Sears Complaints Continued... (Page 6)400+ reviews added so far. Upset? Call Sears corporate: 847-286-2500
I purchased two sewing machines online through Sears.com and at slightly different times of the day for 2 different people to make early purchases for Christmas. Unbeknownst to me, I learned one person had just bought a machine for herself and the second person developed a serious illness and is unable to sew any more. When I received an email notice of my purchases I discovered that the machines were the same but one was priced about $70.00 higher than the other. I tried to return both machines today at the Sears store. One of them went right through at the store and was credited to my account.
The other wouldn't go through at all. Found out that Sears has between 300 and 400 outside vendors that sell products through their website as Sears. Now I have to send the second machine back myself at my cost & learned that the additional $70.00 I was asked to pay for the same machine was the extra "profit" the outside vendor was making. Nowhere online was this explained to me. Had I not purchased both machines at slightly different times & then returned them, I would never have learned of this practice.
On 10/17/2011 I received an Email add from Sears advertising an online order only Panasonic 55 inch HDTV plasma with two pair of glasses for $1099.99. When I tried to order it online I was unable to get the $1099.99 price. Instead the price was $1299.99 with no glasses. The add also said to use a special code, "PANATV" and when entered into the order it came back with, "This code does not apply to this TV". Many, many Emails to Sears robots resulted in them finally telling me they could not find the add for the TV at $1099.99.
They could not find their own add? I copied and pasted the add to one of the many Emails and so far I have heard nothing. I'm not holding my breath. Sears seems to be as difficult to deal with as PayPal.
I will never take another chance at buying online from Sears and encourage others not to take the chance either. This is a highly deceptive practice & I resent being taken advantage of in this manner.Â Possible Resolution: I'd like to see Sears identify the products that are coming through an outside vendor and identify the purchase price difference. I hope my account will be properly credited when the 2nd. machine is returned, and would like to be reimbursed for the extra shipping costs I will now have to pay.
I purchased 2 pairs of shorts from sears.com & when they came to me, they were from a different merchant in another state. The shorts were too small so I call sears to make sure I could return them to a nearby store to save on shipping & customer service told me no.. they would have to back to the merchant. The merchant wants to charge an additional $8 to have them shipped back. I had no idea I was not buying my shorts from sears.
I called customer service back on Friday, February 22nd, I was told that they would have UPS send me a label to send & that sears would absorb the shipping. I got no response from UPS so I called again Monday, 2/25/13 and spoke to Shakeena who told me that she would email me the label and to wait 24 to 48 hours. It is now Wed.. 2/27/13 and I called again because I did not get my label and Veronica, your supposed supervisor was extremely rude and told me the customer service reps lied and that Sears would not be responsible for the shipping at all.
I am disappointed in this organization. I have always been a loyal customer at your store and have bought tools, appliances, clothes and have never hesitated to do business with you online. But after dealing with your customer service representatives, your rude manager and this new idea to be like amazon.com , I will never EVER step foot in your store or purchase anything from you again.
I hope the $8 was worth it. I shop at places where the customer always comes first and they do what ever makes the customer happy. I guess you forgot the basic fundamentals of business. Good luck going out of business because that's where you are headed!
I purchased a set of Michelin 80,000 mile tire for my Nissan Altima 2010. I have Sear rotate the tire and do the oil changes every three thousand miles. With in Ten month and 13,000 miles two of my tires were completely bald and the other two tires had 4/32 and 5/32 of tread. The manager said it was from aggressive driving? The car is a 4 door sedan with a 4 cylinder completely stock.
I told the manager that the car was driven normal and was front wheel drive and tire that were bad wore on the rear and my paper work shows from sears when they rotated them. The manger then said it was from excessive braking. I told him it had abs and it would be impossible to slide the tires .
I then asked him to check the pressure my tire were over inflated by sear by over three pounds and the car had been at sear for over three hour they had just serviced it. That why I went down there because he said they wouldn't rotate the tire because the back ones were so bad.
He said all he could do was replace the to back tires and that it void my entire replacement warranty for the whole set. On the warranty it states that over inflation voids the warranty and he still blamed me. This isn't a race car and his team had my tires over inflated . He told me that it was ok because no matter how hot tires get the pressure only increases by 10% I didn't know he was genius as well. I asked him if I could send the tires to michelin to be checked for defects he told me no and he wasn't either.
So when you by from Sears you better not get a tire the will last 80,000 miles because when it wears out in thirteen they will void your warranty by blame and there improper inflation statistics. I also contact Sears head quarters and they can even have someone higher up contact me. Beware of Sears you and your family are at great risk with their automotive experts. A corvette could wear out 80,000 mile tire in 13,000 mile may be 40,000 but in 13,0000 this is highway robbery.
By the way I have a 2005 nissan Altima 4 door with a four cylinder with the same exact tires from Sears and they have over 35,000 mile and they ate still like brand new and this car doesn't have Abs brakes. No matter the issue they tires ate faulty and that seats responsibility to honnor the warranty they sold me.
I paid for and ordered an Electrolux washer on 10/13/12 from your store #4057 -5901 Griggs Rd. Houston Tx 77023. I came back on 10/22/12 to pick it up and brought it back to my office. I unpacked it and took all of the shipping screws out, plugged it in and couldn't get the drum to spin. I called the help line for Electrolux and after trying to trouble shoot it, they told me to get a hold of the store that sold it to me. I called your store and after the girl going back and forth to my call several times, she told me she couldn't help me. I told her that I needed to speak to the Manager. A manager by the name of Daniel got on the phone and told me that he would order me another washer and have it delivered today 10/29/12.
I just called the store back and the girl told me that I had to call the delivery ctr. After being on hold with them for 30 minutes, they turned me back over to what sounded like the same girl that told me she couldnât help me the 1st time. This time she tells me that I would have to wait another week and I would have to pay for the delivery. I told her that I needed to speak to another manager. She gave me to Daniel again. He told me that he couldnt help me. I told him that I wanted to speak to his District Manager. He told me that he couldnât give out his phone number. The bottom line is I purchased this thing and have to wait on delivery a month before I will see it delivered if they don't screw it up again!
We hired sears to clean our carpets in our new house. The woman on the phone scheduled with my husband for Saturday Oct. 6 between the hours of 4-7. We arrived at the house at 3:30. There was a note on the door stating they had been there and left since noone was there. We contacted the number on the form. We found out that they put us in the computer for a different time (1-4) and also had a wrong phone number for us. They refused to send anyone back out. There was no supervisor or manager to talk to. Tried calling the dispatcher for the area and of course they didn't answer the phone and had no voicemail. I will NEVER recommend sears to anyone. I am livid at the type of customer service thry have!!
On Dec 2 2012 I visited your store in Irondequoit New York. I purchased several men's shirts, which cost me approximately $56. I paid for the shirts with a gift card, balance of approximately $15, and by credit card, $41.58.
The shirts were not the right fit so I returned them about a week later to the same store. Allegedly the clerk gave me a full refund, consisting of a new gift card for the $15 and a credit on my Mastercard. Two days ago I revisited the same store to buy a belt. I presented the gift card and was told it had not been "activated." I walked out without buying the belt and later that day called the store manager. She asked me for the return receipt.
Unfortunately I did not keep it, thinking that the refund at a store of Sears size and reputation had been properly processed. My mistake. The manager then asked for the date of the refund. Not recalling the exact date, I said I would call my bank and get the date the $41.58 went back on my card. I called and lo and behold my bank informed me I did not have any credit from Sears on my account. I figure one of two things transpired.
The clerk processing the return was incompetent and unknowningly activated some other gift card and credited some other person's credit card. If true, this does not reflect well on Sears training. Or the clerk deliberately took these steps for her personal gain, stealing from you and me. I suspect the latter. I do not know if you can ever identify the clerk.
I do know I am out of pocket $56. I ask you to send me a gift card for this amount.
I had cataract surgery which resulted in having to have a new eyeglass prescription. I took my prescription to Sears Optical in Montgomery and a nightmare started to unfold from there. The employees that I had to deal with her so incompetent that I finally gave up. This was after they submitted my insurance forms to Viva Medicare incorrectly and this resulted in my benefits being denied. They actually were issued a $100.00 check which they were not entitled to, and never returned.
We had paid and had a receipt for the entire cost and after almost a year of going back numerous times for corrected insurance forms, we finally received the $100.00 that was due to us from the beginning. This did not result in them refunding the $100.00 that they had previously received in error. They couldn't get the codes right and this kept us from getting our check for almost a year. I realize you can't pay a Rocket Scientist to work in these positions, but at least give them enough training to perform the duties required.
We have been Sears customers since 1960 but we do not intend to ever buy anything from them again. AND, one pair of my glasses will not hold the lense. I finally stopped going back for that, too. Don't give me the excuse that it is an independent company and not a part of Sears. They are in your store and everything (receipts, etc) has your name on them.
To whom it may concern, my name is Mike Kissel and I have a complaint with a company called Fast Media that is associated with you on Sears.com. For Christmas my son purchased a retractable light for me order# 3951610. This light is unopened and unused and we would like to return it for which it is not long enough for me to use in my shop.
We made a trip to Sears at the wood field mall in Il shortly after christmas but were told we didn't have the right number for sears to refund our money.
My wife spent an hour on the phone with someone from Sears because their were no return instructions from Fast Media and they were not answering the phone.
Sears said they would email Fast Media and in return have Fast Media email my son so we could get an RA # to make this return possible. Three days went by before my son received the email. Additional questions were asked why we were returning the merchandise and they didn't give us the RA#.
I recently emailed and left a message on their phone but am waiting for a response as of today 1-15-13. I cannot believe how difficult thy are making this for such a simple return and also this greatly reflects on Sears. I would greatly appreciate help with this so I can return this merchandise.
I went to the Sears store today that is located at Greenwood Park Mall in Greenwood Indiana. We were looking for a jacket for my father-in-law. We were looking for a "tall" in mens. After wandering around for about 10 minutes in the Mens Department looking for signs that would have said "Big and Tall", we finally found an Associate so we could ask where that department was. She said it was in the basement.
We proceeded to the basement and again looked for signs that said "Big and Tall". We could not locate any Associate on the floor that we could ask. There was a male Associate that was "passing by" and asked him if he knew. He said he didn't work in that Department but he was sure there was one. I went to the cashier area to ask a cashier. The cashier I asked told me "no" you don't have a tall mens department.
I worked in customer for service for 30 years and I will have to say that this display was the worst customer service I have ever seen. In the retail business especially, I think it is terrible that people that are supposed to be in the "customer service" business have no clue what is going on. Their "I could care less" attitude is appalling to me.
I understand in today's world we all try to do more with less but this experience is unacceptable to me. Sears associates need to take more pride in their jobs and really know what their job is all about. I hadn't shopped at Sears for years and I can tell you after this experience I won't shop Sears again.
On Monday January 21, 2013 approximately 11:00 am, I called your Service department to order a Hot water tank for a house that we just purchased. We couldn't stop the leaking, so we decided to have a new one put in. I have been a customer of Sears for many years, so I trusted them.
Because of this reason, I was willing to pay a lot more money than other places I had checked. The ad said if called before noon, guaranteed to be installed the same day. I was so excited. I was told (after putting $652.96 on my Sears credit card) that I would receive a phone call to set it up within 2 hours. ( A few minutes later, I called to give the representative my cell phone number because I wouldn't have access to any other phone) I was told no problem.
Four hours later, I decided to call back and see why I hadn't been called. The gentleman that answered said he did not understand why this happened and put me on hold to check something out. He came back and apologized to me and said it would be delivered between 10 - 2 the next morning.
He nicely told me that the guarantee was broken so he was sending me a $50 gift card within 14 days. SO the next day I went over to the new house at 9:50 am. (which I might add we are doing repairs, so there is nothing in there) I decided to call and check on it around 11:30 am and was sent to 4 different people and the last one kept me on hold for 45 minutes.
The call totaled aprox. 1 hr. finally, someone got on and said, your Hot Water Tank is scheduled to be delivered between 1 and 3pm. I couldn't believe it. In the meantime I was asked by every representative what the address was and I said 18 Barone Circle Cheektowaga, NY 14225. SO, around 3:30 pm I called again, asking where the Hot water tank was.
I was sent again to 4 different people, and put on hold again and got cut off, this call was approx. 20 minutes long. I then called back and got the run around again. The representative asked me what the address was that it was going to, and I told him.
He said we don't have that address. I said, excuse me, I have told it to at least 8 people. He said no, we have 10 Estelle Drive (my now address). I never once mentioned 10 Estelle Drive.
He said I am going to have to put you on hold, I told him please don't they don't answer and I can't afford to be on hold again. WELL, there I was on hold for over 1 hour and when I hit 1 hr 9 minutes, I was losing my battery life. I got in my car, ran home and left the phone on I plugged the phone in while it was still on hold. I then noticed my answering machine was blinking (at home)..
It was a message stating that my Hot water tank would not be delivered until the next day. Turns out the installation people were given the wrong address and the wrong phone number. I contacted Sears Service Department again and told them that I was going to cancel the order. He said he would send me another $50 gift card, that was all he had authority to do.
I'm sorry, but anyone and everyone that missed two days would get that. I am so upset and stressed out over this situation.
I didn't cancel, because we were in the middle of putting new flooring in and needed the HWT in as soon as possible. I have never been so upset with a company. SEARS, wow, I cannot believe that I was put through all of this by SEARS. I don't believe that the installers are to blame, I believe it all stemmed on that first call. I don't know how this can be made right, but I definitely deserve some king of restitution.
I might add, I am affected with Mitochondrial Disease which helps STRESS deplete energy. I have not been able to physically function for days, mainly because of this situation. ALSO, I had 11 days left on my calendar for my cell phone and only a few minutes left for the month because of being on the phone with sears on hold 1hr 54 minutes and talking to representatives approximately 1 hr 30 minutes beside meaning I lost 204 minutes. Sincerely, Linda Roesch
As I was looking at some merchandise in Sears (Clarksville TN) and playing my harmonica, a young lady came over and asked me to play some songs with her other Sears associates which I did. I played several patriotic songs and "Amazing Grace". The girl named Belinda who had called me over started arguing with me about some rap artist and then argued with me about Jesus. When I asked her to tell me a favorite scripture about Jesus she became defensive and told me the following: " I'm about ready to take off my badge and tear into you". I then asked to speak to her manager who was an older man named Henry. When he came over I asked him about filing a complaint form (so that Belinda would not threaten some other customer as she had done to me). Henry became irate and told me to follow him. However, he didn't take me to get a complaint form but just got more angry and agitated. When I asked for his name he wrote down "Henry" threw the paper on the floor refused to give me his last name and walked away, telling one of his assistants to 'call security". And so I left. Is this how Sears treats customers? I am a 61 year old doctor and have had a private practice here in Clarksville TN for 25 year . I hope you will help these personnel get some help so tht they will treat customers better. Thank you for your time. Sincerely, James R. Hebda Ph.D.
I purchased a groupon for Sears. I let it expire because I decided I did not need the promotional item, and because the Groupon says the purchase price (not the promotional value) is always good for any goods or services offered by the merchant.
The Groupon itself guarantees a refund of the purchase price if the merchant fails to honor it "Period". I attempted to use the purchase value at Sears and it would not honor the Groupon for any value at all because the promotional value had expired. I
now have several emails from Groupon telling me the purchase price is good only toward the original promotion - in direct contradiction of the terms printed on the Groupon itself! The responses do not even attempt to explain this unilateral and retroactive change in the terms. Just too bad, so sorry.
Finally, they told me to go away and not bother them anymore.
On April 2nd I made two purchases on Sears.com. Shortly after ordering I received an email advising that my order was cancelled. I called Customer Service and was told that I needed to speak to the Fraud Dept to whom they transferred me. I then spoke to a lady named Kristy who was very unhelpful and advised that my orders were cancelled due to fraudulent activity reported by the credit card company. I was instructed to call Citibank. I called them and was told that they did not show anything was wrong on their end. All they saw was that the amounts charged to my cards were cancelled by Sears. I called Sears back and spoke to a representative who once again transferred me to the security department. I then spoke to someone who told me since I had reported fraud previously (which I did not) my account was locked. When I tried to explain that this was not the case he asked me if I was going to let him explain or continue talking over him. I told him to put his supervisor on the phone. He then put me on hold. After 5 min he came back and told me that his supervisor was at lunch and I had to wait 15 min for him to get back. When I asked to speak to someone else he put me back on hold and never returned to the line. I then called back and got another rep who finally transferred me to her supervisor. This person, although nice, was completely clueless and transferred me back to security. The fraud rep that picked up the line told me that I was now banned from ever ordering online and going forward all purchases had to be made in the store???!!! I asked for his manager who got in the line and told me that I had numerous red flags on my account but he could not provide me with the details due to privacy. Really?? I am beyond frustrated and upset. I need someone to resolve this issue ASAP!!!
Purchased bed sheets on sears.com, so I believed I was buying from Sears. I received a defective product and Sears refused to accept a return stating that it was not their product. It does state on Sears' website that my purchased was from a 3rd party vendor. I was on Sears' website, so I assumed I was purchasing from Sears. This is a deceitful practice, I was lured into buying this product because I trusted the Sears name. I cannot even return this product to the 3rd party vendor because they have 7 day return policy. Sears has a 90 day return policy. I never expected that Sears was no different then Amazon.com. Lesson learned! I will never shop at Sears again.
Also, I called my local Sears store and I was told that I could return my online purchase to their store. I drove appx. 20 miles to this store and they refused to take the return. Sears representatives should know that they will not take returns on some the products they sale online!
I am writing about how Sears treats its customers when they give them a good deal on price. I was very excited about thanksgiving this year because I wanted a new TV. I was standing in line at Sears in Oxford at number 1.
I got the ticket for 50 LED TV, but when I went to get TV it was not there so they told me that they don't have TV some one took the TV, they will order better TV for me, this is the TV that they were advertising big time as there super hot deal.
They ordered a better TV for me and told it will be available on 12/12/12 while doing this they ordered a better TV for others in line behind me even better than me and their delivery date was 12/5/12. When I tried to get that one or better delivery date they denied to do any thing.
When I went to pick up my TV on 12/12/12 TV was not there, they said itwill be there on 19 th dec I told I wan TV they threatened me of police and told me I can get refund, my point is that if it was any other thing I would had purchased without standing in line I wont mind refund but I was in line for 12 hrs to get that TV and still they are threatening me of calling police and refund
I am hoping that this indeed is read and acted upon by someone at least as this ongoing saga continues since January 16, 2013. We have been steady consumers of Sears and have indeed referred our family as they immigrate to Canada and have spend over $25,000 cdn in home appliances. We purchased a Bosch cooktop about 4 years ago when we purchased a new home. This cooktop gave us trouble as it would keep showing error messages and it had come to that , that we had to switch the main circuit on and off whilst cooking â thus we called Sears as we were within the warranty period. We finally received a service visit from a technician who ostensibly fixed the problem. I then noticed that the timer had stopped working and the indicator light was not as in the original , so we called again. The technician came and tried to fix it but couldnât. Then someone came again, this time when they left, the bridging component would come on and remain on despite being switched off thus posing a hazard and the big burner decided to completely give up. So another technician followed, he was on the phone with ostensibly Bosch and after an hour called me to tell me that the part installed was wrong, it was a fire hazard and they had installed a wrong component and he was swtiching off the main panel. He said that they had no idea when and how the part would come or work. Then I called customer service who asked me to speak to Lisa at Brampton home who was the only one authorised to give us a replacement. After much ado, she sent a replacement , unfortunately it was a complete range and not a cooktop so that didnât help. I wa offered a loaner of a single burner which I had to pick up despite being told that they would deliver it. Then last Monday I called to speak to someone who could actually do something and was put on to supervisor Angelo who called back to say that it would be delivered that day. Nothing happened. I then called on Friday evening, very nice young man and he told me that Angelo would call me right away if not Monday. Today is Wednesday. No one called to cancel a Friday visit so my poor mother was downstairs waiting from 9am to 5pm in the hope that someone would arrive. I just called out of curiosity today and apparently a service visit is slated for this Friday and of course no one has called me to tell me that and they will call on Thursday expecting us to drop everything and be at home.
Is this a parody that doesnât seem to end or is this normal service delivery. I am sorry I bought stuff from Sears believing in their service and I am sorry I recommended our neighbours and family who also spent in the thousands at Sears.
Meanwhile our family of six have incurred over $400 in eating out costs, and a complete wastage of raw vegetables and meats that we as indians like to cook. I donât think that anything will be done. I am going to put this on social media so another family such as ours is not taken for a ride in the form of warranties and extended warranties. I am told that Sears does not replace such old purchases and so it continues.
Early in November of 2012, I had an issue with the freezer section of my refrigerator (which I purchased in 2009)....after many attempts to repair this over the course of November and December, the refrigerator was deemed unrepairable and because I had purchased Master Protection Agreement, I was finally awarded 1000 dollars to replace this defective refrigerator. On Jan 2, 2013, I went to a full service Sears and selected, with a salesperson, a replacement refrigerator. One that would fit in the space I had available. The authorization Number is 719441184002. Delivery date to be January 17, 2013. In the mean time, since our refrigerator was not working, I had to purchase a small refrigerator for 140.00 from Walmart to keep some food since both my husband and myself are diabetic.
Today, the date of delivery and after receiving a phone call to be sure that someone 18 years or older would be available today, I received another call at 8am that the delivery would not be until the 29th. I am extremely upset because I did take the day off from work to be home and now I have to wait another 12 days. So I called a Sears number 1-800-479-6351 to lodge my complaint and was told that if I had purchased the small refrigerator from Sears, I could have been reimbursed. Well, if I had known that I would have purchased it from Sears. I think I should be reimbursed anyway....for the inconvenience and aggravation I have had to put up with thus far. What do you think? Please let me know as soon as possible. The way I feel now...I may cancel my Sears card and never deal with Sears again.
i took my van to sears today in hilo, hawaii to get a simple oil change and replace the windshield wipers. i got there @ 7:00 am and the guy said that everyone was out sick and only had one mechanic on duty. after i paid my bill of 74.83, they gave me the keys to my vehicle and i drove home approx 6 miles, with my windows rolled up and the air conditioning on. on m way home, my vehicle was lurching and not running properly.
when i plled into the driveway, i see smoke and could smell that my brakes were scorched and burnt. i looked down and saw that sears had applied my emergency brake on the floorboard and neglectected to tell me that they had done so. i called sears store in hilo hawaii automotive twice @ 808-981-4095 and got attitude and lip service from troy and some chick that hung up on me..
i then called their office @ 808-981-4001 ande sploke to oren who said that he was a store manager. they all told me that sears always applies the emergency brake for saftey reasons. bullshit! they do it on purpose. i spoke to the mechanic and his boss named perry as i was leaving in the parking lot. neither one of them told me that they had appled the emergency brake and should disengage it.
i told sears that i want a complete brake job due to their inferior customer service and neglect
Hello Sears,Â I need your help. On October 02, 2011 I purchased a Kenmore Elite water softener off the internet and picked it up at my local store in Maplewood, MN. When I was unpacking the softener I found a small piece of plastic that broke off some part in the softener. I called Sears to let them know what I had found and Sears said, they would replace it when I found out where the small piece came from. After completing the installation I found the plastic piece fit onto the end of the plastic strap in the attached photo.
I though this was great, I will just look up the part number and call Sears to get a replacement part. Not so fast the part is not in the manual and no one at Sears direct parts could find it either. ( No one I talked to on the phone or at Sears knows what the purpose of the strap.) Sears did send me a new top cover hoping the plastic strap would come with it but it doesn't not.Â Sears also wanted to send me a new water softerner but I said , no all I want is to replace the broken strap.
So Please look at the photo attached and determine what is the part, what is it used for, and finally do I need it, If I do please send me one or send me the part number so I can get one from warranty.
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 âYes Sir, even Black Friday prices.â
We were convinced to purchase the treadmill right then knowingÂ we would still receive the better price if it did get any better. Black Friday arrives and the price lowers to $499. I thought âgreatâ 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 thesame one for $100 cheaper 5 minutes later? If it wasnât such a hassle I would have.
The day I purchased the treadmill we were straight up lied to by the sales associate. My wife and I have purchased numerous itemsÂ over the years from sears which include some more costly items.
I should have known when sears kept changing my appointment for my delivery of my washing machine and dryer. After numerous changes in dates and changes in time and them arriving late the manager at sears Hamilton Mayslanding promised me a 100$ gift card which was never received. Months later receive a recall notice and trying to schedule was a mess!!! One representative said it was recall then couldn't schedule me sent me to another rep who said it wasn't recall then to manager who didn't know how to deal with problem who them sent me to tech support who then said I needed the recall department who I was sent to who then said it was a recall but was giving me an 8 hour window which is unacceptable then given to manager who scheduled me and then said it wasn't recall work finally to last manager who said it is recall work and scheduled me and said there will be NO charge..... hmm wonder how this is going to play out!!!!!!!!!!!! Was on the phone for a total of 1 hour 13 minutes terrible!
sears part department they are worse people i every deal with i order a part for stove month ago they would take my order credit no they would say your order will be in post office by certain date this is still going on i have order this part for the 4 times this time i use a sears card tnow have to wait another two weeks first they said i had wrong model no after a few phone call sears said they had wrong model on the stove got the right model no then problems sarted worse people i every deal with not any time they call and said the order didnt go through
Contacted Sears to install windows for me and since this is a complaint review your pretty much already know how it went. I was told it would take one day to install nine windows with outside moldings. It took 4 days to install. Day 1 two guys came the rest were to show up in a van which alledgely the tire blew out and the couldnt come. Two guys that came could only install 7 windows and put in the last two but didnt secure them so the house was freezing. Day 2 no one showed up to install windows.
Day 3 the entire team showed up to install but ran out of material leaving a huge mess in my front and back yard. Day 4 contractors realized that the windows werent installed correctly and said they reordered windows but tried to contact Sears when those windows would come in they never heard of such an order. So Im out of 10K the windows cost me.
I'm a person who would like to see Sears around for a long time but after my experiance today I'm not too sure. Went to the Woodlands Texas today looking for a part for my dryer and the first thing I was told by another customer was, do not ask him anything. An older guy with somewhat of an attitude asked me what did I want. I told him to be patient and I would tell him. An overall negative experiance from a known professional store. This person should not be employed by a store trying to maintain a good relationship with customers.
I took a Sears Craftman 3000 Power Washer in for repair for none preassure, charged $35.00 for service fee to find out their recommendation is to replace the pump with a new pump for $534.09 plus sales tax. Asked what was wrong with the pump, no comments where given or written down by the techinician I was told. Then, I asked why replace the pump if you don't know what is wrong? No resposnse. It is a joke to take anything to Sears for repair because all you are going to get is to buy a new part or product.....what a waste of time & money.
Buying Sears Craftmans machines are just as good as the Company which is going down hill and probably go out of business.Â Why is it so difficult to get ANY cooperation from sears repair service. I am ready to call our local news station and tell the to look into why we can't get parts or repair in a reasonable amount of time. This is my second email to advise you how unhappy We are. Several reasons We are upset, from horribly rude service reps to being forced to buying an unwanted service warranty. Could not pin your people down on a correct date of service to not being able to get the correct part.
The only person who could speak reasonably was the repair tech who showed up at our house only to find that the part had not even been ordered. Please refer to my previous e mail, and get someone to call me other than someone in India to tell me when my part will arrive and and when I can expect the repair to be completed. This is the most annoying repair I have ever requested. I also do not want to continue calling India just to be told the part s still on b/o.
We have had this refrigerator less than 18 months and we have had continual problems with the ice maker; the latest issue is that it is not dispensing ice; a service person was here today - he opened the door and looked at the ice maker and said that it needed to be replaced - replacement would be about $500; it is obvious that there are issues with this Kenmore model ice maker as we review ratings and customer complaints; we would like to discuss replacement of this ice maker with a new, improved model at no expense to us.
I ordered a pair of reebok men's sneakers bb4500, when the order was received at my home today,one sneaker still had the security plastic device hooked to the eyelit which I was unable to remove,so my wife had to make a special trip to the nearest Sears store to get them to remove it. I'm Not very pleased as I think whoever packed the order didn't know the inconvenience that their error caused a loyal Sears customer who is disabled. I Will no longer do any future business with Sears mail order. I will let others who want to order from you to be careful, hopefully they won't have any problems such as I encountered.
Seeing this is the same problem, kenmore stoves had in 2009 ,this seems like sear/kenwood has still not fix the PROBLEM. When my wife was baking dinner ,she hadn,t relized , that the broiler element was on until the smoke detecters alerted her.The complete dinner was ruin!We then discovered the broiler element comes on when you select bake . the elemen stays red HOT! WE shouldnot have to pay for a known problem of your Kemore range.THE cost to us was around 250 dollers. ABSURD!!!! The repair man was prompt But hesitant to say the control board had burnt or shorted out. I saw the burnt part after checking it ,when being given it to be disposed of.The control panel had been wraped to conceal the problem.
Bought a snow blower on Dec.7 2013, and phoned in on March 10 of 2014 since it was just over 90 days I could not get my money back due to store policy. The snow blower drive broke while I was taking it into my garage, I had no drive train so it would not move so I pushed it. I phoned as soon as possible and I was told a service man would come out to fix it on March 17 2014 then they changed it to March 18 2014. I told the person I would be home after 3:00. Luckily my girlfriend was home when they called at 8:30 am and they seemed surprised that someone answered, the guy who phoned said he would be right over. When he got here he was not a repairman but a pick up service and said he would not be able to load it by himself so luckily my brother was available to help, why should my brother have to help and they were also suppose to fix it at my house like I was told.
I could have delivered it to them and saved me all the waiting time. I have asked for someone from management to call me from the Thunder Bay store but to no avail. I can’t get my money back, I have no idea when my snow blower will be fixed, and with this incompetence I have no idea if it will be fixed properly. I am not happy, all I want is my money back please and just let me walk away from this nightmare. The salescheck # is 01418 171 4515 and the delivery date was Dec. 13, 2013. A man at a 1 800 number said if I had reported it sooner I could have got my money back I said who would have thought I would be treated like this by Sears. Please help me out.
To whom this makes it to at Sears. My wife had been talking about the fitted car mats so much I had to order them even though we could not afford them. Because it would be the only gift” why not.” I reluctantly placed this order for a birthday gift for my wife on 2/12/14; I had a very competent customer service rep that informed me that this order would get to me in time for my wife’s birthday which was on 3/3/14. After that conversation things went downhill. I had the most difficult time getting answers after I received an email stating that I would be sent another email within a few days with the date to pick up the package at Sears.
I waited and waited for the follow up email to come (no email) before I called your customer service department and got the run around regarding the wrong tracking number. I called back a week later and was told that an inquiry could be done to rectify the missing order. By this time her birthday had passed. I eventually received the order much too late for the surprise birthday gift I wanted to give my wife. Before all of this occurred I had completed a survey giving Sears thumbs up in all of the areas that were asked on the survey. I only wish I could have been sent the survey now so I could say how I really feel.
I purchased HVAC through Sears on 1-13-14 it was installed on 02-25-14. When they came to install the HVAC is not the one we purchase. Sears decided to change to “higher efficiency” without our decision. They did not even bother to call us. According to them the original purchase was no longer available or discontinued. So Sears decided to changed it! I told Sears to come and remove it . The HVAC manager said no, and he is asking me why I did not like the system. I told him I did not like it because that is not the one I bought. Since this is the one you choose you can have it. you made your own decision without our approval. Sears said they can re-write my contract, I told them not that easy. This HVAC was not presented to us, and need to be remove.
As you have in your email below – You (as a company) made the mistake in pricing so I believe you should stand behind what you sold the bedspread to me for. If I had gone to your store and purchase it then how would you take it back? The bedspread online purchase is the same as going into your store. You took my money thus the bedspread is mine. I am still hoping that you will do the right thing, instead of me making a complaint to the Better Business Bureau and using any other online sites that takes complaints on businesses. I will tell my story of how Sears advertises things at a certain price and then they refuse to send the item that you have purchased. If you are going to treat good customers this way it is no wonder that Sears is in trouble and struggling to stay in business. Please do the right thing and sent my order#644619990.
I have no product complaint. I own several products I bought from Sears, a water softner, reverse-osmosis water filter, washer dryer set, and a Kenmore stove. I am currently experiencing what I think is a minor problem with my stove. I have called about 15 numbers trying to speak with a live human being. All I get are computer generated options, none of which address my problem. I did speak with one lady who connected me with another department, again only options that were unrelated. The lady did give me two numbers to try if I should get disconnected. One was only for water related products, and the other was again a list of options. Though I like my products, I may have to start going with companies that are actually have live people available. My frustration level is so high right now and I have wasted so much time that I don’t think product loyalty is going to keep me as a return customer. This matter could have been resolved in less than 5 minutes if I could have spoken with a real live person employed in the department (stoves) of my concern.
Three times I traveled to Sears. Monday in Warwick RI where I charged a microwave. When I went to the Merchandiise pickup they said they were out of order for that one.. Went back to the store to return the receipt from my charge. Tuesday went to Emerald Mall in Ma. bought one came home opened the box and found the corner dented. Called Sears in Warwick today and they said the new model( because the one I had was a discontinued model) is in stock for the same price. I asked the clerk to check and see if all was exactly the same and she said yes. I wanted 1.2 capacity with 1200 watts.. I went the third time 30 miles now it was 90 miles and still not what was what was suppose to be. The cleck said when I called her back to tell her it was 1100 watts 100 watts isn’t that much to make a fuss over. It isn’t up to her to tell me to be satisfied with 100 watts less. She should give the exact information. I am 83 yrs old very tired and miiserable with what I have to go through by myself.
Also yesterday three quarter of the floor the micro’s were on they wasn’t one person to ask where to go.
I purchased an electric range about 7 years ago. The stove malfunctioned. I called Sears and asked about repair. They scheduled me three weeks out, the earliest available appointment time. The technician arrives and diagnosed the problem and told me he need to order 2 parts which should remedy the problem. I was to call them when the parts arrived to schedule an appointment to install that part. The parts took 3 more weeks to arrive. I called and was given an repair appointment time. The repair person arrived . The parts was installed and I was told that that should resolved the problem. Within 2 days the stove was back malfunctioning as though never fixed. I called Sears to tell them that the stove had the same problem as before the repair. They rescheduled a repair appointment for today between the hours of 8am to 12noon. It is now 1:36 PM and no one has arrived. I call repair center . They tell me” He got hung up and will be along some time. I am furious that Sears take my time for granted. I call the national complaint officee and was disconnected just as I was explaining my complaint. So I am so upset that I am now writing the complaint. What I was hoping to get was someone to assure me that the repair person would be hear soon. Or offer a solution. Everyone, seem unconcerned about my inconvenience. I would be hard pressed to every purchase a large item from Sears again because they are unreliable and do not hold up their end of the Agreement . They sold me a service repair warranty and do not do what they say they are going to do. What kind of company is this that does not stand behind their word. All they want to do is sell you a product that will break down then countless repair for the some problem. I will tell all of my family and friends about this experience. Sears is no longer a company to do purchases from.
New system installed and washer not working properly when your installers delivered them. Waited 8 days for delivery then said it would be 2 weeks before someone would come to see why it didn’t work properly. It never worked and u tried to report it within 4 hours of installation. I do not think this is exceptable
filed a complaint earlier about my LG washer that was delivered damaged no one got back to me someone called today and offered me $200 credit i told them i would check with my wife and they never called back i also mentioned that the dryer door opens the wrong way could someone please call me follow through and make this right i am very disappointed with this whole experience from sears.
Our refrigerator, Kenmore Elite, stopped working on March 24. A Sears tech came out on March 26 ordered a new part, and scheduled a new appointment for April 2. On April 1 we found out the part would not arrive in time for installation today and rescheduled for Thursday the 4th.
Today we found out the part hasn’t shipped and the parts section doesn’t know when it will. We upgraded? Our entire kitchen to Kenmore Elite appliances and have had issues with all of them. By the time this is fixed we will be without a refrigerator over two weeks. I think you owe us a new refrigerator.
In October 2012, I purchased a new dishwasher from Sears and paid Sears for delivery and installation.
During installation, the Sears installer damaged my new kitchen floor with two ragged gouges caused while pushing the dishwasher into the cabinet space.
I now find out that Sears will not be responsible for the damages. They want me to get the Sears Installer’s insurance company to pay for damages. They also suggested to use my homeowners insurance.
Hopefully my problems caused by Sears will help other consumers in the future on their decisions on buying new appliances.
We had to return a gas range after having it only one year under the lemon law. When we went to purchase another range we were finally referred to your Gilbert store because we were told by a Mr. Mark Maxwell this was the store to see high end ranges. Mr. Maxwell was our only pleasant experience, so helpful, knowledgeable and certainly an asset to Sears.
When we traveled to Gilbert the only range to see was the exact duplicate of the range we had trouble with for over 1 year, obviously we did not want to purchase it again. We finally decided to upgrade and purchase a range that was over $500.00 more than the credit from our first purchase. I had been sent a coupon for a refund of $100.00 for anyting over, I believe, a $1,000.00 purchase (I actually think we qualified since that money was simply applied from our first purcase). However, I was told we could not receive this credit, not sure why. I then inquired why we did not receive the $50.00 credit since we had just spent over $500.00 at this store. No answer was given and no credit as well.
I am sure you will be able to tell that we have spent quite a bit at Sears and do not appreciate the attitude of the saleswomen or the lack of assistance to aid in replacing this lemon! We lost time from work, we lost the range over the holidays and it was a problem we should not have incurred given our investment to avoid this very scenario.
I had an Air Condition installation done last year by a Sears contractor and on 22 December 2012 my A/C suddenly stopped working and I eventually had to call a local A/C repair company who came to the house that Saturday evening and founded the problem to be burned power and UV lights wires and this caused me to loose A/C heat for most of the day and the early lose on one of my UV lights. The technician cut the burned wires and reconnected new power wires connections and I had heat again on that Christmas weekend.
I paid $198.00 and I have requested a reimbursement and replacements of the UV lights and this request was made to the manager that assigned the contactor the job. I have contacted Mr.Dario Escobar, Heating & Air Condition 210-946-6555 ext 45257 on numerous times and sent documentation and the only response I received was a Sears technician who reconnected the UV lights wired to power wires. Mr. Escobar said that he need to talk with his supervisor.and this has been going for over two weeks.
I have had so many bad experiences with Sears that I dont even know where to begin to be honest! But lets just begin with this past year shall we. I booked a honeymoon and wedding in Cancun, Mexico using my Sears card. I immediately paid the balance off when I got the bill….just as i always do. Then my Card starts getting declined because they think my identity has been stolen. I called Sears customer service and was told they put a HOLD on my card because I changed my address and had made the big purchase. I said well dont you think if my card was stolen I wouldnt have paid for that “Big” purchase?? I said, “I need to have that “hold” lifted because I want to be able to use my card in Cancun so that I can earn more reward points.
The lady assured me that the “hold” had been lifted and it wouldnt be an issue when I left the country. I get to cancun after having the discussion and tried to make my first purchase but guess what…..my card was blocked!! So needless to say i was furious and this experience just added to a already stressful event. I had to use a different credit card and lost out on MANY points! So i get back to the states and called them about the issue and all i get is a sorry. Fast forward a few months and I finally get enough points to my reward balance that I can submit for the Sears Gift Card for $750.00.
I used this card to purchase a power wheels vehicle for my son and still had a remaining balance of ~435.00. I didnt have an issue with that order going thru however when I went to use the remaining balance I had difficutlties with the website. The website kept freezing up, then it kept changing the language to spanish and it took me to get the order to go thru. I ordered a Camcorder, memory card, Ipod and a CD. I was happy that the order finally went thru because I really needed this camera to get here in time to record a Conference we are holding. Keep in mind I used my Gift card to pay for this and put the remaining balance of $120 on my paypal account. Well, this morning I get a call that my order has “issues” and I needed to call them. Here we go again.
So they proceeded to tell me that my address was unconfirmed in paypal and that my order will be canceled unless paypal confirms it. I said that can not be because I have used paypal for years and I just ordered every single christmas present through paypal and they shipped to me so how all of a sudden it is unconfirmed? She couldnt answer that question. We got disconnected. I call back and I get someone else. He then tells me a different story. He tells me that the items were out of stock and thats why the order was cancelled. He said yes. I said how does that happen?
Why wasnt all of those items marks out of stock on the website? He tried to explain however I do not believe that every item is out of stock. Whats the chances? I said well how do I get my money back on the gift card then because I really need to order a camera now in order for it to be here in time for the conference. He said well it will be mailed to you can you will be getting it in 7-10 days. I explained that was not going to work out and I didnt know why they wouldnt just let me pick out a different camera.
His solution was to give me 10% off my next purchase. Well Thanks for that 10% for all of my trouble. Overall Sears is a horrible company to deal with and I am going to be cancelling my card and will not purchase from sears anymore. I have had a Sears card for probably 8 years but these past 2 years the company has really gone down hill. I have talked to many customer service reps about this issue and nothing has changed. After filling this complaint, I will give Sears 2 weeks to come up with a solution and then I am taking it to the BBB. Im just wondering if i will even receive my Gift Card back with the balance on it at this point.
Back about 3 weeks ago I called Sears about a repair on my snow blower. They came the next day. When I spoke sith an associate the day before he told me there would not be a service charge to come out unless it needed a new part. They had to remove a piece of metal but no part was needed. My husband was charged $221.00 for approximately 15 minutes of work. This was a rep off. First I am told there would not be a charge, then to charge that much? I wish I could work for SEARS and get paid that much. I have done alot of business with them through the yeats but never again. I placed a complaint bith them was told I would get a call back. To this date nothing.
In September of 2012 I purchased a queen County Living Bedspread (Melissa 56958) I was told at the time that this was a new product and the Queen Shams would be in later – I have checked back repeatedly and NO shams in size Queen.
On line you can purchase shams in a standard size 20 X 26 – AGAIN this is not a queen size it is a double bed or standard size.
I think this was false advertising and I cannot get anyone to help me contact the contry living embroderied bedspread to find out where in the US I might purchase the queen shams. I have had this bedspread since September – had I known there NEVER would be Queen Shams available I would not have purchased the bedspread. To make matters worse, I twisted my sister’s arm (Beverly Atkins in San Luis Obispo, Ca) to do the same and now she and I are in the same boat. We get transferred to departs (parts department) put on hold until the line goes dead. It is virtually a dead end.
I purchased a Kitchenaid dishwasher in Aug/2012 , had to call service within a month or so as upon starting the washing cycle excessive banging & clanging was going on . The service man checked to confirm the installation was correct but noise continued & he said I would have to live with it but it will work fine .I put the washer on a few days ago & heard water running downstairs . upon going downstairs water was running from the dishwasher . I turned the water supply off to the dishwasher & next day called repair & service . Dishwasher works fine , installation in question . Not happy with having to wait 10 days to have someone tell me it’s not working . I have purchased ALL my household appliances from Sears over the last 25 years & to be told that I have to wait 10 days for POOR customer service is not acceptable & will never purchase ANYTHING from Sears again . All that can top this off now is to be told it will cost me money to fix now . I purchased a new one not to have issues . Not a Happy customer & Carol @ South Edmonton common should retire or take a refresher course in customer service . Regards , KEN TLUCHAK
I have had problems with both my washer and dryer…They were purchased in Feb 2012. I have called Sears about 20 times and can’t get anywhere. I have had about 3 apts and no one shows up from A&E. Around the first of December a guy came out informed me that the dryer needed a new control board and the washer is knocking and making noise because its not level. I called from day one of installation about washer not being level but sears service advised me its my problem. I finally got in touch with a manage and she said its sears responsibility to level the washer and she would send someone out to take care of it and of course today they guy called and when I answer phone he hung up and then I cal;led back and he hung up again. I called 2 additional times and he sent me to voice mail. He called sears immediately and said he could not get in the gate. My husband was leaving home at the exact time and the gate was open. Our gate to our community opens at 7 am- 5 pm so the guy just used that for an excuse not to work AND IF the gate had been closed all he had to do is to scroll to my name and the gate would let him in. I have been through complete hell since I purchased this Samsung washer and dryer. For a control board to go out only after 7 months and all the problems with my washer. I would like for these to be replaced!!!!!;
please call me at 205-296-2600
On July 2012, I purchased a Kenmore upright freezer from a Sears store located in Queens Village, NY, store #0005133, which was placed on back order and scheduled for pick-up from the store on August 18, 2012. The Kenmore freezer was pick-up from the store September 10. 2012 and soon-after, September 24, 2012, the freezer stopped working. Called the store and request information on how to return the item and was informed that I had to make an appointment for a Sears repair technician to examine the freezer to make a determination if it was a manufacturer failure prior to the store granting me a refund.
The repair technician examined and determined on September 28, 2012 that the freezer stopped working due to manufacturer failure. I returned the freezer to the Queens Village store, #0005133, on September 29, 2012.
Customer service representative and the store manager informed me that I will not be given a refund and I only had two options which were to either exchange the item for another item or take a store credit—store manager stressed that he is not supposed to issue a store credit to customer and I should be happy. The store manager said that my purchase had exceeded the 30 day return policy period and the 30 day clock started from August 18, 2012—the day the item was available for pick up at the store. I explained that I picked up the item September 10, 2012, and the item stopped working after it was picked up from the store.
The customer service representative working at the store was extremely rude and uncooperative. Having requested for the store manager, he refused to issue me a refund and repeatedly stated I had exceeded the 30 day return policy period. Sears appliance return policy online notes that appliances may be returned for a full refund within 30 days for gas powered appliances, and within 90 days for general electric appliance.
Having reviewed this return policy online, I am confused as to why this particular store manager is misguiding customers by providing incorrect information and not complying with Sear’s appliance return policy. The Kenmore upright freezer that I purchased was an electric appliance, and, according the Sears’ return policy, I was within the 90 day return period. The customer service representative and the store manager—working September 29, 2012–refused to provide me with their employee ID numbers to make a complaint, and the store manager explained that I forfeited my right to file a complaint once I accepted the store credit.
He explained that if I accepted the store credit, then I was consenting to agree to Sear’s return terms, at which point I had not option to make a complaint. After having gone back and forth with the store manager for close to an hour, the store manager finally scanned my sales receipt and noticed that the freezer was indeed picked up on September 10, 2012. I ask Sears Corporate Office why this process could not have been followed by customer service representative when I first arrived to the store which would have avoided all the confusion and provided me with the assistance I truly needing. The store manager finally gave me the credit I was entitled to receive, but not without unnecessary aggravation and additionally inconvenience to an otherwise frustrating experience.
This whole situation has been extremely upsetting and this is why I write this letter. No one should be treated like this, especially when they are within the return policy period. Please note that having experienced this, customer service representatives working at this Sears location either do not understand Sear’s return policy or are intentionally not providing customers with incorrect information and are acting upon incorrect information.
More so, customer service representatives should not be allowed to mistreat customers that buy an appliance in good faith. Customers expect compassion and understanding for the great inconvenience they experience when the appliance break down, such as with manufacturer failure which was what happened to me. Additionally, I took a day-off work for the maintenance call, incurred expenses resulting from food spoilage, and was humiliated and embarrassed in the store, then provided with incorrect information on Sears return policy. I write this letter to notify Sears that customer service representatives and store managers need to understand the stores return policy and need to treat customer with courtesy and respect when assistance is needed.
Customers anticipate problems will occur; however, we do not expect customer service representatives to embarrass and humiliate us and provide us with incorrect information, then refuse to offer assistance to remedy the situation. This lack of good customer service assistance only further serves to inconvenience customers. I request for Sears Corporate Office to look into this matter and to established procedures so no other customer is subjected to what I recently experienced.
I ordered nearly $3,000 worth of merchandise (a Husqvarna yard tractor and a Craftsman rear tine tiller) on April 2nd from Sears with a delivery date of April 11th. I took off work to be home to get my merchandise on the 11th. To help move things along, I called and gave the customer care people the best # to reach me in case they needed directions to my home and the lady put me on hold so she could give it to the driver who was to deliver my items. She then told me I was #6 on their delivery list and that they were currently on #5 – I was next in line! I was so happy! Finally I was getting my wonderful new mower and tiller! So I anxiously await the delivery truck to come down our road. A few minutes later, the delivery guy from Excel calls asking for directions. I gave him detailed directions and I told him I had taken off work and was anxious to get it so that I could mow my now knee-high grass. He asked how far from Highway 380 and 75 he was, and I told him he should be at my home in 30 to 45 minutes.
An hour goes by and so I call to find out where on earth the delivery truck is. Imagine my surprise when I was told there was no delivery scheduled for April 11th, that my mower and tiller was not to be delivered until April 14th. I told the lady that I had taken off work specifically to get my items which had been scheduled for the 11th for nearly 2 weeks! So she reads the notes and comes back on the phone and says the delivery person wasn’t able to come to Bonham and so they rescheduled my delivery. No phone call to me asking if that is okay, no apologies, no nothing!
Let me just be blunt here for a moment – Sears has the worst customer service in the world. Nobody at their company cared that I had taken off time from work to wait on my mower, nobody cared that I needed that mower immediately to mow my yard, nobody cared that I spent quite a bit of money on gas to get to my home. They simply did not care.
I then got online and started looking to see if I can find someone who can deliver me the same mower immediately so that I could cancel the order. I found on the Sears website that they are now offering a free cart with a lawn mower purchase of over $1,299 which mine most definitely was. So I called customer care and they told me they could not give it to me, even though I lost a day of work and tons of gas in going to my house waiting on your delivery truck which never came. If Sears now offers a promotion that I qualify for, and my mower has not yet been delivered, I should be entitled to receive it. I do not understand how they can expect to screw customers over like this and then not honor promotions that you have going on. It was through Sears’ own negligence that I did not get my mower and tiller, so I should be entitled to this cart.
So if you order from Sears, just know that you cannot trust anything they say. If they will treat a customer who spends $3,000 on merchandise like this, they will treat customers who spend less even worse. Do yourself a favor and buy your merchandise from a local merchant. A local merchant will appreciate you and will do anything in their power to keep you as a good customer. Sears is just too big for its own good. Nobody there cares about you because if they lose you as a customer, they have so many others that they just don’t care if they lose you.
Sears Hardware and Appliances – Franklin Farm, Herndon Va.
This store has some the most unprofessional people you will ever meet. I walked in and there were 5 guys gathered around front “Key” machine, laughing and just cutting up. You could tell my their attitude they could care less about their customers. I came in for an item – which was on sale, of course they did not have the sale flyer from the morning paper and were totally unaware of the sale . . . these guys also knew nothing about the product and were really just a bunch of “Punks” wasting time – fairly belligerent and didn’t want to be bothered. After the item rang up at full price – The guy at the register told me to pick up the item from the check out area and bring it back to where I found it so he could check the price. After going to places like Home Depot and Lowes you can understand why Sears has gone downhill. They hire all idiots that Home Depot and Lowes wouldn’t take. (LOL)
Had problem with washer making lots of noise. Called sears,tech comes orders tons of parts, when parts come in puts in only to fry the mother board. Was supposed to come next day doesn’t show up, when I call to find out I get a very rude technician on phone named ‘jen’ finally make an appt. with her. Called a day before to confirm the appt Only to be told there isn’t any appt. When I get mad at them and ask to speak to the supervisor ; the supervisor confirms I have an appt for next day. Later in the evening get an automated call fom sears asking to call to change the appt. when I call again there is no record of the appt. and I have to make a new one which is a couple of days later. I was on the phone for an hour with no result, now the supervisor is supposed to call and so far hasn’t. To think I just renewed the sears protection plan for all my appliances. I would sincerely recommend not to get it. Worst service ever and to top it rude customer service which gives you an headache.
We ordered a dishwasher for our tenants from the Sears and later Kmart website 5 times and it still hasn’t been fullfilled! The first time our ordered was cancelled by the Sears fraud department because we used our Sears card and they assumed it wasn’t us because we haven’t bought anything in about a year. The second and third time the dishwasher we ordered was out of stock.
The forth time the online sales agent didn’t order it at all – because most of Sears/Kmart online business is outsourced and it’s hard to understand the agents let alone that they understand us. Don’t get me wrong I’m not against foreigners – I’m a foreigner myself – but I have been asked over the phone to spell every single word including my house number!!! by one of their agents in India. We were NEVER notified by Sears or Kmart that anything was wrong with our order – no emails or calls.
We only found out that something was wrong when the dishwasher wasn’t delivered. When we asked why nobody from Sears ever send us an email we received rude comments from their agents that we didn’t check our junk mail and that the emails informing out have been sent out. We even asked them to double check the email address they have on file and only found out when we placed the last order that our email address was miss spelled in their computer.
The fifth and last time we placed the order we finally received a confirmation email telling us that the ordered would be fullfilled by March 13. Today !! I receive an email from our tenants that the dishwasher still hasn’t been delivered. As I check my email account – there is no notification and on the Kmart/Sears website there is not even anything listed about my order.
No information to us and no info of why our order hasn’t been fulfilled or cancelled. We are so frustrated right now that we will CANCEL our Sears card and will NEVER order from Kmart or Sears again!!! We will go ahead and order the dishwasher from a different store now. This has been the worse customer experience with a store we have ever had.
We have bought all of our appliances from Sears in the past and have been a loyal customer for over 10 years! With this experience Sears and Kmart have not only lost a loyal customer – I can assure you this. We will also send a report to the BBB and post a review on other websites. In times like this you don’t have to wonder why companies like Sears and Kmart are going under, right?!
Luckily there are other companies out there who really honor customers and not drive them away and luckily for us there are plenty of other stores we can chose from.
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