards to get promotional offers but since it was sears and we were possibly planning on buying other appliance's in the near future since we are remolding our kitchen it wouldnt be a bad idea. I would appreciate a call back regarding this poor service my name is Thomas Lyons you can contact my wife Elisa Lyons at 330-461-1408 so we can get this matter straightened out. It is awful being transferred around your phone system even though you call the right number for customer service and push the numbers it instructs you to you still are transferred all over to several customer service representatives that do not speak good english and have awful customer service skills. Dont tell me what you cant do for me tell me what you can do for me as a customer. Wanted to purchase a Whirlpool Stainless Steel interior and exterior dishwasher $ 594.99 was sale price we had a coupon code which took off 35 dollars and wanted to also use the 15% discount for applying for the sears card which we applied and application was approved could not enter any info to get the 15% off since we do not have the card information yet. Thank you Thomas & Elisa Lyons Hopefully you will restore my faith in Sear's again by giving me this discount if not we will not be back to shop with you again! WHIRLPOOL STAINLESS STEEL DISHWASHER INSIDE AND OUT MODEL NUMBER WDF750SAY $594.99 | |
| Sharon | 3/11/12 |
| On 3/4/12 I went to a sears store in New Jersey and made what I thought was simple purchase as I have done many many times! in the past. But! Sears is supposedly implimenting a new tablet system. My purchase was charged to my account three times. When I questioned the associated I was told " OH no it didn't go through. Sears put a boat load of money into this system" I said well employees need ti be trained better I was then told we don't have the time. The next day when I realized I was charged three times I called the store. Spoke with an idiot in customer service hung up on finally got to store manager who Also needs customer service skills. Told him my story took 6 calls and 4 hrs later to try to clear up their error from my account. I was then told by"Bob that he would credit my account when I asked the amount I was told the total of the two amounts" meaning he has no idea what it was after three hrs of phone calls on my part! I was told would becredited one week later still nothing. Will now try cooperate and never visit the stirs again! | |
| Brian H. | 3/12/12 |
| got a set of 4 new goodyear tires installed at our Galesburg Sears Automotive. installed on a thurs afternoon did not drive the car far or much, but Sun I changed the oil and checked the tires for pressure and the drive front was way down, thought ok maybe needs some air and it would seat good...NO next morning wife called said tire lite was on and tire was half flat WT? so took it out to sears automotive for a fix told them what was the problem and THEY decided to reseal the tire, didn't quite think it was it they had to put a kit on for the tire sensors in the tire.... THEIR was the problem..whom ever put on, put one on only finger tight WTH? tire alomst went flat 3 times and would of chewed the tire and my aluminum rim to schreds! I aired the tire up at home and heard and felt the air coming out around the valve stem and I HAD TO SHOW THEM!!! WHAT WAS WRONG!!!!! 1 tech came over and messed with some soap and then torqued ALL the valve stems!!! and hopefully this has solved the problem...I had to throw a HUGE fit in store. probably my last deal with SEARS PERIOD!!! | |
| Larry Budnick | 3/13/12 |
| In short, the drum on my 5 year old Kenmore Elite HE3 tore apart, and needs replacement, as confirmed by your service representative. He scheduled an appointment for a week later because he did not have the three large parts needed for repair. The retail price for the parts was over $1100, but this was covered by warranty. I asked if we could simply get a new washer, since the retail price of a new washer is less than this but he politely explained that the policy of Sears is to repair not replace regardless of the repair costs unless the consumer has purchased special coverage. He could not explain why this made sense to anyone. This Monday (11 March) I was informed one of the parts was back-ordered until 24 March. I called the service department to explain that this was not a satisfactory answer, and would leave me without a washer for weeks. (For the record, the automated service line is very difficult to deal with). Again, no one could explain why it makes any economic sense to supply $1100 of parts (retail cost) to fix a washer worth much less than that. The customer service rep opened a "supervisor call back" ticket. Earlier today, the "Manager on Duty" returned the call. He politely offered a $150 discount on a new washer, which was clearly all he was authorized to do. Naturally this makes no sense to me, as a new washer would be well over $800 retail, and this washer part is under warranty. This manager also could not articulate why the policy makes any sense to your business or to me as a consumer. Faced with an inability to help me in any way further, he became agitated and impatient, and eventually hung up when I repeated my questions. The bottom line is that due to a problem with your supply chain, I will be without a washing machine for at least three weeks. Your policy appears to state that despite the fact the parts alone for this warranty repair are over $1100 retail, you could not offer me anything better than the $150 discount on a new washer. This policy seems simply illogical and wrong to me as a consumer. The fact that no one could explain why this policy exists in its current form is inexcusable. This case should not be closed, it should be escalated to a level at which someone can either take action on it, or at least offer a plausible explanation of why this is the right way to treat a consumer. | |
| Amar | 3/13/12 |
| Wow, this an eye opener. I wish I would have looked into all these complaints before purchasing from Sears. I am currently going thru my own nightmare with Sears. I have a G.E. top load washing machine which I bought an extended warranty for. The machine is not even a year old and I have had two major break downs. I have been trying to get this latest breakdown fixed since Feb. 09/12. I had a Sears repair guy come out and diagnose the problem on Feb.14/12, at which time parts were ordered to fix the machine. Finally a Sears technician came to repair the machine on Mar.05/12, but only showed up with only one part. Also when he showed he told me that he was not familiar with that type of machine and left after only beeing here for 5 minutes. Also I was told he would be here in the morning so I had to take time away from work, just to have him show up at 5pm. Then I had to call Sears to arrange another time for two technicians to come out, which was today (Mar.13/12). I actually thought after all this time of absolute horrible service, it was going to be fixed today. Guess what folks, the technicians were here for about 2 1/2 hours and yup the machine still isn't fixed. Once again they showed up with only half the parts required to fix the machine. I real don't know if this machine will ever get fixed. This has been the worst experience I have ever had dealing with a major department store, and this will be the last time I ever purchase anything from Sears. | |
| Ron | 3/14/12 |
| I purchased a cordless power drill in december of 2009, for $69.99 and I bought the purchase protect for $10.50. I used my remaining craftsman club points(which were going to expire, as they were going over to shop your way rewards)which amounted to $50.00, Now the drill failed and they are telling me to send in the battery and charger, they will send me $9.99. what? First of all the drill is what broke, Second, in there shop your way rewards program, you get your points reimbursed in the event of a failure, or return. Third, it's just a blatent ripoff to charge someone $10.50 for coverage, when it comes time for a claim you are only eligible for $9.99. I have spoke with purchase protect and have actually got a case number but I always get full circle saying all I am eligible for is $9.99...no customer service what so ever..more like consumer fraud | |
| jimbo x tec | 3/14/12 |
| Be sure and complain as much as you can on this post because it want be long until it is closed. I am trying to spread the word about Sears and helping them close a few more stores. It shure takes a lot of time on the webb. Stephanie , I called Sears one week ago about my $3500.00 mower that has six service calls on it. So help me the woman said she would send the part to my house under warranty and I could get who I wanted to put it on. I am not even to tell of all the hang ups on the phone. This is the last word I will say about Sears so don't be saying Sears cares . Sears is so far gone it will never recover. This company is DEAD. | |
| Barry | 3/16/12 |
| I ordered a gas range and was told, as well as received a confirmation email from the representative (Carl, employee #8163110) that installation was free. When the drivers arrived, they said they weren't qualified to do the installation. So, I called your customer service and after a few calls, spoke to a case manager to escalate the issue. She said that the installation would be done for free, as promised, and got David Prince on the phone (employee #41021140444) in your installation department and he promised to get back to me in 1/2 hour to arrange for a local installer to disconnect my old stove, install and test the new one which was supposed to be delivered, and to haul away the old stove (I payed $10 to haul away the stove), and to do these services for free as he received the email I was sent and ostensibly he was doing this to rectify the situation and for good customer service. Well, David never got back to me and all I received was an email to get 20% off a stove plus free delivery. This is not what we discussed for an hour, David lied to me and didn't have the courtesy to call me back. VERY POOR CUSTOMER SERVICE!!!! No one seems to care that I missed 1/2 day of work and need to miss another 1/2 day for the screw up. I called David this morning and recounted our conversation and he asked me if I received the email and I told him yes, and he said that this is all that could be done. So I said to David, you lied to me and I wasted an hour speaking with you yesterday. Everyone apologizes to me but it means nothing when you're misled and lied to continuously. I just spoke with another customer service rep supervisor, Jason employee #630660 and he was supposed to transfer me to a manager in installation, but instead transferred me to sears.com to place an order. Please help me with some good, competent customer service. You can reach me at barwest2@aol.com, phone number 914-723-5807. I will also call the above corporate officer phone number to follow up. Thank you. | |
| Sears Cares | 3/6/12 |
| Dear Adrian, We apologize for the way your carpet cleaning appointment was handled. We are especially sorry for the poor customer service you received. We do entrust our associates to build customer relationships, and this type of manner is never acceptable and will be documented. My name is Stephanie L. and I am with the Sears Social Media Escalations team. I would like one of our dedicated case managers to contact you in order to look further into this. 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 or e-mail address, and we will contact you directly. Also, in your email, please provide the screen name “Adrian” 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 | |
| Joseph T. Lucido | 3/7/12 |
| True rating is a minus 100!!! I hired Sears to install a new hot water heater and remove the old one. In the process of removing the old one the "plumber" (I never saw a license) broke the drain valve at the bottom of the old heater because he wanted to place a bigger valve on the old one so it would drain faster. The result was about 10 gallons of disgusting sediment-filled hot water that had settled at the bottom of the heater for 10YEARS! Two rooms were completely flooded and I hurt my back trying to help this idiot get the super heavy old heater plugged up and moved out of the house. It was a true nightmare, we had to use every towel and comforter in the house just to suck up the water. At Sears direction we called in Serve Pro for clean-up and decontamination. Now increduously, Sears tells us that we must collect our damages from their vendor directly. We hired Sears and they hired the vendor and thus in a court of law Sears is responsible for the actions of the vendors they hire. We are owed several thousands of dollars from the damage. The plumber is not responding and Sears keeps telling me they cannot help because it is an insurance issue. They must be insane!!! A general contractor who hires a sub is financially responsible for all the actions of that sub-contractor! Every one knows this except Sears. I am a disabled veteran on a limited budget and really need to be re-imbursed. I cannot believe Sears is treating their customers like this. NEVER USE SEARS AGAIN!!!!!! My e-mail is jtlucido@hotmail.com. If anyone else has had similar problems let me know maybe we can do a class action suit against Sears! | |
| Adrian | 3/1/12 |
| I ordered carpet cleaning services received a confirmation receipt listing 4 areas (2 br, dr, lr), hall, and stairway to be cleaned on 2/15. The technician came and cleaned my carpets and did a very good job. However, only one bedroom was cleaned. I called the Jacksonville, Florida office at 904-230-7991 and left a message. Maria called me back while I was out of town. I called her back on 2/28. During our discussion, it was stated that the technician received a different work order than the confirmation I received and he did what was listed on the work order. I explained that if I knew there was an issue, I would have paid for the other room and I asked her if someone can come back out to clean the second room. She said she would check and get back with me by 5pm that day. Today is Thursday, 3/1 and I had not received a call back. I called the office once again and spoke with "Chris," who was very rude. Again, I explained what the issue was and he was very nasty and wanted to argue with me. He stated it was an honest mistake - someone typed the wrong number in; then added if someone typed 20 rooms would I expect to have 20 rooms cleaned. I told him I was not going to argue with him and asked him his name. After a pause, he gave it to me but would not give me his last name. He also said he will put notes in my file just in case I called back. Your Jacksonville customer service office leaves a lot to be desired and believe me, they will never hear from me again no matter what this "Chris" puts in my file. All I wanted was for your commitment to me to be honored and it seems that that was a big problem. | |
| Louise | 3/3/12 |
| I'm sorry to hear that Sears is closing, and sorry to see where Sears(and our economy) has ended up. I was once a faithful Sears shopper. That is in the good-old-days when they offered the highest service and great quality. It used to be that stores carried different brands and different quality in merchandise. If I wanted things like waste baskets, or garden clothes I went to Wal-Mart. If I wanted nicer casual clothes or every-day items I went to K-Mart. If you wanted long-term items or dress clothes I went to Sears and Boscov's. Now everyone carries the same cheap merchandise.In my opinion, the economy isn't bad because no has money;it's bad because no is shopping, because there is no quality. I've been in need of some new items (like a vacumn cleaner, for instance)for several years and haven't bought one because the new one I bought at Sears, which was the same brand and style as the previous one, was no better than the one which was wearing down. When I bought a new washing machine at Sears I was very disappointed. I was going to return it and called a repair man to ask his opionion of what I should buy. He said "lady, you have the best washer out there." Well, that washer, brand new, worked like the old one that I replaced. If that's the best, than I'll just keep my old stuff. I have a 30 year old freezer in my basment and it still runs great. I bought a new refrigerator last year (not at Sears) and in only 3 days my icecream is crystalized and frost is all over my meats.When I called to have it looked I was that I needed to make those arrangements. I thought I paid for an insurance plan so they would take of that for me. I was working and had no time to take care of that. Now the warranty is expired and I'm stuck with a refrigerator that's a piece of junk. I bought a new dish washer 2 years ago (from the place I bought the refrigerator) and it's dead already. I'm back to washing dishes by hand. My money is staying in my pocket until marketers wake up and return to offering quality merchandise. | |
| Anastacia | 3/4/12 |
| I decided to go to Sears Auto Center only because I happen to work in the mall to do a basic oil change and a wiper blade change. Once the car was rolled in the garage the crew started pressing on the bumper saying my suspension is totally gone (though the car has been driving without any signs of a problem until they started shaking it like a tambourine), and the rear wheels are extremely worn to the extent that they will pop right on me the minute I leave the shop. I was a total fool to say to fix any life-threatening problems - the estimate of the work was $1,700 which is the cost my car in total. I brought is down to $890 and I was still a fool, for the moment I started my car the ABS light went on right after the work was done. On coming home I talked to a certified independent mechanic who confessed the car would have run another N amount of miles with the state suspension was in. The car is old and does have several problems and a significant amount of miles on it, and I just hate myself to be such a gullible stupid customer. But now I am an angry customer which gives me power. Anyways, on Saturday afternoon I drive me car in the shop again with the unhappy face of mine and my husband by my side as a male element (since I do look small and vulnerable which they took advantage of) and explain the problem. They were holding the car for an hour inspecting the problem while I was strolling the zoo the mall turns into every Saturday only for me to come and hear that they cannot detect the issue and are waiting for their manager to return from a meeting to take a look at the car. Another half an hour. Collecting all my patience and suppressing my anger I keep waiting wasting my Saturday time in the f ing mall. Forty minutes later after averted looks and total ignoring me standing there I ask for my keys back and say I am planning to return on Monday to fix the problem. The representive dares say that they cannot detect the problem moreover admit that it is related to the work done. You must be kidding me! After the horrific customer service you have enough balls to say that?! I cannot wait till tomorrow to share my pain with the manager of the shop. I want my $890 back, I do not want to see that goddamn ABS light on and I do not care if the suspension is 'gone' or not. The stop on my debit card is already put so they won't get the $717 I have paid with it. I doubt if I will be able to return the other $180 I paid in cash. This is how much it cost me to do an oil and wiper blade change in Sears. NEVER AGAIN WILL I GO THERE AND I WILL MAKE SURE MY FRIENDS AND COLLEAGUES KNOW WHAT 'FABULOUS' AN EXPERIENCE I HAVE HAD WITH SEARS. | |
| Susan McKinley | 3/4/12 |
| My husband and I have been dealing with Sears due to maintenance agreement covered issues with our oil fired boiler. The first one sold to us was defective and ruined our chimney. Sears refused to fix the chimney. We paid $2420 to have the chimney relined and rebuilt from the roof line up before Sears would replace the defective boiler even though we have a maintenance agreement and the damage was caused by faulty equipment installed and maintained by Sears. In 2009 we could have died due to malfuction of second boiler due to carbon monoxide. Today is 3/4/2012 they still do not have the problem fixed. We have lost count of techs in our home. We have used almost 3/4 of a tank of oil in approximately 3 weeks, have fuel odors in our house and the chimney must be done again. Called for help (again) and was told we do not work Sundays - we will get back to you to set up an appointment. In the mean time we could possibly have a chimney fire,carbon monoxide death, loss of pets and so on . We are TIRED of the run around. It is sad to see we have to go to the BBB, FACEBOOK, TWEETING TO GET HELP AND ALL THE LOST INCOME OF A 1 INCOME FAMILY DUE TO HAVING TO BE HOME FOR TECHS THAT ARE UNTRAINED AND GET RUDE SERVICE FROM THE ANSWERING SERVICE!!!!!!!! We have only had one good tech (Joe L)- he is the only one concerned and has gone over and above. To top it off, we were told by a phone rep to submit a claim on our homeowners insurance. | |
| Bought a new AC unit........ | 2/29/12 |
| Had a new Kenmore forced air AC ($10,000) unit installed two summers back. Supposed to have a ten year warranty...... When Sears closes all their stores where does that leave me for warranty service? | |
| Melissa | 2/28/12 |
| I work ar Sears. Worst place to shop/work. Just don't go. Please. Sears is slotted 4000 stores to close within half a year and total company destruction by 2013. I'm not surprised. With their behavior towards members, customers and employees alike, I'm surprised the company has lived this long. Fir us employees, they force us to get credit card applications. If we don't get a 125% if credit apps, we're fired. All day long, we have to keep a tally of how many customers we had, and fir each purchase, we have to write down if we git a credit app, a shop your way rewards sign up, ir a protection plan. I'm at the point where I don't ask customers anymore. I just ring them up. I don't care. I'm sick of having people breathing down my neck about asking people to sign up for a card that has more debilitating effects than pleasant ones. 25% interest rate if you don't pay on time. Sears wants loyalties. They won't be getting any from me. | |
| Sears Cares | 2/28/12 |
| Dear Brian - A Veteran, My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here, and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry about the poor customer service you received this is not the type of service Sears prides itself on. We are also very sorry to hear the delivery of your mattress has been rescheduled so many times, we realized your time is valuable, and it is very understandable why you would be disappointed. I would like one of our dedicated case managers to contact you and look further into this. 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 number your mattress was purchased under and we will call you directly. Also, in your email, please provide the screen name “Brian - A Veteran” 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 | |
| Sears Cares | 2/28/12 |
| Dear Desiree' Dulin-Moore, We are very sorry to see that the delivery of your washer and dryer has been delayed. It is very unfortunate the delivery team could not meet their original delivery date; we realized your time is valuable and we would like one of our dedicated case managers to look further into this on your behalf. My name is Stephanie L. and I am part of the Sears Social Media Escalations 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 number your items were purchased under and we will call you directly. Also, in your email, please provide the screen name “Desiree' Dulin-Moore” 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 | |
| Sears Cares | 2/28/12 |
| Dear Nichole, Please accept our apologies for the frustrations you have been through with your on-line purchase. It is quite shocking to read that it has not been resolved as of yet, your discouragement is understandable. We are especially sorry this occurred around the holidays. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have dedicated case managers on ready to reach out and go over all options available to see your dilemma is finally resolved. 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 number your items were purchased under and we will call you directly. Also, in your email, please provide the screen name “Desiree' Dulin-Moore” 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 | |
| Sears Cares | 2/28/12 |
| Dear Sharon Mcclure, I would like to first apologize for all the troubles you have been through with your washer, I can only imagine how frustrating it must have been having to continually mop your floors due to water being leaked from your machine. I would also like to apologize for the poor customer service you received. Delay in parts and being hung up on, this type of customer service is never acceptable. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, I would like one of our corporate case managers to contact you and look further into this. 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 your washer was purchased under (if different than the contact phone number) and we will call you. Also, in your email, please provide the screen name “Sharon Mcclure” 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 | |
| Rich Smith | 2/28/12 |
| Update regarding roof replacement: My last message was on February 9. Let me just say NOTHING and I mean NOTHING has been done as of this point. Sears cares will assign you a case #, but don't think for a moment that they are doing anything on your behalf. IT'S MISLEADING!!!! I was given a CASE #, doesn't mean squat. I have not been contacted up to this point. Nothing's been resolved. My problems which Sears created are the only things that still exist except for their poor handling of their customers in what they call Customer Service. AGAIN, I say, Sears is falling off to the wayside, save your money, your time and your patience and shop somewhere else. Stay tune for my next update. | |
| Major tire failure | 2/29/12 |
| My father purchased the road hazard plan with his four new tires. He regularly has the tires rotated and balanced at the San Bernardino Sears where the tires were purchased. He had them rotated an balanced again on February 27, drove the ten miles back home and parked his vehicle in the garage. He drove the vehicle again Tuesday evening to dinner and home . Horrible noises from rear of vehicle... Metallic scraping and bumping. We isolated the sound and when we pried off rear right wheel cover 4 lug nuts fell to the garage floor. Not just one, BUT 4 OUT OF 5 LUG NUTS WERE OFF OF THEIR BOLTS ON THE GROUND AND THE RIGHT REAR TIRE WAS ONLY BEING HELD ON BY 1 LUG NUT!!!!!!! We will be contacting the BBB as well as the organization that licences auto repair services in our community. My dad is an avid newspaper reader and will likely write a letter to the editor and I will be contacting the local TV stations. After over 60 years as a tried and true customer (and one time employee) my dad was shaken, angry, and disappointed that his trusted Sears had failed him and could have potentially killed him, his family and other drivers on the road had that last bolt failed. No amount of five star replies from your media escalation department of ever fix that! | |
| Sharon Mcclure | 2/26/12 |
| Have purchased several major appliances from sears, even thought I work at a boxstore. I had chose sears because of the great customer service that I had always gotten, until NOW. I purchased a front load washer 10/24/10 and have had it down for repair/called for repairs and mopped more water than the darn thing is worh. I called the blue crew and the tech always tell me that I am using to much detergent or not the right detergent. After aboaut 2 or 3 months I finall give up andbecame very careful always cleaning out the filter and barely putting in any detergent. Well yet another round of call because the door not stay closed and suds and water everywhere, They finally send someone out who says " well your machine is sudsisng up too much" WELL DO YOU THINK?. So yea the manufacture miss marked the detergent and yet again with the service tech here I again mopped water and suds.. CHange laundry detergent and you will be fine. Well onthe 21 of February.. I called again water water everywhere.. I demanded a tech come out when I told the service manager that the door has NEVER closed properly and that they coume get this piece of crap. so the schedule me a tech. Little did I know that I needed parts. Well the day of the sceduled maintenance, get a call.." has the parts come in?" What parts? the parts that was supposed to be ordered.. Customer service dropped the ball again. My service tech had the wits aobut him to research and get the rest of the parts that I needed in the system to be ordered. Did I mention that the customer service tech DID NOT order ALL the parts that I needed. and they set me up a date. well NO call no anything about my rescudle. SO I call and well how many parts do you have? got the 2 you sent.. no I show you are supposed to have three. Let mw say that I didnt know that the service guy took it upon himself on feb 24 to make sure parts were right and order additional parts. Tonight is Sunday feb 26, I have been hung up on, laughed at, be littled and down right made mad. I found out that parts not ordered correctly will not be in till end of week and the customer sercvice agent wants to know if I still want to keep my appointment for monday feb 27??? You have got to be kidding me?? for real. NO my parts will not be here so why do I need to keep my appointment, so the customer service agent Carlos goes, well I guess your washing machine is important to you?? well yes sir having clean laundry is sorta important especially since I work 5 days a week, wouldnt you think so. SO I am without a washer 4 or 5 more day. You know I would be happy with someone truely saying I am sorry not laughing at me, and yea compensation for me ahving to go to a laundy mat to wash my clothes would be nice. I have to wash closes just about every other day. We also farm and yes we get dirty. I am not asking for much, shoot $50 would be nice for my time being without my washer and putting up with the under trained personnel in the customer service department. My name is sharon mcclure, email is freckles76@yahoo.com | |
| Nichole | 2/26/12 |
I stopped purchasing from Sears several years ago due to the same type of service. Just recently have I started buying again & 2 for 2 I have had to return it due to either false/misleading advertisement and/or poor customer service. I should have stopped the 1st time when my husband's Birthday was ruined, but no, I tried again for my Daughter's Christmas....same thing: The day before Christmas EVE I get the improper item.....UGH!! Now again for Christmas the FOLLOWING YEAR, I get the same thing, the order for my son was CANCELLED after them not being able to find it a WEEK after I paid for it online, & wait until Christmas EVE to tell me! One of which was a video game console that I had 20 games sitting under the tree for......pretty useless without a darn console to play them on! On top of this damaged CD I received for my daughter's Christmas 2011 & the run around to get a replacement for my daughter! My goodness, give me a break! It is STILL NOT HANDLED Once this is all said & done I plan to spread the word. I will no longer shop at ANY Sears Corporation. This is unbelievable. 3 out of 3 times says a whole lot. It is not just a coincidence at that point. It is a SERVICE ISSUE. | |
| Desiree' Dulin-Moore | 2/27/12 |
| If I could give zero stars I would! I purchased my items at a local Sears store at a mall, had a wonderful experience there. Now it is delivery day, it is almost 9pm, and I have STILL NOT RECEIVED MY WASHER AND DRYER. I was given an appointment window between 330 and 530 pm, and now thanks to the late time I couldn't get a new date til Wednesday the 29th. AND TO TOP IT ALL OFF THEY ARE TELLING ME THEIR SYSTEM LISTS MY UNITS AND DELIVERED!!! I DON'T SEE A WASHER AND DRYER STACKED UP IN MY LAUNDRY ROOM!!! Going to the Sears store I purchased these items at tomorrow morning, I will NEVER shop at Sears AGAIN, for ANYTHING | |
| dave morgan | 2/24/12 |
| two weeks ago I purchesed a battery charger from my local sears store. at time of purchase their computer printer was not working and as such I did not get my receipt. I waited approximately twenty minutes for them to fix the machine whick they could not do. I told the sales person that I would return the next morning to get my proof of purchase receipt. returning the next morning I was told by the sales person he did not know how to get me a receipt for my previous days purchase, however his manager would try. again I waited for a considerable time only to be told I would have to retun the next day after they figured it out to get my receipt. (warranty) I told the manager that I was not going to return again that he should just mail the receipt to me, they have all my information in theit system. the manager informed me that he did not mail receipts to customers!!!! after over fifty years of loyal patronage I no longer shop at sears, in fact last weekend I purchased a washer and dryer at lowes ($2600) that normally would have gone to sears. if you doubt me ask the local sears store what kind of customer I have been in the past. your automotive manager won the battle, however sears lost the customer. | |
| Keri | 2/25/12 |
| On 2/16/12 I had my Kenmore Elite Washer (plaster inner/outer basket) repaired by Sears technicians. After the repair men left I first noticed the mess they left behind. I had to pull up my rug that they had nicely placed over all there mess (screws, broken plastic, and red tie wraps). I cleaned it up and got over it. I then began to run washes. I noticed when my clothes were done that steam/smoke was coming out of the tub. But, I thought nothing of it and went onto wash #2. The same thing happened and my clothes felt super hot. At that point I assumed my washer wasn't working before and this is how a machine us supposed to work. On wash #3 all the steam had me worried a belt was smoking or something. I noticed when pulling my clothes out that 2 of my shirts were ruined. It dawned on me that somehow my Cold/Cold washers were actually Hot. So I inspected the hoses they just installed and realized they put the Hot on the Cold and Cold on the Hot. It took me 10 minutes to remove the hoses since they were on so tight. Almost stripping my hoses I just shelled out $39.99 for. Then on the very last spin cycle I noticed my machine would excessively shake. After running another wash I began to question the repair men considering installing hoses were too difficult. I contacted Sears and reported them to the BBB. They instantly responded and scheduled for a repair man to come out. The repair man came on 2/22/12. The repair man claimed there was nothing wrong with the machine and that the pedestal was causing it to be less steady. He said it was a common issue. If that's the case then "Why did it not do this before?". The BBB marked my complaint as Resolved. After that point I became trash to Sears. They will not address the issue of my 2 shirts ruined due to their repair mans incompetence. My machine continues to shake and after the 2nd repair man left I get locked out of my machine when I pause/cancel my load. I have to unplug my machine to reset it. The BBB bureau says I can open my complaint back up at anytime but they won't handle the claim over the damaged clothes. I will be getting a second opinion with a local repair man since frankly I don't trust Sears. I will be writing to the Attorney General and if I have to I will file a claim in my local court house. I can only strongly advise consumers to stay away from Sears appliances. If this happens to you and items are damaged you will be ignored. This is not how a good business operates. BEWARE OF SEARS!!! No wonder why they made the news the other day about closing down multiple chains since they aren't making enough money. I guess consumers got smart. If you've had the same problem and enough of us come together we can start a Class Action Lawsuit | |
| Brian - A Veteran | 2/23/12 |
| I purchased a California king mattress from Sears to be delivered 2/16/12. I took half a day off from work for the delivery. When the mattress was delivered it had DIRT on it and there was a defect where it was sewed improperly. It was pointed out to the driver. I spoke to transportation and was assured that I would receive a new mattress on 2/23. My mattress was thrown on the back of the truck and I was told it was not safe or healthy to bring it back in the house. I called to request that my delivery charges be refunded. After talking to several reps and supervisors, I was told that all I could get is a $40 gift card and to use the "DIRTY" mattress until the new one arrived. On 2/20/12, I received an automated call to schedule delivery for 2/23. On 2/22, I received another automated call stating that the mattress is on backorder and would be delivered on March 1. This is unacceptable. You have my money and I keep getting the run around. I am sleeping on a "loaner" mattress. What happened to customer service? I didn't purchase a mattress from a discount store, I purchased it from Sears! I thought your name meant something. What happened to keeping your customer happy. As a veteran with a bad back, I am appalled by the treatment I have received. I have been hung up on, I get the standard "yup" reply when asking questions. If this isn't rectified, I will no longer shop at Sears. Care about your customers and they will continue to come back. Your bottom line shouldn't be your only concern. I have purchased many major items from Sears. The experience that has been left is extremely bad. If I wanted discount service or discount product, I would have shopped at a discount store. | |
| Sears = Unqualified Service Technicians | 2/22/12 |
| I have a Master Service Agreement on my dishwasher. If it breaks Sears is supposed to come out and make the repair. After which the dishwasher should be working again. That did not happen. I called for service. I took a vacation day from work. The repair man said he did not have the right parts on his truck and would need to order parts. I waited for parts and scheduled another appointment. Took another vacation day from work. A different repair man arrived. After several hours of him calling various people asking them how to fix the machine, he said the wrong parts were ordered. I strongly feel that he did NOT know how to fix the dishwasher as he relied so heavily on phone contact with someone else. I am now told to wait for more parts and then schedule a THIRD appointment and take a THIRD vacation day from work. This has taken up too much of my time for Sears to send unqualified technicians and wrong parts. I spoke to 2 service reps today who said they could not help me. Of course no manager was available so I have filed a complaint with the BBB. Hopefully this will get someone to resolve the issue and provide the service that I paid for. It was not my intention to spend this years vacation with sears service technicians! I want to be compensated for them wasting my time and have my dishwasher fixed or replaced without further delay. This should not take months! | |
| Sears Cares | 2/22/12 |
| Dear J.Russell, We are sorry your machine is still waiting for service, we understand your frustration, a washing machine is a much needed appliance. My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I would like one of our dedicated case managers to contact you and go over the options we have in order to assist. We do appreciate your patronage. 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 your 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 “J. Russell” 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 | |
| Sears Cares | 2/22/12 |
| Dear NoVaCustomer, We are sorry to hear you are not satisfied with the functionality of your range. We understand this was a large purchase and it should meet your expectations. My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I would like one of our dedicated case managers to contact you to look further into this and to also go over the options we have for you in order to assist. 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 your 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 “NoVaCustomer” 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 | |
| WILLIE CATLETT | 2/22/12 |
| SIRS I HAVE BEEN GETTING MY GLASSES FROM SEARS FOR MANY YEARS.THIS LAST PAIR I GOT THE COATING IS COMING OFF JUST 1 OF THE LENSES.I WENT OVER TO YOUR OPTICLE PLACE AT THE MALL TO HAVE IT CHECKED.THE GENTLEMAN I TALKED TO WAS VERY RUDE .HE NEVER GAVE ME ANY OPTIONS RATHER THAN REPLACING THEM.HE SAID IT WOULD COST ME 226.00TO REPLACE THEM.SIR I DIDNT PAY THAT MUCH FOR THEM WHEN I FIRST BOUGHT THEM.SIR I HAVE BEEN DEALING WITH SEARS SINCE 1970 AND HAVE BOUGHT A LOT OF THINGS.I HAVE NEVER BEEN TREATED THIS POORLY FROM ANYONE AT ANY OF YOUR STORES.IF I WERE BOSS I KNOW WHAT I WOULD DO WITH THIS GENTLEMAN.THIS JOB WOULD GO TO SOMEONE THAT WOULD APPRECIATEIT.IN THE FIRST PLACE THESE GLASSES SHOULD NEVER HAVE DONE THIS.ONE LENS IS PERFECT AND THE OTHER ONE IS CLOUDY.IF THIS CANT BE CORRECTED I WILL HAVE TO GO ELSEWHERE.I EXPECT A REPLAY BACK FROM YOU.MY E MAIL IS WILLIECcat@verizon.net | |
| John K Downs | 2/19/12 |
| Our children ordered from Sears a 42' Seiki flat screen television from the Sears store in Brookfield Wisconsin ,as a Christmas Gift. They paid 379.99 for the set and purchased buyer protection insurance for an additional 57.00. My son installed the set on January 7th 2012. The unit failed on February 15,2012. I visited the store with reciepts in hand asking what to do. I was told to cut six inches of the end of the power cord off and send it to Sears Purchase Protect,which I did. I was told I would be refunded 389.00 in the form of a gift card after receipt of the cord. Also that disposal of the set was my problem. I thought about this for a while and deceided -bullshit. I don't want a gift card that forces me to go back to Sears nor do I want to dispose of the junk I am left with. Nor do I like being told I lose the purchase protection money. The things that I can do now is to sue in small claims court on behalf of my children and further contact the local consumer complaint sections of our local television stations to warn other consumers of this problem.I am about to turn eighty in April and still am rather strong and able to manage hauling the junk TV around. Dumps will not accept electronics however. I could park it the Sears doorway in Brookfield square but I would rather have the problem addressed by a local judge. | |
| J.Russell | 2/20/12 |
| We have an extended warranty on our washing machine from Sears. We had it checked out for the annual check up. It started a grinding sound during agitation. I immediately turned it off & Sears repair service was called. It is my understanding that the service crew is going by a different name & even the service trucks no longer say Sears, but have another name. Two weeks later a service man called and came by, he looked over the washing machine & the part WHICH HAD BEEN SHIPPED TO OUR HOUSE after the initial phone call for service request. No one looked at our machine, just the phone call to service. When the service technician came, he discovered the motor was broken & we needed more parts. So far ONE OF THREE ADDITIONAL BOXES OF PARTS HAVE BEEN SHIPPED TO OUR HOUSE, we are still waiting on the other two, here another two weeks later. When my husband called service department, he was told it would be another two weeks AFTER ALL OF THE PARTS ARRIVE AT OUR HOUSE. Why is this? It is costing Sears service more money than it would have cost to replace the machine in the first place. But I do not want a new machine. I want my machine with the agitator. That is why we have extended warranty. Meanwhile our warranty service plan has time ticking by and is running and ongoing, BUT THE WASHING MACHINE IS NOT. Every service personnel we have had contact with is extremely courteous, but they cannot do anything to help us get the machine repaired. We are not going to live life as victims, and it is a shame that a public forum such as Twitter has to be utilized to get any attention to this matter. We do not have to do business with any company – just like any company does not have to sell to us or provide exceptional and timely expeditious service. | |
| NoVaCustomer | 2/20/12 |
| I purchased a number of Kenmore appliances when I remodeled my kitchen last fall. While most things seem to work fine, the triple burner on the electric range (model 9290) has an odd behavior. The inner burner is always on and you can choose to also turn on two more burners (middle for 2, or middle and outer for 3 burners). No matter how I try, the middle burner never appears to get as hot as the other two burners. I have had two technicians come out and tell me that is how the appliance is supposed to work. Given this odd behvaior, I would expect this to be specifically mentioned in the manual, but it is not. They provided a service order number to contact customer solutions, but in the end all they could do was schedule another technician to come out. When I tried to get more information, the person on the phone today (2/19/2012) told me there was nothing else they could do and she would end the phone call. That is not customer service! This is very frustrating since I have had two technicians look at the problem and say it is working fine. If it is working fine, I want written documentation that this is the normal working condition of the stove. Otherwise, I either want the element repaired or the stove replaced. I have looked online and found other people with the exact same problem and get the same answer from technicians. This is insulting to customers in one of two ways: 1) This IS unusual behavior and Sears should just document it and provide the documentation to customers. In which case, end of story and customers would be happy. OR 2) Since no one has been able to show such documentation, the only alternative is that there is a problem with the burner and Sears is lying to customers. I am willing to work with the Sears folks if they will work with me. | |
| Dr. Francisco J. Zamarripa | 2/18/12 |
February 18, 2012 Most Excellent & Dear Corporate Officers: I bought ordered a pair of boots on or about 01/16/12. I got the order in two days. Unfortunately the right boot was defective as I could not put my foot in. The heel upper part of the heel was crooked. I returned them on the 18 of January at the Willowbrook Mall store in Houston. I ordered another pair through the shoe department on 01/18/2012. I have been to the store twice to check and the boots did not come in. I was told I could not cancel my order by the store clerk, by the headquarters number I was transferred by the store clerk. So I decided to wait, even though I had already gone to another store and bought the boots I had needed for a family affair. On 02/18/12, I called phone 800-549-4505 (probably India) for the second time and again, the boots were not in, and after checking the sending store, Fred R. told me he could not credit my Sears account since I no longer needed the boots. What kind of business has Sears come to be since the good old days when customer satisfaction was PRIME? I have been a Sears customer for more than 50 years. I bought my first motor scooter, my first motorcycle at Sears, all my school clothes, and later my furniture and household goods. I was a loyal customer, but your practices, which now see, from a county town market in Bangladesh, are beginning to concern me and my wife. WHY CAN'T I CANCEL AN ORDER THAT IS VERY LATE IN COMING (OVER ONE MONTH) WHY CAN'T I HAVE MY ACCOUNT CREDITED? I am not asking to go to the moon. I only want to have a very simple transaction cancelled. And twice I have been denied this simple transaction. I EXPECT AN ANSWER: PHONE: 281-055-2089 FEBRUARY 18, 2012 FROM: Dr. Francisco J. Zamarripa Acct. No. 5049-948040211742 FORWARD COPY TO: CORPORATE HQS CORP. EXECUTIVE OFFICER & SALES DIRECTOR | |
| Jamie | 2/18/12 |
| How very, very frustrating!! I purchased a wine cooler for a kitchen that was being remodeled...had it sitting safe and sound with the rest of my kenmore elite appliances, plugged it after and the darn thing won't stay cold! Had service out since I purchased the extended warranty...the guy that came out the FIRST time wouldn't listen to me as to what the problems were...Mr. Knowitall...he finally thought maybe it was the control board, he ordered the control board and said it would it arrive to MY house before the next scheduled service call...2 weeks from that day! It arrived and HE did 3 days later. He replaced the board and the cooler still didn't work...his response, "he didn't design it"...and he left. I called that same day to reschedule and again 2 weeks....the arrives and I get a phone call from Sears saying that the technicians called in sick and I would have to reschedule...guess what another 2 week wait!! SERiOUSLY Sears....get it together!! I want this piece of crap out of my house!!! | |
| maren | 2/17/12 |
| On Friday the 10 I went to the Fort Lauderdale Auto store for a new battery. The alternator was replaced. The mechanics were FABULOUS and hats off to to the shop supervisor. HOWEVER, the store did not have the proper equiptment to save the computer memory. Long story short, the car stalled out all the way home IN RUSH HOUR TRAFFIC! ONE HOUR in crazy Florida traffic. I COULD OF BEEN IN A BAD ACCIDENT because the store manager does not provide his staff with the proper equiptment to do their job. The mechanics are some of the best I have even met. Give them the proper tools to do the job you expect them to do. Get them a memory saver machine and the proper scan equipment. | |
| Betrayed Service Technician | 2/17/12 |
| I have read all these posts about Sears personnel being bad, but Sears also treats their employees bad. My husband was hired as a service technician for Sears in the appliance area. We were given a start date and an area to live in as we would need to relocate. The regional manager was pushing my husband to get him planted in the new area, but at the same time there was this intense interviewing process taking place (as if they were trying to hire the president of the US and... he was already hired???)! It sears, come on! Anyway, we have three children under 7 so we began looking and house hunting and signed for a big house and changed all our utilities and found someone to fill our lease in our condo. I'm in school for my master's so we had also begun the process of getting that all set up as well. We started moving our stuff into the new home and began the school transfer process. At the same time Sears begun to have questions about myhusbands record from 10 years ago (no felony stuff, a minor charge...and this is a month after being hired). My husband starts to get this weird feeling like something isn't right so he tries to call this Beth (from the other post) who was the next person to call him (in a long line of persons). She won't answer. He calls her using *67(private caller) she picks up immediately. She was screening him!!! She tells him that they are retracting their offer. No explaination, no reason. He asked if they were discriminating against him. Of course she didn't answer that one! If he would not have called we would have been moved two hours from home and no job. We are set to move in a week. They told us they were going to send us a form. Our whole life is packedup in bins. Our children think we are moving. Our church has been told and our families. We have spent hours and hours trying to find our new place and hundreds of dollars in daycare, gas, and food to go figure everything out. They won't even pick up the phone??? You think you people are pissed off? You have NO IDEA!!!!!!!!!!!!!!! We are in shock and feel traumatized. And still no call. They have shut us out and that's that. If it was the misdemeanor charge from 10 years ago it was minor and has never been a problem ever before. In fact we were certified in our county as an Adult Family Home provider fro the handicapped and mentally ill. This is crazy. This corporation is evil. They have totally screwed up our life. My husband walked away from his business for this job. They made all sorts of promises!!!!!!!!!!!!!! THIEVES!!!!!!!! | |
| Carrie Lee | 2/17/12 |
| One of the most frustrating shopping experience I have ever had Posted Fri February 17, 2012 12:19 pm, by Carrie L. written to Sears, Roebuck & Co. Write a Letter to this Company | Rate this Company I purchased a wooden daybed frame (I was told it was $100.00 and there was no tag on the display bed to challenge that price) on Feb. 6th. I was told it would be ordered, and in a few days I could pick it up. (I was interested in purchasing a mattress, which was on sale at 60% off, I was ready to purchase this as well but I was told the delivery charge would be $80. I told the associate I would pick it up but that was not an option--it had to be delivered. Why give me 60% off only to charge me more for mandatory delivery. This seems like a pretty shady way to conduct business.) I called on Wed. the 8th to check on my daybed frame, and after being transfered and cut off 3 times, I was finally able to talk to a manger and was told that there was a problem with the bed. It was not ordered, by mistake. I was told that it would be shipped out to the store on the 14th and I should be able to pick it up a couple of daysafter that. I called the store on Thurs. the 16th and was told my daybed frame was in and I could pick it up anytime before 8 o'clock. My husband and I arrived at the store at 7:35pm. We scanned our receipt, it didn't work. After 10 min. someone came out, we explained why we were there and after another 10 min. a young man came out with a new receipt and scanned it and told us our order would be out in a few min. Sure enough a box came out with my name on it; it was a long thin box, and about 1.5 ft width, big enough for the back board nothing else. We were told that was it........there was no more. After another twenty min. wait a manager came out to speak with us. After another ten mins. of this manager investigating we were told that the manufacturer had made the mistake and not Sears. I was told I would have an answer the next day. The next day I received a call from the manager, it seems the associate sold me a $100 backboard and if I wanted an entire daybed frame I would have to purchase both sides and the rails for a total of $410 plus tax. Since the store made the mistake I could have $150 off the price, or I could have a refund. I took the refund. I am very disappointed in the entire 10 day ordeal and can not believe that this is how such a reputable business such as Sears conducts it's business. I will be sharing my experience with local papers as well as many blogs and facebook. I would like the daybed frame for what I was told it cost ($100) and I would like it delivered for free to my house. Woodville mall S/C 02020 3725 Williiston rd. Northwood, Ohio 43619-2097 salescheck #020201829268 82 10701 dorchester mds ---$100 plus 6.50 tax Thank you for your time and consideration on this matter, Carrie Lee (A once upon a time customer of Sears but no more) I would like the daybed frame for what I was told it cost ($100) and I would like it delivered for free to my house | |
| C. M. Airhart | 2/14/12 |
| If you live outside of the Sears in area repair you are out of luck on getting anything done without running around in circles with sears. Never again will I purchase any large appliance from them and I am recommending to all my patients that they do the same. i would rather spend more but get better service. I have a double oven that falls under parts exception warranty because the surface lining is bubbling up. I had a tech that came to my house to look at my dryer and he looked at my oven too. The company that he works for is out of Corpus TX. because I live halfway between there and Houston. We have a SEARS 20 minutes from my house but no certified repair techs here in Victoria. The tech works for the only company that would fix any large appliances for sears in our area. This was 2 years ago. I still do not have a replacement for the oven. The Tech spoke to a sears technician named Adrian and told them that the oven surface was bubbling up and no repairs could be done because it was the surface lining of the oven. Iwas told at that time that the oven fell under the parts exception warranty and that a replacement would be scheduled. When the repair company called to give me 1 day notice that they would come to my house, I was told it would be a cash charge for repair call. No oven was to be replaced at that time. It was a service call to tell SEARS AGAIN what was wrong with the liner. Appt was canceled and was told they would call back when they got info straight. No Call returned. I called SEARS and was told case closed. I went back through the whole history again for the 10th time and was told that sears new nothing about this. Then I find out that I was talking to in area repairs. I was connected to out of area repairs, went through the history again to 3-4 different people was scheduled again for repair appt. Repair people called me again to set up dat told again that they were under cash appt and no oven was sent to them to be replaced. It was to be a another appt to have a tech repeat the process of running their hand over the oven surface and then leave because it could not be fixed without replacing my oven. This has been repeated approximately 15 times or more in the last two years. I talked someone in costomer service for repairs I think on the 14th I think only to be told that I would have to pay 129.00 for a repair tech to come out again to my house, because no record of the first conversation with technician at sears was recorded that they could find, that money WOULD NOT be applied to the installation service call when the oven would be ordered and sent to the repair company. I would have to pay another 189.00 for repairs and installation at that time. I feel at this time that your company is trying to rip people off because most appliance repair companies will at least apply service call fee to the repair labor charges. At this time I am telling all of my friends to never purchase large appliances from you and I am requesting that you send the oven to my local store. I will install it myself at this rate. | |
| Nicolle P. | 2/17/12 |
| I purchased an elliptical trainer from the locally owned Sears store in Scappoose. The store is owned by Todd Mizee. My original plan was to order the equipment online. I stopped by the local Sears store to see if they had a model in stock. At that time I was told by Todd's employee that I should order the equipment from the local store to provide support to the local economy. Sounded fine, so on 2/6/2012 I made my purchase. At that time the associate, I think her name was Ariel, reviewed my delivery/set up options. I was told delivery was $75, assembly $50. I wondered aloud if the equipment would fit in my truck, un-assembled. Ariel took me to the back room and showed me a similar model, un-assembled, in the boxes. I decided to pick up the unit myself to save the $75. Ariel suggested I purchase the assembly, and I could call once I got the elliptical home, to set the appointment. Store delivery was set for 2/17/2012. Today, after not hearing anything, I called the store at 4:15pm. Todd assured me my unit was almost fully assembled. Wait, I am picking up an un-assembled unit! I explained the situation to Todd who assures me I must have misunderstood, in home assembly is not an option. If in home assembly is not an option why would I need an appointment? Todd decides he will look into the situation and call me back. Since this was a purchase for my wife, I called her to explain the situation. She called Todd who said he was working on it. She mentioned we have stairs, and was concerned the assembled unit would not fit up the stairs. Todd said he would call back. Todd did call back just before 5pm. His solution was to deliver a fully assembled unit, on Sunday, for a $30 discount on delivery and $30 discount on assembly. This option would be $80 and I would have to wait two additional days. Wait, $75 delivery less $30 is only $45; $50 assembly less $30 is $20. Out of pocket total should be $65. Nope says Todd, delivery is $40 - to deliver in the house is an additional $30 - and stairs $30 more. Really, pay more to deliver inside? I relayed the information to my wife. She decided to call Todd herself. Not only was Todd not interested in honoring the original agreement, he repeatedly mentioned how this must be our fault for misunderstanding what was offered. He said if we had ordered online we would have had to pay for delivery and I was being ungrateful at the "deal" he was making me. After all, he said, they were willing to deliver on a Sunday. GRATEFUL? To wait two more days, pay $30 more dollars and being treated like I don't know what I'm talking about. At that point we chose to return the unit in full. I will personally not shop at this or any Sears in the future. Todd has succeeded in sullying the Sears brand for my family. We tried to support the community but once again the community does not support it's consumers. Todd needs a lesson in remedial customer service. The correct response would have been to apologize for the confusion. To make up for the two day delay in my purchase they would be happy to delivery for free. I already paid for assembly so Todd lost the sale for $30. Not too mention he is now the proud owner of a $1300 elliptical machine. It is sad that this store is the local representation of your brand. | |
| Carol | 2/14/12 |
| I ordered 2 pair of pants Online at Sears. I got them no problem. One pair didn't fit so I got in touch with Sears and they told Me to take it to the nearest Sears store and they would take care of My refund. I drove 20 miles to Our Sears store. The lady there DID NOT take care of Me She said they don't sale clothes at that store so therefore She can't take them back. That Sears store acted like it had nothing to do with Sears. What is wrong with Your dumb company? If I sent the pants back thru the Mail they were gonna charge Me shipping?? So all I can say is Your Service Sucks...Fix it or I'll be shredding My Card. | |
| R Baker aka Pissed off in Maryland | 2/14/12 |
| I purchased a Schwinn 250 recumbent bike in January, needed to replace a pedal; placed my order on January 31, 2012, after speaking with 3 people my order was finally placed (customer service sucks!)I was given an order number and told I would get my replacement part within 7-10. I called Sears today which was a total nightmare; the first rep I spoke with could not find my order; she transferred me to the "parts/repair" dept; spoke withe Daniell (the rudest rep on the planet); she cut me off, placed me back in the que after telling me she was transferring me to the "home delivery" dept since they made the original order; Arly answers and low and behold she is in the "parts/repair" dept; she tells me over and over she cannot help me and for some reason doesn't understand when I request to speak with a supervisor; she continues to tell me she is going to transfer me to "home delivery" even after I tell her not to; there seems to be a language barrier of some sort; finally I agree to be transferred; well here is where it gets interesting, she transfers me back to "Daniell" who right away recognizes my voice and calls me by name; I proceed to let her know she didn't transfer me to "home delivery" as stated the first time; I politely request a supervisor and the number to Sears corporate, she tells me there is no phone number just an address; I get the address and then the supervisor, who in turn tells me there is a corporate phone number; Daniell will be sent back to customer service training; the supervisor finds my order and resolves my issue; tells me my part is on back order and should be arriving at their warehouse February 27th, keeping my fingers crossed. My advice to shoppers do not shop at Sears unless you are prepared for the runaround. Very disappointed and will never shop at Sears again, NEVER! Pissed off in Maryland. | |
| Sears Cares | 2/14/12 |
| Dear pissed off customer, I have just read your post and would like to apologize for the frustrations surrounding the delivery and repair of your treadmill. Reading about the reschedules and the poor set up it is understandable why you would be so upset. My name is Stephanie L. and I am with the Sears Social Media Escalations team. I would like one of our executive case managers to contact you and further discuss what has happened. 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 treadmill 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 “pissed off customer” 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 | |
| Sears Cares | 2/14/12 |
| Dear travis sinn, Please accept our deepest apologies for all your troubles surrounding your attempt to purchase a stove. Due to the miscommunication you received from your local Sears, I can how this situation became overwhelming and frustrating, we appreciate that you have brought this to our attention. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We do appreciate you as a Sears customer and I would like one of our corporate case managers to contact you to discuss how we can turn this into a positive experience. 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 stove 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 “travis sinn ” 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 | |
| James M. Griffin | 2/14/12 |
| My 6 year old Kenmore Elite washing machine stopped draining on 2/9/12. That evening, I purchased a Sears Service Smart Service Protection Agreement. Sears sent a service tech to my home the next day. The service tech replaced the washer's pump and performed an inspection on my Kenmore Elite dryer for an additional charge. I assumed the pump replacement cured my washer issue and the tech assured me my dryer was in great shape. A day later, the washer drum spins off balance, I have large pieces of plastic scraping off the outer hub into the tub. The washer itself is level. Also, my dryer no longer drys as well as before the tech did the inspection. After 70 minutes on the high setting, my clothes are coming out damp. I just got off the phone with Sears service. I have another repair appointment set for Saturday. They promised to send a tech that knows what he doing (actual quote from Sears). | |
| Dear False Advertisers In Crawfordsville IN | 2/14/12 |
| Dear False Advertisers..... Saturday 2/11/12 I pick up the local newspaper to find this "One Day Only Savings Event" on all lawnmowers and yard equipment. Intriuged by the very nice advertised savings listed in color print I focused my eyes on a "Craftsman 46in yard tractor" stock number 07128852. This lawnmower was listed for the price of $394 in the eye catching bubble to the side of the tractor. Ok, gotta be honest here, is this a very good deal; a one in a million chance; a mis-print; or just good 'ol false advertising? I am now convinced it is the latter of all options. When I went to the Sears store in Crawfordsville IN to enquire and purchase the tractor I was asked "what tractor are you referring to", asked the Store Owner. The 46in riding lawnmower that is in the sale ad in the newspaper, as I pulled out the advertisement from my pocket to show the lady. "Oh, no I'm sorry that is not the price for that tractor. The newspaper mis-printed the ad, and the store could not be held responsible for the incorrect info". I asked where the disclaimer for the incorrect publish was to be found and she said that she knew what the advertising info read when they sent it to the newspaper. Ok fine. But this local newspaper makes you verify the print for your advertisement before it is ran in the newspaper. This just seems to be the norm for this store. It has not only happened this past weekend nor even once before, but yet twice before that I can think of personally and the response when you confront the store with the sale ad in hand about the "mis-print" is, "the newspaper made an error". How many times can the exact same excuse be used before the store is held accountable for the Sears name tarnishment? I for one, will never go back to this store in fear of not knowing the real price of anything. Nor do I believe what they tell me , as they said there will be a retraction in the newspaper on Monday about the ad. Nope, no retraction has appeared in Monday nor Tuesday's newspaper. Misleading, untruthful, and out and right just False Advertising!!! Steve Covault | |
| Debbie Gann | 2/16/12 |
| To whom it may concern, I wanted to do a home improvement on my bathroom. Sears, being a big name corp., I thought I couldn't go wrong using them. Boy was I wrong. We signed papers on October 31st for the total repair to cost 17k the sales men told us that we would have some " major points equalling big money to redeem at sears for other merchandise " an " a thousand dollar rebate check " that niether has shown up . work did not start until December 12th. They worked an hour and then they would leave and go to home depot and stay at my house until nine o'clock at night when I have to be up at 3am. We have a jacuzzi bath tub. They ran it with an extension cord to a gfci plug that they bolted back into the wall so if it tripped i couldnt reset it also when they tore up the other wall for the gfci plug they just yanked the nails thru the wood panneling so it left holes in the panels that couldnt be put back into the walls so i was left with panels that had holes in them now . Also when they put the sheet rock back on the wall they screwed it to one beam so it flapped when you pushed it! . the mirror in the bathroom i originally wanted the repair in was crooked . the light fixture they installed flickerd when it came on an the electrician stated that "it was the high efficiancy light bulbs doing it" The caulking was awful it was 1 inch tall all the way around the base of the walls . To top it off the first set of workers felt free to bring whomever they wanted into my house an use what ever language they felt nescessary. i missed work 2 days my mother stayed the whole week an other family an friends had to babysit the workers for a 5 day job that was supposed to take three like i was told. i was unhappy with the work preformed so i called the sears sales rep back to my house an he said it was horrid work he showed me a break down of what i was paying for an low an behold the faucets that i was being charged a total of 2,500$ for they bought at home depot for 200$ an was going to be charged sears parts price for a inferer product . they also broke a custom picture frame of my grandaughter that they never offerd to pay for the sales men who came back to take pictures of the "awful job" took the frame , They ended up coming back out to redue the whole bathroom around the 18th of January. When they came back they still did not have the material to redue the second bathroom that they put a hole in. They came back out February 16th. my bathrooms are now complete but i have a leak in the second bathroom to brand new shut off valves that havent leaked this whole time an "is not thier responsibility" this time i have missed a total of 4 days on the redue of the job that was supposed to be done in 4 days now it is 2 months i have contacted sears corprate an spoke with matilda who offerd me 75$ dollars for my time lost wich with what i have gone thru is a slap in the face i get no return calls an they are not willing to budge any with conpensation of any kind im at my wits end an dont know who else to contact my payments started before work was even preformed i have held up to my end of the agreement an they have not with thiers. | |
| Diane | 2/16/12 |
| On 8/16/2011 my 80 year old mother scheduled duct cleaning with Sears Duct Cleaning Service (also dba Sears Carpet and Upholstery Care in Sacramento, CA.) After the two technicians arrived they told her that the ducts on her six year old custom home had never been sealed and proceeded to upsell her to the tune of $1,975.00 to seal the entire unit. (They work on commission) When I found out I called the president/CEO, Mr. Raouf Alafranji and questioned why it wasn't tested or photographed to show nothing was sealed. He said they charge $350. for duct testing and nobody wants to pay that much so they didn't offer that option to my mother. He said the burden of proof was on her to show the work wasn't needed rather than on him to prove it was. Long story short, we contacted the contractor who in turn provided us with the documentation that the duct system was tested by a Certified Duct Specialist when the home was built. The contractor inspected the home along with two Certified Duct Specialists that we hired. One took videos and wrote a report stating that the Sears technicians just uncecessarily smeared white goo over the already sealed unit. They had also moved the insulation out of the way as they were working, exposing the sheetrock and rendering it useless. We have a written estimate of $2,500 to repair the insulation. The inspectors term for what was done was "fradulent and bordered on elder abuse". Sears didn't want any of the documentation we offered, nor would they accept photos or videos. I invited Mr. Alafranji to the home to inspect the work as well, and he refused. Mr. Alafranji claimed his technicians did their job correctly, and the insulation was probably blown by the wind. After six months of dealing with the Sears dispute department with no satisfaction we are headed to court which they said was our only recourse. What customer service??? We have also filed complaints with the Better Business Bureau, Contractors License Board and are in the process of filing a suit against Mr. Alafranji and Sears. This has been an eye-opening experience that we have shared with everyone we know and will continue to do so in hopes that this scam won't happen to them. This above anything else shows in my opinion a lack of honesty and integrity regarding this company that had such a stellar reputation for so many years. If this is the level of service that represents Sears, they certainly won't be in business much longer. Disappointed in California, D. Brinton | |
| don't complain | 2/13/12 |
| I agree that Sears is on the way out but by posting on this site will not speed things up. Sears took a few thousand of my money and didn't even try to make this customer happy. What will make a differance is how you let other people know. Contact your TV station in your area, it is called on your side. That is the only way to get the word out of what is going on with that company and how crooked it is. | |
| Sears Cares | 2/13/12 |
| Dear marvin/linsmeier, I have just come across your post and would like to apologize for this unfortunate situation. After purchasing a new battery and having the additional work done to your vehicle only to have it fail is a valid reason as to why you would reach out to us on this site. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, and I would like one of our corporate case managers to contact you and go over what we can do to turn this into a positive experience. 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 “marvin/linsmeier “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 | |
| travis sinn | 2/13/12 |
| well two weeks a go i go to buy a stove and well they talked me in to waiting till today 2/13/12 me and my wife said ok we will wait but not to jump around it started off like this we went in to buy aa stove and they talked us in to waiting till this big sale they had comming up the stove price at the first time in was 978$ and they promised it would be in stock on the day of the sale. we said ok we will buy it then . well today 2/12/13 we go to buy the stove and guess what they raised the price to almost 1100$ i got a little upset and was ok thats fine i still wanted the stove . as we go to pay the say it will be a week for them to get the one we want in . i said no it shouldnt. we were told it would be in stock. then they give us the run around on the reason it wasnt in stock. i said we would take the display one and they said sorry we dont sell the display appliances. needless to say this is not the first time this has happened to us at the Great Bend kansas store but it will be the last time it happens i probly will not buy from there again after today so fair warning to those who plan on shopping at the greatbend store. in my opion i wouldnt. stay clear of that store. it is a waste of time money and effort to purchase from there it just realy bothers me that a store like that can afford to treat costmers the way they did. sorry for my horrid typing i am really upset with the service i recived today | |
| Salvatore Trentacoste | 2/11/12 |
On Nov 25 Black Friday at 4:01 am I tried to purchase a New Dryer that was on sail for $549.00 and place on law away. So I placed a call to the sears store ad was told that I could not purchase any appliances and place on lay away in Pennsylvania as it is illegal. So I went to the sears customer web site to make a formal complaint. Received an answer later that day with instructions to call the store and reorder my Dryer as there is no such law in PA, I called the store and spoke to a Phil, he told me to come to the store that evening and he will see what he can do. Went to store with wife and the dryer that was on sale was gone. He stated for my wife to look at the current stock and he would work out a deal .Fat Chance I had to pay more that what I originally wanted to spend. So she picked out a Kenmore washer and dryer with steam and the price with tax was 1447.86.told him I was not satisfied and wanted conditions for the sore error. He gave me free delivers free set u and removal to garage’s placed a 270.00 deposit and was to complete payments by the 17 of Feb. On Feb. 1, I went to make second to last payment and was told that my lay away was canceled due to non payments WHAT?? I said I have receipt to prove other wise yet for 1 ½ hours they kept telling me that I was wrong and the store was right. I asked for a manager and they sent Geoffrey to look into it he states that I was wrong and the store was correct I did not make my payments yet they had taken 890 of the total contract of 1447.86 leaving a balance of 560.00. receipt prove that .Finally he stated after looking further that a computer error caused the trouble and that I was correct .I indeed made the payments .He also stated that there was nothing that he can do the refund was sent to me NUT (the store associate was giver two addresses (we have rural root deliveries witch means we had a physical house address and a mailing address. he sent to the physical address and we will never get that refund. He corrected the trouble and told more a refund=d would arrive in 5 days it has been two weeks and when I went to check on the refund status was told that it will be 90 days or more before I get the refund with a restock fee of 25% of lay away amount so that not only canceled my law away then also stole 25% on the Cash that I paid and was told am no longer allowed to buy from them again because I an considered high risk because They Screwed up. I called the store and asked to speak to a manager and was told no one available to take my call. I called customer service and they told me they can not help me I need to call store and when I do get hung up on with no contact, I have filed a compliant with the state attorney general of pa send if I get no satisfaction will get a lawyer and sue big time . My last contact I was told that I need to drop my complaint or they will hold up my refund indefinitely what kind of Crapo is this. He stated to me that it is store policy to keep 25% and a 90 day waits on refunds. That is being a Loan shark in a since I am not getting ant interest for them keeping my money and I am not happy with the 25% cancelation policy as wekk.This really explains why sears is loosing money and is in the toilet as to customer service I want some action to correct this or the next step is a law suit for big bucks The Sears store in Question is located on Rt 611 in the Stroud’s Mall Stroudsburg Pa 18360 | |
| Cory Van Hassent | 2/11/12 |
| Was treated extremely poorly at KMart store #3506 Wayne NJ. KMart partners with Mattel to host a Hot Wheels Collectors event quarterly. These events are highly anticipated by the Hot Wheels collectors community. These events provide a rare opportunity to purchase new to market and exclusive Hot Wheels cars. Typically a large volume of vehicles are purchased as result of these events. On February 11th 2012 an event was scheduled to begin at 9AM at KMart 3506 in Wayne NJ. These events have began at 9AM since there inception around 10 years ago. I arrived exactly at 9AM to find all Hot Wheels were already distributed and opened by customers who arrived early. Even though the event always starts at 9AM and I arrived at exactly 9AM I was told extremely rudely by employee Darlene Camacho that the Hot Wheels are distributed first come first served and "That is how I do it". I have two points of anger with this situation: 1 How can I be too late to an event that starts at 9AM when I arrived exactly at 9AM? 2 Absolute unnecessary rudeness and blatant ignorance by Darlene Camacho to even consider the event was run incorrectly. I was told repeatedly that "This is how I do it". This is unacceptable customer service. There will be loss of business by myself, my family, and anyone that may be interested in listening to me. | |
| pissed off customer | 2/12/12 |
| I PURCHASED A TREADMILL FROM SEARS, IN BELLINGHAM, WASHINGTON ON FEBRUARY 04, 2012. I PAID FOR DELIVERY AND SET UP ON FEBRUARY 7, 2012. AT THAT TIME THE SCHEDULED DELIVERY AND SET UP WAS FOR FEBUARY 16, 2012. ON THURSDAY, I CALLED AND CHANGED THE DELIVERY DATE FOR FEBRUARY 11, 2012. ON FRIDAY FEBUARY 10, 2012, I RECEIVED A COURTESY CALL THAT THEY WOULD DELIVER AND SET THE TREADMILL BETWEEN 12:45 AND 1:00P.M. ON FEBRUARY 11, 2012, I RECEIVED A CALL FROM THE DELIVERY GUYS THAT THEY WOULD BE AT MY HOUSE TO DELIVER AND SET UP THE TREADMILL I PURCHASED AND PAID $107.00 FOR THE DELIVERY AND SET AT 12:10P.M. THEY DID ARRIVE AT THIS TIME AND DID SET UP THE TREADMILL. 15 MINUTES AFTER THEY LEFT, I WENT TO GET ON THE TREADMILL AND NOTICE IT WAS RUNNING SLOW, I LOOKED DOWN AND NOTICED THE BELT WAS NOT CENTERED. I IMMEDIATLY CALLED THE SERVICE CENTER AND TOLD THEM THE TREADMILL WAS RUNNING SLOW AND NOTICED THE TREADMILL BELT WAS NOT CENTERED. THE LADY TOLD ME TO HOLD ON AND SHE WOULD TRY AND REACH THE DELIVER GUYS. NOTE NOW, THEY COULD HAVE ONLY BEEN GONE 30 MINUTES BY THIS TIME AND COULD HAVE TURNED AROUND AND CAME BACK. I TOLD THE LADY TO HAVE SOMEONE TO COME BACK OUT ON MONDAY AND FIX THIS. SHE SHOWED THEY COULD COME BACK OUT ON MONDAY, FEBRUARY 13, 2012 AND THAT SOMEONE WOULD GIVE ME A COURTSEY CALL AS TO WHAT TIME THEY WOULD BE OUT BETWEEN 8:00A.M AND 12:00P.M. ON SUNDAY AT 6:15P.M NO ONE HAD CALLED ME TO LET ME KNOW WHAT TIME THEY WOULD BE OUT, SO I CALLED THEM. AT THIS TIME THE YOUNG LADY I SPOKE TO TOLD ME THAT THEY WOULD NOT BE ABLE TO COME OUT ON MONDAY, FEBRUARY 13, 2012 AND THE NEXT DATE THE REPAIR GUYS WOULD BE ABLE TO COME OUT WAS ON FEBUARY 14, 2012. I TOLD HER THIS WAS NOT ACCEPTABLE, THAT I HAD THINGS TO DO AND WAS NOT GOING TO SIT AROUND AGAIN. I IMMEDIATELY ASKED TO SPEAK TO A SUPERVISOR, WHEN SUPERVISOR MICHAEL CAME ON THE LINE, HE TOLD ME THAT THE NEXT DAY AVAILABLE WOULD BE FEBRUARY 14, 2012 AND THAT THE LADY I SPOKE WITH ON FEBUARY 11, 2012 AT 1:00P.M. DID NOT ENTER A SCHEULE TIME IN THEIR SYSTEMS. I GOT IRATE THEN, AND TOLD THEM TO COME AND PICK UP THEIR TREADMILL AND REFUND MY MONEY IMMEDIATELY, THAT I WAS NOT GOING TO WAIT UNTIL THEY SCHEDULE A PICK-UP FOR THE TREADMILL AND I HAD TO WAIT TILL THE TREADMILL GOT BACK TO THE WHAREHOUSE AND WAIT 7-8 DAYS TO GET MY REFUND. I TOLD MICHAEL NO, I HAVE HAD ENOUGH OF THEIR BULLSHIT AND I WANTED MY MONEY REFUNDED WHEN THEY PICKED UP THE TREADMILL. FIRST OF ALL I WAS LIED TO, SECOND BECAUSE YOU HAVE INCAEPABLE PEOPLE WORKING FOR SEARS, I WAS NOT GOING TO PAY THE PRICE FOR THEIR ERROR. WHEN I PURCHASED THE TREADMILL, I PAID FOR IT CASH, WHEN I PAID FOR SET UP I PAID FOR IT THEN, SO FOR ALL THE BULL YOU HAVE PUT ME THROUGH, I WANT MY MONEY WHEN YOU PICK UP THE TREADMILL. I AM CONTACTING MY ATTORNEY TOMORROW, FEBRUARY 13, 2012 AND GOING TO MY BANK AND REVERSE THE CHARGES, THEN YOU CAN COME AND PICK UP YOU TREADMILL. I WILL NEVER, NEVER, NEVER PURCHASE ANYTHING FROM SEARS AGAIN, AND WILL MAKE SURE I SHARE THIS STORY WITH EVERYONE I KNOW, SO THEY CAN ALSO TELL THEIR FRIENDS ABOUT SEARS CUSTOMER SERVICE AND HOW THEY ARE LIARS AND TRY TO GIVE YOU THE RUN AROUND. THIS IS WHAT I SAY ABOUT BUSINESS NOW DAYS, THEY ARE ALWAYS TRYING TO GIVE YOU THE RUN AROUND WHEN THEY HAVE "YOUR MONEY". IF I OWED THEM SOME MONEY, AND DID NOT PAY IT, THEY WOULD HASSALE ME TO DEATH, BUT WHEN IT COMES TO YOUR MONEY, THEY THINK THEY CAN DO WHAT THEY WANT, BUT NOT WITH ME! I WOULD HAVE KEPT THE TREADMILL, IF THEY WOULD HAVE DONE WHAT THEY SAID AND HONORED THEIR AGREEMENT. SO EVERYONE DO NOT PURCHASE ANYTHING FROM SEARS AND I "MEAN ANYTHING". I WILL ALSO BE CONTACTING THE CORPORATE OFFICE REGARDING THIS MATTER ALSO, EVEN THOUGH I KNOW THEY DON'T GIVE A DAMN EITHER. SEARS ACTS LIKE ALL YOU HAVE TO DO IS SIT AT HOME AND WAIT FOR THEM AT THEIR CONVIENCE,BULL! | |
| Sears Cares | 2/10/12 |
| Dear Almost burnt my house down and refuses to refund service charge, My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear how the technician handled the repair, your frustration is understandable. I would like one of our corporate case managers to contact you and look further into this. 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 number your repair appointment was scheduled under and we will call you directly. Also, in your email, please provide the screen name “Almost burnt my house” 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 | |
| dreamer | 2/10/12 |
| I bought a mower from Sears and it has had five service calls on things breaking. I called Sears and told them that it had ten hours run time on hour clock and that I was not happy with the mower. They set up a time with delivery to pick up mower to give me a new one. The lady I talked to was very nice and told me that the customer was the most important thing about keeping Sears stores open. THEN I WOKE UP AND IT WAS A DREAM , I THOUGHT SEARS WENT BACK THE WAY THEY USE TO BE TWENTY YEARS AGO. I WAS SO SAD. I STILL HAVE THE SAME OLD MOWER. | |
| Rich Smith | 2/9/12 |
| Buyer beware with Sears Home improvement projects: If your approached by someone from Sears and they ask you if you have any home projects planned for the near future...RUN!!!! Let me tell you this has been an experience from hell that I never want to live through again. We had a roof replacement done and it's been like pulling teeth with Sears. There is no communication whatsoever from their team from the sales person to the district manager. The sales person Richard promised a whole lot things and never came through. We were promised details of the materials being used, a cost breakdown, vents on both sides of our house and replacement of the fascia around our house. Richard the sales guy saids yes, I'm there if you need me ever during the process..NEVER SAW HIM AGAIN. What was promised was not delivered. Gave him my cell # to reach me, he calls my home while I'm at work. I asked the office for my breakdown of the project, they said my contract was my details. My 6 year old son could write down exactly what they provided to me. It's been a couple of weeks now and my concerns have never been addressed. The best part of the whole experience was the contractor (third party contractor, not Sears) who made the roofing experience bearable. The work was done but not according to how it was explained to us. I've been trying to get a update as to why, still no one has address the issues at hand. If any communication it's an admin at their main office(Beth), not the sales person, not the district manager(Rodrigo), an admin. Sears will rope you in with a lot of promises but their all false. Once they have you in their grasp, game over. Its not the Sears I use to know and love, that's for sure. For the price you pay, you think you would get better treatment than this. I WILL NEVER USE SEARS SERVICES EVER AGAIN!!!!!!!!! For the service given, I way overpaid and feel somewhat ripped off. | |
| marvin/linsmeier | 2/9/12 |
| Had my alternater repaired on car a new battery and some electrical at sears in west land next day AAA came out twice to jump vehicle next morning alternate caught fire burnt my car | |
| Erianne Rivera | 2/9/12 |
| I purchased a washer and dryer from this individuals names BRIAN CENTER whom owns the sears store located at 3162 Marther Luther in fayetteville Arkansas phone 479575 9266 for a total of 988.23 and never did we get it been back and forth with this guy only to get told after calling corporate and all and asking him for my money back for a product never shipped that it would not be possible. I have lost my 988.23 to a thife ! he has told corporate that hes done dealing with us. How can someone get away with stealing someones hard earned money?? I will never do any deals with anyone associated with sears in my life ! He will be taken to court !!! | |
| Sears Cares | 2/8/12 |
| Dear Brian, I came across your post and wanted to reach out. We’re very sorry to hear about the way our business partner treated you at your local Sears and we would be more than happy to look into this and offer our assistance. Although you were assisted in the beginning with the exchanges and credits, the level of this customer service should have not wavered. Your frustration is understandable. I would like one of our corporate case managers to contact you to go over not only what has transpired but to also assist in achieving the proper resolution. My name is Stephanie L. and I am part of the Sears Social Media Escalations 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 your pool table was purchased under, and we will call you directly. Also, in your email, please provide the screen name “Brian King” you used to post on this site for reference to your issue; we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support | |
| Almost burnt my house down and refuses to refund service charge | 2/9/12 |
| Wow! Shocked is not even close enough to describe my feelings towards Sears Home Service department!! I needed a range repaired and so I purchased the part through Parts Direct and had it mailed to my rental home. I then scheduled a technician through their home service department to come out and replace the part. He came out, replaced it and left. That night, when my renters went to use the stove, a loud pop happened and the breaker blew. I called and they sent a new technician to see what happened. Well the original technician had loosened up a wire that wasn't loose before and it ended up shorting across another wire and blew the breaker and fried one of the burners. He didn't have the parts to repair it so he scheduled another follow up visit. When the next technician came out (yesterday) he "fixed" it and left. Well last night when my renters went to use it, a huge spark and flames came out of the oven. Almost burnt the house down. They unplugged it and put water on it to put it out. I call Sears service last night and tell them I would like a refund for the service call and was told that they can't refund it since a technician actually went out. My response is I paid you to FIX the stove, not send an incompetent technician to BREAK my stove and try to burn my house down! They let me file a claim with their insurance for the stove that they fried, but REFUSE to refund my service call money. So this morning a "Service Manager" calls me and says that he can't refund it either. He then proceeds to say that Sears can't be a viable company if they just refund money. Again I state that Sears didn't perform the service that was paid for and he disagrees because they sent 3 technicians. I reply that they BROKE my stove and almost burnt my house down and could have killed people. He offers to send yet another worthless technicia | |
| Sears Cares | 2/6/12 |
| Dear Christopher J. Cardinale, I am very concerned about what I have read here. I came across your post and wanted to reach out. We’re very sorry to hear about the way our business partner treated you at your local Sears and we would be more than happy to look into this and offer our assistance toward helping resolve your issue. My name is Stephanie L. and I am part of the Sears Social Media Escalations 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 we will call you directly. Also, in your email, please provide the screen name “Christopher J. Cardinale” you used to post on this site for reference to your issue, we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support | |
| Sears Cares | 2/6/12 |
| Dear Walter Hermreck, Please accept our apologies for the poor service surrounding the repair of your wife’s grandmother’s washer. This is not the type of service Sears prides itself on. We especially would like to apologize for the poor customer service. I can understand your frustrations concerning the multiple transfers without any resolution. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, I would like one of our corporate case managers to contact you, we can help. 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 washer was purchased under (if different than the contact phone number) and we will call you. Also, in your email, please provide the screen name “Walter Hermreck” 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 | |
| Sears Cares | 2/6/12 |
| Dears T. Morris We sincerely apologize for the disappointment surrounding your online purchase. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our corporate case managers who can help you communicate and work with the vendor in question on a solution. 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 pressure washer was purchased under (if different than the contact phone number) and we will call you. Also, in your email, please provide the screen name “T. Morris” 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 | |
| H. Hobbs | 2/6/12 |
| (Continue...It was relayed to me when the tech arrived and opened the refrigerator the first thing said was “this issue is common with this model and do you have the parts?” Of course there were no parts being that was the first time a Sears tech assessed the appliance. I was on the phone with my rental manager while the technician was at the house. At that moment she mentioned the tech was on the phone ordering the parts. He said to her that once the parts arrived to call Sears back to set up an appointment time to complete the repair. That evening I returned a missed phone call from Sears which was to confirm the ordered parts and to tell me once the parts arrived to call back to set up an appointment for the repair. I received calls from Sears (automatic messengers) as reminders to set up an appointment once the parts arrived. The last was received on 01/24/12. Today (02/06/12), my rental manager informed me that the parts had yet to arrive. I called Sears (third call 02/06/12) to find out the status. The representative who I spoke to told me the ordered parts and service were cancelled due to me not approving the estimated cost for the repair and that the technician attempted to call me three times (which is false because the only time I received a call from the Sears tech was the day of the service appointment) to seek my confirmation of the cost. I told him I did not receive any calls from the technician and explained to him that there should not be any cost associated with the repair because the issue falls under the service flash. He then placed me on hold to speak with a supervisor. When he returned he said I needed to set up a new appointment for a tech to go back and do a new assessment. I mentioned it did not make any sense for the tech to go to the house again and confirm what he already confirmed on 01/18/12. In disagreement I asked to speak to his supervisor. She was not helpful at all and told me she was unaware of any service flash associated with my account/appliance and I would have to pay for part of the repair. Again I disagreed and was then forwarded to another department to apparently help so I thought at first. Aside from Nancy I must say Mike ID#251164 was the most helpful and professional of all sears representatives I spoke with. He was the third representative I spoke to during my third call. He asked for the refrigerator model number, which I provided and confirmed that not only is there a service flash associated with the problem I explained, but there are two service flash (FF46-515R5 & FF46-515R6) associated with the model. He assured me that there will be no out of pocket expense for the repair. He mentioned that the parts could not be reordered until a service tech reassessed the refrigerator. I asked why does a service tech need to reconfirm what’s he has already confirmed. Mike expressed they want to be sure no additional issues arose since the last call. He said he would be able to schedule the first appointment in the morning. I said I would need to call back again because I needed to check with my rental manager to find out her availability. My rental manager confirmed there were no new related issues with teh fridge. When I called back (fourth call 02/06/12) I spoke with Diane #ID251055. I explained that I was calling back in regards to a service appointment. Again, I explained to her everything that I have mentioned previously, the situation about being stationed elsewhere due to my husband being in the Army and the inconvenience having to do another assessment. I asked her if there is any possibility to reorder the parts since it’s already in the system eliminating the additional service call as it has already caused a lot of hassle. She mentioned they do not know which parts are required because it is not recorded in my notes. I inquired and said shouldn’t there be documentation of all such orders? It was then explained when parts are cancelled some of the information (as to what parts) are not retained in the recorded documentation. I guess asking so many questions and being inquisitive lead Diane to say “that’s what happens when you’re out of state.” I took extreme offense to that comment. I was appalled. I could not believe what she said knowing I had mentioned to her being stationed elsewhere due to my husband being in the Army. When I asked if I had any further questions I told Diane I was offended at her remark and attempted to express myself past the big knot that developed in my throat how we don’t have a choice where were live. I understand how frustrating it can be at times as a customer service representative, yet as a professional there are some things you just don’t say. I am proud of my husband’s service to his country and as a provider for our family. She apologized stating that she did not mean any offense and she meant the long distance and trying to deal with things like this over the phone. Yet it has left a bitter taste. | |
| debbie ashley | 2/6/12 |
| in january of 2010 we purchased a kenmore pro series double wall oven. we also purchased a 5 year extended warranty. late august of 2011 we started having problems with the ovens. the problems we experience are intermittent and not predictable.september 2011 a technician came out to check the ovens..when i explained the problem with the ovens, he told me that our ovens were very complicated, he was not familiar with the problem and that i should keep track of the problems & call customer service if problem continued...the next time the ovens acted up we scheduled another technician appt....a different person came out & was as confused as to what would cause this as the first person..he also told me these are very complicated & difficult to diagnose as the problem could be the result of one bad part or any combination of bad parts & he told me to keep track of the problems & call again if necessary....seriously my oven is so complicated that if something is wrong they don't know how to fix it...right before thanksgiving the ovens were really bad and would stop working at any given time & i host the holiday at my house...i spoke to same technician who said if he started replacing parts then it could make the ovens even worse during the holiday & i should wait...the ovens continually just start beeping & shut down while i am using them at anytime...next we are into december when i do a lot of baking & cooking and the ovens are getting worse..i schedule another technician appt between 8 & 12 at 11:30 the same technician calls and tells me that if he were to come out it would be a waste of time because he can not do anything...i am complaining because it is going to posswibly mess up christmas cooking...he says i should have him out after christmas because if he attempts to do anything the ovens may get even worse & interfere with holidays...he said he will order replacement parts for every possible problem & he will replace them between christmas & new year....amazingly as our tradition is the sunday before christmas people are coming over for a holiday brunch...the ovens shut down & we had to take everybody out to eat & that does not count the fact the all of the ingredients we purchased to make all of the dishes went to waste & during my cookie baking times, some cookies were not able to completely bake after the ovens shut down..the technician came out with 2 additional men to replace parts...before they changed any parts they saw the ovens making all their crazy sounds & shutting down...they had several parts, but after replacing only one part they said ovens were working & left...2 hours my ovens shut down again...now it is almost time for me to have a new years party that i am making all the food for in my amazing ovens & they are acting up...we called customer service several times never getting to speak to same person asking to have our ovens replaced only to be told that that was not possible..2 more service appointments were scheduled only to have nobody show up or call...nobody in customer would do anything but schedule new appts & another appt was a no show..these ovens cost 3,000$ and we have 5 year warranty...we are told we can not have new ovens...2 new technicians come out together & change all the additional parts the other guys did not bother to change...ovens are working...so happy...then4 days later the ovens are making crazy beeping & are periodically shutting down..we had to go out of town & upon returning called customer service to schedule another appt & we ask if we could have the same 2 techs who came the last time & they said yes & when asking again about getting replacement ovens sears says that the technicians have to say weneed new ovens then they can be replaced...the morning they were supposed to come out i get a call from a different technician saying he is scheduled to be the one to service our ovens but it would be a waste of time because he does not even know how to work on these ovens...he said he would call his manager & call me back..he calls back & says i have to wait 2 more days then the techs who should have come will be out...they do show up..they are not sure what else to do for us...they call someone on their phone & say that this person knows what the problem is , that it can't be fixed & they would waste parts & time trying to repair..they go outside to make phone calls to see if we can get new ovens for us..even though customer service said technician had to handle us getting new ovenstechs said they had nothing to do with that, they had no authority & that sears had to handle that..they also talked to their manager & other people & told us we could not get new ovens they were not going to replace any more parts...really my $3,000 ovens do not work right but i can not have new parts put & i can not have replacement ovens & they told me to call customer service & complain & that they were sure they would have to back out again...called customer service..finally talked to someone who seemed a little concerned.& we were told she would talk to repair people about fixing & she wanted techs to come back out again today between 8 & 12....no show, no phone call...i called and was told we did have an open order but they did not know why the tech did not show...they said they wouyld investigate & call me back within an hour...that was an hour & half ago..still no call...this has been the most stressful situation ever...i have ovens that don't work right since september. have been told i can't have any more parts put in & i can not have replacement ovens....i will never buy from sears again..i have now read many reviews posted about sears home repair service where people are livid with similar situations..i wish i had read reviews first...i have contacted our attorney general to file a complaint & am doing so with better business bureau..if they can not resolve this nightmare i will hire a lawyer & sue...never would i have thought that a company could sell a product &extended warranty & say we are not changing any more parts & you can not have replacements.....the number of days i have worked my schedule around their appt time only to have no one show or call to say they can't fix anything is unbelievable...does a lemon law exist? | |
| Brian | 2/6/12 |
| On 11/26/12, my wife Jennifer King, ordered a 7ft Auburn Pool Table/Ping-Pong combination sales check number 093001255059. I paid $211.99 for the item. I went to pick the unit up at the Neshaminy Mall Sears Store #01454 on 12/2/11. When the unit was being loaded into my pick-up truck, the store employees dropped it onto the driver’s side corner of my truck. This caused a hole in the packaging. On closer inspection, it was visible that the unit was cracked in half. I was creditted for the unit on sales check # 014549095321. I immediately reordered the unit on sales check # 093002156326. When I picked up the unit on 12/08/11, I received a credit because the box was damaged. When I attempted to assemble the unit on Christmas Eve, I observed that it was damaged. The table at the one center pocket was cracked through the wood and the plastice. There was also damage to one of the legs. My wife and I attempted to rectify the problem, making several calls and visits to the store. I was directed to cal the 1-800-4-my-home line. I spoke with customer service personnel who redirected me to the store. I was told that there were no repair ‘professionals’ in my area. I was told I had 90 days to return the table to the store. That statement is nonsense!! I have a 2 year warranty in place. I spoke to a salesperson named Tom at the Neshaminy Mall Sears on 01/19/12 at 4PM. Tom told me that he would discuss this with his manager and call me back. I still have not received a return call. What I expect now, after all the misdirection and aggravation, as well as the fraudulent sale of an apparently unusable warranty, is for Sears to make arrangements to replace the broken unit at their expense. You can deliver it, set it up and take the broken unit away. I expect to be contacted within 30 days of your receipt of this letter. My next step will be to contact my local Fox-29 station. They seem to thrive on reporting how people get screwed over. The negative publicity would be huge. I would also discuss with them the mini-bike that I purchased on sales check # 010840713994. The bike was sold to me from your Bustleton/Cottman Ave store just before Christmas. There were no handle bar assembly parts. Guess what?? When I contacted your store, they told me I was on my own. This is just another example of not only your store’s incompetence, but their refusal to make good on their own mistakes. Angry at being decieved, Brian King and family | |
| H. Hobbs | 2/6/12 |
| (Continue...END) I would be more understanding if we were the reason for the needed repair and the mysterious cancellation of the parts but it is obviously a major flaw in the manufacturing of this Sears product and an associate not performing a thorough inquiry before cancelling an order and thinking that the customer is responsible for cost of a repair that falls under a service flash. To have the tech go out to the house again, then wait for the parts to arrive and have a tech go back for a fourth visit is ludicrous. It’s absurd that the part which was once ordered cannot be reordered eliminating all parties involved to rearrange their schedules. This is ridiculous and grant it being stationed away from our home, our tenant works days and the only authorized person to be in the home due to tenant/landlord agreement privacy act is our rental manager who already has a busy schedule, and who was there for the first two service calls and willing to be there again for the actual repair...not for a reassessment of the assessment already performed.. | |
| Sheila | 2/6/12 |
| We contacted Sears Home Service because our Whirlpool Cabrio washing machine sounded like a jet taking off. The service department said that the cost would be $140.00, but that would be put toward the repair of the machine. The technician came to the house and was incredibly rude. He went to the washer, put it on the spin cycle for about a second and told us to buy a new machine. That's it. We told him we wanted it fixed, he wouldn't fix it and demanded $140.00. We gave him the check to avoid conflict and contact a local repair company. They came and contacted Whirlpool on the spot and found out that Whirlpool is replacing the part for free. We stopped payment on the check and now are in a battle with Sears because they sent it to collection. We called Sears to get an address to send a copy of letter we're sending to the collection agency they hired and they refused to give us an address. Needless to say we will never, every use Sears again. It is not a surprise that they are in financial trouble. Good Riddance. | |
| OLD EX EMP | 2/7/12 |
| Use to be true SEARS WHERE AMERICA SHOPS, SATISFACTION GARANTED OR YOUR MONEY BACK IS NOW ALL LIES. The hard working low paid people was what kept the store open. THE PEOPLE THAT TRIED TO RUN THE STORE INTO THE GROUND LIKE ROBERT PARTEE, LYNN SLACK,WILL EDMONSTON. CHARLES HOLCOMBE AND THE LIST GOES ON. Today SEARS is crooked and all the people just don't care. It is to late for SEARS , they need to close all the stores and Kmart. Time to get a company in there that can make a customer happy. Try LOWE'S it is better than SEARS ever was. FROM LOOKING AT ALL THE REMARKS AND ONE STAR RATING JUST HOW LONG DO YOU THINK SEARS WILL BE HERE. | |
| Christopher J. Cardinale | 2/4/12 |
| Sears Automotive in Middletown, New York (Crystal Run Galleria Mall) threatens to call the police on people who are dissatisfied with their repairs and as a result refuse to pay their bill until a resolution is worked out! It happened to me in November of 2011 when I brought my truck in for new tires and a new thermostat. First, they "upsold" me a bunch of extra repairs because they said they kept finding things wrong with the truck that I didn't know about. Eventually I authorized them to do a bunch of repairs that were to total $1500. After numerous delays I returned to get the truck and was told they only completed $1300 of the repairs because the last two steps they sold me: an alignment and a tire rod, were not actually repaired because, in their words my "entire front end [was] shot", so it was worthless. Later their own manager admitted that they should have checked the front end or noticed the problem BEFORE doing any work to the truck, yet still wanted me to pay a $1300 bill. This manager, Dave Hildenbrand, told me that in fact my front end was NOT shot, that his staff made a "quick call" on that and that that one of them, a manager named James was "not mechanically inclined" and that they'd had problems with him before! Thus I should not listen to him, actually my truck is fine. So now I have three different stories from them and cannot trust or rely on their work. Dave's suggestion was "well, we'll go ahead and do the alignment and tire rod for free" instead of charging me the full $1500. Obviously, since other members of his staff had told me this repair (and in effect all repairs) was worthless, I declined and said I would get back to him. He then turned quite unfriendly and said "well the truck can't sit in here forever" so I had better hurry up and let them know what I planned to do within 24 hours or else they would call the police. He FURTHER said "i'm supposed to have already called" within the first 24 hours (my discussion with Dave didn't occur until a day or two after my discussion with the others). I wrote them and was given a case number to call back about, but actually they left messages at my mother's house (where I have not gotten a phone call in 10 years and it was never the number I left them in my letters or during the repairs). I got the messages later (probably weeks later) from my mother and then returned their call, citing the case number, and left three different voicemails with my proper phone number, to a "Robert Plyler" or a "Christy Winn" in the Sears Exec Office. No one has called me back. I am an attorney and am looking into whether or not Sears, or at least the Middletown, NY Sears, actually threatens customers with police action when the customer is dissatisfied with their shoddy work. | |
| Walter Hermreck | 2/4/12 |
| Before Christmas I purchased a washing machine on Sears.com from my wife's grandmother. We had it delivered to a local Sears in her area to be picked up. The machine wasn't working right after about 10 days. Called the warranty dept who sent out a tech to look at it. He called me to let me know that we should just replace it since it's under warranty. Called the store manager in Guymon, Ok, Charles Andrews. He pulled up my order, saw that it was under warranty and told me he would take care of it. 3 weeks later I called back and there he had no idea if it had been ordered or not and referred me to an 800 # that he said was "the warehouse" and they could tell me where my order was. The number was NOT the warehouse and consequently I was passed from one customer service person to another having to explain the situation a total of SEVEN times. There were ZERO notes on the account that a tech looked at the machine, made recommendations or said it needed replaced. The store manager had NO CLUE what-so-ever either. The customer service people seemed to not know where to transfer me, all I heard was the standard, "We're sorry this happened...and blah blah blah." I knew I should have spent the extra time and money and purchased from Home Depot, Lowes or Best Buy. The SEARS service that I dealt with was/is incompetent on EVERY LEVEL. I will NEVER purchases ANYTHING from this organization again. My predication is that in 2 or 3 years they will probably not exist with the poor products and poor customer service they provide. | |
| Christopher J. Cardinale | 2/5/12 |
| Well I guess my other story didn't post and I don't want to write the whole long thing again, but, SEARS AUTO DEPARTMENT (Middletown, New York) THREATENS TO CALL THE POLICE IF YOU ARE DISSATISFIED with their work. Happened to me on December 2, 2011 and I have attempted several times to call them on some phone number they gave me for a "Robert Plyler" in the executive offices...but I never get a call back. I am a licensed attorney and am now looking into just how much this has been happening to see if there is a basis for any litigation! | |
| T. Morris | 2/5/12 |
| My wife bought me Pressure Washer for Christmas. It stopped working after a few minutes of use. I have called Sears Marketplace customer no-service on three occasions and have yet to get this resolved. My main issue is that they want me to pay the return postage for this piece of junk, which could easily cost $25. Twice I was told that I would be emailed a prepaid UPS label, which never happened. Today I was told that my return label requests had been rejected. IAlso, I'm not allowed return it to my local Sears store either. This week I will make my final call to Sears, specifically to Imran Jooma (Sr. Online Exec). If that doesn't work, I'll take it to the Clark Howard Show. He has a way of encouraging companies to treat customers fairly. Who knows maybe Stephanie L. will resolve this before I waste any more of my time on it. | |
| Sears Cares | 2/3/12 |
| Dear Lisa Greco, Please accept our apologies for the poor service concerning the repair on your washer. This is not the type of service Sears prides itself on. I can understand how upsetting this can be after not receiving the parts required and having to endure multiple reschedules. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, I would like one of our corporate case managers to contact you and look further into this. 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 your washer was purchased under (if different than the contact phone number) and we will call you. Also, in your email, please provide the screen name “Lisa Greco” 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 | |
| Fomer tech | 2/2/12 |
| Its show you who sears cares about. Stephanie L is only allowed to look and give answer to only a few people. To bad for the rest of us . I really loved my job as a tech at sears. I always to care of customer first. But sears didnt care of its employes. This shoud show customer how the feel about them. FOMER TECH | |
| Kathy Kramer | 1/31/12 |
| Sears - you have hit an all time low. I understand that the Karscumian Sisters are posing topless for their jeans to be sold in your store. Have you ever thought about what these do nothings represent? They represent everything that is wrong in this country. Do not look for me in your stores. If you would agree to sell their "merchandise", you would not be looking out for the best intersts of the "working Americans". I work for a living, I do not live off honest hard working individuals. | |
| former tech | 2/1/12 |
| I was hurt on a dishwaehetr call. Called my manger. Went to concentra. Advisewd me of a hand being brunt or a chemical reaction. Advised HR and manager. I missed one day. ON light duty for 1week. Escreen called after injury.(had to do drug test and alcohole)ask If i used meds for my lower gi promblem i said yes. He said sometimes they come back postive for thc. 1 weak later i was fired.(i dont used drugs) nOW IAM HIRING A LAWYER TO DEFEND MY GOOD NAME.Watch SEARS CORP bad news | |
| Lisa Greco | 2/1/12 |
| I had to use Sears Repair through my Home Warranty Company to repair my washer. Horrible service! They sent out a repair man to complete the job with no parts, he then rescheduled for a week later and told me the part would be sent to my home. Parts never arrived but the Sears Customer Call Center told me it was sent and signed for by some one I never heard of. The part was then sent back to the Sears Store and I scheduled the appointment for 8-12N no one ever came. Now I'm being told the technician will be out today from 1-5pm. Sears Repair is the worse service ever. Do not use them. Sears was supposed to have a good reputation as an American Company.......Not anymore. | |
| Thomas Cosgrove | 1/30/12 |
| I have been a longtime user of Sears products. Over the last ten years between garden tractors, power washers, tools, automotive, ect. I have spent well in excess of $10,000.at my local Sears store.(a simple check of my account will verify what I am stating is factual). I purched a sears Elite grill (model 11916676800) for about $800.00 in July of 08. Unfortunately it needs a part (B06W03-4N-B23)that your parts department states is no longer made. After an email chat to confirm this with your csr at Parts Direct, it was suggested that I go to a local Sears store for further assistance. I did go to my local store,(Middletown NY), and after all was confirmed again, I was given the number for the Sears supplier of grills, Victory Land Group and told to contact them for additional help.They simply confirm that this part is out of stock, and no longer available. Frustrated and simply looking to find out what other part can be substituted or made to fit my less than three year old grill, I called your "Executive" customer service. What a joke! After going through the story again, I was transfered to your escalation department, only to be transfered to your customer solutions area only to be told that a manager would call me back!!! The customer solutions individual Nancy ID#50025 at your Dallas call center did offer me a 10% discount off the purchase of a new Sears grill or a discounted service call from a Sears tech. Despite my repeated request for someone from Sears to call your supplier and make an inquire as to what they would suggest,apparently, no such action for what might well be a simple solution will be taken. Several issues jump off the page. Why are product parts for what I am told is a popular grill no longer made without at least a substitution, Why is it soooooo dificult for your customer service people to service your clients? I suggested and believe that a call to your current supplier (Victory Land Group) from the company that is purchasing a good number of these would carry a lot more weight than my experience with them. Your new Elite grill is on sale for about a thousand dollars. While I did appreciate the offer of a discount,obviously for any future larger ticket items that I would look to purchase, I wouldnot go back to Sears. | |
| Sears Cares | 1/30/12 |
| Dear Do Not Ever Use Their Layaway, My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I have just read your post and I want to apologize for the cancellation of your layaway, I especially want to apologize for the poor customer service. It is very clear and understandable why this would be upsetting. I would like one of our corporate case managers to contact you and discuss how we can make turn this into a positive experience. We do value you as a Sears customer. 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 television bundle 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 “Do Not Ever Use Their Layaway” 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 | |
| Sears Cares | 1/30/12 |
| Dear Rose, I have just read your post and want to apologize for the less than professional attitude from one of our representatives. Thank you very much for bringing this to our attention. It is understandable that this would make someone feel uncomfortable and not want to continue to shop in that environment. I would like one of corporate case managers to contact you to look further into this. 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 any item 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 “Rose” 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 | |
| Patricia | 1/30/12 |
| First and foremost, I read many negative comments under this thread, and it is no wonder Sears will be out of business in the upcoming year or two; even with the newly appointed CEO. I want to address the story MSN is currently covering on their front page. They give you a link to the three K whores who are pictured topless while trying to promote their new line of denim jeans. If a Sears executive would go to the link they can vote whether or not they like the picture and at the same time learn the percent of those that don't. Of course, I can tell you what it is currently reflecting....the highest percent and the comments all reflect negative, the comments trash the trash that Sears contracted to help them stay in business. Sears, you picked the wrong type of females to represent your store, and if anything, they will help you faulter faster. The K sister openly call their Mother a b*tch, the use the Lord's name in vain, they have children out of wedlock, etc., etc., and currently, they are topless while trying to promote a Sears product. Good luck Sears, you are going to need it! | |
| kaye | 1/30/12 |
| I am very disappointed to see the new ad put out by Sears with the Kardashian sisters posing topless in jeans. I would have thought of Sears as being a family oriented store and would be shocked if these photos are displayed in your stores for young children to see. I guess in these times, stores will stoop to new lows to try and sell but this is a new low for Sears. I will shop elsewhere, thank you very much! | |
| ed ensor | 1/30/12 |
| just found out that you are supporting the Kardashian clan and wanted you to know that i have spent my last dollar in any of your stores...i understand you trying to grasp for a lifeline, but this one has a cinderblock attached to it, and you have sunk to the bottom | |
| Wendy Corsetti | 1/31/12 |
| I purchased 20-32" televisions on Nov 23, 2011. 10 of which were wrong and they sent 26" TV's. The driver told me it was easier to refuse the delivery due to they were mixed with the 32" tvs all wrapped together. So I did. I have spent countless hours, and endless emails trying to get my refund of $5,291.78 ! They sent me email after email stating that UPS showed the tv's were delivered AND signed for. I kept begging them to call me, or to provide me with the detail that showed them that.....Nothing. Just generic email responses. FINALLY today I spoke to a "case manager" Leanne, in the Des Moine Iowa location, and she is my hero. She found out it WAS NOT UPS that delivered, it was AIT Worldwide! She saw the refusal, and that the TV's were received back to the Jonestown location! UNBELIEVABLE that this whole time the incompetent people working at these "Call Centers" were insisting that I received the TV's! I hope to receive my refund in 5-7 days after 2 long months of dealing with Sears. Thank You to Leanne in Des Moine! She deserves a raise, and Sears should seriously look at who they hire, and how complicated they make things for consumers. I spent over $30,000.00 last year with Sears for our business, NOW I guarantee that I will spend it with someone else. I understand why Sears is going down. Very disappointing. | |
| F G in Pa | 1/31/12 |
| I saved and saved my accumulated 'points' in order to purchase a desk for my home office. The desk was for sale at sears marketplace. I ordered the desk November 2011, 2 weeks before my birthday as it was a gift. The website said it would be shipped in 4-5 days. Ha. It's Jan. 31, 2012. When I checked the Sears website, my acct said it was backordered until Jan 1, 2012. The desk was purchased through Sears.com (Sears market place) The secondary store was CYMAX.COM, THEY NEVER ANSWER THEIR PHONE!!!I finally emailed,they said the desk was on backorder & I could continue to check it's status online. Then one day the order disappeared from Sears website. I asked sears about it, without explanation they re-issued my gift cards. ok so my account still stood with Cymax.com, and it appeared that it was still going to ship ....eventually. I finally was able to contact Cymax via email and was told they would "check on it and get back to me " I HAVE NOT HEARD FROM THEM EITHER AND STILL NO ONE ANSWERS THE PHONE. Then one day I could no longer access the account with Cymax. IF YOU ASK ME THIS IS VERY POOR BUSINNESS DEALING. SEARS USED TO BE AWESOME COMPANY TO BUY FROM. I am so dissapponted, I waited sooooo long AND we even bought the rest of the furniture to match that desk! What a disappointment. Now I have no desk, and the other furniture would be considered used. I could go buy the desk from another company, perhaps, but I saved those points for MONTHS & MONTHS USING MY SEARS CARD and WAS actually able to order the desk ...originally. So Sears has benefitted from my using the card. What a disappointment... from BOTH companies! AND I can't even access Cymax.com because they changed the login options with out notice! | |
| Rose | 1/28/12 |
| I don't know how many times I have been to the Sears located in the FL Mall store # 1285 and seen the store manager Mike Conerly out front smoking by the front door. I find this offensive. I have also heard him raising his voice to employees in that same location while I have been waiting in line. I shop at Sears several times a month and cannot believe the way the store has gone down since he has taken the store over. The previous manager Dave that I heard left for another store was so much nicer and just a friendlier person. I have walked past Mr. Conerly several times and he has never asked me if I needed help or even just said Hi. He has an arrogance that I just cannot stand and until I see a change I will not be going back in that store again. It's ridiculous that you would have such a rude person be in charge. | |
| Do NOT EVER USE THEIR LAYAWAY!!! | 1/29/12 |
| I placed a large purchase in layaway @ my local store.Large screen 3d TV bundle, Blu-ray, additional surround sound.My layaway receipt clearly states that "payments which are delinquent by more then 14 days may be cancelled by sears". Well, here's the deal. They cancelled my layaway right after the due date. I went in to pay four days after the date and was rudely informed, IT'S BEEN CANCELLED. Argumentative staff told me its my fault and they don't give 14 days, they don't even have to give you one day.Really? That's not the agreement I signed.The One worker suggested maybe they discontinued it.Wrong, another employee checked the computer and said they even have it in stock now.Well,I already paid over 800 dollars on this purchase and now I'm supposed to wait for a check they supposedly mailed, which has to be forwarded since I've moved.I WILL NEVER BE USING SEARS/LAYAWAY AGAIN! The employee RENEE informed me, "In my experience it happens a lot". Really? This store/company is sad.I guess this is what they resort to to make money. Cancelling layaways just to STEAL the start-up fee and 25 dollar cancellation fee which they charge.DON'T USE IT IF THEY CAN CANCEL AT ANYTIME AND KEEP YOUR MONEY.Also, store told me corporate does cancellations. Called them, they said stores do cancellations.LOL.Also, store manager was conveniently out of town! | |
| Laurie | 1/27/12 |
| I purchased an extended warranty for my television last fall. in january i called in a service request for it and the technician decided to cancel my appointment TWICE. The first time i was told they did not have a technician available, i reschedule and the second time the technician outright cancelled my appointment and decided before ever looking at the tv that it was an existing problem and cancelled my contract. - 3 months after the warranty was in effect? how was this possible? i would NEVER deal with this tech (complete with a chip on his shoulder for some strange reason) ever again and requested to bring the tv to the store for repair but was denied, it could only be done at home. I would NEVER purchase another extended warranty from sears again. | |
| Unhappy Wife | 1/27/12 |
| My husband has been working for a local Sears for about 3-4 months now. He has had to use our personal vehicle to make trips totalling over 800 miles and we have paid for all of the gas. He has asked the store manager on numerous occassions when he will be reimbursed and they keep telling him that it will be on his next check. Still to this day we have yet to be reimbursed for money that was spent out of our pocket!!! Also, they keep cutting hours and I don't see how they think anyone could live on what they pay! | |
| Sears Cares | 1/27/12 |
| Dear J.Brookings, We are very sorry to hear we have somehow let you down. We understand it can be very frustrating when not getting the help required from customer service. We do value you as a Sears customer and would like to speak to you concerning your experience. My name is Stephanie and I am with the Sears Social Media Escalations team. My team handles internet related complaints as well as complaints that come to the executive branch and we would like to assist in this matter. 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 your item 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 J.Brookings 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 | |
| Ken Wheeler | 1/27/12 |
| Yesterday, I went in your store on Midwestern Dr. in Wichita Falls, Texas, in search of replacing a couple of accessories in my craftman driver sets. Upon showing the salesman my broken pieces, he immediately said there was no guarantee on those parts. Then, we went to search in a certain section. When he couldn't find them, he said they didn't make those parts anymore and that they couldn't be ordered. I found them on your internet set. They were shown as Craftsman Compact Drill and Drive Set, priced at $12.99, and a 10 piece Drill Accessory Set, priced at $8.99. It appears that this salesman was completely uninformed on how to provide a service to a customer. Can you correct this situation? | |
| J. Brookins | 1/25/12 |
| Sears internal communications is a joke. I have never experienced such poor customer relations with a large corporation. I will never patronize Sears or any of its affiliates again. | |
| Sears Cares | 1/25/12 |
| Dear Sharon in NY, We sincerely apologize for the disappointment surrounding your online purchase. We completely understand the concern when it comes to not receiving a credit on purchase that was cancelled. I would have called in too. My name is Stephanie and I’m part of the Sears Social Media Escalations team. My team handles Internet related complaints as well as complaints that come to the executive branch. We do value you as Sears customer and would be interested in speaking to you. 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 dress 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 “Sharon in NY” 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 | |
| Sharon in NY | 1/23/12 |
| I ordered a dress for my great grand daughter on the third of January and order was cancelled and I was notified on the 16th. Money has NOT been returned at all. I called Sears/K Mart Corporate office at 1-888-266-4043. Maureen Henry (on 1/18) said money would be refunded in 72 hours and it still hasn't as of today, Monday, the Jan. 23rd. Police will be involved now as that is a theft of my money. Once Sears bought out K Mart we royally get ripped off. | |
| Unhappy Customer | 1/21/12 |
| I went into the Shreveport Sears store today to buy a gas grill. I asked the salesman if there were some good sales on them and he showed us what was on the floor. While getting our grill, three big grills went out the pickup area.(People named Grant) I asked what those were and he said they got $500 grills for $125. I asked if there were anymore available and where they were. He said they were "upstairs" and there wasn't anymore. I went and asked my salesperson why we weren't shown those and he said they must have been upstairs and (person in warehouse) knew they were there and he probably handled that. I took this to be the old bestfriend/backdoor thing got the call and came and got these. I bought my grill and I want you to know that because of this I will not be going back to Sears again. We have been customers of Sears since 1966 and now I see why your stores are suffering. I will be on the phone and internet and let everyone hear about this issue. | |
| Anonymous Shopper | 1/17/12 |
| Re: Complaint on Kmart Associate in Madison, NC Associate: Jana Sadler (Service Desk Lead) Time after time, I have been in this store for my everyday shopping. I have complained about this associate in the past about how she treats the girls that are running the front registers and nothing gets done. Today I was in line, checking out and Jana came over to the associate that was checking me out and was VERY hateful to the young girl by telling her what to do in front of customers. She was using a very un-professional tone with her. All the customers were looking at each other like we could not believe what she was doing. If I was a manager at that store, I would have fired her right on the spot! I was told that the store manager (Bill) was going to talk with her, but according to what I hear, he hasn't. Madison is a small town and you hear about everything. This associate (Jana) has been hateful to other employees and to even customers. If you ask anyone in this town, they will advise you the same. Something HAS to be done about this. If not, myself and others locals will stop shopping here and go to our local Walmart. I have always been a Kmart shopper, but if you continue to hire or keep employees like this, I will stop. Its all about customer service and how you treat your employees. This is not mine or others first complaint on this employee (Jana). Please do something now, before you start to lose more customers in this market. Thank you Anonymous Shopper | |
| Diane M. McDonald | 1/18/12 |
| SEARS is not responding to my needs. I am tired of pulling out the plug on my GE Profile and having to start the load over. I am tired of my washer stopping after if washes and then have the need to start the load over or start the rinse cycle. I am tired have having service people come to my home and tell me there is nothing wrong with it. I am tired of them changing the rules on the warranty as they go. I want my money back. I am tired of hearing from the service people that nothing is wrong with the washer. They leave and the same thing happens all over again. Where has AMERICA made product gone? | |
| NAPOLEON SULLIVAN | 1/18/12 |
| I JUST WANTED YOU TO KNOW ABOUT THE CONTRACTORS WHO HAVE RUNNING THE IN HOME DELIVERY IN AUGUSTA,GA IN WHOM I WORKED FOR DANIEL OF CMD TRANSPORTATION WHO WAS NEVER ON SITE PLUS PETTE PEDRO WHO CONTRACTED UNDER PTG WAS HARRASSING SOME EMPLOYEES ABOUT THEIR JOBS ARE ON THE LINE IF THEY DON'T THE SURVEYS UP MAKING IT A DIFFICULT WORKING ENVIRONMENT TO WORK AT PLUS NOT PAYING FOR THE WHAREHOUSE WORK THAT WAS DONE MAKING ME HAVING TO SEEK LEGAL ACTION AND CMD NOT TRYING TO HAVE ANY ONE CONCERN WHEN HE KNOW THAT PETTE ALWAYS HARRASSING SOMEONE AND MANY PEOPLE HAD BEEN LET GO FROM WORKING THERE SINCE PETTE CAME TO AUGUSTA. | |
| Wentzell | 1/19/12 |
| THEY SHOULD ALLOW YOU TO CHOOSE ZERO STARS! I have used Sears for 15 years now and I WILL NEVER USE SEARS AGAIN. I am on my 4th transmission with my washer machine that I've had for 9 years. Calling in to get questions answered is a waste of time. When calling to find out where a part is or to schedule service, they ALWAYS tell you what you want to hear. I would rather know the truth than to be expecting service on a certain day and then no one show up! How rude and inconsiderate of their customers and their time. I am now on week 3 of not having a washing machine because Sears promises delivery and then can't deliver. When the part does eventually get there, you have to call again and reschedule only to be pushed out 5 more days, as if it's your first time trying to get service. I'm sick of calling in and getting no where with people that barely speak English! No matter what you say or ask, their response is always "I'm sorry for your frustration". PLEASE DO YOURSELF A FAVOR AND DO NOT CHOOSE SEARS! Safety Harbor, FL | |
| Howard S | 1/16/12 |
| Had a technician charge me $180 for a snowthrower repair on Saturday. Come Monday on my first try to test, the snowthrower still does not work. After speaking with a Cust Service agent who could only schedule a follow-up to fix their mistake for 8 days out, I was disconnected when I asked to speak to their mgr. This happened three times. Fourth call, got me to mgr. Ryan who refused to give me his bosses email, direct line, or a credit for the $180 charge and could not get anyone to look at it before Jan. 24th. I understand you are busy, but should be an exception made for a charged service call where problem was not fixed. Also, awful to be disconnected on transfers 3 times and repeating my name, phone, email, address 5 times. Can't you see what number I am calling from? Recently bought a $!000 fridge and had a $500 dishwasher delivered by Sears yesterday with no problems, but they will be my last purchases ever. Would like a call, earlier appt. and credit. | |
| Bob | 1/16/12 |
| They are impossible to reach and disinterested in doing anything. I purchased a 14 gallon humidifier at the Swansea, MA store.It is manufactured with a defect so that one of the two water reservoirs will not empty. I opened everyone in stock and they were all defective. I even spoke to the manager and showed her the problem. I went back to see if there was a new shipment and they actually retaped the defective ones and put them back on the floor for sale. I called corporate, spoke to 3 different people (all of whom said it was not there issue)and after 35 minutes gave up.I have bought SEARS products for the past 40 years and am now offically done. They are an aggravating group of incompetent managers and corporate shmucks. No wonder they are tanking DO NOT BUY THE 14 GALLON HUMIDIFIER | |
| james | 1/16/12 |
| sears How much money does sears make each year on people like us. For example I was charged on my account for something I did not buy for eighty dollars on citi card ,Sears said they would take care of it and it went on until the amount was over two hundred dollars , i have good credit so i paid it off for nothing. STAY AWAY FROM SEARS THEY ARE CROOKS. | |
| l jenkins | 1/13/12 |
| I have been a sears customer for 40 years. After receiving the wrong item I ordered over the computer and trying to get customer service to correct sears mistake, I am so upset over spending several calls and e-mails with no help that I am going to pay my account in full (even for the robe I never received)and CLOSE MY ACCOUNT,never to buy from Sears or any company they own. You would think they would want to keep a 40 year customer for a credit of $24.17 | |
| Kerrin Schultz | 1/13/12 |
| We have been shopping at sears for 20 years and would not shop there now except for a gift certificate. We spent two hours at sears looking at sheets and the one 16 year old salesperson could not understand what a flannel sheet was. She was pleasant but did not have a clue about what was going on. We after being on the computer for an hour were told that we weren't on the sears site. Asked for a manager from a sales clerk on the first floor and as he smirked he brought someone to us who resembled Barney fife who gave no explanation except to tell us that we could not cash the gift card in for this worse then wal mart store. Probably should have done his job and helped us on the computer. I will call corporate and then hope this store at the aurora mall goes out of business. It is not like they have a lot of employees to support. | |
| Terri Naze | 1/14/12 |
| We purchased a Kenmore dryer from the sears store in Jamestown, ND. We purcahsed it a week before Christmas. When they delivered it, there was a large dent on the lower front panel. I called Jim Mathison, manager of the store to let him know the details. He said that he would order a front panel & get it fixed. 2 weeks later I called him to find out when this was going to happen? He apoligized & said he dropped the ball on that one. He forgot all about it. He said he would order the part & have it takn care of. The Jan. 13th. the day it was supposed to be taken care of, I got a phone call from the service man that he would like to see where the damage was. I told him, it was the front panel. Then I asked him if the part was even ordered? He told me NO, that he would have to look at it. I also told him that I was not going to be home until 2:00 pm. He told me that was too late for him. Really? I then told him that I was at work & busy. I also told him that sears will never get my buisness again. He said, Oh, Jim won't be happy about that. I hung up in disgust....There have been many complaints about this sears store in Jamestown. If they can't fix it the in a proper manner. I want a NEW dryer! | |
| Extremely dissatisfied customer | 1/15/12 |
| It seems to me that Sears and it's officials don't even have the courage to try and solve issues that the companies employees have created. The company employees are allowed to treat people like they are not even human and then the higher ups in the Corporate offices cannot be contacted to further discuss what has happened nor what will be done to correct the problem. Way to go Sears upper officers, this is definitely the way to show your true colors and just exactly what the people who made your business a success count as in your eyes. I personally will not shop at any Sears, K-mart's or any business associated with Sears again. You Senior Officers should be proud of yourself as in my eyes now you are nothing but irresponsible cowards and I do hope that your business falls face first on you and sends you directly into Bankruptcy. You are definitely creating a name for your company and trust me, it is not a good name for your business! Thanks for the rotten service! | |
| Carl | 1/11/12 |
| We purchased a new Sears Kenmore Elite refrigerator and GE Profile stove on 1/5/2012. The delivery was originally scheduled for 1/24/2012 but due to circumstances we contacted the store on 1/7/2012 and tried to get the delivery rescheduled for 1/17/2012. The store where we purchased the appliances told me that I had to contact the Customer Service Center on a toll free number. When I contacted them I was connected with a person who could barely speak english and was told that they would put in a request to have the delivery date changed but there was nothing they could do. They said that I would be contacted within 24 - 48 hours with a decision. After waiting the 48 hours wtih no contact I called the Customer Service Center again and got yet another representative who could barerly speak english and was told that they could not change the delivery date. When I told them that I no longer had an operative refrigerator, they could care less. I asked to speak with a supervisor and after witing for over 35 minutes on hold I was disconnected. The Sears Customer Service is non-existant. You can't get anyone who speaks english or anyone who cares about the customer. We've purchased appliances from Sears for the past 35 years and this will be the last time. I am still trying to get the delivery rescheduled. | |
| Incredibly Irritated! | 1/11/12 |
| I placed an order with Sears online on Dececmber 2, 2011. Sears debited my account on December 5th. I never received any emails regarding my order, however, when logging into my Sears account, it showed the status as being processed, shipped, will arrive in 5-7 days, then 3-5 days, then 0-2 days so I was patiently awaiting the arrival of my package. On December 16th, after it had said 0-2 days for about 4 days and I received no package, I logged into my account to check the status again only to find out that Sears had cancelled my order that day. Totally aggravated, I called to find out why my order had been cancelled. The young lady told me that she was showing that they were out of stock. No. 1- I should not have been able to even add the item to my shopping cart if the item was out of stock, No. 2- Sears should have not debited my account until the item shipped. No. 3- Sears should not have waited 14 days to cancel my order. Today is January 11th and I have yet to receive a refund. I just hung up with Customer Service for the 4th time regarding my refund. Each time I call, I am told the same thing, "I am not showing where a refund has been issued by the credit department. I am putting in a request now. You should receive your refund within 5-7 business days." I am totally irritated and will never purchase anything from Sears online again and may never step foot in another Sears store. I am afraid that I will not get my refund and will havt to take this to the next level. I am sure that I am not the only one this has happened to. This is totally unacceptable and Sears needs to take care of it! | |
| Evelyn Fischer | 1/11/12 |
| To Whom it may concern at Sears. I have major complaint about my sears master card. I recent paying high interest rate on the credit when it has been closed down. I made payment on Nov 2, 2011 for $170 for November 27 pay period. I made paymnent $169.00 on Nov . 28 that was posted Nov. 29, 2011 according to my back .This payment of $169.00 was supposed to put on Dec. statement but was posted to Nov. I was told nobody can be fix this error.I receive another state tell I had past due on paymnet of $163.00 plus current payment of $163.00. I extremely upset, because was just four day to new billing cycle it posted to wrong month. I recent having to twice the paymnet in one. I have no past due according to financial yet am expected to another payment $163.oo is unfair and taking advantage of loyal customers. I have been sears customer for thirty years. Sears is losing very loyal customer the high interest on closed credit, further more sears is only credit card during the recession that has been unwilling to lower it interest on the credit more reasonable so the debt could be paid faster. Clearly Sears is only interest making money their customer but unwilling to assist matter. If sears would like to fix this matter. You can look my acct in your records. I live in Kingston, Ontario Canada K7k 6W8 Sincerely, Extremely Upset | |
| Frank | 1/12/12 |
| Our washing machine, still protected under an extended service plan we bought, is broken. Because there's a missing model number inside, Sears refuses to fix it. We have the receipt and the manual, but they won't budge. This is lousy customer service -- you would think that a company in as much financial jeopardy as Sears would want to retain its long-time, loyal customers. Nobody with whom I spoke can think as a human being; they all fall into line with what seems to me to be an absurd policy, given the information we can provide them about the machine. | |
| Terrible customer service | 1/12/12 |
| Ordered a camera before Christmas. Got lost in mail, not Sears fault, but the customer service I have recieved is unbelievable. I waited 3 weeks to get resolution. I was told that I would get the item at the same price once there was a completed investigation. Now I'm being told that they can't give me same price and that the item is on order even though it shows being in stock on their website. Terrible customer service. | |
| stephen roberts | 1/12/12 |
| I know that Sears is now owned by K Mart Corp. I remeber when K Mart and Sears was both good places to shop 30 years ago. They both had values and cared about there customers But, now screw the customer and increase profits. I was in a K Mart store the other night and asked three sales people where something was, and all three acted like they could have cared less if I found. I gave what items I picked up to purchase one of your sale clerks and walked out of the store. Now for Sears, Craftsman Club now sucks. Craftsman Club was mailing me sales book each month of all item on sale. Back in the old days during Craftsman Days I could get 10% off any Craftsman tools. So once a month I would buy what I needed for my job. The Craftsman Tool Catalog was in each store, and each year I could not wait to see the new tool catalog. I order a tool catalog on line. Tool catalog gives you every tool sold in a set or whatever. I don't like your on line catalog tonight I could not go to page 2. So I don't buy tonight. | |
| Back Room Associate | 1/9/12 |
| I have been a current sears associate for over two years now. All I wanna say is that we get treated like the bottom scum of an old bucket of shit. We are expected to clean up everyone elses messes, don't get me wrong i don't mind giving a helping hanbd from time to time but its the simple nagging things that are left around our stock room and the trash left all over the place. the thing that leads to this is that we get scolded at for it being there. This isn't right. I was also a cashier for the first two years I've been here and i can promise you this store cannot function efficiently without us. I would like corporate to acknowledge the hard work that we put into this place. For example: Say all of the backroom team associates were to go on strike, the store couldn't possibly run and reorganize all the stock rooms and pick ups in a timely manner. WE DESERVE MORE RESPECT! | |
| Extremely dissatisfied customer | 1/9/12 |
| SEARS used our debit number to charge our checking account $199.99 for a water heater installation on 12/30/11 then took an additional $199.99 from our checking account on 1/1/12 and insists they credited our account back $199.99 on 1/2/12. However it is now 1/09/12 with no credit received on our checking account YET. Sears said it takes 5 to 7 days to get the credit through the bank. WELL, how come they can take the amount out of my checking account immediately but it takes them 5 to 7 days to credit it back to my account???? They did not tell me of the second charge and supposed credit to my checking account. I only discovered the duplicate charge with no credit applied when I saw my account balance was a lot less than it should be. When I called to complain stating if I had not noticed this duplicate charge and wrote checks on money I was supposed to have in my account but thanks to SEARS do not, I could have had returned check charges out of the yazoo. In addition to this rip off, the water heater installation that was supposed happen the next morning after I called did not happen until 3 days later and I had to call each day to get it done. Since the install did not happen the next morning they said I would receive a $50 gift card well, guess what - 11 days later I STILL do not have that either. We have been Sears customers for years but thanks to this latest we will no longer shop at Sears!!! | |
| yang40 | 1/10/12 |
| I just made a purchase with Sears online on December 14/11 and then got a email on December 16/11 that item was shipped. By December 19/11 I call Sears they told me that UPS deliver item and left it at front door then also said someone signed for it which I am not aware of signature upon arrival. When I told them I didn't get it they took my complaint. Said it takes 5-7 business day by Jan. 3/12 I will hear back from them about the investigation. I call them again Jan 3rd. They still said they're investigating I said I thought with a phone call to UPS this issue could be resolved in 3 days the least since it showed where merchant went and who signed. They couldn't give me no other information. I told Sears I just want my full refund until now still waiting, Sears has poor unsatisfactory in solving problems and takes their own little time in doing it, everyone seems laid back while a customer is frustrated without anything. I see why they're going out of business no wonder if I only knew this in time I wouldn't made purchase with them online. | |
| jim | 1/10/12 |
| I bought a wall oven in September 2011 and first time we cleaned it the glass shattered. The tech has no showed 3 different times. My wife took off work three times and waited all day. I am done with Sears. I will never buy another item there! Don't buy an extended warranty in St Louis West County -the service techs suck! | |
| William Patch | 1/10/12 |
| No wonder Sears is closing over 100 stores. The quality and customer service by Sears has been declining for years and has now hit the bottom. Purchased a mattress set in 2007 at Sears, Cumberland Mall, Georgia. Came with a ten (10) year warranty, At four (4) years, the mattress and box spring, made by Sealy is defectve. Went through tedious protocal with Sears Mattress Warranty Department located in Texas, This included submitting numerous photographs of the mattress, box spring, bed frame, and receipt, along with copy of actual warranty. Was called on 01/10-2012 by Sidney, ID# 83301 and notified that the photographs revealed no sagging, therefore no replacement under warranty. Emphasized that my letter stated that the defects didn't involve a sagging issue, but weakness in certain area of mattress to include coil(s) or wires that were loose and/or broken. Additionally, that the box spring squeaked, rattles, and make other noises in same area, to include loose or broken module wire, compression of modules, which are all clearly identified as being covered under the ten (10) year warranty. Sorry, no evidence of sagging, so "we" (Sears) can't do anything. DUH! Escalated to manager, Christina, ID# 080828, who restated what Sidney stated. Where is the "common sense" in these Sears personal? Don't they understand that there wouldn't be any sagging with the aforementioned issues, nor would pictures depict sagging? I've been wronged as a Sears customer. This mattress set is clearly under warranty and Sears refuses to replace the mattress set. When I suggested that Sears send someone out to my residence to inspect the aforementioned for verification, the manager, Christina merely stated that Sears doesn't do that as Sears doesn't hire people to go out and inspect mattress sets in homes. Even though I'm disabled and fall under the American with Disabilities Act (ADA). If someone with some common sense from upper management reads this, please feel free to contact me at (770) 980-0019. If not, I will NEVER set foot in another Sears store again. | |
| Bob and Marsha Rex | 1/10/12 |
| My husband and I live in Garland, Texas and recently purchased a dishwasher from the Collin Creek Sears in Plano, Texas. We just wanted to let someone in charge of the maintence crews that are sent out to install the dishwasher we bought that we were so impressed with the gentleman that showed up we felt like he deserved someone to write something possitive about his work! His name was Keith Hammock. To remove our old dishwasher was a huge challenge because it would't come out of the slot it was in...it was hung behind the new tile we had installed in the kitchen. Keith worked so hard and never gave up and finially he went and got an electric saw and sawed the legs off of it so he could pull it out! A one hour job turned into almost four hours but Keith never complained and worked as if we were his only job that day! He certainly derserves a huge recommendation of installments and a big raise for being so professional! For Keith's sake, I hope someone in charge takes this seriously! PAY IT FORWARD!!!!!!!!!! Thanks so much...The Rex's | |
| Right or wrong | 1/6/12 |
| Dear Mr. Lampert I was currently fired from a local kmart for simply accepting something from a customer. What bothers me the most is my boss and lose prevention knew about the situation from a month before my termination, why did they Wait till I approached the situation and brought it up to the lose preventions attention? Also why can a homeless individual continúe STEALING and nothing happens and to make matters worse loss prevention is aware of that individual. With all do respect, but thats a crock. | |
| Bradley Holmberg | 1/6/12 |
| I just read that Sears may not be around for long.Wow, what a sad thought. I got my sears charge card back in 1970. I can tell you why you are going out of business. No Salesmanship. Any one who has been in Sears will tell you that you have to beg someone to ring up your purchase. Also. no one there would ever try to sell you anything. They are just there at work to kill time. I do not blame your sales force. This problem is all managment. Your sales force has had no training in the art of selling.If you wanted to save this company you would need to have your managers leave there offices and go to the sales floor. There is nothing wrong with any of the products you sell. You just don't care enough to do a good sales job. | |
| Bill Chapple | 1/6/12 |
| My wife ordered a truck box for my 04 Mazda pickup for my Christmas present. I endedup waiting for an hour while the ONE person at pickup went through everyone waiting to pickup their purchases. When he got to me, he had an attitude problem and then said go to Automotive to get it. When I finally got my box, and got it home it was for an F-150 truck. I took it back and the guy there made me wait for 45 minutes while he was Helping a sweet young thing, then it was another thiry minutes while he told me he would have to reorder it and it would be another two weeksbefore I would get my box. THANKS SEARS FOR SCREWING UP MY CHRISTMAS!!!!! I will not be buying anything else from your store again. I will get my tools from SNAPON OR someone else YOUR LAFAYETTE INDIANA STORE SUCKS!!!!!!!!!!!!!! | |
| Gail b | 1/6/12 |
| Sears is a place not to shop they product is no good and they give you the run around when talking to Sale Repersentive. I perchase a product from Sears had for 2 months started giving problem so i called repair technician he came out and look at it and said powerboard went out. So, he ordered the parts and them shipped to my address and said to give a call when the parts got here. I gave them a call and they gave me an appointment time he would come out and fix it. I received a call early morning on the appointment day and my answer machine caught it because I was sleep but my time was set for between 1pm and 4pm. Well, he never showed so I called the store and they said he didn't come out because I didn't answer the phone. Then tried to reschedule for a later date. They won't exchange it for another and I am paying all this money for a T.V. that doesn't work properly. I advise anyone not to buy from them and I will never ever do business with Sears again. | |
| Barbara | 1/5/12 |
| Wow, all I wanted was the corporate number to call and talk to a manager about an issue and now I see all of these poor ratings and NOTHING positive. How sad. My situation is regarding the purchase of a mattress. The original purchase was in '09 and by '10 it was sagging really bad. They honored an exchange for another mattress and in '11 it too began to sad. We are not overweight people and nothing is wrong with the box springs. So we jump through all of the hoops we need to in order to return the mattress once again and not only do we have to pay for shipping (again) but I'm told that after this one, we will no longer be eligible for the exchange program. Additionally, the warranty is not per the product, it is per the original purchase. So I am already 3 years into a 10 year warranty on something that is brand new. What??? A refund is not an option so we have to choose a different mattress now since the original is no longer available. Hmm, imagine that! The mattress we chose is about $200 cheaper but they will not give us the difference. However if we choose a mattress that is more expensive, we have to pay the difference. This whole thing is just amazing to me! Good luck Sears. I can't see how you will survive is service continues like it is based on the above instances. | |
| Kim Lord | 1/5/12 |
| (I'm submitting this here because the e-mail that is listed for sears came back to me) I bought an XL mattress from sears.com on Dec. 4th and we thought it was much too hard so we decided to return it. I called on Jan 2nd to get the return policy information and was told that I was responsible for shipping back. The problem I had this morning is that I could not vacuum seal the package the way that Innerspace did. And instead of costing $18 to return it was going to be $67 at the least. I decided to call sears to see if I could possibly bring it to a store of they might be able to help me with the cost, considering it would be almost half the cost of the mattress. Now I am writing to you due to the service I got when I tried looking for help. The manager, Megan, told me that I should have read the description more closely so I would have known what I was getting and that maybe should could have helped me but it takes 48 hours to get an e-ticket return label and that would take me over the 30 days. Does that sound as unbelievable to you as it did to me? I went back to read the description and it used words like support, comfort and it would exceed my expectation. Therefore in my opinion the description is unclear if not wrong, does that help me? I was under the impression that Sears was a top quality company that wants their customers to be 100% satisfied like LL Bean and REI, and this is why we buy so much from Sears, our television, appliances etc. But this has been the worst customer service I have ever received, mostly due to the way she spoke to me and made me feel like I had made the mistake. Could you help me in any way possible, as I pointed out though, my strict 30 warranty ends tomorrow! | |
| Angelo Canale | 1/4/12 |
| I purchased three Kenmore appliances from the sears store in Coconut Creek , Florida. I have had problems with two. One of which is a Dishwasher. It started to leak and I made an appointment for a service call. I was charged $129.00 for a service call fee plus parts which drove the price up over $200.00 and had to wait an additional week for the part and istallation. A week ago the same problem occured and after callin in I will be charged another $129.00 plus parts. I can see why a company that has always been a part of American life is closing a 100 plus stores. You have out sourced your service department which charges an outragious price and poor results. I will not be shopping sears again. Thanks for nothing, Angelo Canale | |
| E Quesada | 1/3/12 |
| Today is January 3rd, 2012 and I have been without a fridge and all my food spoiled. The technician came three times, in which I missed three days of work (non-paid). All he did was click on a computer and no tools were used, apparently they only use a laptop to look useful. I have been using a cooler to feed my family and Sears could care less. I have gone through their phone tree 20x and have repeated my story over and over. I am beyond myself and so disappointed with thier customer service, but most of all these rookie service techs. I went out and bought a brand new and NOT with Sears! The disappointment and the lack of care is so disheartening! What a way to flush the loyality down the drain. I am still waiting to hear back for my appointment! | |
| | 1/3/12 |
| I WANTED YOU TO KNOW YOU HAVE NO LONGER ANY CUSTOMER SERVICE FOR THE PUBLIC. ON 1/2/12 IN MODESTO, CA I WAITED FOR HELP IN LINGERIE THEN HAD TO WALK THE WIDTH OF THE STORE TO A REGISTER IN HOME WARES TO ASK THEM TO SEND ME HELP. IT TOOK MAYBE 10 MINUTES. WHILE I WAITED THERE WERE PROBABLY 5 OTHER PEOPLE CAME INTO THE DEPT TO FIND HELP AND FINDING NO ONE LEFT. MY HUSBAND WENT TO MENS TO FIND SUSPENDERS AND FOUND YOU DON'T CARRY THEM. WE DID BUY WHAT WE WENT THERE FOR WHICH WAS A WASHER. ALL KINDS OF HELP IN THAT DEPT. WE HAVE ALWAYS FELT SEARS HAD GOOD PRODUCTS. THE LINE IN THE TOOL SECTION PROBABLY HAD 10 + CUSTOMERS IN THE LINE FOR THE REGISTER. HOME WARES HAD ONE PERSON ON THE REGISTER AND HAD I THINK IT WAS 6 PEOPLE WAITING IN LINE. ALL OF THE ABOVE MAKES ME THINK YOU NEED A NEW CEO OR SOME MAJOR... CHANGE UNLESS YOU ARE JUST TRYING TO GET OUT OF THE DEPT. STORE BUSINESS. THERE WERE SO MANY PEOPLE IN YOUR STORE YESTERDAY AND VERY FEW LEFT WITH PURCHASES. PAUL AND IVY LAFFOON | |
| Laura | 1/3/12 |
| I had an appointment to get my dryer fixed this afternoon between 1-4. Had my parents come in from out of town to wait for the repairman since I could not be here during those hours today. I was told that there would be a phone call an hour before the repairman arrived. No phone call ever happened. I called at 4 to find out that my appointment had been cancelled due to a number of technicians not showing up for work today. The dispatcher never called to tell us the appointment was not going to happen and wasted my parents day and time. And to make matters worse, the next available appointment is six days from now. If I hadn't recently bought an extension on the warranty I would call someone else to fix my dryer. I'll never buy from Sears again. This is VERY poor customer service, a waste of time, money and gas. | |
| Ed H | 1/3/12 |
| Have a 3 month old $1600 (Craftsman) tractor that is leaking oil, called for service and got a 9 Hour window appointment, thats right 9 hour window, tried calling the day of appointment to get an idea when the repair person might be arriving got put on hold and had to lisen to Indian music, then got hung up on. Well needless to say I am no longer a supporter in Sears. Does anyone care about customer service anymore. Sad sad sad...... | |
| John Scherer | 1/1/12 |
| It's pretty sad that your company is willing to lose a "Valued Sears Customer" over an order you could have stopped in the fist place. ----- Original Message ----- rFrom: "Sears Parts Direct - Customer Support 1" To: "ja scherer" Sent: Sunday, January 1, 2012 9:36:56 AM Subject: Re: Page Feedback Parts Direct Page (KMM20587223V28560L0KM) Good Morning Valued Sears Customer, We received your concern regarding our cancellation policy. We strive to provide you with the quickest delivery possible. For this reason, once your order is processed we are unable to change or cancel it. We regret any inconvenience this may cause. Our cancellation policy is detailed before you click the final 'place order' button to submit your order. As a result, you are responsible for the return shipping expense when returning an item to Sears PartsDirect. If we can be of additional assistance, please feel free to contact us back through email at partsdirect@customerservice.sears.com, Chat, or phone at 1-800-469-4663. We appreciate your understanding. Evin P. Sears PartsDirect partsdirect@customerservice.sears.com 1-800-4MY-HOME (1-800-469-4663) Original Message Follows: ------------------------ I understand having to pay shipping to get the parts to me but since I could not stop the the order I feel I should not have to pay to return the parts. ----- Original Message ----- From: "Sears Parts Direct - Customer Support 1" To: "ja scherer" Sent: Saturday, December 31, 2011 2:16:09 PM Subject: Re: Page Feedback Parts Direct Page (KMM20581406V58925L0KM) Good Afternoon Valued Sears Customer: We are so sorry that we are unable to accommodate your request to cancel your recent part order. To ensure that you receive your parts order in a timely manner, orders are automatically processed electronically. Once processed, your order cannot be changed or cancelled. We value the fact you took the time to give us feedback on our performance. Sears PartsDirect aims to consistently deliver service that improves the customer experience and we hope we have the opportunity to prove that to you in the future. If we can be of additional assistance with any of your parts needs, please contact us at partsdirect@customerservice.sears.com or call us at 1-800-4MY-HOME (1-800-469-4663). We appreciate your business and thank you for choosing Sears. Linda M. Sears Parts Direct partsdirect@customerservice.sears.com 1-800-4MY-HOME (1-800-469-4663) Original Message Follows: ------------------------ () Please enter your email address if you want us to contact you:: ja.scherer@frontier.com Share your feedback here: : My order number is 316291736.Your policy not to be able to cancel an order is bulls&%. I placed an order approximately 12 hrs ago. I just called to cancel the order because they were not needed. Now I will have to pay for shipping to me and back to you for nothing once I get the parts I won't need. I've in the past purchased many Sears products from appliances, tools and garden equipment. If this is going to be your policy then I will no longer purchase a Sears product again. Gee I wonder why you're losing loyal customers. ------------------------------------------------------------------------ ------------- This message, including any attachments, is the property of Sears Holding Corporation and/or one of its subsidaries. It is confidential and may contain proprietary or legally privleged information. If you are not the intended recipient, please delete it without reading the contents. Thank you. | |
| james | 1/1/12 |
| Please change to no stars. People having trouble with repairs is because sears has no service department as use to, it is contracted to outside service that works on all brands. If you want a company that treats the customer like sears use to twenty years ago go to Lowes try them out. | |
| Another Unhappy Customer | 12/30/11 |
| My purchase was outsourced to Tech Geeks. Apparently there is no hope for the item to be delivered as of today (it was supposed to arrive before Christmas origionally). So far Sears has been fairly kind in dealing with me, but in the morning I am asking for my refund. I can only hope things will go smoothly from there! Do not buy through the 3rd party companies! | |
| ELLEN | 12/31/11 |
| I had a repair man out to fix one of my appliances on Dec 27 and he had to order the part. He told me he would be back out on Saturday December31 to replace the part. I called in the morning to make sure that they were still coming. I was told that they would be out on January 4 to make the repair. After spending over 1 hour on the phone being on hold,and to hear that Jan. 4th. No one told me to call when the part came in and and they make the appointment when they want you to have it. Its a good thing that they can lie to you and say that they can't do any thing for you. Its a good thing that we now have the web, and you can search and find the way to make the repairs with the parts that they sent to your home. They are the ones that are the loser,I have the parts and now the repair has be made without a service person coming back out. Sears, walmart or any of the other big box stores only care about the green, and the bouns, that the big people are going to get. All they do is seat on the big asses,and watch the green get bigger, because they treat the rest of the workers like slaves. They are the ones that make the green and get JACK SHIT | |
| Donny | 12/31/11 |
| I have bought Sears tools for 15 years and throughout I have never had to have a reciept to bring in a defective tool. I bought a Craftsman professional floor jack that will not even raise a compact car. The jack states that it is a 3 ton for suv's and small trucks. Won't even lift a Ford escort. When I tried to exchange for another one I was told without care " you cannot exchange without a reciept no exeptions. I have either broke, had damaged tools from the begining I am completly disapointed my garage is filled with Craftsman tools and even craftsman lawn tools that I am now going to sell before they break. All over a $100 jack. That nobody will stand behind. | |
| John Brown | 12/30/11 |
| WOW, it's sad when a company as large as Sears repeatly LIES about scheduling a service tech to fix a dryer purchased from their store. We scheduled for service weeks ago only to be told at 4pm that no one would out as scheduled. It's hard to believe a company would go so far to set a date, then wait until the end of day to call and say "We can NOT make it, please reschedule another week! In a slow economy, people can't afford to leave work and sit at home half a day for NO service. I don't understand Sears corporate allowing this to happen and wonder why they have no business. Customer service made Sears and poor customer service will close Sears. | |
| Former Customer | 12/29/11 |
| Sears used to stand for quality and reliability. Now it stands for garbage. If you order from Sears.com your order will be forwarded to a third party seller and Sears passes the buck too. They will no longer help you with your order, you have to contact the 3rd party, who you cannot reach. I'm gald I paid with AMEX, at least they'll help me by stopping payment. This issue and Sears' partnership with the Kardashian (should be spelled KarCASHian) bimbos has closed the books on this retailer for me. | |
| kelly | 12/29/11 |
| I AM SO GLAD SEARS IS CLOSING ITS DOORS IN SOME LOCATIONS. I ORDERED TWO NETBOOKS FOR MCHRISTMAS ON DEC 12, WAS TOLD I WOULD RECEIVE THEM ON DEC 16. I HAVE BEEN GIVEN A PHONY TRACKING CONFIRMATION NUMBER THAT DOES NOT EXIST AND I AM BEING TOLD BY SEARS THAT I CANT GET A REFUND BECAUSE MY ITEMS ARE IN PROCESS. I HAVE CANCELLED MY ORDER AND I AM STILL BEING TOLD MY REFUND CAN NOT BE INITIATED BECAUSE ELECTRONIC DEALZ HAS SHIPPED THE ITEM. IM WAITING TO HEAR BACK FROM SOMEONE IN REFERENCE TO THIS SCAM. ANYONE ON HERE FEEL FREE TO EMAIL ME KELLYRAMSEY819@YAHOO.COM | |
hf46  | 12/27/11 |
| I started to buy several kitchen appliances online for Christmas. The online prices were great, the free shipping was great, the 18 mo deferred interest was great, the online chat help was great, and basically I've always had confidence in and liked a lot of things about Sears over the years. The problem poped up when it came time to apply for the manditory Sears Card. They wanted my SSN, I guess this is fairly common nowadays, but my immediate reaction was NO! A little further into it, I discovered that they not only wanted my SSN but it would be given to Citibank(yuck!), who the card would be with, personal info would be sharred etc. That's when my reaction escalated from NO! to Hell NO!!! I'd like to get this info to Sears Corporate, that's how I got to this site, but I don't have the time to dig out a route, and I doubt they would care much, as they seem to be marching to a different drummer than I remember. | |
| Chas | 12/27/11 |
| I have three orders that say they were delivered and I have not had anything delivered. One of the orders don't exist with the USPS and the other two were never shipped. The two marketplace telephones will not anwser their phone and the mailbox/anwsering machine is full. Yet SEARS keeps selling for these two places, electronicdealz.com and geeks. Geeks phone number according to the white pages lookup is a cell number and not a business. Anybody can set up an account, take the money, and run. DO NOT ORDER FROM A MARKETPLACE RETAILER..... unless you like to give your money away, because SEARS will not help you! PS they don't go down to 0 stars and they need to. | |
| james | 12/27/11 |
| From all the unhappy customers I see here I don't need to say much about sears. But it is not the same company i used to work for. Bad deal on tractor I bought, salesmen not trained to sell , told me you never change oil in transaxle, filter on it is to be changed every 100 hours and 84 oz of fluid. Delivery brought mower to house and hit tree and broke bumper second tractor belt on deck on wrong, four hours of use mandrel bearings went out , 6 hours two grease fittings fell out, 8 hours second mandrell out. Would not give refund and told me to get lawyer and use the lemon law and hung up on me. I could go on with a lot more but I am going to write the main office and try help them close a few hundred more stores. I am just getting started. Sears has gone to h. | |
| No Sears Dishwasher for me - NEXT | 12/28/11 |
| NO customer service. None whatsoever. On top of it, they insult you by completely ignoring any appointments or time windows and show up hours later for repairs. Twice. When calling for help, they hang up on you. Repeatedly. When I read the news about Sears closing down 100+ stores, I was not surprised at all. Maybe a bit at the fact that they have stayed in business this long. This is a shame for all the people losing their jobs, but frankly with the attitude I have experienced over the past 3 weeks while trying to get a 10 month old item repaired (not even one year old!) Sears does not deserve any clients. If you value your sanity, stay away, far away from their appliances. | |
| Nicole | 12/22/11 |
| Let's just say I wouldn't give any stars if that was an option. Do not buy from Sears.com! It is a complete mess! I ordered a mattress online on Dec. 6 and recieved an automated message confirming delivery for the wrong mattress. I immediately called and canceled that order and was hoping to order the correct mattress once the money was refunded. A few days later I recieved the same automated message confirming my order, that had already been canceled. I called Sears online again to only be informed that my order had not been canceled correctly. The sales representative promised it would be taken care of and if the delivery still happens to deny the order. Sure enough a mattress shows up at my door. I had to contact Sears delivery department this time to tell them the order was canceled. Why was it my responsibility to notify delivery? Next I called another sales representative and was told my money would take another 7-10 business days due to the mattress leaving the warehouse and having to be inventoried. What?? I then demanded to speak to a supervisor, after a disconnection(how convienent) and trying to get back to who I initially was speaking with I finally got a case manager. She apologized and garaunteed that my order had been canceled and my money would be refunded with 72 business hours and also said that the holidays are hectic and there are alot of seasonal workers and apologized again. Well it's almost 5 days later and no refund. I have spent hours talking to many representatives and no one seems to know how to connect me back to the case manager I had spoken with. I finally called corporate and complained. I also was told that they can't gaurantee a refund in 72 hours. Well I would love to hear all of the phone conversations that I have had that were recorded for quality assurance because it will be obvious Sears is far from quality! | |
| man | 12/25/11 |
| Sears KNOWINGLY associates with scam'company' electronicdealz.com Sears is aware that they are ripping people off and have been for months. Sears is making money for helping electronicdealz.com rip everyone off. Boycott Sears!!!!!!!!! they ruined mine and many other peoples Christmases. My kids have nothing under the tree now... meanwhile, the 'owners' of electronicdealz.com are having a great Christmas on everyone's money! Sears has yet to do anything more than pass the buck. Sears is liable here...I purchased from SEARS, paid witha SEARS gift card,received a reciept via email from SEARS... tracking numbers from SEARS..I called to check on the status and was told it was on it's way by SEARS..yet now SEARS is telling me to take it up with the scammers that they make money from. wow.. this is like breaking the first rule in retail sales... youcan't pass the buck to a third party when the customer has only dealt withyou and purchased from you and paid with your gift card even.. | |
| Theresa Foster | 12/21/11 |
| All of the above that I read are all negative as mine would be. Bought three appliances for my sister and they had problems with the refigerator, fourth repairman now. Repairman even tried to help us just to get credit because its been a horrible inconvenience, loss of food , waiting for parts ordered ect. Never buy from an independant dealer, you will have less recourse but from what I am reading sounds like Sears has a terriuble track record regardless. I am really considering a attorney because my mind is going crazy wanting revenge. | |
| Shannon | 12/21/11 |
| ATTENTION EVERYONE: THE BAD PRACTICES OF SEARS Just to let you know sears will transfer you to as many people as possible to not handle your complaint. They will try and charge your card without letting you know for an increased amount and then admit later that they were going to refund the overage to tour account in 3-5 business days but when you get to an actual manager they will say it is actu...ally 7-10 business days. One complaint over a cancellation that was not authorised I ended up spending 5 hours on the phone with the customer service department only to be told they would make things right and then they would hang up on me. They do verify your phone number every time you call back but will not call you back. I have already paid for a purchse that they were supposed to credit my account for...only the one item I bought is where I had all my discounts applied and I was told I could pay full price for it if I wanted it shipped. Oh by the way the original order that was cancelled due to not being in the warehouse??? Oh its in stick now :) Please never give them your business..and if you ask a manager for the corporate phone number they will refuse. I had to look it up online while I was on the phone with her. My choices are to pay full price and get another refund for an item I already paid for or write a letter to corporate or not receive them at all. Merry Christmas...Please post this to everyone on your facebook so this doesnt happen to anyone else! Had I not been using a pre paid card I would have incurred almost $30.00 in additional charges for a pair of jeans on sale for 19.99 | |
| Donna Noe | 12/21/11 |
| I purchased 2 leapfrog leappads for my 2 grandsons for Christmas on Dec. 2nd and was guaranteed delivery by Dec. 9th. It is Dec. 21st and I still haven't received these items. I have called numerous times to find out where the items are and if I would receive them by Christmas. I have ask 3 times for a refund. Sears has not come through with either one. I get the same answer...that the items have shipped, but they cannot tell me when they will be delivered. When I try to track them, it says they have already been delivered, which they have not. I will NEVER shop at Sears again if I do not receive these items. I am going to have 2 very disappointed little boys. If Sears had refunded my money, I could have gotten them elsewhere before now. Now it is too late. Thanks a lot Sears for not standing behind your promises... | |
| A very upset customer | 12/22/11 |
| You have the absolute WORST customer service I have ever seen. I purchased my freezer online, and now you don't have any in stock, and better yet, you don't know when you will get them. I WANT MY MONEY BACK!!!!! I was told by your online service that they would charge me a "re-stocking fee" if I wanted a refund.....duh Sears....you have to have the item in stock in order to re stock it. You are wasting my time! I was on hold for over an hour yesterday, and now I am on the phone again. You are a terrible terrible company!!!! | |
| C Goodwin | 12/16/11 |
| I placed an order online Dec 3 was notified and charged items were shipped I waited 2weeks for theses items and nothing I called the 800 number and was informed that the items were sent to a store to be shipped and maybe I would recieve them in time for christmas how nice!!! That I couldnt even get a refund and cancel the order since it stated it had shipped. I will never shop Sears again and wouldnt refer anyone. This is how they treat the customers. I was given the run around with lack of information from all. the story I could tell and the space allowed isnt large enough. BAD BAD COMPANY. | |
| jamie kapes | 12/16/11 |
| i bought a washer and dryer and two pedestals online when the delivery men came they didnt know how to put pedestals together my husband had to show them and he ended up doing it anyway they also couldnt hook up the dryer either and my husband did that to and my husband isnt sure it was done right when i complained the lady on the phone said why didnt i buy them at the store instead of online i couldnt belive she said that isnt sears online the same as sears at the store when i told her i am house bound looking after my elderly mother she didnt seem to care when i saw the items i bought went on sale at the store i called to get the discount they said they couldnt honor the sears store prices because i bought the items online i always thought sears is sears online or at the actual store but i was wrong I WILL NEVER EVER BUY ANOTHER ITEM AT SEARS ONLINE OR AT THE STORE IT HAS TO BE THE ABSOLUTE WORST STORE ON THE PLANET!! ITS TO BAD TO BECAUSE I NEED A NEW FRIG, MICROWAVE, AND DISHWASHER! BEST BUY OR JJGREGG HERE I COME! SEARS IS CRAP DONT BUY YOU HAVE BEEN WARNED!!! | |
| Theresa | 12/16/11 |
| Customer Service and the Customer being right I guess has gone out of style. I put a Christmas present on layaway on October 31st. I payed the intial fee of $25.00 out of $112.85. The next payment was due on November 14th. I had a Navy retirement to attend that week so I made the payment the following on November 26th at the store that I bought the item. My receipt says I can be up to 14 days late. I also received an email reminder saying that I need to make a payment by November 29th or I would be cancelled. I made it on Novemer 26th and have the receipt to prove it. I made another payment 9 days later on December 4th Both payments were for $25.00. So, now I have payed $75.00 out of the $112.85 I initially owed. Now, I only owe $37.85 and I go to pick up the item today at the store. The clerk tells me the layaway has been cancelled. I was late on the first payment, but still within the rules printed on my layaway reciept. Now, the manager who was probably the rudest person I ever met said that she couldn't do anything becasue a COMPUTER in Chicago cancelled my layaway and they have already cut a check to reimburse me minus the $15.00 cancellation fee. I had to repurchase the same exact item that still had my name attached to it on the layaway tag with my sears credit card. I guess it is a way for Sears to steal $15.00 from their customers, get extra money from the credit card fees, and treat their customers like they are stupid. If I was late on my first payment on November 14th, then why wasn't I cancelled then and why did you take my payment not only on November 26th but also on December 4th. Bah Humbug Sears. Oh, and god only knows when the Check is in the Mail will get to me so I can pay my credit card and not suffer the additional fees. Thanks for nothing and making me cry in your store. Again, my reciept says I am right and you manager should be ashamed of not taking the time to listen. | |
| Amy A | 12/18/11 |
| Purchased a Kenmore top load washer from Sears 2 years ago. The first issue that occured was when the delivery man deliverd it. Apparently there is a pin inside the washer when it ships that holds the drum in place and the delivery guy is suppose to take it out upon delivery. Well he didn't and we did a load of laundry with the pin still in and the washer made crazy noises and was hopping all over the place. We had to call the next day to see what was going on with it and they told us that this pin was most likely the culprit and how to remove it. After the removal of this pin, the washer still made a lot of noise and moved around a lot during the spin cycle. I called to see if maybe it was damaged by running the initial load with this pin in and they said it wouldn't.(bologne!) It is now 2 years after I bought this brand new washer and it is completely dead conveniently after the warranty ran out. I thought washer should last upwards of 10 years? | |
| Skip | 12/20/11 |
| Alas. Looks like I am but one more fool who purchased something from Sears and now find it is time to get it repaired. Service technicians are great - once they get here, but to get that to happen always takes a week and then another week to get the part because they do not have the part/s I need on their truck, and then another week to schedule their return to install the part. Won't do this again. Just too bad because at one time it was a stellar company. My suggestion is to send their board of directors a note to let them know you are upset. My notes go out after I press enter on this review. | |
| Lisa | 12/15/11 |
| I placed an order on Sears.com on Dec 4. On Dec 7 the status was updated that the item would be delivered Jan 27-31. I called 800 549 4505 and was told they did not have the item in the warehouse, but it was available at a store 15 miles away from me. The agent said I could place another order to pick up at the store and he would cancel this order and I should have a refund in 5-10 days. I did place another order and picked it up at the store. On Dec 15 I called to check on the status of my refund and am now told my order cannot be cancelled as the item is preparing to ship (over a month from now) and to just refuse it when it's delivered and he would open a "ticket." They've had my money since Dec 5, they don't have the item available that they sold me, and I was told my order was canceled Dec 7. Don't buy from sears.com | |
| Disgusted Customer | 12/16/11 |
| On the American side at the local store, service was great. Our sales associate worked with us for a few days and we did out own research. No problem with getting our items ordered, a Frigidaire side my side fridge only and upright freezer. The problem all started with the outsourcing number for delivery. When the truck pulled up yesterday, they had two refrigerators on the truck and no upright freezer. we called the 800-732-7747 number and my husband spent about two hours on the phone with them trying to get the problem corrected to no avail. We contacted our sales associate and she also got involved on our behalf. This morning i received a call from the outsourcing group telling me that my delivery had been delayed. This time i took the call. I told the person on the phone i wanted to talk with a supervisor. Honestly, the left hand does not know what the right hand is doing. It has been a series of calls all morning long with no resolution. I called the Sears Corporate Headquarters and started with customer service and filed my complaint. I am now on hold with someone who is American and does speak English, the customer service person, has put me through to the person who handles deliveries and i am hopeful that something will get done on my order. She also speaks English, which is a major relief, i can actually understand what she is saying to me. Long ago I cancelled my Sears credit card for a very similar reason. I can guarantee you this is the last time I will ever do any business with sears. I had not stepped into a Sears store since I closed my account. I will not be coming back once i get this issue resolved. No wonder Sears is having so many problems. Obviously I am not the first one to complain about the outsourcing center. It would do Sears well to bring that part of their business back to the states and regain customer trust. | |
| Lisa | 12/12/11 |
| Hi, On or about November 19th I put two craftsman tool chests on layaway for as a Christmas gift for my son. When I put these chests on layaway I was assured by the sales clerk that they were in stock and would be available for Christmas. When I went into the Yuba City, CA Sears store to pay them off (3 wks later) on Friday, December 9th the sales clerk told me I could drive around and pick them up. When I went to pick up my merchandise I was notified the chests were not in stock and I would not get them until January 8th! I went back in to speak to let a different clerk know the merchandise was not Availble and how could this have happened. I was offered a refund, but I don't want a refund. I want the merchandise I have already paid for! I have planned these gifts. I have already purchased other gifts to go with them. I don't have the time to replan! I don't understand how Sears could allow my already purchased and supposable secured/reserved merchandise to be sold right out from underneath me. I am so upset it is all I can do not to cry. My sons Christmas is ruined. After waiting for about 1/2 hour in the store I am told that they DO in fact have the merchandise on hand and will load it shortly and apologies for the trouble. I wait another 1/2 hour, then I'm told that they only have 1 piece in stock and will not be able to acquire my already paid for merchandise until the 8th. At this point I'm getting dizzy from the rollercoaster ride of on again off again stories. Now, I speak to a fourth person...her name is Lisa (like me) even though I don't get a very good feeling from her she does discount the chest by $20 for my troubles, but this doesn't fix anything! I don't understand why I cannot have the floor model. Lisa told me that they cannot sale that and also informs me that lay-away is not guarantee that the material will be available. She said that a lot of people don't pick up their gifts and they cannot store everything or some garbage like that. Makes me feel like I'm being penalized because of "other people" and how they do business! I process orders for a living and I do know about reserved stock and I do know how to expedite material! And keeping customers satisfied. I want resolution! I want my sons gift for Christmas! Not next year! I don't want a refund - I want my merchandise. If I don't get a response to this e-mail I have just spent most of my work morning typing I will be calling the head honchos on my lunch break. I have been making my big ticket purchases at Sears for years and I am sorry to say I just purchased my washing machine from Lowes just last night because I don't feel Sears deserves my business anymore. I have asked my family and friends not to shop there anymore - I've told the lady at Starbucks, my co-workers, my Face Book friends and everyone I come into contact with. Sears needs to make this right! Expedite my material! Get it to me and my son for Christmas! | |
| Lori Gibson | 12/14/11 |
| My grandmother had been a sears customer for over 60 years, and she recently passed away. She had a Sears Premium Mastercard. She had an excellent credit score before her death. She paid her bill on time ALWAYS! I was an authorized user on her account. She had been a member of the Sears Choice Rewards. At the time of her death she had a little over 12,000 points which is not an extreme amount, but would have been enough to redeem for sears or kmart gift cards which is exactly what she was getting ready to do for my children, her great grandchildren for Christmas.She had told me she wanted to call and see about redeeming the points just a week or so before her death. She told me years ago that if something ever happend to her to make sure her bills or anyone she owed money to was paid off. This is exactly what I did with sears. When I called to tell them of her passing I was told her account would have to be closed and turned over to an estate services company. I said that I understood, but what about redeeming the points for the choice rewards. I was told by the sears employee that could still be done at a later date. Well after receiving the letter in regards to her account from the estate services company to which I PAID HER ACCOUNT IN FULL OVER THE PHONE THAT DAY... I called sears back to redeem the points for gift cards to put under the tree to the kids FROM HER, I am being told that since the account is closed I cannot do this. Now it is not my fault that a sears employee didn't do their job correctly! By making purchases prior to her death she had earned the points before the account was closed so I strongly feel like sears should honor the points trying to be redeemed. I am being told by several different people that there is nothing that can be done. This is ridiculous! I am seriously debating not shopping at a sears or kmart store in the future. | |
| Jamie D | 12/14/11 |
| We are a military family and my fiancé is stationed in another state. We ordered some things Black Friday from Sears.com. ( Three Android Tablets from electronicdeals.com which is apparently a 3rd party vendor of theirs) Well after two weeks of struggling to get anyone to help us (being out on hold 20 minutes at a time, hung up on, and dealing with their outsourced customer service) they have basically told us they have no idea where our stuff is, after charging us 300+$ for it. They are saying they cannot give us our money back bc it was one of third 3rd party vendors. Sears.com is who us reflected on the credit card statement. When you call the 3rd party vendor, they are not taking phone calls (due to the holiday season) and say to email them, which we did and got no response. Sears corporate office supposedly built a case ( sending a 25$ ecard for our inconvenience and when we called today, yet again, and we're told that their system was down and has been for a few days and when it comes back up the case manager will email us back- lets hold our breath. Clearly Sears.com is running a scam. Holidays are hard enough for us with 4 children who's father is stationed 1000 miles away. I don't want to see anyone else go through this with them... And we want answers!!!! We have contacted the local news stations and the BBB!!!!! | |
| Carmen | 12/10/11 |
| I put a electric scooter on layaway in November on sears.com. Made all payments on line including the last payment. When I put the item on layaway it gave me an option to choose the store to pick up the item. When I went to the store to pick up my item the nightmare began. The store states I had a balance of $99. They only shows one payment. They called sears.com and was told that the last payment was still pending. The store manager told me that if I make the last payment at the store they will refund me the payment that is pending. But no can explain why there system shows a differnt balance then sears.com. Basically they are asking me to pay an extra $25 above the price.. Doesn't make sense because the payment is pending in my bank account. I called my bank to request a cancellation of payment and I was informed that Sears needed to do it. I called sears.com and I was informed the payment was processed and they couldn't cancel it. I asked if the payment was process then why couldn't I pick up my item. Customer service could 't answer so he suggested that he could but a process in request they put it from pending to items pick up. Then 24 hours later I get a email stated they could not do this and for me to cancel my order. Of course if I do that I wil be charged a fee. They email did not offer to waive the fee. It seems to me that sears is trying to get extra Manley from and offer no solution. Here it's 14 days before Christmas and it doesn't seem like sears is going to help me with this situtuion. I'm out of $119 and no Christmas gift for my daughter. Thank you aerate for making my Christmas a horrible one. I will continue to tell my story on facebook twitter friend and family co workers and all the. Logs possible. Your company has ruined my Christmas and I wil make sure thousands if hundred of thousand of people will know what your company has done. I'm figured with this company. I trusted sears for many years but it seems that excerise e are running this to the ground. | |
| Nichol | 12/7/11 |
| Sears.com uses the 3rd party seller electronicdealz.com. I ordered an Android Tablet from Sears.com and it was supposed to be shipped from electronicdealz.com. I am absolutely disgusted at the lack of communication between the 2 stores. No one is able to tell me where my merchandise is or when it will be delivered. I felt very secure in using the third party merchant because Sears is such a trusted name. I will never purchase anything on Sears.com again and will encourage my friends and family to do the same. When I called Sears.com, the person I spoke with was able to give me no advice other than to call the merchant directly. When I called electronicdealz.com a machine picked up and said that they are not answering the phone during the Christmas season. I have no idea if this company is legitimate and I am shocked that Sears would associate with a company with such awful customer service and a "C" rating with the BBB. This is the only thing my son wants for Christmas and if I don't receive it or don't receive a refund ASAP I won't be able to give him a gift. This is not the kind of service I expect from a respected store like Sears. | |
| Dickmans | 12/8/11 |
| bought a king size mattress set oct 24th told me it was to be delevered dec 7th in the morn so i took off work.. got a phone call that morning telling me it was coming well guess what it never came.... them they tell me i didnt buy a set i bought a king mattress and one twin boxspring so i called them they hung up on me 3 times..talked to 15 diff people so finaly I thought we had it figured out so they said my whole bed set would be delevered today guess what they called this morn at 730am said no dont have the whole bed wont be delevered till dec 14th and all i got was sorry for the trouble FUCK SEARS>>>>> | |
| Amber | 12/5/11 |
| I bought a Kenmore front load washer and dryer just 2 months ago. Last Saturday (11/26), the dryer stopped working. We set up an appointment with the repair service center to come and fix it between 1-5pm this Saturday (12/3). I get a call at 8:15 on 12/3 asking for directions because they were on their way. I told the guy that's not correct, we had an appt for 1-5 and I had an eye appt and wouldn't be home. He said he'd switch some things around and see me in the afternoon. At 4:30pm I get a phone call from the Sears automated service telling me it's important I call this phone number to RESCHEDULE MY APPOINTMENT. We called the number and they said we scheduled our appt for 8-Noon and because we couldn't be there, we had to reschedule. We did NOT choose a time we weren't going to be there! The lady on the phone THE FIRST TIME confirmed the 1-5 time slot with us 3 TIMES! Now, we have to wait ANOTHER WEEK for someone to come and look at a dryer that shouldn't even be malfunctioning. I used to really like Sears, but after my and others' dealings with them, they'll never get my patronage again. Thanks for not honoring your agreements Sears. Good job on actively pushing people away from your stores... | |
| Warren Yue | 12/5/11 |
| I need to return a pair of work boots from Sears.com due to wrong sizing, I normally wear 8 1/2 but in the size chart, there were no 1/2 size, so I ordered the 8W instead and thinking if the size do not fit, I can return back to any Sear's store, that was shown on their return policy. The boot leather was cutting the top of my feet and I can not wear, when I returned to Sears store, I was told I can only ship it back using the label provided on the packaging slip and I have to pay for the shipping cost. I called Sears customer service and the associate Glen (134619), first told me that he will generate a UPS return code and I can just bring it to any UPS and the shipment will be free, then after putting me on hold for a few minutes, he told me I have to ship it back at my own cost since this is a third party product, I never heard of Sears selling third party stuff. The reason I am placing this order even knowing that the size might not fit (because they don't have size 8 1/2), is that I read the return policy and it indicates that I can return the item back to any Sears store, apparently this is not the case because this is third party stuff and Sears just indicate the requirement on the packaging slip, which is misleading. If this is third party stuff and I am responsible to pay for the return, Sears should clearly indicate it on the product page, this is false advertisement. | |
| DCORK1 | 12/6/11 |
| I purchased a kENMORE (LG)double door refrigerator model #79575552401 from sears along with a home warranty.within one year the Door gaskets which rub togather were cracking. sears contractor A & E Appliance changed it out.The repairman said it was a bad design due to the doors not being able to be adjusted?? so far I have had the gaskets replaced 4 or 5 times.Every time was a run around on the phone.the repairman was suppose to come and replace it again, But called to say he was not comming and it would be a charge for the part and installation of over $300 to have it repaired? I still have the home care and it does not expire until next year?After another run aroun of phone tag transfer from one to another AND CHANGING CASE NUMBERS I was told that they would call me within 24 hours. Well NO CALL and I don't expect to get one. SO SEARS YOU HAVE LOST ANOTHER LOYAL CUSTOMER!! I WON"T BE BACK SO DON"TSEND ME ANY MORE E MAILS i MARKED SEARS AS SPAM!!WILL CALL THE bbb AND WARN ALL OF SEARS SHODDY BUSINESS PRACTICES.sEARS WILL PUT THE kENMORE NAME ON ANYTHING DON'T BUY IT. | |
| Lynne Picard | 12/3/11 |
| I went online to the Sears outlet store and purchased a "reconditioned" mattress. I called the store to ask about the recondioning process and was told there was a "mattress specialist" there to answer my questions. I spoke with him and ordered the mattress. He told me it wasn;t there but they had them in the warehouse and he would contact me when it arrived for pick-up. I got the e-mail and drove 50 miles one way to pick it up. I was kept waiting for 1 hour while they "looked" for it. It never even existed I was told. Some kind of "flaw" in the system! THEN I was told there WAS no reconditioning process. They lied right to my face! All I got was a "sorry" and a $5 coupon for my "wait time". I then drove to another outlet and got another mattress for $250 more! I couldn't even get a deal on it for my trouble! This isn't the first time Sears has taken my money and put me thru the hoops only to NOT have my merchandise. If there is a flaw in the system, then it should be fixed! Maybe they need a new computer specialist! | |
| Danielle | 12/3/11 |
| It's not even worth one star. I purchased a $1,300 stacked washer and dryer from Sears not even a year ago. Last night it began making a horrible banging sound during the wash/spin cycle and then began pouring an entire load's worth of water out of it. The water flooded my upstairs and went through my ceiling to my downstairs level. My carpets are ruined. My ceiling is damaged. As I'm still under the year warranty, I called Sears first thing this morning. Their first available appt. is 10 days from now. They kept connecting me to their "Customer Solutions" Department representatives who kept reading to me from their cue cards "I understand your frustration." I asked to speak to a manager. One called me back who again offered no solutions whatsoever. I told them that my home was flooded, they told me too bad. I looked up their corp. headquarters and got a new number. Gee, that number took me RIGHT back to "customer solutions" who told me that my only recourse was to write a letter. I am utterly disgusted with sears and will never ever buy even a pair of socks from them. It's horrible customer service like this that's going to result in Sears closing like so many other stores in this poor economy. | |
| Patricia | 12/4/11 |
| Having Sears do anything in your home is a big mistake! Don't call them; look for someone else. Being able to charge the work on your charge card isn't worth the total amount of destruction, confusion, delays, and frustration that you will have to endure from the subcontract labor that their Home Improvement Department hires. We wanted garage doors on a shop installed. It took the sales person four weeks to figure out how to get the paperwork processed! I should have taken that as the first sign that there was a problem. I have had to make numerous phone calls because it took too long to get the garage doors made. Then they were supposed to come to the house on a Friday, and then a Wednesday, and then the next Friday, then Saturday, and then finally showed up on a Sunday. The workers were supposed to take on two hours to get the doors up. Of course, that probably was before they had to drive to the nearest town to get the hardware for the doors that was supposed to be included. They were gone for three hours while they goofed off and went out to eat. My husband is still in the shop so he can watch them, and I suspect he will be there all night. He has already missed two days of work because of the delays in installation. Sears will discount these doors tremendously!!! Heed my warnings, look for another company to do your work!!! | |
| Hoke Robertson | 12/2/11 |
| In 2009 I purchased a 24 horsepower professional lawn tractor(supposedly sears best). You have put 7 belts and a transmission in this tractor. I realize that some products are defective and I have offered to pay nominal sum to get a new lawn tractor but as yet no response.My lawn tractor looks brand new and was never abused.I find it difficult to continue buying products from sears due to this problem. I am willing to do my part to keep our relationship.Please do your part. | |
| Linda | 12/2/11 |
| I will never, ever purchase anything or have work done from Sears again> I had a sales lady from Sears come to visit me to give me quotes on getting my kitchen cabinets refaced and what a disaster that was. First she lied to me about the interest rate I would be paying, then workers came in to do the work and left a gas line uncovered in my kitchen and I almost lost my house including myself. I had to have the emergency gas people come over and I could not go back in my house until they corrected the problem. They through away my faucet and left the first day leaving me without water. The people I was to deal with were horrible and did not help me at all with any of my problems. There is so much more to this nightmare, but just want anyone and all to know, how horrible of a time I had with Sears. | |
| Margaret Holmes | 12/2/11 |
| I purchased a top of the line vacuum cleaner 3 1/2 years ago and paid CASH for it. I've had the same problem with it 5 times in less then a year. It states in the extended warranty (repair man was nice enough to let that slip) that Sears has to replace the vacuum cleaner if it's the same problem 3 times in 90 days. The vacuum was at the repair center more then I have had it at home in the last 90 days, BROKE, same part for the 5Th time. Last week I received a call from the repair center telling me the part was on back order again and when it was repaired I would be called. Then the tech was silly enough to ask if that was alright. lol Told her NO, it was not alright that I would not accept the piece of trash back to put a supervisor on the phone. Finally, the lady came on the phone and and said "Yes, you are correct you are entitled to a new vacuum." She told me I would be contacted this week about the arrangements for a new one. I just had a funny feeling so I decided to call them back yesterday and was told my vacuum was repaired and could pick it up on 12/09/11 at the Danville, Ky store. The tech I talked with was very nice and I told him it was best for him to put his supervisor on the phone which after being on hold for several minutes he did. Her name was Jen, she was hateful and rude and said that I would pick up the vacuum on that date and if it broke again then they would replace it. Also, she lied and said it was a different part this time.I informed her she was a liar that the tech had already told me last week it was the same part. Needless to say I had a hissy fit right then and there on the phone. Finally, out of the goodness of her heart, ya right, they gave me a store credit of $299.99 towards a replacement. So I go to the Danville store today and find one for $370 on sale for $252.69. Needless to say with the difference in the price I was not allowed to purchase bags for it or anything. Sears got to keep the difference. The owner of the store was not any help during all the problems with the vacuum so he along with all Sears stores just lost another customer. | |
| Anna Plaza | 12/3/11 |
| Sears protection agreement is a fraud. I purchased a high capacity Kenmore Elite washer (which I do not recommend to anyone) with the protection agreement. Since it was bought, it has been repaired over 8 times. The protection agreement states that the equipment has to be broken 4 times within 1 year... Today, I had my 4th visit within 1 year from the technician because guess what: it's broken again! I called the number provided by the technician to see if I can get a reasonable credit so I can purchase another one, and SHANIKA (whoever she is) said that it was not covered until MORE REPAIRS were made to it! I asked to speak to a MANAGER, and she told me she was the person that made the important decisions of the company. I didn't know that a telephone operator had the right to make decisions for Sears. As of my understanding, SEARS does not honor what they sell to us customers! Sears USED to be the #1 store in appliance quality, but they have REALLY dropped from their equipment and/or service quality. | |
| MIKE | 11/30/11 |
| AS MOST OF THESE COMPLAINTS SAY THIS WILL GO NOWERE BUT I ALSO FEEL THE NEED TO VENT. I HAVE A MODEL 919.166600 AIR COMPRESSOR YEA ITS A OLDER MODEL BUT ONCE AGAIN THE ROD HAS BROKEN THIS IS THE THIRD TIME I HAVE REPLACED IT LAST TIME I DID THEY SAID IT WAS A UPGRADED VERSION WELL IT WAS BULLSHIT CUZ IT BROKE TO . BEFORE YOU SAY I MUST BE USIG IT WRONG OR FOR INDUSTRIAL USE THAT IS NOT THE CASE WHEN I BAUGHT IT THE SALESMEN SAID GO WITH THIS OIL LESS MODEL ITS BETTER WELL IT SUCKS AND ITS VERY LOUD . I HAVE BEEN A LOYAL SEARS BUYER BUT THAT NOW HAS CHANGED DO TO THE COMPRESSOR TIRED OF SPENDING 80 DOLLARS EVERY TIME IT BREAKS SO SEARS GOOD BUY CUZ I WILL NOT SPEND ANOTHER DOLLAR IN YOUR STORES | |
| marva | 12/1/11 |
| bought a front load lg washer and the front load dryer. last year and the first month i have the washer it leaked and leaked into the pedstal and rusted it and cant open it . the said at \sears/ that i needed to buy the warrenty. but asked at more then three other sears people that sell the washer and dryer and said there is no warrenty for the pedstal . but it rusted do to the leak that was were you put the soap. yes it still will not open 200 dollars for a new one which sears should have replace do to the washer leaked but did not. and yes i still up set at sears and lg and will try my best not to buy lg again you should take care of your costomphers | |
| Fed up | 12/1/11 |
| Sears product protection agreement department has been harassing me via phone for the last several months. It seem the agreement we purchased with our washer and dryer several years ago has expired and they want to sell me another one. I politely declined the first couple of times they called, then asked them to take me off their list. Did that several times and then continued to receive calls. After verifying that the hang up calls on my answering machine were coming from Sears, I called into the office and explained my problem. Everything was supposed to have been handled, no more calls, and they even offered to stop all mailings as well. The calls continued. I called again and was told that the blocks were on my account and that I would not get any more calls. The same thing repeated itself and this time I asked Ashley what I was supposed to do when I get another call, and she assured me that would not happen. Not even 24 hours later, I get home and check the caller id and sure enough there had been another call. Had a very busy day, no time to call and complain again. While I was eating dinner, guess who called again. I am no longer going to do any business with Sears from this point on. This includes my MC that has been the only credit card I use and pay off monthly. This also means that I will no longer shop my local KMart. Too bad Sears doesn't know how to give good customer service, it seems they are losing good customers left and right. | |
| Laura | 11/28/11 |
| Dear Sears, I have bough appliances from you many times over the years, however this time my experience was less than satisfactory. Two weeks ago I bought a new (what I thought was) a new Kenmore Elite electric free standing stove w/double oven. It was delivered the afternoon of Nov.18. When I got home that evening I found that not only did it not have feet under it, but the serial number was for a Jennair. So after calling the Front street store to ask you to come and get this mess, I went to pick out another stove. I was so pleased that I was able to get a nicer upgraded model (because you gave me another $100 off for my trouble). Now I don't want to be a whiner BUT....this lovely model with the double oven w/convection on the bottom is 50 degrees off on the oven temperature setting. Now don't get me wrong I realize that the owner,s manual gives me instructions on how to recalibrate the settings. But I can only change it 35 degrees. (well that helps) I was told by a very polite tech support person that there is nothing else you can do for me....REALLY!!!! I should have keep my old stove, at least it worked!!!! This is only part of what we had to deal with!! | |
| Ron | 11/28/11 |
| This message will probably go nowhere but I still have the need to at least voice my issue. A couple days before Black Friday my wife and I went to Sears to look at treadmills. Our goal was to find the treadmill we wanted in advance before trying to decide on one while fighting the crowds on Black Friday. We found the one we wanted; it was the NordicTrack T5.7 for $599. We were told if we were to buy the treadmill right then and if the price was to go any lower in the next 14 days we would be credited the difference. I asked if that would be the case for the Black Friday sale price as well and the associate said “Yes Sir, even Black Friday prices.” We were convinced to purchase the treadmill right then knowing we would still receive the better price if it did get any better. Black Friday arrives and the price lowers to $499. I thought “great” and I contacted Sears and explained how I would like to be credited the$99 that I was told I would be three days prior. It was explained to me that was not possible because any deals like that would be excluded for Black Friday. After learning this would I have been better off returning the original treadmill for a refund that day then to turn around and repurchase the same one for $100 cheaper 5 minutes later? If it wasn’t such a hassle I would have. The day I purchased the treadmill we were straight up lied to by the sales associate. My wife and I have purchased numerous items over the years from sears which include some more costly items. We are extremely let down by this experience and hope this letter will at least raise some concern about policy/customer service, and hopefully prevent the loss of faithful customers. | |
| Laurel | 11/28/11 |
| I ordered an item for my daughter's first birthday from K-Mart online. The item showed a purchase price of $15.99, but when I placed it in my cart it showed $21.99. Contacted CS and was told they'd credit the $6 difference plus the overage on sale tax back to my card, to go ahead and make my purchase. I did and to date there has been NO refund. CS continues to send me scripted email replies to my inquires that do nothing to answer any of my questions. When I was finally notified that they were issuing a credit to my card I was told it would be for $5.19. Can these morons not do math?!!! I will not shop online with this company, or it's parent company in the future and I WILL be filing a report with the BBB in Kentucky as well as with our State Attorney General's Office. | |
| PATTI | 11/25/11 |
| My daughter and I bought a Queen bed with box splits as it would not fit through the small stair case we have. It was bought on 11/16/2011 but they could not deliver it until today. There was no phone call and we only had 20 minutes to prep, that was ok, the problem came to light when the delivery person only had one of the box splits for the bed. There should have been 2. I called the sales person who sold us the items and she said she would get back to us. She did, IT WAS NOW GOING TO COST US AND ADDITIONAL 174.00 AND THAT WAS WITH A 50 DOLLAR DISCOUNT FOR OUR TROUBLE. At no time was I told we only got a mattress and one box split, how ridiculous. PLUS WE WOULD HAVE TO WAIT ANOTHER WEEK FOR DELIVERY. What kind of scam are these sears sales people running. We bought the bed complete not partial. When I told her to cancel it she said she would and credit my card back and call me to verify the amount. That was 4 hours ago and still have not heard a word from these folks. We bought the bed during one of the Sears Sales on bedding and I would never ever deal with this company again. They are way to slimy and blame the consumer for their errors. The delivery guys said they had 5 stops before me and everyone of them had a problem | |
| MR &MRS Delgado | 11/27/11 |
| we purchase a sears kenmore stove top after a few days we notice what was determine to be bubbles under the glass it has been at least three weeks or longer with parts being ship,ed damage scratch and so forth. today 11/27/11 the cook top has not been replace. I feel sears owes us for such bad service & loss of time from work.I work for a home improvement co and when we put a customer trough such an ordeal we would at least refund install charges i wish sears would do right by us. worse service ever. | |
| Harleigh Kiffer | 11/25/11 |
| The management in the Sears Store(Eagle Ridge Mall) Lake Wales, Florida was ill prepared on November 25, 2011, for shoppers as they forgot to have enough cashiers to handle the customers. Shame that I had to leave over $400 of non-sale items on the floor after a waiting for 58 minutes in an attempt to pay for the merchandise. | |
| Ron | 11/22/11 |
| Bought a washer and dryer, paid a small fortune and clothes come out smelling like mildew. Throwing away more garments than hanging up. Repair persons should have a room at my home for as much as they visited, no correction coming or replacement even an option. Calling the Better Business Bureau! | |
| John Acock | 11/23/11 |
| Bought my wife a gift of an elliptal trainer from Sears with the promise that if she did not like it, it could be returned no problem. It did not work well, so Nordictrak sent a tech. rep out to fix it. He did the best he could, but it still did not function the way an elliptical is supposed to. Wanted help bringing it back...offered to pay Sears to come get it, talked to the manager Taylor Cunningham TWICE who promised TWICE to "check on the return policy and get back to me". He never did. I finally had to get someone to help me take it apart enough to carry it out of the house, onto my trailer and back to SEars. Sears MANAGER was no help at all...he never responded as promised. | |
| Bea1234 | 11/22/11 |
| On the Friday before Thanksgiving my oven burner burnt out so I ordered a oven burner part online for $60.22(part+ shipping)the following day. Even paid the extra shipping fee to have it delivered by the tuesday before Thanksgiving. The woman garanteed me that the part would be delivered by tues 11/22. When I looked on my bank statement I noticed that it was deducted that day. So I called Sears to find out why it was not delivered to me and she said there was an error with shipping and my debt card. I explained that it was deducted out of my account. She said that she would credit the amount back into my account which would take 2-3 days. Now your talking 2 days away from Thanksgiving. Then she came up with a better answer to drive 30 miles one-way to pick up the part. Now your talking with the part& gas another $55.00 If I didn't call to see where it was---they would of never sent it to me or credited my account. All I want to say is "THANK YOU SEARS FOR RUINING OUR THANKSGIVING". I will never order from Sears online again! | |
| carolyn | 11/21/11 |
| We ordered a microwave from the Sears Store in Hanover Pa on Oct 17. We we told it would be in Nov 9. Then It changed to Nov 11 and then to Dec 2. Now it is Dec 7. We paid for the microwave on Oct 17 and now more than a month later we have no microwave. Yet you can still order the same microwave online and in the store. If you can not fulfill the orders you already have you should not be selling more of them. | |
| robin | 11/21/11 |
| purchased a kenmore oasis elite washer in nov. 2006. the washer had to be fixed two years later. now another two years later the same issue has occured! when I contacted sears to get a repair i was told i had to wait a week and 1/2 before a serviceman could come out to my home. i waited the week 1/2 as well as purchasing the servcie agreement which i was under the assumption the washer would be fixed that first visit. NO! that repairman told me several parts had to be ordered including a new tub and that the earliest another tech could come out to replace all the parts would be another TWO WEEKS!!! that is UNACCEPTABLE SEARS! the tech was not sympathetic to my issue either when i told him that is a unacceptable standard. i am now awaiting word back from customer solutions to see if a repair can be done within 3 -4 days. I will NEVER buy another applicance from sears. there products do not last and their standards are very low in consumer service. I am now told that I will have to wait another two weeks for the repair!!! NO THANKS SEARS! | |
| Bill | 11/19/11 |
| A ONE-STAR RATING IS WAY TOO HIGH, BUT THE LOWEST THEY WILL ALLOW HERE!!! Our washing Machine (which we bought new from Sears and is still under warranty) is pouring water out from the bottom of the machine. After much calling and working through computers, I finally talked to a human being. I was told it would be December 13 before a repairman could get here to fix the machine!!! That is 24 (TWENTY-FOUR) DAYS FROM NOW!!!!!!! This is the last thing I will ever buy from Sears since we have had problems before with them. I think I will take out a large ad in the paper to warn people NOT to get any large appliances from Sears! S ervice of E lectrical A ppliances is R eal S orry WARNING!!! DO NOT USE SEARS!!! | |
| Martin | 11/17/11 |
| I was solely wrong in thinking that a large organization like Sears was customer focused. We bought a Kenmore Range from Sears almost 2 years ago. The warranty ran out this year and trying to get it service from Sears is worse then having your teeth pulled. Sears has repeately cancel and reschedule our repair appoint then only to find out the repair man shows up on the cancel date with no one around. We finally got a guy to the house after several weeks and but he needed parts which he did not have. He took our credit card # and would order the parts. it has been now almost 2 weeks and we find out that no parts have been order and we are told that a repair man cannot come now till 2 weeks from now. Have talked to Sears customer service and they have no explanation but consistently want us to sign a service contract with them. At this point in time I feel service needs to take some customer service classes if they want to keep customers. we have been out of a stove for 5 weeks and the family Thanksgiving dinner at the house next week is now cancel thanks to Sears. I hope we have a stove for Christmas but I am not holding my breath on that. I hope they can prove me wrong. | |
| john s. | 11/17/11 |
| I feel truly sorry these posters and other sears customers. I was a sears technician and witnessed first hand the horrible customer service and lies of sears. I would like to tell you about 1 particular day. Sears has these time windows 8-12 1-5. I am supposed arrive at my first call at 8am. On this day i had 9 8-12 calls with about 3 hours of drive time. This left me with 1 hour to do 9 calls on time. Impossible. Then i had 4 1-5 calls. Well the 8-12 calls carried me out to about 2 or 3. Now i have 2 hours to do 4 1-5 calls. I was late to most of my calls. And my customers said sears called them and said we got behind. We dis not get behind. We were behind before i started. Next time a tech is late to your house remember it is not thier fault. They are way overbooked. I was recently fired due to other drivers calling and saying i was doing crazy things while driving like passing | |
| Heyam | 11/18/11 |
| If Corporate wants to keep customers they need to stand behind every product sold in there stores , a $3000 Kenmore refridgerator purchased May 16 2010 broke down 3 times my 83 year old parents can't go without Thanksgiving is 4 days away and I would never ever recommend this Lemon they purchased from them , Corporate needs to replace this $3000 appliance for my parents we have the reciepts and this is unacceptable I am calling the news media on this one ???? STAND BEHIND YOUR PRODUCTS YOU SELL TO CONSUMERS SEARS !!! I MANGAED A CLOTHING STORE FOR 11 YEARS AND CUSTOMER CARE SHOULD BE THE MOST IMPORTANT FACTOR 1 BAD REVIEW AND YOU LOSE WAY MORE CUSTOMERS !!!!! WITH OR WITHOUT WARRANTY A FRIDGE SHOULD LAST 7 TO 10 YEARS WITH NOT 1 PROBLEM OF NON WORKING APPLIANCE ?????? | |
| Cheryl Medici | 11/14/11 |
| My husband and I have also been loyal customers of Sears for many years, as was my parents and his parents. We made the horrible mistake of having our HVAC system ($8,000+) installed from Sears this past May. Part of the package was that you either get a $500 cash refund or a $625 Sears Gift Card, besides the other rebates from the state and Carrier. We figured since we have just purchased all new appliances from Sears and need a new clothes dryer, we would take the gift card. Well, we've received everything but te gift card, and of course can get no response from the NJ district office sales manager, John Gary. The system was put in the week before Memorial weekend. In order to receive the card, you have to contact the sales rep after the town comes and does their inspections. So, our inspections were done around the second week of June, and right after we had our HVAC system inspected from the town, we contacted our rep, who inturn contacted his office that the inspection was complete so they should now complete whatever it is that they need to complete to send our gift card, which we were supposed to receive in 6 - 8 weeks. Well, a number of weeks later, I get a call from a Sears office asking me if we had our inspection, this was probably about 6 weeks later. So I infored them that I did, our rep was supposed to tell them, and ask them if they want a copy of the inspections. They say no, and tell me I'll get my card in about 6 - 8 weeks. Sometime the end of September, about another 6 - 8 weeks later, I get a call from Sears, again, asking me the same question about the inspection!! I tell them that someone had called me about 6 or so weeks prior asking the same question, and they seemed surprised, and said, oh I'm sorry, I'm going to take care of this now and you will get your card in about 6 - 8 weeks. Well, my husband started calling them about 4 weeks ago, EVERY DAY, and we hear the same thing, "John Gary will call you back", "We are looking into it", blah, blah, SAME LIES!! I am so disgusted with them. I have a copy of the agreement for the card and the next step it to contact our lawyer. I just hope we don't have these issues if we have problems with our HVAC system. I'm so sorry we went with Sears. Do yourself a favor, if you live in NJ, don't go with Sears - go with Speer. We should have had them put in this system, but Sears was a little cheaper and offered more - now I know why! | |
| Mary Ann | 11/14/11 |
| I bought a high end dryer from Sears. The installation didn't happen the day it was promised, it happened a day later and not at the time it was promised but several hours earlier when I wasn't there. Ran home and was thrilled to have my new dryer. The installer left and the dryer didn't work. I made over a dozen calls on Saturday to send the installer back to my house and they said he was busy and there were no other repair people available or installers to come and replace the unit for a week. Each time a called a different the person read a script telling me what a valued customer I was and thanking me for my purchase, each time I had to go through the entire story again beginning with my name, number and information. This was more than 12 'xs and calls each time they said they would call back and didn't. I told them I needed a repair person on Monday morning someone called me late Sunday night to say they couldn't have anyone there on Monday morning. I told them to come and pick up the dryer. The person from Sears at he other end of the phone swore at me and told me he wold have the dryer picked up. Still have no time or date for this to happen. No service person is available to fix it until possibly tomorrow. Going to PC Richard's to make the purchase. | |
| kb | 11/13/11 |
| I bought a rca tv from sears last week with a built in dvd player it did not work we took it back to sears in northwood ohio. After the salesperson got another one out of the box that dvd player didn't work either, after opening 2 more boxes none of the dvd players worked. The manager Janet would'nt open anymore, we also bought a 80 dollar wall mount, now we have a wall mount without a tv. Sears said we can buy a 32in model and they'll exchange the wall mount but we have to pay the difference for the 32 in mount....what a crazy day we spent a beautiful Sunday sfternoon and got no where..Sears is off my shopping list they suck | |
| Susan | 11/11/11 |
| Rating them with 1 star is too good in my opinion. I wish there was a negative one thousand star I could give to Sears as a rating. There really is only 1 word for me to use to describe how I feel about Sears and their service technicians and their entire service staff right now - that word is DISGUSTED!! I have never in my life experienced such terrible customer service as I am receiving right now. I have extended warranty protection aka Master Protection Agreement on my washer and dryer that I have paid good money for and I can't get anyone to come to my home to fix the leaking washing machine or service the dryer that keeps "coding" on me. I waited over 2 weeks for the 1st appointment only to find out after waiting almost 4 hours for the service tech to show up for my scheduled appointment that he wouldn't be coming because "he went home sick". Hello? My appointment time was between 1 & 5 p.m. I receive a phone call at 4:30 p.m. that he's not coming?? And worse yet, now they want to reschedule me to November 23rd - the day before Thanksgiving. Like I really need a tech here the day before a holiday. Not one person was able to help me today. And not one person cared that my washing machine is leaking water onto my floor for 2 weeks now. They rip you off by making it sound like you really need to buy the extended warranty contract, so you buy it, and it's almost useless because you can't get somebody to come fix the thing when it breaks down. Very very poor customer service. The next time I need to purchase an appliance, I will visit the little appliance store a few towns over and not only will I probably get a better appliance than a Sears appliance, I'm sure I will receive 100% better customer service should any problems arise. I will NEVER purchase anything from Sears again. I never go to Kmart, the store it too junky. Anyway, if you are considering purchasing from Sears, I'd reconsider if I were you. | |
| suryarao mudragada | 11/11/11 |
| I have been doing reasearch about buildings for the past 50 yrs.There are 2 types of buildings-good luck and bad luck buildings.Your stores used to be in good luck buildings(rectangular buildings on rectangular lots)and you were very successful in the past.Since you moved into subuebian malls,you lost your greatness.I advise you to return to old architecture to become number one again.Please visit my website www.vastutheory-mudrageda.com to find the features of a good luck buildings. | |
| Buddy | 11/9/11 |
| My 80 year old mother in law purchases a clothes washer 11 months ago from the Minot, ND store. At the time of purchase she was told she would have warranty service even when she lives in the country 90 miles away. The washer had a defective sensor from day one and she reported it to customer service and they said the would find someone to service it. They never did find anyone and recently offered her a $50.00 cashiers check or a $100.00 gift certificate. The washer is still under warranty until Dec. 2011. I suggest everyone picket both Sears and Kmart (parent company). Meanwhile my 80 Yr old mother-in-law Has a new non-working washer sitting in the garage. Were frustrated do to poor customer service and unkept promises at point of sale! | |
| unknown | 11/9/11 |
| I sit and read these ratings and know exactly what people are talking about. I was a Sears employee for nearly 4 years. I started by selling appliances for the first year and then was part of management for almost 3 years. I experienced all of these problems and then some. As part of management you are privy to alot of the underbelly of the store you work in. I agree that the management staff is some of the most lazy people there are. Also HR in these stores are never following code. In the store that I worked in HR never kept anything confidential, and it depends on who you are if anything will get done. I have experienced that I personally was physically blindsided by a male associate that worked in the back for no reason, I think that he had a mental issue, I had a witness and I was passing him in the back going to the back office never said a word to him and he said I better get out of his way when he passed me he hit me like a football player and threw me into a box of fitness equipment the other associate said that he said to him you really hit her hard. The second time was out on the floor about a couple of days later he did it again. I went to HR and put in a complaint he was brought in and asked if he did it and he said no. Excuse me I had a witness, 88 sears was contacted and nothing was done about it and he kept his job. I guess sears condones women being assulted in their stores. That is only one story I could write a book starting the second day I worked there. You ask why do I not work there anymore? I walked out and quit 2 weeks ago fed up with the whole thing | |
| Linda | 11/10/11 |
| Sears was good and now it isn't. District manager Steve Jollas helped it become the poor quality customer service mess it is. Arguing, defensive and uninformed in putting in an HVAC. Sears would rather lose a $5,000+ sale. I cancelled my Sears card as well after this interchange. On top of it Sears came on the wrong day to install it and the delivery person asked if I was coming home from work so he could put the HVAC in. NOOOO.... come back on the correct day. He then asked if he should put everything back in the truck, YEEESSS.... where do you plan on leaving it? He then asked if I had a neighbor who could let him in to do the work anyway...IS HE CRAZY? Steve Jollas was rude, obnoxious and uninformed with what is needed to put an HVAC in. Anyone that defensive knows he is not giving accurate info. He forgets who is the customer and why Sears keeps him employed is a mystery. Even those working around him in conversation seemed uncomfortable with him. Explosive temper issues? Need anger management? Customer service communication? I didn't trust Sears to put in any HVAC or other appliance as my trust is gone. They would most likely send a broken piece of equipment. That's the kind of guy Steve seemed to be...... Shop at Sears at you own risk or run to another company. | |
| Mitch | 11/3/11 |
| I work for sears. Here's a tip don't shop there. It's a terrible company and to be perfectly clear, they don't give a shit about their customers or their employees. They make us sell their crappy service agreements because they're "100% profit" yet they give people the run around whenever their product needs any kind of service. Every day I get calls from angry customers with either service or delivery related problems. I honestly feel bad and try to get issues resolved but sometime I get the run around from delivery or service and have to tell the customer that I can't help them. Absolutely ridiculous! I should never have to tell a customer that I can't take care or their problem. This company has been in business for 125 years and can't seem to get something as simple as delivering a product right. And I agree that customer service is terrible throughout the company. Whenever I have to call another store or corporate I end up asking myself how we're still in business. I won't get into all the reasons why sears is a terrible company to work for beause nobody probably cares but I will say that corporate greed, inept leadership, and terrible decision making has all but killed this company. I for one won't miss sears when it closes it's doors permanently. | |
| Norma Rivera, 2083 Paseo Alfa, Toa Baja, PR 00949 | 11/3/11 |
| Sorely disappointed in the poor service Sears has provided. Until my failed endeavor to obtain copy of a purchase receipt for a purchase made on August 14, 2011, I would have sworn that Sears was honest and customer oriented. Boy, was I wrong!! One lousy receipt has caused me such frustration and anger that I cannot possibly explain. I had no felt like such a foolish consumer for a very long time. Thank you, Sears, for yanking faith in your reputation right out of my being. | |
| chris a | 11/4/11 |
| these people still owe me 90 dollars for a refund for a lamp that i got through sears.com it was for a mitsubishi tv and the lamp was a 150 w and it was supposed to be 180 w lamp and it shorted my tv and now i am without a tv since aug it took forever to received the part and then i returned it because it is a insufficent part quality and now been dealing with customer service since 9-26-2011 and still today i still have not got a refund and i still have no tv i am going to be going to the news with the story soon telling them how sears are thieves | |
| Evelyn McCalla | 11/4/11 |
| I purchased a Kenmore Pro Gas range at the Bridgeville, Pa Outlet store. It was advertised on the internet as well as in the store as being tested to be in perfect working condition with minor cosmetic scratches. I also purchased the service agree ment becasue of online reviews that the control panel sometimes fails and is very expensive to replace. My husband and I insepcted the range thoroughly and found it to be an outstanding purchase. The minor cosmetic damage was no more than a house full of children with toy vehicles and large pets. The store employee helped us load the range into my Sante Fe and when we got home and attempted to get it out of the vehicle, the regulator and cconnecting tubing was crushed. We immediately called the store nad asked for the manager. We were told at that time we could not return it as it was an outlet purchase. we then called the repair service and arranged to have the parts replaced despite this being a lot more than "cosmetic" and obviously could not have been tested in perfect working order. The system for repair is now to have someone take a look at your item then order parts and when they arrive to come back and fix the item. When the second repair person came the range still did not work and needed a control panel. This range was sold to me in a nonfunctioning condition. I have been without a range for 3 weeks and my daughter's wedding reception is approaching for which I need to cook and bake. When i called the complaint center it was explained to me that when pruchasing from the outlet, one is at the mercy of the store manager and basically noone is accountable for misrepresentation or falsification. I am quite distressed and awaiting return calls. | |
| JECW | 11/6/11 |
| I would like to make a suggestion for an item that youall sold years ago. My sister and I use to go to an exercising place that had a vibrating belt. You stood on a platform type thing with a belt that went around your middle and vibrated. We found that it helped reduce us better than anything else. We have looked for these since, but they are very difficult to find. We would purchase one if you ever come back out with these and IF they were not a HUGE PRICE! Just wanted to make this suggestion! Thanks! Jecw Russellville, Arkansas 72801 | |
| chris | 11/7/11 |
| my name is chris auberzinsky i bought a t.v. lamp from sears.com thinking i was purchasing it from sears when in actuality i purchased the product from mwave.com this was september 29 2011. It took your employees weeks to pick up the product considering that the lamp was only a 150watt bulb and the t.v. requires a 180watt bulb so not only did i receive the wrong part but it also shorted out a $3000 t.v. it is now November 7 2011 and i have been without a t.v. for months now.i have spoke to joy, kim and jeanee your case managers and i told all of them including mwave that the card i used to purchase the item was my wifes mothers card and that the account was frozen and that i needed a check wrote out to me and mailed to my address all of them all said it wouldn't be a issue.but obviously it is it had been a month i dont have the part and now sears customer service reps. basically refuse to give me my money.at the end of the day sears are nothing more than theives | |
| Melisa Montes | 11/8/11 |
| There is a reason why Sears keeps getting a ONE STAR from these consumers.....LISTEN TO THEIR REVIEW...I am experiencing the SAME POOR CUSTOMER SERVICE. I have been a LOYAL customer for 12 years and I think that is where it ends. I am closing $10,000 in credit that I have and spend a little more elsewhere, but be appreciated for my continous loyalty. Asked to speak to District Manager about mulitple issues and was not afforded the opportunity, in fact, I haven't received a callback from ANYONE. SEARS has truly disappointed me and I refuse to spend another nickel there...I'm going to pay my account off, close it and start shopping at Home Depot and Lowe's. I | |
| Barry De Saw | 11/8/11 |
| I often shop and venture into the Sears store located in Lake Grove, New York. Three weeks ago, I was on the second floor and wanted to report to the store manager that the men's restroom on the first floor had a terrible stench. As I asked a sales associate for the directions to the store manager's offices, I was greeted with a confused look and a question about what I wanted. "The store manager's offices," I replied. The woman said that there was no management offices, but that I could speak with a nearby "manager", a woman only ten feet away and overheard our conversation. I reported the unsatisfactory conditions in the first floor men's room to her. Two weeks later, I was in the same restroom and nothing had changed in the slightest! I have been in this store many times, and sometimes made purchases there. But my experience has always been that the store is very poorly managed. (And we wonder why American jobs are drying up and going overseas!) I am now very inclined to buy things, and use the restrooms elsewhere. Sears (in Lake Grove, at least) just does not know how to maintain customer satisfaction. This is not just one thing! I've had many dissatisfying experiences at Sears! | |
| Esther Gee | 11/2/11 |
| I have bought almost all of my appliances for my home from Sears and now hold a master service plan with Sears for repairs. However, every time I have a repair issue it takes forever to get it resolved. At this time I'm without a dryer since 10/22 with parts sitting in my livingroom for the service. However, there will be no repair man untill 11/10 because Sears does not seem to a sufficient crew to service their customers. What is the good of having a service plan when I cannot get service and have to be without an appliance for a month. If Sears cannot service their appliances, they should not sell them. I seriously will rethink renewing the service contract; I pay more than $700 and get terrible service from Sears. Where is the Sears of yesteryear??? | |
| Colin McDonough | 11/2/11 |
| Does anyone really expect a Sears Representative to call back after reading these comments? That is, if they read them at all. Its no wonder why Sears is failing as a retailer. I could go into a long diatribe about my horrible experience with a Sears repair, but I'm sure if they really cared, they'd know already and would want me as a comsumer in the future. Now I have serious serious doubts that the 3 major appliance I recently brought will be serviced properly, etc. Their Customer Service is non-existant, their employees don't care, they don't learn form their mistakes, will not admitt when they are wrong, and will not compensate for their screw-up in any way that wants me to consider them in the future. Good Riddance and good luck in your ever-ending quest to be the worst retailer out there - now I know NOT who I think of first. | |
| Jackie Cunningham | 11/2/11 |
| It would take too long to write what i have endured with this company, over 35 calls to "customer sv" and "exec.customer sv" and media office. Three days loss of work waiting for techs..blah blah blah. The last technician that showed up at my home JUMPED INSIDE MY TOP LOADER AND STARTED KICKING AND ABUSING MY DRUM...YES HONESTLY....REALLY HAPPENED, needless to say he tore up my drum then procedded to ask me not to tell Sears and then he ordered a new drum, set a new appt and did not show up!!!!!!! Have tried to locate someone at Sears in a senior posiiton to help me with this dilemma to no avail. Googled Lou D"Ambrosio CEO, and tried to email any stockholder that should be interested in my story....nothing available...can someone help me with that contact information, considering seeking legal counsel and contacting my local media channel....would make a great "funny" story, but not so funny for me....HELP | |
| Mickey | 11/2/11 |
| My wife and I have been loyal Sears customers for over 40 years, have an excellent rating with them. In 5/2010 I purchased a refrigerator for my daughter who is a single mother. I bought the deluxe extended warranty for $329.99 and Sears has given us the run around since it broke down 3 months after purchasing it. The service department has been out to her home numberous times and replaced a lot of parts. Sears has spent more on parts and labor than the refrigerator cost. My daughter and her family have been without a refrigerator use more than with the use. They have lost food time and time again becasue it quit working and it took days to get the service company to come to check it. This past Monday they came out again (after she was without use for 7 days) and now they are replacing parts that was previously replaced. Sears has been absolutely terrible when trying to get this resolved. They will not replace the refrigerator which the repairman said was a lemon. The deluxe extended warranty is a joke, you pay for it and then Sears does not care. Today she went to Lowes to buy another refrigerator and the 3 year warranty only cost her $75.00. We had always thought higly of Sears because they used to have good customer service and liked the fact of their support of the military. No more...I WILL NEVER PURCHASE ANYTHING FROM SEARS AGAIN. They just lost a good, loyal customer who always paid cash and was in very good standing credit wise with Sears. They just destroyed any faith I had in them. | |
| barbara domek | 10/30/11 |
| If Whirlpool insists on sending manufacturing out of country - you will lose a large number of customers. Kenmore name has been successful because it is manufactured in America. People,including myself, are tired of the poor quality of product coming from foreign countries. | |
| Guy Waites | 10/30/11 |
| I am totally done with Sears!! Being a loyal customer for over 25 years has ended. My Kenmore Frig, about 3.5 years old stopped working. Call Sears to schedule tech, cannot come out for 8 days, Finally comes out says compressor is shot and some other items. Parts deliverd 2 days later but cannot install for another few weeks!! (living out of a cooler) Tech comes to install, says compresor sucked water through lines and Frig is "not serviceable" they will send "voucher 500 for another appliance. I had local appliance dealer come out to see if they could replace guts of Frig so I didn't have to spend another 1800 on new unit. Tech takes back off Frig. and compressor is gone!! Stolen. Called Cust Serv. no help at all. Asked for corporate phone number or email, said they didn't have. I took their "badge" numbers and I'm going to sue them for theft. Any other people out there with a similar experience, please contact me at guyw@bestfieldhomes.com. | |
| Tina Lynn (De Jesus) | 10/31/11 |
| Have several appliances under extended warranty,in fact, got a call to renew it the other day, tho, not due until 2014.Always a smile on the phone, very pleasant. But when you feel like a pacification comment, "someone will get back to you", and it's never done, what do you do? NEVER BUY SEARS AGAIN!!!!Why won't they give the home office's phone number.....all other companies do!? Shortly after I had gotten my refigerater, it started to crack on the inside, and the removable shelves on the door kept(keep) on falling. What do they do to fix it...paint sealer on the cracks, and give me nonsense plastic pieces to put on the shelves....how many times are they going to hurt someone from falling when you open the door!!? I give up, and don't/can't use those shelves. They do fix my carpet cleane EVERYTIME, tho.Can't complain there. But I doubt very much I will ever buy a Sears product again, since I found most all companies have extended warranties which can be renewed. | |
| Cecilia | 10/27/11 |
| I have to say I love your site manage my life. Apart from that Your customer service is the worst. i am not going into detail. Just the facts. i had an appt. for repairs today 1-5 window. At 4:47 I called Sears and asked what was going on, They said they needed to reschedule. Because the repair Supervisor said he called 2 hours earlier and wanted to make sure the parts were here at my home. LIES I HAVE BEEN HOME ALL DAY. NO ONE CALLED, I HAVE NOT BEEN OUTSIDE I AM INJURED AND CAN'T GET AROUND. | |
| Cecilia G. (Ca) | 10/27/11 |
| I'll bet your corporate office doesn't even care what we say here. But here I go just in case someone out there does care. I have to say I love your site Manage My Life. Apart from that Your customer service is the worst. I am not going into to much detail. Just the facts. I had an appointment for repairs today 1-5 window. At 4:47 I called Sears and asked what was going on, They said they needed to reschedule because the repair Supervisor said he called my house 2 hours earlier and he said no one answered so they would need to reschedule. LIES I HAVE BEEN HOME ALL DAY. NO ONE CALLED. My clothes washer has not worked since Sept. 21st when I made the first appointment. My first tech was great and very thorough. Unfortunately we needed parts and when they arrived on my next appointment OCT 18th the tub had been damaged by what it looks like a fork lift prong, so repairs could not be done and a new tub was ordered and when the parts were here I called and made the appointment. I was here but I think someone did not want to work today and lied to the dispatch. Very unprofessional, So Now they say the next appointment won't be until NOV 8th. Why do I have to go to the end of the line for repairs when I was here they cancelled on me! I have no clean clothes because I can't lift them to take to the laundry mat. I have an injured back. They should cancel on someone else and make room for me, didn't bother them to do that to me. <-(Sarcasm) The worst customer service by cancelling on me Then making me wait almost 2 more weeks. Seriously Make room and take care of me. I WAS HERE WHERE WERE YOU! We shop at Sears for all our appliances. Never needed repairs before so have been very happy. But after this I will be going to Best Buy for my microwave and dishwasher that we are in need of, and any other items we might need in the future. I will admit I lost it today when speaking to the escalated customer service dept. because I can't believe there was nothing they would do to help me. It's not like I had to cancel the Appointment. They said they were the corporate office there was not anyone higher to speak to they were it. I find that hard to believe that she did not have a supervisor. At least I did not have to take time off work like others, only to be so disappointed. Very Sad. | |
| susan smith | 10/26/11 |
| Leo Scotti, Sears Hometown in Paso Robles licensee, hurled obscenities at my 85 year old disabled mother and me. He screamed at us at the top of his voice, banning us from the store all because he refused to honor our discount and I objected. He went ballistic and followed out of the door in a very threatening manner. We were afraid for our safety. This dude is unbalanced and a disgrace to our community. I will report this matter ro every forum I can find. He should not be representing Stars in anyway. We have used Sears for 40 years, but no more. I.am spreading the word on this jerk and won't stop until he is dealt with and seriously!! | |
| kev | 10/26/11 |
| Too bad Sears doesn't care about what we have to say. All they care about is the bottom line. We are wasting our time trying to invoke change. They just blow it off and verbal abuse continues with no accountability. LEO SCOTTI, PASO HOMESTORE. | |
| Dennis Whaley | 10/25/11 |
| I bought a sears washer and dryer and dishwasher at the same time. On 4/23/11. On Oct.19 a repair come out and tell me the control is bad, and he would return on Oct 26 to repair. Now the sears office called and said that the control box will late and wants me to call them when it come in, so they can reschedule another day to put the part in. Now what you going to do about all the money that I spend going down town to wash clothes for three people in the house. I also have a warranty on the washer and I know that the labor and parts are free. But you are putting me off for another reschdule date and it is costing me more money. But I can live with it if you can, because I know that I am in the right about how you work, you send a man out without parts and he comes again and charge the person for two trips. Most people do not have warranty covers. Or cannot afford it. The Labor cost for my man was $142.oo how can an person without a warranty pay for this. He was only here for one hour. I which I could make $142.00 an hour. Help is needed for everyone!!!! | |
| ben r. santos | 10/25/11 |
| i purchased kenmore refrigerator 10/6/11 from sears at fairfield, california. Delivery was on time but many missing shelves. I called delivery section of the missing shelves. I received the missing shelves but one of the shelves was broken. Inside the box, shelve has no protection or pudding. Delivery section promise to replace the broken one. Also they promised to pick up the old shelves from the old refrigerator that they forgot to pick up, but no one showed up on the appointed time and date. | |
| Ernestine Jefferson | 10/25/11 |
| MY NAME IS ERNESTINE jEFFERSON 10/25/11 7304 dEN mEADE aVE. fT. wASHINGTON, mD. 20744 301 248-2698 MY jOB no -12785070 IHAVE BEEN TRYING TO E-MAIL CANCELLATION/MODIFICATION TO MY CONTRACT SINCE 11:15 pM TO NO AVAIL. | |
| toot | 10/26/11 |
| I am 85 years old and had the worst experience in my life at Sears Hometown Store in Paso Robles. The manager, Leo scotti used obscene language and screamed at us to get out of his ------- store. All of this because he would not honor a promised discount by another employee. He should not be representing Sears in any capacity, let alone a business owner representing Sears. After 50 years with sears, I will never buy another product from your company. And I plan to spread the word here in my community until I am satisfied with the outcome. | |
| DIANA | 10/26/11 |
| LEO SCOTTI SUCKS!! WORST LICENSEE EVER. HOMETOWN STORE IN PASO ROBLES, CA. HURLS PROFANITY TO CUSTOMERS WHO CHALLENGE HIM ON PROMISED DISCOUNTS HE WOULD NOT HONOR ANYWAY. PRACTICALLY CHASED MY AUNTS OUT THE DOOR SPEWING PROFANITY. WISH I COULD SUE SEARS AND LEO SCOTTI. | |
| Mildred in Cleveland | 10/26/11 |
| I have just spent the last week trying to resolve a furnance installation issue mind you it have been a few years for the problem to come to the surface, but thats not my fault. I have talked at best 9 different people within various department that told me i would get a response in 24-48 hrs. In all this time i have yet to receive a phone call from anyone, upon reviewing some the other complaints above shows a deteroiations in the Sears Service which used to be unquestionable. How sad. I am currently without options on my furnance because i can not get a repair because no one wants to be responsible for future issues......... carborn manoxide could become an issue which could endanger me and my family. I hope someone cares enough to read our complaints perhaps someone will care and endeavor to do a better job in responding to your customer complaints. If you treat us like this i hope none of your family members do business with you. We are customer but we should be treated as family because without us you don't have a business. Soon not be a customer ever again. | |
| chita caimi | 10/26/11 |
| worst company I have ever dealt with unbelivably stupid | |
| j pai | 10/26/11 |
| There should be a (0) star rating. DO NOT BUY ANYTHING, ESPECIALLY APPLIANCES, FROM SEARS. Their installers are rude, they don't know how to install, SEARS CUSTOMER SERVICE IS THE WORST IN THE WORLD. They just left my home 5 minutes ago. I am just too aggravated at the moment to explain the whole story regarding my dishwasher and the installation process. PLEEEEEEEEEEEEEEEEEEEEEASE DO NOT BUY FROM SEARS. | |
| | 10/22/11 |
| I have nothing but praise-my expensive oven broke on the day company was to arrive for a week-I called Sears and was told I would have a repair man in less than a week. A very surly man arrived and scolded me for using the self clean cycle-one of the features on the oven.He informed me I would have to wait for a part. Three weeks later he came to install the part. In the meantime I contacted Sears and requested some assistance. A lovely woman named Betty called me and asked me to explain what had transpired. She was appalled at the repairman's attitude and suggested I try the self clean cycle again-I was hesitant but I did and the oven broke again. The same surly repair man once again scolded me for using the cycle after he had TOLD ME NOT TO.I again contacted Betty who made arrangements to have my oven replaced at no charge to me. She apologized sincerely for my difficulties. | |
| STAN BERGEN | 10/23/11 |
| I have been a sears customer for 30 years. Purchased a sears master protection agreement. Dryer stopped heating, called 1800 469-4663 to arrange appointment, spoke to a person named angela. She said it would take 12 days to have tech come to house, told her that there was children and elderly people in house, could please expedite. She said that was the best she could do. In a very indifferent voice. we had to hire outside vendor who came the next day, $235.00 charge. VERY ANGRY AND UPSET WITH SEARS WILL NEVER PURCHASE ANY APPLIANCE FROM THEM AGAIN. AND WILL NOT RENEW CONTRACT. SEARS THANKS FOR NOTHING. Stan Bergen | |
| M. Williams San Diego, CA | 10/18/11 |
| I made the mistake of haveing Sears repair my washer. Guy was three hours late, and did not know what he was doing. I wound up calling another company to make the repairs. Time to move on to someone else. | |
| Lori Grobelny | 10/18/11 |
| I have emailed Sears twice without any satisfaction. In April, I bought a Craftsman Lawn Mower. I was satisfied with it, and it was working well until a few weeks ago. The front axle dropped, and I saw that the notches to hold the axle at most levels will not stay in the apertures. It will only stay in Number 1, which is way to low for a proper mowing. When I finally got an email from Sears, they told me to take it to a Sears store. Now, this mower is 75 pounds. It cannot easily be loaded into my car. Considering, the fact that it is under warranty, and Sears does in-home appliance repair, I feel, that they should have offered to have someone come out to fix it. I am very disappointed in Sears, and I don't think I will be making any large-scale purchases from Sears any time soon. | |
| Joyce Ritz | 10/17/11 |
| I bought an LG refrigerator from Sears in August 2010. Within the one year warranty period a piece on the crisper drawer frame broke. I ordered a new part within the warranty period and was told by Sears "it's on its way". The part never arrived. I called back. Sears told me to call LG. LG told me to call Sears. After being over and hour on the phone with Sears customer service and being transferred 6 times they told me that I would have to pay for the part ($102.49) because the warranty expired. I explained to them that I ordered it BEFORE the warranty was over and they understood that, but refused to send me the replacement part because THEY could not find a record of my order. This was not my problem, but theirs. When I said, "So, you are NOT going to honor your warranty?" They said no, we are not. My response: I will never buy from Sears again. They not only lost a good customer forever, but they ruined my day.And my refrigerator is still broken. | |
| Richard Reynoza | 10/14/11 |
| I'm a Maintenace Mechanic and I always stand by Kenmore and Craftsman products plus I do alot of purchasing for are Aerospace Company here in Anaheim,Ca.I went to purchase 5 microwaves for are Break areas and 12 for the future but when I went to Sears in Orange ,ca. at The Orange mall Location it took awhile like 10 to 15 minutes because the lady was helpping someone else with beds no problem I got someone else to help and look it up on the computor and said only one in stock and the others would take about a week I told them I need them sooner they said sorry that was for just the 5. I went to Home Depot acrosss the street and they said they could have 5 the next day shipped derictly to are company and if I needed 12 more just as quick.My question is is Sears not stocking enough or whats going on I really like the Products Sears has but if I can't get them I have to shop elsewere. I just thought you should know Thanks Rick Reynoza E-mail rick_reynoza@beaerospace.com | |
| Lyne | 10/14/11 |
| We bought a Sharp Aquous 46" tv from Sears. It broke in 30 days - does not power on at all. Wanted to return. Was told at 7:40 at night they would only accept the return up until 9pm, but would not honor a replacement at the price we paid since it was on sale when we bought it. A replacement would be an additional $500. I have called the store manager twice with no return call and filed a complaint with the BBB also with no response so far. I now have an $800 sears cc bill and no working TV! | |
| risinger112@live.com | 10/11/11 |
| I bought a new Craftsman riding mower in 2007, before the mower was 1 year old I had called for 3 repairs. After the winter season I called for 4 more repairs. I have had more than 11 repair orders for this craftsman riding lawn mower, to include a brand new engine, and a engine rebuild. Now on Oct 9 2011 the mower will not start, and when scheduling a repair order I was told that they would not be able to get to my mower until November 2 2011. Hello? is my grass not going to grow until then? will it hold off for me? NO. I am on hold right now with sears customer response ( complaint department) I was offered 10% off my next lawn mower purchase... thanks but NO thanks,10% off not to exceed 100$, what a joke. | |
| E.O. Sorlino | 10/12/11 |
| IF THERE WAS A CHOICE IN THE RATING SCALE OF THE TINIEST LITTLE GRAIN OF SPACE DUST, THEN THAT WOULD BE MY RATING OF THE GREAT INDOOR JOKE OF A STORE, NOT 1 STAR. THERE ARE TO MANY ISSUES TO WASTE MY TIME OUTLINING HERE, I HOPE THE COMPANY AND ALL THE INEPT EMPLOYEES IN IT WOULD MOVE TO THE MOON. I WOULD RATHER HAVE ALL THOSE ILLEGAL HARD WORKING MEXICANS THAN A BUNCH OF LAZY AMERICANS. GO TO HELL! | |
| Kathy | 10/12/11 |
| I purchased my home in 1998, it came with a 1953 Sears Classic oven/stove (one piece). I am still using this appliance. Would love to hear from Sears thought this could be great advertising for you. Hope you really do ready these comments. | |
| Richard | 10/9/11 |
| Tried to order a part online from the parts department.I noticed they were charging me sales tax on the ups shipping and the part. When complaining to customer service that this is not proper I was told ups does that. After telling them they are ripping people off they disconnected my calls twice. I called UPS and was informed that they do not charge sales tax on shipping. No more Sears products for me. I also noticed in the local sears which is closing down that most of their products were made in CHINA. | |
| | 10/8/11 |
| I purchased all my kitchen appliances from Sears. The service I have received thus far is horrible. My slide-in range's control panel keeps going up. The last one was replaced In June, 2010. The range is still under warranty. I made an appointment to have it repaired once again by calling 800-4my-home. The serviceman was suppose to arrive on Oct. 8th between 1:00 PM and 5:00 PM. I think a four hour window is ludicrous, but to make matters worse, it is now 5:35 PM and there is no repairman. SHAME ON YOU!!!! | |
| M. Dean | 10/7/11 |
| Will not purchase nothing at Sears again. My washer went out and to try to get a service man over here, GOOD LUCK!! First time, they said they will be out between 1-5pm and he did not show up until 6pm!! When he did show up, he said he would need another man to help him pull the washer out and off he went. The second time, they were suppost to come out, my husband was home and again waiting from 1-5pm. He thought he would call Sears to make sure the service man was coming out, and they told my husband that he would have to reschedule the appointment, the service man was sick!! The third time the service man did SHOW UP. He said that the washer just had to be reset and off he went. Within 10 min, the washer stop working. I called Sears right away to have the man come back to look at the washer. They told me, he has a very busy schedule and you will have to reschedule the appointment.. So I called corporate headquarters of sears and told them the situation. They said I would have to wait until Monday between 1-5pm until the service man can come up to look at the washer. I told them this would be the FOURTH time. They said they were sorry...please think about the next time you buy at Sears. This is not worth it!! | |
| Mackie | 10/6/11 |
| Sears Corp needs to have their manager at the vision center in Montgomery, Alabama investigated she is stealing time and money. Sears is such a big corporation I can't believe they don't have a tip line for employees gone bad. | |
| BRad | 10/6/11 |
| I purchased treadmill with delivery service. I was told I could have an evening Thursday October 6th time. I received call Wednesday October 5th to confirm. The time stated 2-4. I then called Sear Delivery, which is not a good call service, does not know anything regarding the policies appear to not even be in the USA call center. I was guaranteed I would have an evening delivery time after 4PM. I then got a call at 6PM Wednesday October 5th and then it stated 230 - 430 delivery time. I then had to call back again and speak to someone and they guaranteed me again after 4pm delivery time. I also asked for the delivery team to call me first thing in the morning to get their guarantee. I never received a phone call in the morning. I however got a phone call at 140 we are at your house. One not after 4, two even earlier then they were told. I stated my time is after 4pm, I was guaranteed by 3 people, 1 at you store and 2 on the phone that you would be there after 4pm. I was told that we could do after 4pm, but the issue is we will already be done with work that day so you will have to reschedule, I said if I have to reschedule you can take it back. I then called the delivery number and requested a refund and to take the treadmill back, I will purchase it from another company. I better get 100% of the price refunded, since I was purposely lied to by Sear personnel, not once, but three times. I know I have stayed away from Sears for many purchases, and gave you the chance for this. I am curious to see what you are going to do for me to save this purchase for a $2000 and many future purchases. I will also make sure I let anyone know of the dissatisfaction I have with your company. | |
| Presha Mustakas | 10/4/11 |
| My rating is not for Sears Corporate but for a lady named Meagan, who works for a Sears Home Store in Georgetown Texas. I could make this a long drawn out writing of the issue that brought me here but the short of it is; I purchased a high ticket item (generator) that is now out of warranty, I never used it. When it was started up, it blew up. Whereas Sears corporate basically said 'too bad, so sad'; Meagan saw this as an opportunity to show how much Sears values it's customers and represented my interests in negotiating with her boss on how to help me. Did I get a new one of equal value for free? No, but she did offer a new generator with lower specs and value (it retails for half of what I paid) for a cheap price. Am I bummed that I have a $1500 paper weight that I never used? Yes indeed. But thanks to Meagan, I at least got some sort of compensation, I feel like my concerns were validated (after all the engine blew narrowly missing my head) and I do appreciate her for that. I will do my shopping at Sears Home Store in Georgetown Texas because of Meagan. You corporate Sears higher-ups should take some notes...just because Legally you don't have to do anything, some situations call for some human compassion to the situation and a realization that yes, this particular product was defective from the start so how can we keep your business? Meagan has renewed my faith in customer service and she is the reason I will still purchase from Sears. | |
| Shalyn | 10/5/11 |
| I received a food processor as a gift; however, I do not need or want it. I called Sears to make sure they carry the model, as I was fairly certain, but not 100% certain, that it had been purchased there. It took THREE people to understand what I was asking. The young man who initially answered the phone argued with me and talked over me the entire time I was speaking. The next young woman also wouldn't understand what I was asking. Finally the "manager" came on. All three told me I couldn't get a refund but I could exchange the item. I understood that but I asked if I could get merchandise credit to shop at another time. All three said "no", I had to pick out something at the same time I exchanged this food processor. I was planning to buy both a vacuum cleaner and a refrigerator within the next six months and thought I could use a merchandise credit toward one of those items. Nope nope nope, I was told. So, guess who just lost several thousand dollars worth of sales? I've noticed Sears customer no-service has been declining in recent years but I hadn't realized it had gotten this bad. Goodness-WAL MART has better service than SEars! | |
| Rodney and Carman Collins | 10/2/11 |
| My husband order a new stove from Sears.com on 9/7/11. Two days later you cancelled the order saying that item was no longer available. So, YOU were cancelling our order, well on the SAME DAY you also took our MONEY OUT OF OUR BANK and still have NOT RETURNED IT!!!!!! I have called several times, emailed, called the Wooster store. We are outraged especially since in the last 2 months we have purchased a frig, freezer, dishwasher and STOVE even though it was NOT the one we wanted! At this point we just want our MONEY BACK!! You owe us $366 and some change!!!!!!!!!!!!!!!!!!!! THIS IS INSANE WAY TO DO BUSINESS I am ready to report you to the BBB! I get the run around everytime I call. Oh one more day, oh what 5 more day! THIS IS NOT ACCEPTABLE!!!!!!!!!!!!!!! We will NEVER RECOMMEND SEARS TO ANYONE EVER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! | |
| Marilyn Robinson | 9/29/11 |
| I made an appointment for a service call on my grill. When the serviceperson came out, he said they do not service my brand grill and the fee for him to come out is 79.99+tax. I can't believe sears has become such a rip off. I told the tech this is a RIP OFF!!! They could have told me over the phone they did not repair my brand grill. Why would you need to come out and tell me that? Just to collect 79.99? I have all my appliances from sears as well as a credit card. I am done with Sears! | |
| Kevin Dougherty | 9/29/11 |
| I worked for Sears for 2 months, and management failed to train me for the position they placed me in. They had all the "Big Wigs" in the store and the management of the store just shoved me aside and then set me up to fial. I did my job the best i could and the asst manager went back and messed everything up so that they could find an excuse to let me go. So sears is the worst place to work. They give you no formal training and set you up to fail !! | |
| fred klein | 9/30/11 |
| SEARS WARRANTYS ARE WORTHLESS (can be used as toilet paper, if you get one) A 6 month old $735. queen, SEARS O PEDIC mattress is breaking down and the sides are bulging out,if you sleep near edge you can roll off (no, I am not a Sumo wrestler) I'm told 20 year warranty does not cover the condition as per warranty dept. Asked for copy of the warranty 5 times, never got one yet. After picture- taking and hoop-jumping for 3 mo, countless phone calls,I'm just ignored and they hope I,ll get tired and go away. My advice call credit card co. if you bought it on card at Sears, they will credit your account and investigate. (not Sears credit card) Also had to fight for 6mos. to get a $75. gift card rebate on it that was due. Caution, submit all rebates yourself, this will ensure YOUR return address is on the form. If they say they didn't receive it, you must resubmit before expiration date or else your SOL | |
| jill wright | 10/1/11 |
| it should be a 0, on your star scale… i have never been so disgusted and irritated with a company as with you. and i will tell everyone i know or come in contact with not to buy anything from your store. no one has attempted to take care of me, so i will spare you the details for court. and the BBB has to be on to you by now, after all the complaints i've read. its a shame that sears name has gone so far in the toilet. your not the company you used to be. i also will never shop at another k-mart. the way you treat people is appalling. any way i'm sure i'll never hear a word from your store…. so see you in court. jill wright orlando, fl. just incase you want to look it up… yea right | |
| Diane Langston | 9/28/11 |
| I have been a Loyal Sears customer since 1987. In that time period I have purchased several Maytag washers and dryers and several ranges and refrigerators. As you can see before reviewing my complaint that I have spent thousands of dollars with this company. On September 28, 2011 I was forced to call the corporate office (a Joke)with attempts to resolve an ongoing issue I have with a flat top range.(Brand Kenmore). Everytime I clean the oven with the self clean feature, the dual ovens stop working and a technician has to come out to replace what the company feels is a non-functional part. WHAT!!!!!! HOW CAN A PART BE CONSIDERED NON-FUNCTIONAL IF ONCE INSTSALLED THE APPLIANCE WORKS!!!!! This is the 2nd time this has happen to me. I called Sears with hopes that they would replace this lemon but met with negative results. instead, they set up an appointment for a technician to come out to my home 10 days later without my knowledge or authorization. When I spoke to an an employee at the solutions division in the corporate office, he felt that the ongoing problem I was having with this range was normal and that each time it occurred a technician was the solution. Oh but don't forget to continue to renew your extended warranty so that you won't incur additional fees. I have always purchased Maytag products because they are reliable. This is the first and last time I will ever purchase a kenmore brand and needless to say I will be closing my account with sears after 24 years of loyal service. A service I cannot receive from this company. Their customer service tactics are in desperate need of revamping. The company conveniently forgot that we the customers keep them in business. I strongly suggest that if you are looking to purchase major appliances, you shop else where and stay away from Kenmore products. Sears does not care about you or your problems. Once you have paid them for your purchase, your problems are yours. If you continue to read the complaints, you will see that I am not the only complainer of Kenmore products or the lack of service the consumers receive. I wonder how often the president of this company reviews this site, and what type of actions if any he has taken behind the scenes to help. SEARS ENGAGES IN FALSE ADVERTISEMENT AND DOES NOT STAND BEHIND THEIR WORD. Sincerely; D. Langston Connecticut | |
| majemian | 9/26/11 |
| I had Sears carpet Cleaning and although I do understand the cleaning service is a Franchise of Sears, I WOULD never recommend them for the cleaning service of anything, Horrible experience and 5 weeks later still trying to get a resolution,numerous phone calls unreturned, transferred to at least 7 associates to leave messages no call back, recieved a claim number from Sedwick insurance but told they really only represent SEARS... I even had to have the carpet replaced becasue of it, half of rooms not cleaned, did not do behind doorways, stairs were one swipe smack down the middle, Horrible,horrible customer service ,,,, | |
| mary carpentr | 9/26/11 |
| i purchased a kenmore top loading washer model 21202010110 in 2-6-ll. on 9-25-the flashing lid locked light came on and the washer will not work. called the repair service(have one year mfg. warranty)it will take 2 weeks for a repair man to come to fix my washer. this is bull. i have bought all my appliances from sears. in the last year a washer,ref.dishwasher. infulenced my friend across tthe street to buy a new ref. but i will probably start to shop somewhere else in the future. i am not happy at all. | |
| concerned customer | 9/25/11 |
| This is a complaint about Sears automotive center at Countryside Mall in Clearwater, Florida. About two weeks ago we had an overheating problem with our car and we took it to Sears auto center at countryside and got it fixed for $290.00. Soon after the problem persisted and we took it back THREE more times and now the problem is still on going. We have come to the conclusion that the mechanic (Ray) who took care of the problem has no idea what he is doing. We will not go back to Sears ever again and we are requesting a FULL REFUND because the work was not done to our satisfaction. I am entering my email in order for someone to contact me about this problem | |
| irritated | 8/8/11 |
| I bought $3,000 worth of new sears appliances. Within one month my microwave quit working and after hours of wasted time on the phone trying to get someone to make it right, I still have no microwave three weeks later. No wonder sears is going bankrupt. I know I'll never do business with sears again! | |
| Darlene Brinkley | 9/22/11 |
| SOOO TIRED of the Kardashians. I won't buy anything they promote or endorse. Who cares what they think? | |
| Steve Bourini | 8/9/11 |
| Very poor very bad experiance , dont ever buy from this company , we bought washer in 2009 from them we pay extra for the warrenty , in one year they came two times cant figure out what is wrong with the washer . after that 3 times visit to the house also they cant find the problem , finaly they missed all the cycles in the washer , nothing working at all . before there was 3 cycles working out of ten but now nothing, they told us it needs about 3-4 business days for us to order the parts for it , and you can go rent awasher and send us the bill . So rude , uncommunicated service . Do they think I paid 2 thousand $$ for awasher and go rent awasher never know who wash in it before us , now we are afamily w/ 4 kids no solution for us , Where is mamnagement to see these comments from people , even they never answer the quarters at all , please hold for ever , | |
| Bob Gibson | 8/9/11 |
| Hello, I purchased a Kenmore Elite refrigerator and freezer 3/22/08. The freezer failed shortly thereafter leaving my family without a freezer for Easter weekend, Sears replaced unit the following week. The freezer has failed again 7/19/11. I called for service, technician visited, ordered parts and stated the office will give me a service date when I contact them upon arrival of parts. I contacted the office and was given a date of 8/9/11, 3 weeks later. 8/9/11; no call, no technician. I called the 1-800-479-5899, spoke with Gil. He informs me they scheduled the service for one man and the type of service requires two men, the next available date is 8/22/11. Now I have five weeks without a freezer in the middle of the summer. I had to take the day off today in order to meet with the technician, no technician and no call. I am a service manager for a national window and door company, I find the total disregard for a customer that spent over $5000.00 with Sears and Kenmore appliances appalling. I don’t think I can recommend Sears/Kenmore to customers that I come in contact with on a daily basis, builders & architects as well. Regards Bob Gibson bkgibson@comcast.net | |
| roye | 8/9/11 |
| Auto store in waldorf maryland a rip off. Do not buy tires from Sabiq price change each month. November 2010 @129, May 2011 $ 132, August $142 for the same tire. Warranties are not honored. Absolute rip off. Corporate Office Camille, hasn't got a clue. Sears is a rip off. | |
| STEVE BOURINI | 8/9/11 |
| EVERYTHING THEY SELL IS TRASH ,THEIR SERVICE IS TRASH ,WE BOUGHT A WASHER AND A DRYER FOR 2700.00 3 WEEKS LATER THE WASHER NEEDED SERVICE TWICE AND NEVER FIXED IT. AGIAN THEY CAME TO REPAIR IT FOR THE 5TH TIME ,AND NOW THE WASHER WILL NOT WORK AT ALL . THEN CALLED THEIR REPAIR NUMBER THEY TOLD ME GO RENT ONE ,FROM ANYWHERE .LOL RENT ONE TOO FUNNY , IF I WAS THE VP OF SEAR IT WOULD BE BETTER TO START ALL OVER AND LET EVEYONE GO HOME AND HIRE A NEW CREW . HOW DO I FEEL? NEVER WILL EVER BUY ANYTHING FROM THEM AND HOPE GOD WILL SHUT THEMN DOWN SOON. | |
| AAA AUTO | 8/9/11 |
| BUYER BEWARE ,TRASH COMPANY AND THEY DONT CARE AT ALLLLLLLLLL DONT BUY ANYTHING FROM THEM, | |
| Jeanette Goulet | 8/12/11 |
| I did an online layaway with K-Mart in June. I made my payments online and on time. The second payment I made through Paypal and it shows that it cleared and went to Sears Holding Corporation. I went in to cancel the layaway and they told me that my layaway had already been cancelled for non payment. Huh?? I made my payments. They can't find any record that I made a 50.00 payment but was happy to take the 19.00 payment and deduct my layaway fees. I have contacted K-Mart, Sears, & Paypal through e-mail, phone, and chat and guess waht no one can help me or locate my payment. I have given them the paypal transaction #, layaway #, and anything else I could think of. Really no one can find that 50.00 that cleared my bank account and paypal account? That seems to be really bad business to me. I will not ever make the mistake of dealing with K-Mart or Sears online ever again. Please beware. | |
| J McCall | 8/12/11 |
| Not happy with Sears in my city. I was all excited to hear that the Kardashians where selling their line at ALL Sears. Well I walked into my Sears and asked when will you get the line. The girl had to tell me that because we are a smaller Sears store we will not get it....... Well this is a bunch of BS...... I am not driving aprx 50 mile to shop at a Sears in Omaha, when I have one in Co. Bluffs...... Come on Sears the little store need help also. Or is this your way of making sure that the store closes. Well guess what I will not travel to shop at the others Sears store either way...... | |
| Linda Snead | 8/12/11 |
| Do not buy any more of SEARS Appliances all 10 brands are made in China. Instead buy Made in GERMANY from an Honest retailer. Sears still can not figure out that its cheating of thier customers over the last 25 years is why no customers want to come back. 100 years of customer loyalty is disregarded and unappreciated by the existing corporate board and it along with KMART will soon fade to non existance. | |
| Weston Doran | 8/13/11 |
| My family has been loyal to Sears for most of 100 years but, no more. 22 aunts and uncles, 73 cousins, many, many grandkids etc. None of them will have anything to do with Sears again. I my self am on a mission to keep reminding them all on how bad Sears has gotten over the last 20+ years. Good bye forever. | |
| Robert D. Stodola | 8/13/11 |
| Ref. to Sears Auto Center, 6645 Sears Roebuck and C. 7801 Rivers Ave. North Charleston, SC 29406 (843) 820 2228 : On August 9, 2011, time in 02:42 PM time out 04:03 PM approx. Ref. no. lN5477503 LPPO#477503; created by 597773 I had gone into the center to get my mud tires reblanced and rotated. However, approx 4:20, I went out to look the wheels over I notice stratches as if the installer had tried to put the lugged nuts on loose and they spun against scaring up my $508.00 wheel. After noticing the damage of one wheel I had one of the service people take a look. I had him rub his finger of the scratches to feel the sharp edges, he just said he couldn't do anything. I said I'd go to Toyota to see if it can be repaired. Approx. 5:10 PM I returned with the above price after being told the damage was too deep. When the so called manager came out he was already pissed off at two blacks rolling his eyes as he walked towards the register. He then looked at me as the service guy told him I had a problem. He came toward me with the look of "whAT now", I showed him my wheel and simply said, "one of your guys hot a bit carried away and spun some of the lugs against my rim. I explained Toyota said it couldn't be repaired so I brought back a invoice to prove the price Sears could order me a new rim. However, all your manager said is the marks and old and have dirt in them. (DUH, your guy rubbed them!) But your Mr. Eric Freeres (name the lady service person gave me) just blew me off. I said I'd ask your corp. office if they feel the same. I have five vehicles in my family and my tires alone ran a good $450.00 EACH. If you have camera's in the gargage and in the show room I gave you the approx. time above check it yourself. I have seen this auto center go down for some time in quality of service. They trashed a wheel sensor for one of my wheels when they installed these Big mud tires (special ordered)on my Toyota Tundra. That cost Sears over $200.00 dollars to repair. Why don't you send a undercover person and check it out cause it seems the technicans in the back run the place. You contact Toyota, 7151 Rivers Ave., North charleston, SC 29406, Invoice No. PQ777, Date 08/09/11, POC David Packeard. I feel Sears needs to get out of the Auto Bussiness or fire everyone there from the managers on down and start over. Your not getting any of my bussiness or my friends at SPACE AND NAVAL WARFARE Center, my Fleet Reserve Post and anyone else I can tell NOT TO SHOP AT SEARS. Robert D. Stodola (843) 224 0160 102 South Norfolk Way Goose Creek, SC 29445 | |
| Elba I. Velez Vazquez | 9/17/11 |
| I'm was claming for information about a cancelation of a lay away. I have been for two times in the Sears Store (one time to inform that a couldn't pay on august 27 for personal reasons that I have explain and the other, to make the payment, but it was canceled. Now I want to now when I'm going to receive my money back because I need it to buy the appliances. I'm very upset about the lack of concern when I have been at the store to solve the situation, they were very poloite when I was buying but not to serve in this time. Good day for all of you. Evvi Puerto Rico | |
| Rob Kitchens | 9/19/11 |
| No stars would apply, but I had no other option. When purchasing a watch, I was asked so many times to sign up for sears credit that the cashier apologized and said it was part of her job to ask, almost beg for credit patronage at the time of purchase. Three weeks after the purchase, the watch started losing time. When I tried to reset the time, the knob broke off with no reisitance. I took it back and was told even though I had all original packaging and my debit card proof of purchase, that they would not refund the watch without the original reciept. After holding for an extensive period of time with Corporate Headquarters was I told to go back to the store to see if they could "retrieve " my purchase. If they cant then Im stuck with this piece of garbage without Sears caring in the slightest way. Welcome to Kmart folks.....these days are sad. | |
| joyce ward | 9/20/11 |
| Purchased a refrigerator on 9-9-11, was delivered 9-16-11, with a dent and the doors opening to the right, instead of the left. Delivery boy, Kevin, very immature, stated that switching the doors is for Service Dept. He called in and set a service date for 9-18, no show, service stated that it would be 9-21 at noon. Service came 9-20 at 2:30pm. Three men and a huge van from Enterprise arrived to tell us that the doors could not be reversed and called into service on the speaker phone. We were told to go back to store and reselect , or call another 800#, speak to 5 people, Spanish speaking and tell them the problem. Six men have dealt with me, 5 have come to my house, all blame the prior dept. I left a message for the store manager to call me. All the wasted gasoline, huge trucks, my leaving my appt. early to meet them and I again, have to unload a refrigerator and have another delivery, or just let the food go bad and not have a unit. | |
| Diane | 9/20/11 |
| Don't ever schedule a service call with Sears. They make you wait all day and never show. they cancel the call after you wait all day for them to come. I will never ever use Sears again. | |
| Eduardo Montros | 9/20/11 |
| Im not going to spend all the time these folks have spent writing. Bottom line Todays SEARS isn't the Sears & Roebuck I grew up with. These guys are fake. Unfortinately people dont see these compliants till its TOO LATE. Im sure no one at (SO CALLED)headquarters reads this. Call ILL. and they transfer you to some mininum wage KNOW NOTHING pretending to be some kind of help.ONE STAR IS TOO MANY!!!!!!!! | |
| Laurie Votrain | 8/15/11 |
| Our complaint involves failure of Sears to live up to its price check guarantee. Thank you for your consideration. On July 8, 2011, we purchased a Kenmore Elite High Efficiency Washer Model 2629002 and a Kenmore Elite with Steam Generator Model 2969272. Our salesman from the Crestwood, Missouri store was Armin Hidic (314-968-7622). At the time of purchasing these items, we were encouraged to review Sears' ads, and if we found these items on sale, to contact Sears for a price reduction. Our washer and dryer were delivered on July 12, 2011. On July 25, 2011, we found that Sears had indeed dropped its advertised price by almost $180. On July 26, 2011, I visited Sears and spoke to the department manager. At first, the manager was willing to pursue the discount. Then a salesman named David got involved and examined the receipt. From across the show room, he began arguing with his boss and giving her reasons why we should not get the price guarantee. First, he insisted that the date was past the 14 day window of opportunity for getting the discount. Then he argued that we received free shipping—a $79 value per unit. And finally he insisted that since we received an additional 5% for re-opening our Sears charge card, we should be satisfied with the deal we received. We find this all rather confusing. As for the 14 days, we received the washer and dryer on July 12 and made our inquiry on the 26th. David claims no—the 14 days begin the moment the deal is signed. When we purchased the items, there was no mention that receiving free shipping or a credit card discount disqualified us. And lastly, why does Sears allow a salesman (not even our salesman) to usurp the authority of his manager—who at this point completely relegated the discussion to him. We have not made purchases from Sears for quite some time, so this experience doesn't exactly boost our confidence in future purchases. Incidentally, we have already paid off the washer and dryer and would be quite content to cut our Sears credit cards in half. Perhaps at the corporate level, your company is more interested in meeting customers' needs and addressing them in a spirit of reasonableness. The whole experience has been disappointing. The atmosphere was one of confrontation, certainly not helpfulness at any level. We are not the enemy here. Thank you for your review of this problem. We look forward to hearing from you before we begin further action. | |
| Tom Krumm | 8/15/11 |
| Dear Director of Marketing, May I recommend you try something new--"DOLLAR HARDWARE STORES". I'm tired of dealing with Lowe's and Home Depot. They are too big to realize customer service is number one. You could offer joint franchises of smaller stores to skilled tradesmen who would focus on serving the customers they know. We need one in Versailles, Indiana. | |
| Kristen fleming | 8/16/11 |
| What is the sense in having a corporate office when the customer service is just as bad as the store! Had new brakes put in my car. After waiting 6.5 hrs, I drove it home and the brakeswere smoking really bad and sticking. Not to mention the horrible shaking my wheels are making. I was told to bring it back the next day to have it fixed right away. When I went back the next day they told me they were really busy with brake jobs and probably couldn't get to it until later that evening that I should have been there first thing in the morning. Well excuse me! I do have a full time job for I had already missed a whole day of work prior to that so I could sit for 6.5 hours while they did my brakes! The man at the counter told me I shouldn't drive my car until they fixed the brakes because the rotors might warp... Yet, when I took it back the second time the other man I spoke to ( David) didn't seem too concerned about my rotors or my safety... He blew me off looked over my shoulder and proceeded to wait on the next person in line! I called corporate about this and they did NOTHING!!!! I would suggest spending your money elsewhere! | |
| Frankegd | 8/16/11 |
| I bought a Craftsman self-propelled mover (#88776) on 04/06/2010 at the Sears store (01211) at the Quail Springs location in Oklahoma City. Mid June the self-propelled function stopped working and I called the 1-800 4 MY HOME number to get it repaired. The warranty speacialist Antony told me that item qualifies for an on-site repair through the extended warranty we also purchased. On July 9th a Sears representative came out to our location and started working on the mower. According to his logs he worked on it from 10:39 to 12:03. He told me that he can't repair it since he doesn't have the correct manuals and part on the truck/van and that I have to turn it into the store, either in Shawnee or Midwest City. After he left the mower did not start at all. On 07/10 we dropped it of at the Heritage Mall location indicating that the self-propelled function did not work and that it won't start. It came back from repair and we picked it up on 07/15. After getting home we found out that it would start but the self-propelled function still didn't work. So we returned it to the store and it was send off for another repair stating again that the self-propelled function did not work. After it came back from the repair facility in Dallas we went to the store just to find out that the lever, that activates and controls the self-propelled option still did not work.. Never the less it was send off again. So far on the last return I tried the lever and it would not move in any way. The store associate Crystal verified this and tried to help us to get the issue resolved. I refused to sign the return receipt since the issue clearly hasn't been resolved. She told me she would have to talk to the store manager to try to get this unit replaced. Useless to say that so far she hasn't gotten anywhere. I was told to call many other 1-800 numbers, one of them being the (Sears?) 'Lemon Line'. An Agent named Karen was by far the most helpful person dealing with this issue. She filed a complaint case for me. Unfortunately she could not authorize a replacement but told me it would be up to Crystal or her manager to do so. I spent many hours on the phone, telling this story to many representatives, only to hear that they don't have all the service records, that one got canceled (even though the mower was shipped to Dallas and was gone for over a week?), that no one has a record of the in home repair and so on. It looks like it is up to the repair technician to determine if this unit can be repaired or need to be replaced. Well, I have print-outs for all repairs, stating that every single time the drive, self-propelled option or whatever it is called was listed to be repaired (plus other issues). Every time this mower returned without being fixed. I also purchased the extended warranty from Sears, which BTW according to some of their representatives has no effect since so far the mower is falling under the two (2) year manufactory warranty. To come to an end, I have given the Sears or Craftsman repair shop quite a few opportunities to repair this mower, I had to deal with many people over the phone to get this replaced. Never the less, it looks to me no one wants to honor the warranty. All they want to do is to repair it over and over. Nobody has the authority to make an executive decision and is willing to replace this unit. I am really not satisfied with this mower and neither the way the repair has been handled. I understand that the manufacturer Craftsman has no control over the Sears repair facility, if it is operated by Sears, but after all it is your product. Where will this unit go after this repair? Another one and then another...? I've been without a mower for almost 2 months now. | |
| Rachel C | 8/16/11 |
| I had visited your store here in Fargo ND on 13th ave, on 8/13/2011 and was going to buy more then just a pair of shoes, when in the restroom I was washing my hands and I look at a sales associate named carol, I said smile it cant be all that bad,, (sales associate) stated I didn't help you so I don't need to smile at you.. I left the woman's restroom and went to get a hold a manager because I didn't appreciate that comment nor was is appropriate to say, even if she was having a bad day. I had ask another associate to get me a supervisor and Alicia (supervisor)said she would handle the situation. Alica was not very helpful she had lied to me stating that the store manager had left on vacation. Although minutes later I heard over the loud intercom that someone had just called for the Store Manager. I have contacted cooperate regarding this situation and I wanted other people to know that, this kind of behavior should not be tolerated at all. | |
| Pierre | 8/17/11 |
| I purchased a water softener with the installation 8 months ago. Long story short the installer damaged my property the installation was performed poorly and Sears has given me the run around for 8 months. I have called and called and all I get is voice mails no resolution. Sears has had me deal with the installers insurance which by the way is a Sears vendor not mine. I paid for a service Sears sent out the installer that Sears uses he damages my property and then I have to submit claims and call for 8 long months and it is still not solved. Blue ribbon has been involved and no resolution yet. | |
| Tracy | 8/17/11 |
| Lots of room for improvement!!!!!! Cancelled service calls, with no reschedule. If you cancel my appointment, tell me the dates of your next available appointment instead of telling me there's a high demand for appointments and I have to wait!! I should be next in your scheduling!! No managers to escalate too, well really no escalation much. Waiting 2 weeks for an appointment just to have a technician show up to order a part and wait two and often 3 more weeks for repair is ridiculous. Waiting over a month for a dryer repair As multiple defective motors arrive? Given 2- 3 weeks for an appointment when freezer motor goes out and so does everything in the freezer? Oh and thats just for tech to come order part and wait two more weeks!!! Got a part sittin here now since the beginning of August ...it's the 17th! I do want to applaud the 1 in 5 calls you make ( even though it may take 30 min to get to them on avg) to Great Employees! God Bless them for courtesy, problem solving and actual customer service you fell good about. Thanks Melanie!!! | |
| Terrell Gaines | 8/17/11 |
| THIS HAS GOT TO BE THE WORST SERVICE I'VE EVER ENCOUNTERED WITH SEARS, I AM NOT GETTING ANY RESOLUTION ON GETTING MY FURNACE REPAIRED, EVERYONE HAVE NO ANSWERS I'M JUST BEING TOLD THAT A PART IS ON BACK ORDER EVERY SINCE JULY 11, AND IT IS NOW AUGUST 17, AND STILL NOTHING, WE ARE IN THE MIDDLE OF THE SUMMER WITH EXCESSIVE HEAT AND I AM CONCERNED ABOUT MY AIR-CONDITONING GETTING FIXED A KENMORE UNIT. I NEVER HEAR FROM SEARS UNLESS I CALL AND CHECK ON THE PART, IT JUST SEEMS LIKE THEY DONT EVEN CARE. I HAVE NOT TAKEN THIS FURTHER YET, BUT I'M SURE IT WILL BE MY NEXT STEP. | |
| Sellena | 8/17/11 |
| Sears, Get your act together especially for people who have interviews. Filled out an app, picked out a time to go in. I got there I knocked on the door, and a new employee who was doing training answered and said he would get someone, and asked who it was with and I said i dont know because there was no name given. The guy who came out asked for my name and he too asked who it was with, and then left. Came back and let me in and i sat down. A lady came in and asked who I was and what I was there for and she too asked who my interview was with and looked up my app and then said, we need to re scheduled, and at that point started to push me out the door before I finally got an answer asking when I would hear something. This is un acceptable, and I can tell you right now, when I get called for this "interview" I will rudely decline as the lady at sears was rude to me. | |
| Nancy Johns | 8/18/11 |
| I would give them NO stars. As I sit here on hold, again. I had a sears stove. Called for repair. The day of the repair I left work early to wait. At the end of the 2 hour period I was called and told they had computer problems and the repair man could not come, the real reason I did not get service was they were over booked. When they did come out to restove would be more than a new stove using reconditioned parts. So I purchased a new stove and frig. They arrived on the due date. The stove fit the frig did not. I had taken the measurements with me as I have a very small kitchen. The salesperson took my measurement and check the measurement on the frig. Well she must not have able to read as the frig did not fit. They had to take it out and I had to go pick out another stove. So back to Sears. Different salesperson. She had the measurements and a tape measure. Well she did a wors job of measuring. This frig was bigger and did not fit. I was tired of going up and downstairs to use the one in my basement. So I said leave the frig and we cut my cupboard. As I have a very, very small kitchen this is a big deal. I have called a number of times. I did get the warranty. Well guess what this frig iced up. So they said they would replace the frig. I can't tell how many calls have been placed on the phone for hours and hours missed from work. They were suppose to deliver a replacement today well they have a record of my call, but they did not process it. So no new frig today!!! After being on the phone another good 45 minutes and transferred to different departments. My replacement will now be delivered on Monday. I hope!! No wonder on the news this morning they said Sears was in trouble, I can believe that and told the last person I spoke with. Even talking to customer resolutions does not help and you still get transferred no one wanting to really take responsbility. This will be my last major purchase from Sears. My washer, dryer, dishwasher and as you have read stove and refig they will be the last major purchase from them. | |
| pay attention! | 8/18/11 |
| Note: This is not to be used to contact Sears Corporate Offices nor is this site affiliated with them in any way. The purpose of this site is supply you with their phone number and address as well as share your thoughts about Sears. Your review will be posted and available for anyone to read so please keep that in mind when posting personal information. Your Name | |
| Galvin Williams | 9/16/11 |
| I've purchase tires for my car on November 2010 from sears auto dept store. When I'm driving I hear a sound like grinding noise. I was told the tires were defective and I need new tires. "WHAT" there nothing we can do. I was so upset I had to starting yelling in order to get a manager involed. The manager decided to give me 50% off on a set of new tires, but I'm just not satisfied. When I purchase the tires I paid top dollar for the tires, the warranty and for the road hazard condition agreement. When the sales person looked at the tires his first respond was your tires are cup from the suspension. So I took my car two a differnt mechanic and he said the suspension was fine. I truly believe I'm getting taken advantage of by Sears and I want someone who's qualillied to help me get a full refund. This is not the way you should treat a customer who has been a card member for over 30 years. Please help! | |
| Sharon Graham | 8/20/11 |
| Wow! After reading all the complaints and seeing all the unhappy customers from Sears I guess my complaint won't make any difference but here goes. If anyone in corporate or their marketing dept. is listening these are 2 of the reasons Sears is in trouble. 1) Since the K-Mart merger or buyout the stores have really gone downhill. You might as well be shopping at K-Mart. The stores are messy, the employees are rude. No one there really cares if you buy anything or come back. My mom and I went into shop, found something we were going to buy and took it up to the register. The woman there didn't acknowledge that we were there and went on with her story about the police showing up at her trailer because her ex husband was drunk etc. well you get the picture. I could not believe what I was hearing and went to a supervisor to complain. She said she was sorry and was surprised as that was one of the better employees. Need I say more? Needless to say we no longer shop at the Santa Rosa Sears store. Now having said that we have made exceptions for appliances because of the Sears service we have gotten in the past which leads me to the second reason Sears is going in the toilet. 2) The repair service is apalling. We have a Kenmore fridge. The ice maker has gone out twice. The ice maker went out 4weeks ago. I called to schedual an appt. and was told it would be 2 weeks before anyone could come out. Unbelievable. I made the appt.and bought ice trays for the interm. My husbands Dr. called and reschedualed his appt. for the same day. I called Sears and explained the situation and they said it would be another 2 weeks. The appt. is coming up this Thurs. In the mean time my husband had to have a knee replacement. I brought him home today and guess what he has to have? ICE. He has to use a machine that uses a lot of ice. I called and told them this was a medical emergency. SO WHAT! Sorry no can do. I asked to speak to a supervisor and guess what? He wouldn't talk to me. "Ron" had other calls and when I said I would wait it didn't matter he wouldn't talk to me. Said to write corporate. My husband and I are in our 60's and have been loyal Sears appliance buyers. Not because the product was any better. Not because the price was any better but because I could rely on my Sears repairman. How sad that the Sears company just doesn't care any more. I will be buying my next fridge at Lowes and I suggest you do the same. Why would you buy anything from Sears in it's current state? | |
| | 8/21/11 |
| it seems that reading all these complaints about the sears delivery department it appears to me that no is satisfied with corporates response. so as i figure out my problem with their delivery in not putting in the oven and taking out the old one for my 89 old aunt is just another list of problems with sears. in these tough economic times and so many unemployed maybe sears should replace their incompetant work force, as other people have said , not shopping at sears is the only option the buyer had a long time ago, but now i can post this online and can put this in my retirement communities newspaper and just maybe , i could influence my neighbors to shop at other retailers before sears. | |
| Tom McCulloch | 8/22/11 |
| Suffice it to say you can add my name to this list of dis-satisfied customers. If you ever wonder why Lowe's, Menard's, Home Depo, and others are out performing Sears, you might start by listening to the attached 30 pages of customers trying to let you know. It's your Sub-standard, rotten customer service! Buy from most any other store: Got a problem? Bring it in, get a new replacement or your money back, no questions asked. Buy from Sears: Oh, we'll have to send it in to see if we can't fix it for you first. Check back in two to three weeks to see what we find out. Oh, you need to use it right away? Sorry, what do you want us to do, replace it? Give you your money back so you can buy a new one? Oh no, we can't do that until we inconvenience you for a couple of weeks to see if we might save a dime!! Good bye to all the brand names exclusively marketed through Sears! Never again! Tom M | |
| don | 8/23/11 |
| i bought a sears craftsman 2011 garden tractor on LAYAWAY 6/23/2011.It was a twelve week plan,payments to be made at a set rate everyother week or sooner as desired. Within 10 days the tractor had been brought into the store.It was assembled and instead of it being put into the warehouse,storage,lockup,what ever until it is paid for (12 weeks),it was put out on the display floor so anyone could sit on it,fool with it play with it etc. I received a call from the store approximately a week after it came in telling me i needed to come pick it up as they had nowhere to put it. I told the caller i did not ask anyone to bring it in the store yet,it wasnt even paid for yet,and that I had no room for it yet,as that was the reason for the 12 week layaway.We left it at that,but ever since that call i have been going to the store and looking at the tractor(has my name on it),it is still out on the floor.I have taken phone camera pictures of it with a ten year old sitting on it,playing with it. There are scratches on the hood and on the frame. Unless the store manager reduces the price of balance by at least 200 dollars when its time to pick it up,i will refuse acceptance for reasons previously stated and order another one.Layaway means layaway out of the view and access of the general public. I had to put a deposit down,so i believe technically,i can consisder it mine,not to mention the payments Ive been making.I will be calling corporateand raising "ell.A new car is a new car,not a demonstrator.A new tractor is a new tractor,not one that sits out on the display floor for two and ahalf to three months for anyone to play with until its your time to pick it up.just sayin". | |
| N Stubenhofer | 8/24/11 |
| I have a Washer that I purchased from a local Sears in Northern Virginia. At the time of purchase, I also bought an extended warranty policy (big mistake!). Sears recently contacted me to encourage me to extend that policy. But before doing so, I decided it was best to have a repair technician come to the house (because the washer makes a loud thumping noise each time it changes cycles while in use). So far, my wife has waited a total of 12 hrs for technicians to show up at our home. They never call...and they never come. Today was another one of those days. After waiting 4 hrs this morning, my wife called the customer service number where she was told that the technician was having to call in to the main office at each one of his stops which was making him run behind. They asked her to remain home for 4 more hours today and he might be able to make it by 4 pm. That WAS the LAST STRAW! We do not know how to reach the regional manager for Sears for Northern Virginia so we are unable to contact him/her. But suffice it to say we will NEVER shop at Sears again! EVER! We would like the opportunity to explain why to this regional manager. Does anyone have any info as to how we might reach this person? We have already decided, however, that Sears doesn't really care about its customers! N. Stubenhofer, Virginia | |
| Jessica Watson | 8/25/11 |
| I bought a Whirlpool washer/dryer at the Sears store in Wysox, PA in July of 2010. I was convienced by the owner of the store to buy the warrenty with it. Well this is where is all goes bad. I call in June of 2011 to schedule my 1 year service of my washer/dryer. The service was scheduled for July 15. I was told her would be there between 8-5. I called the repair department that morning to ask for a specific time for the service and they said the serviceman would call and let me know. I waited all day and finally at 4 he calls and said he would be out in an hour. He showed-up a couple minuted before 5. After serviceing the washer and dryer he stated my washer had a leak. He ordered a new part and said he would be back out the following Friday July 22 which he cancelled. Since this time he has cancelled or not shown-up 3 more times. My husband and I have lost 5 days of work waiting for your serviceman. I am asking that Corporate Office do something about the poor serivce that I have recieved. This is unexceptable and costumer service. Thank you, Jessica L. Watson 2187 Basket Street Columbia Cross Roads, PA 16914 | |
| Don Buck, Lompoc, CA woundedduck1@msn.com | 8/26/11 |
| 4 complaints; 1) called on Monday, 8/29/11 for service on our clothes washer, told that our service would be scheduled for 4 days later, that the local Sears store in Lompoc was a sales store only, non-service. The service was scheduled between 0800-1200 hrs., the technician did not arrive until closer to 1300 hrs. The problem with the washer could not be completed due to a product design issue, non-resolveable.I sat in my home for 5-hours to have him tell me what I already knew, but hoped differently 2) your 1.800 service voice mail system is THE worst ever, pull it out and install direct numbers listed in all telephone internet, and paper directories. The menu to reach a 'live body' is nearly impossible, and I'm in the comm business (Lockheed Martin Launch Operations, VAFB, CA - Octel voice mail, desktop phone, data, pager/cell phone, etc.) so I know what I'm talking about. 3) Tried dialing the locally listed store phone number, reached yet another voice mail that, once again, took me to a Customer Care Center (CCC). After they answered following a 14 minute constant 'generic' music playing and an 'your call will be...' msg, I finally was connected to the Customer Care center that finally gave me both the local store 'secret' access code, and a direct number to the CCC. 4) I asked that an executive call me to discuss these issues, I was told that they would call me, and no one has, and I truly don't expect they will. Sears DOES NOT CARE about it's customers of long standing (I have purchased numerous appliances from Sears over a period that exceeds 40 years) To say the least...I will NEVER purchase any appliance, service, construction (windows/roofing, etc.) EVER from any Sears retailer. You have a VERY unhappy ex-customer. And I will personally discourage others from making appliance purchases from Sears. One last thing...for all my inconvience and frustration, I am soon to be the proud recipient of a $25 coupon that I must use in a Sears store..Whoopee!!! Other than that, I guess I have nothing more to tell you, and I hope this stays on the site where others can read my complaints, they may have similar experiences. If enough people complain about Sears service and 1.800 voice mail, I doubt it will make any difference - just 'dial 1 for Mexican'. | |
| Ruthie Duff | 8/26/11 |
| I am so upset with Sears at this time. I order a sterling Siver 1/2 carrot diamond bridal set for my 25th wedding anniversary. Shelly, the sales clerk was nice and very helpful. She was leaving Sears and told be to check back with the store to verify the order was sent. It was a special order so it would take four to six weeks. I checked a few days later and was met by a rude store clerk (Takisha). Takisha went off in a rage regarding Shelly directive for us to check with the store to verify delivery date. My husband and I stood there and listen as she had a personal conversation with no one. We left in fear that her behavior would get worst. I waited a couple of weeks and check again. I was met with the same behavior and was told not to call anymore and someone would call me when the rings arrived. I waited 8 weeks no one called. I called and Sears could not find my order. They tried to pass off the store display rings as my rings but both were a different size. I waited 8 more weeks and no phone call. I call today and inquired about the rings. Again I was met by store employees that lack the customer service qualities that sears are known for. I waited 13 minutes and 4 seconds just to be told the rings are in. I asked how long had they been there and the clerk said "I don't know". Wrong answer. I lost my cool. I talked to Kray the manager and he gave me some song and dance routine about the rings being locked in a vault. I called Sears Corp. office left a complaint in the mean time Sanday Venture called from Sears and told me the rings are in but they were sized to big (10) OMG. I am lost for words. It would not be so bad had I not worked for Sears in the 1980's and was taught the proper method of quality customer service. I will never grace the doors of K-Mart or Sears again. I am now going to send this complaint to the local newpaper in Birmingham Alabama and place this on my facebook page. I have proof of all these allegations and in my OPINION I will never make another purchase from Sears and I high recommend that anyone who whats to receive excellent customer service go to Pennys, Macy's, Saks, Lord and Taylor, any where but Sears. I am now going to get my money or I may just wait and file a law suit. | |
| Ruthie Duff | 8/26/11 |
| I am so upset with Sears at this time. I order a sterling Silver 1/2 carat diamond bridal set for my 25th wedding anniversary. Shelly, the sales clerk was nice and very helpful. She was leaving Sears and told me to check back with the store to verify the order was sent. It was a special order so it would take four to six weeks. I checked a few days later and was met by a rude store clerk (Takisha). Takisha went off in a rage regarding Shelly directive for us to check with the store to verify delivery date. My husband and I stood there and listen as she had a personal conversation with no one. We left in fear that her behavior would get worst. I waited a couple of weeks and check again. I was met with the same behavior and was told not to call anymore and someone would call me when the rings arrived. I waited 8 weeks no one called. I called and Sears could not find my order. They tried to pass off the store display rings as my rings but both were a different size. I waited 8 more weeks and no phone call. I call today and inquired about the rings. Again I was met by store employees that lack the customer service qualities that sears are known for. I waited 13 minutes and 4 seconds just to be told the rings are in. I asked how long had they been there and the clerk said "I don't know". Wrong answer. I lost my cool. I talked to Kray the manager and he gave me some song and dance routine about the rings being locked in a vault. I called Sears Corp. office left a complaint in the meantime Sandy Venture called from Sears and told me the rings are in but they were sized to big (10) OMG. I am lost for words. It would not be so bad had I not worked for Sears in the 1980's and was taught the proper method of quality customer service. I will never grace the doors of K-Mart or Sears again. I am now going to send this complaint to the local newspaper in Birmingham Alabama and place this on my facebook page. I have proof of all these allegations and in my OPINION I will never make another purchase from Sears and I high recommend that anyone who what’s to receive excellent customer service go to Penny’s, Macy's, Saks, Lord and Taylor, anywhere but Sears. I am now going to get my money or I may just wait and file a law suit. | |
| Dawn Aneweer | 8/29/11 |
| New riding Mower: Called 2 weeks before 4th of July...mower had been used maybe 4 times total since buying, BEFORE IT STARTED ON FIRE! ... They couldnt schedule repair until the 11th of July and never showed that day(they had 2 numbers to call). Then; they couldnt schedule repair until July 25th and the repair guy suposedly went home sick before coming to to fix(I had to call them twice to find this out). My mother is elderly and I come from out of town to check on her and mow ofcourse : she has three acres and you can imagine what we pay to have it mowed for us. REMEMBER; I CALLED AT THE END OF JUNE AND OUR FIRST REPAIR WAS AUGUST 9th=That so-called repair lasted half way around the property before the mower quit&smoked more THE SECOND REPAIR couldn't be scheduled until August 25th AND THAT SO-CALLED REPAIR lasted only half way around the "front" yard of the property before quiting. HMMMMMMM..........THE SUMMER IS ALMOST OVER!!!!!!!!!!!!!!!!! AND I HAVE HAD NO MOWER! After speaking with several employees of Sears throughout this time and connecting with Corporate today; it appears they are not willing to admit that THEY SOLD AN ELDERLY WOMAN A LEMON or help her in any way. THE NEXT REPAIR...scheduled now for SEPTEMBER 12th.....maybe I can get a fifth mow out of it before the snow flies!!!!!!! IM NOT GIVING UP & SOMEBODY AT SEARS IS GOING TO MAKE THIS RIGHT WE NEED TO MAKE THEM CARE just look at these reviews.....THIS IS UNACCEPTABLE | |
| Breana | 8/29/11 |
| I bought a Fridgarie washer and dryer in November 2010. I have had NOTHING but problems with it. In the past 9 months i have to have a repair man to my home 6-7 times. Within a WEEK, of him being there, something else will go wrong. I paid BIG bucks for this washer and dryer and there is NO reason why within the 9 months i shoud have to have someone come out and that many times. I would like to have it replaced but even better i would LOVE to get my money back so i can get something different. I would NOT recommend this brand to ANYONE. nor sears. Sorry to be a complainer but SERIOUSLY. this is BEYOND rediculous! | |
| R. K. - Rochester | 8/30/11 |
| I recently applied for a job with Sears at their Irondequoit,New York location. After 3 interviews a job offer was extended to me. I was then sent for a pre-employment drug test which I passed. However when I called to find out when I would start I was told that the job offer was being retracted due to a criminal background check. On the application the question about criminal background states "Have you been convicted of a crime WITH IN THE PAST 7 YEARS", to which I answered no. However because of a conviction that happened over 7 years ago I was refused employment. This is a direct violation of the Equal Opportunity Employer Act, and clear discrimination. At no time did I try to cover up any conviction and according to the wording of your application I did not have to disclose any information that was over 7 years old. I have contacted an attorney and am filing a discrimination suit against this company. You violate your own policies and I'm supposed to rollover and accept it I think not, see you in court. | |
| KK | 8/30/11 |
| SEARS DOES NOT CARE FOR CUSTOMER SERVICE. THEIR SERVICE CONTRACT SUCKS. THEIR TECHS HAVE NO KNOWLEGE AND THEIR SERVICE PEOPLE ARE VERY RUDE DONT CARE FOR YOUR BUSSINESS. | |
| Jessie Matthew | 9/1/11 |
| This people are cheats. Never use them or buy their appliance. Took them close to a month to fix a washer after many phone calls and complaints to consumer protection agency... | |
| Tony B Vero Beach | 9/1/11 |
| Just trying to get someone to answer the mattress support phone line and have been on hole for 1 hour and 10 minutes so far.. The first time I was holding for 20 minutes, I hung up, called up and told the girl how long I was on hold and she apologized, and "of course" she said there were many calls coming in! You know that's a lie. It is a standard line that call centers say. It is now 4:55pm, and I am sure they close at 5pm. This is unforgivable service and must be dealt with. | |
| LUPE MEJIA | 9/1/11 |
| ON 8-31-11 I WHENT TO SEARS TO PURCHASE A DRYER WHIRLPOOL MODEL WED5600XW REG. PRICE IS 699.99 SALE PRICE 539.10 I SPOKE TO SALESPERSON IN SEARS AT WESTOAK MALL. SHE TOLD ME THAT THE SALE PRICE WAS 649.99 I HAD THE PAPER IN BLACK AND WHITE SHOWED IT WAS 539.10. I TOLD HER TO CALL THE MANAGER MR.LOUIS SAID HE COULD'NT LET ME HAVE IT FOR THAT PRICEN HE CAN ONLY GIVE ME 10PERCENT OFF. I SAW THE SALE 8-29-11 IT DIDN'T HAVE EXPERATION DATE. I WHEN'T TO BEST BUY IN SUGERLAND,TX. I SHOW THEM THE PAPER FROM SEARS THEY SAID THEY WILL MATCH IT THERE DRYER WAS SALE FOR 594.99 AND THEY LET ME HAVE IT FOR 539.10 THAT TO SHOW YOU WHO IS A BETTER STORE ( BEST BUY)SEARS HAS VERY POOR MANAGMENT AND THEY DO NOT STAND BEHIDE THERE ADVERTISMENT. | |
| Unhappy Customer | 9/10/11 |
| I purchased items online thorugh Sears. The total was incorrect as well as the shipping address. When I called customer service to resolve the issue they said they had no way to cancel the order or to change the shipping address and said that I would need to return the package at the store in order to correct the total error. Um, how would I be able to return the package and adjust the price when it's going to the wrong address? I'll never purchase from them again! | |
| Ismael Facio, Alameda, California | 9/11/11 |
| If I could, Sears would get zero stars. I am having the worst experience with them right now. I purchased a washer and dryer on Labor Day. When they were delivered on Thursday, I was told by the driver that they could not connect my dry because I did not have the proper outlet required. I had an electrician come in and replace the outlet. On Friday, I called the 800 number to schedule a new time for the delivery people to come back out to my home and do all the necessary hookups. I was given an appointment for today, Sunday September 11, 2011. I was told that I would get a call on Saturday evening between 6-9 PM letting me know when the time to expect the delivery men on Sunday. After waiting all evening on Saturday and never getting a call, I called Sears. I was then told that my appointment was scheduled for sometime between 1 and 3 PM on Sunday. I spent all day Sunday waiting for the delivery men to show up. They never showed up and I never got a call. I then called Sears again and was told that the they could not find my appointment order. That it had never been completely finalized. I then told them that I was not happy with the service I was getting from Sears and that I expected someone out to my home first thing Monday morning. I was assured that I would be given an appointment for first thing in the morning. I just received a call from Sears telling me that someone would be out sometime between 1 and 3 PM tomorrow. After going back and forth with the person from Sears in Benicia, I was told that they were not responsible for making the schedule, that this came from Sacramento. When I asked him for the phone number to Sacramento, he refused. He was also not very willing to give me his name and finally would only give me his first name. So now as it stands I will have to sit around all day on Monday waiting for someone to show up. Once this whole situation is done, I guarantee you, I will never ever again by another appliance from Sears. This Sears customer of forty four years is done with Sears. | |
| J. McDaniel | 9/12/11 |
| We bought a replacement circuit board for our dryer and when we received the replacement part, the box was COMPLETELY EMPLTY. Some bozo at their shipping center decided to waste time, money and everyones effort to tape, place stickers and ship an empty box. Very dissapointed, J. McDaniel California | |
| J. McDaniel | 9/12/11 |
| We bought a replacement circuit board for our dryer and when we received the replacement part, the box was COMPLETELY EMPTY. Some bozo at their shipping center decided to waste time, money and everyones effort to tape, place stickers and ship an empty box. Very dissapointed, J. McDaniel California | |
| D. Rowe | 9/12/11 |
| I just got off the phone with "Shaun" from corporate regarding an exchange issue on a $100 ihome speaker for my ipod. I purchased it in March and this weekend it just up and quit working. It shows it has a full charge and yet will not power on. It won't even decharge. I was told by the store rep that I was just "stuck with a $100 product from their store because they couldn't do anything about it." I said all I want to do is exchange it for the same thing. This one has a defect. I was told no. I have my receipt, the box, the packaging and everything. Heck the wall charger won't even stay in the wall. Shaun from corporate told me the same thing. There was nothing they can do....Now, coming from management in retail businesses, I know the "in's" and "outs" of customer satisfaction and the return credits the stores get for returning merchandise to the vendor for defects. They refuse to satisfy a customer even though they will get credit for a defective product from the manufacturer. I gave Shaun a nice earfull and expressed my distaste for the sears corporation and will no longer shop there. I have also told all my friends on facebook not to shop there either as their customer service has gone downhill as this is not the first time I have encountered defective merchandise from the sears corporation. Now I have to go spend another $100 for a new ihome speaker and have a useless one that I can't do anything with. Sears customer service sucks and their product sucks just about as much!! | |
| Joni Smith | 9/12/11 |
| We bought a small chest type freezer at Sears on May 7, 2011. Did not purchase the extended warranty as the freezer was only 107.00. It was a Kenmore freezer. 4 months to the day, the freezer stops working and we lost 50 pounds of beef plus many other frozen food items. The freezer just shut off....we turned it off, unplugged it and let it sit for about an hour and then plugged it in and it started working again...Let it run for a week and it ran fine so we put more meat in it and I checked it multiple times throughout the days until today when I got up, I forgot to check it and went to get a package of hamburger meat out of it and it had obviously quit working during the night sometime.....Lost approximately 15 pounds of meat. I called Sears store and was directed to manager, which went right to voicemail. I then called Sears corporate offices and they said they would send a repairman out as it had been more than 90 days since we had purchased it. This did not satisfy me, so I drove to the Sears store at Victoria Mall in Victoria, Texas and spoke to a young salesman who said there was nothing they could do about it since it had been more than 90 days. I asked to talk to the manager and was informed that she was in a meeting. I told this young man I was giving him 2 choices: 1. Replace the freezer with a new one or 2. Replace all the meat I had lost. I also informed him that I WAS NOT LEAVING UNTIL I HAD SPOKEN WITH A MANAGER. After several phone calls, he said he was going to the office to try and talk to the manager. I reiterated what I had told him his options were and to be sure and relay those to the manager. About 20 minutes later the young man returns and wanted to know if I had the freezer with me? Really? Like I carry my freezer around with me all the time? I said no, I did not. He said they would replace the freezer if I could bring it in....so...problem solved.....but regardless....WILL NOT PURCHASE ANOTHER THING FROM SEARS in the future. HORRIBLE CUSTOMER SERVICE! | |
| Liz Campbell | 9/12/11 |
| I bought a Sears Kenmore dishwasher in June 2008 that needed repeated repairs to the control panel (the buttons you touch to start the dishwasher). In June of 2010 we gave up and bought a new Kenmore dishwasher. Now just over a year later, the same problem is happening. I asked for Sears to fix it as a warranty repair, but they refused as we are just over the one-year warranty window. This is an obvious defect in these dishwashers and they should acknowledge this and fix as if a warranty repair. | |
| Celestial Sojourner | 9/14/11 |
| Sears service is horrible. Sears.com sells you dishwashers but doesn't deliver them, then it takes lots of effort and almost forever to get your money back. After you become disillusioned with Sears.com and go to the brick and mortar Sears store, you can buy the dishwasher again, and they will actually give it to you, but they won't deliver it or install it unless you happen to live practically next door to the store. Meanwhile they make a good Kenmore dishwasher, if you ever actually get to bring it home, it actually cleans dishes. But the Sears service is so bad, it may not be worth it. | |
| Howie | 9/6/11 |
| Quite simply, Sears SUCKS. I just purchased a GE side by side w/ice maker. It was delivered on 8/31 and I saw it advertised AT SEARS for $65 less on 9/5. They consider the purchase date of 8/13 for credit not the delivery date. They also start the 90 day return policy and warranty on the purchase date. I'm glad I found that out because now I'm returning it! It seems to me that any reputable company should start things on the day it's delivered SEARS. See Ya! I'll also being talking you down to others..... | |
| Howie | 9/6/11 |
| I forgot to add BUY LOCAL MOM & POP, HOME DEPOT, LOWES...etc. Anyone BUT SEARS!!! M Howard Billerica, MA | |
| betty whitman | 9/6/11 |
| Sadly, after 20 years will no longer support Sears since they are promoting the Kardashian Kollection. These trashy young women are not good role models for young girls. Kim is a porn star. This is appalling to me that Sear would even consider affiliating with these people. | |
| Bill B. | 9/6/11 |
| I'd like to first say that my Mom, Dad, entire family and I have shoped at Sears for decades. This, with a little help from me, will probably come to a screaching hault after I share this story. We are a family of five. We wash at least two loads of clothes daily. Our Kenmore "Elite" washer decided to quit after a measly 1 1/2 years of service. I stupidly aggreed to the 3 year "master" protection plan. I called Sears , and the quickest they can come is 10 days...are you kidding. They offered to pay up to $25/ week to pay to have our laundry done or rent one. Oh, all rental stores have a minimun of 1 month...DUHHH. this isn't "master" service. Another thing... since we're at 9%+ unemployment in America, thanks to Barrack, why does Sears use foreigners to handle calls. They can't understand you, so how are they going to help? I'm fed up and will never use Sears again if I can help it. Thanks, Unhappy VFW | |
| kerri checa | 9/7/11 |
| I was kept online for 3 hours by the personal shopper feature trying to price match two appliances, he promised me a discounted maintence plan, free delivery and free installation of the 2 appliances. After finishing and paying with my sears charge i was relieved, the next day i recieved an email with totally different numbers than what was discussed in the previous 3 hour online ordeal, when i called i was told "sorry" we dont do free installation and that they wouldnt honor the 3 hour personal shopper conversation i had even though i emailed it to the supervisor i spoke with that offered me "FREE" installation, delivery and a discounted maintence plan, i was basically told i got screwed take it or leave it. Very disatisfied long time Sears customer | |
| Latricia Blades | 9/7/11 |
| I purchased a Kenmore Freezer from Sears in Atlanta on May 23, 2011 and it broke on Sept 7, 2011. I was told by the repair dept that I would have to wait until Sept 15 to get it fix and if my food were to spoil to take a picture of the bad food and maybe I could file a claim. They were not able to get me a earlier repair appt and when I asked for my money back because I didn't want any appliance that would break down in less than 4 months I was told I could. I have purchase appliances (refrigerator, stove, washer and dryer) which I have had for 10 yrs from Lowes, Home Depot, and the Military Exchange and haven't had any problems with anyone of them. I will really want my money back and I know for sure that I will never purchase anything from Sears especially appliances.. | |
| JD | 9/8/11 |
| WARNING TO SEARS CUSTOMERS: Sears so-called "Executive Office" is NOT the real executive office -- it's actually an escalated customer service team created to PREVENT customers from actually reaching the REAL Sears Executive Office. This "fake" executive office also provides the WORST customer service I've ever seen in 20 years as a consumer. If you care about value and good customer service, AVOID shopping at Sears at all costs! They make customers' lives miserable -- as you can see from all the negative comments above! | |
| Tom Cushing | 9/9/11 |
| I purchased a wonderful pare of shoes (Wonderlite loafers)from Sears in Merrillville, Indiana some years ago and I have worn them and enjoyed them tremendously. They are idea for wearing with the American Legion Honor Guard and for service with Bugles Across America which I participate in a regular basis. They are smooth black leather and take a spit shine beautifully. I would purchase several pairs if only they were still available. Why were they discontinued? Why did someone think dimpling the leather would make them better? How can I get someone to listen and reinstate the shoes back into production? | |
| Gail Hostetter Nelson | 9/10/11 |
| I called to order an air conditioner for my tenant. They have a small dog and their apartment can get very hot when they are at work so they needed a replacement when theirs died. I called and ordered on line through the Sears chat center and was reassured that the model I wanted was at the Ala Moana Store. I asked to reconfirm this and they again assured me this model was there. I paid for the air conditioner. I received an email confirmation from them this morning. Then later today I got a call, the day after I was assured I could pick up the model and after I had the email confirmation, in which I was told that it was not in stock. I called and was told there was nothing they could do. I pressed and they said there was a model at the Sears Distribution Center but that it would take 3 days to get it to Ala Moana. Since it was their error I asked if they would deliver, "NO". I then was told I had to have the person who was going to help me ( I am over 70) pick it up at the distribution center go to the Ala Moana store first and then go out to the distribution center. They would not e-mail me the paper work to make it a shorter trip, they would not offer to help in any way, they could not resource themselves to fax or email the release to the distribution center. If I did not have tenants in need, and an extremely busy schedule I would cancel the order and get the air conditioner at another store who values my business. Sears does not. By the list of others who have complaints they have a number of people who will decide to take their business to other stores. Sears in Hawaii 10-15 years ago had the Aloha Spirit and was very concientious about service to their customers which is why I had decided to buy the air conditioner from them. Sears as a corporation has lost that intention. How sad! | |
| E.L. Young | 8/25/11 |
| My Under warranty Heat and Air Pump has been out since May 2, 2011. Service men come and put gas in it and it last for about 2 weeks. When the third service man came. My son who lives in Memphis, TN an insurance agent tells me to tell him to check the coils for holes. Service man did and that was the problem. It took 7 weeks to get the coil shipped to my house. Trying to get an appointment set up to get gas in it was nest to impossible. 7 day waitin period each time I called. A service man had ask me to call him when the coil came in. In the mean time the compressor goes out. I am setting off and on in this heat. I am diabetic, high blood pressure, and other health problems. I ask for unit to be replaced. No way. Trying to get help I talked to a field manager in Fl. and Mike in Houston. He was going to handle it. That was a joke. When coils came in I call the number that was left for me to call. 1-888-236-1885. I talked to Kathrine who tells me I have an appointment on 8/24/11 between 8 & 5. I told her that the service man said he would be here on 8/20/11 if the coil came in and it had. I just needed to get him the message.The long conversation boiled to she couldn't give him the message. She transferred me to Judy who said she couldn't help me. and transferred me to 439-4663 and Hillary. Same number. Conversation basically the same. Hillary doesn't know who her supervisor or upper management is. She advised me to move the wooden create setting on my front porch to a more secure location. We had words about that and I told he she could come move it. She said she didn't live in N.C. To sum it up this lack of communacation between Sears customer service and service men is the right hand soesn't know what the left hand is doing. The service men have been great. It is the customer service and field managers who do not know there jobs. In all fairness to the Fayetteville field manager he was on a leave of absence during this period. On 8/24/11 2 service men all the way from Atlanta, Ga came to repair my unit. Sears you need to retrain your cusomer service and teach them who is the persons in the chain of command. And you need to train your field supervisors how to dispatach service men. One of the men that came here was as I said from Atlanta, he was in Raleigh when he called me, he was calling to see if the coil had came in( he never got my message) he had to go to Greensboro to pick up the compressor and then drive to my home in a different town. His driving time is 3 hrs. Plus 5 1/2 hrs from Atlanta. Hello. Do you get this message. I am a retired dispatcher from the transportation industry. You do not treat customers the way you customer service talked to me and treated me. Unless of course you don't want your customers. | |
| Kenya Borden | 8/25/11 |
| I recently called Sears to inquire about a lamp for my 73 inch TV they had one and of course I thought the price was do-able so I was starting the process of ordering th lamp and then my husband called on the other phone and said not to order it because mitsubishi has it for 99 dollars and for 22 more dollars we can have it in 2 days opposed to sears being 144 for the part and 22 dollars for shipping but you still have to wait a week to get it or pay 40 dollars and still wait 3 days. So I told the agent to cancle the order and the reason for it. She said ok and before I hung up with her I made sure that she would not run my credit card.She said it would not be ran. So I called mitsubishi a few min later and ordered the part. Low and behold guess WHAT. Sears ran my card and the funds were not available but NO ONE from Sears bothered to call me and tell me ANYTHING I had to just assume this was the case since the amount missing from my account was the same as the item Sears was trying to get from me. So now I can't order the part I need until the monies are released back to my account. This is about to really make my blood boil how Sears does not educate their agents on the process of payments and so forth. All the agent had to do was tell me oppps we got this far and the money will not be back into your account for 1-3 days. This is crap and seems to me life someone is getting away with stealing and miss leading customers. My bank is hearing from me as well you can bet that. This is my money and it should be available to me at ALL TIMES. I will NOT use Sears ever again for anything because they have no excuse other than oppps sorry through and e-mail. | |
| Britany McDonald | 8/25/11 |
| I ordered a side by side, white refrigerator THREE weeks ago, and it was set to be delivered Tuesday, August 23. When my refrigerator was delivered, not only was it out of the box, it was black and the floor model. I waited THREE weeks for the black floor model. I was told to bring my receipt back up to the store, and I could reorder the correct one. I did this the same day, and the manager gave me credit for the wrong refrigerator minus the delivery fee which locked up my credit card where I could not reorder. I went back the next two days (August 24 and 25) to try again to only have my card rejected and to be told there was nothing they could do. The manager promised me that if I ordered my refrigerator by tomorrow (August 25) that it would be on the truck Saturday and he would deliver it Tuesday, August 30. I went back to the store on Thursday, August 25, and my card was finally accepted. However, AFTER the manager rang up my order, he then proceeds to tell me that my refrigerator would NOT be on the Saturday truck and it would be September 3 before it came in and they wouldn't deliver it until September 8. I feel so lied too, and I was not given any kind of discount or any kind of anything for all my time and trouble. I am NOT a happy customer!!! | |
| Raymond L. Armel | 8/26/11 |
| November Purchased Sony TV at local hometown sears outlet store in Decorah, Iowa. Sony Bravia model # Gene Ude is the owner/manager and is very helpful and is a good representative for Sears. July 28th TV goes completely dead, no audio or video. I called sears repair and had service date set-up for August 9. I asked if I could simply take the tv back and get a new one and was told no. August 4th Part was received and I called Sears for notification and the August 9 date was still in place. August 8th Sears called and stated that a second part that had been ordered and is on backorder and would not be shipped until August 11th I called customer solutions and was told that they would contact the manufacturer to see if the part could be shipped sooner or if a replacement tv could be provided. I was given case #3726693. I was told by Andrea that a response would be within 24 - 48 hours. August 10th I called customer solutions and talked to Marlene. I was then told that the part on backorder would not be shipped until August 15th. I was also told that a replacement tv could not be provided unless a part was backordered for more than 30 days. I requested to speak to a manager who then told me that they could not and would not provide a replacement tv unless the 30 days had expired. We have expended the money for the purchase and extended service contract that took us a year to save up for. We have been told that Sears would provide a rental reimbursement. However we would first have to expend our time and money. We do not have rental services available in our area. To acquire a rental would require travel and time expense in addition to the rental expense. Two weeks go by with no correspondence from sears of sony!!!!!!!! August 26th Received phone call from Lynn, a "Sony" representative located in the Phillipines. Lynn stated that they would replace the tv and that the shipping would take up to three weeks. I requested a 24 hour shipping as this has now been a month. This was refused. I requested to talk to the supervisor of customer relations. I was told that these phone calls could not be directed to a supervisor and that the representatives have control over all decision making processes. I was given a case #e51585077 and a phone #239-768-7646. Contacted Sears customer service home office in Texas. Talked to Arlene with customer solutions who was then going to take to their technicians and I was placed on hold. I was told that only Sony could authorize replacement of the tv and that the replacement tv would have to come from sony. What is wrong with this picture? Since when is the customer not right? Since when is it not a retailers desire to make things right with the customer? Why shouldn't Sears bring a rental tv to our house and set it up at their expense when we have already made the prior expense of acquisition? Why not just replace the tv and be done!! Much easier and customer satisfied!! And let Sears deal with Sony!! When I buy from a retailer, I expect the retailer to stand behind the product and take care of the customer directly, not pass this off to the manufacturer. That, in my opinion, is a vital function of the retail/customer relationship! That is why Sears has fallen in their customer relations/satisfaction rating! | |
| Rose Taber | 7/5/11 |
| I had a problem with a Sears washer--Long story I will not bore you. I was stupid in thinking I was dealing with the Sears I grew up with(the one that stood behind it's products) and we all trusted. It took me many hours on the phone going from one associate to another with nothing being accomplished. Except the " I am so sorry" or "I understand" repeated so many times!!! I feel for the people on the front lines--it is a job. The only way we can get some satisfaction is to find a more locally controlled store in which to spend our hard earned monies. And yes I realize the little guy at Sears is the one to pay by losing jobs as less and less people shop at Sears. I truly am sorry for that. | |
| Barbara C. Ward | 7/5/11 |
| I am greatly saddened at the recent (non) service provided by Sears. I am a senior citizen and I find what happened to me to be totally unprofessional and beyond excuse. My A/C unit failed and I called the warranty line for assistance. The service tech walked me through several steps and stated that a repairman would be scheduled the same afternoon between 1 pm - 5 pm. As 4 p.m. approached and there was no serviceman in sight I called and was told that my service appointment had been changed from the 5th of July until the 7th of July. Unbelievable, no one had called regarding the rescheduling. I had taken off from work, stayed close to the phone not wanting to miss Sears' notice as to when the serviceman was enroute. I was told that it was too late for a serviceman to come and there were no techs in my area to send. This is pathetic, shabby care of a very long time faithful buyer of Sears products. What is going on!!!!! I never thought I would see the day that Sears slipped so low. | |
| Kathleen Comeau | 7/6/11 |
| I called Sears to inquire about a Service Repair. After talking to 3 customer service reps, and each one taking down the same information and then transferring me to another rep, the last rep lost the connection. That was about 30 minutes of my time wasted while I was trying to find someone to make a service call on my washing machine that was not working. I did not call back and suffice to say, I will not call Sears again for repair and I will not purchase a washing machine or any other appliance from them. I heard a 'rumor' that Sears is struggling to stay in business. Now I can understand why. | |
| Shafiq u Khan | 7/6/11 |
| Recently I bought a snow blower on-line and they sent me an Email that it was ready to be picked up at the Woodbridge NJ store. I called to confirm that the store had it and I then had to drive from Somerset NJ, approximately 30 to 35 miles, in this hot weather which was very bad for my health as I am 67 years old and diabetic. I also have other health issues and am dealing with kidney stone problems. This is why I wanted to confirm that they had the items which I had to go to pick up. When I got there and showed them the Email they checked and came back to say that they don’t have it I told them I called before at the phone number provided in the Email and they told me we did not get it yet.. The person I talked to said they don’t know anything and what the hell they are talking about they don’t work here. He told me to come back some other day .I complained to Mr Imran jumma who is responsible for this misguided Email about my hard ship and physical abuse that I went through . I demanded to this gentleman, Imran Jumma, for some compensation for my time extra gas expense.and physical torture since I had to go twice to Sears in this hot temperature which was very painful and very bad for my health He send me a reply very easily O we are very sorry for your hard ship we valued our customer's we inform the store to correct the situation. but we cannot allow any compensation. . I ask is this fair with me? I replied to his reply of denial of compensation and ask his final answer. He never got back to me. Now I’d like to see if there is anyone else at sears who gives a damn about their loyal customers or they all are the same like Mr. Imran Jumma. I will wait to see before I take this matter somewhere else and give my advice to on-line buyers. | |
| Lynn | 7/6/11 |
| I won't do business with you after my current appliances die!! I would need hours of my time to relay the details of your extremely poor customer service! And then you have the audacity to offer me a 10% discount on some future purchase. How about the discount for the dryer belt it took me 3 days to find after being hung up and put on hold for 20 minutes? "Well we can't do that. This is all we are willing to do. We understand your frustration." but your aren't willing to resolve our problems or alleviate the frustration in doing business with you.. You have lost my business and I will be cancelling my credit card! | |
| marthy lake | 7/6/11 |
| IM PISSED OFF WITH SEARS REPAIR 1800 NUMBER, THEY ARE A BUNCH OF BIG TIME IDIOTS THAT DOES NOT KEEP THERE WORD ON SCHEDULING APPOINTMENTS!!!!!!IM TICKED OFF WITH THEM DAMN BASTARDS WHO GO BEHIND MY BACK AND CHANGE MY SCHEDULED APPOINTMENTS!!!!!! THIS CRAP GOTTA STOP !!!!! WHO IS THAT DAMN IDIOT CHANGING MY APPOINTMENTS DOWN AT SEARS CUSTOMER SERVICES 1800 NUMBER???? NO ONE ELSE IN MY HOUSEHOLD KNOWS IM MAKING SCHEDULED REPAIR APPOINTMENTS OF SEARS ONLY ME!!!! AND IM HOPPING MAD AT SEARS FOR NOT SECURING OUR SCHEDULED APPOINTMENTS!!!! SOMEONE THERE AT SEARS 1800 REPAIR PHONE CENTER IS GOING BEHIND MY BACK THERE AND EITHER DELEATING MY APPOINTMENT WHICH HAS HAPPENED BEFORE AND DROPS MY APPOINTMENTS!!! STOP THIS DAMN HEADGAMES SEARS AND GET YOUR DAMN ACT TOGETHER!!! FIX UP YOUR 1800----REPAIR CUSTOMER SERVICE CALL CENTER.....FIX THAT DAMN APPOINTMENT COMPUTER OF YOURS AND FIRE THEM JUNK WORKERS WHO ANSWER THE PHONE CALLS TO SCHEDULE APPOINTMENTS FOR APPLIANCE REPAIRS AND TEACH THE RIGHT WORKERS HOW TO LOCK IN OUR SCHEDULED APPOINTMENTS AND THAT IT WILL NOT BE CHANGED!!!!! I HATE SEARS!!!! | |
| Bob | 7/7/11 |
| On the 4 th. of july me and my 5 year old daughter went to sears in orland park ,il right at the auto center parking lot which they was having a sale outside with clothes which they had a barbecue , chips , and water,balloons, so my daughter wanter a small bag of chips and they said no only for employes only so my daughter was crying about it then i went to the auto center manager and his name was jack he gave me a big argument about not for any customers but i said where is the sigh that says for employes only which is like false advertisment. So watch out for this service manager which he will not be on your side. | |
| Bob | 7/7/11 |
| Sears service is terrible !!!! But writing here will do little to solve your problems; Sears does not read these letters. Phone the above numbers. Write your story on Facebook & Twitter. | |
| Anthony Bellino | 7/8/11 |
| I would like to Thank all of the staff at Sears at the Paradise Valley Mall location in Arizona. A special thank you goes out to the Team Lead (i believe that was his title)RICK, and to JAMES for going out of thier way. It is so rare these days to see somone go so far beyond the call of duty, especially when tied to corp. America. The Story: My wife and I purchased a Pergola from the PV Mall location last month, and were pleased with the purchase until it encountered its first storm. Needless to say the design team of this product must live underground, as the first gust of wind ripped the roof straight off the beams, and each consecutive gust beat the pergola into pieces. I called Sears that night and left a message regarding my frustration. The next day, I recieved a call from Rick expressing his senceriest appologies, and he assured me he would explore every option to reconstruct our loyalty to Sears. Within a matter of minutes, he called back with approval from his store manager, to not only refund and replace our purchase, but recomended an alternate shade source (of which we are extremely happy with). They drove out to our house, picked up the destroyed pergola, set up the new area umbrella, and were beyond friendly and enthusiastic about maintaining Sears good name. When I offered them gratuity, they respectfully declined it and expressed that they were just glad that they could help. Never in all of my years as a consumer, have I been so pleased with the timly and respectable service as that I have recieved from the management and team at the Sears at Paradise Valley Mall. Please Make sure that this team is made aware of the appreciation we have for their hard work and dedication, as I will be following up with them to ensure that the recognition has been noted. They always say that the fish rots from the head down, So this should go righ | |
| Roger E | 7/8/11 |
| I just had the service man here and said all I need is a dishwasher cleaner. Thought the product I have is a dishwasher, it even states in the booklet it is self cleaning. I have already had the control knob replaced 4 times starting last Sept. All this guy said was it was working properly and nothing could be done. All the other products are from Sears but,this will be the last one I buy from them.How do I know the black film is not harmful to my family. Have had other Sears Products before and some of them lasted almost 30 years.All the parts on this machine came from CHINA. What a joke. A senior stuck between a rock and a hard spot. Good luck to all of us. Some day we will have to learn Chinese | |
| Jane Doe | 7/10/11 |
| I refuse to but anything from Sears or Kmart while they are advertising on the Nancy Grace program. She is promoting violence, perverting justice and inciting riotous behavior. In my opinion, she nothing short of a hate monger. | |
| Earl Lambert | 7/11/11 |
| I have a Sears Lawnmower and and called in for a repair. The service tech came out and worked on the mover and I paid Sears $292.44 of which $198 was for labor that took 58 minutes. Today I went to use my mower and was on it for 45 minutes and guess what, it quit running. I called the customer service line and was told...Sorry, you will have to wait another three weeks before anyone can come back out. I proceeded to call back and ask to speak to a manager but was put on hold for 21 minutes, not once but twice. Does Sears really think this is customer service, this is thanks for your purchase and don't bother me again. This will be the last item I purchase from Sears. Not another dollar of my hard earned money will be spent on a company that cannot even get on the phone and try to resolve my issue. This is a company filled with customer service reps that really do not care about service at all. | |
| Nancy Levine | 7/11/11 |
| We bought a siee-by-side fridge/freezer in 2001. We are now trying to get someone from Sears out here to fix the same problem (#3) since taking delivery. I have never experienced such terrible customer service as I have from your call center. I think one of the main problems is that most of the people I have delt with can barely speak english and can't seem to comprehend what I am trying to explain. I called them on June 9 to request a service tech to look at the fridge/freezer. I was told June 15. No one showed up. I called and was told that the compuer showed June 22. Again no one showed up. Then I was told they had overbooked and the next available date was July 6. I went to the Westland, Michigan store and a very helpful salesmen made a call and I was told a tech would be out there on Monday (3 days from that day). He came and said it was dirty coils on the condenser. He cleaned them and said that within 24 hours it would be fine.Because no part was replaced I was informed that I was not entitled to the $250 food replacement that was part of my master agreement. I got up the next morning to find water all over the kitchen floor from what little ice there had been and melted. Also, the freezer/fridge had completely stopped working. Again I called customer service and was given a date of July 7. Back to the store and I spoke with a store manager. He really took the time to help me especilly when he found out the my 91-year old mother was living in the same house. He finally got a tech to come out the next day. Then I was told that we needed a new part--again. The tech scheduled the appointmentfor July 12 and ordered the parts. When the parts arrived I called the customer service, as instructed, and told them they were here and was told that an appointment was scheduled for the 12. It is now 8 pm on the 11th. No one has called to tell me if the tech is coming and what time and of course the customer service offices are closed. We are moving on July 14. I thought I had all of my appliances sold until this happened. I need the parts replaced so that I can get my whole $250 food replacement from Sears. Both my mother and I only have social security. We have far exceeded $250 because we either have to eat out, order take out or go to the store every day to buy food for the day. I BEIEVE THAT WE SHOULD BE REIMBURSED MORE THAN THE $250 TO HELP COVER OUR ADDITIONAL EXPENSES. Based on this terrible customer service, I don't believe, at this time, that I will ever buy another appliance from Sears. You need to bring your customer service back to the US and hire Americans who can both understand what you are talking about and are able to communicate with you so that you and clearly understand what they are talking about. No one whould have to go for a solid month with out a fridge, especially in the hot weather we have been experiencing. | |
| LML | 7/11/11 |
| I ordered a product from Sears to be delivered to my home. The last two numbers of the address were inadvertently transposed. I called Sears customer service to get it resolved and they put me on hold and proceeded to tell UPS that I would pick it up. I don't have a car - they did not even ask me first before telling UPS this. Now I can't get the package delivered because Sears won't agree to change the address and UPS can't bring it to me. The customer service rep lied. I am done with Sears and their piss poor customer service. This is not the first time that their staff have not fulfilled their simple job duties. They can't even hire someone that speaks english! I am done with Sears. | |
| John Roberts | 7/12/11 |
| What has happended to the David Taylor Mens dress Shirts ? You now have a replacement brand named Covington. The problem with this new shirt is it has to much Cotton and not enough Poleyester . They are paper thin and uncomfortable to wear . The David Taylor was more Polyester 80% , Cotton 20% . And the Covington brand creases all the time. The David Taylor was a much better shirt to wear and maintain and looked more classy . Can you switch back to David Taylor , or improve on this brand Covington . Most Men would agree with my commentif you added more Polyester and less Cotton . If you have to charge more for this fine, your not Target, or K-mart . Thank You ! | |
| matt | 7/12/11 |
| I paid cash for a kenmore fridge. The never came through with the deliver after waiting all day. The will not preturn a call and have said I have to wait 10 days to get my money back. The salescheck says "all returns will be in the same form as paid". No fridge, rotten food and the worse customer service ever. GO TO ANY OTHER STORE!!!!!!!!! | |
| Jim Caito | 7/14/11 |
| I bought a Kenmore fridge in Feb, I think I made a mistake switching from my orginal brand! I have stocked the fridge twice with food only to have it stop working. I am waiting for the repair man to come now so I can go shopping a 3rd time. It has cost me $400.00 sO far. I will think twice next time!!!! | |
| Lori Sheets | 7/15/11 |
| I have been a customer with Sears for many years. After the events recently, I think I will shop elsewhere. Untruths, many phone calls about delivery, they didn't even know what they were talking about. I even called my salesperson and they supposedly lied to her. Sears is going downhill REAL Fast!!!!!!!!!! I too will pass the word. | |
| yr | 7/15/11 |
I guess its true. Long gone are the days when customers were loyal to companies and the companies could be trusted with providing the best service and product. I have been a faithful consumer of the Sears Retail Store. I buy my children clothing from there. I bought my first television set, warranty, dishwasher, and much more. I have always trusted the company because of what it represented. The trusted home retail store of every family. My first television, which was a display model and never serviced, still works after 20 years. What a product!!! Do you think it was made in America? When they joined with Kmart, I was thrilled. I am a life long consumer of Kmart as well. Within the last 5 years I've noticed a decline in quality merchandise at both companies. Perhaps manufacturing companies are no longer producing products that last. Or retailor are buying inferior products to save money. Whatever the reason, my recent purchase has left little to be desired. Deciding to branch out I thought I'd try Sears Retail Outlet online. Perhaps they are like the Sears Retail Store? What a mistake that was!! I ordered my LCD DVD TV in mid-June. I thought it would come in within 2 weeks. That did not happen..... Called several times to find out what had happened. Those on the phone attempted to be helpful, but due to a lack of information in their computer system, they could not find the information that was needed. Finally someone located the information and the store that had my merchandise had to go and find it in the store. The manager appologized for the delay and said it would be shipped out right away. I continued to wait for a email confirmation and it did not come. I called again and was told that as soon as the product was ready I would get a cofirmation that it had been sent. Finally I received an email stating it had been shipped. When it arrived I was so excited. Finally the gift to my hubby and children was here. I opened the box, took out the television set and set it up. I noticed there was no remote with it. I tried using the buttons on side (manual buttons). They did not allow me to select from the TV menu or obtain new channels. No problem I thought, I'll try a dvd, The dvd went in smoothly, a nice picture came up, but when I went to eject the dvd, nothing happen. Now the dvd is stuck in the unit and won't come out. How frustating this experience has been!! Called customer service with Sears Outlet, was told they could have UPS come back, pick it up and issue a replacement. The closest one for pick for me is in Ashellville NC. That is 2 hours away from me. Not worth it to me. I wish I had gone to Walmart. They have the same product brand new for $30 dollars more. What was I thinking of to buy a refurished product from Sears. I guess I thought it was going to be like that first television that I brought from Sears. You know.....the one that has lasted me for over 20 years and made me come back to buy again from Sears. I guess not. | |
| Jim Trent | 7/17/11 |
| I have used Sear appliances for years. About two years ago we recently moved into our dream home and purchased two Kenmore elite products; refrigerator and stove. I've had the repairman out several times on the refrigerator. I'm instructed to manually "defrost" my ice cube tray monthly, so it won't freeze over and stop working. The icemaker is super loud--all repairman acknowledge this but can't do anything about it. My Kenmore elite exhaust fan now only works on one speed. I am disgusted at the quality of your products. Needless to say, I won't buy any more major Kenmore appliances. I thought the Kenmore elite brand would be better, but it's not. | |
| Ron | 7/19/11 |
| I have a washer that has been having problems Sears has been out here now 3 times and this will make the 4th time. You have to make the appointment on their schedule like we dont work. This is rediculous. They put remanufactured parts in it and the problem still exists. The washer needs to be replaced however they will not they keep throwing parts at the machine. Seems like they are trying to keep the repair man in business. Let me tell you Kenmoore use to be a good product but I am beginning to wonder. You call to schedule an appointment and you get India or the Phillipines. This is horrible customer service. You ask for a supervisor get hung up on and have to call back. I have been now on hold for over 2 hours and my problem still is not resolved needless to say I still have ths same problem with my washer machine. Sears you have probably lost my business unless you can make this correct. | |
| Tifany Lenoir | 7/21/11 |
| I recently purchased a home with a Kenmore Pro Dual Fuel range. Upon inspection of the range it was working fine. We finally began moving in a few weeks ago and was excited to use this new appliance. To our dismay, the convection oven was not working. The gas stove top actually works, thankfully, but we were forced to use our new home warranty. After several failed attempts to correct the issue, we were instructed to contact Sears repair department by our warranty company. This is where we stand today July 21, 2011. We were told on July 14, 2011 that the earliest appointment would be today between 1:00 & 5:00 P.M. The first contact I received was from Sears at 1:40 P.M. Letting me know the technician was running late and my window would be after 5:00 P.M. Next, at approximately 5:30 P.M. I was contacted by Sears once again, telling me the technician would be here between 6:30 & 7:00 P.M. At 6:29 P.M., Carl, the technician called and left me a voice mail message stating he needed driving directions to our house since it is not on "ALL" GPS systems. I called and left a message at 6:32P.M. leaving him a message to please rerun my call so I could give exact directions. It is now 7:47 P.M., and he has yet to contact me back. At 6:34 P.M. I received a call from the sub- contractor dispatch, stating the tech was trying to get in touch with me. I explained that I returned the call and the tech has not called me back. I then called the tech a total of 15 more times before 7. At exactly 7 the tech picked up the phone and hung up. I contacted the sub contract company to speak with a supervisor and I was informed no one would be out today because I missed my appt. I did not miss my appointment. The tech chose to ignore all of his obligations today. I was told the earliest anyone would be here is Monday between 1 and 5. So first I lost half a day of work to be here for the appointment the tech decided he didn't need to work. Now I have to take another half day of work because your company decided to not fix my range and offered a 25 gift card for my troubles. I have lost time and compensation in the form of work and the only thing sears will do to rectify the situation is force me to take another half day of work and 25 dollars? Completely unacceptable. | |
| | 7/22/11 |
| This company needs to be put of business!! item less then a year old, sent out for repair! not fixed. Sears wants us to send product back out for repair again. Sears said they will not replace the item or refund any money. Did I mention that the item is still under warranty.. Please do not buy products from Sears, they do not stand by Warranty!!! No more shopping ever at Sears Michigan | |
| Ronald Pierce | 8/4/11 |
| I purchased a under cabinet microwave back in 2009 with the a 3 year warranty contract. The microwave has been functioning okay until end of June of this year. Whin I called the service number I was that I would be put on the watch list in case a technician finished a job early he would come early then July 12th date, for 1-5 time period fair enough. Service technician showed up on time looked at oven and said the unit was not heating. Sop he had to order parts and someone would be back on following Friday but half hour before the schedule time to reschedule for the following week. When the technician showed up the following week and installed the new parts it didn't work. Other partshave to be ordered for the following week. Now I got a call about the service call will have to be rescheduled again. Now is the time to complain about the sucky service. I gave the a one star rating because that was the lowest choice, if I could I waould give the a minus 5 starts. | |
| Paige Adams | 7/22/11 |
| On June 4th I scheduled an appointment for a free estimate on an AC/heating unit for my Upper Marlboro, MD home. The technician came out to my house and looked at the unit but never provided my tenant or me with an estimate. I have called the service line 3 times and I still have not received feedback. Yet, I received a call immediately after my first inquiry surveying customer satisfaction. After the first call I was given a reference number and told that the service agent would be in contact with me shortly. It has been almost two months since then and I have yet to receive a call. I had every intention of utilizing your business because of it's length and tradition in the business. However, this incident plus another negative report I received from a friend has left me to inform everyone I come into contact with not to patronize any Sears stores. | |
| Cynthia Richardson | 7/22/11 |
| I have been trying to contact someone in the corporate office to address my compliant. I find it a poor service when a consumer has to be transferred several times and still no resolution! I waited for my service tech to arrive between the the quoted time he called and scheduled; after time elapsed I called him back on the cell phone he called me on. To my surprise I was told that he knocked on my door and I didn't answer. I advised him I am not sure whose door he knocked on because I along with another adult and the dog was home. He choose not to come and advised me to reschedule! I was outraged by his tone and the fact that he LIED!!!I find it difficult to believe that NO one KNOWS who is the VP of sears as well as a department that wants to take the time out to address the issues!!!! I will NEVER by anything else from Sears or Kmart. If anyone knows of a higher up please post! Not the first issue I have had. | |
| Vega | 7/22/11 |
| Hello, 1st of all it is rare that I am so disgusted that I actually take my time to send an email to complain, that being said this is my 3rd in 46 years. That would mean that I was so disgusted that I am taking my valuable time on a friday evening to send this email in response to my experience at the Sears electronics dept. at the Burlington Mall in Massachusetts just 2 hours or so ago. Let me explain in detail so that you may experience my 20-30 minutes at the Sears at Burlington Mall. 1st of all a few years back, aproximately 6-7 years ago, my wife and I started spending some serious time at sears for our products and clothing. I purchased 2 mowers , leaf Blower, winter and summer clothing, 6 years consecutively for Christmas shopping , christening outfits, school uniforms, Plasma Tv, surround sound, etc.etc. Do you get roughly the type of loyalty and ongoing business my family has had with sears in the last few years. I hope you can understand that during this time friends and family are telling us its too expensive to go to Sears at the Mall for clothing or other items and we can get them elsewhere cheaper. Of course we continued to go to Sears regularly. Now in the last years or so I find things to have changed and it was not until today that I just got disgusted with it. We had some obvious extremely inexperienced people in your kitchen dept in the last couple of years that led us to buy new Fridge and Maytag washer and dryers somewhere else for in actuality a couple hundred dollars more, because we knew we would get the customer service elsewhere. That started the slowly drifting from sears , now I cater to my clients in my business, I have too, it is because of them I can drive New cars , take nice vacations, send my kids to private schools etc. I do not want that to end , so I treat my clients with the utmost respect and make sure they are always happy, I do not know , but that sounds like common sense to me. Also I can not afford to have them go elsewhere, let me explain for every client I might lose, I will eventually lose their family,friends, and their extended friends and family and then multiply that by years , WOW. Anyways I assume you are doing so well you can afford to lose a few hundred to few thousand from a few potential customers, if thats so, then just blow me off. Getting back to today , I am looking at Led TV's , I can see about 6 sears employees within 10-20 feet from me, 1 is taking his time with one elderly couple looking at range hoods, the other one is just walking and staring at the Fridge's , the other 2 are together on a sears PC, they saw me staring at them but tried not to give me eye contact, as I walked to them , one of them puts his head down, the other walks away quickly. On the other side one tall sears rep sees me trying to give him eye contact and he actually moves to the side trying to give me the appearnce that he did not notice me. My wife and I as well as my 2 boys are almost shocked and shaking our heads at all this happening, at the same time I am trying to educate my kids , "this is not what you should let happen if you run a business", but I also tell them this is the kind of help you get when hiring people. Now eventually I get the attention of the gentleman, of course thats after walking up to him and getting within inches of his face to make sure he saw me. He walks over to my wife and kids alongside me, and I show him a used LED 52" TV from $1999.00 reduced to $1,079.00 , I was waiting to finalize on that item so I can buy a TV stand for it also. I asked him about warranty, he said in a brisk and almost like he was not interested in selling it manner. "NONE 30 days, you can bring it back" Asked him , how about a box or bubble wrap so it does not get broken on way home, He said "what you see is what you get" "nope no box , and we can not get bubble wrap for that " i am looking at my wife, my wife is shocked staring at me, I once again look at him and said "I am traveling and want to make sure it gets home o.k. " how about anything ? "nope, do not have anything for the T.V." Now if I have a used TV for sale and the guy just wants it safe , guess what, I might take an extra few minutes to find some bubble wrap and a box , heck its the least I could do. Well I lost it after that, the TV was perfect for us, but as we speak I am online going to buy it elsewhere at 100% full price , why ? I am tired of the sears CRAP!. Another thousand or so gone, and of course I will share this with my 600 or so clients, why? because thats what people do when they are treated like this, they give warnings to others , so that they do not get treated the same way we did. I sincerely hope this changes, but I doubt it. It is only money, win some, lose some. Attentively Mr. Vega | |
| MOSELLA CLAIR-CRAIG | 7/22/11 |
| I HAVE BEEN A CUSTOMER OF SEARS FOR 30 PLUS YEARS AND IN 04 I PURCHASED A REFRIGERATOR AND STOVE. SINCE I HAVE HAD THE REFRIGERATOR FROM A FEW MONTHS AFTER PURCHASING IT AND THE STOVE I HAVE HAD TO CALL SERVICEEVERY YEAR TO GET IT REPAIRED. TODAY THE THE REFRIGERATOR HAS BROKEN AGAIN AND MY RECENTLY PURCHASED GROCERIES ARE ALL SPOILED. I HAVE DECIDED THAT I WILL REPLACE THE DAMN FRIDGE; I REFUSED TO CALL SEARS AGAIN! OR EVER SHOP THERE AGAIN. I WILL NO LONGER RECOMMEND SEARS AS A PLACE TO GO FOR ANYTHING. HOWEVER I DO FEEL THAT SEARS SHOULD GIVE ME SOME KIND OF CREDIT FOR THE PIECE OF CRAP! BUT AFTER SEEING ALL OF THE OTHER COMPLAINTS I DOUBT THAT. SO LONG SEARS AND GOOD RIDDANCE! | |
| Raul Gomez | 8/3/11 |
| I hace been calling the Dallas repair center in Garland Texas since yesterday, after 124 calls and no answers I have no idea what else to do but PRAY that Sears goes bankrupt by the end of the year!!!! Your custumer servuce suck!!! | |
| Rick | 8/3/11 |
| SEARS SUCKS. !!!!!!! BUYER BEWARE !!!!! BANKRUPTCY IS ON THE HORIZON FOR THIS SORRY COMPANY.. THANK GOD FOR THAT, MAKE ROOM FOR A COMPANY THAT CARES ABOUT IT'S CUSTOMERS.. | |
| Julie Grosser | 7/27/11 |
| I have for over 32 years purchased Kenmore appliances, Craftman tools, and bedding and bath accessories for only Sears. NO MORE. My first Kenmore wash machine lasted 25 years, and with 4 kids, it was used. My 2nd Kenmore washing machine has broken down 3 times, and so has the dryer. To get an appointment this time, I talked to a CALL CENTER, where they didn't speak English, spanish was heard continuely, and she could not help. She kept saying "Se, Se," instead of yes. I told her I could not understand her and where was this center located. She did not answer right away, then said what sounded like Florida. I don't believe her. This is what is wrong with what is happening in the USA. Forgeiners are taking over and they are screwing with Americans, our homeland jobs, and companies are having products made in Mexico, that are not quality made. Well I cancel my Sears Credit Card last year, because of the interest rates, terms etc., and I have had that Credit card for 35 years. No MORE Sears. American desire better. | |
| Shellie | 7/28/11 |
| Placed an order at sears.com. Paid $35 for shipping. Delivery between 7/25 to 7/27. Never shipped until until 7/25. They shipped wrong item that I can't use because the air conditioner is too big for any of my windows. Sears wants me to re-order the air conditioner I had orginally ordereed and pay for it. Then pay to ship this other air conditioner back to them. But they can not credit my credit card for 5 to 7 days after the receive it back to the ware house. Their customer service called me a liar, telling me I didn't have the item in my home, even though I was able to look at it and see it. They are the rudest people I have ever dealt with ever. They really need to work on their customer service. | |
| Kim Young | 7/28/11 |
| Well I have one for you. I'm am totally dissatisfied with Sears! I call them for a service call on my air conditioner and they come out one week later, window time 8am - 5pm...ok good and fine. He comes out....takes the window unit outside and hoses it off. I asked him if he checked everything else and that it is in working order and the tech not facing shakes his head. I wasn't quite sure what he meant...I asked again and he shook his head again. So they put it back...it is working but then quits on me that Monday during the peak of summer in over 100 degree weather. I call for another service call and they can't make it out until next day between 8am-12...we suffer through the night with fans and the next day I wait...and wait...he calls me at 10:15 am saying he was on his way to my house but gets another call and was going to that and I said "NO WAY" I have been sitting here since 8am, swealtering in this heat waiting for you and you need to get her Now. He tells me he has no control over what Sears tells him and shows up by 11am. Another tech arrived and they are trying to determine the problem...take it outside again and determine it's a leak...and are trying to find it. State to me that if they fix it will only be temporary and will got back out within a day or two so I should buy another air conditioner. I ask if it should be replaced since I have the extended warranty and the tech says No. At this point I was displeased with the service I've received and called around to see if I could get another from another company but noone has one available with the BTU's I needed at this time of year. So I have no other choice but to get another from Sears. The tech told me they just got a whole bunch in stock. So I called the closest store to me and got a guy on the phone and he asked if I wanted to reserve one and I said yes...made the transaction he tells me I will be getting a call within the hour from the installer. So I waited...and waited and to no avail did they call. So I call Sears back...talk to another Different person and this guy was rude....interrupted me consistantly...having no compassion; empathy or sympathy for the situation and I just wanted to know when someone was going to contact me to install my new air cond. He tells me "Oh no, noone will call you until tonight and it might get installed tomorrow" I said this is so unacceptable...the temperature here has exceeded 100 degrees and I need it installed today...this guy hung up on me! Yes he actually hung up on me. So I go over to Sears...pretty pissed at this point...I'm hot and frustrated also. So a nice guy actually helps me out inside the store, but he or noone tells me that I could have my air cond replaced since I have an extended warranty, which states that if something can't be fixed then it will be replaced..correct? Isn't that how any customer reads it or is told when purchasing a new appliance? Well because the "tech" said that the leak is Not covered by a warranty..noone in corporate or withing the Sears Co will override this tech decision he made at that time...so it seems that the techs can determine what is covered and what is not on your warranties. Seems like they can delagate at the time of service and noone in corporate can override this guys decision? Do techs really read each and every warranty from 5 years ago? I have gone round and round and round with Sears about this. I will Never purchase another thing from you...my mother won't again and I'm pretty sure other people in my family won't now either. I'm totally dissatisfied with your services...your tech who really couldn't determine what was wrong with my air cond in the first place and needed a 2nd guy there on the 2nd call. And because of this one guy and his note...Sears refuses to honor their warranty service protection agreement!!!!! I will deal with companies in my future who care about their customers. K. Young Wichita, Ks | |
| edwin a pagan jr | 7/29/11 |
| I made purchases in early april with all the discounted idems and all , my bill was paid in full , some how or another i owe Sears 32.00 well i paid it , then am gething phone calls from some other country telling me that i owed sears money , so i told the man i want to speak to some one in the USA, when i spoke to the lady all was fine , but then i still owed sears 100.00 i close my account with sears now my credic reports falls from 755 to 615 because of you . i keep sending letters and nothing today i spoke againg to some one from Sears 1800-697-3277 am hoping this horrible experience is in the past.I will send another copy to my credict that my account is close and that i owe nothing to sears . Shame shame sears for doing this..I guess you have no shame.. | |
| Juakena Johnson | 7/30/11 |
| After reading all the postings above I see that I am only one of many. I have been waiting for days for delivery of a Stove and Overhood Range! I have spoke with several unhelpful representatives and the manager who have still not resolved my issue. I am writing a letter to the Corporate Office because I am truly disappointed in their service. I respected and grew up browsing ads and visiting Sears, however, I will never make another purchase from the Sears store again. Their delivery service needs to be revamped (Excel Shipping is doing horrible!) and their customer service representatives need to be retrained !!!!! Roselle, New Jersey | |
| Janet P. | 7/30/11 |
| After being sears customer's for years we are done. We bought a washer 4 years ago. Last December we had trouble and scheduled an appointment. No one called or showed up. Now we are having trouble again and I was told not a problem because they carry parts and would probably have it fixed. The repairman came thurs and had to order a part and now we are told they will fix it next thurs. UNACCEPTABLE Sears. We don't have a laundromat in town and our water is expensive so we are doing it at my friends. I see I am not the only unhappy customer but that is ok. When we make our next purchase it WON'T be at Sears that is a guarantee. Sounds like Lowes or Home Depot service their customer's better so that is where we will go. | |
| Janet P | 7/30/11 |
| Not sure if my review even showed but right now I am so upset and seeing as everyone else is having the same problems. First off had problems with our washer last december, scheduled an appt and NO one called or came out. We had washer problems yet again and was told NOT a problem they carry parts and more than likely they can get our washer fixed. WE DO NOT have a laundromat in town and our water is attrocious. My gf is letting me do laundry but I have had a hip replacement and have to carry the laundry back and forth. We are now being told we can't get it fixed until next thursday, almost 2 weeks after I called. SEARS, this is UNACCEPTABLE. After venting about my frustration I hear we are so sorry thank you for being a good customer. Well thanks to your lack of service or even caring about your good customer's I am going to lowes after reading how they service their customer's so well. Goodbye Sears, Hello Lowe's. | |
| Terry McIntyre | 8/1/11 |
| I have done business a lot of years with Sears. I have good credit and when I noticed my interest rate was above 25%, I called to niagotiate a lower rate. The customer service agent practically told me NO. My interest this month alone was $86.00 on a balance of just over $4,200.00(unbeleivable). This is the thanks I get for being a loyal customer, never being late with a payment and ALWAYS paying more than the amount due. Well Sears will not have this customer to kick around anymore. I immediately got on the phone and had $2,000.00 transferred to that balance and in addition wrote a M.O. for $360.00. I figure they can do without my $3,000.00-$4,000.00 in purchases a year. These people are ruthless once they think they've got you in a vunerable position. BEWARE!!!! | |
| Chris | 8/1/11 |
| I am a life long Sears customer and will NEVER shop there again. The store is dirty, looks like a Kmart gone bad, service is terrible and attitude terrible. I asked a manager who was in charge of the stores and he said a guy named Jamie Brooks. I researched this more and I found out that Jamie Brooks is President of stores and does not respond to customers' calls. He should be fired for taking a great company and driving it to disaster. Feel free to call him at 847-286-2500 and ask for his extension if you would like to complain about his stores lack of service. | |
| Jennifer Mitchell | 8/1/11 |
| Last year we had over 14 appointments where Sears either missed the appointment or delivered the incorrect appliance. Today we were scheduled to have our washing machine repaired (still under warranty). We were called last night and this morning to remind us of the time. When nobody showed up, I called and they forgot to schedule us. The repair guy was very nice and said they just called him with our info and he would head right over. Because he was new, a more senior repair person came out to check on him. They spent 15 minutes on the machine and 20 minutes telling me how important it is to give them a perfect review. In the end, they said it was not installed properly and they fixed it. Guess what - nothing was fixed. It's worse than ever. I tried it when they left. They didn't even try to run the machine because they would have known they didn't fix anything. Our warranty runs out next week and I just cannot risk taking off another day at work for a no show repair person who can't fix it. They said it was an easy fix but apparently that's not the case. By the way, we were initially promised an extended 3 year warranty on the washer/dryer because it took 4 months to deliver the replacements and they later said that because I filed a BBB complaint, the warranty would not be extended. Once you file a BBB complaint, any previous promises are off the table and you are at the mercy of the one person from Sears assigned to your case. They offer a pretty crappy take it or leave it deal and they tell the BBB that they did whatever they could to help the customer. SEARS should be ashamed of itself for bullying customers. | |
| kevin | 8/2/11 |
| just bought a freezer from sears on sunday and had a delivery scheduled for monday & had trouble from the min they got there not doing things they are supposed to do Automatically which they never did. Not to mention that they damaged my unit putting dents and scratchs on it. And called custumer service to get some help but all I got was the run around over and over with no one helping me. So I had to contact he corperate office and talk to a Excuative direct to get my issues solved, but even talking to them they just did every thing in there power not to compensate me for the trouble I had with every thing and for all the time I wasted on them. And the only thing the executive said if the unit was damaged real bad they would replace it free of charge but the unti had to have more then just a small dent and scratch. I have delt with Sears before and had better service then this but every since they restructured taking on the likes of kmart lands ends, orchard supply hardware, and mygofer every thing took a turn for the worse and the custumers and suffering. The corperate office need to get back to the foundation of any good business customer service and helping the people. | |
| GR | 6/22/11 |
| I bought a Snapper push mower/electric start a little over a year ago.I paid close to 600 dollars including their so called extended warranty! The mower starts to smoke really bad malfunctioning as well. Took it to be repaired only to have the idiots @ the repair center put an air filter & send it back to me! well, Hello........problem not fixed smoked worse than ever started shooting black oil all over the place & motor blows! I was beyond pissed off. at this point I think they should replace the mower not repair. But forget making a customer happy & keep their business. I guess better to keep you pissed! I will never buy anything from them not even a piece of bubble gum from Sears ever again! this is not my 1st encounter with Sears of their PISS POOR CUSTOMER SERVICE,from the sales reps to the call center to their so called managers,not to mention their automated phone system etc. I WILL TAKE MY BUSINESS ELSEWHERE AS SEARS IS NO COMPETITION FOR LOWES! THEY WIN HANDS DOWN | |
| Albert Zuest | 6/23/11 |
| I rated Sears with one star because they do not have a lower number for rating. From ordering my stove top to having it delivered has been nothing short of a NIGHTMARE. I will never make a purchase from Sears again. | |
| Samita | 6/23/11 |
| Our business purchased this appliance about a year ago. The ice maker is not working, so sears repair was calling about 3 weeks ago. Someone came easily and said there was a plastic piece that was stuck in it. He left after 5 minutes. The next day, we had the same problem - no ice. I called them, made an appointment, and they were a no show. Called them for another appointment, and they were supposed to come on 6/17. I got an automated voice mail saying that they were running behind in traffic. I called to complain and was hung up by the first representative. I called back, and was on hold for 45 minutes, then hung up on. When I called back for the 3rd time, I was told they were 5 minutes away. By this time it was 4:55pm when our business closes at 5pm. So they had to reschedule for today. I was told by 2 people that I would get a confirmation call the night before and I never did. I just called, got transferred to escalation when asked to speak to a manager. Once again, sounds like i'm talking to a person reading from a script. After I tell them my entire issue, all they say is I apologize. They told me that the tech already has come out, which they have not so complete lie. And they have until 12pm. They would call me before they got here. They never called me to confirm, nor have they shown up for the last appointments why would they now? In the midst of all this, I have sent about 5 emails to the website email, and no one has responded in 3 weeks, when the automated response says 24 hours. I have not been able to find a manager or someone that actually understands and can do anything about my concerns. They all apologize and say they are calling someone else. I hope to never deal with Sears again, and I hope that no one ever has to go thru what I have. Worst customer service ever. | |
| TALLIM ALLY | 7/1/11 |
| A MUST READ FOR EVERYONE. AFTER READING THOSE TESTIMONIES ABOUT SEARS PRODUCTS WE HAVE TO ERASE FROM OUR MINDS THE AMERICAN BRAND BUILT AND DELIVERED BY AN AMERICAN ICON. MY WASHING MACHINE A KENMORE THE VERY FIRST DAY OF USE FILLS WATER AND STOPS THERE NO. FURTHER ACTION. SO A DETECTIVE PRODUCT WAS SITTING IN THE SHOWROOM AT SEARS WHAREHOUSE, WATING FOR A WALLET-READY CUSTOMER TO TAKE IT TO THEIR HOME AND SUFFER AFTER THAT AT THE HAND OF SEARS. WHY SUFFERAGE.. I CALLED TO SPEAK TO A MANAGER THE CALL WAS TERMINATED . I HATE TO QUOTE IN DUTCH"DE KLANT IS KONING" THIS TIME THE CUSTOMER IS JUST ANOTHER PIECE OF RUBBISH, THAT AN EMPLOYEE CAN THROW IN THE GARBAGE, THERE ARE OTHER TERRIBLE THINGS THAT HAPPEN. BUT I AM WAITING ON CORPORATE SEARS TO CONTACT ME, BEFORE PUTTING IT ON THE INTERNET.BUT I WANT TO REMIND SEARS THAT IF THEY DO NOT PROVIDE THE CUSTOMER SERVICE, THEIR COMPETITOR WILL. BUYER BEWARE SHOULD BE EVERYBODY'S MOTTO. REGARDS TO ALL, AND MORE TO COME. | |
| jeanine aubertin | 7/2/11 |
| The Sears Auto store in Frederick Maryland was awesome for many years until two weeks ago. In attempts to fix the vibration my car has over 50 mph they sold me new tires and tie rods. The steering wheel even shakes. The techs assured me that my car was safe to take on a 500 mile trip but when I got to my destination the Sears store there discovered the tires were bad and I had a bent rim. Here I am over $700 later and my car is still the same. I may have needed tires and I may have need tie rods, but why do they keep telling me my car is fine when it is not? Because I lost my temper in my emotional state when I was stranded with a sick car so far away from home they now refuse to even talk to me. While I deserve the consequences of my words, Sears should not have sent a customer away with assurance that the car was fine when it was not. | |
| Gay Mueller | 7/5/11 |
| I have a 70 Hatachi TV. Since November 2010 Sears has been out several times to fix the tv. they have charged me a total of $623.20 in parts they changed. Guess what the tv is still doing the same thing. Now they tell me the parts are discontinued. I said put the old parts back into my tv and give me my money back cause you have not solved the problem. Will never use Sears again!!!! All they do is change parts and charge you then when they can not fix the problem they jump ship! | |
| Shawna Gutierrez | 6/23/11 |
| Having been a Sears customer since my very 1st appliance purchase as a young adult I will no longer be patronizing their stores--EVER! The repair department cannot show up on time nor fix my problem when they do the work, in addition the technician received numerous cell phone calls while supposedly fixing my dryer. So here I am a month after my initial call and my appliance is still not working and a technician will not be out for another week! What has happened to Sears great reputation? | |
| Mary Young | 6/23/11 |
| Why is there a line to give o stars. I will never again step foot in a sears store nor will my friends and family who have been buying products for many yrs. I can't believe they are still in business. Orderd a part from sears parts direct. The part was not the part causing the problem. I called to return it and they said as long as I installed the part they would not return it. Really. An eighty dollar part from a multi billion dollar store. They keep doing business like this and They will be the next big box store to go under and it wouldn't bother me a bit. By the way maybe they could get people on the phone who speak Engilsh. I don't think I have aver been so angry. What comes around goes around. Good luck to ya Sears. | |
| ML Madden | 6/24/11 |
| Sears Customer Service has gone by the way side. Parts can now only be ordered through an 800 number where you deal with someone who barely speaks English and knows far less than you do about what you need. When they send you wrong parts after you give them the correct information they charge you 20% for the incompetence of their employee. IF God forbid you dont get a chance to look at the part and make the repair as we did for our lawnmower before a 90 day period you cannot get anything back. We ordered a part during the winter and placed it on top of the mower for spring repair. Both parts we ordered were not correct and were infact what we told them NO THAT IS NOT WHAAT WE NEED IT IS THIS. STILL THEY SENT THE WRONG PART. After waiting on hold 10 minutes and being treated as if they couldnt be bothered I came to the conclusion that I will purchase ALL MY APPLIANCES, TOOLS, LAWNMOWERS AND HOME GOODS FROM ANYWHERE BUT SEARS. THEY DONT CARE ABOUT CUSTOMER SATISFACTION AT ALL. BUYER BEWARE THEY DONT CARE | |
| James Fleischman | 6/27/11 |
| I used to love Sears, however your company is run so poorly now that it is almost impossible to purchare or repair anything at a Sears. See all the complaints above? It is a shame to see a company that was once the envy of the world turn into an incompetent mess. | |
| Daniel Hartwig | 6/28/11 |
| Mr. Lewis, Just a note to express my dissapointment with SEARS. 7 years ago my wife and I purchased a new washer and dryer from SEARS (Sun Valley Concord Ca.)I have renewed the service warrant with SEARS every year for these products. Unfortunately, we had to contact your service department to service our washing machine on the 16th of this month. Without going into great detail, after setting time aside to receive your service tech so the work could be completed, my wife called your service dept,(fearing they would not show up). She was advised the service tech would be there by 12:30pm. At 12:40 pm, 10 minutes after the agreed upon service time had passed, my wife again contacted your service dept. She was then told the service tech was no longer available! My wife was furious; she was offerd a $50 gift card and promised a service date two days from now, Thursday of this week between 8:00am - 12:00pm. Just like your time, your service personnel's time, my wife's time is accounted for. This is not the service I grew up with watching my parents shop at SEARS. My shopping days at SEARS are a thing of the past. I will share my experience with all, I will not endorse SEARS and I will encourage others to shop elsewhere. D.Hartwig Concord Ca. | |
| Patty S | 6/29/11 |
| I purchased the Ty Pennington Mayfield outdoor furniture set. It was delivered 5/28/11 we put the furniture together and the loveseat was damaged. I called sears the day of delivery. Was told I had to contact the manufacturer - Sears could not help me. I did - twice - manufacturer Grand Basket company told me to e-mail. I did - one month later still no help. In the mean time I have called sears customer service twice. Both times they were going to contact Grand Basket and get back to me - nothing yet. Contacted on-line services for a return or replacement. Told me the system was down and they would get an e-mail over to me asap. It has been 6 days and still no e-mail. I will not pay for this on my sears charge until this is resolved and I probably will never order from sears again. I have told friends to stay as far away from purchasing from Sears as they can. As years ago a customer meant something to this company, but no longer do they have any customer loyalty. Sad I used to purchase quite a bit from them, but now I am going to cancel my card and shop at lowes or home depot. | |
| Robert | 6/29/11 |
| I renently had a lawn mower sent off for warranty repai work. I waitided two weeks , and was contacted by Sears about it. They said that my carbureutor was the problem - and get this- WASN'T COVERED BECAUSE IT IS NOT PART OF THE ENGINE !!! Not part of the ENGINE? This is a new low for Sears. Briggs and Stratton upon calling has even VERIFIED to me that a CARBUREUTOR is INDEED part of an ENGINE. What nonsense this is! What happened to REAL customer satisfaction, "The customer is always right", and Sears being a friend to the Consumer??? | |
| Paul Garrett | 6/30/11 |
| I am writing this while on hold (that is IGNORE) with Sears Customer service. The first representative (Francis) was unhelpful. I asked to speak with her supervisor. I have been on hold for 15 minutes so far and counting… I have been a customer of Sears since probably around 1977. In college my very first (revolving) charge card was from Sears. A few years later I got my first credit card (Diners Club) through Sears. I have remodeled my home using a variety of products from Sears (including major appliances) over the years with only one unsatisfactory service experience. I have probably dropped more than 20 grand with Sears over course of more than three decades. I’m generally a pretty easy going kind of guy and try to cut people a lot of slack including in corporate bureaucracies where line flunkies are purposely abused by management as shields from having to take personal responsibility for bad policy. But as of today I cease being a customer of this particular corporate vampire. I purchased a refrigerator (and a service protection plan) from the Sears Appliance Outlet in Denver. It took a couple of days to deliver – no problem. When it was delivered it was not operating. It would not cool or freeze. It took 5 days for a repair tech to come. He discovered two things the install guys should have noticed: a kinked water line to the water dispenser and a severed line to the ice maker. (20 minutes on hold...) But what the install guys couldn’t have noticed is that there is a sealed system failure with the compressor and cooling loops. The Tech said it was not fixable. The product should never have left the store. The store obviously did not test it before delivery. (Kudos to the tech for his honesty! The only satisfactory exchage I had in the whole sorry transaction.) I went to the store manager and he said he would be happy to refund my money and he would see if he could get another (dinged) of the same model. He offered no concern for my inconvenience in dealing with a product that should never have left the store. He also showed not the slightest interest in the fact that even if he got hold of a replacement it would leave me at least two weeks of being without a refrigerator due to the shoddy practices of his store. I decided to call Sears customer service and see if they had any suggestions. (25 minutes on hold finally spoke with a “supervisor” named Judson.) Basically they said, the service plan I purchased wouldn’t apply for 90 days; that they are unaffiliated with their outlet stores and if I have a customer service dispute it is with that store. Oh, and by the way, they apologize but they have no interest in doing anything for quality customer service or customer retention. Adios Sears. P.S. I am sorry I didn't find this website before making my purchase. It would have saddened me but it would have warned me to STAY AWAY FROM SEARS! | |
| D.Badia | 7/1/11 |
| I went on vacation in my car and found my brakes were failing. I went to the nearest Sears Auto shop. They installed front and back brakes. $700! They seemed fine. I drove home from vacation three hours at high speed. No problem, three days after I got the new brakes we left again on a road trip. Two hours into driving the steering started to shake. Then we begain to loose control of the steering. We managed to pull the car over just as the wheel fell off. All the lugs fell off within 30 feet. The wheel had not been put back on tightly. We could all have died in that car, due to the lack of a Sears mechanic that forgot to finish the job. We managed to go back on the highway and pick up all but one lug nut and put the wheel back on and make it to a garage. At our cost! I will be filling a complaint with Sears. | |
| Daniel Kime | 6/10/11 |
| What happened to Sears (Sears/Kenmore). I'm on my third Kenmore Express Microwave. All have failed within 1 month. The first failure Sears service kept it for a week, when I picked it up it was scratched badly and then failed within a month. We did get Sears (Concord Mall, De.) to agree to replace it with a new one. That one failed 30 days later. I am a long time Sears customer and the quality of both their products and customer service have dropped noticeably. D. Kime Pa. | |
| John D | 6/10/11 |
| Had a $2,500 refrigerator for 4 years. It went down on Memorial day. The technician came after I made several complaints to get them there before a week. They ordered a part and again I had to make numerous calls to get someone back in a week after part came. I was told wrong part ordered. I was told new part was ordered as emergency order. It has not arriveed and I spent hlf the day trying to get info of when it would come. I was finally told that it would be another week and part was never ordered as emergency order. Then I am told they will not come to install for 3 days after that.Keep in mind I am making this short. This is after numerous calls to some very rude people. There is no concern for the customer. There is no feedback as promissed . The technicians need to be trained on how to diagnose a problem. I have never been more disattisfied with a company for customer service , the lack of concern is unbelievable. DO NOT SHOP SEARS FOR APPLIANCES,do yourseld a favor. If you do do not buy warrenty, you will get better service any other place. G to PC Richard or Best buy. | |
| Suzanne Stewart | 6/10/11 |
| Sears customer service for repairs is horrible. I had an appointment, they cancelled it, did not communicate abou the cancellation, my husband took off, does not get paid and on and on and on.I will never use Sears service again. I have Tweeted, and Facebooked it also. | |
| Terry | 6/10/11 |
| I purchased a refrigerator from sears, the first installers did not finish the install, they delivered it, hooked up the water line and left. They did not level the fridge, align the doors. I ended up doing these things myself. There was a bigger problem with the freezer door, it was warped and did not align front to back with the other door. I asked for a repairmen to be sent out, they insisted on sending out another delivery crew. After the second delivery crew looked at it and determined they could do nothing to help.(I told Sear this was the case in advance.) I had to call and schedule a service call, the service tech came out and was unable to fix it. The biggest issue is that Sears call center is in India,(What ever you do don't support the economy in the U.S. where your profits come from) and the few call center agents they do have in the U.S are complete idiots. They have continually called the alternate contact number instead of the primary contact number. I have tried to correct this with them eight times. I called them today and told them if they call the alternate number one more time without trying the primary number first the only thing that is going to happen is them refunding my money. They are schedule to bring out another fridge for exchange. I will be inspecting it to make sure it is perfect before they bring it in my house. If not I will be requesting a refund. My advice, buy from someplace else and save yourself the headaches of dealing with the idiots at the sears service organization and their foreign call center. | |
| Irene Mele | 6/10/11 |
| Sears has the worst Service Department. Called and they sent me wrong parts for a NEW fridge with shelving that crashes when you put a bottle of soda on the shelf! Called again for a service call and they never showed up or had the courtesy to call that they weren't coming. I'll never buy from Sears again. As a matter of fact, I did not pay for this fridge yet on my Sears charge card. I may just cancel the whole deal and send the fridge back. They are irresponsible and irritating!!! | |
| Alexander's Home | 6/10/11 |
| If there had been a 0 I would have picked that as a rating! DO NOT BUY SEARS APPLIANCES!!!!!!!!!!!!!!!!!!!!! I bought all new appliances for our new home in 2008 from the local Sears retailer and had great sales service with some great discounts. Had I known that I would have numerous service calls in less than 3 years and have to wait anywhere from 1 week to over 1 month to get my washer repaired, I would have made a different decision on who to spend $10,000 with. It is frustrating to have a washer less than 3 years old and be wagging my dirty laundry to family members to wash clothes for close to a month now. I am just short of having it displayed on the town streets with "Do Not Buy From Sears" with lemons painted all over it. I am shocked to see how many comments like this are on this page. | |
| Carl Enna | 6/10/11 |
| Today marks the end of an era. Today....after more than 75 years....my family stopped doing busines with SEARS. It's not because of the products or the service-it's because of the way they chose to do business. I get a "New" Sears/Mastercard in the mail today and the mailer tells me my "blue" Sears card is no longer valid that I have to call and activate the "new, better, Mastercard". W-R-O-N-G. The woman in customer service...who I might add was very proper but very curt, said that Sears sent me a letter with a May deadline that would 'auto'convert me if I did not repond not wanting it. If Sears is such a part of America and 'customer friendly', why not give me the option by asking me to call if I WANTED the Mastercard or stay silent happy with the status quo. So I chose my other option....to close my account. Sears is one of the first cards I got back in the 1970's..... In today's economy, I can spend my money elsewhere...there are plenty of options. I should have seen Sears declining with they allied themselves with K-Mart. SEARS....you're losing the ethics of business.....how you did business for years. Great names with Sears...Craftsman,Kenmore etc---but there are too many others who compete for my dollar....and they just won this round. Carl Enna Little Rock, AR | |
| Tamara Davis | 6/11/11 |
| A year and half washer went out. Made a service call appt. may 23,2011 had to wait 10 days repairman never showed.Then said when i called that i had to wait another 9 days. I was put on hold every time they didn't want to deal with me for 20 minutes at least, last call i am still on hold and using cell phone to file a formal complaint with corporate office. Repair department was rude and i could hear some one in back ground say put them on hold and start laughing. Very unprofessional. | |
| Tom Anderson | 6/11/11 |
| Sears the most Dirty store. Sidewalks full of GUM your shoes stick to the sidewalk, going in to the store,clean up Entranances of gum and grime . | |
| peter f. barcia | 6/12/11 |
| I WOULD LIKE TO COMPLIMENT SEARS FOR HAVING SUCH OUTSTANDING EMPLOYEES IN THE WESTFIELD SARASOTA STORE,SUCH AS STORE MGR. JOSH,SALES PEOPLE BONNIE AND TAYLOR. THEY ARE THE BEST !! AND DESERVE KUDOS. THEY GO ABOVE AND BEHOND TO BE HELPFUL. PETER BARCIA | |
| Kenneth Becht | 6/13/11 |
| Having a problem with a newly purchased mattress. Trying to get someone at the 7 different #'s I have been given and can not reach a Manger or Supervisor. I need someone to get on the phone and resolve my issue. I will NEVER use Sears again. | |
| Diane Simmons | 6/15/11 |
| I purchased a garage door and opener from Sears 1 1/2 years ago. I had Sear install both the door and opener. Last week I opened my garage door and a piece of the door was pulled off by the garage door opener. There is now a 4 inch by 4 inch hole in the door. When I called about the warranty I was transferred to five different people before getting to the correct place which is not even part of Sears, it was a insurance company that handles claims for Sears. I still have not heard from an adjuster, but Sears has called for a service appointment. The first thing Sears told me is it would cost me $100 for an appointment. It is very upsetting to pay additional costs for either a faulty product or installation. I will never buy anything from Sears again. They do not stand by their warranty without additional hassle. | |
| Nick | 6/21/11 |
| I purchased a Meat Slicer UPC: 087877610006 on June 12, 2011 from Sears located at 1009 S Washington St, North Attleboro, Ma (store number 1033). When purchasing this meat slicer I informed the small appliance manager on duty the box was opened. Manager stated she would give me a 10% discount because the box was open and the book for the machine was missing. I asked if it worked and was assured that it did. I bought the meat slicer. Took the purchase and gave to my father as a father’s day gift. When my father opened the slicer and was proceeding to use it. He realized there was a smell to it and took the part off, as he was doing so he noticed there was grease and moldy meat left on the slicer. At that time he threw the whole slicer into the sink of hot water as he was discussed with what he saw. At that time I contacted the store to inform them of this and was transferred around to 5 different departments before being put into someone’s voicemail. I left a complaint with Sear Corporation Customer Service on June 20, 2011 at 4:00pm, when I was advised I needed to bring my purchase back to the store and speak with a store manager. When I asked why a used product was placed back on a store shelf for sale if it was used I was told “we do not check returned items”. | |
| lloyd kerschner | 6/15/11 |
| customer service is a joke at best. I ordered parts for my mower deck on june 1 and it is now june 15. I have been given every reason/excuse on why it is not been filled. I will not be shopping at sears again. | |
| | 6/16/11 |
Dear Sir I like many of your Mens Wear customers have been buying your dress shirts with the name " David Taylor " . The quality and style was the best for white long sleeve shirts anywhere . The white with white stripes was the best . I have noticed as of late you have changed to a simular brand and look . But the quality and fit is not the same , and the thickness is sub standard . If you have to charge more to bring back the david Taylor dress shirts, most Men appriciate its quality and fit . Charge a few dollars more if you have to , this new brand you have now is a cheap knock off. Stick to the old saying , " If it is not broken don't fix it " . Maintain your standards but also have quality and selection . Best Regards Your Mens Wear Customers | |
| J. DeFalco | 6/16/11 |
| The handle on my Sears Kenmore refrigerator broke. I called the Sears parts line and ordered a replacement handle. I also ordered four of the small screws that held it. An hour later I received the email invoice and found the four small screws were $6.04 each. I called to cancel the screws but was told they would not cancel the order and the screws were not returnable. The moral, don’t get “screwed “by Sears. | |
| Diania lara | 6/16/11 |
| Aprox. 4 years ago I took my lawn mower to Sears east in Wichita for a tune up.......two weeks later I got a call stating that its ready. When I started up the mower at home, it started smoking....immediatly I checked the oil, to find out it didn't have oil in it!! The store made everything right and there seemed to be no problems with it later....but what a hassle to take it back and wait again....Recently on May 31st, I brought the same mower in to the West Mall Sears in Wichita. My back wheel needed fixed...it was loose and I couldn't get to the screw to tighten it....The repair unit said it would be a minimum of $35 to fix that.....They did not show me the expected date of 30 days or I would have taken it somewhere else to be fixed.....10 days out I called to check on my mower, Sears said I could call them directly at this #816-245-5082 They said that they haven't even looked at it yet!! so I complained...Today 18 days later I call to check the statis and they said they were waiting for my estimate approval of $89....No one called me to get an approval!!! I turned down the estimate because they were doing stuff to my mower I didn't want. I just wanted my wheel tightened!! Now my grass is knee high and I'm getting back a mower with a broken wheel!! The customer care even stated that it shows no one tried to call me about the estimate.....I have always bought my mowers from sears....but now I will think twice before choosing sears products and services..... | |
| james c williams | 6/16/11 |
| I PURCHASED A CARRIER AIR UNIT IN MAY.IT ONLY RAN 2 WEEKS BEFORE IT HAD TO BE GASED UP DUE TO A BAD PART. AFTER MANY UNANSWERED CALLS,I,M WRITING TO THE CORPORATE HEADQUARTERS FOR HELP .IT ONLY TOOK ONE WEEK FROM PURCHASE TO INSTALL. A CALL FROM YOUR SERVICE PROVIDERS WOULD HAVE MADE ME FEEL LIKE I WAS A IMPORTANT CUSTOMER. PLEASE HELP ME GET A SERVICEMAN TO MY HOUSE. THANKS IN ADVANCE FOR YOUR HELP. JW | |
| Patty Rich | 6/16/11 |
| We purchased a whirlpool duet washer and dryer in May of 2010, I had a service call on January of 2011 was told the washer is just loud and that because I have it in the garage the water temerature could not be controlled due to the cold weather..OK now I had a service call on 6-7-11 the tech said he had to order a part would be cack on 6-15-11 to install it.. Different tech on 6-15-11 did not give us his name and after he left the washer still gave me the same error code as before. I called to get him back and was told they could not get to me until 6-20-11 I said no way he just left and the washer still is not working the girl named Cass lied to me and said someone would be here on 6-16-11 between 1 and 5, at 5:15pm no has called or shone up, I call again and am told that the appointment was set for Monday 6-20-11 between 1 and 5 why did they not call me ?????I have purchased from Sears for 43 years but I do believe I have made my last purchase I paid good mone bought the warranty in good faith and they have done nothing but lie and give me the run around....Shame on you and you may remember the customer is the only reason you are in business and that may not last much longer, people are sick of being treated b adly | |
| Rebecca Williams | 6/16/11 |
| We will no longer purchase "Anything" from Sears. I am very disappointed in your appliances as well as your Service Dept. You have very good servicemen but you do not have enoughnor do you have a good routing system, however you do have many many phone representitives that say the same thing over and over and over. Why don't they just be honest and say....."WE DON'T GIVE A CRAP" it is our way or No Way !! Wake up Sears....treat your customers right and you will have return customers. Rebecca Williams Cleveland, Alabama | |
| wendy schlack | 6/17/11 |
| i am very up set i bought a frig and sweeper they both dont work my frig went out last night my food thawed out when i called they cant come look at it till 27th my food not going to even last over night along with wks they dont care of the customers at all 513-615-9719 i just got that frig in jen un real i will not trust sears again? | |
| | 6/18/11 |
| To whom it may concern: I am writing this note in great disappointment and anger with the Sears establishment for lack of professional services. We recently were given an authorization for a replacement of a wall unit air contioner that died on us last August, 2010. With many service calls, it was determined that it could not be reparied, therefore, a replacement was ordered with a specific amount of money for the replacement. This all happen last August when all models on the floor were all sold-out or they were not placing any new one until next season. Any way, we held off on making our selection until Spring of 2011. It was April 25 that we made another selection sold to be installed. It was later decided that the model was not the proper size to fit the hold in the wall. We went to a large size and a greater BTU. Now, the problem with the installation. To this date, we have not had an installation. We have been assigned different case managers, all of whom were very nice people, but was made promises that have not been kept. We made numerous calls and was place on hold as long as 30 minutes waiting to get some help, to no avail. We continued to make calls back and forth to the Sears Store and back to Sears National Installation office. No solution. What does one do when you are put into a situation like this one. I have lost confidence in the Sears services center that is suppose to help you in time of need. Will someone please help us get this problem resolved. If there is anybody out there who reads this note and can help us get our air conditioner installed ASAP, please contact mitchmax21@comcast.net Ed Mitachell 21 Brandon Rd. East Hartford, CT 06118 | |
| Alan Woolf | 6/19/11 |
| My microwave broke on 3/25/2011. I had an extended warrant and I am still waiting for my replacement. Sure seems they are trying to give me so much grief I will just give up. | |
| c kinworthy | 6/19/11 |
| Posting this but not sure who reads. I don't think Corporate has time or they would have read the others. DO NOT EVER ORDER ROOFING FROM SEARS. HAD A SALESMAN OUT TO ESTIMATE NEEDS FOR THE ROOF. TOLD THE ROOF WOULD BE IN PLACE IN TWO TO THREE WEEKS. STILL SITTING IN THE DRIVWAY. DELIVERED ON JUNE 10. ROOFER SAYS HE CAN'T SEE THE SALESMAN GO THAT NUMBER WRONG BECAUSE IT IS NOT NEAR ENOUGH AND NOW THEY WANT TO CHARGE MORE. ALOT MORE! WE HAD OTHER ESTIMATES THAT WERE AT LEAST $2000, BELOW BUT WENT WITH SEARS 12,000 FOR THE FUTURE. THEY ARE NUTS. WHAT IS THE PROBLEM SEARS????? | |
| Barbara Shafer | 6/20/11 |
| I'd give Sears customer service -10 stars if I could. We just spent $30,000 on our kitchen and although the workmanship was excellent, the customer service support was terrible every step of the way. These people do not communicate, they don't return phone calls and dealing with them has been a nightmare. We had several problems with scheduling and getting things repaired (these are brand new things). They screwed up the scheduling on several things and when I tried to get support to get things fixed, I had to scream and yell to finally get anything done. Your customer support people need a course in what "customer service" means - the most important thing is managing your customer's expectations and this means communicating. I would never use Sears for another home improvement job and I don't think I'd ever buy another appliance through Sears since what I've heard from other people, this is not new. | |
| Susan Blaeser | 6/7/11 |
| I wish this site had less than one star as a rating opiotn. I called Sears for service on an oven I purchased there several years ago. Seven days later, the tech came out to "diagnose" the problem (broke glass -- which I had diagnosed before calling them). The part was ordered and another visit scheduled. No one showed up or called to cancel. Despite confirming this listed as a scheduled service call they did not actually put it on anyone's schedule (except mine). Now I am at the back of the line again - 2 more weeks until they will schedule the appointment with no actual guarantee that they will show up then. In the meanwhile - for a full month, I have no oven and they have no interest in providing service. | |
| Linda Apelons | 6/7/11 |
| The absolute worst customer service experience I have ever encountered. I intend to follow-up and send a "detailed" letter describing my nightmare. Four (4) "No Show" service call appointments - seriously!! You would think that a representative from the service repair department would have called me "live" to discuss the matter - instead they hide behind a auto generated recorded telephone message!!! I will never buy shop Sears again!! My refrigerator stopped working on May 27th - they now expect me to wait until June 18th!!! | |
| John Walsh | 6/7/11 |
| In 2009, Sears joined Wal-Mart in opening its online marketplace to third-party sellers. This means they take your money,place your order, then it is up to you to deal with the third party when they do not preform. No refunds or cancellation if the product is not delivered. Boycott all Sears and let the store managers know why. | |
| Vincent T De blaze | 5/24/11 |
| Sears currently has a big sale on washers and dryers that runs thru Memorial Day. Our washer went out on Saturday and so we decided to buy a Sears product after considerable research. We were told the product would come from Chicago and we live approx 300 miles away. I told our sales person that I would have to see if it fit in space we had. The next day we went to see that same sales person and as a surprise to my wife I also ordered a matching dryer: although our dryer is in working order. We"ll we were both in for a bigger surprise to learn that it would TWO WEEKS before we would get what we ordered. Why would you advertise such a 30% off sale when you can't deliver the product in a reasonable period? If I have a blow out on a tire I need it today or within a reasonable time period. I have discussed this with my neighbors only to find out that they have experienced similar disappointments. We were prepared to spend more than$1200 but I'm thru with Sears. It is easy to see Whjy Sears is no longer at the top of the retail list. I talked to the Store Manager and to Corp Sears Customer Service and got Sympathy. I don't need Sympathy I need a Washer. Please excuse the misnomer Customer Service | |
| anthony barone | 5/31/11 |
| The worst customer service i have ever experienced in my life. Dozens of calls, lines dropping, on line chat wrong. Still waiting. sears my sell well. but it does not service the products it sells. the executives responsible for service should be fired. | |
| R and K, Vermont | 5/31/11 |
| Sears is AWFUL. Ordered product 5/2/11. Was never informed it was back ordered, cancelled the item 5/17/11, STILL waiting 5/31/11 for Sears to issue me a credit to my credit card. Truly an example of big business gone BAD. | |
| jmsgk | 5/31/11 |
| RATING 0-. I could go through the long process that has yet to provide us with the 6 deepcycle batteries that we ordered from Sears at the cost of $1,400.00 off of their website after clicking the little box that says Sears Products Only. Between my husband and myself we have contacted Sears Meadowood Mall, Nv. phone #4 times, Sears Shipping and Warehouse, a man named Dan by email by phone . An employee named Pheobe by email and phone. I have emailed Customer Service. Each Time repeating all pertinate tracking numbers, order number, shipping confirmation numbers, dates of purchase, dates of delievery notice to their Meadowood Mall Store. Though the batteries were recieved at the Meadowood Mall Store per our request. I included our email address, our physical address, our phone number. The last communication with Dan was that the one battery will be sent to our home after all but we will have to locate the remaining 5 at their Store. We can not physically nor legally go through their shipping and recieving dept.. Nor will we even try. UPS has already confirmed the return of the batteries to their warehouse. My husband just today May 31st/2011 called again to the Meadowood Mall Store and spoke to someone in the sshipping and recieving department(m a man nmaed Mike, he says he will call us back but if he does not or we get another runaround I am calling Better Business, the Police Department, the District Attorney`s Office. I am wriitting Sears Corporate Headquarters to explain the extremlly poor service or theft of said batteries. | |
| Deb Stevenson | 6/1/11 |
| All - I did attempt to allow Sears to resolve my issue. If you would all like to see the level of competence at this organization, please read the response I received from them. All I wanted was an explanation why they confirmed my order, gave me a delivery timeframe ten called me 1 hr before the delivery window to tell me the item was not in stock...didn't they know this when the called me the night before to provide my delivery timeframe? I'd give them a negative #, but it does't allow! Good Morning Debra, Thank you for contacting Sears.com regarding your order status on Order # 232892908. We appreciate your business with Sears.com. We at Sears understand that you wish to know about the delivery date for your order. I apologize for the trouble you are facing with your order. Debra, after reviewing your account information , I can see that you have placed the order on 05/13/11 for "Brand 9 Queen Foundation Only" and "Mattress Queen Federation EuroTop Select Plush" item on your order and the delivery date for this order is 06/01/11. I apologize for the trouble you are facing with the delivery of your order. I hope your issue will be resolved without any hassles. If you need further assistance please email, click to chat on our site or phone us at the number listed below. We want you to know that we understand and will be here to help you. Please let us know if we can be of any further assistance. We hope that you will continue to make Sears your choice for future purchases. We're here to make everything easier. Take our survey to tell us how we're doing. We thank you for your patience and cooperation. We are here for you! Make sure you are registered at sears.com for emails, so we can stay in touch! Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok. Shop at www.sears.com now to pick up great products for the season. Sincerely, Lewis K. (akumar4) | |
| | 6/2/11 |
| I dont think that anyone reads this or will reply lol this means that you all have to stop shopping or any other businesses with sears because they are CRAP ! | |
| P. H. Allen | 6/2/11 |
| Within the last year I have brought 2 refrigerators, a Garbage Disposal, a Washer and Dryer set, and a vacumm cleaner from Sears. We have had numerous repairmen to repair these new items. To no avail we have had problems with each. Most recently we had the vacumm cleaner serviced because it was not picking up and the dirt it was picking up was being spit back out on to the floor. It was repaired by Sears and it took aproximately a month. When we got it back, it were having the same original problem. We took the machine back and put a piece of colored soil in the machine to see if it was really being repaired. It took another month for the vacumm to be repaired again. The same colored dirt was still in the machine as we had placed it. They had not even bothered to look at it or try to repair it. After being with out a vacumm cleaner for 2 months, I went to Best Buy and purchased a Dyson Vacumn Cleaner. After over 20 years of being a customer, I will no longer give my money or time on Sears Products or Sears Stores again. My Dyson Vacumm Cleaner was the best Product for the money that I have spent. I love It and I love Best Buy! | |
| Sean Hearn | 6/3/11 |
| Sears needs to be closed up and the folks working in their Service Departments should be blamed. They have been rude from day 1. I bought a pressure washer that has never worked correctly, dropped it off for repair and found out it has a cracked block. They told me it was within the warranty time, then it wasn'tbecause it didn't make it to the third party service place until after the warranty expired. Then I get the run around from in-store people (on the phone, nobody knows anything, I end up with in a third world Country service phone bank that tells me to call the same number I called and got them. Sears, third party service vendors don't care about your customers!!! Don't buy ANYTHING from the Hunt Valley, MD store. Home Depot, Target, Best Buy and Lowes are right around the corner. In closing I finally talked to a gentlemen named Darren, that actually works directly for Sears. Sears is not going to give me a new pressure washer, but he did offer a $300.00 credit on future purchases. Once bitten, twice shy??? | |
| Robin Miller | 6/3/11 |
| I just got off the phone with their service dept. I got a call 2 hours before my repair appt for my range, the oven is not working, to reschedule my appt. I told them I could not reschedule my appt due to alreay taking time off of work and besides the fact that I'm without a stove. I can't cook for my family. I was told there is nothing that they could do and that I would have to reschedule for Monday, 3 days later. I will not be buying anything from Sears or Kmart again. They have lost a custmer, we buy everything from them. | |
| | 6/3/11 |
| I purchased a home heating/cooling system in Dec 2010. The installer did not show up on the schedule day for the installation. After spending the entire day waiting, I called the installer; only to find out that they were not going to be able to meet their commitment. Now as the days are starting to get hotter and hotter. I noticed that my new cooling system was not working properly (not maintaining a consistent cool temperature). I called on a Tuesday for warranty services, now its Friday. Three days later and 4 calls to customer service, I have not received a call back from anyone in the Sear chain of operations to ascertain the extent of the problem, (Oh!, did I say the temperature for the past 3 days in my location has been in the high nineties). The Carrier system I purchased is less than 5 months old. This is just the short version of the overall poor service I have received up and down he Sears chain. Needless to say after 30 yrs or more of loyalty, I will be taking my business elsewhere. | |
| Salma Crespo | 6/6/11 |
| The problem I see is that the people who answer the phones to set up appointment and service calls, etc... ARE NOT in the USA, they read everything they say, and if you ask a question that is not answered in the booklet that they are reading, they are lost and don't know what to say. These people are located indifferent countries all over the world. Some may not even know what we are talking about since they may not even be able to afford Sear's appliances! This is CHEAP LABOR that SEARS is paying, outsourcing jobs instead of employing qualified Americans in this country for a few more pennies!!!!!Until this changes, I will NEVER buy from SEARS again!!!!! | |
| B J Stalcup | 6/4/11 |
| Sears has lost my business. Last Sunday, May 29, I purchased a new Kenmore washing machine.It was delivered on the following Thursday. Today is June 4th and I have yet to get a load of laundry done. I have been much too busy mopping up water. This machine leaks, the hoses were installed incorrectly, hot to cold faucet and vice versa. I had to shut off the water coming into the house to stop it. The water has leeched under the wall behind the washer, to soak my bedroom carpet, plus the bathroom carpet which is next to the utility room, and under the laminate flooring my my kitchen. I called 2 800 numbers. Sears doesn't have any service in my community until Sunday and Thursdays! Finally, 2 men came, after I threatened to sue Sears for not living up to the contract which I had signed. The hoses were changed, the drain hose was pronounced ok; the men left. they did NOT push the washer back into place. I put in a load of cloths used to sop water and started the washer. The water was flowing like a creek! I called the local Sears store, got the runaround, again. They can't possibly get anyone here on Monday, not sure when someone can get here. I think the washer is flawed, not engineered correctly. I am still considering suing Sears for my carpeting and laminate floor damage. But Sears does NOT CARE. I suppose because they are a gigantick world-wide conglomerate, they do not worry about their small town customers, the very people who have always shopped and supported Sears. I truly hope Sears Corporate offce reads and tries to atone for their many sins of commission and omission. As previously stated, I WILL NO LONGER SHOPE AT SEARS! | |
| Gabe Arevalo | 6/6/11 |
| I will never purchase anything from Sears again! I purchased a service agreement for my side-by side refrigerator from Sears. These agreements are complete garbage. So far, they have been out 5 times, installed $1,600 worth of parts, and spent over 20 hours attempting to fix the refrigerator. I have made several calls to customer service/solutions department to try to get a reasonable resolution to this problem, with zero results, other than wasting my time. These people have literally spent thousands of dollars on failed repair attempts, rather than condemning the appliance, for a $300 store credit. The people running this company must have miserably failed the "Smart Business Decisions 101" course! If you want good customer service go to Lowes or Costco. If you love to deal with morons, and get the run around, go to Sears. | |
| Mr. SAP | 6/6/11 |
| To: Sears Legitimate Management perspective level. Dear Sir or Madam: Negative Experience with Sears that I would like to invite your attention To conducting an investigation on SEARS Store number B-02523 in Tewksbury, Massachusetts, on May 23,2011 at Approximately 1:45PM, I went there to return some cloths with the Sears perspective receipt. At that point, I spoke with one of the sale. She was serving me to process the return. She scanned the tag of the cloth and pant and told me that the item cannot be accept because her store has not carry the such merchandise. At that point I asked her to confirm . She then said yes can't be accept because store don't carry these items. I felt that I bought it from SEARS Store and in previous case I had returned something with official SEARS Store receipt without trouble and plus I felt that I had travel a long way just to return the items that not fit for my brother. I then asked the sale lady to speak with the manager just to confirm the correct information before I have to travel to Nashua, NH Sears Store. She then developed and rude manner and aggravating then said in extremely Hight tone that" Are you calling me lier", I then said I did not say a word, you say all of this to yourself. I then asked for her name then She response in high tone" No, I don't have to give you my name". At this point I said, as a customer I will report this case to the Corp Office. The sale lady then told me her name PATTY. I said thank you and I told her that may is SAM and offer to shake her then she turned away ignored in de-grace remark. She also said the manager was at lunch and the store manager was not available. I was waiting and PATTY was spoke with the manager. In approximately 15 minutes The lady manager came and explained to of the policy. I was appreciated of the information. But what I will mouth to mouth in the business community and neighborhood community that this SEARS B-02523 is discrimination again race instead helping customer the Sale lady was disgrace and aggravating against customer. A lady manager that don't provide her name also said " the sale lady does has to tell you her name and all this happened I was not here" I said my son was here with me as a witness and he heard it all. PATTY yelled out” 11 years old would not know a thing” As a SEARS CUSTOMER, I know that all business discrimination law including Sears Standard operation procedure is not discriminate again race etc, and your perspective business out there to conduct a legitimate sale with courtesy. How do you feel, if they treating one of your family member that way? and also ruin SEARS Business because one or two employee did this to destroy the spirit of SEARS Department Store. There were many Sears customers have heard the commotion when this happen. My 11 years old son also has heard this and he also told me that he will write this case in the FACE BOOK and Mass Media to be heard to hight channel. I would like to hear from you of your legitimate action to help your employee in dealing with customer, she need help we do not want to victimize by race in the consumer business and who might be the next victim then what will be cost the business owner. As you know this will be good benefit for your company and all perspective Sears customers. I explain to my son that he does has to post it on FACE BOOK, we will expected to hear from their Superior for legitimate action. Please imagine that, event 11 years old would noted that she acting as discriminating. We should not let the young generation to note the discrimination in American spirit as of today we stand and united, we should stand united and support and influent our child to stand for and support our constitution. Kindly investigate this matter and I will fully cooperation with you all the ways. Sincerely Yours, Mr.Sap | |
| Mr. SAP | 6/6/11 |
Dear Sir or Madam: Negative Experience with Sears that I would like to invite your attention to conducting a investigation on SEARS Store number B-02523 in Tewksbury, Massachusetts, on May 23,2011 at Approximately 1:45PM, I went there to return some cloths with the Sears perspective receipt. At that point, I spoke with one of the sale. She was serving me to process the return. She scanned the tag of the cloth and pant and told me that the item cannot be accept because her store has not carry the such merchandise. At that point I asked her to confirm . She then said yes can't be accept because store don't carry these items. I felt that I bought it from SEARS Store and in previous case I had returned something with official SEARS Store receipt without trouble and plus I felt that I had travel a long way just to return the items that not fit for my brother. I then asked the sale lady to speak with the manager just to confirm the correct information before I have to travel to Nashua, NH Sears Store. She then developed and rude manner and aggravating then said in extremely Hight tone that" Are you calling me lier", I then said I did not say a word, you say all of this to yourself. I then asked for her name then She response in high tone" No, I don't have to give you my name". At this point I said, as a customer I will report this case to the Corp Office. The sale lady then told me her name PATTY. I said thank you and I told her that may is SAM and offer to shake her then she turned away ignored in de-grace remark. She also said the manager was at lunch and the store manager was not available. I was waiting and PATTY was spoke with the manager. In approximately 15 minutes The lady manager came and explained to of the policy. I was appreciated of the information. But what I will mouth to mouth in the business community and neighborhood community that this SEARS B-02523 is discrimination against race instead helping customer the Sale lady was disgrace and aggravated again customer. The lady manager that don't provide her name also said " the sale lady does has to tell you her name and all this happened I was not here" I said my son was here with me as a witness and he heard it all. PATTY yelled out” 11 years old would not know a thing” As a SEARS CUSTOMER, I know that all business discrimination law including Sears Standard operation procedure is not discriminate again race etc, and your perspective business out there to conduct a legitimate sale with courtesy. How do you feel, if they treating one of your family member that way? and also ruin SEARS Business because one or two employee did this to destroy the spirit of SEARS Department Store. There were many Sears customers have heard the commotion when this happen. My 11 years old son also has heard this and he also told me that he will write this case in the FACE BOOK and Mass Media to be heard to hight channel. I would like to hear from you of your legitimate action to help your employee in dealing with customer, she need help we do not want to victimize by race in the consumer business and who might be the next victim then what will be cost the business owner. As you know this will be good benefit for your company and all perspective Sears customers. I explain to my son that he does has to post it on FACE BOOK, we will expected to hear from their superior for legitimate action who must accountable for he or her employees in the scope of their liability to the public. Please imagine that, event 11 years old would noted that she acting as discriminating. We should not let the young generation to note the discrimination in American spirit as of today we stand and united then causing their psychological remark, we should stand united in supporting with morality to influent our child to stand for and support our constitution. Kindly investigate this matter by whom will accountable for, and I will fully cooperating with you all the ways. Sincerely Yours, Mr.Sap | |
| Angeline Cary | 5/24/11 |
| The repair service center is completely lacking. I purchased a Samsung refrigerator in Jan 2011 and it abruptly stopped working on May 21, 2011. I called the repair center to schedule a repair and was given the date of Tuesday May 24, between the hours of 1 and 5 (4 days...not acceptable). Here I am on Tuesday May 24 at 5:04 pm and I have just gotten off the phone with the repair department who has told me that my repair had to be rescheduled and given no reason (really not acceptable). I also must add that I requested a supervisor and he was of no help what so ever, he just told me that it is beyond his control and I need to reschedule. I have 3 children, one of whom is a special needs infant and I have no refrigerator!!!! Is this acceptable for anyones standards? Sears has totally dropped the ball. Only shop there if you want to be let down | |
| Rachel Jaegly | 5/25/11 |
| First the only reason there is one star is becaue that was the lowest I could go. I purchased a Craftsman lawn tractor 42" new several years ago. WHen it was dropped off the delivery man was angry took it off the truck and said here you go it is all yours, never serving like it should have been done. Within one week I had to have the tires and the battery repaired which at first I was told " Not covered under warranty" The service man was nice and did fix the machine. However later that summer I again had to have it repaired and low and behold "Not covered". This lawn tractor has been repaired at least once a year if not twice. by a professionial that will not even deal with Sears warranties because they cannot get their money. It again has broken down less that one year since it's last repairs. I was going to buy a stove and refrigerator from Sears. I will go elsewhere now. I want the lemon replaced or at least 2/3 of my money back. I am disgusted with a company that used to be honest, loyal and up front with their customers. | |
| Crystal Wright | 5/25/11 |
| NIGHTMARE dealing with customer service after my oven broke just after a year. No shows with the repair guy, no callbacks when I was told 48 hours(muliple times) Called the corporate office and all was resolved in a matter of minutes. Appreciated the level of professionalism, courtesy and ethical business practices at the corporate level. Calling corporate changed my opinion of Sears and I would definately consider purchasing from them again in the future after talking to a corporate employee and having my issue resolved | |
| Nicole Anderson | 5/26/11 |
| Early April I e-mailed Sears,they didn't respond. Then I called to make an apt for an oil change and a flat tire. They ended up selling me a package deal of a oil change, tune up,blade change, plugs and then the tire. I payed 137.00. They wanted to charge me 95.00 just to come out to my house, if I did just the oil change and tire. Thats not including parts and labor. They asked me, what tire it was. I told them if your sitting on it, its the back right. OK ,Great, we can get out there Sat the 14th between 8am-12pm. Sat is here and they arrived arouund 830 am. He is in and out of the garage a few times. He then asked me what I want done with the tire. ? I want it fixed! Well heres the deal, I don't have a tire, so there is no sense to do the tune up and oil change if you cant drive. So he tells me to pay the bill, the parts will be delivered to my house. Once they arrive, I'm to call the # and tell them the parts are in and it need to be taken care of Urgently. OOHHH NOO, they say. We can't get you in until Sat the 21 between 8 am-12 pm. A few choice words later I had agreed with the time. Sat I wake up at 11 am,( work 3rd shift)no call or technician as of yet. So I called and told them the tech hasn't arrived and I need to go to a funeral. I will leave everything in the garage with the receipt. Have the tech call me when he is done OOhh NOO we cant do that, you'll have to reschedule. I said absolutly not! you need to finish this. No if ands or butts! Before I leave I called them, it was 12:10 pm. I told them they haven't shown up yet. They then tell me he's running late. FINE! Just make sure he gets the job done and calls me. He calls me later and said, he ordered the wrong tire, so he just put a tube in the tire. the the blade wasn't ordered either. So he had to take one from his truck. Which means what; He used an old one?? but everthing is done. fine , Good. Sunday rolls around I get out to mow. Start it it, great. Push the clutch in shifted it into reverse, doesn't move. Shifted it into fwrd, nothing. So I called and started some more choice words. Well sorry about that mam. but we won't beable to get you another apt till next week. WHY THE HELL DO I GET TO WAIT WHEN THEY BROKE MY MOWER!!! I haven't gotten any were with these people. My apt isn't until the 6th of June. Some thing will be done I plan on reporting this to a news station, possibly a lawyer. | |
| Elissa Campanella & Robert H. Anderson | 5/26/11 |
| Today we were treated with such disrespect by the Sears delivery/installation people (perhaps a contractor, but it is a Sears representative), that we will NEVER purchase another appliance from this company again. The saleswoman told us that "whatever it takes, they'll make you happy." Instead, they said they had too many deliveries and installations to finish the job! They yelled at us and left the washer and dryer in the middle of the floor and departed! We finished the job ourselves with the help of one of our tenants! We have NEVER been treated with such DISDAIN and DISRESPECT. This incident follows on the heels of a recent lousy delivery and installation experience from a treadmill we purchased through Sears (which worked for a month and then we had to wait for 6 weeks before it was repaired). Why would ANYONE want to do business with this company again??? Horrible, simply one of the worst experiences from ANY retailer we have EVER experienced! | |
| JACKIE HAMMONDS | 5/26/11 |
| my daughter took my car in for an oil change at sears in matteson il 3/20/11 she picked the car up the same day. on 3/30/11 on her way home from work that night around 11pm the car decreased in acceleration, started to make a loud noise and proceeded to smoke.she called me upset and scared I asked how close was she to home. when she told me I told her to take the car back to the auto center and I will pick her up there and I will bring the keys back to sears the next day cause the auto center was closed. I took the keys at 8am the next morning the asst. mgr ross new the car from when my daughter brought it in for the oil change. my daughter had to go to work that day so ross rented her a car i dropped her off at sears and ross took her to enterprise and told her they had to clean under the hood and do some work under the hood and that there may have been a leak that made the oil drain from the car. On 4/2/11 I got a call from the mgr Brian who told me what was wrong with my car that they found the oil plug missing and he put a claim in and i should find a place to take it to check the engine cause sears doesn't do engine work.The insurance company sedwick called the next week and Nicole who i was dealing with told me to take the car in so I took it to a dodge dealer since the car is a dodge, dodge recommeded replacing the short block assembly. The insurance comp denied the claim saying the problem wasn't from the oil but from normal wear and tear. I didn't agree with that cause i have spoken with a couple of mechanics just asked what would happen if you drive a car for 10 days with the oil plug missing they look at me crazy and say you are going to have engine problems. so I spoke with Eric at dodge and Nicole at sedwick on the phone Nicole told Eric what to do and what they are looking for. Eric did what she asked and the 2nd adjustor denied the claim again. I have made several calls to the corporate office and nothing has happen. Sedwick refuse to pay dodge for the work they did and dodge will not give me my car back so i have no car thats 700.00 plus dollars to put my car back together not to mention the 600.00 for rental car I started paying once they denied my claim the first time on 4/27/11 not sure how much a short block assemble(bottom of engine)cause. i will not be shopping at sears i will be cutting up my sears charge cards and my family will be doing the same. | |
| Donna Whedon | 5/27/11 |
| Yet another customer who shall NEVER AGAIN darken the doorway of Sears! How dare you treat people in such a fashion!! Thank goodness I caught on before any (real) harm was done. I called to make an appointment to have my dryer repaired. After several minutes "communicating" with your extremely annoying recording system, I was put in touch with an actual human being!(only because the appointment they wanted me to take was not convenient for me) I know it's the reps job to play 20 questions and become very forceful about having my washer inspected at the same time. The more I declined, the louder and faster she talked....NO!! I just want my dryer repaired!! Then it was explained to me that the $125.00 service call charge had to be paid whether I had the repair done or not. EXCUSE ME? The recording quoted a $65.00 service call charge. "I apologize for that, but...." BUT NOTHING! Cancel the appointment! She kept talking, I hung up. By the way, we called a local repair service who came out that very afternoon, charged $40.00 for the call, told my husband the repair was simple, gave him the part # and told him how to fix it. For your information, he USED to work at Sears but left because of the way they were treating customers. Good Luck to you and Kmart, you're gonna need it if you continue to do business in this fashion. | |
| Miguel Albarran | 5/28/11 |
| My wife and I purchased a riding lawnmower from Sear's located at Cumberland Mall in Georgia. After picking up the lawnmower I attempted to cut my lawn with it...all it did was sputter, smoke and the belt came off...WOW! I called SEARS and infromed them of the situation, the manager was apologetic and stated that she would have the mulch kit installed for me due to my wasted time. It took a week before they brought my replacement and the mulch kit was not installed as I was promised. I called SEARS and the manager did not return my call. I made contact with the sales person "Folana" and she gave me the Old "song and dance" routine stating if they have the time they would do it. They had the time to take my hard earned money without an issue but it seems that when it's they're turn to make things right they look the other way. My Grandfather was a SEARS fanatic back home in Waukegan, Illinois and swore by there products and they're staff...it's a shame how SEARS has gone down hill. | |
| Deepak Sabnis | 5/29/11 |
| I bought a GE refrigerator from Sears in August 2002. After the warranty expired, I bought a service contract from Sears and renewed it every year. On May 25, 2011, my refrigerator stopped working. I called Sears for service. They told mr that they could not send anyone till June 2nd. I could not wait that long. I made many more calls to plead with Sears to send a technician sooner or give me other options. No one stepped up to help. With my back to the wall, I had no option but to call a local appliance repair shop to come out and take a look. The local repair shop came out immediately and fixed my refrigerator. I called Sears to see if they will reimburse me for the cost of repair ($260.00). They told me that under the contract, "I did not have the luxury of getting a third party to fix my refrigerator" and they did not have any obligation to reimburse me. They also did not have any obligation to send a technician out in a timely manner to fix my refrigerator. SEARs sucks. I am taking my business elsewhere | |
| Walter Doyle Jr. | 5/20/11 |
| I bought a Husquavarna Lawn Tractor from Sears in the Fredonia N.Y store last August. I have had nothing but problems with this machine, Service Tech has been out 4 times since the purchase date and still my tractor does not work properly. I amvery disappointed with this purchase, which by the way was my Birthday gift to myself, considering the amount of time it was used, there is no way I should be having this many problems to date. I also purchased the extended warranty forthis tractorand cannot seem toget any results for the repair of such through the local Sears store. Your cooperation in resolving this issue would be greatly apppreciated. PS: My lawn looks like a hay field, and now I have to pay someone to mow it as I cannot do it myself as my tractor is out of commission, so in all fairness I think your corp[oration should pay this out of consideration for my loss. Walter Doyle Jr. | |
| Tamara Sutton | 5/20/11 |
| DO NOT BUY FROM SEARS AS THEIR CUSTOMER SERVICE IS THE WORST EVER! THEY MAKE YOU WAIT ALL DAY AND THEN RESCHEDULE YOU! THEY DO NOT CALL WHEN THEY SAY THEY WILL! IT IS ABSOLUTLEY RIDICULOUS!!! | |
| Deb Hallauer | 5/21/11 |
| We bought a double oven and the salesman knew it would be a tight fit and the installers would saw it and make it fit. She assured us that the installers would have the equipment to do that with them. The installers were to come on a Thursday. They called to schedule and said it may be as late as 8p. We said we could wait, and agreed on the following Tuesday. They brought the double ovens and said they are installers and not carpenters. They talked to their boss and decided they would come the next day and do it and they did. The lights turned on when they tried the stove but it did not heat. The installers told us to call the store and call repair, which we did. The repair person was not able to come out until Friday. The repair person came on Friday as promised. He said the 220 was not hooked on. The installers came back out on Saturday with their boss. When they installed it and moved it back they said the 220 came out. So we decide now to buy a induction stove top. We used the same sales person and told her the issues we had. She said she was very sorry and would do all the calling if something should Happy with this stove top. The stove top was delivered on Wednesday. It did not work. There was no heat. The sales person called and arranged for repair to come out on Friday. Friday the repair comes as promised. He did not know what was wrong and called the dealer. It was THEN we find out for an induction stove top you must use STAINLESS STEEL cookware. We called the Chapel Hill store in Ohio and talked to Scott, the mgr. He offers to put in a different stove top. We did not want that. Pay for the cookware and he said they can not do that. You sell some awesome products and have some real scandalous people working. I understand they work on commission only and do not want to tell you much more than you ask. I never thought about special cookware. Why do they tell their customers the installers will "make something fit". You had a good rep. Do you care enough to make this right with us? The install for the double oven was $249.99 They took off $75.00 Installation for the stove top was $149.00 Our cookware: $206.00 Sincerely, Bill and Deb Hallauer | |
| Anita McNutt | 5/23/11 |
| I have a sear kenmore washer and dryer and they came out three time since May of 2010 to fix it. It has broken down again and they want me to purchase a new warrent when the same thing keep broking or they say they will give me 10% off. Really do you believe that. I have always came to sears but after this no more. | |
| Hannah Barnes | 5/23/11 |
| I purchased an electric range from Sears on 5-19-2011, from the outlet store. I was charged for delivery, haul away, and was offered a weekend delivery date for another $10.00. I was not imformed that Sears decides according to their schedule when you receive delivery, not according to the schedule of the purchaser. When I discovered that the delivery time conflicted with my work schedule, I called the number left by the delivery department, for changing the delivery. As it turns out, they can only change the date, not the time. I was referred back to the store for an evening scheduled time, and was informed that there would be a fee for that. Well guess what Sears, that doesn't fly with me! I'll not be penalized for having a job, that's how I can afford to purchase your goods, which as it appears from the comments I've read on this site, they don't work as well as they use to, and it appears that you don't offer the one year warranty. So guess what I'll be calling the store, not for an evening delivery time, but for a refund of this purchases. It appears to me that with your incompetent automotive service; the poor quality of your clothing and shoes, and now you're selling appliances without warranties. Before you know it, you'll be going the way of Montgomery Wards, and by your own hand. Get with the program Sears, what do you take us for, these are bad times, and those of you merchants who choose this time in our economy to offer less instead of at least mainting the status quo, are asking for trouble. Good Reddens. I no longer have any reason to set foot in your stores. Hannah L. Barnes | |
| T | 5/23/11 |
| I purchased a treadmill on 12/30. I finally received the treadmill mid-March! It was a nightmare and I had to take off work THREE times for delivery. When I purchased it I specially stated what time I needed delivery after and they didn't seem to care about that! My friend purchased the HE washer, high end two years ago. Last week the washer gasket seem to twist during the wash cycle. She took her receipt to the store and indicated that the manufacturer said to come to the store. He looked at her and said, well what do you want me to do about it? SHE grabbed her receipt, went to another store and purchased elsewhere. These are only two of the problems with the store in our area and we have many more people who have complained. I can't imagine they will stay in business because they don't care! Tracey | |
| Angie Manuyag. amanuyag@roadrunner.com | 5/14/11 |
| I have been with sear for the last 15 years I buy a sear warranty every time it expires I have experienced the worst customer service with your company over the last year than any other company about service do your company think people have time to sit and wait for a person to show up hours later on appt that was scheduled without a courtesy call to let them know they will be late what the he'll kind of service is this your company is fast to call and try to get the money for the warranty but slow to let us know they are running behind what kind of service company are you running I was on the phone for about an hour still could not speck to a supervisor just to be told they could not promise me an exact time after making me wait almost 5 hours this is bull shit then after waiting a repairman call to let me know he is on his way over an hour later for his apt what kind of business are you guy running people should not have to waste a whole day waiting for your repair man to service them that is rude and very inconvenience. If there is another service company out here I will be looking so I can call or try to cancel my agreement with your company sears did have a good name for service but lately I wouldn't recommend it to anyone your service dept sucks sorry to sound so mean but I'm very pist off | |
| Char Kane | 5/16/11 |
| Woke up this morning to find that my refrigerator was pouring water out of it, had to go to work and leave the mess, called Sears Repair and was told they could not come out for 4 days, told the rep this was unacceptable as I have food thawing out and have no place to go with all my food, the girl said " there is nothing before then and I can't make a spot that is not there", I asked to talk with the Supervisor and was told " you don't need a supervisor, she is going to tell you the same thing. Finally able to get the supervisor Linetta who was extremely rude and said they same thing, no service call available for 4 days and was hung up on. I have purchased so many large Items from Sears and will never step foot in another Sears store again. I will be telling all of my friends about their lack of Customer service. In the mean time I threw about $150.00 worth of food away. Thank you Sears for your lack of compassion and service. | |
| Terry Williams | 5/17/11 |
| I called on Monday May 16,2011 for a service call on my Kenmore washer and I was asked what the problem was and told them about a burn smell and oil coming out from under the washer. The service person I spoke with set the service appointment up for the next day between 8am and 12pm,which was fine. I asked if the service technician would have the parts on hand to fix my washer and was told he would.The service person arrived as he said he would and within 15 minutes told me that my washer would need a new transmission and seal,which would cost me $529.42. I asked him if he was sure it was the transmission and without taking anything apart to check, he said it was the only thing that would cause oil to leak out from under the washer. However, he did not have one with him and he would have to orderone and it could take up to 7days to get one and he would have to come back. This is unacceptable, since when I first called in they were aware of the oil leaking out from under the washer from the very beginning that a transmission alone would be the cause of such a leak.A reasonable service department and service technician would and should know this and bring the proper part to fix the washer. Since oil leaking would mean the transmission was at fault as they knew from the start, I was out $140.61 for a service call and no resolution to my oil leaking washer.The service person taking the order and the service person getting the order should of made sure the proper part was on that truck for the repair,since they knew ahead of time what one of the possible problems was.So, if within 90 days of the date of this declined estimate I decide to have my washer repaired, I will get a $60.00 discount applied on the next visit towards any labor repair charges. This is not accepable to me and should not be to anyone else. I called the Corporate office to voice my concerns and was told they would get back to me on Friday May 20th.2011 after all of the paper work came arcoss and a resolution will be determined after they have a chance to go over the paper work. I will write back to let everyone know of the outcome of this situation, and I will tell you that if not to my satisfaction-the Local Media and National Media will be contacted. Sincerely, Terry Williams | |
| ramon ortiz ( Jackie Hammonds claim # 1104015050) | 5/18/11 |
| I can not beleive my ears, I have a friend that went to seats automotive center for an oil change and Sears forgot to put the oil plug back on the pan. She drove the car with no oil for a two weeks. Sears accept the actions but will not repair the engine because due to the report nothing is wrong with the engine and to top it off, Sears has the car disassebled but will not put the car back. Sorry but I dont care how new or old a car is, if you drive it with out oil it will put a strain on the engine. I will continue to inform people how horrible Sears service is and how Sears refuses to assist my friend. She has been using other peoples cars just to make it to work. Sears should be embarraced | |
| Ella Alexander | 5/18/11 |
| In October of 2010 I renewed my warranty on my Refrigerator and my washer. When I moved this year, all of a sudden they can't find my information anywhere in their system. I will make one personal appearance in the store, then I am taking them to court if I don't get any answers. Won't ever shop at Sears AGAIN. | |
| arne rice | 5/19/11 |
| no one can help me find a tire or a repair service to get a tire , everyone keeps passing the buck i start with your store they conect me with someone else then another , then another who trys to send me back to the 1st store in which no-one could help me, your customer help is horrible as evryone has told me and as everyone here has written , you allow the internet to help but it can not, your reputation seems to be going down hill when it used to be the place to go to get answer's, I'm selling all my sears crap and spreading the word to your horrible help and lack of desire in wanting to help, have left a message before and no response, so it tells me you do not give a SH$#T, and I will no longer step foot into your store | |
| Debbie Locklear | 5/13/11 |
| Recently I purchased an electric range at a local Sears store. I've been purchasing items and appliances for more than 20 years. Recently, I purchased an electric range that was on sale. This stove had been previously purchased and the buyer returned it. The manager told me that the stove had been repaired. He asked me if I wanted them to deliver it and I said no because we would take it home on the truck. I was not show how to operate this appliance, was not offered an extended warranty although I was told the stove was new, and the manager did not explain store policy regarding delivery. After purchasing the item, I went outside and a worker had put the appliance on the back of the truck and placed a box over it. I asked if he was going to tie it down and he said to just "drive slow." Well, we drove slow and about 3 mile down the road the wind got beneath the box and lifted the appliance out of the truck and sent it sailing down the road. The appliance cannot be repaired. I called the manage to report the problem and was told that it was my problem because we took the stove home in our truck. I explained that he did not tell me about store policy and failed to mention that they did not tie appliances down. He told me he didn't want to get "ugly with me". He also stated that he sees this all the time. He offered nothing. I have talked with several departments but have gotten nowhere. I even called corporate and got nowhere either. The store manager called me on 5/11/11 and told me that he had told several people my "sad story." He told me that if I came back to his store he would let me get another stove at half off. What about the money that I have already spent. I don't need anyone to get ugly with me or tell my sad story. I want this matter resolved. I guess my next move will be to contact the better business bureau and go ahead and let my attorney handle the case. What are my feelings in this matter? I feel sorry for those other customers who have experienced the same problem. Will I buy from this store again? No! Will I cut my ties to Sears? Yes! Who will serve me better? Lowes! | |
| Debbie Locklear | 5/13/11 |
| Recently I purchased an electric range at a local Sears store in Lumberton, NC. I've been purchasing items and appliances for more than 20 years. Recently, I purchased an electric range that was on sale. This stove had been previously purchased and the buyer returned it. The manager told me that the stove had been repaired. He asked me if I wanted them to deliver it and I said no because we would take it home on the truck. I was not shown how to operate this appliance, was not offered an extended warranty although I was told the stove was new, and the manager did not explain store policy regarding delivery. After purchasing the item, I went outside and a worker had put the appliance on the back of the truck and placed a box over it. I asked if he was going to tie it down and he said to just "drive slow." Well, we drove slow and about 3 miles down the road the wind got beneath the box and lifted the appliance out of the truck and sent it sailing down the road. The appliance cannot be repaired. I called the manager to report the problem and was told that it was my problem because we took the stove home in our truck. I explained that he did not tell me about store policy and failed to mention that they did not tie appliances down. If I had known this I would have left the stove there. He told me he didn't want to get "ugly with me". He also stated that he sees this "all the time." He offered nothing. I have talked with several departments but have gotten nowhere. I even called corporate and got nowhere either. The store manager called me on 5/11/11 and told me that he had told several people my "sad story." He told me that if I came back to his store he would let me get another stove at half off. What about the money that I have already spent. I don't need anyone to get ugly with me or tell my sad story. I want this matter resolved. I guess my next move will be to contact the better business bureau on Monday and go ahead and let my attorney handle the case. What are my feelings in this matter? I feel sorry for those other customers who have experienced the same problem. Will I buy from this store again? No! Will I cut my ties with Sears? Yes! Who will serve me better? Lowes! Who will I tell? All my friends and family who shop there. Guess what? Facebook friends would love to read my story. This could be told all over the world. | |
| Michael Magee | 5/12/11 |
| Ever since Sears bought Kmart I've noticed the quality of their merchandise drop off. Its sad. I was hoping that it would simply make Craftsman products easier to buy because they would be available at Kmarts too. It seems like Sears standards dropped to the old Kmart level instead. I just bought a new lawn tractor and some accessories. When compared with the quality of my older tractor; the new one is junk. I've had similar experiences with other Sears products. I'm disappointed. I really liked Sears but can no longer trust their products or after sales service. I have to laugh because they keep running a video in the lawn/garden department that knocks Home Depot and Lowes. With the quality of their products they are forcing many longtime customers to take our business to those stores. Sears is now at the bottom of my list and it will be very difficult for me to buy anything from them, even if they are the last remaining place to carry something I need. | |
| Dee C. Georgia | 5/12/11 |
| Purchased new steam washer & dryer set and Sears brought them out & installed them. About two months later my laundry room was flooded, we checked & tightened hoses but it flooded again. Called Sears and the technician could not find the problem and he tighten & checked the hoses. Flooded again and the same thing happened again. My husband finally had to find the problem and replace a faulty hose. Did not realize the damage the water had done under the floor until months later. They refused to pay for the damage because we did not have the hose for Whirpool to inspect. They outsource their complaints and do not have to deal with their own customers. Sears does not care about their reputation or their customers anymore and that was the last thing they had going for them. We always bought Sears appliances because of their service & reputation but never again. I can get them cheaper and call a better technician next time. All the water damage cost us a lot of morey to replace floors and walls in my home. | |
| Jose Delgado | 5/12/11 |
| My Dad Jose had purchase a water heater early 2011, the pilot doesn't work right so we had called Sears so many times and they do come out but the problem is still there. They finally gave us an appointment first week of May to come and replace it for a new one since it is still under warranty which they said they would be here between 8am and 5pm but they never came and didn't even bothered to call to let us know until my Dad call to find out what was going on but of course they just gave us excuses. After all that they gave us another appointment for Wednesday 5-12 between 8am-12pm but they called and cancelled. They said they had no technician, I was pretty angry because you would think they have more then one techincian and the two guys I talked to weren't any help at all. Again a new appointment was made for next Monday 5-16 (again another week with cold water) My parents are older people and I don't think is fair that they have to wait another week and keep taking showers with cold water. At this point i feel that Sears don't care so they lost us as customers because I guarantee that we will never shop at Sears never again.... I'm sure they could make an exception and send someone to take care of this ASAP but they just don't want to. | |
| Andrew Bartley | 5/6/11 |
| About 9 years ago my mother and I purchased a silver chain from you store in Troy, Mi located in the Oakland Mall. The chain being silver was between $199-299 in price. This was purchased as a sentimental gift for me for showing my mother her first wild Bald Eagle. With the purchase of the chain she also purchased a Bald Eagle pendant to be put on the chain for me. On two of the links it says ITALY 925 and it also says ITALY 925 on the lobster claw link, meaning the chain is silver and not anything else. I know that silver has to have other metals in it to strengthen it like copper. Which brings me to my problem, About 4 years after we purchased it I was wearing the chain to a nascar race and there was an accident right in front of the seats I was seating in. Oil and Tar went everywhere in the crowd, including on my chain. I had no idea how to get it off for years, because I didn't want to harm the chain, until a year later. A buddy I was working with at the time said he had a jewelry buffing machine and he would buff it out no problem. Words couldn't express how happy I was hearing he could clean it. After about ten minutes he came back to me and said " I hate to tell you this, but this is not silver it's copper. I didn't believe him one bit, I just thought he burnt the silver and I kept the chain in my drawer until a week ago. I was bound and determined to have this chain cleaned no matter what the price and have the burnt area's fixed, it meant to much to me to have it sitting in my drawer. So I took it to a well known jewelry place in my area and the told me in order for them to buff it and polish it, I would have to take Tarnex for jewelry to it. They said fill a bowl with the Tarnex put the chain in there for only 5 to 10 seconds and take a jewelry cleaning cloth and take the oil and tar off and it worked beautifully. I took it back up to them and they were going to buff it clean and polish it and fix the burn marks for me and then they quoted me a price. Well I received a phone call from them today and they told me the worst news I could possibly hear about the chain. They said "I am very sorry to inform you but the chain is COPPER not SILVER like you thought. It was only silver plated." To say the least I am furious!!! If it says on the chain in three different places ITALY 925 and my mother spent in between $199-299 for a SILVER chain not a COPPER one. I called the store today and spoke to a very nice lady at first and told her this whole story and she asked if I had the receipt which after 9 years I told her no, she kind of chuckled and said well you can't prove that you bought it here and even if you could we have only a 30 day return policy. She also said that after I had oil and tar on it and took Tarnex to it that can ruin a chain so there is no point on calling corporate about this, because they will say the same thing. Tarnex for jewelry doesn't take off 92% of silver if it did take any silver off at all!!! So who ever reads these reviews they can read this also, this will be on twitter everyday, on facebook everyday and anywhere else I can publicly write this everyday to tell people not to buy jewelry from Sears because it's more then likely fake. So if anybody wants to reach me about this problem they can at abartleyphotography@yahoo.com. Thank you very much for your time. | |
| Cherry Ann Baptiste | 5/9/11 |
| Sears needs to ensure that the traing received by associates who call customers requesting them to renew repair services / insurance is extended to associates working in the service and appointment making ares. | |
| Sonia firmin | 5/9/11 |
| I have always had sears appliances, but never again. I was scheduled for service on my washer, I waited all day and was told at 5 pm that I had to reschedule. sears is absolutely the worst vendor servicing our military installations. my warranty is not worth the paper it is written on. | |
| Stephen TIek | 5/10/11 |
| Truly disappointed with the lack of service. On 30 April 11 I purchased a new (not used or refurbrished)Kennomre Elite dishwasher. It was installed 5 May 11 by a "certified" installer and once completed, a short tesat run was conducted and it ran fine. Not even 30 minutes later the diswasher refused to work and all it does is beep and flash the compete light. I tried to call customer service to see what could be done and got diconnected twice and redirected to the wrong place numeorus times due to the customer support people's lack of understaning of the english language. FInally when i got to the righ tpeople i was told the soonest a repair tech g could come to fix my brand new diswasher woudl be this Saturday, 14 May 11. Last evening I get a message left saying i had to reschedule this repair because no one was available to fix this that day. Another round about phone call with the non-english speaking customer service reps left me with a new appointment plus having the tech spam me with offers for other services. This is totally unacceptable and Sears has lost another customer because of this. This is leaving me with serious dubts if this repair tech will even be able to fix this problem. | |
| Tom E. | 5/9/11 |
| What a JOKE! I doubt this will get any action or see any airtime but to cut it short I have a serious issue with the portrait studio in LAs Vegas (Blvd Mall) They are rude and unprofessioonal. I recorded my calls with them and after about 30 mins of getting no where i looked up corporate. Got a hold of them and asked for a manager told the receptionist I was monitoring the call and she said they could not accept my call and hung up on me. I called back and asked for a manager, I was transferred and then the message to me was this call may be monitored for quality purposes. Here it is 10 mins later, I am stil on hold, called back 3 time finally got someone talking to them now. They promise to get back to me by the end of the day. Here it is 24hrs later and I call ikhlas mirza back he says he talked to Mr. Dickerson and all this isdiot is worried about is that I recorded the calls. No mentioned of fixing my issues. I call back the BLVD Mall store in Vegas, got a hold of Carole says she will take my issues and listen to recording and make the proper adjustments, Asks me what I think is fair, first her asking me to make that call is not correct but I say I should get the pictures for free since it is my decision. She does seem to care and we agree to meet in the next day or so. | |
| Evy | 5/5/11 |
| How Sears botched roofing at my home. June 20, 2002, 25-year roof shingles and attic vents installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract. I called Sears rep the next day to express concern about the placement of Maxi Vent. It is half way down the roof. The rep, Ken Campbell, looked from the ground, from one side, never went up on the roof, never checked for blocked soffits or other vents interfering with the Maxi vent. Still he said it was good enough. Against my better judgment, all I could do was hope for the best. That summer, I noticed excessive falling off of granules from shingles, a sign of trouble. July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. It took several calls before someone got back to me. July 31, Sears sends an inspector to have a look. Without hesitation, he informs me that the ventilation was not properly installed, that this was causing excessive heat buildup in the attic, and it was Sears' fault. He told me that Sears would fix the ventilation and replace the shingles at no cost to me. Meanwhile, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong. Since that time, Sears has flatly refused to fix anything. All I get from Corporate Customer Service and the local manager in Ottawa is excuses, untruths and gobbledegook. This is the most deplorable and shameful performance I have seen in my life. STAY AWAY FROM SEARS !!! | |
| thomas louisignau | 5/6/11 |
My wife bough a craftman self prepelled lawn mower back in 98. I since then met and married her. She moved to Mich and with her came the mower. Every time i go to start the mower (the first in the spring and any time after that) 1 crank and started. I never had a mower like it and i dont think I will have another a reliable as this mower. By the way if u did your math the mower 13 years old and still going strong on the first pull. Thank you A very happy comsumer | |
| Calvin & Brenda Scott | 4/27/11 |
| 04/27/11 7:10 pm The service repair guy came to our house to repair washer we bought just 2 weeks ago and only used 3 days before issues started. The front load washer was advertised as quiet and has been anything but. We could not get the washer fixed. It seems that the Sears - Mesquite, Texas location sold us a washer without a serial number and the service repair guy refused to repair without this number. We have all our receipts but that has done us no good without serial number. This is the 2nd consecutive day we have been through this red tape customer service wise / repair wise and we are still not able to wash and may have been cheated out $500 for a new washer we bought off the showroom floor showing it was the best deal and a steal. We feel Sears have stolen our money right in front of our eyes. This is yesterdays issue and the saga continues: Complaint: # 3 with product. Today we have communicated with 3 Sears representatives in regards to our product complaint with the Whirlpool washer we purchased on: 04/10 and delivered on 04/16. 3 days after delivery, this front load washer which was advertised to be quite was not quite at all. A service call was made to repair issue. My wife and I work and get home around 4:45 pm. We understood 1-5 but customer service noted time and promised technician would call. Technician: Chris called at 2 pm left no phone message, left message on door to at 4:10 pm that he missed us on 04/26. We were told that 4:45 we could be home to meet technician. We called Customer Service and talked to a Mia there and expressed our disappointment. After request to talk to a manager, we were hung up on. We recalled and talk to a manager Ron employee # 550594 and he gave us the same spill about the time has been set for 4/27 and that was about all he could do. We called the local Mesquite, Texas location store: # 01187 waited 30 minutes for a manager that did not answer 3 intercom pages. Needless to say we are very unhappy with the machine and the customer service where our concerns should take importance was overlooked. We were told not to use the washer until service person comes out. Please understand our frustration in this whole process we would love for someone to contact us and at the very least make this right. We can say at this point we will never shop at Sears again and will try every attempt to make this experience as public as possible as we feel very minimal effort was made to correct this issue. Thank You, Calvin & Brenda Scott | |
| TANESHA | 4/29/11 |
| WELL I BOUGHT A POOL TABLE, AIR HOCKEY TABLE AND FOOSBALL TABLE AT MY LOCAL SEARS. I WENT IN THE STORE 2 WEEKS BEFORE PICKING UP ALL 3 OF MY MERCHANDISE TO LET THEM KNOW THAT I WAS GOING TO BE PICKING MY ITEMS UP IN 2 WEEKS. ALSO INFORMED THEM THAT I WAS DRIVING 45 MINUTES AWAY WITH MY UTILITY TRAILER TO PICK UP THE ITEMS. THE SELLS PERSON INFORMED ME THAT ALL 3 OF MY ITEMS WAS IN STOCK AND I COULD JUST PICK THEM UP WHENEVER. WELL 2 WEEKS LATER I DROVE ALL THE WAY TO SEARS AND THEY COULDNT FIND MY ITEMS. FIRST THEY SAID THAT THEY WASNT IN STOCK, THEN AFTER 30 MINUTES THEY FOUND 2 OF THE ITEMS BUT SAID THAT THEY HAVE TO ORDER MY FOOSBALL TABLE. THE CREW WAS UNPROFESSIONAL. SO ABOUT AN HOUR LATER THEY DECIDED TO LOAD IT IN MY TRAILOR. WELL JUST WHEN I THOUGHT IT COULD GET NO WORSE, THEY DAMAGED MY AIR HOCKEY TABLE BY DROPPING IT ON WHILE TRYING TO LOAD IT. THEY WAS GETTING MAD AT MY HUSBAND BECAUSE I TOLD THE MANAGER WHAT HAPPENED DURING LOADED. THE MANAGER SAID OH IT IS JUST A DIME SIZE DAMAGE AND HOLE IN THE AIR HOCKEY. OH BUT THE AIR HOCKEY ONLY COST ME $249 SO DO IT LOOK LIKE I WANT MY AIR HOCKEY DAMAGED. THE MANAGER SAID THEY CAN ORDER ME ANOTHER LEG. NOW IM AT SEARS FOR 2 HOURS. THE MANAGR GAVE ME A $15 GIFT CARD TO SEARS AS IF I AM GOING TO CONTINUE TO SHOP THERE. NO THANK YOU. THE WORSE CUSTOMER SERVICE EVER. I WILL JUST SHOP AT WALMART AND TARGET. IF MY AIR HOCKEY DONT GET FIXED, I WILL BE SUEING. | |
| Judy | 4/29/11 |
| I purchased a maintenance agreement with Sears in August, 2006 for all my appliances that I purchased new in April of that year from Best Buy. Because of my previous experience with Sears Maintenance Agreements I decided to buy their plan. WHAT A MISTAKE!!!!! In March of this year my KitchenAide dishwasher stopped working. Over the past seven weeks I have had nothing but problems with getting it fixed and have had five different repairmen out to attempt repair with no success. I had been in contact with their Customer Resolution Department explaining over and over again my situation requesting some sort of resolution be made to either fix my dishwasher or replace it. Finally, after all this time they agreed that it could not be fixed and replaced it. DO NOT BUY A MAINTENANCE AGREEMENT WITH SEARS! They do whatever they can to not replace a broken, unfixable appliance. You have to jump through all sorts of hoops to get service in a timely fashion and then more once the item is determined to be unfixable. The CEO ( Louis J. D'Ambroisio) should go on Undercover Boss and check out the horrible service in the Maintenance Agreement Department! | |
| Lacky | 4/30/11 |
| Sears is the very worst. | |
| D.C.Patel | 5/2/11 |
| I have Craftsman gas blower that I bought little over 3 years ago. I had paid $107/- for it. So it is out of all kinds of warranties. The blower started running rough with lot of vibrations a week ago. Today it wont start. Spark plug looked good- replaced it any way. No dice. This was my second blower. The previous gas blower went bad in littler over two years, and Sears wanted too much money to repair it. Today I called Sears Executive Customer Relations and told about my experience. They have capability to look at purchase record. They can see that I have bought my yard/garden and home workshop equipments from them. The customer relations offered me a gift card of $70/- towards purchase of new blower. The Executive Case Manager was very professional in handling my grievance. | |
| Louise Bahr | 5/3/11 |
| I bought a flat screen tv, with an extended warranty, from Sears in late November 2010 and on April 16th, 2011, it broke. Two weeks later, I still don't have a working tv or a replacement tv. I have been told twice that my part has been shipped to me and two repair appointments have been set up and cancelled. Now I am told the part I need is on back order with no anticipated ship date, but I cannot get a replacement tv until it has been at least a month since my tv is broke. My family has to continue to go without a tv that we paid good money for as well as the money we spent for the warranty. This is totally unacceptable and a poor business practice. Every time I call the customer service number I am told that SEARS is sorry, but I don't get any resolution. Bet SEARS employees would not go at least a month without a tv they bought from SEARS!!! I will never again buy a SEARS product or a product from their affiliate KMART. I will tell anyone who will listen to me not to buy from SEARS or KMART and to get their products from Best Buy, American, or other stores such as these. | |
| W. A. J from Virginia Beach, VA | 5/3/11 |
| Rediculous is all I can say for Sears and their ability to repair an appliance and provide customer service. The customer service I have received to date has been so poor that yesterday I was transferred to a "Customer Solutions" representative named "Eve" who promtly hung up on me. Wow! What a solution. Here I sit for the 6th appointment and of course the technician is supposed to be here in five minutes! I do not see it happening. Sears Corporate has become exactly what drove Kmart out of business. If you want to know why Sears is no longer the number 1 retailer, you must look in the mirror. Don't blame Wal Mart, don't blame Target, let's face it, you have lost touch with the consumer and everything about your company stinks! Two minutes to go before Sears wastes more of my time. You really are horrible! | |
| G. Spiler | 5/3/11 |
| Customer services at the corporate offices really just does not care. I called daily with a promise of return call by the next day, after 10 days of calling I never got the return call. I purchased a Pergola ( freestanding outdoor overhead for sun). It was listed as 10 X 10 . When you put it together after 3 hours of work you find it was 8 x11. Sears admits the advertised brochure is wrong and the item is mis identified as to size but offers no solution when it does not fit where it was intended. It cannot be taken apart. The canopy is also made out of non pourous cloth so when it rains the rain build up and bubbles up on top of the canvas and then just drops down like large bulges into the seating area. Then just sits there and collects misquitos. There is no way to drain the water from the top. The slope does not allow for drainage. Each time it rains i must get a stick and push the canvas up to force each section to drai. It almost looks like dozens of cow udders hanging under the canopy. Sears was sent pictures and acknowledges a design flaw but refuses to handle the problem, only advising to take this 400 pound item apart again and bring it back to the store in its original box. Since it is made with screws that lock taking it apart is impossible. Sears just simply handled this poorly and like other I WILL NEVER SHOP AT SEARS AGAIN. TOO BAD, THEY USED TO HAVE INTEGRITY | |
| William Gurney | 5/4/11 |
| I purchased a Craftsman self propelled lawnmower model 917.376741 about three years ago. Since I purchased it I have had to replace the front drive wheels twice mainly because of the poor quality and now have to order another set. I ordered the set through Sears customer service on 4/15/11 and told they would be shipped on 5/2/11. When I checked on the status of them on 5/3/11 the girl said she would look into this and send me an e mail with what she found out. On 5/4/11 since I did not receive any e mail from customer service I called once again. I was told now that the wheels would not ship until 5/16/11. Waiting over a month for parts like wheels is totally unacceptable, Sears didn't wait to charge my credit card which I have now paid for the wheels that I don't know when I will receive. I have purchased so many things from Sears but I think this could be my last item because I am truly disgusted. I am 64 years old and now have to try to push a lawnmower to cut my grass because of the poor quality of this unit as well as the poor delivery by the manufacturer of this product. Extremely Unhappy Bill Gurney | |
| Roy Holland | 5/4/11 |
| I'd rather rate it 0 stars. Extra Poor. We bought a Samsung 48" LCD TV from Sears and purchased an extended warranty. Our TV has been out of order since April 13. It is now May 4, 2011. We have called repeatedly to get it fixed. I even had one technician call me and say he was on his way to our house. He never showed, nor did he call. When we called the next day, we had another appointment set up. No one showed up at our house. Then Sears called an outside technician to call on us. He called the night before he was to come out and after he talked to me, he said Sears would have to order parts for him. He set up a time a week later, then called and said they didn't have the parts. I called and talked to Danielle in the call center. I told her the story and told her that we have been loyal customers since 1955. We have had a Sears Card since 1956. We bought our first TV from Sears. Customer Service for Sears was very good then. It is not worth anything now. Nor is the word they give you. I told Danielle that we either want the TV repaired or a new one. She talked to her manager and then told me that we would be assigned to a case manager who would contact us within 48 hours, and whichever was quicker they would do to keep us as customers. The case worker did call and said the parts were never ordered, and that he would order them to be sent to our house and then the technician would come out a repair the TV. I called back today and was told they will not come to our house but to the technician who would then call and set up an appointment to come out. How long can this be dragged out????? When will someone tell the truth???? We want a replacement TV since no one seems interested in getting this one right. You can check our record. We are not people who try to get something for nothing. But, your company seems to now prefer to lie and cheat people who buy and sign contracts in good faith. | |
| Marie | 5/5/11 |
| WARNING TO ALL KENMORE FRONT LOADING WASHING MACHINE OWNERS. The rubber lining on the inside of the machine can fail, tear and otherwise break the seal between the machine and the door. As a result, water will pour out from the door, flooding the entire area and putting you at risk of electrocution. I have addressed this issue with Sears and they advised me that the rubber seal part is not an "exceptional part" and therefore not covered by the "exceptional part" warranty. The machine is 3 years old. The cost of repairing the machine due to the intensive labor would amount to a new machine. Sears will not consider this to be exceptional, despite the known danger of water rising above the level of the floor mounted motor on the machine. Fortunately I was wearing gym shoes and shut the circuit breaker before attempting to clean up the flood. If you notice any leaks coming out of the door, please notify Sears that this should be considered an "exceptional part" covered by the 10 year warranty. This is an extremely dangerous situation that you may not uncover until you walk into a flooded laundry room. Sears refuses to take responsibility and therefore I will have to seek other remedies such as the news medium and the Consumer Products Safety Commission as this is dangerous and life threatening, although Sears does not seem to think so. For anyone who has had this problem PLEASE SEND THEM AN EMAIL AND NOTIFY THEM OF THIS DANGEROUS FAILURE OF THE INSIDE RUBBER SEAL. Perhaps they will reconsider the warranty application with respect to this part. Thank you. | |
| | 5/5/11 |
| I have been shopping at Sears since I tagged along with my Mom as a child. All of my washers and dryers have been from sears. My old Kenmore washing machine stopped spinning this morning and I called Sears to ask a simple question about whether the problem could be a simple thing to fix or if I should buy a new one. I was told that I could not talk to anyone by phone and that I had to go online to chat to a technician. They didn't tell me on the phone that if they answer a question then I would have to pay twenty four dollars. UNBELIEVABLE!! So, I called Busen Appliance and a person there was happy to help me. They told me what it could be, how to take a look and see, and if we needed anything else to call. I will be giving Busen's my business if I do need a new washer. It's too bad that Sears appreciation of customers has dropped to this level. Good By Sears! | |
| Linda Ferris | 5/5/11 |
| I have been shopping at Sears since I tagged along with my Mom as a child. But today the lack of appreciation for customers is forcing me to shop elsewhere. I have bought all of my washers and dryers at Sears since 1975. My washer stopped spinning this morning and when I called Sears to ask a simple question, I was told that I could not talk to anyone by phone and that I would have to talk to a technician on an online chat. I went online and found that to ask a simple question would cost 24 dollars. All I wanted to ask was whether the problem might be simple or I should buy a new machine. With all the hastle in dealing with Sears, I decided to call Busen's Appliance and the person ON THE PHONE was very helpful in answering my question, even telling us how to check for the problem. And they offered their help for any other questions. Well, with that all of my purchases for a new washer or dryer will be directed to Busen's. So long Sears. Too bad your quality had to die out. | |
| Abraham lock & key | 4/26/11 |
| I rember when sears ment taking PRIDE in your tools dept. and were life time warranty. Now you hope they still make it when you bring it back. There employees in auto motive section is a joke. I drove to sears in Aventura Fl. and they installed the battery but puy the cables on backward had to get towed home. Sears charged me for the battery. Managment said sorry. There is no longer any PRIDE in sears employees. They have a job selling junk, they don't care abought the customer. And if you ask for a manager you will wait for nothing. We are the stupid ones we shop there. No more it's been real. time to go to Lowes real service with a sense of pride they like there jobs. | |
| Linda Cividanes | 4/9/11 |
| Once again Sears delivery service fails. I purchased a dryer last week for Saturday delivery. Received confirmation on Friday with a timeframe between 2:45 and 4:45. Plans adjusted to ensure that I would be home in time for delivery. At 4:50 I had still not received delivery and I called delivery. I was told that there was a delay (surprise, surprise) but that we were next. Two more calls later and now it is 8:00 we were told that the truck broke down and we would not receive delivery at all today. When I asked for next Saturday delivery I was told they could not provide a time after all the time was spent today. The best part when speaking the to manager - John - no last name provided or id, I asked for corporate headquarters phone number and was told he did not know it. Is the savings provide by Sears really worth all the time waiting for delivery and service - which keep in mind is not free. | |
| BILL GOFF | 4/9/11 |
| Sears in Ft.Smith Ar sucks. the people are dumb a..... that could care less about customer service. They are lazy and they suck. That is the nicest thing I can say. In the last week, I have spent over three hundred and I am taking everything back. I hope they close the Ft. smith store down and fire everyone. | |
| Brenda Walsh | 4/10/11 |
| We bought a new washer and deyer.We recived on Friday.Tryed to use it on Sunday.The washer would not drain. Called repair the lady said they could not get out here until Wed my good cloths are in ther wet.I just really think some one could help.The Lady said if we gave it back we would have to pay 15%, when we bought it the guy told us we had 30 days.May I ask why he did not tell us about 15 % I need help. Thank you Mrs Walsh | |
| ed | 4/13/11 |
| Sears #: 008035 Tallahasse, Florida Technicain ID: 0824672 Service order Number: 40249045 The repair bill for refrigerator is most sickening!! I feel violated. Actual charges: Labor for 15 minutes work $227.91 (tax included) That is $900.00 per hour!!!!! Part 8201786 $90.74 (tax included) He brought the part for the job. Total $318.65 I was expecting the bill to be for the minimum service call as I was quoted and for the price of the item in the store. Service for minimum time $69.00 (no tax on service) Part 8201786 in the store $51.60 (tax $3.61) Total $120.60 (Plus tax $3.61) I want a REFUND. All my kitchen appliances are from Sears, Ceramic top Stove,above range microwave, additional microwave,dishwasher, and side by side refrigerator /freezer. I will be in the market for a new washer and dryer in the near future and was expecting to get it from Sears but I am wondering if that is such a good idea. | |
| CRISTINA | 4/21/11 |
| WHEN ARE YOU GOING TO LISTEN TO YOUR CUSTOMERS?TODAY I GOT THE SCARE OF MY LIFE WHEN I ENTERED MY HOUSE...........YOUR PRODUCT THE BEST.........KENMORE ELITE OASIS WAS RUNNING WITH THE LID UP.........NOBODY TURNED THAT WASHER ON ,THERE WERE NO CLOTHES INSIDE,NO WATER BUT THE WASHER WAS GOING ON AND ON........CAN YOU IMAGINE MY FACE? CAN YOU IMAGINE THE THINGS THAT WENT THROUGH MY MIND???????..........I CAN UNDERSTAND A MACHINE WHO STOPS RUNNING,OR HAS A DEFECT OR WHATEVER BUT A WASHER WHO TURNS ON BY ITSELF AND IT CAN'T BE STOPPED WHATEVER BUTTON I PUSHED IT IS OUT OF MY UNDERSTANDING.I HAD TO UNPLUG THE DAMN HAUNTED THING.MY NEIGHBOR SUGGESTED TO CALL A PRIEST.......I CALLED YOUR CUSTOMER SERVICE,SPOKE WITH THEM FOR LONG,THEY TRANSFER ME FROM ONE TO ANOTHER,NOBODY KNEW WHAT'S GOING ON WITH MY WASHER.......MAYBE YOU KNOW??????? I READ TODAY SOME REVIEWS AND IT SEEMS MY WASHER IS NOT THE ONLY ONE WHO ACTS LIKE THIS BUT OF COURSE SEARS DOESN'T KNOW......... I REQUEST YOU TO ANSWER ME........EXPLAIN TO ME WHAT IN THE WORLD IS GOING ON????EXPLAIN TO ME WHAT IT WILL HAPPEN ONE DAY IF ONE OF THOSE WASHERS IS GOING ON BY ITSELF AND BURNS,AND BURNS THE HOUSE AND THE KIDS AND SO ON?????? I CALLED THE FEDERAL TRADE COMMISSION AND I'LL CALL SO MANY NUMBERS UNTIL SOMEBODY WILL ANSWER ME AND TELL ME THAT IN THIS CENTURY WITH THESE TECHNOLOGIES GOING ON, THE UNBELIEVABLE SEARS-KENMORE,THE BEST OF THE BEST (FROM WHERE I PURCHASED ALL MY APPLIANCES IN MY HOUSE)HAD MAKE A WASHER THAT TURNS ON BY ITSELF WITH THE LID UP AND THAT'S SOMETHING THAT'S OK AND I CAN SLEEP IN PEACE IN MY HOUSE . CRISTINA \PITTSBURGH PA 412-563-1708 | |
| A Zimmerman | 4/17/11 |
| Bought a 2011 Cabrio Top Load washer. Brought it home, hooked it up and started it. We thought there was a jet taking off from our laundry room. We thought this must be the sound even with the sound dampening part. 3 months later I called to get the dispenser fixed. Serviceman came out promptly and took care of us. We asked him about the sound. He said the motor was certainly bad. We want a new replacement. What a run around. Like everyone else in this review area, we had always bought our appiances from Sears. What a dissappointment. So I could have bought the same thing cheaper from the Sears outlet for less. Is business that bad at Sears they can't stand behind their products anymore? And who actually makes the CABRIO? | |
| DISAPPOINTED SHOPPER | 4/18/11 |
| I have to say after shopping at Sears for years, I will NEVER shop there or at Kmart AGAIN. To everyone whom have a complaint regarding Sears, they don't care about their consumer, they are only out to make money. I really hope they go under and very soon! Word of mouth truly goes a long way and corporate will soon find out that everyone will know how they truly operate. I tried to write a check their and because they use this Telecheck company, my check would not process because someone kept typing in my phone number wrong. After calling this stupid telecheck company and not being able to understand the person on the other line, they said they just had to verify our phone number that's why the check was declined. So to Sears, just to let you know, you lost out on a $500 sale and we won't be shopping their again. Not that you care or anything. Hopefully other consumers will boycott your store like myself and everyone else I've told regarding this. Maybe after you lose enough consumers you'll realize what true customer service is. RATING IS TRULY A MINUS 5 NOT EVEN A 1 (POOR) | |
| Cathy Williams - Chattanooga, TN | 4/19/11 |
| The worst customer service ever. This store is nothing like it used to be when I was a child. What's so sad is, they don't care at all about our complaints. We all could complain til blue in the face and they would just sit back and laugh at us taking the time to write these reviews. I ordered a king-size platform bed from Sears.com and charged it on my Sears credit card. When I arrived home from work, the bed I received was not the bed I ordered. Totally differant from the bed on their web-site. I was informed by the local store manager that there was nothing they could do about it since it came from a 3rd party vendor and to contact the 3rd party vendor. And...if think Sears is bad, wait until you try to deal with cymaxstores.com It's really a joke. Just read some of their reviews. After several correspondances with the cymax marketplace supervisor (Dave H.), and taking photographs of the incorrect item and lots and lots of e-mails, I still never got the correct bed shipped to me. Instead, I received another king-size headboard of the exact same bed I already had!I sent several e-mails to Dave H. at cymaxstores.com and his employee (Steven S.) they have never responded back to me to this day...I still have the incorrect platform bed as well as an extra headboard...What happened to customer service???? | |
| Charles Anderson | 4/20/11 |
| My complaint is with the process in which parts are ordered, i ordered parts for my riding lawn mower and received most of my parts and was told the last part should arrive soon, so far it has been about a mounth and i have had to call sears cutomer solutions several times and have had no results or anyone willing to tell me any good news except that the parts provider american yard products tells them it now on backorder. I called american yerd products and found the part was in stock and available but sears customer solutions still says part is still on back order, i will never order parts from them again and would not recommend anyone else do so either. | |
| Lokendra Kumar | 4/8/11 |
| Hi, I have purchased the above mentioned item and order online, The item in your online website gives a misrepresentation of what is delivered to me at my address. I purchased a router considering the best price for the router and am very unhappy the way the order is delivered. On your site the items regular price is $219 and on discount it $87.93 being in display (store discounted price for the item is $149.00 for a combo in deal), with this understanding I ordered ignoring the item being a display unit, but it needs to be delivered in complete. This was not delivered in whole as is shown online. I talk to a representative about returning the item and after she confirmed I went to local sears store in Newark, CA, and to my astonishment, they wont take it and manager told me to return to sears outlet, when I asked the address for main sears outlet for returning the item, I was told they are not aware. This gives me an impression that probably Sears do not want to be in business any more, or they do not hire managers who understand how the money is followed in times of recession. Please advise and resolve the problem ASAP. I believe that somebody really needs to retain his job. As an advance precursor I will hold my self for 2 days until reply and move to consumer blogs for resolution of complaint. Thanks, Lokendra Kumar ventureartcapital@hotmail.com, | |
| Gloria Schwartz | 4/7/11 |
| We have had the same consistent b.s. since we bought a refrigerator from Sears and had to get a news station involved when we continuously got the run around, basically the same complaint as everyone else. The news channel got good results for us and everything was done for another few years till I scheduled an appt. and I waited all day, yada yada yada.... blah blah blah.... appt. 8-12, got automated message 11:45 a.m running late. 1:35 called, they said he'd be here at 4:00. Basically waiting all day. At 2:53 got call truck broke down yada yada yada won't be here today, reschedule for another window of appointment time instead of giving an inconvenienced customer an exact appt. and ensuring a technician be out. No compensation for our time. MY SUGGESTION TO EVERYONE AND PASS IT ON... DO NOT BUY FROM SEARS. When we move we will not take our Sears appliances and buy everything new from another company and suggest everyone pass this on and email this to all their family and friends. The ONLY way to stop large companies from treating their customers like crap, is to hit them where it hurts. When they start losing customers perhaps things will change. | |
| Sabrina | 4/8/11 |
| I am very sadden by all the comments on here. I work at one of the Sears stores and the people I work with give great customer service and do their best to make the customers happy in their purchases. Our staff is helpful and honest. I thought our whole company had associates like us working for them. I know that our delivery and repair men can stand to be retrained,or replaced to satisfy the customer better. We have subcontractors to do the work for our store and switched companies twice because of the lack of work or poor service given to our customers. Why do we have to have subcontractors anyhow? Why not hire our own techs and do the job correctly the first time? Our Customers go out of their way to come to our store, look at our selection, spend time they do not have to get the customer svc we should be giving, then spend enourmous amount of money to buy from Sears and this is the way they get treated if something goes wrong with their product? Corporate office, you need to come up with a better resolution to helping your customer to build business, not lose it! Are you trying to take this company under? Then as an associate you demand us to get quota's and goals. How can we do this when you are driving away business with poor customer service?? I really thought I was working for a company that valued their customers and gave great service! At least I do know that we do EVERYTHING at our store the right way and go above and beyond to help!! I gave 5 stars for our Sears, 1 star to the person in charge who is training Customer service to say NO! | |
| RB | 4/6/11 |
Sears need to examine it's business model. Delivery scheduling for major appliance gives no consideration for the value of the customer's time. A machine calls with a message the night before delivery. There is little time to make other arrangements for that day. Sear's time is valuable but not the customer's! A minimum of 48 hours notice, would be more reasonable for both parties. Any business that shows disregard for the value of the customer's time, does not deserve to be patronize. Rebates and points will not make up for poor service. | |
| DKW | 4/2/11 |
| We purchased a washer and dryer from Sears about 9 months ago. We had a horrible experience with another set we had purchased in the past. The first pair broke frequently within months of the purchase and the service for Sears was horrendous. Always delays and unprofessionalism from the service department. However, the day we were out looking at washers and dryers and stopped to look at the Sears appliances the District Manager was there. We were able to speak to him and tell him our concerns with the product and the service in the past. He assured us that the appliances had the kinks worked out as well as the service department. We had looked on line and consistently saw the complaints about Sears service department. But after his reassurance we decided to give them another chance. What a mistake! We have already had issues with both the washer and dryer and once again a service call that was supposed to happen between 8-12 has never taken place and it is 1:20 now without as much as a phone call to explain about the delay. We called the service number and the FIRST person was very unprofessional and unconcerned however the SECOND representative seemed to be more willing to help. Someone is supposed to be here by 1:30. I just hope they meant 1:30 today!! It is very frustrating to purchase what you think is a reputable product and it turns out to be less than adequate with no service to back it up. How does Sears continue to get away with this? So frustrated! DKW PA. | |
| seke | 4/2/11 |
| I just had the worst experience.I had a Sears technician to come out to my house to repear my home heater. All appeared to be ok when the tecnician left my home, only to have the heater stop working just 20 minutes after he left. I checked my basement and found that the system had tripped the electrical supply and after trying to put it back on, I found that it again tripped the line,after about 5 minutes. I called Sears and explained the problem and they said to call back in the morning since the technician had completed his job for the day. I called back in the morning,only to be told someone would call me back that day. Waited all day no call so I called Sears back only to be told that they would come back to my house in 10 days to fix the problem. I stated "How can you expect my family to be cold for tens days waiting,for this problem to be fix?". I was told that is the next available date. I explained to them the technician already came to the house and he would now be seeing what he may have done wrong and this would not be a new repair request. They indicated that the date was the best that could be done. I explained it was unacceptable and asked for a supervisor. A manager by the name of Trisha came on to say the system was down and she could not research my request but that she would call me back in an hour. We did not receive a return call. I then called the technician who came out to the house by using caller ID and he stated that if the technical support manager allowed him to come back out to the house he would come and he would call back in the morning. Again no return call received at the cell phone provided to him. I called sears again on 4/2/11 and again I was told that the next date would be 4/11/11. Again I asked for a manager and was told after hold time of more than 30 minutes that the date could not be changed but they would send out a message to the team covering our area to see if they could send some one out to the house sooner but there was no garuntees. Sears, a company that prides itself on customer satisfaction, how can this be close to satisfaction, of the customer. Almost two weeks of a family being without heat. I will tell this: IT'S NO SATISFACTION AT ALL!!! DISAPPOINTED IN NYC | |
| Annie | 4/3/11 |
| Sears.com is not the place to order. If there is any problem with delivery of your item, they do not contact you. Furthermore, after spending a day waiting on them, a call was placed to find out why there had been no delivery. Not only was the initial customer service representative unsatisfactory, but the supervisor was rude, inappropriate with her comments and did not care whatsoever. Horrendous attitude that does not bode well for continued business nor does it make for a positive referral to generate future business. The expensive order was canceled and no future shopping with Sears. Customer service is key and in today's economic times and choices a consumer has, it's not good to be rude, disrespectful and unconcerned. Paying a bit more elsewhere for good customer service and concern for product satisfaction is huge. Good news travels fast-bad news travels even faster. It's amazing that there is no follow up on complaints regarding customer service and that someone who turns customers away continues to work in the same capacity. | |
| Leslie | 3/29/11 |
| I purchased a Craftsman 46" cut riding mower on 3-19-11. The first time I tried to mow it would die. I haven't even got to use it and called for service. They are all tied up with the busy season that it might take 2 weeks. Well, I thought I would return it to a store that has one in stock and they would not exchange it. They told me to go to the Sears store I brought it in. This was the manager of the Montcello, KY store. So I think I will return it to Sears and get a refund! I don't want any of their SH#T!!!! | |
| Dolores Coe | 3/29/11 |
| I am so disappointed in the Sears Service Agreement. We've had it for years, and are now thinking of not renewing it. The service we are receiving is unacceptable. 10 days ago, a service man came here, to fix the water dispenser on our freezer. We were told the freezer door had an ice-block. We had to empty the ENTIRE freezer and refrigerator, and let the ice thaw. The parts were ordered, and we were TOLD we would have them. 2 days before the scheculed repair date, Sears calls us to say they don't have the parts, and no one knows WHEN the parts will arrive!! We still have NO idea when we will have the part to fix it. In the meantime, our food is by several of our neighbors houses, inconveniencin them, also. yesterday, I was told by a supervisor, that someone would call us today, to tell us when the part was in. I have received NO phone calls. We are in Limbo, without the use of our refrigerator/freezer. Is this how you treat your customers? I think this is terrible!! Can't get any answers from anyone!! | |
| Shaun Galant | 3/29/11 |
| Sears service is a huge joke, if you buy any appliance from them you will regret the nightmares that come along with it. DO NOT BUY APPLIANCES OR HOME IMPROVEMENT PROJECTS FROM THEM. DON'T SAY YOU WEREN'T WARNED!!!! There customer service is horrible,, and managers and supervisors duck and hide,, they never return calls and they have huge attitude problems,, liars,liars. This is a new breed of greedy commission seeking vipors!!! They no longer care about the customer,, just the bottom line. You can't even get a full name when you speak to someone there,, because corporate do not want to deal with it at all. We have 5 generations in my family that will no longer shop at sears and 3 of them are getting ready to do home remodeling projects,, they are looking for someone else.. tsk, tsk | |
| kevin | 3/29/11 |
| In the s elgin appl store looking washer. Was advised by sls person they could match Lowe's price plus 10% machinbe 400.00 off Lowes had in stock & so did searsStill didnt want to buy a 599 washer Researched & looked at unit Lowes Great deal Sls guy off Sunday will be in 1st thing Monday. Called Monday was told no problem come in 45 drive bad traffic. He would have everything ready low & behold cant order No units avail Called 2 cust serv #'s 8005494505 prompt 5 cant do anything too big for them no one can do anything you have to write a letter gave me large appl 800 # for complaints 800479 6351 Talked to them & since I cant buy they cant help referred me back to 4505 # only can give address from supervisor asked who's attn she said sears no person or dept info avail I tried in afternoon & evening to order online not avail in ill or Ia or Ind. Add for lowes ends at 3/28. So at 1201 AM 3/29 i could now order the machine in Ia, Ind , & Ill get in my home for 4/8 Go figure ! tried later in day still avail called store "" oh yes I could order but no price match sale over. "" Cant do anything 800's say samething write letter to sears What great policy in price matching Oh if in stock at compition store but sears cant order ( not out of stock just cant order) no price match | |
| Doug McGill | 3/30/11 |
| One (1) Star at present .... purchased 12 month repair/warranty for Kenmore dryer on 3/28/2011 - $193.99. This was to address pulley / drum roller noise and was specified at the time of this purchase. Very nice and professional service associate showed up late (I was contacted to let me know that he was running behind), the problem source diagnosed as a defective idle pully (part #279640), however HE DID NOT HAVE ONE ON HIS TRUCK! This is a a very small and inexpensive ($15.68 retail) part and IT WAS NOT ON HIS TRUCK. Now it is ordered and installation is set for 4/5/2011 - ONE WEEK LATER. And, the dryer cannot be used. This is a sad statement on Customer Service, Sears. And a very expensive way (you lose customers) to cut costs (loyal customers go away when they experience this). Doug in Duluth, GA :( | |
| rdb | 3/30/11 |
| Do not shop at Sears online. It is all outsourced from delivery to email. They do not like you and they will delete your order. They lie and say they can not find your house for delivery. They hang up on you or send you into hold until you hang up 10 minutes later. 3 weeks after payment and I still do not have my merchandise. I have paid to have nothing. My merchandise has possibly been on a delivery truck for a week now (according to them). I do not know what to believe. Sears Cares tells you to do what you have already been doing ~ they do not care and offer no solution to the *problem* you are having. They only *care* if you do not have a problem. Now try to find out what to do if you have a problem ~ good luck. | |
| Christine Higbie | 3/31/11 |
| From what I have been able to find out, Sears appliances are NOT MADE IN THE USA any more. We had a Kenmore refrigerator for the past 17 years and it is about to go. The repair man (not affiliated with Sears) told us that Sears Kenmore is now made in Korea and have some crazy kind of relay switch system that not many repair men know much about. We investigated further and found that the only (as far as we could find) refrigerator still made in the U.S. is AMANA. Naturally that's what we bought. NO MORE SEARS FOR US (or U.S.) Time to start letting these Corporate people know we want stuff made in AMERICA by AMERICANS...We need to make and build things in this country again. I will start to "look for the union label" again!!! | |
| J Richardson | 3/31/11 |
| I have called Sears numerous times and have emailed every possible contact with no response and no refund. Here is my issue: I am writing to demand my refund and to let you know how disatisfied I am with Sears online ordering and customer service. On March 9, 2011, I placed an online order for a nightstand, platform bed, desk, and dresser. Within 20 minutes of placing the order online I realized I ordered the wrong desk and contacted Sears to cancel the desk. The CSR informed me that the desk was actually ordered through an outside vendor (Unbeatable Sales) and I would have to contact them directly to cancel...which I did with a phone call and an email. The next day I received an email stating the desk shipped. I called again and was informed that once it shipped it was too late to cancel even though I cancelled on the phone and via email. On March 21st the nightstand and dresser were delivered in damaged condition. I contacted Sears customer service and was told I could return them to my local Sears store for a refund which I did. I then contacted UPS to check the whereabouts of the platform bed and desk. UPS told me that the platform bed was so damaged it had to be returned to the shipper (Sears). I checked the status of the desk and UPS said there was a delivery intercept placed and I needed to pick the desk up. I called UPS the next morning to get the address to pick the desk up and UPS informed me that at 9:12am the same morning, the shipper (Unbeatable Sales) contacted UPS and asked them to return the desk to them. UPS said the desk was shipped back to Texas? I immediately called Sears and spoke with Linda H (Agent #7440) and expressed my frustration with this whole process and told her that I want a full refund. I told her I want to be reimbursed for the desk, the $150.00 I was charged for shipping, and the platform bed. Linda agreed that I should not be charged $150.00 shipping for a desk that the shipper requested to be sent back before I was contacted or had an opportunity to pick up. Linda assured me that the desk was being returned Monday and the platform bed was being returned Tuesday and that I would receive a full refund. Linda told me my case was being escalated and she was emailing Unbeatable Sales directly on my behalf due to the unsatisfactory service I have received this far. I contacted your customer service 3 times yesterday and talked to 3 different people who did not speak clear English and who all placed me on hold and then disconnected me. I wasted an hour of my day sitting on hold with poor customer service. Due to the horrible experience I have had with Sears online ordering and Sears customer service, I can honestly say you have probably lost a customer for good. This mess has been going on since March 9th and I want my refund processed immediately. Please refund the $253.24 for the desk and the $116.99 for the platform bed back to the Visa I provided at the time of the order. | |
| Joe Pagan | 3/31/11 |
| after being given the run around for the last week ordering a patio set, told yesterday it was on the truck and being delivered yesterday, never showed up, spoke to "manager"Christie ID 400536 Told me the order was cancelled due to not being instock, hmmmmmmm every store locally has them instock, I called local store, all had them in stock, hey everone chk your local stores as well ,Garden Oasis Saratoga 7-Piece Dining Set ,i mean come on Arrival Method:Scheduled Home Delivery Date: March 27,2011 Joseph Pagan no contact at all from sears to tell me if it was or wasn't coming, called everyday and was told it was being shipped, why did it not come from the local store as usual with everything else i ever bought there. hey guys lowes just made thousands from your screw up, just bought a new garage door, front door, storm doors installed, hope it was worth the lies to cover up jons screw up in the delivery dept. I WILL NEVER STEP FOOT IN A SEARS OR KMART AS LONG AS I LIVE! SEE YOU AT THE CLOSING LIQUIDATION SALE AS YOU LOOSE ALL OF YOUR CUSTOMERS DUE TO POOR CUSTOMER SERVICE. | |
| katherine davis | 4/1/11 |
| I had the worst experience at Sears store 1304. The cashier I had was jannelle (sp) she was terrible...she was rude and she acted like age didn't want to service me I will DEFINITELY NOT be shopping there anymore because of her | |
| Mrs Cheryl D. | 3/28/11 |
| If I could give minus ten stars I would. Sears is the single worst company yet. I will NEVER do business with these liars again. Its march and I am still waiting for a refund on a November purchase I never received. The salespersons actually changed my order telling ME what would go in MY own house! Then lied and said MY CONTRACTOR told them to change it. I NEVER HAD A CONTRACTOR!!!!!! The whole story is incredulous!!! Its gone all the way up to the "blue ribbon case management"..whatever BS that is...and even this woman messed it up. If this were not so aggrivating this could be funny. I have never heard so many lies and encountered so many incompetent people in one institution in my life. Years ago we bought a defective lawn mower. Sears gave us the worst time ever and so we stopped doing business with them then. I only went there because they had the fridge I wanted. BIG mistake. STAY AWAY!!! | |
| Joe Mansour | 3/28/11 |
| Kenmore Gas range The oven knob are eaislly could be turned on ann it has almost cost me my life due to the gas leak. Sears said there is no recall which suprised me byt becarfull as sears and Kenmore just dont care model # 36275322002 serial # 2D217497P | |
| Steven Weiner | 3/28/11 |
| I recently scheduled Sears Home Services to repair both my dishwasher and oven. They were scheduled to come to my house last Thursday between Noon and 4:00 PM. At 3:50 PM, they phoned me to say that their work schedule was too heavy for that day and rescheduled the job for today at the same time. No one showed up or called, either. At 4:15 PM, I phoned Sears Home Services to report this. I was then told that they would have to reschedule me AGAIN for two days from now! I angrily refused to go along with this and asked for a refund of the $204.99 that I had PREPAID with my charge card by phone last week. I have already killed two half-days at home sitting around for repairmen who end up never coming and am then expected by Sears to give them a THIRD chance and block off ANOTHER half-day of my schedule for them! This is the worst service I have ever gotten from any company in my entire life of 59 years. I will never buy anything from Sears again and will never use their "service" for anything again, either. I can see why Sears has been having serious financial problems in recent years. Is it any wonder? As far as I'm concerned, Sears definitely DESERVES to go out of business. Steven Weiner St. Louis, MIssouri | |
| Jim Urquhart | 3/28/11 |
| My wife and myself have been loyal Sears customers for years. We usually purchase the extended maintenance plan knowing that we will be covered. The other day our front load washing machine starting making a loud banging noise so we called the 1-800#. Apparently all the technicians in our area must have been really busy because we were told that it would be 11 days before a technician could look at the washer. Historically "trip one" the technician determines the parts required then he orders them and has them shipped to the customers residence. "Trip two" the technician installs the parts after the customer has re-scheduled the service after the parts arrive. I was not able to convince Sears to send a technician out sooner to diagnose the problem. Judging from past experience we will wait a week for the parts and then another 7-11 days for the technician to return and fix the machine. This is an excellent example of poor customer service. Bad enough to push me away from Sears not because of the quality of their products or the service they deliver on the phone or in person when the technician does come to my home. The reason we will be purchasing a competitors product is because Sears under values their customers time and tries to make them think that the problem is because they are to busy. If that is the case hire more people, don't push good customers away. | |
| e,f, eroh | 3/28/11 |
| The local Sears automotive service center (Walnutport Pa)is always understaffed and very slow with most anything they do. There are times when you can actually get something worked on without waiting all day but it does not happen that often. Also, they have a big turnover of "managers" and mechanics at this location. I have been going there since it was Penske but now I think I am going to move on. I tired calling and emailing coporate with no luck. Bye SEARS..... | |
| David Brister (CSSBB) | 3/25/11 |
| Dear Sir/ Madam, Before I begin I must know does any one from Corporate office read any of these E-mails? Just wondering because from the looks of it this just must be the blow off steam room. On December 24, 2010 Sears was called about a water heater that was a Kenmore which was purchased back in 2006 from Sears that had gone bad. The installation department replied to Mrs. Brister that they could not come out the next day due to that it was Christmas (December 25, 2010) and would not be able to show up until Monday (December 27, 2010). Mrs. Brister asked Sears’s installation department if the price that was quoted to her included any addition problems that were notice by the plumber technician. The installation department replied “No that the technician would inform Mrs. Brister what problems were notice and what the additional cost would occur. Mrs. Brister understood what was explained and agreed. Sears had subcontractor J Star services install the new water heater and contacted Mrs. Brister letting her know that they would be out to delivered her water heater between the hours of 1 to 4 in the afternoon. December 27, 2011: At 4:00 p.m. Austin Stricklin and another co-worker showed up to 1120 Campbell Acres Rd. Cleveland, TX. with her new Power Miser 9 Electrical Water Heater. Mr. and Mrs. Brister first observation was Mr. Stricklin personal appearance and of his co-worker were very unprofessional in there dress appearance which consisted of the following: (blue jeans pants with holes, pants sagging below the waste, dressed in t-shirts with holes in t-shirts, and unshaven) this was before Mr. Stricklin even evaluated the water heater situation. Once Mr. Austin Stricklin evaluated the situation he (Austin) explained in a vague manner to Mrs. Brister what they were going to do. Prior to installation Mr. Stricklin did not quote any prices to Mrs. Brister. Mrs. Brister asked Mr. Austin Stricklin if they were licensed plumbers. Austin replied that they were and he further explained that Sears confirmed that they all had to be licensed. | |
| Adrienne Steger | 3/17/11 |
| You have the worst customer service and repair dept. I have had repair guys come to my house 3 times to repair a microwave, ordered the wrong parts the 1st time. T Hey were coming out today I waited between 8 and 12, never showed. I called and you customer service was no help at all. I talked to manger his name is Mike, he was rude and did not care one bit what I said. I think because I was a women. My husband called and got them to come tomorrow, and the person he talked to was nice and had everything straighten out in 5 mins. I was on the phone for 2 hours. I think it's pretty sad that a woman can't be taken serious in matters like this. It's pretty sexist if you ask me. I think Mike should be terminated, his number # 3528348 # 75014. He couldn't even handle the call when my husband called. He handed it to someone else. What great customer service you guys have. Never buying anything form Sears AGAIN! | |
| Vivian J, Duma | 3/17/11 |
| I sent electric slicer back for a refund and they received it on feb 18th. Still have not received my refund. What shall I do next ????????????????? | |
| Elaine Reidnauer | 3/18/11 |
| I bought a freezer from a Sears appliance store and had to pay $75.00 delivery charge but was told it would be reimbursed as it was with a debit card in the amount of $75.00. I went to use my card at the Allentown repair center last June when I had 2 sewing machines repaired and they told me I could not use it so I paid my bill of $63.58 by credit card and $73.00 in cash. I find out today that when I gave them the card they scanned it and took the whole $75.00 in addition to the amount I paid. This is very bad business and I would like to have a check in the amount of $75.00 sent to me. I am sure this is a drop in the bucket to you but when you live on social security it is a huge amount to me. I have trying to get a hold of someone at the store but have been unsuccessful. | |
| just feed up | 3/21/11 |
| I just have to say SEARS SUCKS!!!!!!!!!! I am never ever dealing with them again. Their service repair men or thats what they call them are idiots. The customer service people are rude. | |
| linda schmocker | 3/22/11 |
| I bought a washer and dryer from them and had it less than 2 months and already had a service call the man suppose to come fix it never showed up and then said we were not home even though we waited five hours and was on the line with support every hour after when he was suppose to be here. It is the worst group I have ever tried to deal with and I will never use them again and even though we were here we have to wait another couple of days !!!!! | |
| Renee Martin | 3/22/11 |
| This is th worst experience I've ever had!!I purchased a refridgerator in Nov'10 the fridge went out, I called for a repair person that came out on 3-17. He was not friendly at all in fact he walked outside before explaining anything! When he came back in I had to ask what the problem was, he told me the part he needed had to be ordered but wouldn't be in till Monday. Needless to say the part came Friday but I still had to wait till Tuesday and the alotted appointment time was not kept, not even a courtesy call to communicate to me the scheduled time was not going to happen!!You appliance has cost me time,money because of food lost(I was informed my warranty doesn't cover food lost, we need the Master Service Plan Warranty) and purchase price. Your customer satisfaction line is a joke they're just there to input infomation and schedule appointments nothing else beyond that!!Needless to say I will never buy anything else from Sears!! Renee Martin Chgo, IL | |
| Johanna Wheeler | 3/23/11 |
| All of our major kitchen appliances are from Sears. Last year, we purchased an over-the-range LG microwave oven. The microwave has worked great the entire year we have had it and we have had no problems with it at all. Starting about 3-4 weeks ago, we began receiving phone calls from Sears trying to get us to purchase an extended warranty on our microwave oven. We told them we were not interested. We only paid a little over $200 for it and if and when something ever happens to it, we will just buy a new one. We have continued to receive calls from Sears multiple times a day. They start calling around 8 in the morning and wake both my husband and I up since we both work late and aren't up at that hour. They call right into the evening hours. Both my husband and I have told them MULTIPLE times to stop calling us as we are not interested in purchasing any kind of extended warranty on our microwave. They still keep calling! They just called about 5 minutes ago and I can't say that I was very nice this time. I've had enough. When I told the woman that we had already told them multiple times to stop calling as we are not interested in purchasing their warranty, she said, "Well, I have no way of knowing about that. This is my first time speaking with you." Doesn't Sears document their calls to customers and remove them from their calling list once they are told to stop calling?!?!? If we get one more call from Sears regarding this warranty on our microwave, we will be reporting them for harassment. Additionally, we will no longer be doing any business with Sears, other than if we ever need service on our dishwasher, electric range, or refrigerator that we bought there last year! | |
| J. Lillibridge | 3/23/11 |
| This is the 2nd time I have encountered this problem: I want to buy something I see online and am told it is not available at my local store. I do not care! I am looking at an item for sale, that I want to buy. Find a way to get it to me. Give me some options, shipping or otherwise. To have the item displayed on the website, and then tell a buyer they cannot buy is false advertising. I talked to a Sears.com chat rep, a Sears Customer Service associate (Stephanie), a case manager (Joy). Now I am attempting to contact Sears corporate, but am not having luck. This is ridiculous. | |
| Lucretia S | 3/24/11 |
| My mother who is a senior citizen contacted Sears to repair her washer and was told a repairman would be there on Tuesday, March 15, 2011. No one showed up, she again contacted Sears and was told someone would be there on Thursday, March 17. No one showed up after another call she was told Wed. March 23. She received a call from Sears saying they could not make it Wed, someone would be there Thursday, March 24. She called Sears this morning to see what time they would be there and was told they could not come out today someone would be out on Tuesday, March 29. Again my mother is a senior citizen and this has caused a lot of undue stress. There are so many complaints on this site that I have not been answered that we as consumers need to take this to the media so that others will know just how Sears values their customers. | |
| James Cloyd | 3/24/11 |
| Feb 27 2011 I purchased a self propelled lawnmower, right away we had a problem with the drive system locking up. I had a Sears tech at my home working on a rider I was having a problem with and talked to him about this machine while he was here. After following his suggestions, I did a couple of checks and found the probem. I then returned the mower to the store to get a new one. I examined two more machines on the showroom floor and discovered they both had the same problem. I explaned it to the person in the return area and also the sales clerk. Neither understood or wanted to, and I explained to them this was going to be a sizeable problem for Sears. Next I purchased a completely different model thinking no problem, mainly because the second had small rear wheel drive verses the first being a large wheel drive. Needless to say it was defective in the same way. The span on the rear wheel drive gears, left and right are too far into the rear wheels causing the shafts to dig into the wheels locking the rear wheels. Tomorrow I am returning this machine,03/25/2011 to the Lamarque Texas Store. Sears please contact me on this matter with some one concerned, this could be a very big problem for Sears. | |
| Tony Lee Knight | 3/24/11 |
| Very poor service at kahuumanu shopping center sears auto center. Location kahului Maui. QUEENS MALL. I'm not happy at the service i have received. I set up an appointment the day before my service on my vehicle. I had a water pump put in on a 1999 mercury cougar V6. it took them a day to finish due to a mechanical error by a mechanic. I KNOW WHERE THE CORPORATE OFFICE IS AND I WILL TRY ALL NEEDS AS POSSIBLE TO CONTACT BY PHONE EMAIL AND TALK TO THE REGIONAL OFFICE DISTRICT MANAGER WHO IS RESPONSIBLE FOR HAWAII. | |
| Alisa Masood | 3/15/11 |
| I ADVISE YOU NOT TO BUY ANYTHING FROM SEARS! I ORDERED A XBOX360 ON BLACK FRIDAY, RECEIVED IT FOR CHRISTMAS AND HAD TO RETURN IT THE DAY AFTER DUE TO A DEFECT. I WAS TOLD THERE WERE NO MORE IN STOCK AND THEY WOULD CALL WHEN ONE CAME IN. I WAS EXCITED ABOUT GETTING AN XBOX FOR CHRISTMAS SO I PERSISTENTLY CALLED EVERY SINGLE DAY ONLY TO FIND OUT THEY DID NOT HAVE ANY. I COULDN'T GET THROUGH ONE DAY BECAUSE THEIR PHONES WERE DOWN SO I WENT IN AND SPOKE TO BEVERLY (SHE TOLD ME SHE WAS A MANAGER...LATER I FOUND OUT SHE WAS NOT) SHE INFORMED ME THAT THEY DID RECEIVE TWO IN AND THEY WERE ALREADY SOLD. AFTER 2 AND A 1/2 MONTHS OF WAITING FOR AN XBOX I WAS VERY FRUSTRATED. I ASKED TO SPEAK TO THE STORE MANAGER JOE AND HE WENT AHEAD AND UPGRADED MY 4G XBOX TO A 250G XBOX. (I WOULD BE HAVE BEEN PLEASED WITH THIS HAD THIS ACTUALLY HAPPENED.) I WENT AHEAD AND WAITED ANOTHER MONTH FOR AN XBOX 250G TO COME THROUGH THE STORE, BUT ALL HOPES WERE LOST GOING INTO THE 4TH MONTH OF NOT RECEIVING MY XBOX. I AGAIN CALLED TO SPEAK TO JOE BUT HE REFUSED TO TAKE MY CALLS. SO I THEN CALLED THE SEARS CUSTOMER SERVICE TO MAKE A COMPLAINT AND SEE IF I COULD ORDER ONE THROUGH THEM. THEY SENT ME TO THE STORE IN THOUSAND OAKS CALIFORNIA AND TOLD ME THAT A MANAGER THERE COULD ORDER ME ONE ONLINE. I WENT IN THE NEXT DAY AND SPOKE WITH DOUG. HE WAS IN THE MIDDLE OF A SALE AND I HAD TO WAIT OVER 40 MINUTES TO SPEAK WITH HIM UNTIL AFTER HE FINISHED OUT HIS SALE. (SOMETHING THAT HE COULD HAVE PASSED OFF TO A SALES REP, AFTER ALL ISNT THAT THIER JOB? AND ISNT HIS JOB TO MANAGE THE STORE AND TAKE CARE OF BIGGER THINGS? ...LIKE MY ISSUE? NO IT WAS OF NO CONCERN TO HIM) I PROCEEDED TO WORK WITH A SALES REP TO START MY ONLINE ORDER IN STORE. (WE FINISHED BEFORE DOUG WAS DONE WITH HIS SALE) FINALLY DOUG COMES OVER TO THE CHECK OUT TO PLACE MY ORDER AND SEND ME OUT THINKING I SHOULD RECEIVE MY PACKAGE INA FEW DAYS. (HE DID NOT GIVE ME A RECIPT OR ANY TRACKING INFO, (NOW I SHOULD HAVE ASKED BUT YOU THINK HE WOULD HAVE THOUGHT OF THIS BEING A MANGER...BUT NO.) I WAITED AND WAITED FOR MY PACKAGE BUT IT NEVER CAME I FINALLY RECEIVED SOMETHING IN MY EMAIL TELLING ME MY PACKAGE WAS BEING SENT BACK BECAUSE IT WAS SENT TO THE WRONG ADDRESS. I NOTICED THEN THAT THEY HAD ALL THE WRONG INFORMATION, WRONG NAME, WRONG ADDRESS, WRONG PHONE NUMBER. THIS BEING A HUGE CONCERN OF MINE, IM THINKING THEY HAVE INTERNAL FRAUD. I IMMEDIATELY CALLED THE THOUSAND OAKS STORE BUT THEY REFUSED TO TAKE MY CALLS. I PROCEEDED TO CALL THE ONLINE STORE TO SEE IF I COULD RE-ROUTE THE THE PACKAGE BUT THEY REFUSED DUE TO SECURITY PURPOSES. NOW THEY WERE QUESTIONING ME IF EVEN WAS MY ORDER. WITH MORE FRUSTRATION BUILDING I FINALLY SPOKE WITH THE ONE SWEET HEART AT SEARS LISA. SHE HELPED ME GET A GIFT CARD SENT TO MY HOUSE (TOOK ABOUT 10 DAYS) I WAS PLEASED THAT I WOULD BE GETTING MY XBOX SOON BUT AS SOON AS I WENT TO PLACE MY ORDER AGAIN I NOTICED THAT THE GIFT CARD WAS FOR THE WRONG AMOUNT. WITH MUCH FRUSTRATION I STILL AFTER ALMOST 5 MONTHS HAVE NOT RECEIVED MY CHRISTMAS PRESENT, AND AT THIS POINT I DONT THINK I WILL. I WILL NEVER WORK WITH SEARS AGAIN, THEY HAVE PROVED HOW INCONSISTENT AND INCOMPATIBLE THEY ARE, THEY HAVE NO CONCERN FOR THEIR CUSTOMERS, NOR IS THEIR SYSTEM STRAIGHT. MY NAME IS ALISA MASOOD AND EVERY TIME I CALL THEY STILL THINK IT IS RAD CHAD CALLING (THE PERSON WHO THEY SENT MY PACKAGE TOO) IF I COULD GIVE A NEGATIVE STAR I WOULD BECAUSE THEY DONT DESERVE ANY STARS. | |
| | 3/13/11 |
| I WAS SCHEDULED TO HAVE MY RANGE REPAIRED 3/5/11 8-12. SEARS CALLED THE NIGHT BEFORE AND CONFIRMED THE DAY AND TIME. ON SAT. CUSTOMER SERVICE CALLED ME AT 8:45 TO TELL ME THAT THE REPAIRMAN CALLED OUT SICK AND COULD NOT HAVE ANYONE ELSE COME. I ASKED HER TO REPEAT WHAT SHE SAID BECAUSE I COULDN'T UNDERSTAND HER. SHE WAS VERY NASTY AND SAID, "YOU DIDN'T HEAR ME THE FIRST TIME AND NOW I HAVE TO REPEAT MYSELF?" AND THEN SHE REPEATED WITH SARCASAM. I TOLD HER THAT I HAD TO TAKE OFF OF WORK WHICH WAS VERY HARD FOR ME TO DO AND THAT I NEEDED SOMEONE ELSE TO FIX MY OVEN. SHE HUNG UP ON ME. I THEN CALLED BACK AND SPOKE TO MARGE ID 565455 AND GAVE HER MY COMPLAINT. SHE SPOKE BROKEN ENGLISH AS SHE WAS HARD TO UNDERSTAND. SHE TOLD ME THAT SHE WOULD SUBMIT THE COMPLAINT. I ASKED IF SOMEONE WILL BE CALLING ME BACK AND SHE SAID SHE DIDN'T THINK SO. I WOULD NOT RESCHEDULE AS I ALREADY HAD PROBLEMS TAKING OFF WORK. I'VE BOUGHT APPLIANCES AND SHOPPED IN SEARS FOR YEARS. I WILL NEVER STEP IN THAT STORE AGAIN. THEY SHOULD HAVE THE COURTESY OF HAVING A BACK UP FILL IN AND CALLING ME BACK. I DID GET REPEAT CALLS TO RESCHEDULE. WHEN I CALLED BACK AND ASKED IF THEY HAD MY COMPLAINT ON FILE, HE SAID NO NOTHING WAS NOTED. YOU SHOULD NOT HAVE PEOPLE WORKING IN CUSTOMER SERVICE THAT HATES THEIR JOB AND HAS NO PATIENCE, SARCASTIC, AND NASTY. IF I DID THIS TO A CLIENT I WOULD HAVE BEEN FIRED. I HAVE NEVER RECEIVED A CALL BACK. YOU SHOULD HAVE BACK UPS ASSIGNED IN CASE SOMEONE CALLS OUT SICK. ROBIN BRUNO, NJ | |
| Sheila Harper | 3/14/11 |
| Sears Auto Parts never refilled my antifreeze back in my car when I got it service. I got my car service 3/10/11 and 3/13/11 my light came on .....I decided to look under the hood while @work..there wasn't a drop in my car. I will never go back........very disappointed . This was a inconvenience to me just to go back to show them they forgot to put antifreeze in car. Unhappy Customer Sheilaharper@gmailcom Lithonia,GA | |
| Karen Halpin | 3/11/11 |
| I have purchased appliances from Sears for the past 30 years. I recently purchased a glass top stove "brand new", and when it arrived I found the top had a winding hair line crack in it. I complained and they ordered me another one.When the "new" second one arrived,I realized the first stove was used( reconditioned). The first stove had modified feet from someone's kitchen that had a higher then normal counter top. If it had ended up there I probably would not be so upset, but the second stove appeared to have fallen off a truck, the entire case was bent and the top separated from the stove.I showed the delivery guy and he tried to say that was how it vented, until he noticed the whole base was bent out as well. This oven had food spilled in it that had yet to be cleaned out by the reconditioning people. I also showed this to the delivery man. He contacted Sears and I was ordered a third stove. It does appear to be fine, but 6 weeks of waiting on a "NEW" stove, and now I am not sure this one is new. I really have my concerns. If Sears is now in the business of selling reconditioned appliances and CLAIMING they are new, Is this one I have now new or used? I am unsure of how I will handle this, but feel the public should know how you are doing business these days. VERY disappointed. (828)-284-4570 | |
| Lori Baggio | 3/7/11 |
| Never in my life have I experienced such disregard for a customer. I am a kitchen and bath designer that recommends appliances to ALL of my customers. Doing 4.2 million dollars in Sales I would assume Sears would appreciate most of that appliance business. However, after phoning the 800 customer service telephone number I was placed on hold for 43 minutes, tossed around like a ragdoll only to be told that nobody had the information I was looking for. I was then told to go onto "chat" website when once again I was told they could not pull up the model numbers. After being tossed around yet again like a ragdoll one girl was able to pull up the model numbers but then said I would need the technical department by once again phoning the 800 number. I am at my witts end. I am instructing my customers to purchase Kitchen Aid as well as well as all other appliances. Sears will NEVER AGAIN receive a recommendation from me. I have never met a more disorganized and lack of training in my entire 25 years in this business. | |
| Pauline C. | 3/8/11 |
| I have been reading all the reviews posted here. It is unfortunate to see that Sears does not stand by they're products. I could also write about my horrific experience with your company but I would just be repeating what all the others are saying and I will be another ignored customer. But I can say this, I will NOT be a customer of Sears again. If a potential customer is reading this, I implore you not to go to a small mom and pop appliance store, where you will be treated like an important part of their business. No matter what Sears sales people are trained to tell you, Sears does NOT stand by their products. | |
| Enlightened | 3/8/11 |
| I give this website 5 stars for shining the spot light on Sears. I will DEFINATELY never buy a Sears product. I'm sorry for what you all went through but Thank You for posting your horror stories, you saved me thousands of dollars. | |
| jim from medina | 3/8/11 |
| wow sears service stinks for everyone!! its a joke. start shopping at loews. sears is no longer a quality store and no one from corporate cares. what you see at the bottom comes from attitude at the top. | |
| Carol Flynt | 3/9/11 |
| My husband just went to the sears in Jackson Mississippi and was treated so ugly. The sales associate was so rude when he went up to her to ask a question. She would not even look up from what she was doing when she answered his question. You know the way I feel is there are alot of people that would give any thing to have that job and it is such a shame that people like that can treat customers like that and collect a paycheck. | |
| John Castracani | 3/9/11 |
| So what you are telling me is that even though I have proof that only one pair of pants were shipped to me and signed for and the notice of out of stock was sent to me that I am going to lose money for accepting a package in good faith that I paid for and expected to be fullfilled I am being charged for the entire order even though it was never delivered from SEARS?? Well I expect to see a credit for the other order that was never sent and never followed up on and I might add that your customer service with Sears really SUCKS!!! So I am sending a copy of this email to Corporate along with cancelling my Sears credit card and having all of this posted online to show what good people Sears and their customer service are to work with and to purchase from! I have never met a more backward company when it comes to customer service and probably never will. I expect to see the credit for the other order and I just placed an order today with I am cancelling and my balance with Sears will be zero as was the help from customer service. John Castracani ----- Original Message ----- From: Imran To: Jack Sent: Wednesday, March 09, 2011 4:39 PM Subject: Re: [Order#: 198032603] Sears.com Order # (198032603) (KMM16118456I15977L0KM) > > >>>>>>> > > Good Afternoon Jack, Thank you for contacting Sears.com regarding refund for your order #197860711 and #198032603. I apologize for the inconvenience caused regarding the shipping of your order #197860711 & #198032603. I can understand how this situation would be frustrating for you have received only one pair of pants without the packing slip. Your business is important to us! We are here to help. I understand that you wish to get the refund for the merchandise you never received. To assist you with this matter, I reviewed your orders and found that the ' Men's Flannel Lounge Pants ' under salescheck #093001747125 were cancelled due to out of stock and I have forwarded the issue to our specialize team for you have not received the refund till date. Moreover, regarding order #198032603, I found that after several research for the mmissing items, we found that as per UPS records, the items was signed and delivered to you, therefore, we are unable to issue a refund. We appreciate your patience and we will recommend you to allow us more time to resolve for the pending issue. If you have any further questions and concerns, please feel free to contact us via Chat or Phone support at 1-800-366-3028. We value your business and look forward to serving you in the future. Have a Wonderful Day! > > We're here to make everything easier. Take our survey to tell us how we're doing > Make sure you're registered at Sears.com for emails, so we can stay in touch! > Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok. Shop www.sears.com now to pick up great products for the season. >Sincerely, Nicole T. ( nching ) >>Sears Customer Care webcenter@customerservice.sears.com 1-800-366-3028 >> > >> Original Message Follows: ------------------------ > Again here we go, I did not receive order 197860711 and order 198032603 only had one pair of the pants in it without a packing slip. This is over two months ago and I have all your emails stating that this would be resolved within 5 to 7 days. If you rather I start sending these emails one by one back to you to refresh your mind I will. Just go into my account and see where I was charged for both orders, refund the order I did not receive and refund partial the order where I received only one pair of the pants instead of the four that were ordered!! That's it, no fuss no muss. No there was no a tear in the package when received and if you recall which you probably don't Sears was out of stock on these pants an did not know if they were going to carry them again. Now there should not be a problem with either of these orders being refunded back to my account due to never getting what I paid for and if you have to go to a supervisor I would appreciate it for I have been ignored for over a month on the last email discussion about this and there are many more emails regarding this all with the same, 5 to 7 days which is LONG gone. PLEASE REFUND MY ACCOUNT FOR NONE DELIVERY OF ONE ORDER AND MISSING ITEMS IN THE OTHER!!! Thank you John Castracani ----- Original Message ----- From: Imran To: Jack Sent: Wednesday, March 09, 2011 10:37 AM Subject: Re: [Order#: 198032603] Sears.com Order # (198032603) (KMM16110926I15977L0KM) > Good Morning Jack, Thank you for contacting us about your order, 197860711 and 198032603. I apologize that you did not receive your entire order. Please provide us with the following information for both orders so that we may assist you further. So that we can resolve this issue as quickly as possible, please answer the following questions: 1. Were there any holes, dents or tears in the box? 2. Were all of the flaps taped securely? 3. Was the packing tape altered or damaged in any way? 4. Was any of the internal packing material damaged? 5. Was a pack slip included in the box? If so, what items and item numbers are listed on the pack slip? 6. Are there stamps or markings on the pack slip indicating that some items have not yet shipped? We appreciate your business and hope to provide you with a more satisfactory experience in the future. Your opinion counts. Take our survey to tell us how we're doing. Make sure you're registered at kmart.com for emails, so we can stay in touch! Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok. Shop www.sears.com now to pick up great products for the season. > Margo F. Sears Customer Care webcenter@customerservice.sears.com 1-800-366-3028 | |
| S Felder | 3/10/11 |
| I guess everybody but Sears knows a debit card transaction is a cash transaction, it comes right out of your account. However it takes these shitballs 3 to 5 DAYS to credit the debit back into your account. In the meantime all your other transactions bounce and get hit with nsf fees because they won't refund the charge immediately. Every other major retailer is able to do it! I must know about 500 people I can tell this to and I will never buy anything at any Sears location again. | |
| Frustated Customer | 3/4/11 |
| I know posting will not resolve my issue but hopefully it will help someone not to buy from Sears or the extended warranty. I bought a Kenmore Elite washer and dryer (not cheap by the way) and the master protection warranty for five years also not cheap. The warranty states that there is lemon protection which are so many loop holes that I see how that is beneficial. I have had issuses with my dryer two times this year and I have had issues with the washer twice this year. My frustation with dealing scheduling a repair (which is not convient with there time windows) any my washer or dryer being out of service for a few days. I had been having problems with my washer for sometime so when I had the yearly check up done I told the tech about it and the repair dept told him that if he could not duplicate the problem there is nothing that he can do. In Novemember My dryer went out because of a heating element, (getting a repair to come out is not very speedy)Two weeks the washer stopped working in the middle of the cycle and would not drain the water. I called the repair dept and of course got the run around they could not come out for five days, meantime I have a washer full of clothes and water that would not drain. The customer service rep told the to get a bucket and get the water out. This is not why I bought a repair warranty. I was finally able to speak with someone who had a repair out within a few hours. Now this week I started having the same issue with the washer. A rep man came out this morning supposedly fixed it with replacing the the wiring and the harness, I started my clothes and again same problem so I called the repair tech himself and he came back this afternoon he did not tighten all the wires. I told him I only called him directly because I knew I would get the run around he told me that they would of scheduled another for time to come back | |
| judy zimmer | 3/1/11 |
| what i think of sears gift cars that can only be used in stores and not on line you should tell your people in your stores this. we went to purchase a monitor in the store with 2 gift cards we were told we would have to order on line but gift cards can not be used lousy polcy judy z | |
| Allen Thompson | 3/2/11 |
| I purchased a samsung side by side refrigerator in September and in January it quit dumping ice.a tech came to my house and pushed a button on the bottom and it dumped and refilled. he replied "yep ice maker bad".don't have one on my truck i will have to order it I waited another two weeks for the service man to return to put it in. low and behold it filled just like it was designed to do. But still would not dump. i called sears again another tech came out and checked the temp in the freezer it was ok.he then checked my water pressure coming in to the house on the line going to the ice maker it had 30+ lbs.he replied my pressure was too low.He left still not making ice Just got off phone with some lady that scheduled me another service call for March 29. Now i have to wait another month to get some one out here.Samsung owners manual on page 17 says "in order for ice maker to work properly,water pressure of 20-125 psi required.My well pressure cut out is set at 50lbs cut in pressure is set at 40lbs.so i have plenty of water pressure.I have bought my last anything from sears and last samsung anything | |
| Beverly Romano | 3/2/11 |
| Myb Sears Kenmore dryer purchased July 1969. Had one thermostat change and one belt changed ...the belt was my own fault....as I put a heavy wet pillow in the dryer when I was young and stupid! Now the door seems to loosen with a slight vibration which causes the dryer to stop tumbling to dry the clothes. Before I toss it, I'm having it serviced to adjust the door ...basically that's alal it needs...for now. In due time I'm sure I'll change it...but this Sears Kenmore dryer will be 42 years old come July, 2011 and it's been great. Had three sons, grandchildren, and used probably 4 days out of 7. Doesn't owe me a dime! Don't make them like they used to. baromano@cox.net | |
| Kevin Donaher | 3/2/11 |
| I WILL NEVER BUY FROM SEARS AGAIN> PISS POOR CUSTOMER SERVICE. NO BACKING OF THEIR KENMORE PRODUCTS. | |
| Kirk Mansfield | 3/3/11 |
| This story is just too long to write out, but I think the 19+ pages of complaint letters on this site tell the story for me. This was one of the worst experiences I have ever encountered. I have blogged this all over the internet!!! | |
| Michelle S | 3/3/11 |
| my Parents bought a coleman furnace 5 yrs ago fro SEARS and with in 2 months it broken down we had repair people out still did not work, save you the drama it's been 5 yrs they have been out 9 times to fix it they REFUSE to replace it even after we found out from BBB that the people they had install it had their license pulled AND this furnac, we have my 89 yr old granmother living with us our house is freezing in winter and SEARS sits on the high horse and wont do anything to help us they just keep passing the buck its their fault not ours we did not install it we did not try and fix it they did THEY NEED TO REPLACE IT they should have replaced it 5 yrs ago!!!! not try and sooth us by sending out repair men at least 2x a yr! Wer have reported this to BBB we have documents proving it and everything.We have even contacted the head of Sears in canada he says Illl call you back after I check into it and that was a JOKE!! COMMON SEARS STEP UP TO YOUR PLATE!!! 6 grand it alot to be out! now my parents need a furnace because it is -4 here at night and my gran is cold so are we and they want to go buy a new furnace and sears gets off scott free again! | |
| L. Cloniger | 2/28/11 |
| The motor on my frig was making so much noise that it woke me up just after 11 pm last night. It is under extended warranty so I called 1-800-4MY-HOME to schedule a repair appointment. I was told that because it is under warranty, I have to talk to the technical rep to schedule an appointment......of course...they are not available until after 7 am the next morning. I call at 7:31 am and then they tell me it is central time and I am on eastern time. On each of these phone calls I asked to speak to a supervisor and was put back in the general phone que. This morning's call was then picked up by a 2nd customer rep and he wouldn't transfer my call if I didn't give him my phone number and verify my information, which I had already done with the 1st rep. I paid money for the extended warranty and I can't even get an repair appointment scheduled. What the C**P is this? It is fine when you take my money but I sure am playing havic getting what I paid for. | |
| Lori Bolin | 2/28/11 |
| Sears is the most inate form of service I have ever experienced in my life. Cancellations of appointments,lack of knowledge and customer care. It is abomanable how these idiots stay in business!!!!!!!!!!!!!!I will NEVER EVER set foot in a Sears store again!!! They do not have to worry about screwing me over again!!!!!!!!!!!!!!!! | |
| Deborah (Mentor OH) | 2/26/11 |
| I use to purchase everything from Sears but after purchasing a dryer and a lemon of a washer I cut up my Sears charge and never went back. For years my family has purchased appliances from Sears. So when it was time to get a washer and dryer I naturally went to Sears. I had to go to two Sears stores because the sales people at the Mentor location were too good to assist me so I went to the one at Richmond Mall in OH. The computers were out so the sales woman said she would ring my purchase the next day and send everything in the mail which she did. However, she added some protection agreement even though I told her I did not want it. I called had it take off. Then it was added again. Then taken off. Well this continued for months until I was turned over to collections. I refused to pay for something I did not want. It took months but the charge was finally removed. While all this was going on I had made many calls to Sears because the washer kept breaking down. Instead of just replacing the washer Sears had decided to just rebuild the one I had gotten part by part. The washer was broken more times than it worked. The same part has broken at least 7 times. I called again and the service man who is now part of the family came on Feb 22 2011 On Feb 24th 2011 after 3 loads the washer broke again. I made an appointment for Friday but they could not come out because the weather was bad. Could not make Saturday but will be here on Monday. This is how it has been. I was told it was lucky to have a service agreement. Well I see the agreement as Sears promised me a good product but I got a lemon. I am going to let them fix it one more time then I am going to Home Depot to get a washer. You see I just did not need a washer and dryer I had just moved so I needed everything - stove- fridge- dish washer ect. After the washer I got everything else at Home Depot and I have not had any problems. Service is prompt and the products are well made. You have failed me Sears. Do you even care? | |
| Fred Fornell, (derf42@aol.com) | 2/26/11 |
| I have a Craftsman snowblower that is still under warranty and the drive doesn't work. I contacted your repair service on line and was told to take it to your Orland Park store for repairs. When I got there, no one knew where it would be repaired or how long it would take. When they looked into it they said that it had to be sent to another location and they only send repairs out once per week. They then said it would take about 4 weeks to get it back. ITS FEBRUARY IN CHICAGO!! I need the snowblower. WHAT KIND OF SERVICE IS THIS? Service usually means that someone will fix it as soon as they can especially if it is a product under warranty, not when they get around to it! I have spoken to 5 different individuals now at Sears and no one knows why it will take this long to repair this snowblower. NO ONE CARES ENOUGH TO TAKE RESPONSIBILITY TO GET THINGS DONE RIGHT!! After being a solid Craftsman customer for 35+ years, I am done. I will do everything from this day forward with my local ACE Hardware. They are fantastic. I spent 32 years working in Sales and Marketing with the largest Pharmaceutical company in the world. I really do know the differece between good and bad customer service. What I am getting from Sears is BAD, VERY BAD! | |
| joan hunt humble tx | 2/25/11 |
| dont ever buy eye glasses at bsaears it took 15 days to get them and they are not part of sears | |
| Gerald Jones | 2/24/11 |
| You must know your customer service call center, on-line chat, and e-mail are nothing but smoke and mirrors. Order #205044174. If anyone in corporate even reads this, would you please contact me and resolve this, Thank you. | |
| jennifer | 2/24/11 |
| On Wed., January 5th I purchased a Climb and Slide Castle and a Highback Toddler Swing for the amount of $112.25. I first recieved a large box with a Little Tikes Handle Hauler truck in it, loose, in the huge box, no packing material, no packing slip. In the next day or so, I recieved the slide which I did order. I attempted to call someone at customer service who said to take the Truck, not ordered, back to Sears? and I would receive a refund. He did not seem to understand that it was not the item that I ordered at all. I took the item to my local KMart in lieu of Sears, which is 25 miles away, who said that all they could do was give me the standing value of the item in the box, which was around $13. Even though they saw the box and confirmation email. They said to call you back. I paid $19.99 for the swing. I don't want the truck. Never ordered it. On the outside of the box in which the truck was shipped was a sticker saying that it was the swing inside. No swing. My order confirmation is 201722530. The sku for the swing is 4824835000000000. The sku for the truck is 5074361012. When I last spoke to your representative I was assured that UPS would be sent to retrive the item and that my account would be credited as a return and I would have to re-order the swing. I am positive that all this information was given to your representative when I spoke to them. UPS has not arrived a week later. I am a very busy person and at this point I feel as if I am getting the run around from you all when this was the mistake of KMart and I still will not receive the item that I need and paid for. If I send the truck back, how can I be assured that you will even credit me the full amount that I paid? Also, will you be crediting my account back the $19.99 plus the tax and initial shipping that I paid? This is extremely shotty customer service and you can be assured that I will not patronize you in the future-nor will I reccomend you or your services to others unless you can make this right. According to a news article posted 4 hours ago, your company is struggling. Perhaps, now I know why. | |
| Jackie Dixon | 2/21/11 |
| I have a Sears refrigde in my home. The refridge will not cool and the freezer will not freeze.I call for repairs and Sears gave me the run around. I talk to one customer serivce on 02/18/2011 and explain to her that my refridge isn't working properly I told her that I need a repairman to come out and fix my refridge and do I have a warranty for it.I was told that there is a flat rate of $129.00 to have someone to come out and fix my refridge why pay that when you can purchase a warranty for one year at the cost of $86.00.I purchase the warranty I was told that I had to wait for 24 hrs to call for a repair appointment I was scheduled for 02/19/2011 from the hours of 1pm-5pm I called to let someone know that a serviceman did not show up and the representative told me that the serviceman van was out of service at 5:56pm. No one call to inform me that he was not showing up. So I had to get another appointment and call to verify that my appointment is schedule for the next business day. they rescheduled me a different appointment.I called back and spoke to a Zach ID#250365 (if he really gave me the right information)he inform me that my $86.00 was not honored and I have to pay cash and my problem was not prority. Sears has awful customer service , they have people purchase things that they don't need. Times are hard for some of us and to take my money and not give me the service that I deserve is very bad for business. I will not be doing business with this company in the future. Thanks for nothing. | |
| kurt potter | 2/21/11 |
| Sears had good proucts and costomer service 10 years ago. Recently I have purchased a Fridge a washer and dryer and a dish washer. They all stink. The costomer service is poor, some of them have a hard time with english. The techs come to the house and are clueless. I one recently came to my house and informed me that the problem with my dryer is that it was old. Please if you read this do not purchase Kenmore products. | |
| AG | 2/21/11 |
| Sears installed my washer dryer improperly failing to vent the dryer and the result is damage to the walls of my washer dryer closet. They are refusing to take responsibility for their incorrect install and tell me I am out of luck because the problem wasn't discovered during a 30 day period following the install. I do not recommend Sears for appliance installation unless you carefully supervise their work and their installing contractors do not back their work. | |
| Amanda | 2/22/11 |
| Mr Bruce Johnson, I just received the most disgusting service from your organization that I could possibly imagine! On Feb 10th my washing machine suffered a malfunction and is unable to drain. I quickly called customer care to schedule an appointment to fix the issue. I was given an appointment on the 21st of Feb between 1-5 pm. While waiting 11 days to have someone respond to my issue was difficult, especially while having a 19 month old child, I realized this was not an extreme emergency and was willing to wait the 2 weeks. After waiting two weeks for a technician, finally, today, the time had come for someone to stop by. My wife, my child and myself waited patiently during the time slot we were given. 1 hour passed, 2 hours passed, 3 hours passed, 4 hours passed and finally after not hearing from anyone all day, we called to find out where the technician was. We were told he was running late and would be there shortly. Well, an hour later we get a call from the routing agent telling us he would be unable to make it and someone would call to reschedule. Again, 1 hour passed, NO CALL, 2 hours, NO CALL. After waiting all day on my day off and not receiving a word from customer care, we called you. TO OUR DISMAY, DISGUST and ASTONISHMENT, WE WERE TOLD THE TECHNICIAN DIDN’T SHOW BECAUSE HE COULDN’T FIND PARKING!!! (Yes it’s true, it’s on the account) This is unbelievable since we live on a residential block with parking on both sides of the street. So now, after being cancelled on because of a “Parking Issue”, which seems to be synonymous with I’m to LAZY to WALK a BLOCK! Even more amazing is after wasting our time for 2 weeks, our day for 6 hours and being given a lame excuse, we now have to wait until MARCH 15th to get someone back here to fix our issue. It would seem apparent to me, and I would guess most reasonable people, that when you cancel an appointment, you reschedule as promptly as possible to accommodate the inconvenience. So let’s recap, so we are clear; We wait 2 weeks for service We wait all day during your window YOU CANCEL ON US We call you to reschedule (You don't even have the decency to call us) We now are penalized another 3 weeks But now, as our customer service agent, Roland, who was pleasant, said, “this time you won’t be cancelled on”. Thank you, that will make all the difference in the world as I’m going to the laundry mat for the next 3 weeks with a 2 year old child, totaling a month and a half of time without our washing machine which, might I add, we have a warranty on? Did I mention our washing machine had a recall that you didn’t inform us about? I have to say that I am extremely disgusted, embarrassed and even saddened by the way Sears treated me today. I can’t believe that a company like this could care less about helping their customers out. I was offered $100…I don’t want money, I want my washer fixed. I shouldn’t have been placed in the back of the line again, and a repair person should have been sent sometime this week. My wife and I just bought a house and were going to buy a brand new washer and dryer and new kitchen appliances. But unfortunately, after enduring such poor customer service, we will not be purchasing anything from Sears again. In the end, I was told, “I hope you will use Sears in the future”, which I thought funny, as I was hoping to use my Sears washing machine tonight, guess the future is at least 3 weeks from now, MAYBE, if you all can find parking… Thanks for wasting my day off and the next few weekends while I’m at the Laundry mat. Amanda | |
| Cathy Theodore | 2/23/11 |
| In November I placed an oven on layaway. I added the warranty and the delivery charges to the layaway as well. We had terrible snowstorms here in New York and I has 5 days late with the last payment so Sears just automatically cancelled my order. Not even a courtesy call. They told me that a check was cut on 1/22/11. One month later I still have not received it. I called to complain and they told me that they made a mistake -- they didn't send a check they put the money back into my Mastercard Debit account. Well I don't have a Mastercard. They said they would look into it. Never heard from them again. WHY DO I HAVE TO HUNT DOWN MY MONEY!!! Its over $700.00. I don't care if Sears put it in the wrong account. That is there problem. Do I have to call the attorney general. I used to love Sears..I no longer recommend them. What a shame a great company like this has gone down the tubes. Is a sign of the times? PLEASE HELP ME CORPORATE OFFICE!!!! | |
| Michael Dettmer | 2/20/11 |
| On January 14th, we began the steps to fix our refrigerator. I was unaware of the trouble the followed this Sear¡¦s Service process. After 8 calls to the service center, 5 service trips, 5 days I had to take off, and several dollars of food that I had to toss due to the fridge not working properly; the issues still persists. I wanted to let you understand the service issues our family has experienced. I have noted some operational issues with the service group, since the customer service mantra ¡§one and done¡¨ is not part of the Sear¡¦s service team. Lessons Learned from Sears¡¦ Service Technicians: ƒæ Service window in Wichita, KS is 8-5 (how do you make this shorter)? ƒæ Service techs do not carry parts on their trucks (why not stock to address high trouble issues, thus don¡¦t have to come back to customers?) ƒæ Fridge kit received were missing parts ƒæ Service Techs training seems to be an issue (i.e., multiple techs looked at same fridge, and seemed to order different parts) ƒæ Service Techs do not seem to be customer focused and some stated the Sears product has had numerous issues. Unfortunately, your product has not performed well, and the Service Repair group¡¦s service was inadequate regarding the repair of our Sear¡¦s Trio refrigerator. I am disappointed because the problem has not been fixed and other issues have resulted after the technician left (i.e., fridge leaking). In addition, the techs would take parts and I have not been credited for those parts. I want the fridge fixed, or replaced. Mike Dettmer Dettmer@cox.net | |
| Viola Milliord | 2/21/11 |
| It is reprehensible that I have two Sears credit cards listed on my credit report when I have never personally owned a Sears card nor was I authorized to use my now ex-husband's cards. (We have been divorced for over 6 years now. Why is your company showing up on my records? I had to call numbers to a call office in Guatemala and they couldn't help me without giving my address and ssn. This is outrageous. | |
| EASTER WARD | 2/11/11 |
| I purchased a water softener from Sears (9/10) and their contractor plumber Platinum installed it and after four or more of their visits, I felt I would have no more trouble with the plumbing problem. Last night while I was out, the plumbing they installed sprang a leak. The water softener is in the garage. The water shot through the wall of my den (making holes in the plaster)completely soaking the carpet and furniture on that wall. Also water is on the dryer and washer (in garage), the garage is completely soaked as well as other items kept in the garage. I had to make a call to my homeowner insurance. Sears and Platinum Plumbing must absorb the cost. My insurance should not have to pay and thereby causing the policy to be increased. | |
| Aaron Wilcox | 2/11/11 |
| I purchased an iPod touch for my daughter. The order never arrived. I called customer service and was lied to, given the runaround and then put on hold for over 30 minutes. I received an email from Imran Jooma, Seinor Vice President of eCommerce stating that my order had shipped. That was a lie. I was given several numbers to call for customer service. Not once did I get an English as their native tongue representative. They all followed the same script and gave me the same runaround. I could not get the name of a single supervisor nor was I ever able to speak with a supervisor. DO NOT ORDER FROM SEARS. The company is without integrity. Worst experience ever! | |
| L. Fondario | 2/12/11 |
| So after waiting for a week for an appointment they show up for 30 minutes and say i need a part. They order the part and 2 weeks later they come of put it in. Then they put it in and the dryer broke again a week later. Then it took another week to schedule a time that they can come out to get someone to look at it. They call me at 11 (Window is between 8-12) and say that they tried to contact me and that they have rescheduled me for Monday.....I work you idiots. You just can reschedule someone and assume they dont have a job or a place to be. There is a reason we scheduled it for Saturday. Idiots. Oh and dont get me started on customer service. They told me that the tech wasn't suppose to be in the area that day. So then I call and reschedule for the next Saturday and request to be the first on the schedule and they show up not between 8-12 like scheduled. They said that they would be here at 12:42 showed up early 12:23. With no call saying hey we will be late we apologize for the delay nothing. Sears customer service is HORRIBLE. 100% customer service satisfaction. Bull shit. The guy in customer service even said we can not keep every customer satisfied. DO NOT USE SEARS CUSTOMER SERVICE/ APPLIANCE REPAIR! | |
| | 2/12/11 |
| Customer service is a joke. On hold for nearly 15 minutes with no satisfaction regarding shiping and local delivery from store number 3270. According to the Manager of store 3270 Donna Hayes, Sears policy of free delivery varied and that during certain parts of the month free delivery was available for products and appliances of $399.00 or above. My parents are an elderly couple closing in on the age of 70 and do not have the resources or the back to man-handle a new fridge let alone a source for a delivery vehicle. After notifing the Manager at store 3270 of this situation and that a delivery fee of $45 would be charged to this senior couple, I thought some compassion for customer satisfaction would occur. I was dead wrong and even offered a $10 increase to make the product come out to the free delivery cost standard. Sears you suck! | |
| steve schneider | 2/12/11 |
| The other day my truck needed a new battery so I jump started it and drove it over to the Sears automotive parking lot.Ive been doing this for 32 years (since 16 years of age) I proceeded to remove my battery with my tools and could not get 1 terminal loose. I walked in back by the mechanics and asked if I could borrow pliers. The mechanics reply was 'you can do that at Pep Boys or Auto Zone but not here.I asked him if he wanted me to take my business elsewhere? And again said he shouldnt lend me plyers and I should go to Pep Boys OR Auto Zone. At that point I told him to forget it and I WILL NEVER WALK BACK INTO SEARS AGIAN IN MY LIFE. His bad attitude ,rudeness and not letting me borrow plyers cost sears a family of customers forever .Oh and my Pep Boys battery is perfect . | |
| isabel burnias | 2/13/11 |
| igot a jet pump at sears in chandler az i pay xtra for protection agriment i start having problems on november of 2010 i call sears to make appoinment for the same week no one show up fromsears or had the good maners to call and cancel so i call again late january made yet another appoinment for february 2 2011 and with lockagain no one showup so im getting upset by now icall again made another appoinment on february 10 2011 and you guessed right im still wathing a very disapointed costomer. my email is isaburnias @ AOL.COM | |
| Tina | 2/14/11 |
| I will not shop at Sears any more!On January 26 I ordered a washer and dryer on line by mistake I clicked on a gas dryer I needed an electric one. I called the on line support told them what happend an asked if I could change out the gas one for an electric one I was told no I would have to refuse the dryer when they delivered it the next day and that I would get a refund for the dryer. I t is now the middle of February and still no refund I have been told several times my refund was on the way only to find out it was not, They keep giving me the run around telling me they are sorry this is not how they do business and it is an isolated incedent.. I want them to make this right, as I found out over the weekend the dryer was never sent back to the warehouse they have no idea where it is. So until they find it I get no refund, I am very unhappy and will take this as far as I need to. I will be calling the Better business and my states attonery general.NEVER BUY FROM SEARS | |
| Lavon Benjamin | 2/15/11 |
| To Whom It May Concrn: I thought that I should let you know that you need to hire new people to order products for you to sell at every Sears & Kmart in the United States of America. I have just been informed by your people that there is not one TV, of ANY size, of ANY brand, in ANY Kmart or Sears store in the ENTIRE COUNTRY! I am in the process of notifying Panasonic, RCA, LG, Zenith, Samsung, & every other brand of TV that you CLAIM to carry in your stores that you have STOPPED stocking & selling ANY OF THEIR PRODUCTS! I'm sure that they will be as shocked & dismayed at this new policy as I am! That only leaves Walmart for me to shop at, not only in my city, not only in my state, but in the ENTIRE UNITED STATES of AMERICA! I DO need to buy a TV RIGHT AWAY as mine has quit & I prefer to buy a new one rather than put more money into this one that is 4 years old. Unfortunately,I will be unable to spend my money in Sears or Kmart as I prefer to deal with a local store that carries the products that I purchase, especially a big ticket item like a 50" TV. I'm sure that as soon as I can get the word out on fb (actually anywhere online will do)that Sears & Kmart are no longer going to carry ANY SIZE of ANY BRAND of TV EVER AGAIN that the WHOLE COUNTRY will be as upset as I am that we can no longer depend on Sears & Kmart for our electronic purchases! Oh, whatever will we all do? Is the end of Kmart & Sears? Do they only sell clothing now? Oh, WAIT!! When OTHER companies find out, maybe THEY will open electronic stores ALL ACROSS THE NATION! Perhaps THIS will help stimulate our economy! Although apparently Sears & Kmart have SO much business that they are dropping big ticket items, so MAYBE the economy HAS turned around! JOY, JOY, JOY! The recession is OVER! Your Former Customer from Alabama | |
| morgan morgan | 2/15/11 |
| I will never shop at Sears store in Newport news Virginia again.After shopping at Sears for 50 yrs....its sad when you go in there and the employees are laughing and talking with each other and you ask to be waited on but are just left standing there. never did get waited on..so just walked out and went to another store to buy what i wanted.And the thing is...the store was just about empty...hardly no people in there shopping...now I know why.Very poor cust. service. | |
| Ma Yang | 2/16/11 |
| I bought a Kenmore Elite Washer and Dryer that cost me more than $3000. I paid $70 for delivery and installation comes with it. The delivery team delivered it on October 20, 2010 and didn't install the dryer and so my fiance had to install it and they left without telling my fiance because he told them how to arrange them merchandise. Anyways long story short, I was going to return it but the manager told me to keep it and will give me $200 off the dryer plus they will fix my floor and so I was stupid enough to agree with it. 5 months later....nothing have been done. Called them back and he said that it was never guaranteed that my floor was going to get fixed. You know what sucks? I was a new customer there too. A lady called from Florida talked to my fiance because he was the one that sign the consent, well she said that it's too bad because he signed it so that means it's our lost. SEARS HAVE BAD CUSTOMER SERVICE. DELIVERY TEAM SUCKS TOO. Rob, the manager I talked to from Florida didn't act like a manager; he was yelling at me over the phone and was telling me lies over the phone. Said that no one had ever called and complained but then as soon as I mentioned my name and my location, he knew right away. Told me that his delivery team inspect my floors but they didn't even inspect the foor; I was with the delivery guy when he came in the house. Told me that I told them to take the merchandise back when they forgot my pedelstal but had my dryer...I don't want to pay another $70 plus they didn't install the last one. I am so angry. It's been 5 MONTHS ALREADY AND NOTHIN IS BEING DONE!! | |
| Philip Maurice Hayes | 2/17/11 |
| Craftsman tools are great, I have garage full of them. That said, my 200MPH leaf blower is an absolute piece of crap. It has never worked or started promptly or properly. The recent, $80,00 supposed carb repair, did nothing to remedy the problem. Telephone calls to Sears shuffled me between numerous departments, where I dealt with any number of associates who have provided nothing in the way of a resolution. At the corporate offices a "Mirza", once again stymied my efforts to simply return the item for a fix. After an hour on the telephone, over a faulty $200,00 item, and a mere $80.00 in repairs, I am through recounting my life story to them. Corporate hot shot Mirza by the way, became condescending, and even intimated that I might be lumped in with some group of opportunists, who are trying to get something for nothing. Yes me, who has a garage full of Craftsman tools, all bought and paid for, along with several thousand dollars in Sears kitchen and home applinances. Let's of course not forget the many other household items which I have purchased and accumulated from them over the years. OK Mirz and Co., Keep your crappy leaf blower, and your eighty bucks, you're not the only game in town. Oh and by the way, the fridge that I purchased from you is falling apart, and was never installed properly by your technicians in the first place, That too is out of warranty, but that's another story entirely. | |
| Jane Mooney | 2/18/11 |
| I purchased a Sears WASHING MACHINE on February 3, 2011 for delivery to 1604 Lynch Road, Baltimore, Maryland. I purchased installation for the washing machine, the 5 year warrenty program and paid for the removal of the old washing machine. To date, the machine has not been installed. It required three separate appointments just to have the new WASHING MACHINE Delivered to my residence. I have spoken to at least 5 Sears representatives (I have their names to share) to have the appliance delivered and installed. I have a young family and have not been able to wash our clothes for the past three weeks. I need to speak with a Corporate representative immediately to correct thius problem. My contact information is as follows: Cell 410-456-6705, and Home 410-988-8106. Consumer Protection Association of MD. suggested that I contact your office first to seek resolution of my problem. Jane Mooney | |
| GWC | 2/18/11 |
| I assume the rating asked for is my rating of Sears. Why don't they offer a zero rating? That's what they deserve (perhaps a negative number would be more appropriate). I've read some of the 18 pages of complaints against them here and am wondering how we could all get together to form a class action lawsuit. I'll list my own complaints in a subsequent e-mail. GWC | |
| marie correro | 2/19/11 |
| I have a sears refridge for about 4 yrs. about 1 yrs ago it stopped keeping cold & they told me I couldn't get a repair man for 5 days, I exploded the told them i will loose a whole lot of food, they said you have 250 in insurance spoilage, & called back & spoke to another agent & got the same thing. I called to express my dismay with them & the agant told me to unplug & replug in 10 mins. but i still couldn't get a repairman for 5 days. I did as he said & it worked, The repairman came & i explained & he said it was a common problem & changed the starter relay. Months ago the ice machine went & they replaced it. In the past 2 weeks I have the service man her 4 times and as i write this the fridge side went out again. today being sat. I have to wait till monday. I have ICE in the refridge trying to keep things from spoiling. I have the premium insurance plan which states they will replace the unit if it fails 4 times in a 12 month period, well it did & the service man has to write it off monday. Lets see what aggravation they will give me now thant it has to be replaced, I forgot to mention each time the service man came he replace the parts with refurbished parts that didn't work as he was still here. when i renewed my contract I didn't give him a refurbished check, I gave them a new check that worked. When I complained yesterday & expressed how sick they were making me the agent actually hung up. I just bought a new stove top 2 months ago. If i would have known all this I would have purchased somewhere else. although their service people were very polite some of the agents answering the phone & taking complains should seek another job. | |
| R W Gilmore | 2/10/11 |
| I requested that my automobile tires be rotated approximately at 6:30 pm on a Monday evening. I was the only customer at the time, but the service technician refused to rotate my tires by stating they did not require rotation. I spoke with the Auto Service Supv on duty and he stated he followed his direction from the technician and only worked there and needed to keep his job. I requested to speak with the Auto Service Mgr (Mario Wimbley at 803-642-7428), which had gone home and after several additional request, the Tire Store Supv did permit me to speak with his Mgr. The Tire Store Mgr then refused to comply with my request, even though I had purchased a tire service agreement that would coverer free tire rotation upon request, at time of purchase. I called back to the Sear Store Mgr (Allen Glover at 803-642-7455) and left a phone message each day over a three day period. An employee called me back very late on the third day, but refused to provide me with the Sear Store Mgr’s District Mgr’s name and contact information. The only phone number provided was the Sears Customer Relations # 800-543-4505, which always remains busy. (I understand why!!!) My wife and brother-in-law was a Sears Store Manager for several years and they refuse to every go back to a Sears Store to shop, because the way Sears treats most all customers and employees. DO NOT SHOP AT THE SEARS STORE IN AIKEN, SC | |
| sears hater | 2/10/11 |
| Sears Lawnside New Jersey has the worst management team I have ever encountered in my life! | |
| Bonnie L. Moretto | 2/2/11 |
| I have a Sears credit card. I have been a Sears customer for 40+ years. I would like someone to return my call as I wasn't able to get through secondary to the winter storm. (switchboard was closed, I got a recording when I called) I called the credit card number and spoke with a supervisor and was told I needed to contact coporate office. I have your credit card and the interest rate is 25.24% which is absurd. I always pay on time, usually early and almost always more than the required amount. I would like to talk to someone about lowering my interest rate. No other card I have has that high of an interest. Please email me at bmoretto@roadrunner.com. or call me at 2307-67-1334 Bonnie Moretto Ellsworth Maine 2-2-11 | |
| Bonnie L. Moretto | 2/2/11 |
| I just sent a note and my error for not reading the above note first. Please do not post it. I will continue to try and contact the Coporate office Thank you Bonnie Moretto | |
| DAVID HELMHOLTZ | 2/2/11 |
| BOUGHT A $350.00 KENMORE PREILITE VACUUM FROM SEARS AND WITHIN 3-4 MONTHS THE WHEELS WERE ABOUT TO FALL OFF. CALLED AND SPOKE TO SERVICE DEPT AT LOCAL SEARS STORE AND THEY SAID THEY CANT BE FIXED. LIVED WITH IT FOR ANOTHER YEAR AND HAD TO TAKE TO A VACUUM REPAIR SHOP AND THEY COULDN'T FIX IT AND SAID THAT IT WAS A DESIGN FLAW AND THE DEFECT WAS UNREPAIRABLE. FINALLY TOOK BACK TO SEARS AND THEY SENT TO SEARS REPAIR CENTER AND SIAD THERE WOULD BE NO CHARGE BECAUSE IT WAS AN OBVIOUS DEFECT. AFTER ALMOST TWO WEEKS, THEY SAID IT WOULD COST $195.00 TO REPAIR. THIS IS UNACCPTABLE. WENT BACK TO SEARS AND THEY SAID NOTHING WE CAN DO FOR YOU. NO REBATE, NO REFUND AND NOT EVEN A PRORATED CREDIT TOWARD ANOTHER VACUUM. ASKED TWICE TO SEE THE CERVICE MANAGER AT T HE WESTFIELD MALL SEARS STORE AND SHE DIDN'T EVEN HAVE THE CONSIDERATION OR RESPECT TO SPEAK WITH US EVEN THOUGH SHE WAS IN HER OFFICE 20 FEET AWAY. | |
| new jersey | 2/2/11 |
| we had a tile floor installed befor the holidays (2010) by sears out of the new jersey office, when the installer arrived at the house he was such a doll. From the first day to the last i was very happy with him as well as his work. The house was clean during contruction as he said, the amount of flooring removed and the way they sealed off the room was very neet. NO DUST ANYWERE. I LOVED IT. We have a very large family some are married to handy men and others to contractors,they are the first to point out the bad, it was great they loved it. And they are very hard to please so for them to give me a wow, that is pleasing. So i Give Rich and his crew 5stars and more. Thank You so much | |
| Ann | 2/4/11 |
| I have been waiting for a repair man all afternoon. Since they have 4 hour window makes it difficult for the consumer. Once it eD 4 pm I called to make sure the Service Rep was coming . I was told they were and I would receive a calll from him to let me know when he was to arrive. At 5pm no phone call. I called the Service Center to speak with a supervisor and the phone rep Chris said they were not able to get a Supervisor on the line for complaints with service. I will no longer buy from Sears and tell others of the poor and disrespectful actions of the Sevice Center. It is a shame that Sears uses outsourcing of people to represent them on the phone. Those people do not care about true customer service | |
| Margaret Dwyer | 2/5/11 |
| To Whom It May Concern: The days of good customer service are gone forever. You used to go purchase an item and get it delivered within a day or two. Now plan on at least a week or more and you are at the stores mercy. The reason I know this is because of my recent dealings with Sears. I was upset and usually let things roll off my back but this time no. On January 23, 2011, I purchase a treadmill from Sears. They had a sale and I wanted one for quite awhile so I decided to bite the bullet and go purchase one. I went to the Rotterdam Mall store looked over all the treadmills and decided on the one Pro-Form that was on sale. I talked this over with the salesman, who was very nice and helpful, getting all the pros and cons, I purchased the treadmill along with the maintenance plan, sales tax and delivery charge, which made it over $600.00. I do not consider this a small purchase. At that time, the salesman said let me check and see that we have it in stock, which he did. The computer stated they had 4 in the back room. He then said let me go and check for myself which he also did. He was giving good customer service. He found 4 in the back room. He said they would pick it up at the store and deliver it to my home on January 31. He also stated that I would get a call from the delivery dept. verify my delivery. I received 2 calls from delivery, one stating I had a delivery coming on Monday the January 31st, and that I would receive a call on Sunday Night regarding the time. I made arrangements to be home on Monday, cancelling some appointments and rearranging some other things. On Sunday night, I had a call on my answering machine that stated, the delivery would be between 8 and 10 am. So I made sure everything was moved and the spot where I wanted it was clear. At 7:30 am Monday morning I received a call from the S | |
| Johnnie M Nathaniel | 2/5/11 |
| Morning, I purchased a water heater from Sears 1/28/11 was told at time of purchase that this included installation, delivery, haul away and permit fees. The service person arrived at my home with the product. The first thing that he told me is it would be a $120 installation fee and that they do not haul away. I told the service person that's it should be included in the final sale. "GUESS WHAT" I had to pay an" ADDITIONAL INSTALLATION FEE" that was now explained to me in purchasing this item. If I knew that SEARS was going to ripe me off I would not have shopped here. So for future items/appliances I will not. If anyone should ask me about an experience with SEARS I would tell them to shop somewhere else because they will be "CHARGED EXTRA" when delivered. In hoping that corporate will read this letter and give me some kind on satification. Sincerely, Very Unhappy Customer | |
| Rick May | 2/7/11 |
| Why do you assume that I am interested in your products anymore? I am not, because you, like Sears consider appliances as disposable items. Given your attitude and lack of engineering, why would I want to buy your products? Your Whirlpool and Maytag appliances are an embarrassment to American ingenuity. I have owned both, and they failed like Hondas did thirty years ago. How long have you been in business? I know you can produce an appliance that lasts 20 years or more, because you have done that. What I can’t understand is the lack of creativity and common sense in your engineering. I would point to two things. First, I saw the ad from Sears that features a washing machine that shakes, rattles and rolls. I assume this is your creation. Why do you peddle marketing gimmicks instead of good products? This product will disappear faster than the Edsel. Secondly, I bought a Samsung washing machine from Sears about a year ago. In a couple of years of engineering, Samsung has delivered a product far superior to anything Whirlpool has produced in your entire history. At the time, I only purchased the washer. I had it installed. And for a couple of times, I sat and watched it work for a half hour or an hour. It was amazing to me the thought that was put into this machine. A ton of common sense. It is built like a tank. Pound on its shell. Instead of jumping into a machine torturing shake rattle and roll, it sat there (I think it was weighing the load). Then it put some water in the drum, and stopped (again, was it weighing the clothes?) Then it dispensed the water and soap, and slowly turned. If it was hot water, the machine preheated the water to a certain temperature. First it would turn the right for ten seconds, and then stop. It would sit there for 8-10 seconds, and then turn the other way, and then stop. It turned at such a speed that the clothes would reach the top of the drum, and fall to the bottom. Splat, like washing your clothes by slapping them on a large rock, but much more gentle. Back and forth. It sat idle almost as much as it turned. Quiet, gentle. Gee, the fins in the drum are only an inch high. Litterally no fins to catch and hold the clothes forever. Look at those tiny holes in the drum. They have to be 1/3 the size of anything I had seen before, particularly Whirlpool. No bobby-pin or other could get through those holes. No pump destroyed. The Samsung, if so desired, will put silver ions in the water. Amazing. I leave this on all of the time, because these silver ions have proven highly, highly effective in killing topical bacteria. Does this mean that my clothes will stay fresh longer, when worn, and smell better? Yes. Every American washing machine I ever purchased had a high number of loads interrupted because of an unbalanced spin load. In 18 months, my Samsung has had one such load. I went downstairs to move the clothes, but instead of saying END, there was a code there. Oops, unbalanced load. Hit the start button again, and the machine turned slowly, until it normalized the load, then start spinning again until completed. Neat. And, unlike your products, I did not hear the machine bouncing around from the second floor of my house. This machine must have 30 codes to tell you what is wrong. I have seen two. The first one is mentioned above, which happened one time. The other, was DOOR OPEN. Oops. I don’t expect to see any other with this washing machine. If this washing machine lasts like every Samsung product I have ever owned, I, after many years, am still waiting for my first product failure. I learned my lesson years ago. Sears repairmen told me that corporate viewed these as disposable. I hardly needed to hear that, as the performance of your appliances had already told me that. Plastic inside dishwashers that suffered from fatigue within a few years, leading to droopy baskets. Pumps that lasted months, instead of years. Appliances that needed multiple repairs within a few years. I had enough. That ad on the Samsung looked great. Every product I purchased from them in the last 12 years is still working. No repairs. So, you people, can sit around worrying about your corporate butts and privacy statements, or you can start using common sense and quality-based engineering, and start kicking butt. You have lost me until I see you out there kicking butt. Rick May Please pass this on to Jeff Fettig Mr Fettig, are you an exec who hides in your bunker, or do you get out there like Iaocca? | |
| Mike | 2/8/11 |
| Recently attempted to purchase snowplow online. Sears rejected my (registered) Visa gift cards. Visa confirmed they approved the charge, but still would not go through. 4 different customer service agents on the phone, 4 different answers - NONE of them turned out to be correct. If first agent had given me accurate information, I would have had time to drive to store and purchase item, which was on a 3-4 day delivery schedule at that time. Unable to purchase the plow online that night. Had ice storm the next day and was unable to get out of driveway until after the weekend. Finally got to the local store. FANTASTIC people there accepted Visa gift cards no problem. IF Sears actually cares and listens, store is 02850, Sales Check 028501067851. Unfortunately, the delay caused by Sears online inability to help led to plow being a 23 DAY WAIT!!!!!!!!!!!!!! 3 additional weeks without the item due to the incompetence of the online department. Now it gets good. Write to Sears, asking for the local salespeople to be recognized, and describing the problem. I get a response saying "Glad you had such a positive experience! Glad we can help!, etc..." Wrote back expressing disappointment that someone didn't actually read what I took the time to write. Got another reply that explained why the gift cards didn't work. Totally ignored my request for recognition for the local sales people and ignored the real problem which is the 3 week delay caused by their incompetence. Wrote again, same story (I did get thanked multiple times and told how glad they are to help, though). Only this time they say the people will be recognized. All I have to do is fill out their survey to tell them how they are doing. Thought that's what I had done by filling out a previous survey, talking with a customer service person online to ask that they pass the problem along, and writing 3 separate times. Have asked for a phone call from someone who cares and asked repeatedly not to receive condescending and pointless emails. What do you get? More useless and pointless emails. I agree with previous poster - what happened to a company that used to be honorable, trusted, and care abut their customers? It saddens me to think that the incompetence and lack of caring of the online department will inevitably lead to good people in the stores losing their jobs. | |
| jacqueline cain | 2/8/11 |
| actually, the score is a minus number. long story short.......ordered refrigerator on line, to be delivered 1/23. on morning of 1/23 was told it was damaged in transit, was a discontinued item so no replacement. told to call another number, choose another frigerator "at no additional cost". called number, picked out frig, called 2-3 days later for delivery date, was told that i couldn't have that frig (939) for the same price (779). asked about refund of $845.00, was told 7-10 days. called back in 8 days, was told 7-10 business days (which would have ben 2/7). called on 2/8 and after being disconnected twice, got someone who said the order had not been cancelled properly and it would be another 7-10 days. asked for manager, was told it was being sent to "off line department", said i wanted her manager, manager came on line saying "how can i help you?". how annoying is that. she said it would be another 7-10 days, that was the best they could do. called corporate, was told he would try to expedite it but it would still be 3-4 more days. | |
| Store 1343 | 2/9/11 |
| I am an employee for Sears Camnbridge in Massachusetts, store 1343 and have been for the past 7 years. I was present, as a Sales Associate, when Tara was the Store Manager and when Danta was the Operations Manager. I was promoted to Lead shortly after Tara came on board due to my work. One of the ASMs at the time was and still is Jass who is still working as ASM. When I became a Lead I alway believed this to be far and worth my time. I really felt the store was going to change for the better. The reality is I helped to terminate Mr. Saxton believing the Operations Manager and an ASM who was present and alway with Dante. At the time the District Manager was Donna. She pushed the CSAT issue and made it clear this and credits needed to be constant. During this time Dante wanted to be the Store Manager and what we simply did was to take customer's receipts from all over and ensure customer service scores was high. I knew this was wrong but according to the ASM who is the only ASM left from that time said this would help CSAT scores when the Ops Manager was present. Now, when ever the Store Manager was present we would do the opposit making him look as if he was a problem. This was not just the only thing done. Some times we would create problems and call 88Sears to complain about anyone we didn't like. One of the greatest worry was, if I didn't participate the Ops Manager would simply fire me by creating false claims. This same method was used to terminate several associates who refused to follow what they wanted. In fact if you were to look you will find people promoted who are major problems. The reason I am writting this is because I have pushed away from these acts and have been question on whos side I am on. I have seen these people set up Steven to get fired and I also saw the same actions on Tara. We now have a new Store Manager, Josh, who is a nice guy but I can see he is falling into the same trap. Although Dante is gone there are those who are still present that learned and continue to practice the same things. This store is such a mess that Floor Leads and some Associates have sign in and password to the Ops managers log in. I know for a fact people are still using Dante's sign in gaining access to pay-roll and other information. Just as an example of how things are, one of the Floor Leads managed to call out sick and get paid when the HR Lead was off on vacation. It was at this point I realized I needed to step back and avoid. Since then it has been very difficult. I have seen good friend, Sales people get fired or quit because of two Floor Leads. I have also seen these Associates try to report this to the Store Manager but he only pays attention to the one male ASM and what he says goes. I guess the reason why is because this ASM covers for the Store Manager. Like the ASM told me, if the Store Manger, Josh, ever tries to go against him, the ASM, he will file a report. So you think I should report this to Asset Protection. The only problem is, when Steven and Tara were Store Managers the ASM, Dante and the Security Manager, Dave, worked together in planing things. There where known as the Three Mousekaters. Like little mice running around planning things while the Cat was away. Since Dante has gone the Store Manager has fallen into the ASM's mess and doesn't even see it. The store employees also know that the ASM and one Floor Lead are intimately involved. When ever the Lead does anything the ASM is present to protect her. The funny thing is this ASM is not her manager yet he gets involved. To be honest I even have pics to prove the relationship. One of the other things done by this group is to use the security cameras to try and find the smallest violations to terminate employees. I used this as well. We had an employee I didn't like at all and when I found a reason to get ride of him I terminated him. If it wasn't because of HR getting involved I would have succeeded. I then needed to first call 88Sears to report my findings. I had no idea this was the way it needed to be done but Dante and the ASM said it was. In any case, the situation and hostle work has become normal. If you are a hard worker that is fine provided you do was you are told by this group. Now we have several Sales Associate who feel comfortable disrespecting me and as a man and employee I realized what I did. I know of several people who told me they where going to complain to the District Manager. What they don't know is that the District Manager is leaving and as soon as these employees file a report people will begin to find reasons to have them terminated. Some of these people are family people who have been around for a while that refuse to work anyother way then the Sears way. I presently know of one Soft Line ASM that if she does not watch herself she will be set up. From what I know I am suppose to undo the work she does when she works late so that she gets in trouble for it. Also for the up coming inventory we are suppose to ensure things are disorganized and out of order creating a problem. What am I going to do? To be honest I don't want trouble so I will act things out. I can't call 88Sears because Josh will tell Jass who called and what. I can only hope someone looks at this and sends someone to help. If I am questioned I will say what I know as a Lead but at this time I will wait until someone comes to the store. I feel we need the Corp. HR and Corp. Security. To give you proof just the other day I used Dante's log in. I also have the GM sign-in and password since the ASM asked me to do something. I did my mistakes and just want to work that is all. I hope you can help. | |
| Craig Halvorsen | 1/29/11 |
| "0" Stars for customer service. I ordered merchandise which never came. Using online and 2 phone calls was no help. They told me I had to call the third party company. Sorry, I ordered it from Sears, it's their responsibility. Over 30 minutes on the phone and 20 minutes on hold is ridiculous. The operator didn't want me to talk to a supervisor and finally when she connected me I hung up after 10 minutes on hold I hung up. Just what they want!! Sears is so big my little purchase doesn't concern them. I will never order from Sears again. | |
| jerry Beane | 1/30/11 |
| My wife and I purchased a Samsung Refrigerator on January 22, 2011. Today is January 30th and the freeze is not working. The setting is a digital setting at 8 below zero. I called this morning for a service call and the service schedule was to send out someone this coming Saturday February 5th between 8-12. I explained the freezer was out and food was thawing. The person said to make a list of the items and they would pay for them. We have the Master Service plan and cannot get a service person for 7-days. That is absolutely bad service and Sears should change their service. We have purchase Sears products for over 45 years and I must say this will be the last. WAITING TIME 7 DAYS FOR A FREEZER BEING OUT. We bought the top of the line Samsung and expected better service. It was purchased from the Sarasota, Fl. Sears store. Jerry Beane 6415 Midnight Pass #901 Sarasota, Fl. 34242 | |
| | 1/31/11 |
| I am truly disapppointed in Sears' customer service process. Over the past month I have attempted to replace a defective Magtag wall oven with no luck. I have been transferred from person to person; department to department; placed on hold for minutes on end; and calls dropped. Finally, you think the problem is resolved and a delivery/installation is scheduled only for a truck to arrive (Saturday 6:15 p.m.) and the driver tell you "He only delivers and someone else has to install it." Well,I was upset to say the least. Delivery wanted to leave the oven in a box at my house and I refused. Delivery contacted someone in customer service who supposedly scheduled installation for the following Monday; I received a confirmation call Sunday evening to expect Sears between 8:00 a.m. and noon on Monday. Because of my lack of confidence in Sears' customer service I called and sure enough the order was never received by installation. Another day wasted and countless hours of frustration talking with C.S. I am promised installation tomorrow. Won't be disappointed if it doesn't happen(just furious) because it seems to be the way they are doing business these days. There appears to be no accountability and poor internal communications. Sears' customer service process does not serve its customers well. Now here is my story: Bought a Maytag wall oven 11/14/2010. On 12/11/2010 repair was called because oven was not heating properly and rubber seals inside oven came off. On 12/18/2010 repair was called again because oven would not heat. Repairman checked oven and determined there was a defective wire and the control board needed replacing; however, it would be 01/05/2011 before it could be repaired. Needed an oven for Christmas cooking (family coming to celebrate with my 96 year old mom); therefore, Customer Solutions suggested I swap out for a new one which could be delivered 12/24/10. I agreed and received a confirmation of delivery/installation for 12/24/10 between 8:00 a.m. and Noon. No, they did not come nor call. At 11:30 a.m. same day, I called and was told that the order did not "bridge" with the installation department which translated into I would not (did not) have an oven to prepare Christmas dinner. Christmas plans ruined. For whatever it is worth it pays to shop around because Sears isn't customer friendly anymore except when you are in the store making a purchase. | |
| Aude Charles | 1/31/11 |
| Do not buy any appliance from Sears, nothing, ever. Keep especially away from the refrigerators. | |
| J Galens | 1/31/11 |
| I took off half a day waiting for service on my washer. I had a window from 1:00 to 5:00 pm. After waiting from the time stated above I get this call from Sears at 3:30pm telling me that they must cancel my service call for that day and did I want to reschedule for another day. Guess what? The only time that was available was a week from my original appointment. I was so upset but what other choice did I have. I had to make another appointment. They apologize for the inconvenience but I should have not had to pay for the 85.00 service call or they should have offered half that. I will never purchase any more appliances from Sears. There service repair really stinks. Disappoint me again J.Galens Michigan | |
| Odelia Cardona | 1/31/11 |
| I called Sears about my garage door opener. It worked sometime or I had to push the button severe time. So I called sears they said that they couldn't send somebody until two weeks. They told me to get on a ladder and unplug it then put it on again. I am 67 years old but I did it sever time if I wanted to use it. I had never had to wait this long to have a repair. I have been a customer with Sears for 47 years. I have also call them to please send me a copies of my other appliance coverage,because I have misplace them. They came today and it only took no more than 20 minutes. | |
| Louise Boyles | 1/17/11 |
| Wish there was a rating for zero stars. The sale ad started yesterday and the store opened at 12:00 noon and at 12:03 I promptly called the store and reached a rep in electronics who said they were very busy and could he call me back in 5 minutes. He never called until after 2p.m. In the meantime i called and reached a soft lines lead (the manager of the store is on vacation) who told me because they were such a small store they don't carry the electronic item. I called back to the store and spoke with the electronics dept mgr. who said they were out and I could come in and pay for the item and it would come in 12-14 days. I asked if there was a demo model since I would like to look at the item before purchasing and the only thing available is a cardboard cutout. I can look at it online better. I just spoke with a person in the corporate office (supposedly) but I really think he is a CSR because he sent my complaint to someone else and I can't wait for this call. At this point I told them they could give it to me free and I wouldn't accept it. Corporate Office address is 3333 Beverly Road, Hoffmann Estates, Ill 60179, phone number 847-286-2500. don't let them put you through to customer service. Sears and I are done!!!!!! | |
| Reginald Hill | 1/19/11 |
| I purchased a state of the art Carrier Air Conditioner approximately 2 years ago. I have been out of an air conditioning for 2 months and I have gone through 3 air compressors. I have an extended warranty and I have ask for a cheaper replacement model but no one has helped me. Seras has cancelled at least a minimum of three and several appointments they just never called or showed up. I want my appliance changed to a different model but my case manager will not return my calls or speak with me when I call. A internal clerk sent him an email to contact me while I was on the phone but he never called. I verified he was at work on 1/18/2011. | |
| V.Thompson | 1/19/11 |
| As i thought "no credit yet". 2 months and waiting..... | |
| Roy Khan | 1/20/11 |
| I stopped at Sears Auto center On Tuesday January 18th to get one of my wiper baldes replaced. It was raining very heavily and I was unaware of the broken blade until it was time for me to leave for work. When I got there about 9.30 am I was pleasantly surprised to find the auto bays totally empty and no customers in line for service. I approached a gentleman who asked me how can he help me. I told him my problem and was shocked when he said "you will have to leave it with us" I tried to reason with him by telling him that I was on my way to work and and it would only take one of his servicemen about 10 minutes to replace the broken wipers. He insisted that I would have to leave my vehicle. I then looked through the huge glass bay window at the empty service area and saw one of the mechanice just walking around as if he was lost. So I said to the gentleman "can this mechanic do the job for me?". Again I was in shock when I was told "he is going on his break" Really at 9.30 am !!!!!! Shame on you Sears !!! Needless to say I will never return to Sears Auto Centers again !!!! | |
| terry young, san jose | 1/20/11 |
| hello, the store manager in your san jose store has been very elusive as to calling to remedy my prolem with my oven unit. unit installed in early nov. has never NEVER worked, and 4 repairmen have tried to fix the unit. the last repairman said," not field repairable" and left it in my hose in pieces just prior to xmas. mateo, the store manager said he had a unit to replace it comming on jan. 06 .... the replacement has never arrived and now is no longer in stock anywhere. I HAVE READ THE SEARS CORPORATE CODE OF CONDUCT, AND IT APPEARS TO BE JUST WINDOW DRESSING. THERE IS NO FOLLOW THROUGH AT THE LOWER LEVELS. SORRY SEARS HAS FALLEN TO THIS LEVEL. | |
| Ketki | 1/21/11 |
| Never place an order online or over the phone with Sears!!!!I am a very unhappy FIRST TIME consumer and have never been so mistreated. I placed the order for two appliances Freestanding Stove/Oven Unit and a Gas Hood Range, as a gift for my parents. Both items to be delivered and installed simultaneously along with haul away service for each. Never once did the customer service with whom I was on the phone with for about an hour trying to make sure everything was covered on this order and there would be no last minute hiccups, mention to me that a GAS LIGHT was needed. I found that out from an installer that was already on the premises doing the install of the free standing gas stove/oven unit. I had to call and give my credit card to have that ordered and luckily they had one on the truck so they were able to complete the installation. Than I receive another call telling me that they are UNABLE to install the Gas Hood Range. Again, customer service representative didn't mention to me that two different installers were needed for this ONE JOB to be completed. The installer that delivers and installs the stove/gas unit CANNOT install the gas hood range. Hence, now I have to reschedule for someone to go out there to have that installed. Now the gas hood range is sitting at my household and NO ONE will be installing it till the following day. Whole process was 7 phone calls while I am at work. Talking to seven different representatives including the third party Installation company that Sears deals with. I asked for a full refund/cancellation of my order as it has been a complete nightmare only to be told that they already recycled my old units and so I have to keep the order and deal with all the delays and there is nothing that can be done. How very convenient, no delays in destruction of the haul away units so the customer is stuck with the new products regardless of the | |
| Ketki | 1/21/11 |
| I placed the order for two items,Free standing Gas Range Stove/Oven Unit and Gas Hood Range. Both items to be delivered and installed simultaneously along with haul away service for each. Never once did your customer service with whom I was on the phone with for about an hour trying to make sure everything was covered on this order and there would be no last minute hiccups, mention to me that a GAS LIGHT was needed. I found that out from an installer that was already on the premises. I had to call and give my credit card to have that ordered and luckily they had one on the truck so they were able to complete the installation. Than I receive another call telling me that they are UNABLE to install the Gas Hood Range. Again, customer service representative didn't mention to me that two different installers were needed for this ONE JOB to be completed. The installer that delivers and installs the stove/gas unit CANNOT install the gas hood range. Hence, now I have to reschedule for someone to go out there to have that installed. Now the gas hood range is sitting at my household and NO ONE will be installing it as of today. Mind you all this was a process of 7 phone calls while I am at work. Talking to seven different representatives including the third party Installation company that Sears deals with. I asked for a full refund/cancellation of my order as it has been a complete nightmare only to be told that they already recycled my old units and so I have to keep the order and deal with all the delays and there is nothing that can be done. (Very Convenient for Sears). Absolutely nothing was offered to me as a first time consumer of Sears to compensate for all the inconvenience caused and what was offered was merely an insult. I will be sure to let all friends and family know of this experience with Sears. | |
| Kelli Delaney | 1/22/11 |
| I don't shop at Sears and did so online only because it was Christmas and they had an item that I was looking for. After the ridiculous customer service experience (that term is a joke) I decided I would never shop at Sears again, but at the same time I thought one person won't make a difference. I'm glad to see others have decided to do the same, so maybe Sears Corporation will take notice and make some changes. To make a very long story short, I signed up for their ShipVantage program which was supposed to be free for 30 days. I have experience with these kind of offers so I made sure to cancel within the time frame, but the CSR didn't enter it into the system so I was charged $83. I have called a total of 5 times to correct this and each time I'm told something different by a different rep. When I called the third time and demanded a supervisor she refuse to connect me with one. This has been a lot of time and follow-up on my part for a mistake on theirs. Not to mention that for many people $83 is a lot of money to have missing from their account for a month. Also, a couple of the CSR took a nasty tone with me because I was tired of repeating myself. I'm just completed tired of dealing with them and I want my money back! | |
| Karen Millett | 1/22/11 |
| On 12/21/11, I purchased a Docker's luggage set from the Reno Sears for my husband for Christmas. (we were going on a cruise for Christmas) This was a 5 piece set, with smaller pieces inside one large piece. It was on sale and my total came out to $107.71. The sales clerk that day range me up, I used my bank debit/credit card, and the clerk proceeded to take off the OUTSIDE sensor off the luggage. On Christmas morning when my husband opened up the luggage, we realized the clerk had failed to take off the sensor off the inside pieces of luggage. I live about 45 minutes from Sears in Reno. I took the inside two pieces back to Sears to ask if they could please remove the sensors from the two pieces of luggage. I could not find my receipt, but I did show the clerk in my checkbook where and when I had purchased the luggage for $107.71. The clerk basically implied I had stolen the luggae because I didn't have my receipt. She questioned me as to when I bought it, if I could remember who was working, and stated that SHE was always there on that day and did not remember me. I was appauled! She also stated that the clerks ALWAYS open ALL THE LUGGAE PIECES and remove EVERY SENSOR TAG. Wow, really???? So when she realized I had written down the EXACT amount of what the luggage would have come to on sale, she decided to remove the sensors. Well, this isn't all. I didn't realize there were still two smaller pieces of luggage inside with still yet two more sensors. So on 1/21/11, I proceeded to the Reno Sears (45 minutes away, mind you, for the second time). I HAVE NEVER BEEN TREATED WORSE AT A DEPARTMENT STORE IN MY ENTIRE LIFE. I spoke to the manager, and THIS TIME I decided to bring my bank statement showing proof of purchase, as I still could not find my original receipt. THIS WASN'T GOOD ENOUGH!!! This manager was soooo rude to me. Because THEY could not find the transaction in their computer, and I didn't have my original receipt, she stated she could not take the sensors off. I told her she COULD AND WOULD take those sensors off. Just stick those sensors in that little machine and remove them. After she took the sensors off finally, she made some threat about calling security!!! She didn't care that I had gone through all this trouble, could not take those pieces of luggae on our cruise, had made two trips to Sears, and BROUGHT MY BANK STATEMENT TO PROVE I PURCHASED THAT LUGGAGE!!!!! WOW. I thought Sears was a quality department store. I WILL NEVER, EVER, SHOP AT SEARS AGAIN AND WILL TELL ALL MY FRIENDS AS WELL write a letter to the corporate office (after I call and get that manager's full name) | |
| Maria Gonzalez | 1/22/11 |
| I have always been a great fan of sears, never really had much problems until now. During christamas shopping I decided to get some items on credit. Well nothing was approved until the 24th and that was only two items a nintendo DS and a 17 in 1 Bundle. The problem is that my credit card was charged four four items instead of the two I received. I have been trying to have them take the charges off my card and have even disputed that from the sears credt card and still to no luck. Its been now a month and still nothing except they did not find sufficient information to verify what I say so I have to pay. It is very frustrating what I am going throught . Sears and their credit card department do expect a payment in time otherwise they mess you up big time in your credit, but when its about the client, they don't care!!! This is not staying like this, I will get it to the new if I have to. Completely outrageous!!!! | |
| mrs. Novetzke | 1/23/11 |
| what is wrong with you people ?? why does your appliance tech work so late. i do not like the idea that the tech's come to our home so late. don't they have a home life? they may work for yoy but you do not own them. shame on you for making them work so late. they need to go home to their families. i know of other customers that feel the same way. we do not want tech's coming to our home after 7:00 pm. all you care about is money and not the tech's life and health. | |
| jean | 1/24/11 |
| we purchased a fridge and range from sears , it was to be delivered on 1/23/2011 .the men called to bring our appliances, they would be to our home in 15 minutes , we had our stove disconnected and had empty our fridge ,we were very happy.we saw the truck pull up on the road and it stopped, then our phone rang, it was the dispatch office the woman said the driver did not feel safe coming up our drive way . we had snow on friday but our drive way was clean,we do have a long drive way but there should not be any reason for them not to have made the delivery. my husband we out and spoke to the driver and he said that he tried to come in our drive way . that was a lie , we were sitting in our kitchen and saw the truck pull up, he never tried to deliver.he then got into his truck and left. i think is a shame the way people are treated by the sears team.i will never shop at sears again , we called the delivery number and canceled our order, we went some were else to buy our appliances,p.s got a better price ,and no delivery charge.sears lost out. | |
| Lauren | 1/24/11 |
| I went the Sears store in Council Bluffs to try and get a part for my husbands saw. I knew what part I needed but they refused to order it for me. I asked for a manager and he just gave me a phone number of a different place to call. It's not a huge deal I know but it seems like pretty bad service to me. | |
| Dianna Klaren | 1/25/11 |
| Sears has the worst customber service support, telephone and via chat. To purchase an item from Sears online is a headache! If an item is damaged, Sears promises to have UPS pick it up from your home but never does. I have had this problem twice already. The current situation has been going on since Dec. 24th, 2010. It is now Jan. 25th. Every representative gives you the same story. Calling or chatting online with Sears is a waste of time. I don't care how inexpensive an item is at Sears, I WILL NO LONGER shop with Sears. | |
| Dianna Meadows | 1/25/11 |
| I will never purchase another thing from Sears again. Your appliances may as well come with throw away stamped right on them.When they break down the repair bills are so high you can replace the appliance for a few dollars more.When you call to get repair out to your house,they start with one quote for a service call and keep throwing options at you to increase their profits no doubt.HAD ENOUGH!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! | |
| K. Langley | 1/27/11 |
| We bought a snow blower from the Mentor Ohio store on December 8, 2010 for $849.99. We bought a large snow blower as my husband is almost 65 and has had back surgery. We wanted a model that was self propelled so he wouldn’t be pushing or pulling. We weren’t able to pick it up for a few days. We were told that for pick up that you would load the blower into the truck. When we picked up the blower a man my husbands age rolled the blower on a cart to out truck. My husband, son and I waited for the others to arrive to help since he said there wasn’t any machinery to load the snow blower. He told us nobody else was coming, and that he was unable to help lift the snow blower as HE had a bad back! We couldn’t assemble it to drive it up the ramp we brought especially since we didn’t bring any gas. (Has he had this situation before? Had a quick answer!) The three of us with the assistance of one employee got it loaded. We did un-crate, read the instructions and assemble it to drive it down our ramp. Starting has not been a problem. Engaging the auger to blow the snow has been an issue. We have called MTD per the instructions. They told us that since it was a brand new unit, not used we should call the store. We called the store and couldn’t get in touch with our salesman. We gave up and asked advice from the associate in the department and was asked if we bought the extended warranty. No, we didn’t. The associate told us that if we HAD he could send someone to the house to look at it. Since we hadn’t, he gave us a phone number to call for service. We called the number. They asked about the extended warranty again. THIS IS A NEW UNIT. They told us we should take it back to the store, to the department where we bought it. We called the department to confirm and were told they can’t help us. Getting annoyed that everyone is readily available to TAKE my money but not to help serve the customer, I called the store in Mentor Ohio, where I bought the blower. The date was Thursday, January 20th at about 2:30 in the afternoon. I asked for the store manager. I woman answered the called and said the store manager was busy in a meeting but she would be glad to help me. She identified herself as the Operations Manager, I think she said her name was Lauren. I went through my disturbing saga. She told me she would look the information in her computer. While talking to me she found our name, address, etc in her files. She said she would go to the department, talk to them and get back to me in 20 minutes. That was last WEEK and we still have not received a call. We have continued to try to find the problem on our own. (Which we SHOULD NOT have to do on a NEW unit.) We found a local dealer who could repair/adjust the belt, which is what he thinks might be the problem for a few hundred dollars, on a BRAND NEW UNIT. 1) Poor customer service loading my truck once you had my cash 2) The sales people can’t help me. 3) MTD refers me back to you as it is a new unit. 4) You refer me to BUY a warranty. 5) I call the service department and they tell me to bring it back (it weighs 200 plus pounds) 6) I call a manager who promises to get right back to me in 20 minutes and am still waiting. Are you giving us the run around until the warranty runs out???? 7) If I am having this much trouble with a NEW TOP OF THE LINE unit, I have no confidence that it is going to last. 8) If I have to load this unit back in my truck to bring it there for service, I won’t be bringing it back home. 9) I am filing a complaint with my credit card company. I have already paid the bill, but I’m going to see what they can do to help me. | |
| Kyle J. Wright | 1/27/11 |
| I have never had a problem with Sears but the Greenwood store is spamming Craigslist. It's a shame for one store to blacken the name. | |
| Mrs. deCandia | 1/27/11 |
| After two frustrating and fruitless days on the phone with no results, and a service call in which I was subjected to a bigotted slur from a service technician over a lemon of a dishwasher that had four service calls and repairs over a five month period for the same issue. I was ready to give up in disgust with Sears. I have been a long standing customer, and was treated poorly until I contacted corporate as a last resort at which time I spoke to DEPESH. He listened intently, apologized for my terrible experience and quickly resolved my issues with the greatest of professionalism and customer savvy. I am most appreciative, and feel that this young man should be used as an example for PR at Sears. I am exceedingly appreciative of his efforts and for resolving my problem. Thank you, Mrs. deCandia, Memphis, Tn. | |
| Angie Taylor | 1/28/11 |
| I bought a washer from Sears and they said if I paid $399.00 I would get a $75 rebate for delivery. I got a 5% discount and I specifically asked - will this be a problem with the rebate if it takes me below $399? Oh, no - not a problem, plus you are paying tax so it won't be a problem. Yes, denied, because I was below $399. Went to the Sears store where I bought it - said you told me this wouldn't be a problem. Oh, did we? They didn't care, didn't know the managers name or the district manager. They were not concerned in the least. Great service and the last time I will ever use Sears. I hope the store closes, because it is poor service, poor quality, and no concern for the customer. | |
| CHARLES NORRELL | 1/26/11 |
| WE HAD TO HAVE A IGNITOR REPLACED IN OUR CENTERAL HEATER. WE ARE BOTH IN OUR 70s, WE WERE QUATO THE PRICE BEFORE THE TECH DID ANY WORK. WE KNOW THAT THE IGNITOR WAS THE PROBLEM. WE HAD TO HAVE HEAT IT WAS SO COLD. SO WE AGREED TO HAVE IT DONE. IT TOOK THE TECH ABOUT 15 MINTUES TO REPLACE THE PART. THIS WAS $263 WHICH IS OUTRAGIOUS. WE WILL HAVE TO CUT BACK ON BUYING FOOD THIS MONTH. THANK YOU....NORRELL'S | |
| Anita Flores | 1/27/11 |
| On 01/09/11 I purchased a Pandigital Black Croc Portfolio Case for 7" Reader of which I paid $40.80 after shipping and handling. However, when I received it on 01/12/11, it did not fit my eReader, and the receipt that accompanied my item showed that I paid $12.99 for the case. I immediately contacted the Customer Service number. They said that since they were in error they would issue a UPS "call tag", so UPS can come by my house and pick it up. Well...it is now 2 weeks later and 5 phone calls and 6 emails, I cannot get them to issue the "call tag" for my item to get picked up. The last email I received from Sears stated, "After reviewing your account, I see you have placed an order for "Black Croc Portfolio Case for 7in. " on 1/9/11. A case of different size was shipped to you however you do not know the name of the item. I apologize for the miscommunication in our previous emails. I am sorry to inform you that we are unable to issue a call tag unless we are sure of what has been shipped." Are they kidding me??? I cannot believe that after all my emails and phone calls, they still believe I do not know what item I received. What difference does it make what item they sent me. The package says its a Pandigital Black Croc Portfolio Case for 7" Reader. What more do they need? Sears...I was one of your biggest customers. I have spent thousands of dollars in your store over the past 30 years. I cannot believe that you are willing to lose a customer over an online item that cost me only $40.80 and which you refuse to refund me my money. Anita Flores Texas | |
| Angela Bowles | 1/12/11 |
| Santa Rosa, CA Long time shopper at Sears no more! Your call center for customer services is ridiculous! Looping you to voice activation for hours on end. Call centers farmed out to India who have no clue. Wow! Walmart has it together soooooo much better and that is saying a lot! Wish I would of come to this site before we bought our bed. Would of went and will go elsewhere. | |
| Martin Fox | 1/13/11 |
| Dear Sears Customer Service, Although I doubt very seriously that this complaint will be taken into consideration or that I will receive any satisfaction from Sears regarding this situation I will write this anyway. After letting down my guard after prior problems with Sears appliances and purchasing a new appliance from Sears just over a year ago we once again have a major problem with your appliances. Namely a Sears Kenmore Model 790 electric range which has a left rear burner that will not turn off. This is a very dangerous problem with this line of stoves. Similar incidents with this range and other Sears’s ranges with the same problem, an eye that will not turn off are all over the internet. This product should be RECALLED! AS a former fireman I KNOW that this can cause a house fire! This product is just over one year old and of course out of warranty. How convenient for Sears that problems always seems to occur just after the warranty expires. I find it very disappointing that Sears to have joined the ranks of so many US companies today where the motto is “take the money first and to hell with the customer” What is particularly problematic with this burner not functioning is that just myself and my wife live at this residence and we don’t ever even use the left rear burner. I know it’s just a switch in that has gone bad. I can probably repair it myself. The point is if you continue to offer for sale inherently dangerously faulty appliances to the public its just a matter of time before a house fire occurs with the possibility of loss of life. Here is what I intend to do. A copy of this letter will go to every single federal consumer protection entity; every internet consumer complaint site and I will submit a review on this product wherever possible. Suggestion to Sears vendors: Stop buying these switches from China or wherever they come from. Find a vendor that can supply you with components that are Underwriters Laboratories tested or equivalent. In closing I have to say that once again for obvious reasons I will never buy another Sears product. Martin Fox 1-13-11 | |
| Lynn Moore | 1/14/11 |
| I have shopped at sears for 35 years and after this experience will NEVER shop there again. I bought a frig and 11 months later the ice maker stops working. I call for a repair and when the service rep came to my house he told me it wasn't the ice maker it was my water line to the ice maker. He then offered to fix the water for $200.00 as a "side job." He never took the ice maker apart or anything else. I had a plumber friend come to my house only to be told there was nothing wrong with my water. I called customer service explained what had happened and the response I received was "what do you want us to do about it." I was so mad but did not want this to interfere with the repair of my frig that I asked for a different tech to come to my house and fix my frig. To my surprise the man at my door was the same tech that had been there before. This made me very uncomfortable and even more so as he was actually fixing the problem I was interrogated as to who fixed the water problem and how much did it cost me. I can not believe this is how a large company operates. After the tech left I contacted the customer service dept. and they acted as if this was an ok practice. I have tried a dozen phone calls to various numbers and as of yet have received no satisfaction. How can Sears not care that their employees are out there trying to make an extra buck and lying to their customers. This has fallen on deaf ears so my only recourse is to tell all my friends and anyone else that will listen to STOP purchasing Sears products. What a shame. At one time the Sears name actually meant something, I now understand why their business is going done hill. | |
| Wendi O | 1/14/11 |
| The sold me a fridge.. told me I could open a sears card and get free delivery it was the special going on. they asked if i had a haul away i did not.. they not only charged me for the haul away but keep denying my rebate because they said i opened a sears card one or the other!!!!!! what!!! they didn't tell me this when i bought this crap and she even explained the rebate process to me!!!! their customer service is aweful... so I am writing a letter to corporate and if this doesnt' work i am going to the store myself to raise hell. WORST EVER!!!!!!!!!!!!!!!!!!! | |
| Mr. Daniel Duogherty | 1/14/11 |
| It has come to my attention that sears delivery personel are not licensed electricians nor plumbers but they are instructed to perform duties that could lead to potential tradgedies. I had a gas range delivered and installed. At least, I thought it was. A little after the delivery my wife and I went out for the evening and upon our return gas fumes were all thru the house. I had to call the fire dept and city gas company was alerted as well. Once they investigated we were told that the line was not connected professionally nor was it tested for leaks. Had it been tested, the leaks would have been noticed. We were asked who did the installation and we explained that it was sears delivery. It was speculated by gas company serviceman that sears delivery are not licensed nor do they have a certificate of training. In other words, they are not qualified and they should not be authorized to perform these types of installation. We were charged $500 by the gas company to fix the problem. Sears did take care of the bill but it cost them our trust in them. I dont want anyone with out a license to perform a duty that requires a license. I have a strange feeling they still have non-licensed personel doing installations of this kind. BAD BUSINESS, especially, when it could lead to a tradgedy where we all lose!!!!! | |
| Richard Bergamini | 1/14/11 |
| First let me start off by saying Sears has one of the most untrained and confused customer service staff's I have ever had to deal with. I needed service on my washer this week and made an appointment early last week for this past Monday. My wife stayed home all day waiting for a tech only to get a call late in the day saying the tech was tied up and they needed to reschedule us. The appointment was rescheduled for today by a tech who (after and hour and a half), promised me a first appointment (8:30am) as there were two service calls in my area and he would schedule mine ahead of the other. I purposely took time off from my morning work schedule to make sure I would be home and of course, by 9:00am, no tech. I called and explained the issue to Sears customer service and asked to speak to a supervisor after I was told that customer service techs have no business quoting exact appointment times to customers and a tech would be at my house between 8am & 5pm (which was not acceptable). I was placed on hold for twenty minutes and finally hung up after no supervisor bothered to pick up. I called back again, explained my situation (yet again) to another rep and asked to speak to a supervisor and was promptly placed on hold again for another ten minutes, with no supervisor picking up. Apparently Sears has an uncaring staff of supervisors who cannot be bothered to field customer complaints. If they "worked" on my staff they would very quickly be shown the door! Fortunately a very nice tech (Eric) called letting me know he was on his way and arrived quickly handling my issue much to my satisfaction (no help from customer service). I am very sorry that I EVER entered into a service agreement with Sears and you can be assured that when the agreement expires I will be taking my business elsewhere. (Along with never purchasing major Sears appliances again!) This display of "non-customer service" is an embarassent to Sears and all who represent what used to be a top retailer. | |
| R. Brown | 1/1/11 |
| I bought a refrigerator, dishwasher, and range from Sears in Bel Air Maryland in July, 2009. They were having a "once in a lifetime" special, and said they would hold our appliances until we could install them in the winter of 2010 when our remodeling started. Our contractor defaulted, and we couldn't install until August of 2010. Sears assured us that this was no proplem and our warranties would be effective from the delivery date. When we asked for delivery, they said the range was out of stock. They tried to give us a cheaper model at the same price, but finally gave us an equivalent range, to be deliverd 3 weeks after the other appliances. The other two items were delivered and installed. The dishwasher stopped working two weeks ago. Sears said they show a delivery of July 2009. Faxed the delivery paperwork and they said it didn't it didn't matter because their computer is never wrong. They said the only way to get it fixed is to buy a $249 service contract good for 1yr. | |
| pat | 1/2/11 |
| after buying 4 new tires sears natick mass the next day flat with the help of AAA they charged me more for valves which were fine with old tires and kept my car for 6 hours picking it up the rep got out of my car leaving a mess on the car floors and when I checked the new tire that was flat was not replaced and all were not 35psi as book recommendations of the car plus these tires sell for set of 4 680.00 in this area not 750.00 as sears of natick charged. I would like my differance | |
| Don Gatti | 1/3/11 |
| My wife and I built a home 3 years ago and put all new sears appliances in it. In that time we have had our kenmore elite washer worked on 4 times and it still sounds like a f-15 fighter jet taking off when its running(thats the new problem). The kenmore elite refrigerator has been worked on 3 times. The filter housing has been an issue the water keeps over flowing. Then our kenmore elite dishwasher has been worked on a few times. Some issue with the cleaning solution part.....not sure exactly with all the issues...I have lost count but I'm sure my service man knows. The only solution sears had for me was by an overpriced warranty for each item...WHAT A RIP! No problem though sears, I learned a lesson from my dad a long time ago....anyone can sell anything but can they take care of you? The answer is NO. Guess its time to shop elsewhere! | |
| George Joseph | 1/3/11 |
| I purchased an LG refrigerator on October 31st, 2010 at Sears in Laguna Hills, Ca. I was advised by the sales rep that I was eligible for a $200 rebate throught the Cash for Appliances program offered in CA. I submitted my claim but with all the necessary documentation and followed up on the status of my rebate 3 weeks later and was told I was missing information on my claim. It was completed properly and I resubmitted it again. In following up again several weeks later, my claim is again being denied and to add insult to injury they are telling me that the rebate program has expired and they are no longer sending out rebates. Buyers beware of the shady appliance sales reps that work for Sears. Sold a bill of goods and was not helpful at all in my attempt to claim my rebate. a one (1)star rating is being generous! George Joseph California | |
| Amber Yarbrough/Josh Patton | 1/3/11 |
| I recently purchased new floors for our kitchen, as well as new kitchen countertops (which have already been installed). This past week, the crew came out to start the floor project, which I was told would start at 11 am, and would be finished in one day. The crew did not show up until 12:45 and started doing a job that was not what we initially paid for. The crew spoke little english and was very nice and courteous, but I am very upset with the Sears service. This crew was sent to do a job at my house that was not what we even discussed at the time of purchase, which took place in my home a few weeks ago, with myself and my fiance' present. And all I kept hearing was "we had no idea we were supposed to do that". I walked into my kitchen area while the crew was working and realized that they did not remove the old tile before laying down the grout to "float" the new floor. When I realized they had not removed the old tile, I called my fiance' who then spoke to the crew at my house. The crew told me "we had no idea we were supposed to tear out the old tile". The crew walked outside and called their boss to "figure out what's going on". The crew came back in after about 20 minutes, and began removing the tile. When they were about half way done, I walked back into the kitchen area to check on things and noticed my bottom cabinets now have TONS of chips in the paint and wood where the tile apparently flew into the cabinet doors while being removed. Not just chips in the paint, but chips in the WOOD. There were even pieces of broken tile stuck into the cabinet doors. My living room is COVERED in a layer of dust, along with the computer keyboard I am typing on right now, all my furniture, my fireplace mantle, tv, lamps, my $1700 Mac computer, computer desk, floors, and everything else that is in my living area and formal dining room because our kitchen area was not sealed off from the rest of my home during demolition. We were told the crew would (and I quote) "seal off the kitchen area so no dust or tile chips will get into your living area". There was a young boy here, about 13-15 years old, holding up a green tarp in the area between my kitchen and living room. Nothing was "sealed off". He was simply holding up a tarp with his hands. DUST FLIES and it spreads everywhere, obviously. I have a 3 year old daughter that I was constantly worrying about stepping on broken pieces of tile that had flown into our living room, which I spent 20 minutes sweeping later that eveing. We were also coughing and sneezing for 2 days, due to the dust. After the crew left on the 2nd day, they left behind gallon size water jugs on my back porch, a bag of grout mix, pieces of torn green tarp on my back porch and driveway, and empty soda cans all over my kitchen area, as well as TONS of tile chips and pieces all over my driveway and back porch. RUDE. LAZY. INCONSIDERATE. That same night, my father and my fiance' ended up moving our refrigerator out of the way, after realizing the tile was not removed from underneath it. My fiance' was on the phone with me earlier that day when I specifically asked the crew if they were going to move the refrigerator to remove the tile underneath it. They said "Yes". My fiance' heard them say yes when I asked this. Then, when my fiance' got home, we noticed the tile had not been removed from underneath the refrigerator. It was even written in our contract that Sears or the crew would be moving any appliances, as needed. The new quarter round (which no one seemed to know was supposed to be new) still has not been installed and no one has come to repair my cabinets yet. I was also told the transition pieces that we decided to keep would be (i quote) "sanded and restained to look like brand new". Hasn't happened yet either. I was also told over the phone last Wednesday by Wayne Lidsky that he would be coming out on Thursday, December 30, to personally inspect our home, due to all the destruction that was done. Then, after a co-worker's daughter suddenly died, he and I decided to reschedule his visit to Friday, December 31, as he was having a hard time getting his employees' schedules rearranged. He also said he will be paying the bill for a cleaning service to come fully clean my home, which I still expect to be honored. He informed me he would call me Friday morning to let me know what time he would be coming out to my house, but we never heard from him. I called and left a voicemail on his cell phone, as did my fiance. We even called Sears main office, which, was closed for the holiday. Our calls were never returned. We had a message on our answering machine today from Rick Haney, stating he was not even aware that the new quarter round has not been installed in our kitchen yet and that the phone number he was given was disconnected. But I spoke to my fiance' several times today on that same phone number, so it couldn't have been disconnected. He also said that he will be getting in touch with us to let us know when someone will be coming to install the new quarter round and to repair my cabinets. HOW IS IT POSSIBLE THAT SEARS HAS NO IDEA THAT THEIR CONTRACTORS HAVE NOT FINISHED A JOB THAT WAS SUPPOSED TO BE DONE A WEEK AGO???? I haven't even signed off and submitted the paperwork yet! And I will not be signing off on any paperwork until my home looks EXACTLY like it did before a crew came into my home and started tearing up my kitchen. We were sold a service that is not what has been delivered to us. This project was supposed to take 1 day and it has been 7 days and is still not complete. I have taken pictures of everything that has been damaged in my kitchen, even though the crew has already taken pictures of my kitchen. I'm assuming this was for insurance. I will also be taking pictures of my living room area and formal dining room where there are tile chips and dust everywhere. I will be submitting all this to Sears corporate office. We will also never be using Sears again for any type of home improvements or service. I am completely and utterly disappointed and appalled and will not recommend Sears services to anyone I know. Sincerely, Amber Yarbrough and Josh Patton Liberty, TX | |
| Disappointed | 1/5/11 |
| The store in St. Joseph, Mo has the worst customer service. I bought a $600 treadmill and had it installed by Sears and after two weeks it stopped working. I called sears several times and was put on hold, then when I did talk with someone they gave me an 800 # to call. After I called the 800 # they told me to call Sears. After doing this for two days I took the treadmill back and I will never buy anything from Sears again. | |
| Barbara Melendez | 1/5/11 |
| Sears first started out taking good care of their customers. But over the years all that has changed. Some of the reason is they sub-contract and that means someone else comes behind to "fix" someone else's problem or use of cheap materials. My complaint is that I recently bought a Washing Machine. Delivery was $60, so took it home ourselves. Got a really great deal on a discontinued item. Shopped and got an additional 5% off total. Washer did not perform as good as my old one. Lid has to be closed for water to run, detergent has to go in the bottom of machine, no permanent press cycle and no way to register the length of time you want it to wash? Didn't really think any of this would be an issue, but the dark wash came out dirty. Lint all over everything, blah, blah. Take it back and they re-couped their 5% back and wanted another 15% on top of that to re-stock. I went to Home Depot, got a Maytag, for $100 less, free shipping and no re-stocking fee if I don't like it. Store manager was rude, no smile, folded arms and told me she didn't RENT her washers???? I won't go back again for anything. They need to learn that a happy customer always comes back. Unhappy customer finds another source. After reading some of the other complaints, I realize this is no longer a good place to buy anything. Too much stuff going out of our own country to China. No wonder the quality is poor and our people have no jobs. | |
| Shae' | 1/6/11 |
| I will Never order from Sears ever again. This was my first time and last time ordering on line with them. I understand some merchandise being sold out or out of stock.. It has been a Problem with them returning my money to my credit card for the Items that was not in stock. The costumer services reps were all silly and seemed to be incompetent of there jobs.. I will never ever deal with sears online again!!!!!! thanks Ms Shae' | |
| Sean B. | 1/6/11 |
| Sears (Kenmore) Oven. I have a Kenmore oven that is trying its best to burn down my house. This is a common problem with Kenmore ovens and there is a MASSIVE recall. Then why, after speaking with 5 "technicians", does NOBODY there know anything about it? I'm so frustrated. Where I live, SEARS has gone out of business. With good reason. I own over 20 rental homes in my area, and I will NEVER and I mean NEVER purchase anything with the Sears name on it again. Why would anybody, with so many other quality name brands out there? Not only that, but I will make sure that all of my tenants know to avoid Sears at all cost. Your new slogan should read... "SEARS. Simply the worst!" | |
| Pamela Jones | 1/6/11 |
| To whom it may concern, The supervisor / manager that I spoke to earlier on the phone told me that he was able to contact the store at which the item was to be shipped out from and he was able to cancel it! I am VERY disappointed and at a loss for words concerning the customer service and information that I have gotten from SEARS. Each time I called, I have been told something totally different with each person that I have spoken too. I was told that this entire order was requested to be cancelled at my request as on Jan. 4th, 2001. I learned on the 4,5, and 6 of Jan that it was not, I learned from each day that I called to inquire about this order that, yet I was told another lie by the person the day before. The order was never canceled but I can cancel it for you as of now, is what I was told everyday that I called in. There is no way for me refuse the order without first signing and accepting the order. I also informed several of your customer service representatives about his matter also. I am on a military base overseas. I am informed that I have a package by having a yellow slip in my mailbox with my name on it and no other information. I have to sign for every package that I receive BEFORE I know who it is from. This is just another example/ reason that your customer service department is not capable of handling order and inquiring about them. Had this been noted as I was informed that it was, this statement would not have been made. This is the 2nd time that I placed an order with SEARS and its the 2nd time that I had MAJOR problems with SEARS. SEARS as a whole have lost my business as a customer. I WILL NOT ever purchase another item from SEARS. A very dissatisfied customer | |
| tony marsh | 1/6/11 |
| i tried to order a batery a t v from florence south carolina sears they said they could not get it it was at another out of state i tried toget them at sears at florence to order it at the store they said sears in florence s. c. 29591 wood not do it i even tried to get them to send to my house i wood go ahead an pay for it could not be sent to florence store are they wood not even give me a rain check on it i call coustmer service there soupervizer said it could have been doon at any sears store but florence s. c. store woonot do it i try to order this before thanksgiving up to christmas never could gety for my 3 year grand child fohr christmas what can you do to get it it was on sale for 190.00 for that price it was call my first a t v iby alot of thangs from sears this was a dissapoment about sears look to here your reply about this problem | |
| Bingham | 1/7/11 |
| Recently I had called sears repair service to set up an appointment to have my refrigerator repaired. When I called to check to see if I had a warrenty the assocoaite rudly told me I did not have, I wanted to schedule a repair service and she hung up on me, I called back immediatly and the same parson hung up again. brought my bussiness else where. | |
| Mrs. Garcia | 1/7/11 |
| We have been a Sears customer for 40 years, and have always purchased a protection agreement for all our appliances. I have never been so upset in my life as every time I contact Sears. Today I called to renew my Master Protection Agreement after a five year contract, I was quoted with a renewal price which later another representative decided it was not a correct price because I was not a Sears employee. I requested to speak to a manager and was transferred to manager Alex, who does not have any idea how to handle customers or his employees. It is a real shame I have to leave Sears and find another company to service my appliances. I do not need to get upset to renew my agreement, which I was going to pay over $700.00 to Sears. I guess Sears does not need satisfied customers, as the manager was in a hurry to go home, when he mentioned I just need another 40 minutes to go home. Our complaint is not of importance to Sears To all sears unsatisfied customers good luck with your service. | |
| Dave | 1/9/11 |
| Bought a new heat pump/ac unit from Sears in 11/07. I am now waiting for service the 4th time. Leaks refrigerant and they don't seem to be able to find it. Last time was this past summer when it was very hot, no service for 3 wks. Now it is cold and the same problem in reverse, unit is leaking so not much heat. Compressor cycles every 15 seconds and the scheduling person said oh that wouldn't hurt it or cause any future problems. I guess she was a hvac pro. It will be another 3 wk wait for service, that's standard I guess. Be wise and buy from local people that will service what they sell and take an interest in their customers. Never again Sears! | |
| Frances Lobato | 1/11/11 |
| Customer Service is a poor representation of the Sears name & company. For many years I have always bought appliances & toolsfor the dependability & quality. My parents also were faihful customers of Sears. I am truly disappointed in the poor customer service I have received lately. I would always purchase the Protection Plan on my expensive purchases to be sure to keep them covered & maintained. In January 2010, I purchased a Samsung HDTV, along with the Protection Plan. On January 3, 2011, I called Sears My-Home to schedule an appointment for a maintenence check. I first spoke to Amanda, who took my name, address & telephone number then told me she would transfer me to the maintenence agreement department to schedule an appointment. When someone finally answered(Chris), I was asked to give my name, address & phone number again, then he transferred me again to (Ryan) who put me on hold & would schedule the appointment. He told me someone would call me back within an hour. No call back. On January 6, I called Customer service again, gave my information again, to (Heath) call was lost. I called back & spoke with Terry, at the Arizona call center. Finally, he was very helpful, even among all the background noise, he apologized for the noise, said they were having a birthday party, how unprofessional. Terry took my information and said someone would call me back. I asked to speak to a supervisor. Jake came on the line and said, yep, you guessed, someone would call me back in one hour. He even took my email address to send me coupons, you guessed again No Call & No coupons! I will never shop Sears again. Good luck future or current Sears shoppers. Bet this gets edited & I will never get my call. Frances Pueblo, CO. | |
| desmond pierre | 1/11/11 |
| signed up for a one year service agreement for my dryer with sears back in may 2010 now its janurary 2011 and still sears are trying and fix this dryer. when is enough , enough. in the past two months they will be making 4 trips and still am without a dryer. i have tried calling customer service and all other numbers i found and all i get is am sorry . wish i was getting a dryer for every time someone told me am sorry i would have about 50 by now. the fustrating part in all this is having to take off days off from work in this hard trying times. wish someone out there can help . please do | |
| stephanie pasek | 1/11/11 |
| I ordered a front loader washer and dryer Dec.18 th 2010 for $2505.00 They were delivered on Jan.4th . The top of the washer and the top of the dryer are two different colors !! I ordered the silver but the two appliances do not match! The delivery man of course said "take it up with Sears" I've made 7 phone calls the store,the salesmen, the manager ,the corp office etc.And NO ONE has called me back!! One dept. told me "if I didn't like the color I ordered bring them back to the store" ! WELL since I paid to have them delivered I'd have to rent a truck to get them back ......I'm about to do that. I went with Sears because I thought It was a name to trust ( RC Wiley ) Had them I stock but NO instead I waited 17 days without appliances for Sears !!This will be the last purchase I ever make at Sears!! | |
| V. Thompson | 1/11/11 |
| Briefly, what continues to be wrong is that not only did Sears NOT deliver a product I bought online in November (order # 187298256), as of January 11, 2011 I have yet to receive my refund. After receiving an email from Sears stating the item had shipped and after numerous calls in December to find out where it was, I finally found out the product I paid for DIDN'T EXIST. It has been approximately 2 months and I've just been told it will be another 3 - 5 business days before I receive my refund. Customer service and Online Solution Team Case managers continue to give me the run around. Sears, you should be ashamed of yourself. It won't happen again....... I certainly hope I hear from Corporate. This is unacceptable. | |
| Phil Butchers | 12/30/10 |
| I have been a Sears customer for over 40 years, I’m 58 years old. I remember when Sears had service departments where you could get appliances, tools, lawn equipment etc repaired. Sears had knowledgeable craftsmen that would always fix your problem. Sears customer service was known to be the best you could find. It is now hard for me to believe how far Sears is from being a customer friendly store. From the time you walk in the door to make a purchase, trying to get service if you have an issue, it is a challenge to say the least. My most recent experience was during the last two months. After careful consideration I made the decision to buy a 24 horsepower lawn tractor from our Sears store in Chillicothe, Ohio. It took me three trips to the store just to get someone to wait on me so I could purchase the tractor. The person that did finally wait on me knew absolutely nothing about tractors, which was a frustration. That used to be one thing I could count on at Sears, knowledgeable sales people. Since the purchase I have had issues with the tractor not starting, after two trips to the store and three telephone calls without being able to talk to anyone I gave up and called corporate. They are getting me help. I write you this letter just to comment that I believe you have serious customer service issues that is problematic throughout Sears stores. Google Sears service and read the comments you’ll find. I have become increasingly amazed by the decline of the overall Sears experience so I began researching. It became clearer to me what is happening after I discovered Sears is owned by a holding company. If you want to improve the bottom line you must focus on more than the bottom line. If you really want Sears to gain a foot hold in retail sales like it once had you have got to start focusing on the customer. You may think you are but you are not. This strategy may cost you more money in the short term but I promise you it will pay back in the long term. You need to have some serious face time with your customer service leadership, they are seriously mismanaging the business. | |
| Kristal Ehrhardt | 12/30/10 |
| I purchased a dishwasher on November 1, 2010. After waiting three weeks, it arrived and was installed. The second time it was used it leaked through my floor into my basement ruining a TV. Sears was to deliver a new dishwasher. It was scheduled for installation, I took off work for the install only to be told the new dishwasher had not been delivered to the store. Sears next sent a repairman to check the Kitchenaid dishwasher, who found a piece of plastic in the bottom that caused the leak. Sears said they would handle the claim for the TV, but has not said Whirlpool Corp is responsible. Whirlpool is disputing this. Meanwhile, I've been charged for a 2nd dishwasher--that I've never received! After multiple calls to Sears and several visits to the store, I am still trying to get this situation addressed. Sears is truly a terrible corporation and I will NEVER purchase from them again. | |
| April | 12/28/10 |
| When I purchased the treadmill there was a key present along with the cord for the mp3 player connect on the treadmill. Upon delivery the cord for the mp3 was missing and the key was not the right one. Hence the machine is not working because there is no key to turn it on. When I called the store the manager Kendrick Williams was very rude and did not care about my business. He decided instead of having the key delivered to my home, I should just return the product. I asked him for the phone number to the corporate office and he purposely gave me the wrong number. I called back an talked to a Lupe Gamiz the store operations manager, who was the only one who was willing to help. However, still not able to do anything. I finally got the proper number to corporate and talked to two people in their retail customer service center (complaint department). The first lady was very rude and I ended up talking to a Kiera emp# 80709. Who basically told me that I should just "return my piece of junk". I asked for the CEO (Bruce Johnson) which no one will let you speak to him because they do not care about customer satisfaction, only about making money. I was even told by Carol in the executive complaints department that "If you were to write a letter to Mr. Johnson it would only get sent to me and I would just call you to let you know we got your letter." Carol in the executive complaints department was uncaring as well. She basically told be that I could wait two weeks for the parts and take a $50 credit or return the product. I have already waited five days for this product to arrive at my home. Waited two hours for the delivery to get delivered and spent over two hours on the phone with sears terrible customer service. The delivery people decided to leave without my signature for the products. When calling the to let them know they need to take these products back to the store they said "no". I called the delivery department who decides I need to be their storage company for the night because they will not pick the item up today. Telling me I will have to wait around tomorrow again for the delivery team to pick up. On top of the everything I found practically the same item in the Sports Authority magazine for cheaper. So in the end i should have just checked out other stores. Especially since SEARS has so many complaints about their service and their products. I would just tell anyone who wants to shop at SEARS to think twice. There are better and cheaper stores with better customer service. Plus the CEO or his or her secretary would be willing to talk with you if there was a complaint that escalated to that point. April Angry, Disappointed, and Will Never be a Sears Returning Customer | |
| Larry Anzur | 12/28/10 |
| Monroeville, Pa store. The manager there in the auto dept. charged me $41 to replace a broken wheel stud that his mechanic broke. I purchased 4 tires on 12/22/10 and i was really mad about this, but i paid the bill and will never go back to that store or any other store that deals with Sears. | |
| Gretchen fisher | 12/27/10 |
| I PURCHASED A KENMORE VACCUME FROM SEARS THINKING THIS WOULD BE A GREAT VACCUME AND AFTER 3 MONTHS OF HAVING IT IT STARTED BREAKING. I CALLED SEARS TO TELL THEM ABOUT IT AND TO SEE IF I COULD EXCHANG IT FOR ANOTHER ONE AND THEY TOLD ME I WAS 1 WEEK LATE FOR THE RETURN POLICY THAT THE ONLY THING I COULD DO IS HAVE IT FIXED.I HAVE NEVER BEEN SO MAD TO THINK THEY WOULD NOT STAND BEHIND THERE CUSTOMERS AND MAKE THINGS RIGHT. I WILL NEVER BUY ANYTHING ELSE FROM SEARS AGAIN. GRETCHEN FISHER | |
| Patricia Hernandez | 12/27/10 |
| I purchased several items this year at the Black Friday sales event, and in these items was a Kenmore dishwasher. Prior to purchasing, I asked the sales associate how to know if the dishwasher was the correct model, etc for my home. She advised me all I needed to check was the product dimensions on the sales tag. After checking, I verified this would fit. When the Sears installer came to my home to install the product, he advised me the dishwasher was the incorrect one for me, I had purchased a tall tub and needed a regular tub. I called customer service, who put me in touch with someone in the store and he advised me someone would call me back. A couple days later I received a call from Berthina in appliances in the Gwinnett Place Mall Sears store who tried to tell me I had to pay $50 more for the regular tub dishwasher and they would graciously waive the restocking fee. Mind you, the product has not even been opened from the original packaging as it was delivered by Sears. I advised her I lost out on other sales because of misinformation given by the Sears sales rep; therefore I expect a full price match on the new dishwasher. She advised me Senta the assistant manager would call me the next day, and now it was been a week with no call back. I've left several messages for the store manager, Jamie Jones, and received NO call back. And everytime I call customer service I'm transferred to the store who just tell me to leave a message. After several attempts and disconnections, I finally got in touch with the store manager, Jamie Jones, who was VERY rude on the phone and advised me he had to look up to see what the price was of the item the day I purchased it and that's all he could do for me. He then told me he would call me back when he could. After being a loyal Sears customer for 30 years, the customer service received within the last month has been unacceptable and shameful. I will file a report with the BBB or whatever other place I need to and make sure people are aware of what is going on in this store. | |
| Ken Braun | 12/27/10 |
| I purchased a Flash Memory Card from Sears Online Store. The item description clearly states Canon Powershot A20 Camera Memory Card. When it came, it was the wrong product. Sears says they won't do anything about it, because it was shipped by one of their vendors. Even though it was purchased on SEARS site, they will not be responsible for it. I have to go through their vendor. My credit card account states that SEARS got the money. They say, yes, but they give the money to their vendor, EastCoastPhoto.com. I'm sure they got a cut... Anyway, Beth at Sears Customer service, who would only tell me her last name started with Z, but her number was 079373 was absolutely useless and bordered on rude. Sears is willing to lose a customer over $18.00, so if anyone is considering a larger purchase, try Best Buy... They've lost me. This was a Christmas present for my daughter. I doubt anyone will read my complaint, expecially someone from Sears... kenny_b@verizon.net | |
| Bill Blackwood | 12/27/10 |
| I have read several past letter to corporate and can see a pattern here. I every letter basically says the same thing...POOR CUSTOMER SERVICE!!!! This is the same problem i am having and like all previous letters, Sears has lost another customer. I purchased a washer/dryer in May 08. Within 2 years i am already having problems with the washer. I purchased master protection plan(becoming very apparent that any sears product needs protection plan due to product will not last for more than a couple years) but am getting the run around from customer service about getting Service rep out to get it fixed. I have made appointment for repair, but will have to wait a week for service date, then i'm given a time frame of 8am-5pm of when he will be here. Service rep will call 30 min before he shows up and if he cant reach anyone, he moves on to next call and its up to me to reschedule. So needless to say i have to take off work all day just to sit and wait on him to get it fixed. I'm sure he will walk in to my house and take a look at washer and say its a circuit board, but he doesnt have it and will need to order one. That part of course has to be ordered(through Sears) and will need to schedule "second" trip out to install when it arrives. Which means i will have to take a second day off work to be out here when part comes in. I have called customer service and given them the codes that are on washer.....narrowed problem down to a "drain" issue. i don't understand why sears cant send a service rep out properly equipped with a number of parts on his truck to be able to fix several different problems depending on what the problem might be.....in order for the service rep to fix the problem in one trip. Seeing that i will have to wait for over a week and lose an entire days worth of money just for this first trip, only fair to get it fixed on first trip at all possible. Instead, i will have to put up with two trips for service rep, two days of missing work, and possibly two weeks with going without a washer. Very poor customer service!!!!! This isn't first time i've had to deal with same issue regarding other appliances and service done in same manner. All i am told from customer service is that they can't do anything about it, a number of apologies, and an address to corporate if i have complaint. That is unacceptable to me. This will be LAST product i ever purchase from Sears. Very disappointed | |
| Steve Paider | 12/24/10 |
| To bad the ratings don't go to a negative 5 stars, that is where I rate them. At the end of November 2010 I placed an online order for a set of tool boxes to be delivered to the Carson City, NV store. Upon printing confirmation of the order I noticed the order was scheduled to ship to Denmark, WI. I immediately called customer service to get the shipping location changed. They told me this was not possible and I would to cancel the order and place a new order for delivery at the Carson City, NV store. I cancelled the original order and they said my PayPal payment of $283 would be credited back to Paypal. I placed a new order and put it on My Sears charge card. I waited 5 days but recieved no e-mail confirmations of either transaction. I had to call in 3 times to get any information. Was told the system was down and they could not look up my orders. When I did get my e-mail confirmation they had the tool boxes scheduled for home delivery for an additional $70.00 charge that I did not authorize. It took me 3 more calls to customer service to get a rep tell me that I needed to call home deliveries to get this resolved. When I asked to speak to her supervisor, it took 20 minutes before she came on the line and I was told that they could not get all 3 boxes to the Sears store at the same time and they would not hold them for me. If I picked up what they had at the store it would close my order for the remaining boxes. I had her cancel the second order or so I thought. A week later Sears home delivery called to set up a delivery time. I told them the order was canceled but would be happy to get the boxes if the delivery charge would be waived and they said no, so I asked them to cancel the order. To date I have spoken to 2 additional customer service people and have sent several e-mail to the head of customer service only to be told they now have no record of any PayPal transaction and it is up to me to prove the $283 was transfered to Sears Holding Corp. and that the $353 charged to my Sears Charge will eventually be refunded but they can't tell me when. So far I have over 5 hours on the phone invested with this with no end in site. In short Sears is a joke. I been a loyal customer for 40 plus years and this is how they treat people. The customer service people are extremely ineffective. If K-Mart and Sears want to stay in business they better wake-up. Prior to this is saw a posting in Reno Sears store that rated their customer satisfaction at 63%, after this experience with Sears I am amazed it is that high. It to bad, Sears used to be a great place to shop. Loved the quality in there old tools. After this I will not be back. | |
| Lynne Young | 12/22/10 |
| We scheduled an appointment to have our Sear's washer, under warrenty, repaired. After the service repairman did not show we phoned and were told we did not have an appointment. We scheduled a second appointment for the next Tuesday, yesterday. We received a confirmation and during the day were told the serviceman was running late but would be at our house by five. At ten minutes after five I phoned Sears and was told we were next in line and they would have him phone us right away. At five thirty I phoned again and was told the same thing. I asked to speak to the escalation department as we had plans and they could not tell us exactly where he was. I was finally told that the service person had an emergency and they had cancelled the appointment, so we had no service call and had been lied to twice about him being on the way. I phoned the corporate office and was told that Sears has no policy to have a missed call completed the next day. I told him that as a previous trainer of internal and external customer service, this was not good customer relations. We were going to have to wait a week for a new appointment. As we have a disabled son, it is not easy to go to the laundry and we wasted two days waiting for the repairman. I have contactd Michael Finney at KGO radio asking him to have all Sear's customers that have had service people not show, contact Bruce Johnson, CEO of Sears. I also recommend that Mr. Johnson schedule himself for the Undercover Boss show and see how poor the customer service has become. What was once the finest service available has become a pale shadow of itself. | |
| Syed Ashraf | 12/22/10 |
| I bought my Sony 55HX800 3D LED TV from Sears On-Line after thanksgiving sale for $2199 which was an awsome deal all electronic retailers were offering. Sears secured my sale on-line and stated my order has been recieved and items will be delivered soon. 1 week later after the promotion was over from all retailers Sears sent me an email (didn't even have an odessity to call me) anyway, their email stated they don't have that particular item in stock anymore and I have an option to buy another TV or get refunded. I had to buy TV from another retailer at the regular price of $2500 plus 3D DVD player for additional $300. As far I know Sears screwed me up and stole business from other retailers as well. I could've bought this TV from Conn's or Best Buy and saved almost $800. I will never buy any electronics or appliance from sears on-line or Sears stores again. | |
| Unhappy customer in Rochester NY | 12/22/10 |
| Customer service @ Sears is no help. They have no idea what is going on. After you contact them with a problem they will send you and email survey to let them know how they are doing so they can improve themselves. What a joke! Meanwhile no one has an answer to your problem and no one knows how to get an answer to your problem. I placed an online order November 30th and am still waiting to see it. It's now December 22nd. Again, no one can give me an answer as to where my order is. It went back to China probably? Guess what. I will never shop Sears again. | |
| Carol Galati | 12/22/10 |
| If i could rate a o I would NO STARS!!! I had a treadmill delivered on the 22nd of December. the 2 morons who were setting it up BROKE the machine. they didnt want to take responsibility for it so they begged my husband to ignore the boken thing and they would tell the compnay it came broken. They said that Sears would call that night and come immediately to fix the expensive thing. Well that never happened and I knew that this was going to be the case. They did not even give my husband the copy of the receipt so we would not know who the delivery people were. I am beyond furious. NEVER AGAIN will i buy anything from Sears. | |
| Sheila White-Asberry | 12/21/10 |
| My Sears nightmare began on Dec 18, 2010. We were supposed to have a stove delivered on Dec 18,2010. We went into the store to make our final payment and was assured that the stove would be delivered. We waited all Saturday morning. My husband called and was told we were not on the schedule even though my receipt said delivery and we had scheduled it with the store. We talked to the manager of appliances in the Solon, Oh store and she was supposed find out why we did not receive the delivery call and call us back but we never got a call from her. We called the sales person who can so helpful when we were purchasing and putting the appliances on layaway and was met with silence from her. We finally talked to the assistant manager and that really was not any help. We called the corporate customer service and they called the store in Solon, Oh and we were assured that someone would get back to us that same night. We called the store again and the assistant manager said she was still trying to resolve our issues and would get back to us that night. She never called us back. We called Dec 19, 2010 and was told someone would contact us within the hour. We had to call them and we were told that we should have our appliances by Tuesday and someone would call us on Monday. you guessed it no on called on Monday. We called the store manager and she stated that they were waiting for our items to be released and because that had now linked the stove and refrigerator together she would have wait and see what could be done. We called corporate customer service again and was given this oh we are so sorry but you still cannot get your appliances to you because they have not been released yet. It's four days before Christmas and We do not have appliances that we paid for on time and early. We keep getting the run around. We have decided that we will not be purchasing anything else ever again from Sears layaway or otherwise. | |
| Denise Daugherty | 12/21/10 |
| I AM NOTICING THAT SEARS HAS NO PROBLEM WHEN SOMEONE PURCHASES ITEMS FROM THEIR STORES BUT THEY HAVE A "HUGE" PROBLEM WHEN THE CUSTOMER CALLS TO INQUIRE ABOUT ITEMS! I CONTACTED 2 OF YOUR STORES HERE IN SAN ANTONIO, TEXAS TODAY ASKING IF THEY HAD 4 CHILDREN'S OUTFITS AND YOUR SOUTH PARK MALL STORE PUT ME ON HOLD FOR 15 MINUTES AND NOBODY BOTHERED TO COME BACK TO THE PHONE! WHEN I CALLED BACK, THE LADY WAS VERY RUDE ABOUT WANTING TO HELP ME SO YES, I HUNG UP THE PHONE ON HER! THE WAY THAT I SEE IT IS IF SEARS WANTS ME TO SPEND MONEY IN THEIR STORES, THEN THEY CAN AT LEAST LOOK FOR ME TO SEE IF THEY HAVE THE ITEM IN THIER STORES INSTEAD OF ME BURNING UP MY GAS FOR THEM TO NOT EVEN HAVE THE ITEM IN THEIR STORES! IF THE OTHER STORE DOESN'T RETURN MY CALL TO LET ME KNOW THAT THEY DO NOT HAVE THE ITEMS AT HAND THAT I AM LOOKING FOR, THEN, AS FOR ME SPENDING ANYMORE MONEY, EXCEPT FOR THE PHOTO DEPT, THAT WILL NOT HAPPEN AGAIN! SEARS CUSTOMER SERVICE IN THEIR STORES ARE VERY POOR! | |
| JoAnn Gott | 12/20/10 |
| I am so frustrated, disappointed, and angry. I purchased an air hockey table for $350 from the Sears in Peoria, Illinois on November 19, 2010. I also paid a nonrefundable fee of $69.99 for delivery from a Colorado distribution warehouse to my grandchildren's house in Aurora, CO and an assembly fee of $119.99. I was told at the time of the sale that this was taken care of but that it was my responsibility to follow up to make sure this delivery and assembly was taken care of. At the time I DID NOT feel it was my responsibility to take care of this but I did it anyway. When I called the the Sear's distribution warehouse a few days later I was told they couldn't find the order. After wasting much of my time they finally found the order but that it had been cancelled. I DID NOT cancel the order. I could give them the sales check number and I explained that I had indeed paid for the air hockey table, the delivery, and the assembly. After much time and talking to several different people, the order was found, but the delivery and assembly had been cancelled. Sears said they would reorder the delivery and assembly. I was told that all was well but that I should check back in a couple of days to make sure everything was in order. WHAT KIND OF SERVICE IS THIS WHEN THE CUSTOMER IS ASKED TO DO THE WORK WHEN I HAVE PAID A TOTAL OF $539.97??? So in a few days I called the distribution center again and the man who assembles the hockey table. I was told that everything was in order. We were told that Sears would contact us the day before the delivery to give us an approximate time. We were contacted December 19th and told that delivery would be the next day. That night we received a call that told us that delivery would be between 2:45 and 4:45. The next day, December 20th we received a call at 11:00 am telling us that the table was damaged and would be on backorder until January. You can imagine our FRUSTRATION since this was our grandchildren's Christmas present from Santa. We have spent nearly 4 and 1/2 hours trying to resolve this and still no resolution at this point. We had to cancel our own plans for the day with our grandchildren to try to resolve yet another problem. We tried working with sales people and sales managers in Peoria, IL where this was purchased. Is this the kind of service that we should expect from Sears? | |
| Ann Malmrose | 12/20/10 |
| If I could give ZERO stars, I would. I purchased a Kenmore fridge -25 cf side by side, in September 2009. The Compressor broke, and the fridge stopped working. Everything in the fridge and freezer was ruined. Sears said the warranty was onlty for 1 year, and for $ 270, i could purchase a service program, to have it repaired up to a $ 500 value. if repairs ran over $ 500 i could pat the overage or take a $ 500 credit for another fridge at--Guess Where-- you got it --Sears. Are they kidding. I paid over $ 1,100 for the fridge, it broke in just over 1 year, and they want me to purchase another from them. I purchased the repair program, and the serviceman, was appauled that it was only 14 months old and Sears was not going to stand behing the product. The serviceman did the best he could and the final repairc came to $ 569, so I had to pay another $ 69 to get it repaired. It took them over a week to get another repairman out here to install the compressor, and than he wanted to cancel and reschedule for another week later, because it was the afternoon, and he didn't think compressors should be an afternoon job. GIVE ME A BREAK... I have sent e-mails to Sears Customer Service, as I believe they, and Kenmore, should stand behind their product, and at the very least, refund all mey service fees, and at best deliver a New Replacement Fridge and refund for the lost food. I brought from Sears, and purchased the Kenmpre brand because the brand and the company always had a reputation for standing behing their product and for producing a quality product. BOY, HAVE THINGS CHANGED. I would not recommend purchasing anything from Sears. I will be again contacting Sears and i will be copying the local Philadelphia New Stations to see if any of them can help me. | |
| Richard Garcia | 12/19/10 |
| Sears Corporate Office 3333 Beverly Road Hoffman Estates, Illinois 60179 Attn: Advocate & Corporate Complaint Department RE: Customer Service To Whom It May Concern: I am very disappointed and so dissatisfied with the service I have received from Sears Grand store. On December 05, 2010 I visited the Sears Grand, 6136 W. Grand Ave,located in Gurnee, Illinois and purchased a mattress and box spring. I arranged for delivery for December 18, 2010. I received two automated phone calls one on Wednesday December 15th and another on Friday December 17,2010 confirming the allotted time slot for the delivery. I never received any phone calls concerning any problems with my order. On December 18 instead of receiving my new mattress and box spring. The delivery guy informed me that he had two box springs and that there seemed to be an issue locating the mattress. He made a phone call and explained the situation to someone on the phone at the warehouse. He then handed the phone over to me and I talked to the person on the phone and he requested that I should go to the store of where I purchased the mattress and have them resubmit my order so I could get a new delivery date. He also blamed the manufacture of the mattress for this screw up and that it was not Sears fault. I told him that this was unacceptable and that I was not going to the store to repurchase the mattress. Then he stated he would to try to resubmit the request and that it could be delivered in either January 8 or 9th. I told him that this was unacceptable and told him I needed to talk to the manager. I waited on the phone while he located the warehouse manager. After several minutes I finally was able to speak with the warehouse manager. I then explained the situation to her and she quickly blamed the manufacture and would not even look into seeing if the mattress was actually there. She told me that the next possible date for delivery was January 8th. I was not happy with her response and was not apologetic for the lack of service I had received. Instead she seemed to make the situation worse than it had become. I told her my next step was to contact the store manager. At this time the delivery guys needed to get going so they took my old mattresses and left the new box spring. I was very hesitant in allowing them to do this but, I had hope this situation would be resolved quickly. I then had someone from the complaint department call an hour after the delivery guys had left. His name was Miles. I explained the situation to him and he told me he would call me back and that he would look into this matter for me. He did call me back and said he was able to locate the mattress at the warehouseand that I would be getting my mattress the following day which would be Sunday December 19th. He told me that I would be getting an automated phone call confirming my appointment sometime after 6:00p.m. At 6:13 p.m. I did receive the automated phone call confirming delivery between 10:00 a.m. and noon. On Sunday December 19th I anxiously waited for the mattress to be delivered. It was suppose to be delivered from 10:00 am to 12:00 pm. During this time frame there were no phone calls made to me from Sears. At 12:20 I called and I was informed it had been rescheduled for December 22nd. I was not aware of this change and Sears did not contact me of this change. Well needless to say no on can help me with this. I called the store manager and she was not helpful at all. Everyone wants to reschedule this delivery. I just need my mattress delivered as promised. I have wasted 2 entire days and still have nothing to show for it. I will never buy from Sears again. That I know is certain. At this point I just want my money back. I have guests coming for Christmas and no mattresses. This is a big mess that Sears has created. Now I have to waste more of my time and go to Sears tomorrow to get a refund for my purchase because no one cares to fix this. Richard Garcia | |
| HARRY KALKBRENNER | 12/18/10 |
| I bought a sears kenmore oasis washer in jan. 2008. The basket drive hub went bad and also the drain pump. I called sears customer service dept., all they would do is offer me a 50dollar gift card. For a washer to be just three years old and have to spend 500.00 dollars to fix it is crazy. I told them that I will never buy another kenmore product. They just don't care. | |
| Timothy Cleary | 12/17/10 |
| I purchased a treadmill from the Sears store at their Richardson Texas store,The clerk that waited on me kept making mistakes while charging my credit card.For each mistake I was told to charge my credit card each time after each mistake and I was told by the clerk that the transaction was being voided.I was charged 3 times for that one treadmil.When I called to get the matter taken care of I was told it would take 3 days to show on my credit card.After the third day the matter was still unresolved.When I called Sears to find out why the problem still existed I was put on hold and was hung up on twice.I tried to contact the store manager numerious times and all I got was a voice mail.The last time I called and got his voice mail,a recording said his voice mail was full.I guess the store manager himself does a very poor job so it is clear to me that his employees follow his examples.The problem is still unresolved and Sears owes me $1,460.00.I remember when you could depend on Sears for quality service as well as quality products.My how times have changed.If I ever get my money back there is NO WAY IN HELL I would ever shop at Sears. | |
| Rita Kelly | 12/17/10 |
| I ordered a pair of skates for a Christmas gift on November 27, 2010. I received a email from sears that my ordered shipped and my card has been charged. The order was sent with an invalid shipping number. In the past two weeks I have spoken to 14 different customer service agents and have yet recived any response or information on my order. I have had several agents tell me that the computer was down and they would call me back when the system came back up and not one of them has called me back. One agent gave me the vendors number to call myself and see what happen to my order. I called and have spoken to two differnet men their and have yet to recieve a vaild shipping number. This is a joke, today is December 17, 2010 and I still haven't recieved any information on my order even after numerous attempts today to try and resolve this order. I will never ever shop at Sears again!!!!!!!!!!! | |
| Jonathan Dailey | 12/15/10 |
| I just bought an expensive treadmill from Sears on line. I received a confirmation call for delivery date, but not the time. That call comes between 6 pm and 9 pm, the night before the delivery, requiring you to open up a THREE hour window for a delivery time. I did so. But the delivery people sent me a TEXT that they were at the loading dock. I did not see the text for TEN minutes, but when I called they already left. I scheduled a second delivery date, received the call the night before, and did not receive a phone call or text of ANY kind in the three hour window. I called and they said the tread mill was defective and were sending a new one for a different delivery date. That was today -- I took ANOTHER three hours away from work for the 1:45-2:45 and again - NO DELIVERY! I am now going to the better business bureau for a formal complaint. Moreover, I can NEVER speak to a supervisor and I'm placed on hold for 30 minutes to speak to anyone with any actual information. I'm afraid to cancel the order for fear that my credit card will never get credited for the charge. This has been a nightmare. The "softer side of Sears"?! What a joke - their new slogan should be "Sears - we're totally incompetent and we'll prove it -- call now or go on line." | |
| Darlene Clark | 12/3/10 |
| on Nov. 19th i bought a washer GE from Sears in Lafayette La. it was not delivered until Dec, 2nd due to their cancellations, for one reason or another. I am disabled and a widow. I told the rep. that the washer would have to be installed because i would not be able to. So i paid the $69.00 the drain hose was not sent. so i called the complaint office. they lied to me saying the hose would be sent (delivered) Fri. well come to find out it will be mailed. in 7 to 10 daYS. Like i stated i am disabled so i cannot carry out laundry.If this is how u treat your customers then I will never shop at sears again. | |
| tony conners | 12/3/10 |
| I've order a ring from sears on 11/28/2010 and yet still did not recive it i was told it will be here on 11/30/10 and yet still not here i call corp and i've talk to sales rep's and boy was that fun thet lied to me over and over again i will never in my life buy anything from sears they lie and its funny they have that worrie free shippen ha thats funny they told me when you buy online you buy from vendors not sears and thats theres nothen they can do i payed for over night shippen and did ot recive it over night and they refuse to pay me for my over night shippen when i did not get it i ve talked to many many people and yet all the same I will never buy from them again and i hope no one else will i think there online service is a scam and should be avoided go else where and buy items tony conners cincinnati ohio area | |
| S.A.Smith | 12/4/10 |
| I ordered a refrigerator from Sears on line. It was just delivered yesterday. After it was installed, I realized it was too small. The delivery men also agreed it was too small and that I needed to exchange it for a bigger one. I have been trying all morning to get in touch with someone in either sales or your Blue Crew. Both 800 #'s are a joke. The Blue Crew # disconnects every single time I call. The sales # puts me in touch with someone from another country that does not understand what I am trying to accomplish. I am so disgusted at this point that I am just going to return this unit for a full refund and purchase elsewhere. Sears, you should be ashamed. My family has shopped at Sears for generations. Your service has gone down the drain. No wonder so many of your stores are closing. You are out of touch with your customers and you don't seem to care. Good riddance. | |
| Donald L. Marusko | 12/6/10 |
| I learned recently about you company policy for your employees called up for active military service and your companies commitment to continue their benefits. I have and will continue to shop at Sears for all my families needs and praise your commitment to our men and women in the military. I have and will continue to send this message around the internet as often as possible. I wish more corporations would follow suite. " God Bless " Sears Corporate Management | |
| A Freeman | 12/7/10 |
| For more than 40 years my family has faithfully purhcased ALL of our household appliances from Sears. Although many others stores offers the SAME or identical items for less, we have remain faithful to Sears. Needless to say that over the years the quality of the items has depreciated. My dryer Kenmore dryer has had the heating element replaced twice and it is only 3 years old. My Kenmore dishwaher has went out and it is less than 1 year old. Of course I called Sears repair and (ATTEMPTED)to have the dishwasher repaired and I must tell you that I would rather have a root canal without meds than to have to rely on help from Sears.During my call to repair i was`told that the first available date was 8 days away. Well after i took off work and waited for my service appointment between 8-12am , no one showed up nor called. I called service back and was told that Sears needed to reschedule my appointment. I asked for a manager and was told by John in Corporate(Recovery Specialist) that I just needed to reschedule my appointment for the next avaiable time. Not once did he apoligize nor try to find out WHY the first service call was missed. I asked for John's superior. John replied that he dont have a boss and there was no one over him. I went to the internet and located a number to Sears Corporate. I spoke with a man named Bryan who displayed the same behavior as John. It appears that this is a common practice at Sears. Needless to say I have missed a day of work, the dishwasher is STILL broken and I have to wait until I am able to miss work again or pay out of my pocket for a warranty repair. One of Bryan's reply was things happens....well he is right things does happen and I will make sure one thing happens for sure..I WILL NEVER PURCHASE ANYTHING FROM SEARS AGAIN IN MY LIFE!! | |
| Debra Woolsoncroft | 12/7/10 |
| I bought a 400 Series Kenmore Dryer in March of 2009. When it was delivered the delivery people put a large dent in it. I called customer service and was told they could bring another one out or give me a $30 dollar gift card. I choose the gift card. I never recieved it. In November of 2009 the dryer stopped working. I called customer service and was given a lot of problems. They would only come out to look at it when I was at work. This would not work for me. The customer service was very poor. A time was set and I had to take time off of work to be there when they came and looked at my dryer. That day came and no one showed up. I was told that I had canceled the time, which was a complete lie. I contacted Sears Cares and they decided to have a new dryer sent since I had never recieved the gift card for the damages. I got the new one and now 1 year later it does not work either. It did the same thing as the first one. I tried to contact SearsCares and have not gotten a response. At this point I just want my money back that I paid for the dryer. It is obviously defective. The second one did the same thing as the first one. A dryer should be used for many years before it needs a repair. There just total junk and Sears does not care. All they want is your money....... | |
| M. Smith | 12/7/10 |
| What can I say that hasn't already been said in these complaints. My husband and I are in the same situation of Sears total disregard for customer service. We have been with them for 45 years and to be treated like you are nothing. We have a Neptune Maytag washer bought 10 years ago and have a Master Extended Warranty, to date they Sears has spent approx. $3,ooo.oo on rebuilding my machine (which was discountinued and there was a recall years ago which I wasn't notified and reason they had to rebuild machine.) Now the computer board keeps going out and we are on the third one in 1 month, these boards are rebuilt because they dont manufacturer this machine anymore!! We have questioned their way doing business...why not just replace the machine, it could have been replaced 3 times!!..Oh no, has to have 4 calls on it before they will do anything, coming back to replace a bad ordered part does not count....argh. AFter 45 years will longer do business with Sears anymore as they don't care about customer service, they just want your money!!!No More, enough is enough..Ashamed to see a company go to the dogs..... | |
| Kim DesJardins | 12/8/10 |
| Sears Service is absolutely atrocious! Don't buy a Sears appliance if you expect to ever need a repair. Their technicians will come to the house, charge you for a service call, tell you that they need to order a part, then leave. When the part comes in, you need another service call (and another 4 hours of time off work) and if you are lucky, the part will be the right one. My tech guessed at the part and after 5 days w/out a refrigerator, put in a part that wasn't broken. Now I still have a dead fridge, rotten food and a tech scheduled to come (another 4 hours from work) to tell me that he needs to order a part. With any luck, I will get the part within 4 or 5 days, then another service call will be necessary (4 more hours). And also 2 more service calls and parts. The cost will be the price of a new refrigerator. I'll never buy from Sears again. You shouldn't either. :( | |
| Annie Kane | 12/8/10 |
| Not that I expect to anyone to do anything but I think people should know what is going on. I order a neckless paid extra to have it delivered by the 6 of Dec. Sear never shipped or called me to tell me they could not deliver it because they did not have one this is Dec 8 it is still on there on line like they have them. I have been on the phone for 2 hr yesterday and 2 today trying to get them to find one and over night it but they say that they can't do that just there police. I explained I am in a disabled and can't get out and need this and they could have caried less talked to supervise for on line then another number and nothing If you would like here is corp phone number maybe a few calls there would help 847-286-2500 the stores will not give it out. | |
| Rose Ann Wayner | 12/8/10 |
| We have been sears customers for over 35 years and have purchased all of our appliances from sears to include microwaves, ovens, refrigerators and washer/dryer. We have recently had problems with our washing machine, a sears technician came out three weeks ago and fixed what he thought was the problem, he gave us his personal phone number and told us if the washer acts up again to call and they would come out and fix it. Well we have four working people in our house and have to use our washing machine almost every day. Today the washer broke and the best Sears could do to come out and fix it is a week later. We appealed to the Service Manager of Sears Operator Number 083213 phone number 1-800-366-2320 and he could not help us and his attitude was he did not care. He would not work with us to come out same day or the next day and we pleaded with him, when we asked how many technicians they have working in the Tomball/Houston area he refused to answer. We need your help today to get a technician out to our house to fix our washer, my contact number is 713-418-0250. Please contact us and help, the closest washateria is fifteen miles away, desperate in Texas. | |
| Brenda Clawson | 12/9/10 |
| I will never purchase appliances from Sears again. For a 2nd time my Kenmore oven shorted out while selfing cleaning. It locked on with full heat and could not be turned off. Wires all burned. Could have started a fire. This happend beginning of November.Finally a service showed up after having to take the whole day off work. Could not fix it, oven door was locked shut. He ordered parts which took two weeks before a service man could be availabe. Finally shows up to repair it and finds not enough parts were ordered. Could not cook thanksgiving meal for my family. So on Dec. 2nd says part will be there by the 9th, and gaurenteed oven would be working. Guess what, part was not ordered, appointment cancelled after taking another day off from work. Now we won't have an oven for christmas. NOBODY AT SEARS CARES. I have not been able to cook a normal meal for 6 weeks already. Why won't they help us? Bring us a new one or a loaner. WHAT A RIP OFF SEARS... YOU SHOULD BE ASHAMED. | |
| donald sloniker | 12/8/10 |
| about 6 years ago my wife and i remodeled. we purchased a new stove which after 2 years sertain parts could not be found,also if more than one part broke you had to wait a month to order another if it was over a $amount. A new washer and dryer,they have been good so far. a side by side frodge. lots of problems with that but mostly small.an absdolute nightmere dishwasher,after 3 service calls they are required nto replace it however we are on #12. you must have 3 problems withen a time frame period.They dont tellm you that. Now they are going to replace the entire tou and allm its parts because of a crack which flooded under my new oak cabinets.also the heater is out and the pump is being replaced. they refuse to replace the unit because this is the first time i have called aftwer the time period. the also dont have records of all the service calls and never leave you any information on the work performed.they just leave a reciept showing they were there so you have no recourse .sears sucks . also hotwater heater does not stand up to warrenty. The vacume was the biggest $350.00piece of crap we ever bought. | |
| Susan Acri | 12/12/10 |
| I want to wish all Sears top executives and all sears employees a happy holiday season! I hope you all enjoy your holidays with your families! And please be sure to know you and your less than adequate appliances and employees have RUINED my family's holiday season!! Thank you all so much for not caring about your customers and selling awful products! My washer Kenmore Elite HE4T, is broken again - and no one knows how to fix it! Thanks Sears!! | |
| Carl mcwilliams | 12/11/10 |
| I would push my truck to wal-mart before I would sears they are a joke money hungry no customer service | |
| Carl mcwilliams | 12/11/10 |
| Sears battery department sucks . I tried to return a diehard battery that bought but someone didnt put it into the computer so now im screwed out of 100+ dollars that real nice around christmas time. If anyone needs tools,tires,batterys or better service best to go to wal-mart and avoid the hassel | |
| Teresa Robb | 12/11/10 |
| I have had the absolute worst experience with a business that I have ever had. I ordered a tool set on November 25, 2010. When the package was delivered it was not what I ordered, it was not even addressed to me. When calling Sears the first time, I was told that the only thing I could do was order the item and pay for it a second time, and my money would eventually be refunded. Then I was told that they could not refund my money at all, and that the package that I actually ordered would have to be returned (it has been sitting out on my step for exactly 7 days waiting to be picked up)and Sears would have to receive the item before they would return my money to my account. This is their company policy and there is apparently nobody who is authorized to actually refund my money. Originally the only thing I wanted was for my original order to be sent to me, but now I will NEVER do business with Sears again. They have the rudest and most incompetent customer service reps I have ever encountered. DO NOT BUY ANYTHING FROM SEARS.COM!!!!!!!!!!!!! | |
| Sue Patterson | 12/14/10 |
| To bad they do not have a "no star" - I used to work for Sears for about 11 years - we would NEVER have been allowed to treat the customer the way I have been treated - you would think I would learn and not shop there! I ordered a craftsman tool cabinet on 11/29 for my husband for xmas along with 2 other items. I received the other 2 items and was called on 12/9 to tell me that they would be delivering my cabinet on 12/10 between the hours of 6 & 7PM. I waited and waited and no delivery came. I was not able to call them until this morning and was told that the order was cancelled. I didn't even receive an email that it had been cancelled. I was told that 1) the phone number wasn't a good one - then how did I speak to someone last week and verify that the delivery time was good and 2) that the item is out of stock. As the order was placed on the 29th of November how could it have gone out of stock if they took my order? After being hung up on and transferred all over the place, I was told I would have to re-order, except that all of a sudden their ordering system went down!!!!! I ordered a TV for my husband 2 years ago - again in November which left plenty of time to get it, and guess what happened with that? The TV was all set to be picked up and when we went to get it they could not find it - they didn't know what happened to it - the store manager was very helpful and upgraded my tv but I would not have it for xmas, so my husband got a "picture" of a tv. Turns out that the store manager and another employee in the MILFORD, CT store were stealing things from the stock room and that would explain my tv going missing. Sears right now in my book PRETTY MUCH SUCKS!!!!!!! | |
| Ashley Reuter | 12/14/10 |
| Had tires put on my car and had my stereo and bluetooth stolen and they told me too bad they arent responsible for it and hung up on me | |
| colleen teske | 12/14/10 |
| I don't know why im writing this it will not do any good,but her it goes.We bought a fridge and we had problems right away .We told them we couldn't get it unloaded tell that night it was hot day in open pickup they need to wrap it well.the just put plastic on it and told us that would be fine it wasn't it got to hot and melted in the heat.anyway it took forever to fix with being slandered by the manager he said my husband threaten all he said he wouldnt leave tell someone could answer he question .know 4 year latter the compressor is out i have no fridge they sent a tec down witch took a week.he said it was not fixable and he would tell them we need a new fridge so a week latter they said he was to come and do more test and it been a week later and nothing done we call sears and they we were just trying to get a new fridge out of them again we were slandered all i want is a fridge i thought i warranty meant that it was fixed if it broke my grandma has a fridge that over 45 years old and still runs .Im so upset it make my cry to think people are so mean i never took anything in my life.I will not recommended sears to no one they lost there great service maybe it time they shut the door forever before they ruin the them sears forever . We are losing all are food it is freezing and i was going to have christmas here guess not it is costing us so much money for food because we live in a small town and food cost is so high we travel 60 miles to shop but cant dont have nowhere to put it we are disable and dont have much wish a did i would go buy a new fridge and be done with it,and one more thing they said we have to pay for the service calls they just cove the parts so they keep ordering my service calls there goes christmas thank you sears for making my christmas a sad and merry one | |
| Herbert Green | 12/13/10 |
| We purchase a Diehard Platium Battery for my son 2008 Altima at Sears in Willowbrook Mall for over 200.00 and the battery only performed for one year, remind you upon purchase the warranty was 4year full replacement. Houston weather dip below freezing about two weeks ago, and the car would not start. The car was taken back to the Sears in Willowbrook Houston, Tx for a battery check and possible replacement, the results came back battery OK. Just three day ago Houston weather dip back below freezing and the car would not start again. Visited Sears at Willowbrook again, The salemans by the name of Larry was a complete jerk, liar, and the most ignorant person we every met. The first technician went to him and stated the battery was bad. This guy must have through he owned Sears. The saleman Larry informed us he need to personally run the test on the battery. His results came by good, remind you he charge and test the battery while it was still in the car. We asked for a Manager and Larry stated they were all gone for the nite, no one there at the entire Sears Willowbrook store to make decision. Larry LIED...Store Operational Manager Marie was call and spoke to Larry to go ahead and change the battery, especially remaining under full replacement warranty. My son informed the tech I will come back with my parents. Marie was very helpful and handle customers as customers should be handle. The next day I returned to Sears with my son for the replacement battery. Time we walked in we met the Automotive Manager Bill Butler, a even bigger LIAR...He stated your battery is good I tested it personally myself, I asked you tested it, he stated YES, I informed him you could not have the battery it' still in my son car. Manager Bill Butler and Associate Larry conspiring on not to honor the battery warranty. Manager Bill Butler then takes my son car and park it where we could not see and then testing the battery. Bill Butler stated we were not allowed in the Car Center, so my son walked to the exti to watch Bill Butler and Larry with his vehicle. Bill Butler came back stating the battery was good, and the Operational Manager can not make decision for his Automotive Shop he was not going to replace the battery. Opeational Manager Marie have no jusridiction in his shop. Bill Butler then decide to hold own to my son key to force us to sign a form. While all of this was taking place I had contacted the Headquarters Corporate Office for Sears and had Cynthia on my phone listing the hold time. I asked Cynthia to call the POLICE due to Bill Butler holding my son keys. Remind you at that time we did not owe any money for anything and this JERK #2 holing my sons key. I informed him I was talking to their Corporate Office and he advise me to tell them HELLO. After asking for the Police Department to be called the second time he decide to give us the keys. Bill Butler, Larry both standing there laughing and tormenting as if the hold thing was a joke. Corporate Office Rep Cynthia asked me to take the car to another Sears for the Battery and Service. She informed me she was e-mailing the District Manager for the Houston Area. We visited another Sears Automotive Store on Shepherd and those guys was the best ever. The battery was taken out of the car and service, and the gentlemen Corey stated since the battery failure you all twice in two weeks and the Operational Manager advise you all for a replacement. We will change that battery and get you all on your way. This gentlemen Corey was so nice and just continuing apologizing for Bill Butler and the Willowbrook store treatment. About two hours later Bill Butler call us and asked us to bring the car back. He stated that someone called him and informed him to now change the battery, Bill Butler the BIG BIG BIG LIAR stated he did not know that operational mananger Marie had informed Larry the nite before to change the battery. Well guess what BILL BUTLER LIED,YES HE DID KNOW MARIE HAD ADVISED THEM TO CHANGE THAT BATTERY. I hope BIll Butler did think he was giving us anything or doing a favor. I had a FULL FOUR YEAR FREE REPLACEMENT WARRANTY ON THAT BATTERY. My guess is he want to change the battery now due to us contacting the NEWS Media and Corporate Office Involvement. I have always purchased nothing but Sears Diehard Battery for my vehicles, after this experience with BIll Butler and Larry we will purchasing battery from retailer who honor their warranties. Bill Butler is ABOVE SEARS, He now makes all of Sears DECISION, regardly of what's is in written format. If any other information is need please feel free to e-mail us at spintopper@aol.com | |
| Susan Acri | 12/12/10 |
| I just went on to Sears online help from technicians website and they CHARGE $24.00 to get an answer! How dare they! Your technicians cant fix the problem when they are in front of your appliance, but we should pay to get answers online? you have got to be kidding me! | |
| Susan Acri | 12/12/10 |
| In 2005 I purchased a Kenmore Elite HE4T washer and dyer. Supposedly the top of the line, and the price would have you believe so. On this purchase I exited Sears in San Antonio, Texas with over $10,000.00 spent on 3 items. Within 3 months the dryer broke down. It took Sears such an extended amount of time to repair the dryer, having to order the part from somewhere else, I forced them to replace the entire dryer. Three weeks ago my washer broke down. I have had repairmen to my house twice so far for the same problem, and they cant seem to fix it. They go off, and I am in the same situation - a family of 5 and no washing machine - off to the laundromat. Did I mention I just paid Sears another $175.00 to extend the warranty on this sub par appliance? I just got off the phone after being on hold forever - it is apparent that they don't have enough repairmen to service the overload of broken Kenmore appliances - and the soonest Sears can be at my house is on Wednesday! These repairmen are apparently EXTREMELY busy - bottom line - are Kenmore products really good?? If the repairmen are so busy they must not be - right? I requested to be transferred to customer service, hoping someone would understand and assist me in getting a repairman here sooner. CUSTOMER SERVICE -SATISFACTION - KEEP THE CUSTOMER HAPPY SO THEY COME BACK. Not so lucky. I spoke to a customer service representative with a very bad attitude. She was arrogant, rude and uncaring. Not how customer service representative should be. But I guess when your products are less than good, your customer service representatives are just as overworked as your repairmen, consequently they are also less than good! At this point, I have determined that Sears products and employees are less than adequate and definitely not worth my money or my time. My advise is to move on to another brand. Deal with people who build good products and stand by with with professional and courteous employees. My advise - DON'T BUY SEARS PRODUCTS. Unless you want to spend a lot of money for inadequate appliances and attitudes from bad employees. There are BETTER products from better companies with better employees. It is clear to me that Sears builds products with pre-determined obsolescence, their repairman do not know how to fix their appliances and their customer service representatives should not be dealing with people! I do not expect to hear from anyone in Sears corporate office as I really feel the problem always starts at the top! | |
| Kathleen | 12/13/10 |
| The Sears online purchasing experience is horrible for many, many reasons. 1) Just about every item is excluded from any of the free shipping offers. 2) Once you hit the submit button, ABSOLUTELY no changes to the order can be made. I saw an error when I received my confirmation email and called Sears immediately. Sorry, there is NOTHING they can do to help!! 3) The customer service reps are poorly trained. I needed to call 4 times about one particular order. Each person I talked to gave me a completely different story. This company has bad online shipping policies, fake free-shipping ads and poorly trained customer service staff. I will NEVER shop from sears.com again. | |
| THEY ARE ALL IDIOTS! DON'T SPEND MONEY AT SEARS! | 12/9/10 |
| These guys have no clue what is going on all they can do is push the problem from one guy to another it has been three months and they still haven't been able to fix the problem it is covered under warranty (that we had to pay over $300 for!) and they still can't fix it I have had to take over TWO WEEKS combined and still NOT FIXED! this is a HUGE problem and I would NEVER recommend these guys to anyone! EVER RUN GO ANYWHERE ELSE BUT HERE!!!!!!!! | |
| Brian Jones | 12/9/10 |
| I purchased a snow blower in November of 2008 online and picked it up at my local Sears. I had no problems until October 2010 when I decided to change the oil. I wanted to start it up before changing the oil. The machine wouldn't start. I noticed that the primer (951-10639A) had a hole in it. I went to the local Sears store to ask if the primer was sold there, it was not. I asked if it is covered under the warranty and the manager said no. I ordered the part online, installed it but still no luck starting. I went back to the parts website but this time I noticed that the illustration showed the rubber line that is attached to the primer came with it. I called the parts line and asked why the rubber line wasn't supplied. He said he would submit it to research. I never heard back. I called parts again and the attributed it to a mis-pick and sent me another primer (order# E597539) but it was the same as the first primer I ordered. I called just before the warranty was about to expire to see if I could get this problem resolved but just more run around. I called customer service after the warranty expired and got yelled at and said there was nothing they could do. I asked to talk to a supervisor and was connected with an account manager (Nicole). I explained my problem and was told research would look into it but haven't heard a word. Disgusted. | |
| Terry | 12/9/10 |
| My wife and i bought a fefrigerator in Aug of 2010 and also the protection agreement with it. About a month or less it stopped working, we call made an appointment. A gew days later someone can and worked on it after we had to throw away all of our food. On Nov 26th it stopped working again, again we made an appointment the service guy came out a few days later after we tossed all our food again. Now as of 5 days ago it went out again. I have been on the phone all day with Sears and have got nothing but the run around. What makes it better is that yesterday the service guy called and said he was running a few hours late., he called later and said he couldnt make it now. So they want me to go another week along with my kids and wife eating out of an ice chest. This has been the poorest customer service i have ever seen. My wife likes shopping at Sears but as of today i told her we will never go back there. If i could go lower then one start i would. | |
| Grace | 12/6/10 |
| Hi, to whom it may concern...On Dec. 4 2010, I notice a sale on Samsung flat screens TV's and actually I bought 2 flat screen, a 40 and a 46 inch TV, so I open a cc to purchase it, well, I want to say the sales clerk AARON @ the Electronic Dept.the Spring Valley Store in San Diego, was OUTSTANDING, EFFICIENT and KNOWLEDGEABLE!!!! I must say, he made sure that everything went accordingly with the sales transaction. Please give this nice Gentleman cuddos, and maybe a raise. This guy is a GREAT ASSET to SEARS. Thank you AARON, you are AWESOME!!!!! | |
| Ritesh Sheth | 12/6/10 |
| Hello Sir, Miss Margarett Fernandes ( Stores Sears Manager - Natick MA), she does not have an idea on how to talk with customer and hangs up the phone on customer. She was rude and I believe should not be at this crucial job position. Her associate Eric - electronic store manager was courteous enough and was able to communicate with me far better than her superior. I am in constant touch with Eric for last 5 days and he has superb technique to speak with customer. However I am sorry to say that Fernandes should be sacked else she will be responsible to bring the store credits down. Business thrives on customer satisfaction and referenciability. On top of all, she contradicts her own statement for out of stock model, she said that the Samsung model that I ordered was out of stock while placing order so the order did not took effect, 2) she said your piece that we received was damaged…what should I believe if the order was placed and no tv was there how the TV can get damaged. The Story - I paid the price in full for UN46C6300 46-Inch 1080p 120 Hz LED HDTV SAMSUNG for $ 999 on BLACKFRIDAY at 6:00 am est. I was suppose to come the very next day to pick up the TV ( Saturday). I went to the store to pick up and the rep Eric told that they do not have it in stock. Thereafter I left and tried reaching the store personnel and no one had the answer so they kept transferring and finally it hunged up. Finally after repeated calls I was able to talk with Eric, and he assured me that he will come up with some solution and get back to me. The solutions that he offered were not acceptable, because either it was downgraded with LCD or with another brand such as panasonic. He was polite though helpless, so I urged to talk with the store manager and truly what a experience it was, she should be sacked or given humble warning for sure. My stress is that I had my wife due date on 25th Nov, I some how struggled to get out to get the TV. Luckily she delivered on 4th Dec. I have my baby and we are planning to go back home on Tue Dec 7th, I wish I have the TV before that. However with this kind of pathetic service and slow response I do not feel I will get the TV. The store Manger Miss Margarett Fernandes offers me to either cancel the order, or accept the floor model or to wait on their mercy. She was not able to give me the ETA and suggested that everything is in the hand of manufacturer SAMSUNG. She is not willing to upgrade me with SAMSUNG LED 7000 that she has in stock and is in near match to SAMSUNG LED 6300 in terms of quality, specs and reviews. Finally at the end of the day I am unhappy customer who would rather buy things from best buy and get it. I am planning to sue sears and in talk with my attorney to get some suggestion. If I hear back from Sear's Regional Manager with favorable reply by end of business day tomorrow, I will re-evaluate my decision. However a paying full price of Black Friday deal for brand new TV, I will not accept sears offer of Floor Model, downgrade model or another brand other than Sony. Customer #: 1405201003693676 Sales Check # 014030266117 and 014030266118 Receipt Date:11/26/2010 Receipt Total: $1062.49 Thanks, Ritesh Sheth | |
| Richard Will | 12/6/10 |
| Bought over $10,000 worth of kitchen appliances from Sears recently; stainless steel refrigerator, that the service tech tells me has no freon in it, the top of the line stainless steel stove that has burned out LED lights on the display panel and you cant read what it is telling you, a stainless steel dishwasher that is completely missing the electrical cord, and a stainless steel microwave that is also missing parts. Considering that each and every one of these items is the "top of the line" item that Sears sells, you'd think that they could at least make sure the crap actually works. They sent a service tech out to tell me what i already kind of knew, which was that the fridge had no freon, the stove LED lights were burned out, etc... Then, because they are brand new, I told them that I wanted replacements for the items. No problem getting you replacements, if you dont mind waiting 3 weeks for them!!!! Mind you, I have 5 kids, and NO REFRIGERATOR even though i just spent over $2000 for the piece of crap!! Now i have to wait 3 weeks and have my family eat out every day because Sears is selling a bunch of trash? You'd also think that they'd want to please someone that just spent over $10,000 in their store, but I guess Sears doesnt really give a crap about customer satisfaction....think it is time to call them and tell them to give me my money back.....Lowes, Home Depot and many other stores also have stainless steel appliances, for a lot less money, and I will bet that they care more about their customer satisfaction than Sears does!!!! | |
| terri t | 12/6/10 |
| do not ever, ever, ever purchase anything with sears on-line...they sub out many of their orders to a third party...if there is a problem with the order, you can contact sears, but they will direct you to the third party..(many times that is with a company that you have never heard of)...forget cancelling an order...wouldn't you know it, the third party has a "no cancellation" party... | |
| Michael Singewr, Coral Springs Fl | 12/6/10 |
| Sears is a fly by night company. I had over $15000 worth of A/C installed in my house. The crew had to leave early and promised to return. I have not heard from them in the last month nor can I reach anyone on the phone. I have left messages with "Josh" the project coordinator for this region, Natasha, his assistant, Bonnie at headquarters, Susan is is supposed to be a ranking customer service exec. I have called 407 551 6000 only to be told they are on vacation until November 28---ITS DECEMBER 6th!!! I call 8002225030 which is the number that is supposed to resolve any issues and no one answers!! Stick with small local vendors--Sears is on the was to obsolescence. | |
| robert simmons | 12/2/10 |
| I purchased a bed from sears in the oakland ca. store payed cash and paid cash for the delivery on nov. 19 here it is dec 2 and no bed. I have call the store and corporate office no bed. I am starting to get upset. I know that I am just a little guy[purchase] but still I paid for a service, I should get what I paid for not the run around!!!THATS WHY IT SAYES NON-REFUNDABLE DELIVERY FEE?????? THIS IS A BUNCH OF BULL ----! | |
| Steven Givot | 12/2/10 |
| Sears made an appointment to repair my dishwasher. I had to wait nearly two weeks because their were fully booked. Sears committed to arrive between 8 AM and Noon. At 11:30 I telephoned to see if there would be a lengthy delay. I was told that the local dispatch center would be calling me to answer that question. After waiting an hour -- already 30 minutes overdue -- I had receive no response. I called Sears again and insisted on speaking to a supervisor. The supervisor -- Chris with ID# 809534 -- "apologized" for the "inconvenience." Chris said that he could try to get someone to respond to me, but there was no assurance that would happen. I asked Chris how I could determine whether the additional delay would be short or long. Translation: Was I going to end up waiting for someone who showed up four hours late or not at all? Chris did not know. Chris offered to reschedule for another day. Translation: I lose another day's pay. I then called Sears' corporate headquarters and spoke to a representative of the "blue ribbon" service. He agreed that their service was unacceptable. He indicated that he would file complaints against the serviceman (for not notifying me that he would not appear as scheduled) and against the dispatch center (for not responding to my calls inquiring about the delay). Shortly after we ended that call, I received a call from the dispatch center. I was asked whether I chose to wait for the repairman or reschedule. My response was that depended on when the repairman would arrive. Anyone but an idiot would understand that my willingness to wait would depend on that, given that Sears had already shown that they did not value notifying a customer when a service call would be significantly delayed. The individual I was speaking with simply kept asking the question over and over. As you can imagine, there is not circumstance under which I would ever consider doing business with Sears again. Sears is apparently organized in a manner Sears' line level employees are not ingrained with the ethic of treating Sears' customers very well. A responsible business would require servicemen to report any significant delay in meeting a service appointment up the line so that the customer learns about it in a timely manner. A responsible business would have contingency plans when a service call lasts many hours longer than anticipated. A responsible business would do whatever it takes to meet its service commitment. Sears does none of these things as a matter of corporate policy. No right-minded person would accept this level of disrespect from a vendor. | |
| Jason H | 12/2/10 |
| In October of this year my wife and I decided to shop for a new bed. She went to Sears in Ala Moana and informed me of a sale. She had identified a bed that she liked and asked me to go down and try it out. When I got to the mattress department I was greeted by the sales associate immediately. He was friendly and informative. He let me know that he was not the regular mattress sales associate and that he was filling in for a vacant position. He did still go in depth about the features of all of the different beds and was very helpful. As I had narrowed it down to the bed that my wife had selected he informed me that I would not only qualify for the sale price, but I would qualify also for free shipping. “Do you want the free shipping? We can also do a removal.” I made sure to verify that it was free and he confirmed. Had it not been free I would have very gladly strapped it to our truck, which is what I was ready for. We are very tight on money and would look at every opportunity to save. The sales associate takes me to the register, rings me up and registers me for all the discounts at the register. Gives me the percentage off and informs me that I will be receiving a gift card in the mail in a few short weeks refunding the cost for shipping. Some weeks later, after our bed arrives, I get an email. The rebate center tells me that I am not qualified for the discount. I called the corporate number and the woman pulls up my record. She even tells me, “Yeah, you should have qualified for it, let me clear this up with the rebate center and call you back.” A short time later I get a call back and she informs me that I in fact did not qualify because the price requirement was met after taxes and it was a pre-taxed price that needed to meet the requirement. My question to her is how a sales associate can promise me something and your company takes it back? Something that even upon her initial review told me I should have qualified for. She said she could not help me and told me I had to contact the store that I shopped at. I called the Ala Moana store in Honolulu, HI and asked for a manager. I was transferred to the mattress department. At the mattress department I spoke to a sales associate who told me that the manager was not available. He took my concerns to the manager and called back saying that there is nothing they can do because I did not meet the requirement. I reiterated that this was a promise given to me by the sales associate and questioned where the responsibility for that lies. He was the one that registered me for the rebate at the register. I was not handed a brochure and instructions for application or enrollment, simply told that it was going to come to me in the mail. The sales associate then told me a second time that he would talk to the manager to see what he could do and called back when I was not home and left a message. When I called back another person answered and I asked to speak to a manager. Once again the manager was not available and so I shared my situation with him. He replied, “Oh yeah, I remember that, they were talking about you.” I was told that they would refund me the difference of the discount to equal the price of shipping and removal. So I said, “That means I lose my discount?” He told me that they can’t give me both. I asked, “Even though that’s what the sales associate promised me?” I told him that I’ll keep my discount they can come back and pick up the bed and drop off my old one and I will do the pickup and removal myself and they refund me the money. Seemingly frustrated he told me that he would have the manager call me back. I received no calls back and in a couple of follow up calls the manager was again not available. So my question again is, whose responsibility is it when the sales associate, REPRESENTING Sears, tells me that I qualify for something and will receive it in the mail? Would you not consider that it was essentially PROMISED to me? By the company! At this point in time I cannot even locate my receipt, I don’t even remember how much the shipping and removal set me back and I am tired of trying to talk to someone at the department store. I received no apologies, felt no sense of remorse over the situation and found no retribution from anyone. Sears STOLE from its consumer. Your company essentially TOOK that $80 or somewhat dollars from my pocket by offering false promises. I came in wanting a bed at the discounted price and was happy to leave with free shipping too. Then find out that I was misinformed and basically the only solution that I can get comes out to me buying a bed at regular price with free shipping. Are you serious??? I wasn’t going in for the shipping to begin with! I only took it because I was told it was free! I have been very disappointed to receive this kind of treatment from a billion dollar corporation and even more unexpected from my previous experiences at Sears. While I hope to be a customer at Sears in the future, I am left with a bad taste and will probably not keep Sears as top choice when seeking a purchase. My story will definitely be one that I express openly and I feel responsible to warn people of potential theft in the form of empty promises at Sears. Hopefully this can motivate some customer service reevaluations and sales strategies to prevent future misunderstandings and disgruntled, victimized customers. I can’t imagine a company that operates in this fashion will find long term success. How much can you steal from your consumers before they all stop shopping there? While I would hope this was an isolated incident, I have heard negative responses from others when I share my story and it seems many have been very disappointed with Sears in the recent past. That’s unfortunate. | |
| Michael A.Ballard | 12/1/10 |
| I had a set of tires installed at the Sears Tire Center at 7503 Cermak Road North Riverside Illinois.The attendant told me my 1995 Dodge Dakota would be ready in an hour and a half.I came back in two hours and it still was not ready.Finally 6 hours later I had to call to see if the truck was ready and it was but they never called to say so.This took place on 11/30/2010.When I showed up to pay for the tires and the attendant acted like he was doing me a favor never said thank you.I will never use this center again no matter what I have to spend on tires.I will spend my hard money where it is appreciated.ballard443@comcast.net | |
| Pam | 12/1/10 |
| I would give Sears a -1 Star below a Poor rating. 1 is too high. I have been without my dryer for over a month. It took Sears days to schedule a service call even though I have a maintenance contract. Then they had to order parts for the dryer. Then it took 2 weeks to get an appointment on 11/19/10. Sears called to cancel the appointment that day because they had no technician available to come to the house. The next appointment was 12/3/10. Do you know what it is costing me in the laundromat for the laundry of 7 people for over a month? I repeatedly called Service and Customer Service. I got several people on the phone who did not speak English well. When I asked to speak to someone whom I could better understand, they said the location was confidential. Asking for a supervisor was an exercise in futility since the person refused to connect me to anyone else. I then called several times to confirm the 12/3/10. My call was disconnected 4 times! Why am I paying over $600 a year for a service contract if it does not work? The last time I checked Sears was a U.S. company based in Chicago, IL. Can't we get someone locally to help us? My future business will be going to a competitor because I am done with Sears. Did Sears take over KMart or did KMart take over Sears. Because I am definitely getting KMart service. Goodby Sears. | |
| John Walmsley | 11/27/10 |
| Sure wish there was a selection for 0 stars. Anyway, long story short, wife took the truck today to have 2 rear tires put on it for me. Saved me from having to deal with the mall & gave her a chance to play at the mall lol. Well, that is the first & last time I deal with Sears Automotive. Needed 2 back tires because one was bald & the other wasn't far behind. Front tires are just fine. When they took my truck in to the garage she was told that my back 2 were bad & that my front 2 were down to "1/32 and were about to explode". She was also told that "I drive around in 4WD all of the time & that if I didn't get 4 new tires today my tranny would go". Well, the wife called me because she figured something wasn't right & she wanted me to know what was being said. I told her to put the moron on the phone & when they refused to talk to me I had her repeat a very "descriptive" phrase word for word that included catch words like BBB, attorney & unemployment line. Well, I got my 2 tires, but that is the last dime they will ever see from me. The only reason I used them to begin with is because my regular mechanic was out of town. | |
| Ron Samples | 11/29/10 |
| I was at the Black Friday sale in Belleville, IL Sears Hardware store. The adds stated that all items were on sale from 4AM until noon only. There was a Kenmore washer dryer combo for $599.98 for the pair. When the doors opened I was the 3rd person to the appilance regester and attempted to purchase the combo washer and dryer only to be told that all the vouchers had been given out and none were available. I was told that the vouchers were given out prior to the 4AM opening. I wonder who received those vouchers? I have shopped at Sears for over 30 years and Friday 11/26 was my last time to shop there. False advertising or bait and switch? | |
| Angel Moore | 11/29/10 |
| This is not a Sears site but thank you for providing the phone number. Their customer service is the worst around. Find a small business repair company and use them. Keep them in business because Sears does not care about you! | |
| Charlie McLaughlin | 11/29/10 |
| I purchased a 52 in big screen TV from Sears in Sept 2005. It has been serviced( or attempted to be seviced) by Sears at least 10 times since. So far Sears has spent over $8000 to service a $1500 TV. It still is not fixed. I had to rent a TV this last time and since I have a "Master Policy" was told I would be reimbursed for the rental. I have been waiting 6 weeks so far for my check for reimbursement. To says Sears is Pathetic is the only thing I can say without using 4 letter words. How long will it be before Sears follows in GM's footsteps and files Chapter 11. I remember when they were the best in service and backed their products without any excuses and would like to nominate them for the "WORST" customer service award. If you are looking to purchase a major appliance do yourself a favor and buy it somewhere else. | |
| Robert Williams | 11/29/10 |
| Three weeks ago in late October, I purchased from the Land's End section at Sears Granite Run, Media PA several long sleeve shirts, and received a promotional discount for purchasing a quantity (5 or 6 shirts). Yesterday ( 11/28/2010), I went to the store and saw a different color that was not available earlier. I took one of 10/2010 shirts in for exchange. The prices are the same. I was told by 2 SEARS employees that since they were from different batches ( same except for color), the shirt could only be exchanged for size. If I wanted to exchange for any other reason, I had to pay the single price of $39.50 ,I think. The old ( never worn, still in original packing, bag, with receipt) shirt and new shirt cost the same. A call to 'Rosie' at corporate office upheld the store's decision - not policy, because the receipt does not make that difference. The item was for exchange not return. | |
| John C | 11/29/10 |
| I have been online researching complaints against Sears and I am amazed they are still in business. I bought a region free dvd player from their website and it doesn't work at all. Although the item was listed on their site and they charged the purchase to my Sears card I was informed by customer service that since the player came from an outside vendor they can't help. I called, faxed and emailed this outside vendor about the problem and get no response. I've called Sears a few times since then. They take down the information and do nothing. I am not surprised to see that many of their stores are closing. | |
| lori biando | 11/29/10 |
| Lori Biando November 26, 2010 Sears To whom it may concern; I have had a load of problems with your store today. This store (02179) is located in Medford, OR. I have been waiting for this day all year. This is a Biando tradition. I choose your store to make most of the shopping for my family. Ok I will give you a scenario of what my day has been like; First I get there at 2:30; we were the 11th person in line out of the only like let’s say twenty people. There were three entrances; the one around the corner was right by the linen area. There was a stand here sign basically so without reading the fine print (way too early) the rest of us started to wrap around the building. At the time of about 3:30 am they opened the doors I guess, because those of us in line around the corner heard a commotion I went to see what it was. There was a crowd of people now. They came out of their vehicles and ran up to receive tickets that we had been waiting over an hour for. What happened was that the tickets for your washer/driers, refrigerators, vacuums, were handed out to not the people that have been waiting for hours but to the people that have just walked out of their cars into the other entrance line at 3:30. Hopefully you understand that this is wrong. We were all waiting for double the time that those people that came out of their cars that got the tickets. Second; I am the first person to get to electronics and the number one thing on my list is an X-Box 360. In the sale ads it said that it was $19999 with a free game which was Halo. I asked one of your employees “Xbox, Xbox 360 where are they” in a firm but calm voice, and your employee response was ‘We don’t sell the consoles in the store’. That was not what it had said in the ad so I went to go get something else off of my Sears list. One of the people I was talking to in line waiting for the store to open came up and asked if I had gotten my Xbox 360? My response was ‘no they don’t sell them here’. She then told me that she just saw one of the electronic employees had sold it to a man; he had gotten it out of the glass display case. I was furious because I was the first one there and first one to ask for the Xbox 360 then it wasn’t given to me. A paying costumer can’t even get what I want? I really don’t understand I saved out of a very thin budget to put these things on layaway and make payments till Christmas, along with many others I was very appalled at the way your store handled Black Friday. While I was gone from the Xbox 360 I went to go get my daughter a ring that in the ad was $1999. I looked for the rings and I found two. Two rings that were the right rings but there was only two. There probably would have been probably maybe two or three rings before that but just there wasn’t enough. By this time I was so done with this store. I go to ask if I could put my vacuum I wanted on layaway with all the rest of my stuff in my hands. Which I had a ticket that was number three, for there was only four. The vacuum I wanted was the Dyson that was in the ad for $21999. I was asking the closest employee and asked if I could put it on layaway. They said that ‘it can’t be put on layaway’. The second person I asked said that it was a door-buster and I couldn’t put door-busters on layaway, which I had no problem with last year. I was just so done with this store I threw everything out of my hands over my head. Today when I got home one of my layaways were not looking right so me and my daughters sat down and added it up and it just so happens I was over charged on four Joe Boxer lounging pants. They were $799 each in the ad but I was charged for $1680 each. I don’t know if it was a slip in the system or what but I say that if the system did this all this morning then a lot of people got ripped off. I think what the best part about my visit to sears was checking out with one of the clerks # 265 Marisol. She helped us out so much. I was able to come out of sears with a smile on my face because of her. When everyone else said no, she said yes. I am just another customer I realize that. Without the hard working and saving my family would not have a Christmas. My husband just had surgery. I was recently released for work of course there are no jobs. I have been doing this with my daughters for years we always have had excellent service. Unfortunately I probably will not be waiting in your line next year. I did talk to the manager twice. He phoned me and told me to order it online and he would make a price adjustment for the 360. Needless to say I spent at least an hour in a store that normally takes about fifteen. Please send an E mail that someone actually read this. Word of mouth is a lot of business. I am sure I was not the only disgruntled customer nor do I believe that this will be the only complaint from this store. Thanks you for Your Time, Lori Biando (541-973-7135) hklbry4u@aol.com | |
| Ruth Robertson | 11/26/10 |
| I am writting to you to let you know about a incident that happened to me at your Cape Giradeau Mo Store on this black friday 2010 I was at your store at 3am in line 1 hour earily drove 45 minutes to get there and stood in 37 degree wheather waiting to get the front load washer and dryer for 597.00 ,I was the 7th person in line so i was sure i would get this washer and dryer that was the only reason i drove to Cape.So at 4am when the store opened was the first one back to that department and the lady back by the washers and dryers asked me if i had a number for the washer and dryer i said what do you mean a number ????? at this point i was so mad i could have spit nails into her and she said well we posted it on the window at the door i want to remind you that it is 3 am and very dark and had no idea that there was anything posted on the front door well there was already people in the store at the check out getting the washers and dryers and they were gone at 4am when the store opened this is just wrong and i sould contact my attorney about this!!!! I want the washer and dryer for that price and froze my butt off for a hour and all i got was shit on. This should have never have happened . I would appricate you to man up and honor your ads . Ruth Robertson 14222 Tamarak Lane Dexter,MO 63841.email cocacolamomma2@yahoo.com | |
| Charles Cash | 11/27/10 |
| I bought a 50 inch plasma tv in june of 2010.I arived home one afternoon and found it lieing in the floor with a broken screen. the srews had streped out of the base thait sits on and it fell forword.now they told me when I bought this tv that I had a year warrenty but when we called the repairman out he said it looked like it had been drop and broken and that sears only warrent workmanship of the tv.well the tv was not dropped and if he had pick up the base and looked at it he would have seen that and we even tried to point that out but he said he had to report it like he seen it; so long story short sears would not replace it.well as i see it the base that came with tv is part of the workmanship and i have been out a lot of money on a tv that i have not got to use very much.my sister and i live together and we have bought a lot of things from sears and in the past they have always been very good to deal with but something has gone wrong.I fell like i have been done wrong and her or i will never do bus with sears again unless they own up to their warranty with i feel is not any good uless they do. | |
| Nedra Burns | 11/27/10 |
| I purchased a Kenmore Electric Range 10/20/09. I am a snowbird spend 6 months here in Florida so this range is hardly ever used. We eat out often too. Warranty ran out and stove quit working....I do not believe in buying warranties on new products when you pay that much money the appliance should last at least 2 years (if you're lucky) without a service call. I will never ever purchase another appliance from Sears....at one time it was the only place I would buy an appliance...This stove was the second one delivered to me...the lst one the temperature gauge didnt work and after some hassle they did replace it. This latest problem occured right before Thanksgiving needless to say we had to take our company to a restaurant. Now I have to pay l29.00 service charge which does not include parts....you can well imagine how upset I am. I realize that this venting will not help me but at least anyone reading this might change their minds in purchasing a Sears Kenmore STove. | |
| csweeny | 11/26/10 |
| Three years ago, we purchased all of our kitchen appliances from the Sears Appliance store in town (spent over $10,000). The house is a second home and is used on weekends, holidays and summer vacations. So, we have truly only gotten 1 1/2 years of use from our appliances. We upgraded all of the appliances believing we were getting quality products. The microwave we purchased was a Kenmore Elite Advantium model #363.63703600 and we paid $725 (a major upgrade from the typical $300 microwave.) A few weeks ago, we came down in the morning to find the microwave completely without power. We thought maybe a fuse was blown and had an electrician come to make sure there was power to the microwave, which there was. So, we are truly stumped as to why our nearly new microwave would have just gone out and would not work. We truly believed in the Kenmore name and have never had a problem with our Kenmore appliances in our home or vacation home. We called the local Sears store and he told us it would cost a minimum of $200 to get it repaired (using a Sears service technician & repair costs), so we would probably be better off just buying a new microwave. Are you kidding me???? Less than 2 years of use and then they no longer work? Is this the quality I can expect from Kenmore? If it is, please let me know and I will be sure to tell everyone I know not to buy another Kenmore appliance! Our sales rep from Sears told us to check for any recalls on these units (which we haven't done yet) because these microwave units were being produced by a third party and Sears was putting the Kenmore name on them. This makes me wonder if poor quality is becoming the norm at Sears? Knowing this, shouldn't our sales rep have had a service tech come out to look at our microwave (at no cost) to see what the problem truly was? We would have purchased another microwave from Sears if it turned out to be a product problem. We obviously would have expected some credit for the defective unit, but we would have been somewhat satisfied that we, a valued customer who has spent $$$$ in your stores, was appreciated. Now what you have are two truly angry customers who are not satisfied or happy with your product, service or company. | |
| Laura | 11/22/10 |
| Sears 4 MY HOME has to be the worst repair service ever! I have reported them to the Better Business Bureau because of the awful service I have been receiving. We purchased a house a year ago and we got 4 items from Sears: washer, dryer, dishwasher and snow blower. Out of all 4 of these items, only the dryer has made it without repair for the full year. When I called for service on the dishwasher, I got every excuse in the book on what it was until I demanded a service tech come to the house. It ended up being a $400 part plus labor which thankfully was under warranty still. On the very last day of my warranty, my washer crapped out. I called Sears and argued with some smarty pants kid about how it was still warrantied. He kept saying no so I demanded a supervisor. After waiting on hold for 35 minutes, the supervisor confirmed it was under warranty and set me up for a Nov 20th appt. They never showed up. They are classic for not calling so you will spend half your day waiting around for nothing. I have an infant and have now been without a washer for three weeks and have to wait another two weeks since they never showed up. If you have a Sears appliance, keep this number handy. 1-800-479-6351 is their customer solutions department and they will help you get another appt faster. I called corporate and complained and told them that people have lives and can't always wait around waiting for Sears to show up. I will never again buy anthing from Sears that will require service. My blood pressure is up from dealing with them. | |
| pfc bell c jason united states marine | 11/22/10 |
| to whom it may concern i placed an order online the site will not let you checkout so it was placed over the phone and i recievied only 2 of the 5 items i placed but was billed for them they put the wrong name the wrong email address and i received no email conformation for my orders so i will send ever this back and the washer and dryer and shop else were but also im calling the the news problem solvers and see what the think about this type of service when i and many other enlist and protect this country for indivduals such as sears corporate headquarters for they may have bussnesses and enjoy there hoildays when we as service men and women give ours up. to every one that a customer happy hoildays and if you need great service check out wal-mart and best buy and target great service wish i could say the same for sears and kmart. RATING 000000000 SEMPER FI PFC Bell C Jason | |
| sunhine | 11/23/10 |
| I placed an order for curtins, paid for them on the 11 of November, the lady told me that they would be delivered on or around the 16, i called on the 18 they said they were still prosessing,told me they should be in the store first of next week. I called this morning on the 23rd, the man told me that they have been at the store since 16th, i told him i have not recived a call or anything, I have been waiting for these, i was highly upset. on my way up to the NOrthgate Mall Sears now. I WANT to know why they hadnt called me!!!!!!!!!!!!!!!!!!!!!!!!!!!!! | |
| Jim | 11/23/10 |
| After reading all the other statments about poor service at Sears, I now understand why I recived the service I did, as other I was sent from person to person without resluts everyone seemed to push it off on the other guy, no one took resposibilty and when I talked the manager Suzie EMP # 16327 I was quoted policy and asked if it were my business if I would do something about it. Well in my bussiness Suzie the customer always gets what they want, no matter what. I will never shop at Sears again their service is as poor as all the other companies that have gone out of business and this is what will happen to them maybe not now but soon if they do not change their customer service philosophy. I seems as if they do not care, you can complaine as much as you want on their web site but nothing will be done about it. My question to Sears if how do you reslove these issuses if you don't know who wrote them. | |
| | 11/23/10 |
| On November 1, 2010, I called Sears to send a repairman to my home to fix my oven. Sears uses a repair service called A&E Factory Service. The first day available was November 17, 2 and a half weeks later. I was told the repairman would be at my door between 8 a.m. and 12 noon. At 12 noon I received a call from Sears apologizing for the delay and assuring me that they man would be here soon. At 12:30 I received a call from the repairman apologizing for the delay and saying he was on his way. He arrived after 2:30 p.m. I described the problem with my oven and the repairman stated that he would go to his truck and see if he had the part. He didn’t. He said he would have to order it, which took over half an hour while he sat in his truck. He told me the price of the part, $68.99. I told him that I saw the part on the Sears web site for $48. He told me he couldn’t order from Sears and had to order through his company’s channels. I offered to buy the part myself and have him put it in, but he told me if I did that, he would have to charge me an additional $129 service charge. In addition, I would have to pay in advance for the service and the part, and I would also have to call for another service call when the part arrived, costing me who knows how much more time. I told him to go ahead and order the part because I didn’t feel that I had a choice. Then he told me he couldn’t provide me with a receipt. I spoke to two different Sears customer service reps on the phone, and both assured me there was nothing they could do for me and that the repairman was correct in stating that he couldn’t order a Sears part from Sears and had to order a part that cost $20 more and that the cheaper price through Sears was actually a perk for people that knew enough to order the part themselves before they ordered the repairman. I was told to contact Sears Corporate Headquarters Executive Complaint Department and perhaps somebody could handle this problem. I am extremely frustrated. I called Sears to fix a Sears appliance. Sears sent an outsourced repair service who can’t order parts through Sears and therefore can charge me more than Sears prices. I have a house full of Sears Kenmore appliances. I have never bought an appliance anywhere else or used any other repair service besides Sears. Needless to say, that is over. When the A&E Factory Service part arrives, I will be returning it and canceling the service call. My current Sears appliances are 10 years old, which is near the end of their useful lives. I will not be purchasing another Sears appliance due to such poor customer service. | |
| Rebecca R. | 11/23/10 |
| I have never had such poor service from any company. I was sold a warranty on our dryer, under the false pretense that the dryer would be repaired as well as be vented differently. The salesperson said they were putting in notes to bring the venting supplies and that is why I selected Sears. I figured they were large enough to have parts stocked and should repair as well as vent all in one visit. So I purchased the warranty. When the technician arrived, he notified me they do not do venting when I asked if he had the venting parts... so I was out another service call and repair to a seperate company for this. The service person said Sears didn't have the parts and I had to wait 7 days. During the 7 day delay, I paid another company to vent the dryer (and a service call) I told him my experience with Sears and he said, "That's funny, I have the part on my truck" I called Sears to see if I could cancel my contract and they said not without losing the money already invested (129 service call fee) so I had to say thanks, but I cant, or I'd be paying for it twice. Sears was out today (11/23) to install the parts and I was told everythings good now. However, the dryer is NOT good. My dryer wouldn't heat, and still did not. I called sears back and said it's the same as it was still not working, and they said Friday someone could come out. I am so disgusted with the customer service, Sears should be so embarrassed that they left our house saying it was fixed, when it never was, that they make a point to have our appointment the next morning. I spoke to managers and was told Friday is all we can do. I told Sears I would file a complaint with the BBB and was told if I do, they can no longer assist me with a case. I also told them I will never shop at Sears for anything again. Customers do not matter to Sears, I've been shown that. I was sold a service plan and lied to, no parts, no proper repairs, and no appointment at a reasonable time for what we have already gone through. My husband and I would have "forgiven" Sears if a tech came sooner than Friday, but that has not been attempted so when we redo out kitchen with all new appliances. We certainly wont be buying them, or ANYTHING else from Sears. Biggest mistake was calling Sears. | |
| Lisa Bosh | 11/26/10 |
| I have a Kenmore flat top Range. Mode# 79096011401 It was purchased about 4 or 5 years ago. I want Sears to know how disipointed I am with thier product. Every time I've baked anything it steams. Steam comes up through the left hand side behind the back burner. I can actually get a steam burn if I try to turn on the back left hand burner while the oven is in use. On day while it was hot but shut off. I washed the front panel with a dish cloth where the knobs are and It was soo hot I washed the paint off the stove where it steams. This past summer I put in granet! We'll the missing paint on the stove is an eye sore next to my new granet. Then this weekend Thanksgiving the coil in the oven blew. Oh how mad that made me with all the baking I had to do. I did go on Sears.com and I'm waiting till next Thursday to get a new coil for the oven. I don't think a stove this old should have such problems. It didn't make for a Happy Thanksgiving! The part cost $50! and I had to go to my sisters to cook. And now I will be cookin on the gas grill outside till Thursday. It's November 26th it will be cold! I will never buy another kenmore product again. thankyou for your time! Blsbosh33@yahoo.com | |
| Aaron Thompson | 11/26/10 |
| In the Charleston Daily Mail before black Friday, an advertisement for a Kenmore washer/dryer pair was advertised for 599. In VERY fine print, on the page (not near the item) it idicated that a "TICKET" had to be obtained the night before, at 10:00, to be eligible for the purchase. My wife wasn't aware of this fine print, showed up very early to buy the pair, and was told then that she wasn't eligible. This is unfair. I suppose we live and learn. You do NOT want my money, I have learned. Someone else does, I have learned. Buy. aaron | |
| Michelle Simon | 11/16/10 |
| I wanted to let Sears know why they have lost me as a customer forever. I don't care if their products are the best in the world. I will never buy anything from Sears again. I am doing this in response to your Christmas commercial which went out of its way to insert three different shots of a black male kissing a white female right in the middle of people giving each other gifts. I am usually a live-and-let-live person. I don't usually care who dates who, but when I saw your blatant attempt to brainwash the population at large into engaging in racial miscegenation I was totally repulsed. Pushing black men pursuing white women as a fad injures both races. If you are, for whatever reason, pursuing an anti-white agenda, I would like you to know that this is hurting black women most of all. Black women should have the right to have husbands and be wives, to have fathers to help them raise their children, just like white women, but commercials like this greatly diminish the pool of marriageable black men by marketing white women as love interests to black men. | |
| daniella stein | 11/17/10 |
| My name is Daniella Stein. Last week I wrote on this website to rip sears for their lack of service on a product that I had owned only 6 months, for which 2 months it had not worked. Customer Solutions could not help me, but when I called corporate and explained the situation to my case manager named JAmes, he was able to rectify the situation. Understanding that I had bought a lemon for a washer and how reasonable I was with all the service calls sears had made, and yet was unable to fix the washer, he was able to replace it. Today not only did the two technicians, raymonda and carlos come to deliver my new washer, but they reconnected the dryer part which had been disconnected by the previous technician. I would definately recommend Sears now and they have earned a customer back! Thank you!!! Thank you!!!! Daniella Stein | |
| Maggie Cimbalsita | 11/19/10 |
| DO NOT BUY FROM SEARS THEY HAVE GONE TO CHIT. | |
| Maggie CImbalista | 11/19/10 |
| I had called the Corp. office and talked to the complaint department and she was such a nice person. She is helping me with the Store that refused to take back my new microwave. I have to give it to Sears for there corp office I have bought sears for over 25 year and spent thousands of dollars on there products, because sears backs up there products. I know now not to ever buy from this small personal owned store in Plano IL again. I also had them remodel my kitchen, it came out beautiful.. Hope everything goes good. THANK YOU SEARS CORP. HEADS FOR DOING GOOD BY YOUR CUSTMER'S. Maggie Cimbalista IL | |
| mike septak | 11/20/10 |
| I called in advance to make sure they could service the problem wit the breaking system on my truck. After having it towed to their location I received a phone call that they could not make the repairs and I should have the truck towed a.s.a.p. They did however state if this was summer they would be able to service it. I am 63 years old and have shoped at sears forany years, and this is the first time I have considered not to any more. | |
| Mary Ann Woods | 11/21/10 |
| Dear Sirs: I have a service agreement on my GE refrigerator which I purchased from you, today is Sunday November 21, 2010, I called the repair line and the first available appointment is Monday November 29, 2010. This not only forces me to go purchase a new refrigerator but to never use Sears again. What is wrong with you people, who now a days can go for this lenght of time without a refrigerator, this means I must cancel Thanksgiving, I must buy ice everyday to keep just the necessary things my family uses and also make me feel that the service contract just lined your pockets but did not benefit me at all. You are a national company who cannot honor their products, this is not my first time around with your company, but each time I have to deal with you and the idiots that run the customer service department I firmly believe your motto is Screw the customer once you lure them in to the sell of the product! | |
| Mad as heck! | 11/13/10 |
| As I stare at my kitchen torn apart,I admit by me, because I needed to take everything out of the laundry room. I need to do an easy belt repair on the dryer I so proudly purchased from Sears 5 yrs ago, on my day off, and on a Saturday. Now I shake my head in discuss that I must look at this until I can either track the 20 miles to get to the center, and hope that there is someone who can help me when I arrive, or look at the laundry items until the order comes in Nov 22??? This center (in GREENSBORO NC), as I was told by 3 other Sears locations in the triad area(which do NOT sell any parts), Is the ONLY place I can get a drum belt. I am well within the hours of their Saturday operation hours,I have been calling for now about two hours and hearing nothing but the phone ringing. Not even a automatated voice telling me to press or say a command. Not even someone in India. Whats up with that? Please, you try and call them 336-664-5223 for me. If you get through tell them that their LACK OF COMMUNICATION at their center stinks. I have always looked to Sears/Kmart first, when buying anything. I like what they stand for all around. But, the customer service at this parts and repair center REALLY can use some kind of training in the CS area. Plenty O'People out there who would like to have their job and like to work. Sears can you look into this? | |
| Ex loyal Customer | 11/13/10 |
| I was scheduled for a service call and waited 3 weeks for my appointment. I took off half a day at work and at the last minute thy called and said they were overbooked. After arguing that I could not wait another 3 weeks like they wanted me to, a supervisor gave me an appointment for the next day. After waiting all day long, nobody came or bothered to call. After finally getting a supervisor she said the earliest they could come is 3 days away so I would have to take off another half day. The supervisor offered me a $20.00 gift certificate for my trouble, but disconnected me before giving me the info to get the certificate. After another call to a supervisor I was told that she could not give me the certificate, and was not going to offer me one. Had rude to disregard my time and lie to me. Sears has really gone downhill as I have bought their products for years. I will never buy anything from them again. I realize things happen however you should give the customer an appointment first thing the next day, not jerk them around and lie. | |
| Kelly Lacer | 11/13/10 |
| WOW!! I have never had such a bad experience with a company before!!! I don't think "Run-A-Around" is event he right word. On Oct 16 a Sears tech came to my home to do a routine check and clean on my Goodman brand gas furnace (a brand that Sears carries). That man was there no more than 10 minutes and said everything was fine. It was still warm at that time so I was not using the furnace. First time I turned it on it would not work properly. So I called them back on November 3 and was told a tech could not come until Novemeber 8th. it was cold by then and the furnace would not kick on properly. He came on the 8th and left word with my family member that the furance needed a new control board. On November 9th I called Goodman Manufacturing and was told the part is covered under warranty and that Sears just need to order the part. Sears told me that I had to order the part. Goodman told me that they do not deal directly with the customer only the service company. So I AGAIN called Sears and was told by Francine, after speaking to her superivisor, that the technician would come on Novemeber 12, 2010 between 8am-12pm. My brother was there waiting. At 10am I received a call that the tech was behind and would not be there until "early afternoon". I left work and came home as my brother could not wait any longer. By 3pm he was still not there so I called and was told he had one more stop. I asked him why he even needed to come to order a part when they already knew what part they needed. he said he would call back. Then I get a call from Angela at 4:30pm on Friday telling me they were not coming at all because they do not honor Goodman warranties!! How can you sell Goodman products and not honor the warranties?? And why was I told on Tues that you could???? I missed work and have spent over 2 hours on the phone only to be told too bad so sad and they will not refund me my origianl $79.99. I WILL NEVER SHOP SEARS OR KMART AGAIN!!! I have order several similiar stories from family and friends since this happended. | |
| Barbara Armstrong | 11/14/10 |
| I bought three appliances from Sears about five years ago. Within the first three months the refrigerator broke and it took several weeks for them to come fix it. Now the stove is broken and they can't come to fix it for a month. Totally unexceptable. I will NEVER buy an appliance from Sears again. | |
| Dave | 11/15/10 |
| Hello, my name is Dave and i own D&C Renovations. sears repair center sent a "tech" to a home to repair a brand new fridge that was leaking all over her kitchen floor . well after the "tech" was there for 2 hrs he told the customer to call a plumber because the leak was from a water line from the water maker . upon going to the customers home i found the line was not leaking and it was the condisation tray behind the fridge and in the fridge. well the tech told the customer that he fixed it and left and i needed to come out so after i arrived at the house and found the tray still leaking i fixed it and then called sears to get them to pay my company for the service charge and they told me i had to charge the customer and they will give her the money back in time. now i think its pretty bad when you treat your customers like that and then on top of it make someone like me and my company have to wait to get paid and have to charge a customer a service charge on a fridge they already paid for and is less than a month old. i also would like to know why the tech showed up in a basic van and in street cloths and when you call him he answers the phone "yo whats up" and if you have repair issues please feel free to give my company a call at 330-577-6083 or after hrs at 330-388-6200 | |
| Lynn Kadilis | 11/15/10 |
| I am writing today because I have had the worst customer service with your company. Back in September, we purchased a riding lawn mower from your outlet store here in San Antonio. The managers there were extremely nice and helpful with our purchase. The trouble began after an hour of using the $700 mower. The mower would not start and we checked everything possible. We have spoken to customer service to schedule an appointment to get it fixed, but they have yet to show up. They have called and cancelled on us 4 times already and they have cancelled on the day that they were suppose to come!! Now remember, this has been broken since the 18th of September. REALLY??? You cannot send someone to fix something that we had used for only 1 hour? You reschedule over and over and over and we cannot miss anymore work. Our parents told us to purchase from Sears, instead of Home Depot, because of your warranty and that Sears stands behind everything, boy did we make a HUGE mistake. We relay our experience over and over to everyone so that they understand when they purchase something, they are stuck. Whether it works or not! I am very disappointed in a company that has been around for years and years. We thought you would have gotten better at customer service by now. In disgust and regret, 210-296-8949 | |
| | 11/15/10 |
| All I want to say is Sears Sucks and so do their lying emloyees and managers! Never again will I purchase anything from them. I rate them a -100. | |
| Mrs Curry in TX | 11/11/10 |
| This has got to be the worst experience ever....I bought a Kenmore set Washer and dyer for $1762.80 to be exact. It is 8mths old and I have now been without a washer for 3weeks+. Today will be the 4th time a technician comes out after the washer was supposed to be fixed 2 days ago and flooded everything. They never installed the controller unit which they thought was stopping the cycle and only cleaned some lint from the drain hose. When asked for laundry reimbursement because I cannot afford a rental unit I was told if they have to order a part I can be reimbursed $25 per week starting this week. (Keep in mind this is the 4th time they are coming out and I have been without it almost a month now) I will never buy anything from Sears again! Customer Solutions customer service is no better than the customer service who sets up appointments. | |
| COllison | 11/11/10 |
| WOW.....wish i had came upon this web page before i purchased a sears item and service contract..My issue is not for a 1 yr item it is brand new and Sears Customers services lacks CUSTOMER SERVICE!! I will never purchase from Sears again. In the state of todays economy Sears still fall short on quality AND CUSTOMER SATISFACTION? | |
| Daniella Stein | 11/11/10 |
| I bought a washer 6 months ago. For one of those months I was on vacation. For another five weeks, it has not worked...like it was dead as a doornail. I have had to set up five appointments with technicians before the washer was finally fixed. So much of my time was WASTED as technicians came 1-2 1/2 hours late for each appointment, scheduled a different appointment day and time than requested, told parts were with the technician when they were not even ordered or present. Now, I have scratched up brand new washer along with a scrached up wall. I am so upset, I don't think Sears did right at all. In fact, the last customer solutions specialist said that the outside parts would be replaced because of the damage and said that he ordered the part. I am speaking to a customer specialist now who does not even know what i am talking about. Sears does not know its head from its ass!! I definately say pick a different store to get your appliances and service from. They have lost a customer! | |
| lisa morris | 11/11/10 |
| i don't have a complaint. actually, i have a compliment. i just got off the phone with a s. tyler from corporate office. she was one of the most professional, nice ladies that i have ever spoken with. this lady deserves a raise!! she bent over backwards to help me with a recall on a crib. i feel that when someone goes above and beyond to help a customer, they deserve some recgonition!!! thank you, lisa morris | |
| Barbara Tokar | 11/11/10 |
| I bought a washer and dryer at Sears on Lawrence for 2000 dollars, they were suppose to give me a rebate never happened also a 250 dollar gift card, never mentioning the fact that there was an experation date never heard of that one. recently bought a 800 dollar TV also there, I am really disappointed with the Sears operation after spending 2800 dollars with Sears I feel Im out 340 dollars in supposed rebates. Thats ok Sears you will not see me in any of your stores anymore and I think I will cost you 350 in business with my future recommendations | |
| nancy kimmel | 11/11/10 |
| Sears announced they will be open Thanksgiving Day, I wonder if they asked their employees how they felt about being away from their family on this very traditional family day. I wonder if any one in corporate or upper management will be required to work that day, that has for so very many years been held out as a special, unmaterialistic quiet family together time,a day that even corporate America respected. When will this insanity stop, as we see families becoming even more disconnected, in a time when nationally our children are becoming more unruly and disrespectful at home and in school, when we know that family together time is so important. Naturally, there is not a contact number, in all of sears sites, to voice my disapproval of this newest corporate decision. I believe a Mr. Edward S. Lampert is the director of the board of directors, a man worth between 1.5- 2 billion dollars. Will he be home with his family on Thanksgiving Day? | |
| R Padilla | 11/11/10 |
| I purchased a weider Home gym at sears located at 88 wyoming valley mall rd wilkes barre, PA 18711. When i scanned my merchindise ticket for pick up i was left waiting for approximately 30 minutes. Subsequently i tried to purchase another item and inquired as to why it was taking so long for the merchindise to come out. This is now an hour later i was told that the weights for the weider gym i purchased were sold in error to someone else. I then requested to speak to a manager. A person named Megan Phillips who identified herself as a manager told me that i could take the box without the weights but i would be responsible to pay for the shipping cost of the weights that complete the gym. I stated that i told by the sales person that the item was in stock and that had i known this i would have never bother to purchase the item. She stated that she could not do anything about that and that if i still wanted the gym i would still have to pay for the shipping on the missing weights which would have costed me another 80 dollars. No satisfaction. I have shopped at many Sears locations and have never been treated as though my business meant nothing. | |
| Michael Coomes | 11/10/10 |
| On September 7, 2010, we purchased a range from Sears at Countryside Mall, marked down $50 to a price of $349.93. Our salesperson asked if we wanted delivery and haul off, and we told her that it wasn't necessary because we had driven a pickup truck specifically for the purpose of handling that ourselves. When she explained that we would be issued a gift card rebate for the full amount of delivery and haul off ($69.99 plus $10.00), in effect making it free, we agreed - as she said, "Why not?" She provided us with information on the website to visit and the information we'd need to enter from our receipt, and we did so that very evening. About six weeks later, we inquired about the status of the rebate, which was still listed as "pending." We were told that our purchase didn't qualify because the amount we spent was $50 too low, so we would not be issued the promised rebate of almost $80 in delivery/haul off charges. We spoke to our salesperson, who says that she can't remember the exact conversation but is sure she would not have told us that we would receive a rebate gift card on this purchase because she's worked at Sears too long to make such a mistake. Using the same hypothetical reasoning, we are both sure that we would not have accepted a $50 discount on an item which caused us to incur a $80 delivery/haul off charge for a net loss of $30.00, but it's unnecessary to argue hypotheticals because we both clearly remember the conversation that our salesperson doesn't remember: Again, we drove to Sears in a pickup truck with a hand cart for the express purpose of transporting the range ourselves and no intention of paying anyone for delivery, then accepted this option only because we were told that the full cost would be rebated to us. We are being charged $80 for a service we did not need and would never have agreed to without the promise of a full rebate. We have phoned Sears over a dozen times throughout the past few weeks. Each call, including the call directly to our salesperson, resulted in our number being taken and assurance that a manager (who was each time off for the day, in a meeting, on a conference call, etc) would call us back to resolve the matter. No manager, or anyone else from Sears, has bothered to return a single one of these calls. Michael J Coomes Elizabeth A Broom | |
| Ellen Navarro | 11/11/10 |
| It seems the Corporation Lions have taken over at your office also. You are after 100 years opening on Thanksgiving for PURE GREED. As all of the Executives will be eating their Turkey dinner, the hired help will have to work and delay spending what has always been a family day(True family not this made up work family) selling so that these executives can get their HUGH BONUS. The consumers need to realize the retail world is taking away our family time and our HOLIDAY'S. If we keep allowing and shopping in these stores on Holiday's we can look forward to eliminating CHRISTMAS because it will become like any other work day, just as THANKSGIVING IS NOW ANOTHER WORK DAY FOR SEARS EMPLOYEES. | |
| Marie Bammann | 11/9/10 |
| I waited a week for a technician to come out to fix my dryer. (The switch was broke and the dryer would work, but only if constant pressure was applied to the knob.) The technician installed a new switch and when I went to use it today (a day after he "fixed" it), it is still broken. I called to make another appointment, thinking that I would get preferential treatment, since they screwed up, figuring they could have someone out here today or tomorrow. But NO, the next available appointment is Saturday. I begged them to squeeze me in, but they wouldn't budge. This is the last time I will buy anything from Sears and the last time I use their repair service. | |
| B Singh | 11/9/10 |
| I bought a front load washer in 2004 and I have had nothing but problems ever since I bought that and have had since 2004 8-10 service calls and the technicians and even the master senior techs. cannot tell me what the problem is. What this Kenmore front loader washer is doing tearing clothes and it is costing me more since it is ruining clothes which is tearing them up making holes but everytime the tech. comes and says he cannot find anything wrong. So my next step is to call Kurtis because I cannot get any type of resolution from Sears or the corporate office just giving me the run around. Sears does not live up to their name the BLUE CREW can fix anything WRONG you are so wrong. I am so frustrated and I will be posting this on U tube showing what it has done to the some of the clothes and make sure that as many consumers I can reach should see this so it doesn't happen to them when they buy a front loader washer. I don't know who Sears is still in business which they should be out of business for selling defected applicances!!!!!!!!!!!!!!!!!!!!!!!!!!! | |
| Sherri Gardner | 11/2/10 |
| I had a service call scheduled for my refrigerator and dishwasher. The ice maker in my refrigerator wasn't working. Sounded like the motor was out. The repairman came to fix it and determined that the motor was fine but that ice had built up around it causing the rotator to not spin and not release ice. He used a hairdryer and hot water to thaw the ice. Cost me $85.00. The dishwasher repair man came out to put back in my top rack which had come out because of the clips breaking. He had to order the clips and it will be a week before they come in. Cost me $151.00. Both repairmen were very nice and no complaints with them. My main complaint is with Sears -- when I made the serivce call, I was not told that two repairmen would be coming out and I would be charged two separate service charges. I called to ask about it and was told that it was not Sears policy to disclose to their customers that if two repairmen came out, two service charges would be charged. Had I known that, I wouldn't have used Sears. Going forward.... will never use Sears again for repairs or to buy new appliances. Very poor customer relations not to disclose all costs up front when making a repair call. | |
| Barbara L. Thorn | 11/2/10 |
| On October 11, 2010 I contacted your White Oak Store in Silver Spring, Maryland - #01304 and purchased a hot water heater from them for $1010.97. American Home Services in Sterling, Virginia came to install it on Oxctober 15, 2010 and gave ma a written estimate on their Job Estimate form with their printed name at the top for $465.00. On October 19, 2010 another driver came to install the hot water heater and gave ma another estimate, also on their Job Estimate form with their printed name on the top for $1490.00. Obviously, I refused delivery and promptly cancelled my order with your White Oak store and my Discover card. I have had good dealings with Sears since the 1940's and am very, very disappointed that you are now using such unreliable and dishonest paople to install your equipment. While the installation company is not Sears, it is your reputation that is on the line and this compamny is NOT doing Sears any good. Barbara L. Thorn | |
| D Macon | 11/2/10 |
| I purchased a new furnace on 10/29/10 and on 11/2/10 I woke up to a cold house because the New furnace stopped working. It was about 4:30AM and the outside temperature was around 30 degrees. I called the service number on the front of my New furnace and was told that my local service company was not open until 7am and I had to call back. I then got back in bed and couldn’t get back to sleep because it was so cold and nether could my wife. I finally gave up on sleep around 6:30AM plus I had to get to work by 8AM I then called the Sears service phone number back. I then spoke to another service rep and gave my information for service. The rep then said that I wasn’t in the system and he couldn’t place a service call for me at this time. I told the rep that I have just purchased the furnace four days ago and it comes with a one year warranty. I then told the rep to please send a tech out and we can figure out the rest on the back end. The rep said that there was nothing that he could do. The rep then transferred me to the warranty department. The warranty department was closed so I called the service number back even more frustrated. I then spoke to another service rep and was again told that my information was not found in the system and again transferred to the warranty department. I then got a live person at the warranty center and they found my information in the system. The person that I spoke to in the warranty then asked me for my model number on my unit and put in the correct system so that the service center could put up a service call for my New furnace. I was then transferred back to the service department and the service rep that I spoke to finally found me in the system and said that the next Emergency service spot available was the next day between 1 – 5pm. I said that I can’t wait that long because it’s cold and even colder at night. The rep then said again that tomorrow or the day after was the soonest. I then said a few choice words and said whatever and hung up. I then found the phone number of the company that Sears sent out to install my furnace. It was some guys in a pick up truck and two unmarked cars by the way. The guy that installed my furnace answered the phone and I told him my problem. He then said that he would come out to my house today between 12 – 1pm. As 3:40pm still no service tech. I must also add that Sears took up two hours of my cell phone minutes today also. With this said, DON’T BUY EQUIPMENT SUCH AS FURNANCES, AIR CONDITIONERS ect… from Sears. Stick with a local company that has 24 hour service. If not you could freeze your but off in the winter. I plan to take further action and will keep you all posted. | |
| Teresa Westervelt | 11/2/10 |
| My family and I have shopped at Sears for many years. I grew up thinking that the only tools made were ones with a Craftsman label! I had a rather unfortunate experience with Sears and Sears affiliated stores recently that has made me think twice about ever stepping into a Sears store again! My husband and I received a flyer in the mail advertising an appliance sale at The Great Indoors (sears affiliate.) This sale was stated, in bold, at the top of the ad to be "The great 72 hour sale." It also stated to the right of that; "Friday, Oct. 29 Through Sunday, Oct. 31." We visited both The Great Indoors and Sears on Friday Oct. 29, and much to our dismay we were not able to find the appliances that we were interested in purchasing. When we asked an associate about how to go about ordering them, we were instructed to do so online. After returning home from Church on Sunday, we visited the Sears and Great Indoors websites where we found the appliances (reflecting the sale prices as advertised) and proceeded to place them in a virtual cart for purchase. When we were ready to "check-out," we were shocked to see that the sale was not registering in the total at check out. I tried both websites to see if this was perhaps a computer error, and found that it held true for both store sites. I then called Sears directly and asked what the problem was since I not only had a flyer stating the sale was running this day, but I also had two websites pulled up in front of me showing the items still on sale! I was told by an associate that the sale had already ended and they were working on getting the matter online cleared up. I still did not understand why a flyer was circulated nationwide advertising a sale that was supposed to last from Friday to Sunday, that had already ended at 3pm Sunday! I then asked to speak to a manager about this. Another man by the name of John C. was put on the phone to assist me. He proceeded to tell me that the sale had ended at 4:00am Sunday morning. I did the math, and there is no way that the sale lasted 72 hours if it ended at 4am on Sunday. It would have had to start at 4am on Thursday, and then the ad stating “Friday, Oct. 29 Through Sunday, Oct. 31” was invalid! I wanted to speak to someone higher than a store manager and was told that there was nothing he could do but offer me 20% off of the items that were in question. This was hardly a compensation since the appliance sale was running at 50% off of Kenmore wall ovens, and 30% off of all other appliances. John politely gave me the address for Sears Corporate Headquarters and informed me that I would have to correspond with them via US Postal service. Again I was shocked that in today’s age of technology and speed, I could not communicate any faster than a hand written letter. I am online now searching for e-mail addresses, names, any information on who to contact about this issue. I have never heard of a store, especially one with such a name to uphold, not honoring the advertised sale price. This is not a small error, it is nationwide! To add to that, the first associate that I spoke with that day told me that he had had the same problem earlier with a man trying to purchase appliances that were supposedly on sale that were not ringing up correctly! This is a case of mis-advertisement, misleading advertising, and plain old POOR CUSTOMER SERVICE! What happened to the customer is always right? Well, if the customer is not right when they have misprinted ads and faulty websites, then who is? Sears? If this matter is not cleared up, I guarantee that I will never shop in a Sears store again, along with a long list of family members who swore by sears. The Sears name used to be golden, now it is blemished. I hope that I can finally reach someone who is able to help in this matter. | |
| John & Judy in Vermont | 11/4/10 |
| Fistly we are have been loyal customer of Sears and a while ago upgraded all of our appliances (a significant purchase) all of our business went to Sears. Likewise we purchased the protection plan. We recently has a failure on our dishwasher and cooktop stove. Initally we felt the repairs were basic in nature. The spring on the dishwaser door was defective and the electronic striker on the cooktop failed. When the service tech showed up (Monday a.m ) he was not in a very pleasant mood and everthing appeard to be a hurdle for him. Mumbling and cussing to himself, he was not very professional. Luckily, he fixed the dishwasher without a lot of serious intervention. The cooktop turned into a saga. Once he inspected the cooktop he diagnosed the problem as water in our propane gas supply which rusted and corroded the cooktop. And guess what, rust and corrosion is not covered under our protection plan. He collected >$1,000 charged against our credit cards for a host of part that needed to be replaced. When I learned of this injustice, I inspected the cooktop myself and determine the corrosion he observed was basic overflows of things like tomato sauce (high acidity)which could have contributed to his finding of corrosion. We called our propane provider and they advised the water in the propane is unlikely as the purpsoefully add an agent to eliminate any possiblity. With all this information, I have spent no less than 3 hours on the phone with the Sears Elite customer advocacy group. Nice people but not accountable. We scheduled a 2nd. opinion and the tech never showed up. We spoke to the customer advocacy again and massive apologies and they rescheduled with a Sr. Tech the following day. Sure enough the time passes and no show. We called and they advised they spoke to the orignal Tech and he advised the problem had been solved , parts were on order and charged to the customer's SEARS credit card. Needless to say I went wild. I was promised (commitment ) to recieve a call back from the Service Manager before the end of business , guess what no call. I spoke to the cusomter advocacy group again and they were extremely apoligetic but had no real answers. The sent an email to the Service Manager and they advised he will contact us . Bottom line as previous loyal customers to SEARS, we have lost all confidence and have chosen to boycott SEARS and immediatley cancel our line of credit with them. This is unfortunate as we know they employee a number of good people in thier retail outlets and our intention is not to cause them harm. However we belive the company should be held accountable | |
| donna oiland | 11/4/10 |
| It is hard for me to give Seats one star. There should be a rating below poor. I bought a dishwasher in January 2010. It stopped working in August. I called for repair. They told me to find my fuse box and flip the switch. I couldn't understand what this would do since there is a blinking light on the front of the dishwasher, still blinking. I called back. I am a widow, work three jobs, am mobility challenged and am raising a 13 year old grandson. To set up the appointment for repair I had to take time off a job. Apt. set for 9/18. 9/17 they call and say there is no technician available. I ask for an extention on my warranty. Set an appointment for 10/2. The repairman comes and in 5 minutes tells me I need a new part. Says the part will be delivered to me in 5 days. A week later no part. I have started keeping track of how long I am on hold. By this time it has been a total of about 90 minutes. I call, put on hold, told the part won't be available until 10/30. The week of 10/25 I have called and left a message that someone will be able to tell me if the part is available around December 15. I call and am told they will replace the dishwasher. I go to the store, pick out a new dishwasher, NOT Kenmore. call back give the person the model number. It costs more the the original dishwasher so they want my account number to charge the difference. I don't have the account number. I don't want a card and when I have purchased anything the sales people call and get the number. I had purchased a maintance agreement so I call and cancell that, put the amount on my account. They do that. They have access to the account number. I call back. On hold everytime. Now it has been hours. They SEars person cannot access my Sears account number. They are concern about identiy theft. I don't want the number. The only way I can finish this transaction is to go to the store and ask them to get the account number. I do that. Call back and am told I need the expiration date!!!!! I call back and am told the person who originally started this process did it wrong. Now I have been on hold off and on, hung up on, cut off. fast forward to this week. I talked with someone on Monday November 1. That woman said I would have to wait until November 2 because it had to be 31 days after I was told they couldn't get the part. When I explained about the December 15 information she looked it up and said that someone would call me from Repair and Replacement. Right. No one called. I called this morning, another 20 minutes on hold. I was told they would have to start all over, open a new case. I am finished. I am going to the the consumer advocate on the local TV station.+ | |
| Liz Killian | 11/4/10 |
| I am a business owner.You, Sears, will soon not be. | |
| Laura | 11/5/10 |
| My family has been customers of Sears for many years. We brought our 2 vehicles to Sears Automotive in Poughkeepsie NY for an oil change; The vehicles were picked up, ran a few errands, stopped off at a nearby quiet place to study, and just prior to the arrival of our house, one block away, the oil light and engine light came on one of the vehicles. The next day, the assistant manager and his tech came down to the house, they originally wanted us to drop it off to them, but my husband said “No”. After examining the vehicle, the tech said the oil pump went and the motor was not getting any oil. After discussing if they should tow the vehicle or not, they both made the decision to drive the vehicle to Sears. The assistant manager called me to explain that in fact it was the oil pump, he continued to say, they do not deal with things like this because they do not have experience in mechanical work. He did offer to then change the exterior oil pump, however given the circumstances, “A Lack of experience”, I said “No, I would like to find a mechanic”. I made a few calls and most dealers and mechanics said I probably have engine damage due to them driving it without oil getting to the motor. I was sick. Sears towed the car to a garage for me, and as it stands, I now have engine damage and my car is out of commission until a new motor can be installed. I called Sears insurance company to report a claim as told by the assistant manager, and they made an offer that would not even come close to one of the three estimates. I later called Corporate and one lady tried very hard to ask their insurance company to renegotiate and pay for the engine. They denied her plea. Imaging that…a denial to cooperate. After one month of waiting, we decided it was not getting us anywhere, so we went to small claims, and met with a mediator. Sears offered 700.00 more than what they offe | |
| A. Mowry | 11/3/10 |
| Dishwasher, purchased 10/7/10 installed 10/13/10. Turned it on for the FIRST TIME, nothing. Lights are on but nothing. Called service, came out, unit needs new system board and latching unit but recommends I get a new unit because the wiring may be bad within the unit itself. Called immediately to order it, waiting for routing to call with delivery date/time. Nothing. Called 2 days later, there is no order placed for me for a new dishwasher. They proceeded to placing the order, 1hr 45 mins later on the phone mostly on hold, the order was placed,and a case # was drafted for the execs. Told to call store to get delivery date scheduled. I did and again, there is no record of this order being placed and oh by the way, the store doesn't schedule delivery dates. The salesperson made out the order and said routing will call. They called but not on a date I can be home. He said sorry and can't work around my schedule and he has other customers and not just me and hung up. called to tell them that I am finished, remove the unit and give me a refund. Said they will refund the unit but not the $150 paid for install. So for a brand new NEVER BEEN USED dishwasher, I am either out $150 FROM SEARS or I wait and wait and wait and wait. Did I mention I had to wait? NEVER NEVER AGAIN WILL I BUY ANOTHER PRODUCT FROM SEARS. THEY HAVE ALOT TO LEARN ABOUT CUSTOMER SERVICE AND QUALITY CONTROL. | |
| Shelina Jones | 11/3/10 |
| I've been on here reading all of these complaints with sears employees but let me tell you how they are being treated. They are forced to sign their names to changes in the corporation every week. They are constantly being treated like less then humans and their jobs are always being threated. They are forced to ask customers 10million questions and will be writtened up if they don't. THEY ARE EVIL!!!!!!!!!!!!!! | |
| Hortensia Perez | 10/30/10 |
| My 79 year old mother had a problem with her power window this Saturday. She called sears on Westshore Blvd. in Tampa where she has taken her car for service for many years. They told her to bring it in and they would check it out. An hour later I got a call from the service manager Jessica Gaines saying they couln't take a look at her window until she replace her tires. After a fruitless conversation with her, I asked for her supervisor Al Rutledge. After getting disconnected and calling back, he refused to honor their promise to work on her window until he sold her 4 tires. I was there a week ago to get a new battery for the same car and theys said nothing about the condition of the tires, though I was there for over 4 hours. This is an obvious attempt at trying to hold her hostage for a bigger sale and unless something is done to correct this situation, you will lose a long-time customer. | |
| Hortensia Perez | 10/30/10 |
| There is nothing advertised on the Sears website nor is there anything posted in the Sears automotive center at Westshore Plaza in Tampa stating that customers expecting repairs must agree to have tires replaced at the opinion of the service manager before performing other services totally unrelated to vehicle condition. Furthermore, the automotive repair staff failed to communicate such policy, whether official or a matter of customer discriminatory profiling, over the telephone with me when I called to inquire about service for my car window on 10-30-2010. If this is the policy of Sears as a corporation, I further hold the Sears automotive staff and management at the Westshore Plaza location as negligent in informing my son a week ago when he was there to replace the battery on the same vehicle, of supposed need to have the tires replaced. It should also be noted that the tires on this vehicle still have sufficient tread and are not bald nor are they showing signs bald spots or exposure of belts. | |
| El | 10/28/10 |
| I've done business with Sears for over twenty years. My home is filled with Sears appliances. My overpriced Kenmore Dishwasher needed repair and was under contract. When the repair man came he stated that the service many not be covered if it was determined that the cause of "injury to the unit" was a result of "appliance abuse".. At first I thought he was joking and then he wrote down on the paperwork "suspected appliance abuse"...??? A glass had broken in the unit and his comment to me..."You are not suppose to put broken glass in the machine"... Even the machine displayed a higher level of intelligence than the Sears rep. When I told him I would not sign the repair order because of his note he stated that the next time I called the service would not be covered even with my overpriced maintenance agreement. I called the "customer service ?" department and was left with "oh he shouldn't have done that but there is nothing we can do." Leaving me to understand what I should do is Never shop at Sears. | |
| Kim Smith | 10/28/10 |
| I had my debit card stolen on the 24th, and it was used to make a purchase online at kmart.com.On that same day, i caught the purchase and called the online solutions team to help me resolve the situation.They did not.They said that they had placed a stop shipment status on it, which I later found out wasn't possable since a ups tracking number had not been assigned to it.I called again on the 25th and was told again that the order had been cancelled and that my money would be returned to my account in 3-5 buisness days.So I called agiain on the 27th to verify that what I had been told had been done.Not to my surprise nothing had been done!!!The young lady i spoke with this day told me that a ups tracking 3 had jsut been assigned to the order and she waould place a stop shipment and as soon as the merchandise was returned to the warehouse by ups my account would be refunded.I called back today to make sure the stop shipment went through and find out a time frame on getting my money back, they had the nerve to tell me it would be 1-2 weeks!!!!!!!Thats upsurd.So now lets hope the blue collar people can help.Disgusted!!!!I can't belive this how you treat someone who tells you they didn't athurise the purchase and it's fraud..So much for customer service!!!!!!!!!!!! | |
| Bernardino ( dino ) Sandoval | 10/28/10 |
| I need for the general mgr. of Sears Mall del Norte to call me at her earliest convenience. I need help in returning a Kenmore washing washer , we purchased on July 7th,2010 , to this date it does not dry the clothes well. They called Sears on 10/4 and your tech. went until 10/10. The two persons in this household are disbaled one of them legally blind. I am trying to see if this washer can be returned for cash or for a new one. These two persons paid cash for this washer at great sacrifice and they should be given some consideration. I have tried to call Ms. Maria V. and they just never can be able to reach her. I will send this msg to your corporate offices and maybe they will respond to my message. Thanks and God Bless. Respectfully Bernardino ( Dino ) Sandoval Sr. | |
| Sherry Hall | 10/27/10 |
| I am trying to get someone to help me with a water damage problem:: I purchased a dishwasher in August 2010 the person that came to install the dishwasher was a contractor from Sears not and employee. Water has now ran all under the cabinet and floor. I call a plumber and he could not fix. I just wish someone at Sears would help me fix my kitchen. I have a $700. dishwasher that I can not use and all the numbers I have been given want help, they want me to turn this over to my homeowners insurance. I should not have to pay for all this damage. | |
| Patricia Lord | 10/26/10 |
| I purchased a washer less than a year ago. The washer will not run at all. I had a service appointment scheduled for last week but the Sears Service Truck broke down. Not true, I live in a rural area and saw the guys riding around having a good time, laughing and who knows what. This week they were to come again and I now received the call telling me there is no service technician available. What a wonderful way to run a business. I am on hold with headquarters as we speak, can't wait for the results. I think we all need to boycott Sears. When making the initial call for service I was connected with an individual from India. What about Americans, don't we and aren't we desperately needing jobs? I am on a long list of others with valid complaints, make this an eye opener before purchasing from Sears, it is for me! | |
| Josephine Villagomez | 10/25/10 |
| I am so disappointed in Sears for their lack of interest in people. I called on 10/15/10 for an emergency with my Kenmore gas water heater only to find out that Sears does not have emergency service on the weekend. I stated that I have 2 small children in the house and desperately need hot water. I was told that the earliest anyone could come to see, and only see what the problem is was on 10/19/10, that means 4 days without hot water. 2 technicians came to the house, one on 10/18/10 (someone must have canceled their appointment), and could not fix it. Someone else came on 10/20/10 and could not fix it, had to order a part. Another person came on 10/25/10 to install part, and still not fixed. So far 10 days without a proper working water heater. I will no longer recommend Sears to my family, friends or co-workers. Their service is worse than poor!!! I wonder what a corporate member of Sears would do in my shoes. I will now direct my family members, friends and so on to purchase elsewhere. | |
| Fernando | 10/22/10 |
| Wow, I can say that customer sat. Has really gone down the crapper with this company. After Puchasing a Sierra Patio set in the beginning of the summer I just realized in OCT, that the paint is chipping off of all the tables. I have gotten replacement parts from the manuf. However, they will nto warrenty the new parts for a year. They tell me to COVER MY PATIO SET IN THE SUMMER. SINCE WHEN IN THE WORLD DOES SOMEBODY COVER THERE PATIO SET UNLESS THEY ARE GOING FOR A LONG TRIP OVER SEAS OR SOMETHING. All done with Sears. was a pleasure doing business with you know i will take my business somewhere else.. NOT SEARS OR KMART.... | |
| Suzanne | 10/22/10 |
| To Whom It May Concern, I carry a memory of my parents telling me as a child to purchase items from Sears because as my dad said, “They always stand behind their products.” Sometimes he declared, “There is no better place to purchase tools than Sears!” So … when my husband I decided to remodel our duplex kitchen, it seemed an obvious choice to purchase the four needed appliances from Spokane Valley Sears. Our rental is thirty-seven years old and it’s amazing to write that we made a choice to replace the original Whirlpool harvest gold appliances … not because they weren’t working … but because they were dated. Our tenant relocated to Good Samaritan Assisted Living after living in the residence for twenty-four years so set a goal of renovating the residence. Sears was running an August sale, so we were thrilled to purchase a dishwasher, refrigerator, microwave and oven at a reasonable price. I don’t think my husband nor I realized how expensive the installation of four appliances would be, nevertheless, we felt comfortable and pleased dealing with Sears. Now recalling our shopping experience from the Spokane Valley Sears store, I will intentionally NEVER shop at any Sears again. When the appliances were delivered to 724 North McCabe, the corner of the oven door had a very small blemish/flaw. I was …. and …. continue to be dissatisfied with the piece of Sear’s merchandise. After the delivery, my husband and I visited with Matt Smith (I know the salesman name was Matt. I think his last name is Smith.) and requested another oven door or a replacement piece to the door. Based on his understanding of the issue, he initially agreed there should be a replacement and made arrangements for a technician to visit our duplex. After the technician didn’t show the first time, my husband and I brought t | |
| Judy Birchenough | 10/22/10 |
| We have always been a loyal customer to Sears, buying everything from refrigerators, stoves, diswashers, washers, dryers, sewing machines, etc. But, they definately have changed, from management right down to the repair guys. So far in the past couple of months I have spent $120.00 and put about 250 miles on my car trying to get them to fix my sewing machine. Now grant you, it is a computerized sewing/embroidery machine, so maybe they don't know what they are doing, but get someone who does. It was an expensive machine, and I loved it as long as it was working. First I took it to a local Sears (where we had purchased a lot of high dollar items), they said they fixed it, charged $58.00, got home and the machine still didn't work. Next, I took it to Springfield, MO., they sent it off to Kansas City, took 2 weeks to get it back, it still doesn't work right, and this only cost me $63.00. Our new refrigerator quit 1 1/2 years after buying it. They definately are getting good at ripping people off. | |
| Danielle | 10/21/10 |
| Sears pretty much sucks...they need to bring back Roebuck...just horrible horrible customer service and at least get people that speak ENGLISH..all the peole just get a pay check and dont care...good customer service is LONG GONE | |
| Steven D. | 10/18/10 |
| motor, still not working. Now it has been a month phone call after phone call, NO CUSTOMER SERVICE AT ALL... Live chat with customer service STILL NO HELP... bought a plan that states if the technician can not fix washer a $500 credit will be applied to purchase a new washer at Sears. I ask when the washer is considered not repairable, answer: well I can’t answer that because they will not tell me an answer, why because that part of the plan IS A LIE. Please save yourself the money and head ach GO TO A LOCAL AND SMALLER REPAIR SHOP. | |
| Kenneth Green | 10/19/10 |
| I purchased a 2006 Craftsmen riding mower and it currently needed servicing doue to poor performance. I went to the local Sears in Flint, Mi. where I gave the clerk my model number. She gave me a fuel filter that was incorrect causing the mower not to start. When I contacted Sears service that advised me that it was a fuel pump problem. The tech came out and said he couldn't get a fuel filter for at least five days. I said that that was wrong to waste someone's time along with charging a $100.00 service charge. The tech said he would try something else and discocvered the fuel filter was the wrong one. He installed the proper filter and it started immediately. My complaint is that it was Sears fault for giving me the wrong filter, therefore I shouldn't have to pay $147.11 that should have only been $10.00. I spoke to a consumer advocate at Sears and asked for a settlement of half and was denied. This is poor business practicing and buyers should be aware! | |
| Sandra | 10/19/10 |
| After being a Sears customer for over 25 years, I will never purchase another appliance from Sears. I purchased a dishwasher just a mere four months ago, which now doesn't work. Two different servicemen were sent out to inspect and order a new part; the first ordered the wrong part and the second confirmed that he (the first) ordered the wrong part. Currently, Sears has spent more on service repairmen than I have spent on the dishwasher and it still doesn't work. I went to the store and asked for a replacement and was told it's a process to get another dishwasher. Well, the process is let's send out another repairman, number three and if/when the fourth repairman confirms he can't fix the appliance, then and only then will we replace the appliance. Well, let's see the original price of the dishwasher, $475.00; four repairman at $386.00 each visit, $1,544.00; the rationale behind Sear's policies, PRICELESS! | |
| Anna Harris | 10/19/10 |
| I appreciate the fact that Sears is among a very few stores that still have a layaway plan, thank you. I have been waiting for a deposit and payment that I made to your Dayton (Salem store) since June. I was 2 days late picking up my purchase and was told that the item had been returned to stock. I was also told that I would receive a check from the Corporate office in I believe 10-14 days. I am still waiting. I suggest that you give a grace period for us senior citizens so we can get in and pick-up our Sunday hat's. | |
| Heidi | 10/19/10 |
| Why the hell are they running Christmas commercials on October 19th?!!!!! This is disgusting! Have some dignity, it's mid October!!!! You are the ONLY merchant who already started running Christmas commercials! Guess what, I will no longer shop at your store due to your trying to exploit Christmas, nor will many people that I have spoken with regarding your nauseating commercials that you have the nerve to start advertising in mid October. Have some integrity and class!!!!! | |
| JANE LENZ | 10/18/10 |
| LISTEN UP EVERYONE, THERE IS NOOOOOO SEARS AS WE HAVE ALWAYS KNOWN IT. I PURCHASED A LAWN BLOWER AT SEARS THAT DIDN'T WORK AND I TOOK IT BACK TO THE STORE TO GET A REPLACEMENT FOR IT. THEY TOLD ME THAT THEIR POLICIES HAD CHANGED AND THEY COULDN'T GIVE ME EITHER A REPLACEMENT OR MY MONEY BACK. AFTER AN HOUR AND 45 MINUTES THEY DID IN FACT GIVE ME MY MONEY BACK ON A GIFT CARD LESS 15% FOR A RE-STOCKING FEE. I FAIL TO SEE HOW THEY CAN RE-STOCK THE ITEM IF IT DOESN'T WORK. I CALLED THE CORPORATE OFFICE TO FILE A COMPLAINT AND SPOKE TO DOROTHY, SHE WAS RUDE, THEN ASK TO TALK TO HER SUPERVISOR AND SHE GAVE ME TO KIERA,MGR. ON DUTY CUSTOMER SERVICE DEPT. , SHE WAS ALSO RUDE AND TOLD ME THAT THEIR POLICIES AT SEARS HAS CHANGED AND THAT THE PUBLIC HAS BEEN RIPPING SEARS OFF FOR YEARS BY RETURNING THINGS AND THAT IS ALL OVER. I TOLD HER THAT FOR OVER 60YRS. I HAVE SHOPPED AT SEARS AND WAS VERY HAPPY WITH THEM BECAUSE SEARS HAS ALWAYS STOOD BEHIND THEIR PRODUCTS THAT IS WHY I HAVE A SEARS WASHER, DRYER, REFRIGERATOR, DISHWASHER,FREEZER,FURNITURE,CLOTHES, ETC. WELL NOOO MORE I WILL NOT SHOP AT SEARS OR K-MART. THEY CAN CHANGE THEIR POLICIES ALL THEY WANT AND WHEN THEY GO BROKE I WILL BE THE FIRST TO THROW THEM A GOING AWAY PARTY AND BELIEVE ME HERE IN LAS VEGAS WE KNOW HOW TO THROW A PARTY. BY BY SEARS GOOD RIDDANCE TO A NEW SEARS I WILL SHOP SOMEWHERE ELSE. MAYBE WALMART OR HOME DEPOT. TOO BAD THAT THIS HAS HAPPENED, GUESS YOU CAN'T TRUST ANYBODY ANY MORE SEARS WAS THE LAST ONE THAT I EXPECTED TO BECOME LIARS AND CHEATS. | |
| Patricia Green | 10/16/10 |
| It is unfortunate that 1 star is the lowest rating allowed. I like thousands of others am extremely disappointed and dissatisfied with the extremely poor service at Sears. In good faith, I purchased a side by side refridgerator for more than $1000, which was never delivered. In addition to not delivering my refridgerator, Sears is attempting to cheat me out of the stimulus money that was applied toward my purchase. I have forwarded my complaint to the Attorney General's Office. My true rating is -1, and that's a gift!! | |
| Elizabeth Donahie | 10/14/10 |
| I Ordered a 42" flat screen TV from sears and was given a delivery date. An automated call did not come the night before like it said but an actual person called the next day and told me it would be between 3-5. (I carried on a conversation with her-she was a real person). On the day of the delivery I had cancelled an appointment and rescheduled for the next day. Of coarse no one came. For some stupid reason I thought they would come the next day and rescheduled my appointment again. Obviously NOT....I called delivery department and was told the delivery had to be made with a small truck which only runs on Tues and Fridays and I would have to reschedule. No one was going to call me!! I ask for Friday delivery and was told it was full. I ask for a supervisor and was put on "hold" for 30 minutes and they hung up on me. I checked my phone to make sure and they actually DID HANG UP ON ME! I called again later and held for the supervisor for 28 minutes before I hung up. Finally I had to call back and schedule my delivery or they would never call me and a delivery person would have a new TV that I am paying for. I REALLY DON'T THINK SEARS CARES!! | |
| Richard DiRocco | 10/15/10 |
| 5 years ago I bought a new washer/dryer from Sears and within less than 2 yrs it's started pitting on the bottom and around the door and then pieces of the washer would fall off and now the wire ring around the door has sprung and the door is now sprung. I have used Sears washers/dryers for about 40 yrs now and never had a problem with any of them until now. I took pictures of how is was rusting and took it to the Savannah, Ga store where we had purchased them and he said b/c I didn't have the extended warranty he couldn't do anything. I questioned as to why I would buy an extended warranty on a new set? Several times I have asked them to do something for me since I am such a good customer but nothing. Now I need to get another washer and it's only been 5 years and I'm looking at the LG models. My questions to you is that I feel I should receive a credit of at least $250.00 for this malfunctioning washer and the dryer is falling apart too...it's never been misused I take very good care of all my products but this particular set was either poorly manufactured or is just bad quality to have it fail in such a short time. I would like to hear from you on this matter..thank you. | |
| Lorenzo Brown | 10/13/10 |
| ref#1440274 On June 13, 2010 I went to the local Sear store to purchase the (6) Toy Story Pilot Cases. In the beginning the online price was $5.99, the in store price was $20.00. The store would NOT let me have the items at the $5.99 sale price. So I went home. The next day I called Customer Service number and talked with a Representative and told her the problem and she stated that the sale price of $5.99 should have been honored. So I go back up to Sear and got that taken care of only to find out the hard been marked down the 5.99 sale price and already been sold. I got a Rain check for the item. I got a call from the Local Sears Manager back when this happened and she was NO help. Instead of her asking me what can she do to Satisfy me or make the situation better she said they were out and would not be getting anyone in stock and that was the end of that conversation point blank. I need to know what can be done about getting this merchandise. Is Sear not honoring its Rain check. I don't need anyone calling me about what can't be done. I want to here what you CAN do. I'd hate to start shopping else and letting others now about my experience with Sears. | |
| Susan Warren | 10/14/10 |
| I am writing about our Armed Services My Daughter and son-in-law live in South Korea along with my 2 grandchildren. They need stuff that they cannot buy over there for example clothes for winter for the children. I tried to order snow suits and have them shipped to the Air Force Base in Osan South Korea and the rep for your company arranged it so that could be done but they wanted to charge me $17.00 more than the listed price on line and $80.00 to ship it. This is outragous the people are over there to protect our rights and freedom. I ordered the product anyway and had it sent to my home and I will ship it myself. But we need to support our troops and not take advantage of the conditions. I think you should look at how you deal with our troops out of country and make sure your reps have correct pricing. Thanks for you time | |
| Tom Maurer | 10/12/10 |
| We purchased a Sears Repair Protection Agreement for our Calypso Washing Machine. Our washing machine broke down and we called in our service request on September 21, 2010. We have been with out the washing machine now for three weeks - today is October 12th. We have been told that the parts are on back order and they will be shipped to the Sears distribution center from their supplier on or about October 29th. We have also been told that in the three weeks they have known about the parts needed for repair, they have not yet located all of the parts yet. This leads us to conclude that it may be after the October 29th date that the parts will ship. Three weeks is a long time to be without a washing machine - waiting six weeks for parts to ship is not reasonable. We believe Sears is in default of our service agreement. The Repair Protection Agreement does not address the amount of time we should reasonably wait for the repair to be made. We have been on several recorded calls and their own staff agree that waiting three weeks is testing the limits of "reasonable". We think that two weeks is stretching that definition. Sears is telling us it will be six weeks before the currently located parts are shipped. We would have to schedule repairs (if they happen to find the missing part(s) and they can be shipped in the same timeframe) after they arrive in early November. This is not a reasonable time frame to wait for repairs. We know it and Sears staff have confirmed it, but nobody is authorized to do anything about it. Tonight we spoke to a polite young lady in the parts department, then her supervisor that identified himself as Charles 0102137880, then Oriana 250564. Oriana filed a case #3327998 and told us to wait 24-48 hours for a real manager to call us. The cost of the repairs is estimated to exceed $1250. There are NO top load washing machines that Sears offers that cost this much. We can not find anyone at Sears that is authorized to make a good financial decision for Sears and simply replace the washer and put us both out of our misery. | |
| Lisa Rivera | 10/12/10 |
| I have been a long time Sears card holder. I have recently lost my father and paying the bill completley slipped my mind after the funeral I immediately went into the store to pay my bill explained the situation (I HAVE NEVER BEEN LATE BEFOR)I was told not to worry. The folling month I recieved my bill with a 39 dollar late fee which I couldn't believe. I called Sears again explained the situation and the loss of my Father and was told I would still have to pay it but it would be credited back to the account so I then went into the store yet again to pay the 128.00 dollar bill including late fee only to recieve another late fee as this point I was enraged and called Sears againg and asked them why was I being charged another late fee of 25.00 only to be told that I should have payed 128.20 can you imagine my anger at this point I told them it was rediculous to be charged 25.00 for TWENTY CENTS ARE YOU KIDDING ME (SEARS). I was then told to disregard the 25.00 and only pay 93.00 which will be submitted this month. It is appalling that this is allowed and shame on you SEARS for not even in a compassionate moment would you allow the fee to be waived in this unforseen situation (the loss of my father). SHAME ON YOU SEARS!!!! | |
| Michael Snow | 10/12/10 |
| If you had a 0 or -5 Star I would have selected. Dear Sir or Madam or Whomever is In Charge of Repairs; I requested service repair on a refrigerator. I requested to be placed on the 1st available dockett at 8:00am. They obliged me with that request and set a date. Today, Oct 12 I have sat waiting from 8:00am until 1:00pm with no service repair, no phone call, no fol ow up. I finally called a Sears service representative and their answer was "We did not have a service tech in your area, so we will need to reschedule for Friday of next week." After several other calls every Sears representative wants to make a new appointment without telling me why noone has shown up or called. SO heres to you Sears for your great customer service and thinking of me as your valued customer! JUST HANG ON and let's see how many products I buy from Sear's again!!! Right,,, and the check is in the mail!!!!! | |
| Ann Marie Barnes | 10/12/10 |
| I had a scheduled appointment for repair on my washing machine on Monday, October 4, 2010. I was required to pay $237 and change for this appointment upon the repair techs arrival. The fee would cover the visit plus any parts that would be needed, plus a one year warranty. The tech informed us that the barrel of my washer (just over two years old) would need to be replaced and that he would have to order the part. The next appointment was scheduled for Thursday, October 7th. The part was delivered on Tuesday, October 5th. Well, Thursday came and went and no technician ever showed up to do the repair. My husband called Sears and was told (after the fact) that the technician "CALLED OUT SICK" and that the service would have to be rescheduled. The customer service representative he spoke to was extremely rude; refusing to transfer his call to a supervisor. After being told that there was "nothing she could do" she said to him "well, you can ask for a supervisor all you want, I'm not going to transfer you"!!!! She then placed him on hold and suprisingly, he was disconnected. I then called and spoke to at least 4 "customer service reps" who all told me the same story: "we're sorry for your inconvenience but there is nothing we can do". I was told that the only thing that they could do would be to reschedule the appointment (which would mean taking off of work yet another day). When I told the woman to forget it and cancel my service and refund my money I was informed that I would not get a refund until Sears got their parts back. THAT WOULD REQUIRE ME TO TAKE OFF FROM WORK AGAIN FOR A TECH TO COME PICK UP THE PART. When I informed her that I would not be able to take off again, the service rep told me to "put the part out front and when the tech picked it up I would be refunded my money - - - MINUS $125 FOR A TECHNICIAN COMING OUT ON OCTOBER 4TH!!!! Obviously, at this point, my back was against the wall. I live in Philadelphia and therefore, if I put the part outside, it would certainly be gone before the tech arrived to pick it up....and to make matters worse, I wouldn't get my entire refund anyway. Therefore, I rescheduled the repair for Monday, October 11th. After taking off of work AGAIN, no technician showed up. I was told once again that "the tech called off sick". YOU HAVE GOT TO BE KIDDING ME?!?!?!? My repair appointment was rescheduled once again for the following day: Tuesday, October 12th from 8am to 12pm. It is now 2:00pm and yet again....."THE SERVICE TECH CALLED IN SICK"!!!!! To be continued..... I can say this: I WILL NEVER PURCHASE REPAIR SERVICE FROM SEARS AGAIN....AND I WILL DO EVERYTHING IN MY POWER TO SPREAD THE WORD ABOUT THE DESPICABLE SERVICE THAT WE HAVE RECEIVED.....THIS IS AN ABSOLUTE DISGRACE!! I only wish that I had seen this website and read all of the other posts BEFORE I paid for this service contract.... | |
| Anonymous | 10/11/10 |
| I work at sears and I am just a cashier but they work us to death and make us do 5 different jobs. People come in which are understandably angry like yourselves but there is nothing we can do. Dont yell at the cashiers because we have 0 power to do much of anything. That being said yes sears has very iffiy advertising prices and normally what the situation is is that they put the sale price big and the item its for very small so they are not technically lieing but they do mislead. Even if you are correct and the item is priced wrong if the reduction is too large we need a manager to approve it so we are not "stealing" from the company. Honestly though if your willing to be level headed and try to be reasonable unlike many angry customers that come in I am willing to try and do my best to help with problems but a lot of times people are yelling at me like its my fault some how and at that point I am just going to call the manager and if they blow you off I dont care because you were freaking out on me. The way sears operates is painfully outdated and they are penny pinchers to the point they wont even provide us with pens which we must have to work. We have to bring our own and all the equipment is outdated and broken. Sears does need a major revamp but as long as they are making money they will never change. Even the sears web site and lands end stuff just dont even work with the store. If your trying to return something you bought online to a store DONT because really it aint gonna happen. You would have an easier time putting a square peg in a round hole and seriously your just going to hold up the entire line while we fight with the system to get it to work. Sears.com and sears the store are in no way connected to eachother as far as I can tell so your really just wasting time. Furthermore as a cashier if we dont push the sears credit card we will get fired and we have quotas to meet. We are supposed to get 1 person to sign up for a credit card for every $300 in sales. So please stop giving us such a hard time. We dont care if you had some terrible experience and we dont want to hear about it. Its our job to do this and we get fired if we dont so stop giving us a hard time. Anyway to wrap this up no one should ever for any reason other then pure insanity shop at sears for any reason. If you are insane or a masochist then by all means knock yourself out and thank you for shopping at sears. | |
| Rita Borkman | 10/11/10 |
| It's 5:50PM I'm still waiting for a repair person. I was scheduled between 1 and 5PM. Never received a call updating when the service person would arrive. After three contacts with your service center, received a call from the service person saying he would arrive in 1/2hr., since he just got notified that I needed repair. I made this appointment 10 days ago. Maybe your service center should be located in the US so someone can be in contact with the service people at all times. No more Sears stuff for me. | |
| Don Diehl | 10/8/10 |
| I ordered a stove from you on 9/20 and it was to be delivered 9/30 On 9/29 I recieved a call from your delivery dervice telling me that my stove would be delivered between 3:30 and 5:30 on the 30th. We waited and at 6:30 we called to see where our stove was. They told us that the phone number we gave them had no delivery. Another person got on the line and told us that we would not be able to get that stove until 9/24 3 WEEKS LATER!!!!! Long story short I will never buy from sears again. We went to a small appliance store and purchased the stove at a betteer price with NO DELIVERY FEE AND NO PICK UP FEE!!!!! BY the way my sister in law bought the same stove ,the same day from Sears and she did not get her stove as promised either Hers fell off the truck so they say SEARS NEVER AGAIN | |
| Perry Hill | 10/7/10 |
| You get a minus 5 from me you idiots. Your searsuotlet is so screwed up it double charged me for two hundred dollars , Even worse is your customer service has identified the error and you still haven’t removed the charges from my credit card for three months now. The sears outlet online service is out of service or unable to connect me to my local stores in MI. Untold dollars are loss ever day you allow these idiots that are running that site to stay employed. I spent several thousand dollars at sears this year alone. No wonder you almost went out of business recently . Your just prolonging the inevitable. | |
| Miri chorev | 10/6/10 |
| We were trying to get our Ac fixed since July (its october now). We were waiting for parts and now, at last we had scheduled service for today. 10/6/2010 between 1-5PM. I made sure to be home at the time and by 3:30 i got a call tht the techniciam will not comr dur to thr rsin. the repair needed was all in door. it rained all day, so why did they have to wait for the last minute to cancel?. On 10/2 i had service for my dryer scheduled between 1-5, the tech showed up after 6. The techsare usually ice and trying to be helpful, but something in this company does not work. I will not recommend it to anyone. | |
| Penny Cavanagh | 10/5/10 |
| I Called the service department to have my carpet cleaned. I have a gift card I wanted to use for part of it. I was told I can't use it. It does say on the web site for gift cards, Store, on line or by phone. No one seemed to know why I couldn't use it. I talked to a lady from corporate. This lady said she would look into it and call me back. She never did. I called the gift card department and was told absolutely you can use it. Then I called customer service and was told I could not. You should have a list of what you can't use it for when a gift card is purchased. After all it is money. I think this is really bad service. Sears seems to be going down hill. It will be the last place I go from now on. | |
| Laura Shannon | 10/5/10 |
| Is there a rating less than #1? I called because I ordered a mattress/boxsprings set on September 8. 2010. It was to arrive in San Diego on September 15, 2010 and they were to call me to come and pick it up. When I did not receive a call, I went to the distribution center, talked to the worker there who confirmed that the mattress and box springs were there and were ready for pick-up. My dellivery person went to pick them up and the box springs were missing. When I called the distribution center, I was told they had to re-order my mattress and box springs (so they would match). I received a call today stating that the order will be SHIPPED on October 9, 2010 . I need to buy a bed NOW!! Sears will charge me a 15% cancellation fee if I cancel my order. Corporate throws it back to distribution,;distribution throws it back to the store; and no one is taking responsibility or refunding me my money. NEVER AGAIN!!!!! | |
| kws | 10/4/10 |
| After many attempts at trying to purchase a cooktop, I slowly became so frustrated with Sears that after purchasing it from them three months ago, - and having just been told that it will be another four weeks before I receive my delivery rebate - I went instead to Home Depot to purchase a $2500.00 refrigerator. That transaction went very smoothly - a very different outcome from Sears. I feel so abused by Sears now, that I will probably not darken their doorstep again for a very long time. | |
| rachel | 10/4/10 |
| on 8/19/10 i purchased a kenmore refrigerator. 2 wks later, the refrigerator was delivered damaged. to date (10/4/10), they have attempted to deliver 2 more damaged refrigerators. when i call the 800#'s, i get transfered all around the world AND with attitudes, as if i am the one at fault. HELLO!! the store is owned individually, and the store did not even call to see if i rcvd. a replacement until i got so frustrated that i demanded the district manager. she got the store owner involved, THEN he called. needless to say, neither one of them have bothered to call me back now that the 3rd attemped delivery has also been a disaster. here i go again doing ALL of the leg work. there has been absolutely no customer service nor any customre satisfaction. upon review of the above comments of terrible service, it sounds like my next step is: the better business bureau, getting an attorney involved, and i know i will win, and i will get my time reimbursed also along with attorney fees, i am calling consumer affairs. it is high time that all of us get customer satisfaction. if i had seen this page LOADED with nothing but complaints, i would never have purchased this refrigerator. i WILL get satisfaction. | |
| Linda Nuccio | 10/4/10 |
| I bought a freezer from Sears and I had it a couple of months notice I was getting ice building up left side and the sides of the freezer was very hot the door was locked and it popped ajar. Used duck tap to keep the door closed. Called Sears and the were going to do a swap. They came late and they didn't have the tool to take the door off. They took the new freezer off the truck and there was a little ding but they had to put it back in the truck so they could finish delivery's and come back with the tool. I had to call someone to explain that I had meats already out the freezer was full.Now they came back took the new freezer off truck took the other out of basement corner dropped on the ground. Now the new freezer was damaged had to send that one back . They put both on truck left me with no freezer for four days. I called eveyone I had no choice but to wait. Came Sunday and no tool again they had to go to auto parts to buy the tool. Needless to say over 800.00 dollars worth of meats had to be thrown out. | |
| Francis Ramos | 9/29/10 |
| I bought a stereo system from sears 6yrs ago, bought warranty right before it expires renew it well in july 2010 took the stereo to sears because cd laser was not reading cds well they told me it will take 2 week to fix it ok 2,3,4 and more weeks came and nothing happen until one day they call me and told me it was done went to pick it up and a BIG SURPRISE stereo was not fix and WORST it was broken front panel and back part was SMASHED now nobody and I mean NOBODY from sears wants to be responsible manager sears in jersey city nj told me I'll fix for you 1 month later they call me to pick it up SURPRISE!!!!! nothing was done now they want to give a simple stero system that worths $200 when I paid for this $550 now what do I do? Customer service, repair center NO SEARS wants to help please anybody out there knows anything please let me know kbcramos@gmail.com thank u | |
| | 9/29/10 |
| I called just to ask a question and instead they wanted to know my name, #,everything but answer my questions.....As for K-Mart I called to ask them a question, it ran 38 times before someone picked up and she was so rude. With the economy being so bad, you would think you would have great customer service, since there are millions looking for a job. | |
| MARILYN STEWART | 9/29/10 |
| I WISH I COULD GIVE NEGATIVE STARS. CUSTOMER SERVICE/DELIVERY SERVICE IS ABSOLUTLY AWFUL. I HAVE NEVER DEALT WITH SO MUCH CRAP IN MY LIFE. CUSTOMER SERVICE NEEDS AND SHOULD BE NUMBER ONE WITH ANY COMPANY. SEARS CRS'S ARE RUDE, QUICK TO HANG UP ON YOU AND WILL LEAVE YOU ON HOLD FOR AS ALONG AS THEY POSSIBLY CAN. I AM VERY DISAPPOINTED. OBVIOUSLY ITS A DAILY ISSUES LOOKING AT ALL OF THESE POSTS. SEAR WAKE UP AND DO SOMETHING!!!!!!!!!!!!!!!!!!!! | |
| Mark Pastorius | 9/29/10 |
| I recently bought a fridge from Sears and as soon as it was plugged in it started burnig up and smelling. It was to replace a fridge that I bought in 2008 from Sears. I called Sears back and asked them to come retrieve the what I invested $550.00 on. After 2 fridges I finally just wanted my money back, since I finally found one a working one at Lowes. Sears told me however that they would not give the refund back. THEY WILL NOT REFUND ME BACK MY $550.00 and say that I have to buy another fridge! SEARS CORPORATION ARE WHITE COLLAR CRIMINALS! | |
| dennis | 9/29/10 |
| sears is going downhill. i have been using sears for over 40 years and they are not the same anymore.they ripped me off with their vinyl siding. it was poor quality and poor workmanship.i will never use them again. | |
| willie williams | 9/28/10 |
| my A/C has been broken since 8/19/10 i call for repair and it now 9/28/10 and may A/C is still broken .there has been several repair people to my house and i can not get a respond as to when i will have air or heat i have a service contract with sears you need to reeducate your tech you have one sorry service departmant i have had to deal with i will never buy appliance from sears again | |
| Christine P. | 9/28/10 |
| I bought a dishwasher in March 2009 and have had seven service calls since that time. The technicians are late or never show up. They say they have fixed the machine and the problem happens again within a couple of weeks. The last time they said it was repaired the dishwasher flooded my kitchen. They said they can not give me a new machine because I have not had 4 part replacements in the last year. I get passed from department to department with no resolution. I have lost a great deal of time at work waiting for repair people. Be very careful before you buy from Sears. The customer service is horrible and the extended warranty is a waste of money since they don't stand by it. I will never buy from Sears again. | |
| I Morin | 9/27/10 |
| Just purchased a Samsung stackable washer/dryer. No problems with the store. The washer/dryer was delivered. Washer installed but bracket to stack the dryer was missing parts. Two days later another delivery guy comes to stack the dryer. He was rude, rough with the dryer, threw things down on the floor, very abrupt with my husband. Had trouble with washer, it was vibrating. Same guy comes back and says it has to be taken off the carpet. When asked if he would move the washer/dryer so that my son could cut the carpet he said he had to call the office. He goes out to his truck, supposedly makes a call, making a fool of himself in the truck then takes off. I called the delivery number to complain and set up another appointment for after two p.m. so that I could be home and it was scheduled for 8-10 a.m. I am still waiting. i will never buy another appliance from Sears. I had no trouble with them, its their delivery people. Sears better smarten up. they have lost my business for good | |
| Buford T Justice | 9/27/10 |
| I WILL NEVER BUY ANOTHER THING FROM SEARS AS LONG AS I LIVE........... I HOPE THEY GO BANKRUPT AGAIN! | |
| Rich Harris | 9/27/10 |
| Well, to make a long story short, I purchased a Grill about 18 months ago from sears and its been serviced 4 times. This last time, I've been waiting for the past 4 months on parts to come in (in the mean time I've had no grill)and when they didn't come in the 3rd time I phoned sears to get an update. Three hours later after trying to get answers on the phone, I just hung-up on the supervisor who did three things: 1). She lied; 2). she would never answer my question on what was I suppose to do while I'm waiting on parts that were promised 2 and a half months ago; 3). And I hope this is not taken in the wrong way, she sounded hispanic and I'm not sure she completely understood what I was asking! I've shopped at sears for the past 20 years and this incident has given me a very sour taste in my mouth in the worst way. This is not the first time that I've had issues with purchases at sears, just the absolute worst experience in getting service. | |
| samira tavafi | 9/25/10 |
| we bought our samsung refrigrator from sears and after 2 days we found out that ice dispenser is not working.after we called in and make some service appointment for monday morning ( we had change our work schedule and stay home)we recieved a phone call from sears on prior friday afternoon@7.00 pm and we were told that they are not able to make it on monday morning.after several phone calls to their service department (we were not offerd anything for our lost wages except apology)they said they can come in tuesday or next saturday,we accepted the following saturday. but again saturday mornig they called in and cancelled their appointmen due to lack of technician.i am so disappointed in sears and i dont know what to do about this matter? | |
| Melissa Spokojny | 9/24/10 |
| We bought our Electrolux washer dryer from SEars in December '09 & I am on hold still tryi8ng to fix the noise Electorlux says is a vent issue... 40 minutes & counting 7 service calls later!!!! | |
| Jessie Boudreaux | 9/24/10 |
The level of customer service I have received from Sear's cannot be rated on anyone's scale. Definitely not the rating scale provided by Sears. My Freezer went out on September 1, 2010. Today is September 24, 2010 and I still have not had success getting them to come out. I wish I would have experienced this encounter prior to making another major appliance purchase from Sear's in May, 2010. I have made numerous telephone calls to Sears’s customer service department but to no avail. When calling the customer service dept., I ask the individuals for their name or an I.D. number to track my many calls to them. I was advised they don' release their names. I ask if I filed a complaint, who do I reference, and how Sear's upper level management would know who I spoke with, which is the 1st. thing you are ask. I was told by a supervisor that they will not know whom I spoke with. I ask for the headquarter telephone number. I was told the complaint would be routed back to Texas since this is a Texas complaint. The supervisor hung up the telephone. I will never again enter a Sear's even if they are giving things away free. My comment to the public, if you don't want undo stress, stay away from Sears. Sear’s rating is a NEGATIVE -000000000000 I am really surprised Sear’s Headquarter allows such customer service. Year’s ago, there was no other competitors that came even close to the service Sear’s provided. No they are the absolute worst. | |
| Michael | 9/23/10 |
| I purchased a mattress set on September the 5th and I am still waiting for it to be delivered, today is September the 23rd. I have had messages left saying the mattress was sold out and I would be getting a credit. Called the store to find out it was only on back order and would be delivered a couple days late. The box springs and only the box springs were delivered to my parents house 30 miles away. Again another deliver date was set up, I needed a time earlier than 2pm, the window I was given was between 4 and 6. I am on the phone now with corporate and they want to reschedule for Saturday. While ringing up the original sale my wife decided to look at a new camera. We could not find anyone to help, was told they work on commission and the associate was down by the tv to make more money. We left the store and went to Best Buy and spent $800 on a new camera package. Sears has gone down hill fast below their new owners Kmart. The store we are talking about is in Daytona Beach FL at the Volusia Mall. | |
| Geri Srikanth | 9/22/10 |
| I called Sears because my gas cooktop was sparking but not lighting. I have a service contract with Sears so I thought that this would be a no brainer. Well 6 sales calls later I still do not have a working cooktop! The original problem is still there. In the meantime, on one of the service calls I was told that I would have to pay to take the cooktop out because it could break etc. I asked why it wasn't covered in the original contract but they told me it wasn't so $100.00 later I have a one year contract with another part of the Sears service network to take out the cooktop so they could get underneath and put a new part in. To make the story short, the cooktop is broken and still does not work properly. So now we order a new top to replace the old broken one. The repair man opens the box and what does he find--another broken cooktop. Now we have to reorder and I still do not have a working cooktop!!! For the time and money that has been spent trying to fix this cooktop Sears could have replaced it and I would have been a contented customer. As it stands now, I will NEVER use your products again. Sears used to be a store that one could have confidence in but your standards have now changed and it appears from the reviews that I have been reading that I am not the only one who feels this way. I bought this product from Sears, had it installed by Sears bought the maintenance contract from Sears and Sears seems just not to care about the consumer! I feel better writing this but I am not really sure that anyone upstairs reads the complaints. This is sad when you go out of business and blame the consumers many people will be out of jobs. | |
| NANCY PENNINGTON | 4/11/10 |
| I BOUGHT A SEARS FRIDGE 2/09..IN 14 MONTHS I HAVE HAD 8 SERVICE CALLS ..FRIDGE RAN FOR 25-45 MIN BEFORE SHUTTING OFF 2 SER REPS TOLD ME IT IS HOT OUT IT'S SUPPOSED TO RUN...3RD SER REP...EXCELLENT MADE 4 CALLS COULD NOT FIND PROBLEM...STILL RAN FOREVER....FIRST DID NOT KNOW HOW TO LEVEL FRIDGE...FREEZER DOOR WOULD NOT STAY CLOSED....BACK TO LAST PROBLEM....FRIDGE RAN FROM 12:30 PM TO 8 PM...MOTOR SO HOT I WOULD HAVE GOT BURNED...SER MAN CAME THE COMPRESSOR IS SHOT..EFFECTIVE FROM WED PM 4/7/10 TO 4/15 I HAVE NO FRIDGE...ABSOLUTELY IN SER WILL HELP ME...13 MOS OLD 550.00 AND I HAVE NO FRIDGE UNTIL 4/15.. FOR 8 DAYS, I AM A DIABETIC, AND HAVE MEDS ON ICE CUBES....I HAVE TRIED EVERYTHING TO GET THIS THING TO WORK PROPERLY FOR 13 MONTHS....SEARS HAS PUT SO FAR $1530 INTO A $550 FRIDGE....THIS THING IS A LEMON AND NOBODY WILL HELP...I HAVE LOST ALL MY FOOD....AM EATING OUT BECAUSE I CAN'T REFRIGERATE ANY LEFTOVERS....SO I HAVE TO THROW AWAY GOOD FOOD...MR. DOWD ,APPLIANCE MGR, AT CONCORD MALL WILMINGTON DE HAS BEEN TRYING TO HELP ME BUT GETS SAME RUNAROUND......WARRENTY PEOPLE SAY THEY HAVE NOT REPLACED 4 PARTS SO IT IS NOT A LEMON....JUT NO ONE CAN FIND OUT WHY IT RUNS ALL THE TIME... | |
| Debbie Lucas | 5/10/10 |
| I buy everything from Sears.I recently bought a Kenmore smoothtop stove and frig.I had to have the frig.fixed twice within a year.Then the stove never cooked right.Being knew I thought I just had to get used to it.It was too hot on the bottom and I only used it 3 times.Then,it just stopped working completely.The cook top and the oven!The store did nothing! They told me to call a repair man and gave me his number and of course at my cost!So,needless to say if nothing is done about this matter I will no longer be doing any shopping at Sears! Sincerely, Debbie Lucas 410 Chestnut St. Fredonia,N.Y. 14063 | |
| Rae Lam | 5/11/10 |
| Sears need to revamp their appliance service department. On Monday the 3rd I was scheduled for service between 2 pm and 5 pm. I waited for the repairman until 6:30 pm before calling Sears and inquiring the where abouts of the repairman. I was informed that he was not coming due to his schedule being over scheduled. Of course, I was not informed ahead of time. I had to call. I was rescheduled on May 11th between 10am and 2pm. Just before 2 pm I was informed that the repairman was once again running behind and would not be at my home until after 2pm. I inquired what time he would be at my home since I had waited all day and was informed that I was last on his scheduled clients. This is an outrage. I feel that since he was not able to come to my home on the first scheduled date that I should have been first on his list. I have a life and do not prefer to wait on Sears. I have bought all of my appliances from Sears since 1975. I have covered all of my applicances with Master Service Plans. I have never had such terrible service in all of my years with Sears. I think it is time for Sears to look at how the scheduling process is handled. This exprerience will greatly influence my future purchases of my major appliences. Truly disappointed, Dr. James B. Lam and Rae Lam | |
| J Nicholas Deutsch | 5/13/10 |
| On the evening of May 12, 2010 I entered your store at Triangle Town Center, Raleigh, North Carolina with the intent of looking for a good pair of work gloves. I had no trouble finding them in the tool department and was pleased at the variety. I decided on a pair of Wells Lamont 2500 leather work gloves (053300040221) with the quoted price of $7.99. I thought this was a great price. There was no word or picture description attached to this price tag for this or any other glove set in the display. However, when I was checked out at the register, the computer quoted a price of $19.99 for the gloves. I questioned this price and the clerk double checked the price , stating that the price was accurate. I purchased the gloves, I needed a pair the following day, but then went to the rack/display with the clerk to recheck the price on the display. I then noted that the Skew # on the gloves I purchased was different from that on the display price tag. However, there was no place on the display, or any where else gloves were sold in that department, that listed the gloves I bought for $19.99. When I talked with the manager he palmed it off by rationalizing that an object could be placed on the wrong peg ( I questioned how 4 glove sets had been placed inaccurately-while no gloves matching the skew # on the price tag were anywhere to be found on the display). This seems to be unfair advertising, certainly inaccurate advertising. What offended me more was that the manager did nothing to change the display-did not place the "mistakenly" placed gloves on another peg with the correct price nor remove the gloves from the display until a correction could be made. This is the second incident like this that I have experienced-objects placed inaccurately on displays advertising then at lesser prices than noted at the check out counter. | |
| Mary Morris | 5/17/10 |
| I have had many problems with a sears store owned by a private individual. It has gotten to the point that I will no longer shop at sears, and I do mean ANY sears stores. They are rip off artists personified. We have just had a death in the family and on Fri the 14th I made the mistake of going to sears and buying a trimmer that was on sale. Bad move on my part. Shame on me. Needless to say i could not push the darn thing and dont have the strength to keep the head up off the ground so if you could push it it was always getting stuck. It does not trim evenly and i managed to trim for 15 minutes there was such a vibration both hand and arms were tingling. Upon returning it to the store I had to listen to a five minute tirade about how they had to destroy a fridge that there was nothing wrong with, Obviously there was as corporate finally told him to get it changed out. There is nothing wrong with the trimmer he has a lawn mower at home that vibrates more than that. To top it all off with a house full of people the receipt has been misplaced so no refund. Hows that grab you he has the machine and my $300.00 plus. sound like a rip off to you? | |
| mary bernazzani | 5/18/10 |
| The corporate office I had to complain to took care of matters asap.Sad to say it was about my vacuum repair in January.This is about the 4th time something has gone wrong ,but this time a piece of plastic from the bottom broke off while in use and hit me in the eye.I was looking dowm so thankfully it did not enter my eye.I now feel this vacuum is unsafe.Today i,m bringing it to randolph repair,but I want this replaced as it is obviously a lemon.Can anyone help me again in the corporate office? | |
| Sarah J Dunbar | 5/18/10 |
| I have been a customer of sears and kmart for years. In searching for a washer I chose a Sears Kenmore Elite model 110.z6942503. I have had several washers that have lasted for several year and was surprise to discover my washer had rust around each hole in the tub. My washer is now four years old and recently I discovered small rust spots all over my laundry. Upon checking my washer I discovered rust coming from the outer tub into my washer through each hole. It is clearly a manufacturing problem because there are not chips or nicks in the tub. I had faith that Sears would review this and clearly see that after four years it was a problem due to poor quality when manufactured, not customer abuse. I believed Sears would repair this at no cost to me. Sadly after talking to customer service sears did not care to review or replace the damaged tub. They said "We are sorry but we can't help you". A ten percent discount was offered to replace this washer with another sears product. (why would I want to purchase another sears product) The purpose for this letter is to get past customer service and contact corporate management of Sears. I believe a product should live up to what is advertised through your store. I had believed you would stand by the product you sold me. I believe as a customer we must tell businesses that we expect quality in what we purchase. I had believed I would get quality when I purchased my washer, but have since found Sears does NOT care for customer satisfaction, nor quality products. So because of this problem and lack of concern from Sears regarding this, I will no longer purchase anything from Sears nor Kmart. I had believed Sears would stand by me as a customer. Because you did not stand by me,I now choose to shop elsewhere. Not another dollar of mine will be spent at Sears or Kmart. If enough customers do this then only those who appreciates our business will survive. GREATLY DISAPPOINTED IN WHAT WAS ONCE A HONORABLE BUSINESS. YOU WILL NOT SURVIVE BECAUSE YOU DON'T CARE ABOUT YOUR CUSTOMERS. We live in an economy that only the strong business will survive. I see Sears as a business that will not be hear in the future. I will never step into another Sears or Kmart. manu | |
| Sarah Dunbar | 5/18/10 |
| Are you listening corporate? How about a written reply!! | |
| Linda Coppola | 5/19/10 |
| Hello Recent Purchase of a Sony T.V. flat screen with the extended warranty has led to this complaint. We cannot get a service tech to keep a scheduled appointment. Time after time the (window) 10-2, 1-4, has come and gone. I want a full refund of my service contract. This is fraud, consumer fraud. I have spoken to the department head, the "Store Mgr." and I will not accept anything but a refund. Tell me where to send my written request with all of my information so this refund can be issued immediately. I will no longer shop at Sears. In the past quality was never an issue and "Sears serviced what they sold". Before the executives get paid....the consumer needs satisfaction. Thank you. linmarieb@aol.com | |
| pat dahduh | 5/20/10 |
| Good Morning , I've tried every way to find information on Game Fisher 7.5 HP outboard motor . Realizing Sears contracts these items; I need to know who Manufactured this Model 271-586751 S/N 48-010816 . your earliest reply will be greatly appreciated as this has been on going for three weeks. Respectfully, Pat | |
| dorothy a ludington | 5/20/10 |
| I went into the santa barbara sears last evening with the model number for my Kenmore Coldspot refridgerator. I need to replace the water filter. I gave the number to the salesman and was told I had to have the part. He asked if it had one or two prongs. I told him I had no idea and did not even know where the part was. I was told there was nothing that I could do. I asked if he had a manuel with the model and if the manuel listed the parts. I was told NO. I left and went to another dept where a young girl went on line and found the model numnber bult was not able to locate the part number I needed. She gave me an 800 number to call. After less than 5 minutes the lady on the phone had the part number I needed. I went back upstairs and was not able to locate the part I needed. They had other parts with nunbers close to mine but not the one I needed. I called the 800 number back and ordered the part for the water filter. I WIL NEVER SHOP AT SEARS AGAIN FOR ANYTHING. This is sad since I am going to be replacing my washer and dryer and TV in the very near future. All are products I bought at Sears. THERE IS NO REASON THE MAN COULD NOT HAVE LOOKED UP THE PART NUMBER FOR ME. D LUDINGTON | |
| Todd Shoote | 6/7/10 |
| Hi Name Is Todd Shoote. my phone number is 503-799-1390. I am writing because I have never recieved such poor customer service in my life. I bought a tv from Sears in 06, I got the extended Warranty and last week my TV broke, shut down, quit working and I have been trying to call to get this repaired and me and my wife either get the run around or put on hold. by the time we were able to talk to a person they informed us that we were calling the wrong number. we get lots of apologizes but no resolution. I am here to say i will NEVER buy from sears again and i will make sure that Everyone that I know NEVER buys from your store again. -Todd | |
| Charlene Nance | 6/8/10 |
| Customer Service i spoke with six differnt people on the phone. Called two times and put on many holds. In Gainesville, I bought garage cabinets for my husbnd. We built the workbench and the drawer cabinet. They had instructions. The floor cabinet does not. It is in many pieces and the doors are not attached. First we were shocked that nothing on the two units were assembled except for the metal drawers but we mastered that. We are at loss on how to build the floor cabinet. i even looked for instructuions on the web but the one shown is not ours. It is a Craftman with these numbers. 9 10134. The one girl on the phone wanted numbers off the cabinet pieces. There are none. We live over 50 miles away and are over 76 years old. We were never told it was not assembled.We paid $223 99 for ths sale item. It was in your Ctaftmen's catalog.We recieved on May 22, 2010 starbit1122@comcast.net | |
| CAROL | 6/8/10 |
| YOUR TEMPE, AZ CALL CENTER 6/8/20 HUMAN RESOURSE: I AM APPALLED AT THE WAY YOUR EMPLOYEES IN YOUR TEMPE CALL CENTER ARE TREATED. IN SOME AREAS IT BOARDERS ON INHUMAN, WHEN A GROWN ADULT GETS WRITTEN UP FOR USING THE BATHROOM INBETWEEN THEIR ALLOWED BREAK-TIME, THAT IS CRUEL. WHEN YOU HAVE EMPLOYEES THAT ARE VISBILLY ILL THEY ARE SENT HOME BY A SUPERVISOR AND THEN WRITTEN UP FOR IT. HEY GUYS WHAT GIVES, YOU HAVE THE UPPER HAND BECAUSE OF OUR ECONOMY YOU KNOW PEOPLE WILL SUCK UP THE ABUSE BECAUSE THEY NEED THEIR JOBS! OR IS IT THAT YOU HAVE IMPOWERED PEOPLE WHO THRIVE ON ABUSE AND POWER. YOU WANT PEOPLE TO FUNCTION AT A LEVAL THAT WILL IMPROVE AND RAISE THE QUALITY OF SALES WITH YOUR CUSTOMERS, BUT WITH SO MANY EMPLOYEES HATING THE CONDITIONS THEY ARE FORCED TO WORK UNDER WHAT DO YOU REALLY EXPECT TO GAIN BY THAT? I SAY FORCED BECAUSE IN THIS ECONOMY WHAT CHOICE DO MOST OF THEM HAVE ITS EITHER PUT UP WITH THE TOTAL DISREGARD FOR YOU AS A HUMAN OF LIVE ON THE STREETS. THE WAY THIS LOCATION RECOGNIZES THEIR TOP SALES PERSON IS TO GO TO THE NEAREST DOLLAR STORE AND PICK UP SOME TRINKET THAT DOES NO GOOD WHAT SO EVER, HOW ABOUT SOMETHING THAT WOULD HELP THE EMPLOYEE LIKE MAYBE A GAS CARD SO THAT THEY CAN GET TO WORK OR A CARD TO A RESTAURANT SO THEY CAN EAT. YOU WANT THE BEST THAT THEY CAN GIVE AND WHAT DO THEY GET IN RETURN? WHY NOT GET OFF YOUR SEATS AND OUT OF YOUR OFFICE AND TAKE A SURVEY A SECRET SURVEY WITH NO RELALLIATION TO A SINGLE EMPLOYEE. YOU GUYS NEEDS FEED BACK NOT FROM THE PEOPLE YOU'VE PUT IN CHARGE BUT BY THE PEOPLE THAT HAVE TO WORK UNDER THESE CONDITIONS. ONE MORE THING WHEN A PREGNANT PERSON IN THE FINAL STAGES OF PREGNANCY NEEDS A DR.'S NOTE TO USE THE BATHROOM ISN'T THAT A BIT EXTREME. I WONDER JUST HOW MANY OF YOUR EMPLOYEES ARE REALLY HAPPY TO STEP THROUGH THOESE DOOR EACH MORNING? SHAME OF ALL OF YOU FOR TURNING YOUR BACKS ON THE VERY PEOPLE WHO MAKE YOUR COMPANY, YOUR EMPLOYEES AT THE CALL CENTER DESERVE SO MUCH BETTER | |
| Chere Ferguson | 6/8/10 |
| I had a remodel done by Sears from their remodel office in Portland Oregon, Ilive in Eugene Oregon, The remodel was managed by phone from Portland, They sent a person that was supposed to be a contractor and when he got done you sure could have fooled us. We have a beautiful home we wanted to upgrade because we are our late 70's and find that our home is too big for us now and we need to put it up for sale, and move on to a smaller place and downsize. We find that we cannot do that with this remodel job. the floor in the kitchen was done so badly ANYBODY WOULD BE OUT OF THEIR MIND TO EVEN CONSIDER PURCHADING THIS HOME THAT USED TO BE SO BEAUTIFUL. Our yard is very nicely landscaped and anybody would love to have this home to raise their children in. there so many things wrong with this remodel job that i do not have the room to tell you everything and I do not wish to have to deal with your portland office. FOUND MORE ROOM To start with . We were told that the job would take 2 or 3 days to complete , so we told them that we were going to Canada for a couple of weeks and was assured that the job would be finished by the time we got home. Well we got home in 2 weeks and brought company with us to this mess that they call a professional,job to my eye is a very badly messed up unacceptable job. I would like to see you come to our home and look at the job that they call complete. A few of the things have been fixed but very poorly, some excellent, but we still have issues. I previously wrote a letter but I do not think it got to you as I sent it to your Portland office and it probably never got any further. If you have any intention of addressing this letter, I THANK YOU. If you do not well I guess that the way that Sears does businbess. Keeping in mind my husband & I raised 4 childred and got all their clothes at sears aLL OUR APPLIANCES ALL OUR BUISNESS UP TO THE POINT OF THE LAST LETTER .We waited out the whole year and then paid our bill in full with no interest,I can't believe you will ignore this letter. yours very truly John & Chere Ferguson Eugene.\,Oregp\on | |
| J Aleman (California) | 6/8/10 |
| To Corporate, My wife and I recently bought a washer and dryer two weeks ago(05/28 at the outlet store in Milpitas), thinking about it now the sales lady who didn't look like she knew what she was doing should have been a sign, well 30 mins later she gave us our receipts and told us that we would be getting our merchandise in about a week (06/02) and that the delivery personnel would be calling us a time window for delivery. My wife took that AM off from work to wait around for the delivery. We were also told the night before that we'd be the 2nd delivery that AM (we thought great that way you don't have to miss the whole AM from work) finally after waiting (past our delivery time window...no call from sears mind you) my wife had to call the office to find out how much longer she would need to wait for...which at that time the sales person told her that the items had not arrived at the warehouse and would need to reschedule a delivery time for a different date and if she wanted to proceed with that, that she could help her set that up right then and there....Hmmm hello (did you not just tell her that the items are not at the warehouse?). My wife told the Sears lady that they would need to verify that they'd actually received the merchandise before we could schedule a delivery date. We then called the sears outlet (where we had purchased the items) and spoke with the assistant manager(Alan) who told her that the order had been entered wrong and that, that was the reason for the whole mishap not only that but that the merchandise was never actually ordered (do you see where we're going with this?), he also mentioned that he could have one of the items we had PURCHASED but that the second one would arrived a week apart from the other one. We declined and asked him to try a little harder, Alan said that he'd find a comfortable unit (similar price, but readily accessible) to compensate for the inconvenience (well at least you tried Alan). He went ahead and set up a delivery date (1 more week of waiting...so finally today). Same thing happened again as the first time (nothing was ordered/ or was in the warehouse). We found this out only after my wife took time off of work (again) to meet the delivery personnel to deliver our merchandise, after waiting for 2 hours we decided to call sears (again). We got a hold of someone (after a long 15 min wait) and proceeded to go down the list again (telling our story) the customer service person then transferred us to someone else and had to basically repeat ourselves again (you can see how frustrated we were and still are at this point). At this point in time we will not accept anything less than a full refund and compensation for my wives wages for taking time off of work. We'd like to get a call or even a letter from the president and a full explanation as to why this happened. Not only did this happen once mind you but twice with the same result (sears w/ our money and us w/ a piece of paper and nothing to show for it) and did sears ever try to reach out to us to tell us what is going on (i.e. explanation, pardon etc)? Nope we have to hunt everyone down until we get answers from someone and if by tomorrow we don't get at least a call we'll keep calling again and again until we get them. frustrated in the bay area, J. Aleman jalemanjr187@hotmail.com 650)346-4500 | |
| Sheila Spriggs | 9/7/10 |
| I bought my Maytage Neptune washer and dryer from Sears several years ago and just experience the washer motor stop working. I had several appointments that were promised to me that no one called or show up to repair the washer. I have had the part for 2 weeks now and no one at Sears seem to care enough for the customers valuable time. I have lost time from work and countless hours on Saturday appointments that I could have done something else beside waiting on a service person that did not have any intensions of showing up. Finally, this has cost me Laundry mat money time off work and wasted time. This is the worst experience by a large company that I have ever seen. I will let everyone know how I was treated. | |
| Ms. Parker | 9/7/10 |
| I am apolled at the treatment that my 80 year mother received from sears service department! My father and mother both have been customers for decades and it hard to believe that Sears was once a well respected place of business. My mother purchased a airconditioner abd began to have some problems with. It was serviced and fixed so many times they just gave her a new unit.(Supposedlly?)The new unit is not a year old and now it is doing that same thing the old one was. So here we go again dealing with the service department. A maintain agreement only means we will maintain whenever we get to it! Please hear me..we are in La. and the heat index is ridiculous! So not we have to start this ritual all over again, waits days for a technician to come and look at it, then her says parts have to be ordered, then a few days later you get another call saying that ooh yeh by the way your part is on back order and we dont know when it will be in! Are you serious! WHY doesn't a company as large as sears have there own parts? This is truly a inconvenience and hard to understand. Once they get it then you have to call back and have someone to come out again in put in on, this also takes days? So you are looking at a process that takes weeks when a customer has a maintain agreement? Wow Sears..this is good, you guys need to revamp this practice before you loose buckets of customers. No one wants to feel that they are not important especially loyal customers of 50 years! | |
| Truly Disgusted!!!!! | 9/7/10 |
| This is amazing! I was going to write about my experience but i see that you guys are very aware that your maintenance and service centers suck! There is no need for me to discuss my problems with you losers because i see with my own eyes theres enough of this on this page already. This is pathetic! | |
| Patsy Monaco | 9/7/10 |
| After reading these reviews it appears they DO NOT have customer service. We purchased a Kenmore Washer, Model 79642198900, on 08/25/10. The washer quit working over 2 weeks ago, and I am still trying to get someone to fix it. The last technician came out and said that LG knew they were having problems with the panel on the front of the washer and she had to order the part. She said it would take a week to get it and scheduled the appointment to put it in for today, 09/07/10 between 8-12. Today, 09/07/10, I received a recorded message that they would be out 09/08/10 between 8-12. I called the so-called 'customer service' department to question why they were not keeping the appointment I had. I talked with Jessica and she transferred me to 'technical support' department. I finally talked with Aaron, who said he was a supervisor. I explained my appointment was today, not tomorrow. I told him I had someone at work today to answer phones while I went home to wait for them for fix the washer. He said he didn't have any technicians available today. I told him he could just send someone when they are through with their route and pay them overtime. I told him it wasn't my problem - my appointment was today and the technician gave me a note which showed "Tuesday 8-12, 9-7". She even circled the 9-7. He never offered to try to help at all - all he said was they had me scheduled for 9-8-10. I WILL NEVER BUY FROM SEARS AGAIN!!!!! I always wondered why there was hardly any people in the stores, now I now why. NO CUSTOMER SERVICE. | |
| Vahid Hanasab | 9/15/10 |
| I bought a range (kenmore black and silver) from sears around four months ago 3 of the knobes are brocken allready. They send a technition and mail me twoice the parts that even though it is the right the part according to the model No. it is not the rihgt size. I am still wating for the right parts and it's been more than a month that I am using the plyer to cook. Here is the interesting part, I was told that I have to pay %15 of the cost if I want to return the range while they can't help me. My phone No. is (310) 990-0019 and I hope some one soon call me and before I contact my lawyer Mr. Steven Stolar.[ 433 North Camden Dr. suite 600 Beverly Hills, CA 90210. | |
| Annette | 9/16/10 |
| SEARS is horrible. They have canceled service appts on me THREE TIMES already. My a/c is leaking into an apt below mine. I took an unpaid day off from work to sit home and wait for the tech who never showed up. Customer service was not at all interested in helping me...neither was Customer Relations. SEARS does not know that first thing about Customer Service, Relations or anything that has to do with satisfying their consumers. They should really close their doors. The obnoxious customer service rep I've ever spoken to in my life was from Sears on that day when I our service did not show up. After fighting with her for 45 minutes, she offered me a $10 gift card to SEARS. This was insulting. What makes them think I would EVER spend another DIME in their store? SEARS is so over. I will never step foot in one again. I am telling every homeowner and future homeowner I know this story. | |
| O Kelly | 9/16/10 |
| What in the world has happened to Sears and their previous (years ago) good customer service standards? I have had several unsatisfactory experiences with Sears and was shocked to discover that they did not have an actual customer service office at the Chicago Loop location. Today, I noticed that the customer service counter is back, but I have little faith that it will do any good. My first bad experience was with my "Rewards" card. I was never able to use my points. They kept telling me that my card was too old. The program had just recently started. Then when I received a new card, they assured me that my old points would be transferred. That didn't happen! Now, the process has changed and I never received my points. Next, my brand new washer stopped working! I has an extended warranty and schedule an appointment that was not kept, by Sears. I called several times to reschedule and complain. They apologized and told me they would send me some discount coupons. Well, that didn't happen either! Now, I ordered a gift for my friend in Indianapolis. I was suppose to arrange between Sept. 14 - 16th. It was supposed to be a surprise, but I had a bad feeling and told her to expect a delivery. She told me that a slip from UPS was on her on door, but it had someone elses name on it, plus it was from "Dish Network". We just chalked it up as the previous residents package. The next day she received another slip with the same information, but she was home this time. They did not even knock on the door. I had another bad feeling and thought it was too coincidental. So, I called Sears to check the delivery status. When I explained the problem to Sears rep. told me she should "just go to UPS and pick it up". I again explained that the name was totally incorrect, plus you have to show identification when picking up a package and it wasn't her name, plus the package was heavy. The rep. hung up on me. I called again and asked to speak to a manager. Another rep. insisted that they could help me, but would not give me the manager. I explained the problem again. He told me to call UPS and trace the package. I told him I order from Sears and they are the one's that have a contract with UPS and they should trace my package. He hung up too! The whole point of ordering online is for easy shopping with "no worries". SEARS DID NOT GET THAT EMAIL! I will NEVER ORDER ANYTHING FROM THEM AGAIN! THEIR CUSTOMER SERVICE SKILLS, WAIT SCRATCH THAT. THEY HAVE NO CUSTOMER SERVICE SKILLS WHAT SO EVER! NO WONDER THEY ARE LOSING SALES! They actually tried to blame me for possibly putting an incorrect address. Well, my confirmation printout had all the correct information and Sears didn't have any problem taking the money out of my account. I only hope my friend receives her package, that is no longer a surprise, thanks to Sears lousy service. | |
| Jennifer B | 9/16/10 |
| I wish I could make that 1 a 0! We have had a multitude of problems with our Samsung refrigerator. Purchased just over a year ago, it was all fine for the first 11 months. You know...the true lifespan of a $2,000 appliance, right? In the last 3 months, we have had the ice maker fall into the ice bin 3 times. Failed appointments, shady repairpersons, useless customer service people. The clincher was tonight when they said the repairman had stopped by and we weren't home. But at the time that was reported WE WERE ON THE PHONE WITH CUSTOMER SERVICE! Go figure. | |
| David L | 9/17/10 |
| We've been without the services of our Sears hot water heater for the past 4 days. Sears customer service suggests that we should be willing to go another 4 or 5 days so that they can help us. NOT. Finding someone within Sears who cares about customer service may not be surprising, but my inability to find someone within Sears who cares about our NOT buying their products any more (I've spent over $7500 during the last four or five years) is nothing short of stupid on their part. I'm voting with my dollars. And it won't be Sears. | |
| Patricia Rembert | 9/18/10 |
| I am a 63 year old retiree who has a two year maintenance agreement with Sears. My air conditioner stopped working August 7, 2010 and it is Septemer 18, 2010 and I am still without air or electrical plugs in my bedroom (cannot cut on switch due to air conditioner). I bought a window air conditioner which I could not mount and have not been reimbused. I am having numerous physical examinations due to illness. I cannot believe you have a show on HGTV but cannot fix my air. I am going to contact the media, the Better Business Bureau because I can not speak with any supervisors regarding this matter. Someone hung up on me when I asked to speak to a supervisor. I have a medical procedure on Monday, September 20, 2010 but after this date it will be all out war between your company and me! Patricia Rembert 305.297.0995 | |
| Angela Rudolph | 9/19/10 |
| I have recently had bad experiences with both Sears and Kmart. They have, at some previous time, begun to limit the time you have to return items. They are rude and very hard to deal with if you have your receipt and impossible to deal with if you do not have the receipt even if the tags are still on clearly showing Sears or Kmart. Recently I attempted to take back two men's shirts that were too short in the sleeves- defective. I thought I had found the right receipt but turns out I had not. At the register I was told they were only worth $1.50 each. Telling the clerk I paid alot more for them than that and that they were still on their shelf that moment at the price I had paid I was told by Shawn, the store manager, that it didn't matter. If I didn't have the receipt with me then they would only give me the lowest price in the nation for Sears Stores. Needless to say, that as we go into the holiday shopping season I will not be doing any shopping for myself, my own family or anyone else in Kmart or Sears since I feel they are cheating people and loyal customers with their new practices. Even though the clerk and the manager would have recognized us as being in their store alot it didn't matter. I was told by Shawn that he was sorry we felt this way. That was it. No loyalty for customers, no help, nothing but callous disregard. That is why when this policy drives them into the bankruptcy they deserve I will feel nothing but callous disregard for them and be glad that I stopped shopping there. Customers are no longer thanked for their patronage. | |
| Christine Villeneuve | 9/19/10 |
| I bought a Kenmore brand stove on 9/12/10 from a store in Manchester NH. They delivered the first one on Friday. I was right there. The box was in great shape. They took off the box and the stove was so damaged I could not accept it. I had a dinner party planned for Saturday night and now no stove. I speak to the delivery person and he said the earliest he could send another stove is Sunday. I protested explaining I was having a party and needed the stove for Saturday but no can do. Sunday was the next delivery. The stove arrives today again big dent on the left side and the back panel is missing several screws to hold it on. Poor QA. Second stove still a disaster. I called our local store and asked for the store manager,,~ Jason~ and I had to wait until he finished his lunch before he could call me back. (Although he claimed he was helping a customer) I had to call 2 more times before he would take my call. He held up the delivery guys, myself and my husband. I refused the stove again and told the delivery guys to leave because I wasn't getting a call back from the manager. Finally when he did call me back-he could have cared less. He was blaming the warehouse in Kingston NH which I don't disagree with but there was absolutely NO customer service. I want my money back. I am going to the store tomorrow and will continue to ask for my money back-I am so disappointed that I dont have the stove that I wanted. That I gave Sears 2 tries and still no acceptable product. Maybe you should look at your competition and see how they excel in customer service. They want the business. They want my business. And tomorrow after I get my money back-I will go right to Lowes and get next day delivery for a hundred dollars cheaper. Sad. We are hard working Americans and to take my money and offer a piece of junk for product is sad. | |
| Maryanne Gabriele | 9/21/10 |
| On Sept. 3, 2010 My 8 yr old fridge died, and after agonizing over the best refrigerator for my lifestyle at many, many different stores, I finally found it at Sears in Putnam, CT on Sept 5. I was given a delivery date of Thurs. Sept 23, 2010. Being without a refrigerator for 22 days (and counting) is terrible. On Sept. 20, I recieved the call that said the delivery was on time, coming on the 23rd as planned.-YAY! Then the very NEXT day, the 21st, I get a call stating that the fridge is back ordered and will not be available until OCTOBER 3!!!! I cannot believe this. I am beside myself. 18 days without a fridge was terrible, now I have to wait until next month?! UNACCEPTABLE. They did offer me a different model, I did not like that one and it did not have the things I needed. As I stated previously, I painstakingly sought out the "perfect" appliance for my family's needs. What are YOU going to do about this? This was not my error. $1,500.00 I paid plus a 3 year warranty and I have NO FRIDGE. | |
| Susana Servin-Taus | 9/11/10 |
| All I want to say in my mother's behalf , who by the way has been a Sears customer for many many many years and who has bought many things from Sears. We are very DISAPPOINTED!! Approx about a month or so ago my mother purchased a bed n spent a little over $800.00. To make a long story short, you didn't have anything on stock that my mother wanted. The demo that was on the floor had pieces missing and the manager that was there some african american guy. He was extremely rude. he acted as if he didn't care or had time to listen. but he was willing to take off 10% of the bill (approx. $100.00 off) and told us to go somewhere else to get the bed frame. Now how absurd does that sound to you? I mean really when you go buy a car at for example, u go and buy a car are you going to another dealer for tires? or if you have problems with your feet are you gonna go see just any doctor? My mother reopened her Sears acct and had just received her credit card and yes the money was removed . But now not only was my mother inconvenianced by you guys not having what she wanted, and the manager being rude and also the day of delivery she got a queen size bed but the frame were 2 twins. What was that all about? and now you're sticking her with a restocking fee of $30.00. I think you have alot of nerve after that happened and I will be contacting corporate and discussing this further. I know this much not my mother or myself and anyone else that I know will not be purchasing anything from any Sears store again. You have lost many customers when this happened to my mother. Disappointed Customer from Merrillville, In 46410 email address taus_susana@yahoo.com cell phone 219-613-8088 | |
| Howard Batts | 9/12/10 |
| I needed a thermal protector for the motor circuit of a Kenmore vacuum power brush. I found the part in the vacuum's parts manual online and order it through Sears Parts Direct. I was told it would arrive in 5 to 7 business days. After 3 weeks I inquired about my order and was told that part was no longer carried by Sears, it was obsolete. This is on a vacuum that is not that old, but sears saw fit to discontinue the part. I had to use my electrical knowledge to repair the problem on my own. Later, I needed a short power cord that goes from the power brush extension handle into the power brush assembly. AGAIN, I ordered the part through Sears online Parts Direct. AGAIN, after 3 weeks with no part I inquired about the order status. AGAIN, I was informed that the part also was obsoleted. I have two question for Sears' executives, 1) How long were you going to keep my money (even though it was not a large amount for both parts) before you refunded it? 2) Why do you continue to show my particular vacuum parts as available if it is obsolete and you are not servicing that model any longer. I see no reason that an immediate response to an order can't be sent informing the customer that a part is no longer available and, therefore not charging the customer's credit card. | |
| Deborah Eymard | 9/13/10 |
| I have been purchasing Sears Kenmore appliances for 30 years. My husband and I recently built a new home and furnished the kitchen, utility room and garage with Sears appliances. The customer service over the past year has been the worst I have ever received from any business!! We have requested four service calls. Two which were no shows and two which they needed to reschedule. Seems Sears will take your money in a heartbeat but after that customers are screwed. We had an appointment today after making it two weeks ago. I took off work to be home between 8 and 12. I got a call at 8:12 that we were not in the service area for today. What kind of crap is that? You do not want to reimburse me for missing work and you do not want to reimburse me if it completely goes out and food spoils?? SEARS HAS HORRIBLE CUSTOMER SERVICE. Here I sit at 5:10 and no service call scheduled yet. I WILL NEVER DO BUSINESS WITH SEARS AGAIN!!! | |
| elizabeth mcwilliams | 9/13/10 |
| regarding 099852987800033 Model 11022832100 purchased 9/3/2001. For nine years, I have paid a warranty on a washer with Sears. I have paid probably near $2000 in warranty for an appliance I could purchase at Sears outlet for about $300. For the past 3-4 years, Sears has not notified me that the warranty is about to expire. I notice that the first five years, they did, but now the machine is aging, it is flagged and you do not. A service repair man even told me that Sears doesn't give notice as appliances age, because they want to don't want to incur the expense of inevitable repair. Another year has passed now and I am expired w/o any notice. In addition, to cont. the warranty, I am told it will be over $200 a year. This is ridiculous. I am going to appeal to Sears to contact me and work out an agreeable solution to this. Your service reps, Trae and Alidena who I spoke to at your warranty center this evening were pleasant, but I feel I want to discuss a better proposal w/corporate Sears. I have been a loyal customer for thirty years, all of my appliances have been Sears. I would like someone to contact me to discuss this situation. You have my information on file. I am going to appeal this situation to the Better Business Bureau as well, because I believe it is a very poor practice to entice people into exorbitant warranties, then not have the conscience to indicate to them when the warranties are about to expire once the appliances have aged and the customers have paid three times the cost to have replaced a worn appliance w/a new one. I would appreciate a complimentary repair that this point and deserve one. Also, I emailed your service center about this on 9/11 and no one acknowledged that email, forcing me to call today. | |
| customer service? | 9/13/10 |
| as many other reviewers, i purchase many of my large appliances and many other items at sears, not to mention getting my car serviced as well. i purchased a mattress this last labor day weekend. i was told it would not be delivered for at least 5 business days, which was fine, until today. my mattress was not delivered due to damage it sustained during the delivery process. alright . . .but now i have to wait another 6 days for a new one to be delivered. i'd gotten rid of my old mattress in anticipation of the arrival of the new one. so, i am now sleeping on the floor for week. after speaking to "customer service" (5 different people) and being put on hold at one point for nearly 20 minutes, all i was offered was either a $50 gift card toward my next purchase, or 10% off my next purchase. why would i be interested in either of these if i no longer care to be a customer of sears? | |
| Joyce & Orville Lewis | 6/10/10 |
| Mr.President Bruce Johnson!! I am shocked beyond belief that your web-page has SMUT on it. As a mom, I am more than disturbed by the lack of concern by Sears for selling posters displaying absolute full n*dity and erotic language on its website. I have been a customer for over 50 years and I just made my final purchase. I will do everything in my power to see that hiundres do the same!!! SHAME ON YOU...YOUR THE CASE OF CRIMES ON WOMEN!!! | |
| Tammy Meier | 6/11/10 |
| Warranty on 5 year old upright freezer. Notified Sears 05/08/2010, everything inside ruined. Sears scheduled repairman for 06/07/2010. Per repairman... needs $600.00 repairs and replacement parts will be sent to residence! We recieved parts 06/10/2010, quicker than service. Parts will not be installed until 06/25/2010. It will be two months before our freezer is functional. The replacement parts equivlant cost of a new one? We also received parts quicker than repair service?? I wonder what the stipulations are on the parts in reference to the warranty? One part size consisted of 7 x 3ft in size, taking of large portion of my enclosed patio, lucky it's out of the weather. I bought one appliance from Lowe's with three days we were serviced! We built a house with ALL Sears appliance's, after this experience I will no longer purchase anything from Sear's!!!! | |
| Theresa | 9/4/10 |
| Sears Home Servies is the worse service I ever experienced in my life. I was on the phone for an hour and 10 minutes. I was offered a 2 week appointment to schedule a repair of my fridge. Lost a lot of food, cancelled my long weekend trip to Vegas with my family. A Sears Represntative put me on hold for 17 minutes when I asked for a supervisor. Very bad service. | |
| tom | 9/6/10 |
| My wife and I are looking to buy a microwave oven, we go to the store and find a bunch of displays, none of which we like. There is another couple looking for a microwave also. We've never met them before but we are comparing what is on your shelf. We notice 6 microwaves in their box's in the middle of the aisle and ask if we can see one. The associate states he'll be right back and after a few minutes he returns and states to us (not very nicely)"The vaccume salesman says it's just like that one" and points to one on the shelf. It was nothing like the one on the shelf..nothing at all, We explained that and asked if we could see it and he said "no" (he wouldn't even look at the box to see if it was different) Surprised we asked to see a manager, he said "fine" and briskly walked away. Both my wife and I and the other couple were rather taken aback by his rudeness. After watching him, the manager, and two other associates have a discussion while pointing at us the manager came over and asked if there was anything he could do for us. We simply asked if we could see the microwave in the box, He stated that he would not open a box. we asked if he could put one on display as there was a tag for one on the shelf but the shelf was empty, he stated "if I open one we won't be able to sell it" so I asked him if he expected us to buy a microwave based soley on the picture on the side of the box? he stated "yes" the other couple and my wife looked at him and said "you have two potential sales here but we would like to see it before buying it" he pointed at the box and sorry but I won't open it. Not only have you lost two potential sales but you just lost a customer for life, probably two customers I suspect. A comsumer should not be expected to stare at a box in the store and not be allowed to see whats inside and be further expected to buy it. The attitude of the associates and manager were such that it completely soured our taste for doing buisness with sears. I have never seen a poorer display of customer service, at all...good bye! I will surely tell my friends and family about this experience. | |
| Rachel Huggins | 6/11/10 |
| I just purchased a kenmore front load washer and dryer. The guys from the store delivered them and ripped a huge whole in my vinyl floor. I just wanted to know if coporate was going to do anything as far as replacing my vinyl, since it is a discontinued vinyl. I would hope that this company would handle this the right way. I do plan on speaking with my attorny about the situation. I should have went with LOWES Companies!!!!! | |
| Linda DiSantis | 6/13/10 |
| So..... Has Sears ever responded to any of these complaints? Has anyone hear ever gotten statisfaction? Right now I am trying to calm my mother because she is so upset about lack of concern and service we have received from Sears. My mother is 83 and has been shopping at Sears for probably several decades. However, as of this weekend she will no longer buy anything from Sears, or set foot in a store again. And this boycott will include the entire family. It is really unfortunate -- not for Sears -- they couldn't care less; but for my mother, because this generation and folks of this age take betrayal and arrogance to heart. Briefly, what is wrong and continues to be wrong with our Kenmore refrigerator, and just after 4 years (the refrigerator - not a Kenmore - we had before this one last 20 years!) is that 1) the compressor had to be replaced last year; 2) two weeks ago the entire refrigerator turned into a freezer; repair service man came, replaced the thermostat, didn't check it and therefore it still is a deep freeze. Eggs, milk, lettuce, everything frozen and ruined. If all this weren't bad enough, we waited for 10 days for the first service call and now after he couldn't fix it, we put in another call but must wait another 10 days for the second service call. We cannot shop or put anything that will be ruined in the refrigerator. What if we had small children in the house and needed to keep a well-stocked refrigerators, or had a big party over this weekend. It could have been disastrous.. I've complained to Sears but it doesn't seem like anyone really cares. So this is my next best thing---venting on this site. Good luck to all of us. L.DiSantis New York | |
| Candi L. Avlakeotes | 6/15/10 |
| First let me state that if I could give Sears "0" stars I would. Please read this if you plan to ever cancel an order @ Sears. On 5/22/10 I purchased a refrigerator @ Sears in San Jose, CA. I was given a delivery date of 5/30/10. I rearranged my day to be able to take delivery. The night before delivery I never received the usual call informing me when to expect the delivery. I called and was told that they didn't have the product and there would be no delivery! I was pretty disgusted. I was offered a $50.00 giftcard for my trouble. I declined as I wanted to speak with my husband to get his input. He called and was told the same thing that I was, but was offered a $30.00 giftcard! The next day we went to Sears where we made the purchase. A manager called delivery and was told I could expect delivery on 6/3. Being skeptical at this point, I called delivery 1/2 hour later and was told no, they couldn't deliver until 6/8!! Now I'm angry. The next day I called the manager back and she stated I needed to call delivery to cancel the order. I did this and was told that I would get my refund within SEVEN to TEN days!! I was and still am furious, read on. So, on day 10 (6/10), my VISA debit card has still not been credited. I escalate this to the store's General Manager. He calls the office where refunds are done. He states that I will have the refund today, 6/15. Low and behold, no refund. I called him back to state my fury that Sears has now had my money for 3 weeks and that they are VIOLATING CONTRACT TERMS | |
| brenda weber, dayton, oh | 6/16/10 |
| I would give Sears a -10 if at all possible. On 6/2 I purchased a dishwasher. I was told it couldn't be intalled until 6/10. I agreed to this. On 6/10 the installer arrived with a damaged unit. He contacted One Source, that virtual epitome of customer service! Yes I jest. I was told I would be contacted within the next two days, probably the next day. They never called. I have talked to approximately 8 people at One Source. I was told if I cancelled the order on it could take 6 to 8 weeks to be processed on my VISA credit card. I was hung up on by a SUPERVISOR at One Source. I have talked to two sales associates at the Sears store, I have talked to the MANAGER and was told it was a problem for the installers and the district manager would contact me. I have received a phone call from the original installer who told me he couldn't pick up unit and install it until next week. He would try and get someone else who might come sooner. I have heared zip from anyone. I have spent over 1000.00 at this store in the last month. I have made a trip to the store twice, I have been on the phone for close to 3 hours with One source, the installers, and the Sears store. I have spent 2 full days waiting for someone to install a dishwasher that hasn't been delivered, and have become physically ill from the frustation and anguish caused by your company. So much for "satisfaction guaranteed" as stated on my paper work. I have spent my last penny at Sears and encourage everyone I know (and don't know!) to spend your hard earned money somewhere else. Several people I have dealt with have confirmed this sort of treatment of customers by Sears is not uncommon. I really doubt I will receive any response because I too believe from experience Sears couldn't care less. | |
| Sheryl Turner | 6/17/10 |
| I bought a carrier ac/heatpump from Sears in 2003. We have had to call the service dept every year atleast 2 times or more to repair this unit. I just had to call again because the outside units fan motor is burned up for the second time. Since 2003 we have had the inside blower motor replaced, the evaporator coil, the fan motor outside, some wiring replaced and now the fan motor again. I am furious about this. I have called every office and phone number I can find to complain about this with no satisfaction. I will never purchase anything from sears again. My Husband & I had sears install the complete ac system in our new first home. What a mistake this was. They have spent thousands of dollars in service calls & parts for this unit. I want a new unit, but they keep telling me there is nothing they can do about it. I dispise this place and hope someone from the corporate office reads all these stories and tries to save them before the store goes completely under...or not. I really hope they go out of business soon. They do not deserve to sell to our public anymore. Sears is a rip off and anyone that works in their corporate office are liars and thieves. | |
| Anna Marie Gallo | 6/18/10 |
| Get this people. We paid our bill in full. $6,400 and something dollars. Only for them to have collection agencies call us for late fees!!!! Yes late fees and interest charges. After speaking with several people at the wonderful sears 800 numbers, I got that we owed 3 different amounts?>!!! confused well so am I. I will never shop sears again. And I am contacting an attorney tomorrow. Rolland, Jessica, and Maria are the people I spoke with. No phone manners at all!!!! Then I called the Corporate Headquarters only to find out that they don't deal with the credit card end of it?? Hello you are Corporate Headquarters, aren't you suppose to deal with everthing!!!! Pissed just alittle. Never will I set foot in Sears!!!! I am also calling the attorney generals office and maybe the new in my area!!!!! | |
| TERESA TOMASSETTI | 6/21/10 |
| I PURCHASED A KENMORE WATER HEATER JUNE 2, 2009. ON AUGUST 14, 2009 IT HAD TO BE SERVICED AND ALREADY STARTED SHOWING RUST. IT WAS REPAIRED WITH THE STATEMENT THAT IT HAD NOT BEEN INSTALLED CORRECTLY. JUNE 10, 2010 THE WATER TANK SHOWED A LOT OF RUST AND WAS LEAKING AT THE CONNECTIONS. SEARS REPAIR PERSON WOULD NOT FIX IT BECAUSE HE SAID IT WASN'T THEIR PROBLEM. I HAD A REPUTABLE PLUMBING COMPANY COME TO LOOK AT IT. THEY INFORMED ME THAT IT HAD BEEN INSTALLED INCORRECTLY AND HAD TOO MANY CONNECTIONS. NOW NOBODY IS FIXING THIS LEMON OF A WATER TANK. I WAS ASKED ABOUT THE PERMIT AND INSPECTION. I CONTACTED THE CITY OF CANTON, OH AND SEARS NEVER PULLED A PERMIT FOR THIS INSTALLATION. THIS IS CONSIDERED FRAUD. I CALLED THE 800 NUMBER FOR HELP 3 TIMES NOW. THE LAST PERSON I SPOKE WITH TALKED SO FAST AND WAS VERY IMPERSONAL. HE DIDN'T CARE ABOUT MY PROBLEM ONLY THAT HE HAS A LOT OF PEOPLE AHEAD OF ME. NOW WHAT? I'M RETIRED AND ON A FIXED INCOME. SEARS IS A JOKE. | |
| Lettie Sierra | 6/21/10 |
| Hello I wanted to complain about how bad the customer service is here, I was in there yesterday exchanging something and the lady was very rude her name was Isabel i went to the sears in Inland center mall in san bernardino, she raised her voice at me and kept twisting her mouth like i was an idiot, i did not appreciate this sort of attitude im very upset because even when i said i wanted to speak to her superviser she just smiled like whatever, I will not be returning here, and i will spread the word about the type of customer service your company has thank you. | |
| R. C. Daniels | 6/22/10 |
| I called Sears for My Home to have the Air Conditioning unit service, this is something that I usually do once a year before the Summer begins here in Atlanta. Sears For My Home has service this Air Conditioning unit for the pass three years. It's working, but the Summer is coming I want to make sure it's operating at it best. I called on May 14, 2010 made the appointment for Friday, May 21, 2010. Received a call the Thursday before, confirming that the technician will be at the house between 10:00 a.m. to 1:00 p.m. Friday morning at 9:00 a.m. I get a call from Sears For My Home informing me that the Technician "called in sick", and that I would have to reschedule. Didn't think nothing of it, so I said the following Friday, May 28, 2010 the same time. They scheduled it. Received a call the day before, Thursday, May 27, 2010 confirming that the technician will arrive at the agreed time 10:00 a.m. to 1:00 p.m. Friday morning 9:30 a.m. received a call advising that the technician "called in sick" I said "wait a minute, you only have the one technician?" the operator continues with her script, "the next available appointment will be Wednesday, June 9, 2010" at this point I'm getting angry because this operator is not answering my questions, I tell her that Fridays are better for me since I'm off work on Fridays, the operator says "she's sorry the technician getting sick inconvenience me" I'm like wait a minute I taught I was the customer; I'm not understanding why I'm been put off like this. So I said fine, schedule the service for Wednesday, June 9, 2010. Now mind you that Friday, May 28, 2010 is the beginning to Memorial Day weekend, and that Wednesday, June 9, 2010 is two weeks away. Now I have to schedule time off from work to be available for this terchnician to come to my home. fast forward two week pass, and Wednesday, June 9, arrives, the technician was an hour late. Didn't receive a call from the technician or anything, he arrives and advises that there are two parts that needs to be replace, now he will have to place the order, and once they arrive at my house, I'll have to schedule an appointment for them to come out and fix it. I'm looking at this guy like you have got to be kidding me? I ask him how long will this take he say a week. So again I said, "Fine, order the parts. AS of now three weeks have gone by, the parts arrive in two shipments, one on Thursday, June 17, 2010 and the other on Friday, June 18, 2010. I called Sears For My Home get a recorded message that they have scheduled an appointment for Saturday, June 19, 2010 for 10:00 a.m. to 1:00 p.m. again I have to make arrangements to be available for the technician to arrive, I get a call Saturday morning at 9:30 a.m. to advise that the technician "called in sick and they would have to reschedule". Now I'm Mad, twice I've had to make arrangements to be at my home, for this "sickly" technician, and twice Sears For My Home has called at the last minute to reschedule. I asked to speak to a manager or Supervisor, and I get out on hold, the man that finally answered the phone informed me that he would take my complaint, but there was nothing that he could do; the technician was overbooked. So I asked him why would they say he "called in sick" if you all overbooked his appointments? Is there just one guy? This doesn't make any kind of sense to me, and the operator didn't answer any of my concerns, just stuck with the script. Fine,since they had already rescheduled the appointment for Tuesday, June 22, 2010. I asked him for the Corporate office tlelphone number he said he could give me the address, there wasn't a phone. I took the address, and they advised me that the technician will arrive on Tuesday, June 22, 2010. Well Today is Tuesday, July 22, 2010 and again I received a call from Sears For My Home that the technician was overbooked and would have to reschedule. At least this time they didn't lie. The next available appointment would be Wednesday, July 7, 2010. I told the technician to forget it I done with being treated this way. Sears For My Home you should be proud of the way your operators stick to the script, and for the lack of customer service they provide. I don't know what kind of Mickey Mouse operation you all are running, wait can't call it that Disney land alone is way better than this company. | |
| Ken-"less" Buyer | 8/23/10 |
| On 8/11/10 I purchased a Kenmore Dryer. Since that time I have been treated like a second-class citizen, lied to, and laughed at by Sears Sale Representatives, Concord Pike, Delaware. Long story short: purchased item on line, at a discount; confirmed sales completion; attempted to take deivery; was sent on a goose-chase; discriminated against and disrespected; ; and finally told to accept nothing. I never received the merchandise. After reading several of the complaints by other Sears customers, I am feeling blessed. The unfortunate part, is that I will probably will probably make a lawyer rich and cause a media feeding frenzie, before a resolution is obtained. Here's the punch-line: this was over less than (by my research)$80. | |
| Melinda H. Clark | 8/23/10 |
| Today, 8/23/10, I entered the Battle Creek, MI between the hours of 3:00pm and 4:00pm, to purchase a sewing machine table. I managed to find, on my own, a catalog listing the various machine tables. After finding the table I wanted, I looked around for a sales person to help me. I walked down the isle saw a saleslady, but she went to a couple that enter the store after me. So I continued down the isle again, saw a salesman he saw me and he started to turn away until I approached him and ask if he worked in the store. His response "hummmm ugh" in a very rude unprofessional tone. I paused thought about his response and his attitude, and said "you know never mind" I also enquired about the number of this store, and he asked do you want the phone number too. I replied no thank I have the number I'll need. Not only did the store loose a $700.00 sale, but I will never shop in that store again. And will discuss what happened to me to all who will listen. Quality service is a lost custom in today's workplace. | |
| Gary Maurer | 8/27/10 |
| To whom it may concern; I know that in the 50s a person could buy a house in a kit form then assemble it on the building lot. Well it is not a house I am interested in, but the car that Sears could order for a person. the car was the Henery "J". I was wondering if maybe some where in some warehouse there might be one covered up with boxes and such. I am a retired mechanic of 33 years and I would like to build one Henery "J" to have something different from the other clasic cars. In fact, there is one man that I see on TV now and again and he has made one fast and different looking drag racer for himself. This is something my wife and I would enjoy doing. 4 years ago we built a 1973 Dodge Charger for the short oval race tracks and we had alot of fun. If you think that just maybe someone in the Sears Family that might know where there is such a car, please let me know. Thank you for your time in advance, Gary Maurer.........mylababby@aol.com , that will put you in touch with me. | |
| Connie Tate | 8/28/10 |
| I will never buy from Sears. I am done with them. I have a 12 year warranty Kenmore Power Miser 12+ electric hot water heater. It is leaking, has damaged my carpet and pad now in the basement hall and adjacent bathroom. I've contacted the Sears 1-8004-MY-HOME # numerous times throughout the week trying to get this hot water tank replaced. Technician was scheduled this morning from 8 to noon. Yep sure enough tank is defective and leaking. I am appalled at the treatment I have received from the call center and being transferred from one dept. to another dept, told one thing, told another and lied to or not informed correctly. I was told the hot water tank would be replaced and my total installation charges would be $129.99 under the warranty. However, when I get called for setting up delivery of the tank to be replaced and installed by their installers, I'm told I would have to pay $289.99. I told them I was told $129.99. I'm told to call the 4 MY Home # back to get that verified and I'm transferred all around again and by the time I get to the fourth person, I'm in tears. I have a damaged carpet and pad now, no hot water for a week, and still not tank. I can't get a live person at the local store. They told me my options were to pick up the replacement tank at the store myself, pay $69.99 to have it delivered to me, or NO TANK AT ALL! Yet it is a warrantied item and they will not honor the $129.99 installation charge they told me was all I'd be charged now. I feel they should honor what they told me especially do to the hassle I've dealt with and the damages I have now in my basement carpet and pad. Sears has gone down to the tubes. They used to be a reputable customer service oriented company but they don't give a rat's ass about people anymore (customers nor their employees). I am done with Sears. I have nothing good to say about them to anyone. I'm reporting them to my local TV station with the situation I have right now with the hot water tank. And I will NEVER never shop at Sears again. I stopped shopping at KMart years ago because there prices are so high. Walmart beats them hands down on prices. But all my appliances will be bought from Lowe's or Home Depot from now on where I get treated properly and get warrantied items taken care of immediately. Sears, you are history. | |
| S. Robinson | 8/29/10 |
| I was online only moments ago ordering bras that were advertised at 9.99 on the website. The ad clearly says 50% off of 20.00, $9.99 plus 15% off due to a special. The price showed 8.43 until I hit checkout and the price jumped to 12.00! I contacted customer service who told me there was a mistake and the it dept had been made aware to correct it. I told them I would cancel my order (over $125) if they did not honor the advertised price. The rep quoted to me the terms and service agreement that sears has the right to cancel all orders based on price... are you serious!!??? I'm pretty sure that is some form of bait and switch. Advertise for one and raise the price during checkout?? Then when you are caught to say it is an error, but not offer anything to the consumer... I cancelled my order and will tell everyone I know how much Sears stinks. | |
| Barbara Hiatt | 6/24/10 |
| I went to Sears in St Peters,Mo.this afternoon to pay my bill and I can't get over how badly I was treated. I went to the registers in the hardware dept.because it was convenient to the entrance that I used and the store was dead,no customers that I could see,and not a soul at the registers.While I was standing there waiting for some help,THREE employees walked right by me carrying on a conversation like I wasn't even there and I stood for a few minutes and finally saw two more employees further down,no one came to assist me.I finally went to the aisle and waved my arms to get their attention and asked if anyone was working.One of the employees rudely told me he already had a customer and the other sauntered over and rudely asked me What I Needed.I told him I needed to pay my bill and from now on I'd be sure to mail it.He acted like he was doing me a favor by doing his job.All I wanted was a minute of someone's time to pay my bill and I ended up with snotty,rude attitude,when I actually,finally DID get waited on.There's no excuse for that kind of behavior and I will be taking my business elsewhere and intend to close my account.I have previously shopped at Sears for going on 30 years,but they have been going down hill for several years now,in their quality and the rude,disrespectful employees they hire.I'm done with Sears and any of their affiliates. | |
| Rosa Street Los Angeles, Calif | 6/24/10 |
| I called Sears on Friday June 18 to schedule an apointment to repair or replace my water heater. I informed the operator that the water heater was leaking. She said the soonest they can have a technician to check the problem would be Monday June 21. The tecnician arrived on Monday at 10:30 he check the water heater and said it was leaking and needed to be replaced. He also stated that he called in the request and another technician would be out to replace the water heater within 1 to 3 hours. At 2:00 I started to call to follow-up. I called Customer Service, the Installation Department, Water Heater HotLine and Special Handling Dept. All the operators could not give me any information on when my water heater was going to be installed. It is now Thursday June 24th at 8:38 PM, we have not received a call from Sears and we still do not have a water heater. Any contact with the above departments were initiated by me. Sears will NEVER get any of my business. I can not put into words how dissatified I am with their service and their lack of concern for their customers | |
| Dave Riley | 6/25/10 |
| On 5/25/10, I took my 2000 Ford Expedition to Sears Auto Repair Department to get a Alternator replaced at the Lithonia, GA at Stone Crest Mall location, in which I chose because of Sears nation-wide recognition. I stayed at Sears from approx. 10a until 5:30p until my wife got off from work so we could swap places and I could attend my 6pm class. I was charged $427.36 for the services in which I'm far from satisfied. When I received my vehicle 5/26/10, and my wife was told by the mechanic that 3 different alternators placed but the battery light wouldn't power-off, which maybe defected, if there's a problem to bring it back so the issue can be resolved. As my wife pulled up to our residence, the vehicle clunked out. I was briefed about the 12,000 mi warranty as I was paying for the service as the Alternator was being installed, but needless to say I didn't get 50 miles out of the service. I took into consideration that the issue may not have been isolated. I got my vehicle towed the next day to Sears. When I arrived and my vehicle was diagnosed the result was assumed to be a bad connection. When I asked what seems to be the problem, I was told the Diode was bad and that an attachment should’ve been sent as a set but it would need to be ordered. Sears had my vehicle for 3 weeks in which I called repeatedly for updates on the status. When I received my vehicle I was told from the store manager Ms. Juliette, per mechanic I may have electrical issues and that is out of the scope of services offered at Sears and briefed again about the 12,000mi warranty and that it was documented that the problem wasn’t the alternator due to attempts. I asked for a referral and was told I would have to seek that own my own because one wasn’t known. I was out of a vehicle for est. 3+weeks with incomplete service done. I got my truck towed from home to Aamco, which didn’t have room to service my truck, but I was referred to Olympic Tires, 6/22/10, and received my vehicle back on 6/23/10. The problem was the alternator in which I was misled from Sears due to negligence and lack of integrity. I took the alternator back to Sears and was refunded my money with no compensation of any kind. I’m very disappointed and feel this wrong should be made right. If you will, keep in mind that each tow was followed by a cab to my residence. The testing equipment at the Stone Crest location is poor and Ford technician needs to be certified… Dave Riley davidsc947@gmail.com | |
| Annonymous | 7/27/10 |
| Sears Auto Shop (Tracy, Ca.): I find it absolutely ridiculous that Noe can wait for jobs to come off the floor, take certain jobs, or take jobs from certain salespeople...while all the other techs have to take what gets posted as it gets posted. Then complains when HE must do what gets posted. The supervisor, John, likes this young man because he works fast...but his work is sub-par. His comebacks are high...and others are paying the price for it, since they aren't getting paid for the work they are doing to fix his mistakes. This is wrong...techs should be back-charged for their own comebacks. It's ironic that the employees are getting targetted in a manner that suggests that someone in the shop is throwing them under the bus...and then certain other employees are being advanced beyond their capabilities. I wonder what it will take for Sears to see the truth before their eyes...another vehicle falling off of the lift, like in Stockton? | |
| Linda Irrgang | 7/26/10 |
| Wow...I read all of the above & I realize that there is really no hope for getting my oven repaired..There isn't enough room here to detail the nightmare that I am going thru trying to get the oven working. It has NEVER worked and just Saturday the repairman was here and "fixed" it again and today is Monday and it doesn't work again.....Sears used to be a good company but I will NEVER buy a Sears product ever again. Someone told me that Martha Stewart took over Sears a few years again in a late minute takeover....well, if that is true, she sure did buy a real super LEMON!!!!! | |
| Josephine Restaino | 8/19/10 |
| Every time I call to have a person come out to reapair something, I get the run around first they give yoiu a two week date then two or three days before the date they call to change the date cause they don't have the man power? Then give me a refund on my payment! you can't give me the service then don't sell me the contract! I will stop buying from Sears from now on! | |
| Dr. James Stewart | 8/20/10 |
| Sears has now become a porn company. A company that used to contribute to the building up of our country has now begun to pull it down. I will never buy anything from Sears or Lands End again...this is a sad day as I have been a faithful customer for almost 30 years. However, this relationship ends today. | |
| Brad Abrams | 8/20/10 |
| To The CEO Bruce Johnson of sears i have tried every one that i could to get the refrigerator replaced and finally i got the people at sears to get a repair done when they just should have replaced the unit i am still trying to get the refrigerator replaced. It's now six years and today was the first day i was told about the escalation Department i have bin trying to get help getting this refrigerator replace every time i called sears the people in the department tell me that my warranty is out but never helped then in o7/08 the person got smart and had the Kenmore people get to cover the unit this was not help they spent 813.66 on parts and the valued repair was 1185.98 i have a receipt from the teak the truck was from sears and all i no is i just want you to contact Doreen id# 58960 at 1800-4790-6351 that she could get the hole look at what had happen. I just would like sears and Kenmore to pleas replace the refrigerator this unit has bin the worst nightmare when the warranty runs out its not over but that's all you get from the people that answer the phones at sears well can you pleas get me a new refrigerator delivered Brad Abrams dallas tx 75253 | |
| Hazel Epperson | 8/21/10 |
| My 84 year old neighbor bought a G.E. Fridge from Sears on June 2, 2010. On August 18, 2010 it stopped working. Sears offered to come and fix it on September 29th - 6 weeks from the call. When she explained her age - they said they would come on September 14th - 4 weeks from her call. This woman lives alone and is not able to go to the supermarket every day because she has no way to keep food cold. SHAME ON SEARS - that they would treat any customer that way - let alone an elderly one. I called the store for her, hoping to find some sympathetic person who would help, what was I thinking? This is wrong on so may levels, I cannot even describe how upsetting this is. She is making monthly payments from her Social Security check for something that does not work. She was so upset when they would not help her, she sat down and cried. ONCE AGAIN - SHAME ON SEARS!!!!!!!!! | |
| Rich O. / Valparaiso, IN | 7/29/10 |
| It goes on & on, doesn't it, ordered a tractor part that holds the deck on. Suppose to be deliveried in 3 - 5 days. Ordered 6/19, seven weeks later, still no part. No one can or will help you resolve the problem. Thier all at the mercy of inept organization. Mowing 2.5a by hand for 7 wks certainly doesn't make for good customer relations. | |
| Olga Bautista | 7/30/10 |
| In May I was told that a cooking range would be delivered and I was given the delivery date. Four damaged ranges later no stove. I was cooking on a camp stove. In the process of these deliveries my sofa was hit when taking the range back out to the truck. Two cuts were now on a $4,000 set of Italian leather couches. I finally got someone at corporate and I received my range two weeks later with a upgrade. Thank you for that. I still cannot get someone to taken reponsibility for the damaged couch. I call and talk to a different person each time. Each person promises to send some within two days. Then I call again and no one knows anything. This has been going on May. I grew up in a home whose parents bought everything from Sears. I bought all my appliances from Sears and have never had these types of issues. Oh by the way two days ago a delivery truck showed up at my door to deliver another range after we had answered their calls to tell them we already had our range. Maybe I should of kept it to try and offset the damages to my couch. If they do not take care of this I will never deal with Sears again. | |
| Applegate | 7/30/10 |
| My husband and I own a Kenmore Refrigerator that I am trying to have maintainced for the past six weeks, and our appointment has been re-scheduled 4 times. Each of these 4 times we have been told that the technician is either overbooked or has called in sick, or is not available. They went as far as telling me the technician has called in sick two hours after he was suppose to be at the house in there 8-12 window that they give you, and after I called customer service to inquire that he was stil coming and they confirmed and told me that I had two other customers ahead of me. The Seas Customer Repair Department needs more than a re-vamp, they need to learn that in this business, you better please the customer or you wont have any. Extremely disappointed and disgusted. Will never purchase another appliance from Sears due to the lack of Customer Repair Service. | |
| Eric Shoemaker | 7/30/10 |
| I have purchased many Kenmore appliances from Sears over the years, but will NEVER again after dealing with your service department for my Kenmore-Bosch dishwasher. I have just had to cancell the 3rd service call for my dishwasher due to the service tech not being on time and I had prior commitments and couldn't wait past my 4 hour window. My dishwasher hasn't worked properly for over 3 weeks, and I'm not happy.after spending $129.00 for the first call. The second call the service tech was in my house 5 minutes and thought he had a new diagnosis, but it wasn't correct. I called the next day, and was told I had to wait a week for a recall, which would be between 12& 4 on 7/30. At 3:40 the tech called and in formed me he wouldn't be able to make till at least 6 pm. This is also the second time your techs had no record of my call and said I would need to pay for the call? Lousy record keeping. I have been in the HVAC business for over 25 years ,and if the company I work for EVER treated customers like the way Sears does, they would be out of business. I am taking this complaint to every agency possible. I would expect a response in the form of a phone call or email as soon as possible, or I will continue to make phone calls to your corporate office I can be reached at eric4049@ptd.net, and I can give you my personal onformation | |
| polly weisberger | 8/2/10 |
| I purchased a Kenmore refrigerator last July 2009. It has not work since June 2010. I called to set a repair appt. The soonest sears could come was July 22nd. I waited all day on the 22nd and no one showed. I called sears back and was told the tech did not show for work and no one bothered to call me. I spent the rest of the day trying to reschedule and left messages for Tom the service supervisor . He could not be bothered to return my messages. Today Aug 2nd was the soonest they could schedule me. I called and am waiting only to be told I was on the schedule but no tech had been assigned to my job!! I have spoken to corporate and they have refused to call and find out when the tech will be able to get here. THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. LOEWES AT LEAST GIVES A LOANER FRIDGE. I HAVE BEEN WITHOUT A REFRIGERATOR FOR A MONTH NOW AND IT WAS BOUGHT NEW!! | |
| Kym Tormey | 8/3/10 |
| On 8/2/10, I scheduled a repair call on-line with Sears for a dryer repair. I received a confirmation e-mail stating that they would be at my home on 8/3 between 8am and 12pm. When they didn't show up by 2:30pm, I called the service hotline. They informed me that someone called my house and reported that there was no answer but they left a message saying that they had to re-schedule the appointment. It turned out that they did not call the number that I gave them, which was also confirmed as a contact on their verification e-mail. They were calling an old number that they had on file with my name. There was not one person in the three departments that I was transferred to that could help me in any way. My husband had to lose a days pay and if we wanted their services, would have to take another entire day off because they could only give me a 4 hour window rather than make me the first repair on their list. My question - what kind of customer service is this? Does Sears not place any importance on relationships??? I can tell you that I will NEVER buy from them again, nor will any of our family members. In this economy, one cannot afford to lose a days pay. Sears refused to even take money off of the serivce call, so what are they losing by not keeping up their end of an agreement? NOTHING... unless they lose me as a customer. I typically buy school clothes, appliances and christmas gifts in Sears. NEVER AGAIN!!! I will only deal with companies that value my business and Sears has been quite clear that they do not care about it!!! | |
| Helen Ann DiPreta | 8/4/10 |
| If I could have put a "0" in your rating regarding your Rebate Program I would have done so. I purchased box spring and mattress on 6/28/10 and was eligible for $75 rebate, which would take the place of "free shipping and handling". Box spring was damaged and replaced. I was approved and then approval was revoked because I "returned" an item. The item was returned, but replaced as well - making it even in my mind. Phone calls and a store visit have resulted in my still being ineligible for the rebate. The sales check numbers are: 025240824157 for original purchase; 025248625445 for return and replacement. If you require copies of all the e-mails and the sales receipts, I will be happy to oblige. The rebate program was H100122. This is the second time I have had an extremely trying time with obtaining a rebate. The first time was a store clerk error, which amounted to me spending an inordinate amount of time trying to straighten it out. A supervisor in the local store finally resolved it for me. I am beginning to believe this Rebate system is nothing but a fraud. | |
| Yvonne Sanchez | 8/5/10 |
| I live in Webster,TX and I took my son along with my in-laws and my husband to the Baybrook Mall Sear's protraits and they wer very rude to us and gave us the wrong prices and then told us a whole different price once we were done. Then we left and my mom went to pick up the pictures since she wasn't able to go for the session and while she was there, the manager of the studio was talking about my mother in law and told my mom a very bad racial thing about my mother in law. I will never go back to that protrait studio ever again. | |
| A. Norbut | 8/9/10 |
| Earlier this year I purchased a refrigerator and stove from Sears. I called for service on the refrigerator back in early June and set up a repair appointment for Saturday July 24th (almost a month after my call, which was the first availalbe Saturday appointment). Sears service department then called me the day before and cancelled my scheduled appointment apparently due to a technician on being in the area that day. Since the cancellation of my appointment I have made several attempts to reschedule this appointment around my work schedule, but any day that works for my schedule is not ever available with the service department. I just called today to try to arrange to reschedule this appointment for either Saturday 8/21, 9/24 or Friday 9/17/10 and was told that the dates are not available and if I wish to try to schedule for 9/17/10 that I would have to call back next week since that schedule is not available yet. I have spent so much time and effort in trying to reschedule this appointment it's ridiculous. Sears service is absolutely terrible, they need to focus more on customer satisfaction and accomodation. I do not plan on purchasing any appliances from Sears in the future nor would I recommend it to anyone else. | |
| T. Marshall | 8/9/10 |
| After spending over 2500.00 at Sears plus delivery charges .We were treated very bad and still do not have the items we order. We paid for delivery of a f Fridgerator,stove and dishwasher we were given a delivery date of 8-6-10. We paid for items on 8-1-10,We had contractor waiting to install they were never delived ,Then we went to the bowie md. office in which we bought item they assured us we will recieve 8-9-10 we had contractor waiting to install in which we have to paid license plummers to come out again we never recieved the manger promise to call back, Whenever recieve his call we will cancel order Sears has horrible customer service. I WILL BE SURE NEVER TO SPEND MY MONEY AT SEARS AGAIN. Not only that they have the nerve not to anwser their phone if you don't believe me call (301-809-5000)I GUARANTEE YOU WILL NOT GET A Answer. Be sure to ask for large appliances, They not busy go into the store they just standing around. ONE THING I LEARNED IS GO TO THE TOP YOU WILL FIND OUT THE REAL PROBLEM THE MANGER DON'T CARE SO THE EMPLOYEE FOLLOW DON'T GO TO SEARS IN BOWIE NEW TOWN CENTER IT HORRIBLE. | |
| K. Santoro | 8/10/10 |
| Sears Repair Service was called in July 2010 because the Sears Kenmore Oasis washer was leaving black marks/spots/smudges on the clothing. • A technician came out on July 16, 2009. He indicated a new tub was needed. He ordered the part and scheduled a follow up appointment on July 23, 2010. • On July 23, no one showed up. I called service and was told the appointment that the technician schedule was not a “true appointment” and that is was only a “pre-appointment” although my receipt with the ordered part number stated a return date of July 23rd. • On July 30, the technician arrived and replaced tub. He said it was ok to use machine but 3 more parts needed to be ordered. Another appointment was scheduled for August 6. • I used the machine on August 1st to no avail. The washer would not drain the water and I ended up having to hand ring-out the clothes and bail most of the water from the machine by hand. The machine is now showing an “LD” code. • The 3 parts arrived on August 4th. However, again, no technician arrived on August 6th. I called service and they gave me yet another appointment for August 9th. • August 9th - again, no technician arrived. I was on the phone no less than 2 hours on August 9th trying to straighten this mess out. I have now been given an appt on Tuesday, August 10th. I was told that I would be reimbursed $100 for 4 weeks of a non functioning washer (maximum laundry reimbursement). However, I still have a non functioning washer. I even offered to have a 3rd party come and repair the machine but was told that Sears would not reimburse a 3rd party. I was also offered reimbursement for a “rental washer” but I would have to pay to have it hooked up– Seriously? Where in the heck would I install yet another washer? I have now been without a functioning washer for 5 weeks. I’ve spent money to have clothes laundered, I have taken off 5 days from work to wait for repair people, and my children are sharing their “summer adventure” tales of waiting the Sears Repairman in their summer essays. What about Sears’ motto…”we fix it right the first time”???? STAY AWAY FROM SEARS!!!! | |
| F. Jonas | 8/10/10 |
| I just got off the phone for 1 hr and 16 min. 34 sec. with Sears. What a DAMM run around. I took off work again to get my riding lawn mower fixed. The call me 30 minutes after he is supposed to be here and said he has called in sick. He is the only service tech. in San Antonio. I can not believe this. First lets start from the top. June 24, 2010 came to fix mower, had no belts on the vehicle. Ordered belts received two weeks later. Three weeks later I call to find out when there coming to fix mower. The lady tells me we have schedule you for Aug 10. (wow that would have been nice to know. I take off work again, and then they don't show up. I tell them thats unacceptable send someone else out. THey say "No" I get transferred 8 times "yes" and no one can speak to each other every time you phone number and name and "Its a pleasure serving you and how may I help you. They don't give a %^%$% about you.Then they promise me a 6 month extension on my service contract since it expired during this feasco. Then they call me back and say "oh, I have to take that back we can not give you that. I ask for a used lawn mower to mow my 2 1/2 acres they say no. I said you have a service center less than 15 minutes from my house can I just borrow one. "No". I said will you pay the mowing bills I have to pay since June 24, once again "No".Then they said we can give you 10% off of a new product "no". Then they said you can have a 6 month extension on your mower, and rescheduled I finally said "ok". They then called me back and said no we can not give that to you unless you renew your warranty.Wow that was from Customer resolutions, wow Sears has really gone down hill from how they used to be. "WE FIX IT RIGHT THE FIRST TIME" YA RIGHT STAY AWAY FROM SEARS. Then I found out from the technican that I really never bought a Husgavarna it really is a sears mower just using there name and paint color. Wow lying, deceatful what a company. Sorry about spelling typing fast. | |
| Norman Campbell | 8/10/10 |
| I have use sears for the last time I never seen such a poor store | |
| Michael J. DeCarlo | 8/11/10 |
| My story's the same. If that's the way Sears treats customers, I'm out of here! One time shame on me; two times shame on you. | |
| L. Young | 8/17/10 |
| While shopping at Sears in Westminster, CO. I discovered the advertising over the intercom was all in Spanish and not repeated in English. Do you not realize this is America and not Mexico? Everything we see in packages, is also printed in Spanish. Why not have it printed in French, German or Latin? I felt insulted as I listened to the messages & couldn't understand them. Please tell me why this is your practice. | |
| Virginia Rowe | 8/11/10 |
| We purchased a Kenmore Air Conditioner Model # 580.76129300 from Sears in 2003. We used it at a Lake House for probably 5 months total in 7 years. The digital control pad went out and would not turn on. The part #6871A20319C that is normally used was discontinued and a new control RFR-CGI replaced it. The new control is $149.00 for an Air Conditioner that cost around $350.00. Obviously the control was flawed and had to be replaced and yet you have the audacity to charge such an outrageous amount. Sears should have corrected their design flaw for free. This part also has to be ordered by a technician that must come to the residence For $100.00 Labor charge. So now we are up to $250.00. Spoke with Supervisor she concurred this is the cheapest they can sell this part for. Rather trash the Air Conditioner then give Sears another penny. | |
| Gabe A | 8/11/10 |
| Sears Repair Department is absolutely the worst I have ever dealt with. I have been waiting for 2 weeks for them to come and repair a belt on a washing machine in our home. I have rescheduled 3 times already and each time it is between 10-2 pm but they never come nor do they ever call to let me know it has been rescheduled. Only after calling Sears back do we learn that they had to reschedule due to timing conflicts. I have a life and cannot begin to tell you the opportunity cost of my time that has been lost for this repair effort nor the additional laundromat fees. I only hope other consumers take SERIOUS precautions prior to buying ANYTHING from Sears in the future. I will definitely never ever go back to them again. | |
| charles flick | 8/12/10 |
| you must have soo many complaints about the tire center at sears Naples fl. I have been there 3 times to purchase and the last time i said I would never go back. well the tire i wanted was $90.00 cheaper at sears so I sucked it up and went back. the service was so bad that i decided to go to tire kingdom and spend $200.00 more because it really is that bad. I would rather be in jaail then wait in that stor again for a no help employee that spends more time on the phone then working | |
| Teresa | 8/15/10 |
| No STAR! I put in a layaway for a tv paid up to $726 the lawaway was canceled because it was no longer avalible on 7/25 i still have not recieved my refund. I've called coorporate iv been to the store who told me to call in teh first place just to have coorporate tell me to go to the store. i dont know who gone find my money but if you have any suggestions beforw i end up on the news please suggest | |
| F. Mazziotta | 8/6/10 |
| As our story is not yet complete, like many of you we have been life long SEARS customers. Our ongoing saga is a (not yet 2 years old) refrigerator. We waited for service, then had to wait for a compressor (1 day), then had to wait for service (7 days AFTER the compressor replacement arrived) to put the compressor in our refrigerator, service was completed 8/4/10, it is now 8/6/10 and the refrigerator has failed a second time. We are now back where we started waiting for service, which is scheduled 8/12. As most folks turn to the Better Business Bureau to check out a company, we will turn to them and file a complaint. This will ensure that if ANYONE does check, at least our complaint will be available. Any further action (option for small claims court) remains to be determined. We, like many of you, have reconsidered any future business with SEARS. | |
| ATRUSKOSKI | 8/6/10 |
| I AM SO ANGRY I JUST SPENT THE WHOLE DAY WAITING FOR SEARS REPAIR SERVICE TODAY AFTER CALLING THE DISPATCH OFFICE I WAS TOLD THAT THE TECH SHOULD BE THERE BUT SHE WOULD CALL HIM AND GET BACK TO ME .SHE NEVER CALLED SO I WAS FORCED TO DIAL 1-800-4MY-HOME AFTER 45 MINUTES AND 4 PEOPLE LATER I WAS TOLD THAT THE TECH WAS OVER BOOKED AND WOULD NEED TO RESCHEDULE THE SOONEST DATE IS ONE WEEK FROM NOW .TO TOP IT ALL OFF WHEN I LISTENED TO THEANSWERING MACHINE AT MY OTHER HOUSE THAT THEY KNEW THEY COULDANT REACH ME AT THEY HAD CALLED HOURS AHEAD OF TIME TO SAY THE REPAIR TECH FORGOT THE PARTS!THE RIGHT HAND HAS NO CLUE WHAT THE LEFT IS DOING IFYOUR GOING TO BS AT LEAST GET YOUR LIES STRAIGHT. THE REFRIGERATOR I AM HAVING SERVICED WAS PURCHASED IN AUGUST OF 09 AND IS UNDER WARRANTY THE TECH THAT DIAGNOSED IT SAID HE HAD NEVER SEEN A FIRDGE THAT NEEDS SO MANY PARTS. THE PARTS ORDERED WERE THE COMPRESSOR THE CONDENSOR AND THE COOLING UNIT HE SAID THEY WANT HIM TO RETROFIT A NEW COPPER CLAD STEEL LINE WHICH WOULD ABANDOND THE OLD LINE AND DRILL A HOLE IN THE BACK OF THE FREEZER AND RUN A NEW LINE.HE WAS SURPRISED THAT THEY WOULD NOT REPLACE THE UNIT SEEING THE TOTAL COST WAS DOUBLE THE VALUE OF THE UNIT.BUT I UNDERSTAND THAT THE VENDOR THAT MAKES THE PARTS WILL SUPPLY NEW PARTS FREE TO SEARS AND SEARS WILL MAKE THEM EAT THE LABOR AND PARTS BEACAUSE IF THEY REFUSE THE MANUFACTURE OF THE UNIT WILL BUY PARTS FROM ANOTHER VENDOR .THAT DOESANT HELP ME AT ALL OR ANY OF THE PEOPLE ON THIS COMPLAINT ROSTER.I THINK A CLASS ACTION LAW SUIT MIGHT DO THE TRICK BY THE LOOKS OF THIS ROSTER THERE ARE ALOT OF PROBLEMS WITH THE UNITS SOLD BUT MOSTLY THE SERVICE END. I DEAL WITH A LOCALLY OWNED SEARS AND THE OWNER IS A REALLY NICE GUY I HAVE BOUGHT SO MANY ITEMS AND MOST HAVE BEEN GOOD SO WHEN THEY LOOK UP YOU ACCOUNT BY YOUR PHONE NUMBER AND SEE 5 PAGES OF APPLIANCES IN 10 YEARS YOU THINK IF THE LOCAL SEARS GUYS VALUE ME THAN SO SHOULD CORPRATE ! ALL I WANT IS A NEW FRIDGE PLEASE MAKE IT HAPPEN IM SURE MY LOCAL GUYS WOULD NOT LIKE THE BAD PRESS THAT IS COMING THEIR WAY AND I HATE TO DO IT TO THEM BUT SOMETHING MUST BE DONE! ESPECIALLY AFTER SEEING SO MANY UNHAPPY CUSTOMERS .IF SEARS READS THIS AND DECIDES THEY WANT TO CONTACT ME THEY CAN E- MAIL ATRUSKOSKI@CHARTER.NET. PS WHEN I MENTIONED REIMBURSMENT FOR MY MISSED WORK THEY LAUGHED ! | |
| Amy Hancock | 8/8/10 |
| After purchasing all new appliance from Sears in Redding, Ca I am annoyed to say the least at the 5 service calls I have had to make in order to get my stove to use the clean feature- After 40 minutes it shuts down. 2 of the repair men say it is a fire hazard. The components in the back of the stove are burned...Will it take my house catching fire to get corporate to deal with this! I am now on my sixth service call! They have spent more money on the parts than the stove is worth. I keep asking for a replacment, but they say they can't. | |
| Nancy Larson | 6/25/10 |
| WOW! So many of these reviews sound just like my extremely poor service from Sears! I wonder if any of these people hear from Sears Corporate HQ? I've spent way too much time and energy dealing with Sears One source trying to get a 2 month old refrigerator repaired. The service technician was at my home yesterday, and told me that Yes, the LG refrigerator was defective and that it will be replaced. He handed me a receipt and told me I will be getting an email notice confirming the replacement order. Well, that email confirmation never happened, and after explaining my situation to 6 different Sears employees over the phone, the story just goes down hill. It seems as if online orders from Sear.com are completely different from Sears. They keep transferring me to a different department. Way too much run around. Poor phone reception, lots of background noise and their computers malfunctioning. I'll call LG directly, and let them know how poorly Sears handles their warranty service! I've been a Sears customer for 30yrs. I watched a great program on CNBC cable channel about the history of Sears Roebuck. Sears is no longer what it used to be. SAD! | |
| Ryan Connor | 6/25/10 |
| San Antonio Texas, My grandparents went to Sears Outlet to get a washer and dryer. They had wanted it delivered. They talked to them about someone on the outside delivering it for them. The sales person called some guy and asked it he could deliver it that day. The guy is a contracter and does not work for Sears. He said he could deliver the next morning. The sales person gave my grandpa the phone number to call the man to make sure they had the correct time. The so called delivery man never answered his phone. My grandfather called at least 5 times and the man never answered or delivered his merchandise so he had to make other arrangements. I have no idea where you people get your help for delivering but you need to get reliable people. If you have other people delivering make sure it is a real business and not some guy working whenever he feels like it. My family had been going to Sears for years but this is the last time we will ever buy anything that needs delivery. Sears Outlet is a joke. The so called delivery man never answers his phone. Get RELIABLE people for deliverys | |
| Judy Meadows | 6/26/10 |
| My Kenmore Side by Side Refrigerator/Freezer quit making ice. When we opened the door of the freezer, all my items were defrosting. Then the refrigerator did not cool. I call 1-800-4myhome and they scheduled a service call for today 6/26/10 between 1 & 5pm and never said anything to me about forcing the ticket or explaining that it could be cancelled. About 1 hour later, Sears called (which I thought was to confirm the appointment which the customer service rep said I'd be getting) only to be told that there was no technician that could come out today. The earliest they would be able to schedule me was on THURSDAY! This is SATURDAY! What do you expect people to do without refrigeration?? Everyone of your employees said that they couldn't live without it, but you expect your customers that are paying your incomes to wait??? I called and talked to Mary from Sears Customer Solutions and she was no help at all! I have bought all of my appliances and just about everything else from Sears and I can't believe you would treat your customers like this! I can't afford to go out and buy new food or eat out, as I am on unemployment and was told that you would not even reimburse for our loss! We are having over 100 degree weather and we need refrigeration now! Not a week later. I would like a reply today and want to know what you are going to do about this situation! | |
| Cindy Mahaffey | 7/27/10 |
| Wow, I am sorry for everyone who got taken in by Sears ads saying that they care and their name splashed all over the charity events. It is good, however, to know that I am not alone. My warranty company scheduled Sears to come out to my home to fix my Refrigerator. The Tech who came out took my icemaker mechanism apart. He broke the plastic piece that dispenses the water and did not even tell me. I discovered that after he left. He ordered parts. I called for a service appointment and when the day of the appointment came, I called to check on it. They had cancelled it without so much as a phone call to me. There was no getting past the ignorance of the customer service department so I just had to reschedule. My warranty company, 2-10,(that is another letter!!) decided that they weren't paying for any of this. Finally a Sears tech came out and said that the guy before had not ordered all of the parts I needed. He ordered them and I paid him the full price for everything. The parts came in all but one but after a month and a half, I am tired of waiting on it. I scheduled service between 8 and noon last Saturday. He did not show up. I called and was told he was trying to contact me right then so we had to hang up. Aren't they clever. He did not call. 30 minutes later my husband called and was told the same thing. He called them on that one and asked for a supervisor. I was on hold for 45 minutes for a supervisor who never bothered to pick up and truly probably does not even exist. If I ran this huge company, I would fire very single one of the Customer Service Reps and get someone who can actually be honest and do their job. At 3:30 we got a call from the tech that he was going to head our way. If there had been communication from the start, we might have been able to be there. I called to reschedule again and asked for a Tuesday or a Thursday because that is when I could be there. She scheduled me for Auguest 4th--get out your calendar and have a good laugh. They don't even know their days of the week. Anyway--2 months later, I still have a broken Refrigerator and probably no hope of getting it fixed anytime soon. Warning if anyone finds this web site. There are big companies out their who still do their jobs. SEARS is Definitely not one of them!! | |
| Pamela Grzasko | 6/27/10 |
| I have recently remodled my kitchen and ordered a slide in stove , refridgerator freezer on bottom , dishwasher , and microwave. Delivery was scheduled for april 15 with a window between 1and 4 .by 4:30 i called the 800 number . They tried to contact the delivery people and told me they would have them call me and tell me there est. time as they must be behind schedule . NO ONE called . Between 4;30 and 5;30 I called 5 times . 1st time no one called me back ,2nd no one called me back , 3rd was told flat tire on truck with no other answer, 4th told there building had collapsed , I asked to talk to a manager I was put on hold for 20 mins then disconnected, 5th Iasked to talk to a manager right off the bat and was once again put on hold 20 mins. and again disconnected. I was furious .I had 3 contractors waiting to install these . Iwent strait to the sears store. The manager was very good to me ,but he was not able to get any answers either. The store manager said he would try to find out the problem the next day. He called me at 11;00 the next day said the did have a building problem and a new date would be scheduled . and it was . The next week. The window was between 11;00 and 4;00 by 6;00 the last contractor was just starting to pull out of the driveway when the sears truck pulled up. This was the 2nd time the contractors waited also | |
| Maria Fiorillo | 6/27/10 |
| On June 9th I brought my Sears portable sewing machine (model 385.19010200)into your store at Cross Creek Mall in Fayetteville, NC for repairs (service order #89418771). I was told I would receive a call when it was ready. I was also told the machine would be shipped to Greensboro, NC for repairs and would be ready for pick-up on or before June 19th. On June 21, I called 1-800-4my-home and talked to Mary. She told me that according to her computer the machine was in transit. I called the same number later in the day and talked to Axel. He again told me the machine was in transit. Later the same day I called the same number again and talked to Adelaide. She also said according to her computer the machine was in transit. She tried to contact a service manager at the Cross Creek Mall. He was not available so she said she would leave him a message to contact me. Since I did not hear from anyone, on June 25th, I called the store where I had dropped off the machine and talked to James in the service department. I explained the problem I was having. He checked his computer and said it showed that the repair order had been canceled. He then tried locating the machine and could not find it. Since I had not canceled the order I asked to speak to a service manager. James told me he would have Rob, the service manager call me back. I never got a call back. On June 26th, I called the store again and was told Rob was on break. When I called back later no one answered. I am in the middle of doing a large quilting project and need my machine so I can finish this project on time. Please have some one contact me as soon as possible to let me know the status of my machine. | |
| Kim Cooley | 6/27/10 |
| On June 12th we called to get our Kenmore Central Air fixed, it stopped working and is still under warranty. We were given a repair appointment for June 21st. THe repairman arrived and said he needed to order a motor. He also said that our fan was working but was wearing out so he ordered that part also. He made an additional appointment for June 28th to put in the new parts. The technician said that at the 2nd appoint ment he could install the parts in 20 minutes or less. He said the AC unit would be able to run until then. On June 22, I came home from work, and the inside of our house was 96 degrees. We have been calling the repair service, customer service almost daily to have this fixed. On Wednesday, June 23, my husband spent 2 hours on the phone talking to different departments and being on hold with Sears. The final resolution of that call was a message from customer service and then a call back saying that we would have all parts and have the service technician at our house on Monday June 28. Saturday June 26 we received a call saying that Sears had overbooked there technicians and that we would have to reschedule to another date. My husband told them this was unacceptable and explained the situation. The person who called then said she understood and we would not have to reschedule. Sears would reschedule some one else and we could keep our appointment. We need some one here to install the new motor on out A/C unit ASAP. Our technician told us that if scheduling was a problem that we should tell them that the job would take 20 minutes or less. At this point the heat in Texas is a health issue for myself and my husband. Please have some one contact us on how we can remedy our A/C which is stll under full warranty. | |
| Elise Rasmussen | 6/29/10 |
| I have never had so many problems with a customer service/care department ever. After calling with a problem on a television with a purchased sears warranty my experience was a good one until the part I was told they were ordering to fix the problem never arrived. With the appointment time approaching for the instal of the new part I called back again (now a week and a half later) and they had no record of me. I was transferred from department to department only to have to start from the beginning every time I got transferred. Eventually, I was disconnected during a transfer only to have to call back again and start over yet again. I spent over 45 minuets between the 7 people I talked to most of which was on hold. The representatives cut me off in the middle of sentences, transferred me with out asking, after asking to no longer be transferred, and told my problem was not their fault. After having no luck over the phone I tried sending an email and was given a generic response to call customer service. How aggravating! Calling back I was not allowed to speak with a supervisor. The girl on the phone stated that the part had now been ordered and there was nothing she could do beyond that. I had to beg for a service appointment before the holiday weekend. I spent good money Sears and my time and money was not respected at all by Sears over the last 3 weeks. Needless to say I have told several friends and family members about my experience. After reading the other comments here and confirming that my experience was not a unique one, we will no longer be purchasing any of our major appliances or electronics ever again from this company. | |
| Laurie Block | 6/29/10 |
| We bought an air conditioner from Sears that has been nothing but a piece of crap. It has not worked properly since first installed. Then we have had to deal with local sub-trades to find service for the thing. They don't work on Rheem furnaces so we are left finding another sub trade. Meantime for the past year we've had service call after service call and the unit still doesn't work. It's always some excuse. I doubt that we've had a total of 15 days use out of the thing. I wish I had read some of the other horror stories on the internet before buying from Sears. Obviously I will never buy anything from them again. They don't stand behind their products at all. They are nothing but scammers, liars, and cheats. | |
| Linda Jesse | 6/29/10 |
| Sub-standard product and service. Complete scam, after at least 10 telephone conversations, 4-5 emails, no one at Sears has taken ownership of my issue with a lawnmower used 6 times and broken down twice now. Sears refused to replace it or refund my money because I bought it in December during the off season and they only honor 90 day refunds. Well, funny but I don't usually cut my grass during Dec. Jan. Feb. Mar or even April here in Chicago. So, I am out over $350.00 and have a mower that doesn't run more than 2 weeks at a time. To add insult to injury, the customer service clerks and manager at the repair center were the most arrogant people I have ever dealt with. I was interrogated on what I did to the mower, used bad gas, didn't maintain it properly....what is there to do with a mower the first 2-3 times you use it?? NO owners manual requires maintenace taken at 3rd use. Well it was repaired, Sears refused to state what was wrong with it the first time, it ran 3 weeks and has failed again. I have called the store manager where I bought it and after his multiple apologies (seems to be all they can do) he never called me back with a resolution. I do NOT want to keep this mower, who would? 2 failures in less than 30 days on a brand new machine? After 35 years of Kenmore and Craftsman in our home, we cut up our Sears card and will not be back. Sears must be filing for bankruptcy soon because this is the worst customer service I've ever seen. | |
| MARY SMITH-MOORE | 6/29/10 |
| I PURCHASED A RANGE AND A REFRIGERATOR AT THE SEARS OUTLET IN HOUSTON TEXAS IN MARCH,2010 THE DELIVERY DATE WAS SET FOR THE FOLLOWING FRIDAY BEFORE 5:00PM. AFTER 5:00PM HAD PASSED I CALLED THE STORE AND WAS TOLD THAT I WOULD BE GIVEN A DELIVERY TIME BETWEEN 7 & 9 PM DELIVERY OF APPLIANCES TO SOMEONE HOME AT 9:00PM IS TOTALLY UNACCEPTED. I SET UP DELIVERY AT TIME OF PURCHASE AND WAITED A WEEK FOR AN EARLY DELIVERY TIME. I CALLED AND CANCELLED THE ORDER. I WAS ASSURED THAT THE MONEY WOULD BE RETURNED TO MY CREDIT CARD IN 7 BUSINESS DAYS. I RECEIVED MY BILL IN APRIL AND THE CHARGES FROM SEARS WERE STILL ON THE BILL. I CALLED MY CREDIT CARD COMPANY AND PUT IT IN DISPUTE, ALLOWING SEARS MORE TIME TO CREDIT MY ACCOUNT. IT IS NOW JUNE AND THEY ARE STILL CHARGING ME FOR ITEMS THAT WERE CANCELLED AND NEVER DELIVERED. THIS IS FRAUD IN THE BOLDEST WAY. I SPOKE WITH A STORE SUPERVISOR AT THE TIME OF CANCELLATION AND HE ASSURED ME IT WAS CANCELLED. I KNOW HE CALLED THE DELIVERY FOLKS BECAUSE THEY NEVER ARRIVED AT THE 9:00PM HOUR. I'M SO SADDEN BY THIS, I'VE BOUGHT FROM SEARS FOR OVER FORTY YEARS. I NEVER THOUGHT THEY WOULD STOOP TO STEALING FROM CUSTOMERS. I WILL NEVER BUY ANYTHING FROM SEARS AGAIN, THAT MANAGER WAS ARROGANT AND I FELL LIKE THEY'RE DOING THIS ON PURPOSE TO HURT THE CUSTOMER FOR CANCELLING DUE TO THEIR MISTAKES SEARS MUST BE NEAR BANKRUPCY TO STOOP SO LOW, I'VE NEVER HAD SUCH BAD CUSTOMER SERVICE IN MY LIFE. | |
| Peter Corrado | 6/29/10 |
| I have purchased the following from you over the past 5 or so years -- 1 50 inch Panasonic plasma, 1 double oven, a kenmore gas grill, a dishwahser, a refirgerator and a washer and dryer. I even have a Sears credit card -- read my lips after dealing with your customer service I WILL NEVER NEVER NEVER BUY ANYTHING FROM YOU AGAIN -- YOUR LOSS. Congratulations | |
| Edwin Olsen | 6/30/10 |
| I have read the complaints listed above for May and June and recognize a common theme... disgraceful customer service. Maybe it's even worse than Dell Computer's current problems. We purchased a new kenmore dishwasher on June 21st. it was delivered and installed by a Sears subcontractor. However, it was broken and inoperable which would have been discovered had the installation team followed the 10 step installation proceedure which obviously, they ignored. Here it is June 30th and the broken machine is still in our kitchen even after 15 calls to various divisions of your customer service tear from Winter Park, FL to Austin, TX. WHAT DOES IT TAKE TO DELIVER A NEW MACHINE? I Sears so arrogant and complacent that they can afford to ignore their customer base??? If anyone reads these complaints (especially mine) please call, write or e-mail me. Consumer Reports has given the Kenmore Dishwasher a great review...you know, they read customer complaints as well as product praise. My e-mail is: ed@51dryden.com. | |
| Scott Gray | 6/30/10 |
| My parents washer went out.And they called the store and they gave them the custimer care number.they called customer care and they said they would send out a repair man. a week and two days later they showed up. he said i will half to order some partsand they will be here thursday. then they told them it would be two week before they could come and fix the washer. the washer is only five months old. And this is the second time they have work on it. i will never buy from sears again. | |
| Sandra MacArthur | 7/1/10 |
| I just finished making arrangements for a service call on my Kenmore Ref. The compressor was repalced less then 5 years ago at no charge as it was under warranty. I believe my present problem is with the replaced compressor. It has been less then 5 years for the replacement installation, no one could tell me if the replacement had a 5 year warranty. The service center could find no record of my service call even though I have the receipt and supplied Service Order Number. To tell you the truth I think I purchased a "lemon" as sometimes happens.....sometime company's will replace the merchandis, sometimes not, the buyer is "stuck". My email address is: macpark@newnorth.net | |
| ryan connor | 7/1/10 |
| i am extremely disapponted in the sears outlet in san antonio texas. i have no idea where you people get your contractors from to deliver appliances but the one you have there is a joke. it is vs appliance delivery. the people at sears promised that my granparents would get their washer and dryer the same day by this guy from vs appliance delivery. well the guy never called to verify and when we called he never answered the phone. the recording said his name is victor and he would get back to us. that has 2 days and still has not heard a word. we had to go back to the store and pick it up ourselves. the guy you people are using is very independable. we will never go back to that store because the that incident. and to whoever else is reading that do not ever use VS APPLIANCE DELIVERY in san antonio texas very bad. it is bad for your business even to be using him. i hope you will make some kind of changes because you are only going to keep losing busines because of him. we are very disappointed in sears outlet for using people like him | |
| STEPHANIE MELCHER/ Cheryl wilson | 7/1/10 |
| In August 2009 my 2 year old Kenmore refrigerator needed service. I called and made a repair appointment that was cancelled and rescheduled 3 times, in result I was without a refrigerator for over a month, as well as spending hundreds of dollars out of pocket for eating out and spoiled food...It finally took me going to my local Sears appliance department and having the manager Mr.West call and hang on the line with them for over an hour to get someone to come out to fix my refrigerator. It is now 11 months later and HERE WE GO AGAIN...I called when my refrigerator broke on 6/22 and I was scheduled for a service call on 7/1. On 6/29 they called saying my service has to be rescheduled because of overbooking and the earliest repair date I can have is 7/13. I called customer care to say that this was not acceptable, and was bounced around like a ping pong ball until I finally got the supervisor CAMILLE who claimed the 13th is the only option and "I guess we're unable to satisfy you beyond that, so this call is now finished" and hung up on me. I have my 89 year old mother living with me who's health is now being compromised due to Sear's lack of care and professionalism, so I guess my only option is to again go to the Sears appliance sales floor and tell all potential customers of my experience. I am also sending a cc of this complaint to my lawyer in the event my mother's health declines. I will await your responce.... cherlayna@hotmail.com | |
| Nels W Nelson | 7/25/10 |
| I bought your 204 piece craftman tool set on sale for $99.99.at the Sunland park store in tx.The tool box it came was tie wraped and could not be opened. I asked the clerk to open it so I could look inside.He said it was against company policy.I bought the tool box because it was Craftman,I have about $25,000.00 in craftman tools and also a $2500.00 craftman lawnmower.I never had a problem until now.The sockets and tools came in bags and were just thrown in there.None of the sockets fit thew tool box ,they just fall out.Sears customer service and there products are really going down thew tube. | |
| lyle justis | 7/6/10 |
| all off sears assoicates are s-- and sl--- would love to tell all of you in person | |
| L. Johnson | 7/7/10 |
| I just purchased a Kenmore washer---which I selected in great part because it came with water hoses included. The sales dept. staff were fine, the delivery confirmation received, and the washer delivered. However, at that point, problems ensued. The included hoses were too short for our connections. When asked what could be done, I was told Sears did not have any of these, so I would have to outfit them myself. Not a big deal, except if I knew the hoses would have been too short, I would have selected a different model and still purchased the needed hoses on my own. In short, I paid for the convenience of everything included. My husband and I then took the next two hours to get hoses, installed them, figured out how to rig the water hose since it was too short to reach the drain outlet, and as noted by the deliverer--you'll have to figure how to hold it down---which we did. When I called my home Sears in Hawaii, I asked them about any reimbursement or credit since the hoses were too short, and thus the unit inoperative without the connections. I was told since the hoses were already included as part of the purchase, there was no option for any partial reimbursement. It was my loss. Now, I am not angry, but I am once again disappointed by Sears. I was not pleased with the installation of the dryer five years ago, which required a different kind of venting that Sears was unequipped to solve.....so my contractor did. Once again today, the machine arrived, but it was less than stellar in its installation. If I had planned to do this in the first place, I would have purchased elsewhere, gotten it home, removed the old, installed the new....which now I know how to do....and dispensed with Sears altogether. In the islands our options are limited. I buy not just for the equipment but for customer service. I am once again dismayed that Sears has disappointed on that final end. In the future, I will seek appliances from a private vendor who stands by his products and is always there for service. So I am adding my observations to the already lengthy list that precedes me. Does anyone at Corporate listen? Your sales people do a good job....seemed knowledgeable and willing to help....However, on the service end, you are dismal....hence the fair rating. Had it not been for the positive in store experience, the rating would be poor. | |
| Jan, Colorado | 7/8/10 |
| Do not purchase a non Sears item from their web site. They are trying to be an Amazon.com and failing. I purchased lamps from the Sears web site. I received a call from the company selling them through Sears.com stating they were not available. The company cancelled my Sears order and I purchased 2 different lamps directly from them. After almost a month, I have not received my cancellation refund. I have made repeated phone calls to Sears. Each time they said they had not received the cancellation from the company. The company emailed a copy of the cancellation they sent to Sears to me. This company said they have no trouble with cancellations on the Amazon web site, but have had several problems with the Sears web site. | |
| Chuck, Camp Douglas | 7/11/10 |
| Last fall we purchased a new electric stove, stack washer/dryer, refrigerator, oven hood and a walk mower. Our appliances are 300 miles from our home (at our cabin near Ashland WI) we have been trying to get the stove (hot surface warning light) and washer (leaks) fixed since last April/May. We FINALLY had a serviceman call us from Mich to come & look at it in August. We bought the appliances in Ashland Sears. Our mowers cover broke so I researched the repair parts "online" and gave the numbers to the Sears in Tomah, WI. We were told the repairs would cost us $38.00 so I asked if it was under warranty. Rep told me she'd call back which she did & stated it was under warranty. Would I have been charged the $38.00 if I hadn't asked about the warranty? Also I was told that I had to bring the WHOLE mower in as it has to be shipped out (so I listed other repairs then) for about 10 days. Here I sit for 10 days without a mower. We have purchased a GREAT deal of items throughout the years, but because of the inconvenience of the repair system we are considering shopping elsewhere. If I buy an item from Sears in Tomah why can't it be repaired in Tomah as there are qualified repair shops there? | |
| Sue M | 7/12/10 |
| I purchased a treadmill from the Sears store at the Stroud Mall in Stroudsburg, PA. DO NOT EVER BUY ANYTHING FROM THIS STORE. THEIR CUSTOMER SERVICE STINKS!!!! I waited 6 weeks for a working treadmill to be delivered to my home. Twice they came and delivered a damaged item that I had to keep until they brought back a different one. Multiple Saturdays we were scheduled for delivery and either they didn't show or brought a broken one. I went to the store to conplain and they said they would process a refund for my delivery charge plus 10%. I have a copy of the print out that shows a refund but it has never been processed. It is now July 12 and still no refund. I have called too many times to count and each time they say that they have contacted corporate to get the issue resolved. HELLO out there... is anyone HOME!!!! Very disappointed in Stroudsburg, PA..... | |
| Andrew Peterman | 7/13/10 |
| In 2004, I purchased a top of the line Craftsman Power Washer from Sears, Model #580.753400. I have used the pressure washer no more than three times a year, less in some years. That equates to using it no more than 18 times in the past six years. I recently took it to the closest Sears repair facility because the pressure dropped off considerably. After having it a week and charging a $29.99 diagnostic fee, they called and left me a message saying that to fix my power washer; it would cost $533.95 because the pump needed to be replaced. I think that is outrageous. How in the world could a pump replacement cost more than the whole pressure washer cost me. More than the cost of the pump, it pains me to think that a product used so few times could go bad. I am very dissatisfied with the Sears products I have purchased during the last six years. I also have a Kenmore counter depth refrigerator (which we paid top dollar for five years ago) that is rusting on the front side beneath the water dispenser, and my ice maker is constantly giving me trouble. Something has happened to quality during the last ten years. I have a craftsman lawn mower which I have had for 15 years or so, and it still runs wonderfully, and I can’t tell you how many times I’ve used it. I would like some satisfaction. If I can’t get it from Sears, then I will take all of my business elsewhere to get that satisfaction. | |
| James R. Bryan | 7/13/10 |
| I purchased a Range from your store here in Roanoke, Virginia. It has been a good stove, however, recently the stove door began to accumulate dirt in the door between the two panes of glass. I took the outer piece of glass off, cleaned both, and attempted to put them back together. That's when I noticed that the plastic tip on one of the pieces was broken off. I looked up the part on the internet, called the store and was informed that Sears Parts Direct would have to be called. I looked up "Sears Parts Direct" on the internet and was presented with the following "Sears Parts and Sears Repair Help from AppliancePartsPros.com Buy Sears Parts from Appliance Parts Pros - Original Sears parts will help you fix your broken appliance quickly and easily. Same day shipping and low price ... www.appliancepartspros.com/sears-parts.aspx - Cached I clicked on this, told a person my problem, and was told that the "door trim manufacturer has an authoried a substitute and therefore could not be gotten from the manufacturer but rather from a secondary parts store (like them). I had never done business like this with Sears before but I thought, what the heck, a new way of doing business; besides Sears has always stood by there product, at least for the 50 years I have been doing business with you. Well the substandard pieces arrived and while trying to put my range glass back in the oven door, that piece snapped. Plastic against metal don't do well together I guess. Anyway, I called Sears to get a repairman out to see why this was happening and was told: "Since this order was not placed through Sears Parts Direct, we are unable to assist you with this order. We apologize for any inconvenience this may cause. For further assistance, please contact the company from which you purchased these parts. I then told "Henry D" that when I went on the internet I put Sears Parts Direct in the query line. That's the company that came up and the reason I researched through them. I followed with "You mean to tell me the money and time I just spent on a Sears Product was for nothing. He followed with: "I certainly apologize for the delay you experienced contacting us regarding this order. However, since this order was not placed though Sears, we are unable to assist you with your order. We apologize for any inconvenience this may cause. While I sat in front of my computer screen digesting this "new sears customer service attitude" two more messages flashed on my screen: 1. Is there anything else I can assist you with today? And 2. I have not received a response yet. Would you like to continue chatting with me? I told Mr. Henry D: No, Sears screwed up on this one. I am an avid Sears customer, scratch that, WAS an avid Sears customer (for over 50 years by the way). That's poor customer relations. Mr. Henry D ended the call with: "We regret you feel that way. However, since this order was not placed through Sears, we are unable to provide assistance regarding any problems you may have experienced with this order. Is there anything other than what we have discussed I can assist you with today? I printed all of this to hard copy as I could not believe what I was hearing. My stove came from Sears and my dishwasher came from Sears, and my refrigerator/freezer side by side came from Sears, and my mother-in-laws refrigerator/freezer side-by-side came from Sears. None of these were first generation purchases either. My mother-in-law is 90 and I am 63. I probably overreacted what I told Mr. Henry D that "I was an avid Sears customer". Old habits are hard to break, but maybe not. I spent the first 18 years of my life across the lake from the Sears Tower; and with that, I have carried a lot of pride and purchase into your store with me. But if this is the way your are going to treat a customer over a $30.00 part, I want no further dealings with you. If you do not care, do nothing and I will cancel the "Sears" repairman coming out to fix my range, and we will be all even. If this is not your "new attitude" please respond to this at "jrb1142@cox.net" and tell me so so that I can get back to my old beliefs that Mr. Sears and Mr. Roebuck stood for Quality of Merchandise. Sears used to be "customer oriented". Is the almighty buck that important these days? Respectfully and sincerely James R. Bryan | |
| Andrew Peterman | 7/14/10 |
| This is a follow up to my previous complaint letter dated 13 July 2010. After I received a message on my answering machine that told me it would cost me $533.95 to fix my Craftsman Power Washer, I called the sears repair center (Sears Home Central Parts and Repair Center, 1781 Crossroads Drive, Odenton, MD 21113, phone: 301-912-6050) to tell them not to fix it. No one answered the phone but in stead a recorded message came on that said that the customer service representatives were busy with other customers, but would get with me as soon as they were able. In stead of waiting on the line I decided to just go there and pick it up and tell them when I got there that I did not want them to fix it. After driving all the way there, a young lady behind the counter tells me that she can’t give me my pressure washer, that there were no technicians in that day who could release it to me, even though she admitted it was sitting in the warehouse. She said that there was a process which included putting in the computer that I did not want them to do the work, and then the technicians had to acknowledge that for it to be released to me, and since they weren’t there, I couldn’t get my pressure washer. I couldn’t believe that I had wasted another trip. (26 miles) You see, a week prior, I had tried to drop off my pressure washer on Monday July 5th. I had called the Sears repair center on Sunday July 4th to see if they were going to be open due to the holiday. The phone message was their regular message that said that they were open from Monday through Friday, 8 a.m. to 5 p.m. So I went on Monday the 5th to drop it off and there was a sign on the door that said “Closed for the holiday.” When I saw the sign, I immediately called the sears repair number again, because I was pissed off at that point. I verified that the message was the regular message which I had stated. I returned home and then the following day, I made the trip again. At that time I had asked a different young lady if they had a supervisor that I could talk to. She informed me that they didn’t really have a supervisor for customer service, that the closest thing was a gentleman who supervised in the warehouse. I asked if he was available and they said he wasn’t there. Feeling like I wasn’t going to get anywhere, I began to tell the customer service workers about there not being a phone message that said they were closed on July 5th. They immediately told me that there was, basically calling me a liar. I told them just what I am telling you, that I called on Sunday and the again on Monday to verify the message. I could not believe that they would do that to me. They continued to tell me that there was a message that said they were closed on Monday. Anyway, back to today’s occurrence. After she told me that there was nothing she could do; that she could not give me my pressure washer. I just stood there for a while staring, because I really didn’t want to make a fourth trip to the center. The Lady told me that if I had called earlier and told them over the phone not to do the work, they would have had it ready to go. I told her that I had called and no one pick up the phone, that instead I got a message that said they were busy and would get to my call as soon as possible. She then told me that they had no such message. I couldn’t believe my ears. I got frustrated and told her, I wanted to talk to a supervisor. She took my pick-up receipt and wrote the name Abdul on it with a phone number. I said to her, “I suppose he not around for me to talk to right now.” She replied that he wasn’t. And I turned and left. When I got to my car, I decided to call the number for the supervisor that was given to me, thinking that it was his personal number, and not realizing it was the sears repair number. Anyway, I got the answering machine message which I had received earlier about the customer service people being busy with other customers. I then got out of my truck and I went back into the sears center. Two customer service people were helping two customers. I dialed the center number on my cell phone and then I flipped it open so it was on speaker. There was no rings heard in the office, but then the message came on and when it was finished, I said to the young lady, “You told me that there was no such message, but I just proved it to you.” I was so angry. I turned around and walked out. It totally ruined my day. I couldn’t stop thinking about what happened, and although I had just written you a complaint letter the day before, I felt compelled to write again. Something needs to be done. I kept asking myself; Why wasn’t there any technicians there? Where was the supervisor? If business was so slow, why did it take them over a week to tell me that my pressure washer needed a new pump? I knew that myself when I took it to them. And why would customer service personnel lie to me about the phone message, twice? Why would they have the ringer off on there office phone? Is there no one that holds this repair center responsible for their actions? Why don’t they tell people in advance that they won’t be able to pick up their equipment if technicians are not present to release them from the maintenance section? Today’s experience has confirmed to me that Sears is not what it use to be. I am so upset about this. I have been reading hundreds of stories from others on the internet that have had horrible experiences. I am not one to complain about service, but this repair facility needs some serious accountability; both personnel and policy changes. Again, I am very dissatisfied with my experience and will continue to write until someone acknowledges my situation. I do not even want to go back there tomorrow to get my broken power washer and face them again. | |
| Concetta F / E. Stroudsburg PA | 7/17/10 |
| Last year I purchased a front loading washer & dryer but did not purchase the pedestals. My new home was almost complete and I purchased these and other appliances so that my contactor could have them installed. Months later, when I moved in I realized that I should have purchased the pedestals so I went ahead and purchased them with the intention of installing them myself. When I realized that this was not going to work, I contacted Sears to have a technician install them for me. They contract out some of the installations. This tech told me that he would be coming alone and would require assistance from me. HELLO ?!?! Since when is a customer required to help ???? When I complained to Sears about this I of course got the run around and many different stories. I got the usual scripted lines of apology and the same platitudes. I got so sick of dealing with these incompetent people. I would rather deal with a strained back so I returned the pedestals. DID I LEARN MY LESSON ?? NO I DID NOT !! On May 1, 2010 I went to Sears to purchase three items but I learned that they were on-line items only. So an associate ordered them for me through Sears.com at the store. I paid the cashier in cash. Three days later I received an e-mail stating that 2 of my items were no longer available. How was I to get my money back? This was the beginning of a 10 week nightmare. I got the same scripted apologies, the same lies, the same incompetence. My refund was processed over and over again each with a 10 business day waiting period. I finally learned the problem with my refund. The morons at the Sear.com online solutions department never bothered to check on the reason why my refund check was constantly being returned because if they had, they would have realized that it was being sent to my delivery address as opposed to my mailing address. 10 weeks of dealing with a bunch of brainless, automated robots. Sears was a dependable company. But it no longer is. The customer service representatives speak as if they are so proud to be working for Sears, They should all be ashamed of themselves for not going the extra mile, All of this could have been avoided. Sears and Sears.com should be ashamed also. But they will do nothing to prevent this from happening again. I want as little to do with Sears as possible. I hope I never need to use their store or services again. I would not recommend Sears to anyone and my extended family has begun to take their business elswhere. Today is July 17,2010 and I am still waiting for my refund. | |
| Darla Kickbush | 7/19/10 |
| I am Darla Kickbush. My name is on my daughter credit card. JoLynn Kickbush-Farrell. She just spent 2 1/2 hours on the telephone with your unprofessional repair office. I called and scheduled to have a dryer and dishwasher repaired. The gal couldn't find my name under 515-961-5456, so i told her that my name is on my daughter's card. With that, I proceeded to schedule a repair date. They told me Tuesday afternoon. I gave them MY ADDRESS and the PHONE number they should use. 515-707-5456. My daughter got the call this morning to confirm her repair. She lives in Ames, Iowa, I live 65 miles south of her. They in their astute wisdom scheduled her address. Now I have many products and several repair done, how can they be that stupid? Now I am told that because the Sears office screw-up, my repair can't be scheduled until this Saturday. This is unacceptable because the problem is not on my end. The problem lies with your customer repair office. And on top of that after all this confusion, they still want to charge me a trip charge for my dishwasher, when they are going to be here to repair the dryer that is under warranty. What kind of business do you run? I can see why folks dislike Sears. If they would have used my address as I even spelled out for the gal and gave her the phone number to use this whole repair should be without any charge except for parts. I await your response. My daughter's email address is jkicku@aol.com. My email address is dkkick40@gmail.com Thank you for you time. Darla Kickbush 515-707-5456 dkkick40@gmail.com | |
| Rick Egan, Attorney in fact for Arleen Egan | 7/20/10 |
| I hope someone out their can help me. I have been trying to help my 86 year old mother pay her accounts at sears. The astronomical 26% is unbelievable, but it is what she signed up for, so maybe not sears issue, but still very sad. Trying to pay off her $4,000 bill, tried managers, supervisors and have sent to proper addresses and faxes the legal power of attorney 5 to 6 times over 6 months to no avail. I need help with sears corporate before I need to go to the Boston Globe and Attorney general. | |
| Brian & Melody Mackison | 7/22/10 |
| We purchased a Kenmore Elite Front Loading Washer in January 2003 and paid $1,000 for it. In the past few weeks the machine had not been working properly. My husand spend 1 1/2 hours last night taking the machine apart and we were shocked to find the machine had dry rotted on the inside. The plastic was completely broken around the front of the basket. To get replacement parts it would have been more than $500. Why would I spend that much money on replacement parts when a new machine that is NOT a Kenmore would cost me about that much. We instead went and purchased another machine that was NOT a Kenmore. I would not recommend a Kenmore front loading machine to anyone who is thinking about purchasing one. We were very disappointed to know that the machine only lasted 7 1/2 years (this is at a cost of $133 a year). We feel that we were sold an inferior product and Sears should be held accountable in some way. We will take our business elsewhere and not purchase anymore Kenmore products in the future. We have always been loyal to Sears but this has soured us. | |
| SUE GARRETT | 7/22/10 |
| i PURCHASED A SEAR WARRENTY AND THE REPAIR MAN CALLED ME AND TOLD ME HE WAS ON HIS WAY I CAME HOME A ND SAT AND WAITED ON HIM HE SIAD HE CAME BUT HE NEVER RANG THE DOOR BELL. I FOUND THIS OUT AFTER I CALLED SEARS. SEARS TOLD ME I WOULD HAVE TO TAKE ANOTHER DAY OFF AND HAVE THEM COME BACK OUT AGAIN. I FEEL TAHT IS VERY UNFAIR THE SEARS CUSTOMERS AND I WILL NEVER DO BUSINESS WITH SEARS AGAIN. THE REPAIRMEN SHOULD HAVE TO LOSE A DAYS PAY AND DO THE JOB. I WILL BE SEEING ABOUT BEING COMPENSATED FOR LOST WAGES AND PAY. WE NEED TO PETITION AGAINST SEARS SERVICE BECAUSE IT SUCKS. I WILL NEVER RECOMMEND SEAR TO ANYONE. | |
| Terri Lombardo | 7/23/10 |
| I cannot begin to relay my frustration and disgust with Sears. Three years ago I purchase a Kenmore 400 series dryer and it is no longer working. I scheduled an appointment online for service and received an e-mail back immediately confirming my appointment for today. When I called the number on my e-mail today to confirm my appointment, the person answering the phone told me they had no record of my appointment and told me to call 1-800-4MYHome to find out what was going on. During that time, I was transferred to several people, all of whom did not have an answer as to why they had no record of my appointment even though I have an e-mail from Sears confirming that appointment as well as the appointment being on the searsholding.com website. They told me that the soonest appointment they could give me is August 3rd which is two weeks away. So what am I supposed to do? Take another day off of work and hope that they actually keep this appointment. Drag my family of six's clothes to the laundrymat for the next two weeks. Sears should be ashamed of the way they treat their customers not only for selling us products that are faulty but giving us the runaround when it comes to repairing them. I am sorry but for the amount of money I spent on buying the dryer, it should have lasted more than 3 years. Shame on Sears! I will be taking my business elsewhere in the future. | |
| Stephanie Moses | 7/23/10 |
| Did an online order for an Electric Stove and the product order never went through stated that my credit card was invalid.So i have been trying to get my money back for 2days now, there is no order in the sysytem under my name,no order number or anything.Says that the order was never placed.GUESS WHAT CHECKED MY CREDIT BALANCE THAT SAME NIGHT AND THE HIT ME UP FOR 90.20 THREE TIMES BRINGING THE TOTAL TO 270.60 WHICH I HAVE BEEN TRYING TO GET BACK AND THERE IS A DISCREPENCY BUT NO ONE CAN TELL ME WHY THEY TOOK THIS MONEY IF I HAVE NO ORDER PLACED..SENT STATEMENT TO THEM AND YET THERE STILL SEEM TO BE SOME DESCREPENCY NOW I AM LOOKING TO SEARS AT THIS CURRENT TIME..SEARS IS BECOMING THE BIGGEST RIP OFF OF ANY COMPANY AND ITS TIME THAT WE AS THE PEOPLE NEED TO PUT A STOP TO IT NOW. MY LAWYER WILL BE CONTACTING THEM AS OF MONDAY MORNING.ITS A SHAME THAT ITS COME TO THIS BUT YOU HAVE TO DO WHAT NEEDS TO BE DONE I WORK HARD FOR MY MONEY AND TO THINK THAT I WILL BE GIVING IT AWAY FOR FREE DOES NOT SIT WELL WITH ME AT ALL.. SAD COMPANY IN MY EYES.. | |
| manuel zuloaga | 7/23/10 |
| I bought a Mitsubishi hd tv model ws-55313,I also purchased the master protection service because just in case something goes wrong Sears would repair or replace it,well I have had service on this under the agreement for almost 8 years I started to have issues with what looks like uneven color,the tech came out and said I needed to go from narrow mode to a wider picture,I have had service on this tv for a long time and had never had a tech tell me that it should not be in narrow mode,sometimes it goes to narrow for standard programing,if you change it it distorts the picture,according to the manual you can watch standard shows but not for a long period of time and we did that,now we are having issues and since we have been paying for nearly 8 years on this MP I figured they would fix it,the tech said that its not covered because it comes under abuse and if I do want it fixed its going to cost me $1732.33 for 3 cathode ray tubes red green and blue,when he was here the time before in June he never mention that the tubes may need to be replaced and that I would have to pay for it,also I called Mitsubishi and they said that those parts are nla,but if I really wanted them they research it but more than likely they would be after market types and they would not warranty them,I really feel like this not fair I always stand behind Sears and if there was an issue that they would back what they sell,my tv was'nt in a fire or flood we watch it normally and its not like I bought it and years later complained about it,because I paid into the MP all these years,the supervisor said they want to send another technician for a 3rd time I dont know for why but hopefully this can be resolved on your end,I want to stay loyal to Sears but this is making it very difficult. Thank you and answer this as soon as you can. s/o 40043607 | |
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