Sears Complaints Continued... (Page 7)410+ reviews added so far. Upset? Call Sears corporate: 847-286-2500
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.
I have made big appliance purchases at sears before and been happy so im very familiar with you’re price match up policy on 3/2/12 i called customer support to ask a question about youre policy…. this to be specific (If you find a lower online price (including shipping, handling and delivery) on an identical branded item with the same features (in Consumer Electronics identical brand and model number) currently available from a local competitor’s retail store honoring its own online price.
And the item is currently available for sale and delivery in your area, Sears will match that total price, Plus give you 10% of the difference. Just print the ordering page, including shipping, handling and delivery, and bring it to your Sears store at the time of, or within 14 days after, your purchase. If you are purchasing the item from sears.com, please fill out a Price Match form.)…..so since my price match was from lowes.com and it said free delivery the agent (15272) agreed and said yes i qualify but i had to purchase today ….
I agreed since it was a great deal( so i thought) at first he had some issues on his side looking at the website but finally got in when he said i qualify for price match up and free delivery and setup i actually changed from the white stove to stainless steel which is more because you guys gave me such a good deal!!!!!!!!!!!!! he gave me a price match up ref # which is 19074 was very persistent i write that num down …. we were on the phone for a long time to get all the numbers correct!!!! even had to make a third party call for payment ….
he inform me he couldn’t make a price change so what would happen is he would charge the full amount ( regular price plus delivery) then i also added warranty and removal then go right back and credit my card the difference (167.09) which would take 3 to 5 days i agreed didn’t see a problem with that…..well after checking the order status i see were he deducted 69.99 for delivery (which he had to get that from somewhere…. hint lowes.com because you guys don’t do free delivery unless purchased with sears card) but saw the regular price …at first didnt think nothing of it since i thought it would be credited on the card but then i had doubts so i contact customer service by chat …
she informed me i didn’t qualify and the ref # he game was invalid i didn’t have a lowes near me (7.1 miles away from home)…i explain her the situation and all she could offer me was 5% for inconvenience well im not very happy with that because that was not what i agreed with when i purchased the stove nor was she really listening to what i was saying she kept telling me to call in and speak to a manager …the only reason i used sears cause i know about the extra 10% if not i could o went to wal mart where they have the stove as well and they would of price matched and deliver a lot sooner ( spoke to manager so i knew they would do it) instead i went with you guys …
i didn’t mind a later delivery cause of the price but now i have OVER paid have to go by my own gas hose cause you guys didn’t have it and wait a week for the stove!! non the less i didn’t receive the the great customer service i usually get from sears!!! so after chatting with rep i called in like the cat rep told me to do and this rep was very nice after some looking into saw were the stove IS available and doesn’t understand what happened ….she said she sent the case to a higher level will see what happens but right now i feel trapped and played for a fool!!!
feel like the first rep was just saying yes yes yes to everything and just charged what he wanted!!!! i cant cancel the order because you wont refund the warranty so i guess lesson learn and im going to never trust and make a purchase from sears which i normally use a lot being military its one of the stores that is always around!!!!!! In ending i am not happy with this whole transaction and definitely not happy with rep 15272 I hope he is not allowed to con another customer!!!!! i have NEVER experience this!!!! especially after proving i was correct!!!
Even the last rep saw it! I have all the number and print out add from lowes which expire tomorrow and instead of helping me and investigating because obviously something happened you guys offer 5%!! (off your price) Very disappointing
Thank you for your time
We ordered a Sole elipitcal from Sears and we were called and told we could pick it up on Friday. We arrived and submitted our receipt. After waiting about 25 mins., a representative came out and told us they could not find our order. After being ignored for another 15 to 20 mins. it was determined to not have been delivered. After many other attempts to satify us, they went to work on reordering the product. No one appeared to have a clue as to how to go about this. They tried on different computers and 2 different managers and a salesman.
After another several attempts to reorder without success, they drug us around ro the front of the store and tried to do it again. At this point they decided we needed to bring in our Sears credit card. It had not arrived in the mail yet. They said to just “swing by and present it.” We live about 50 miles away. After punching in more numbers and calling for more help, a Sole eliptical that was around $1500.00 was now showing over $2200.00. That was the last straw. At this point and 1 hour and 35 minutes later, we cancelled the order. Unbelieveable.
This is the Sears store in South County Mall, St.Louis, Mo.
-The first situation is receiving a very important appliance. I purchased more than $10,000 worth of appliances from Sears in October 2011. At first, the Sears sales associate “forgot” to order a blower than goes with my vent/downdraft for my kitchen. Finally, after weeks of calling about the blower a manager ordered the item in November 2011. However, it is February and the blower has still not been delivered. They are now saying it is going to be March 2012. I cannot wait that long and I want to return the item. I had to order the item on the side which was another nearly $600.00 The store where it was purchased was suppose to return the blower and call me.
Again, I have been waiting and no one has called!!! The appliances were electrolux. I would NEVER allow SEARS to represent my company!!! -My other complaint is returning a part. After ordering all of my appliances I needed a trim kit for my microwave. The sales associate was suppose to give me the appropriate model number to place the order from home. After ordering and receiving the item it was the wrong color. My appliances are stainless and the trim kit was white. I simply need to return the white trim kit. I went ahead and ordered the correct color after weeks of calling and trying to get the appropriate numbers.
However, I have been trying to get a return receipt emailed to me for one month and can’t get them to email it. They say they are going to, but never do. After speaking with sears five times and several weeks and trying two email addresses…still NO receipt. I even took the trim kit to the store and the manager there called and spoke with the online sales people. They said to sit the appliance out and within three days UPS will pick it up. It has been six days and still no UPS pickup. I have left the tappliance on my porch day and night. So they cannot say it was no there!
The microwave is frigidaire. Once again, I would NEVER allow SEARS to represent my appliances! -On a final note, the double oven I purchased are not heating and the face lights are burnt out. The repair associate is “suppose” to come here on Wednesday. Again, these are ELECTROLUX!!!
The Sears autocenter #6220 at Eastland mall in 2765 S Hamilton Rd., Columbus OH scheduled my truck for repair. The schedule was for 1 and 1/2 to 2 hours. After waiting for two hours, the shop manager told me that a technician had gone home and that they did not know when my car would be finished. I had the option to wait without an estimate of when the car would be repaired or take my car out of the shop. I was also given the option to purchase the part received from NAPA if I wanted to have someone else do the repair.
My 1995 Ford F150 needs the starter motor replaced. This is a very short duration and uncomplicated R&R procedure. I will go elsewhere. This is not the first time that the Sears autocenter here and other stores have disappointed me. I do not expect to ever again ask any Sears to perform any autorepair.
I am very disappointed with Sears. I want compensation for my time and travel. I came to this Sears from the Candlewood hotel in Gahanna and spent two hours waiting.
After saving for a year and a half after my husband passed away I was able to pay to have my homes HVAC unit replaced BY SEARS. So I hired an installer to purchase and install this for me. Exactly 2 months after this $4800.00 purchase and install the unit began leaking freon on a regular basis having to refill it every couple months. The installer was very helpful for a while refilling it for free while telling me that if I went to any other source for repairs he would cut me off. Well finally he wrote me a letter stating that the unit was a lemon, Heil Comfortmaker 3 ton unit IS A LEMON. Well my son has been trying to help me contacting Heil Corporation, who is very rude and blames everything on SEARS, we cant get anyone on the phone at Heil at all.
So, when we contacted the Sears corporate office the man on the phone told us he would wave an inspection fee of $69.00 for us as a courtesy. So, we paid $4800.00 for this unit, and have now replaced a couple relays that cost over $100 a pop, freon refills now cost $250.00 every other month and we have had to replace 2 thermostats in the past month. And they want to help us out with $69.00 on something that should have never happened, SELLING A DEFECTIVE UNIT. So I asked to speak to someone in the Presidents office, and that GUY tells me I am waisting my time cause he will just send me back to him everytime. How unprofessional is this? So is there anyone out there that can help???
Is there anything that can be done?? Before I get the BBB involved or FTC, or surrounding News Investigators involved, or post hundreds of youtube videos around about this poor customer service, is there anyone that can help, or anything that we can do to get something done about this.
Hello. My name is Al and I live in Florence, KY. My mother recently bought a Kenmore Refrigerator online and had the address to be shipped incorrect. When we called to change the address on the shipping information they kept us on hold for 23 minutes then transferred us to someone they said could help. After being on hold with this person for several more minutes we were told that they could not change the address for the shipping. I thought this was ridiculous. We had to cancel the order and redo it. My mother got fed up and decided not to purchase the Refrigerator from Sears anymore.
I just did not understand why they could not change the address because the person(s) we spoke to were barely understandable. I understand that this is not your fault but all I wanted was a result that could benefit the both of us and instead I got nothing.
2 years into a top of the line Sears elite Washer, $1699.00 and it is junk, the repair agreement covers $500., it costs $664.00 to repair so they offered us a voucher for $500 to buy a new one! Like I would want anything again from Sears, this is so outrageous that it is near fraud! Why and How can a computer go out on a washer that is 2 years old, there are only 2 of us in the house. Our laundry needs are maybe 2x a week! My husband is appalled at the cost and the lack of standing behind their top end appliances! Never buy Sears, you are only asking for problems.
Dear Sears, I will never do anything through you guys again! Your business is crap. When something is suppose to be covered under warranty or if something is screwed up on your end, it takes you forever to get out and fix things and then you charge out the butt. Any loop pole you take in the warranty, you take it.On another note, everyone’s time is valuable and when you don’t show up during the time you are suppose to, you call. I shouldn’t have to call you to find out “why you never showed up, and you should NEVER tell someone that you just didn’t fee like making it out there today.”
I would rather pay someone else DOUBLE than deal with your company. Everyone I dealt with was extremely rude and unprofessional! I will be spreading the word all over to NEVER do anything affiliated with you again. I truly hope you go out of business or learn some proper service!
I purchased 4 Gladiator 30″ storage cabinets on line from sears and they delivered them to the store. The people at the pickup location were outstanding. I went into the store to buy track to hang them and I couldn’t find anyone to help me. This is the second complaint this year about not getting help. Lastly, the store had the same cabinet on sale for $ 20.00 cheaper than I had just purchased them for. I emailed the Sears site where I bought them and I have never received a response. My order and confirmation number is 280234986 and the barcode number is 093001389363.
Sears advertises the lowest price and I want $ 80.00 refunded to my credit card, $ 20.00 for each of the four cabinets. Sears service has gone downhill from the old days when I first began dealing with Sears and Roebuck.
Bought a range hood a few weeks ago. Turned out to be a 700.00 dollar referbished piece of ###… Anyhow, this range hood has a tendency to turn on when it keeps the rangehood lights on permanently. Sears, “technicians’ have been over twice and still no result. I called, pleaded, argued, and almmost got into a physicall confrintation due to the current staff. What ill do i dont know… but… I have come to reallize that franchizing is what is killing customer service and the reputation of sears. It really is no different then buying a excpencive car. Having problems with the car. And nobody to help you with it. It is insulting …
Thanks to my anti sychotic pills, people at that store mangaed to live another day… Also, the coller your skin really affects the attitude of the staff. Thirty years ago I to was an imigrant, but instead of excpecting things , I adjusted and worked for what i wanted… Just because my subureb has been infested, sears has no wight to support them jst because they could afford the franchise.
i purchased a mattress and box spring to be delivered to my daugfhters apt. i paid for delivery and haul-away. When items were delivered, drivers told her that they did not haul away anything. i called sear delivery and wanted to know why deliverymen would tell this and also asked for a supervisor to call me since i would now be inconvenienced for hopefully the haul away that i had paid for. i never received a call from either delivery to reschedule or a supervisor to file my complaint. I gave up and paid someone to get the old mattress and box spring.
Only to find out when they get there that the deliverymen had stood the new mattress and box spring on their side up against the wall and never even removed the plastic coverings much less set them in place for her on the bed. i cannot beleive the absolute horrible experience this has been with sears. i have always purchased all my appliances from sear in all my years. however, thanks to this purchase i will never step foot in a sears store again in my lifetime and will be sharing this story with as many people as i can.
To whom it concerns, I am very displeased with your company, I purchase all my appliances from Sears, I highly recommend all my family & friends to Sears. Needless to say I will no longer be recommending Sears. I was scheduled to receive my delivery Oct. 15, 2011, When it arrived to my residence it was damaged. I was then told it would be delivered the morning of Oct. 16, 2011, I waited and waited, I then called, and was told my delivery was in route to my home. I continued to wait, I then called back within the hour, to be told my delivery never left the warehouse, for some reason it was suppose to be damaged also, but I was informed it was in route,
when in fact it never left the warehouse.
I never received a call about any of this, I called and to my surprise It never left the warehouse. I was then informed that it wouldn’t be delivered til Oct. 18, 2011. My time is valuable also. No one called to verify if Oct. 18, 2011 was a good date for me. I had the utmost confidence when I made purchases from Sears, needless to say I no longer feel this way. Whereas I was willing to pay a higher price than I would at Conn’s due to my high standards for Sears. I am very very disappointed. I received less than good no where close to the perfection as usual from Sears Co. I really hope you all do a better job with others.
Your reputation is really going down because of the incompetence of the employees and or employers neglect to your consumers. I must stress again I am very, very, very, very dissatisfied. I really hope in the future Sears do better than what I have endured.
I build cabinets and install appliances. With all appliance companies I have found complete specifications for their appliances on line, especially ‘cut out dimensions!’ Not so with Sears Kenmore. After trying online, I called for help. Only to find a dead end and a bad attitude. I had to go the the store, where I was showed a book with, cut out dimensions. The sales person look at me as if I had two heads! We can’t receive the appliances, with the installation book until a later date and the building needs to start sooner. SEARS…show more specifications especially cut out sizes on line….please…I wouldn’t recommend Kenmore kitchen appliances.
I am sure you receive a lot of these emails, I am 85 years old and my lovely wife is 82. We have been a Sears customer for over 40 years, never had a problem. Until last year we bought a refrigerator paid 1300 dollars for it which is a lot of money for us. It worked fine for a few months then started to have problems, the repair guy came out a few times but it still didn’t work right. Sears decided to replace it which was a great idea, we had that one for a few months and the control board went bad, repair man came out again but the factory kept send wrong part finally the right one came and it didn’t fix it so we decided to exchange it for a smaller unit.
we got that refrigerator in August of this year, it was delivered with missing parts but worked so they ordered new parts for it. We had it for a month and it started to leak water, then it started to freeze food in the refrigerator part, lost food, and the parts they sent 7 times were wrong. Repairman came out 4 more times and the thing has not worked since. I called and called but kept getting the run around, finally I got some one in resolutions who said the would remove it and refund our money. Let me say something about the bill, original bill was 1300.00 dollars, we exchanged that refrigerator with this one 900 dollars.
Sears has not repaired the bill so we have 2200 dollars worth of refrigerator expenses and a refrigerator that doesn’t work. Sears has not given our money back on first one. Back to resolution hot line, first they said no problem we will fix this remove it and refund money Great! Then we get disconnected I call back get another person who said same thing she puts me on hold and we get disconnected again, call back get this rude lady who says no you will not get money back and writes a case number #3820371, so I ask for a supervisor because other ladies agreed to refund money and take it away.
It takes the supervisor 6 hours to call back only to tell us he is sorry but nothing he can do but exchange it. The way I look at it we bought the original one had it exchanged, once it didn’t work we bought a new one in August, it has not been 90 days so we should get our money back. I use to think Sears was one of the backbone company’s of America, but I am ot sure now. I worked for GE for 42 years and I know we would never treat our customers this way. Not an 85 and 82 year old over 900 dollars. I would just like some one to come and get this broken refrigerator out of my house and my money back. Thank you for reading this hope to here from you.
MODEL #LMX25964ST100 serial # 008KRUC00694 can not get a repair tech or any replacement through manufacturer warranty. I bought it in 11-20-2010 and freezer dont work or ice maker and it runs constantly. So I have unplugged it after 6 days of straight running cause I was afraid it would get to hot and catch on fire. Can some tell me what I have to do to get it taking back since it has not been fixed and run so much! It is a Double Door LG refrigerator and I have talked to LG customer service for a whole week and still cant get nothing done and even contacted Home Depot where I bought it and a extended warranty but they cant do nothing.
It is still under manufacturer warranty.. So needless to say I probably will never buy another LG product… but would like mine replaced or refunded for it!!!
I bought a new whirlpool washer at sears Middletown on 8/13/11. I picked it up, took it home and installed it on Friday. Dead on Arrival. Called whirlpool warranty… just after 5pm. A nice young man in some other state was able to tell me that there was nothing I could do to fix it that night, so onwards to scheduling a service appointment. Increasingly hard to maintain contact, Customer service reps (CSR) go repeatedly through pleasant sounding scripts taking all demographic info, then lose the call and don’t call back.
An appointment can be made for a service call several weeks after I bought the machine, the Tech says, it needs a new control module which will be shipped to me, earliest date to return is two more weeks (9/15/11) I escalate as high as I can go through CSR department to no good result. Today is 9/15, and the tech calls to say he is on his way. I ask if he has the part, he says UPS dropped it off, is unable to give tracking number or drop off date. Says CSR will call to reschedule. CSR calls while I’m on the phone, leaves voicemail to call back. When I call back, is unable to schedule appointment to install part any earlier than 9/26/11.
I complain this means that I have to drag my laundry off to a Laundromat for another two weeks, but “eva” remains unmoved, that is absolutely the earliest she can schedule me for. I had tried calling the Sears store I bought it from, but am unable to reach department or store manager. Some of the people I talked to include “Leona”, Brian, Ethel Bartoli, (a brand central mgr), France, Matham, Dorothy, Lamarr, Jaime, and Trish. I also spoke with “James”, who answered the phone for William Crowley, who was unable to be of much help either.
When I bought a new machine from Sears I expected it to work, Not to have to pay a penalty in time and aggravation because Sears customer service is not consumer friendly.
Did not honor tire price or rebate. I got a quote for tires online at Sears Tire Center for the local Sears store for both my dads car and mine. I went to the store with my dad and he purchased his tires at the quoted price. Fact is they even lowered the price by a few dollars. It’s to early to tell if he will actually get the $160 rebate promissed him though. I went in two days later with my printout for the exact same tire type just in a different size and was told after several minutes of trying to be sold a more expensive option that they would not honor the price quoted me.
THE DEAL IS STILL ON THE COMPUTER!! So I didn’t get my tires at Sears and didn’t get my $160 rebate. I ended up having to shell out an additional $100 for tires elsewhwere…I am PISSED and Sears has lost another loyal customer. 83ebf4
On May 24, 2011 our Bosch diswasher we bought from Sears in 2003 began leaking. I called for a repair service and a tech came out. He used like a magnifying glass and look around but cld not find anything – cost $109. Diswasher still leaking I called Sears again for a tech to come to my house, same tech sent out this time he “found inlet water pressure to high redcued input water pressure, checked operation”. The charge $144. Later than day my daughter came home and asked why I paid again and I said your right, the reason I was niot thinking will be revealed later.
I can’t the check and immediately called June 10 and told them I had canceled the check. She stated they would send out “Sr Tech”. Over Memorial Day weekend we went camping and when we returned the whole floor was wet clear thru into the garage. Called Sears again and talked to another rep who told me I never should of been charged for second visit and I have 90 day warranty from the time they come out. On June 15, 2011 they sent the SAME TECH out to my house and I finally kicked him out telling him I did not feel comfortable with him working on the dishwasher and asked him to leave. Before he left I made him sign a that he confirmed the water damage to dishwasher, kitchen floor and garage.
On June 21, 2011 a Sr Tech came out and replaced the water inlet valve, I paid him again $9403. The problem is now fixed.
I made claims with there claims office. She advised me to send pictures and get two estimates which I did.
On June 23, 2011 I received a Demand Letter for payment on the stopped check from TRS. I disputed the claim and sent in my letter July 11, 2011. On June 25, 2011 I received another Demand Letter for payment from TRS. Again, I sent in disputed letter. This part finaly got taken care of.
I called Customer Solutions on 7-7-2011 and talked to rep about being sent to collection agency. She stated she would have someone call me. No one called.
I called again on July 8 – no return call
I called again on 7-11-2011 and talked to rep who stated she sent message for tech manager to call me back within 24 hours. No one called me back.
On 7-22-2011 I called and talked to another rep and stated I was not going to be calling again and if they sent me to collections we were going to court.
On July 25, 2011 my husband was diagnosed with Stage 4 lung cancer, brain cancer, espogas cancer. We flew to Arizona and was down there for 3 weeks.
When we got back I called the claims office to see where we were. She stated I had to get ahold of the Bosch Manufactured and send in faulty part ( which I thru in the garage).
I called again on 8-4 and left message for claims office. No return call.
On August 24, 2011 I finally received letter from TRS that they have charged back fee.
On August 6 I again talked to Sedgwick CMS who explained I would have to talk to the manufacutre myself. Well guess what, the manufacturel wanted the part which I had through away.
The damage was done by Sears yet they refuse to fix the problem.
At this time I do not need additional stress in my life as I have my hands full dealing with my husband. I will never shop at Sears again. They have lost all sense of what customer service is.
Why would I have to deal with the manufacture when in good faith I dealt with Sears. This claim is only $ 1,510 for replace the sub floor and lay tile down. I will never buy from Sears again and am very disappointed in them. Small claims court here we come!!!!! but we very aware the $ 1,500 just went up to addl $5,000 for pain and suffering.
I bought a dishwasher from Sears.Com. I agreed to pay them extra to deliver it, install it and take away the old unit. I also paid for an install kit. They kept me waiting 10 days for delivery. At 11:00am on the delivery day, I called to ask them when they were coming. They said, “relax, we’re coming today” I waited some more. At 4 pm they still weren’t here, so I called them again. They said, “we have decided not to come. It’s too much trouble to deliver to your area, We’ll just give you your money back, but it will take 10 days to get a refund on your credit card” I said, “what do you mean its too much trouble? Sears is only 56 miles away and they deliver to my area once a week!”
Sears.com said, “well, we aren’t them, and we think your area is too much trouble to get to!” They held me up for 10 days, and I am still waiting to get my money back from Sears.com. Then I called the Sears brick and mortar store in Flagstaff, Arizona. I told them what happened with Sears.com and asked why they were allowed to use the name sears if they weren’t Sears. They said they were Sears, just a different division. So I bought the dishwasher again from Sears brick and mortar, paying extra for delivery, take away of old unit, installation, install kit and extended warranty. Sears kept me waiting 2 weeks for delivery.
When the delivery man arrived, he left the dishwasher in my living room and without making any excuses went away without taking the old unit, without installing the new unit and without leaving the install kit I had paid for. I am stuck with an uninstalled new dishwasher in the living room, no install kit, and the old unit still under the counter! Sears has done nothing to rectify this. Sure, they said they would refund the install fee, the delivery fee, and the take away old unit fee. But that still leaves me with two dishwashers, neither of which works!
And for the time being, the price of two dishwashers, two deliveries, two installations, two take away old units, and two install kits remains on my credit card ! I have done business with Sears for years. All the appliances in my home came from Sears. I own stock in Sears, but not for much longer. Sears isn’t the company they used to be.
Sears I had a scheduled AC service call for 8am to 12pm this morning (Wednesday). At noon I got a recorded call that the repairman was running late – OK, at 2:30 I went on their repair site and asked how late and I was told 3:23 – ok, at 4:15 I called and was told the tech would call me – ok, no one called, at 5:30 I called and was told that the tech said I was not home and I needed to reschedule (no tag on my door) – NOT OK! I escalated this and was told that the first time they could get to me was Saturday – my first call was on Wednesday.
I am recovering from surgery and cannot go out therefore I was home all day and they blew me off. I paid for a 3 year maintenance agreement and everyone says thank you for being a premier customer but they do not know how to treat a premier customer. I am now expecting service on Saturday 1pm to 5pm. I will be on the phone every 15 minutes until they show up and I will do everything in my power to slam Sears Service every chance I get. I am 70 years old and recovering from back surgery so I am house bound. The tech just decided to go home and I am the one who suffers. Lies!
I recently placed an order of 2 HP Touchpads through sears.com. The “black friday” of the year items. They were still currently priced at the original pricing, not-reduced. I knew they would reduce them as HP issued a public statement. After I placed my order, I called them to check if they would be able to do a price reduction in the future, she said yes. However, she did warn me that the model number on this means that it would not be reduced.
Shortly after that call, I get a call from a local Sears rep saying she’s from the “order verification team” and wanted to let me know that Sears would not be issuing a price reduction on these items and if I wanted to still order at full price. I asked her multiple times if she’s sure Sears would not be reducing the pricing and she said yes. She also said because this is a “clearance” item, there’s no price matching. I had a feeling she just made stuff up to get off the phone. So reluctanctly, I told her to cancel my order.
Then about 2 hours later, I checked sears.com and the price had been reduced! WHAT THE ****! The same items I just had ordered and cancelled because Sears said they would not be reduced, were reduced less than 2 hours after I cancelled my order. Sears basically screwed me. If the “order verification team” ever calls you, just tell them to go away. Sears has the most misinformed, lying service representatives I’ve ever dealt with. I’ll never shop there again. I’ll probably be filing a BBB and FTC complaint soon.
As so many others have said al;ready Sears is no longer the Company they once were. Their service is lousy. The Techs are not dependable and on top of that they are rude. They esculate calls only to not have a satisfied customer. I called to have service on my side by side refrigerator. I was called on the same day to say that the repairman could not find my home. I indicated that the serviceman was rude and i even went to get him and he was not sitting where he was suppose to be when i initially gave him instructions on hopw to get here.
he rudely says if your house is 7 minutes/7miles up the road he said “well is I am driving 80 miles an hour how can i determine where this location is with that information” I said i would think you would use common sense and base this fact by the normal speed limit. nevertheless i shared this information with the company, however they act as though they have no control over the techs. now we have to schedule for another day mind you i am caring for my terminally ill husband which they were told.
the next person solved one problem but then the piece that i told them that i heard broke is still unresolved, i have continuosly water flowing into my ice tray causing blockage. i wasted a lot of man hours with this company with no satisfaction and they continuosly want to push their service warranty contract for repair which they are not able to deliver satisfactory service. customer beware. with this economy, they won’t be in business long if we take our business elsewhere…
i have been reading the complaints of others and i am seeing the same story from all, that we are being held on hold for very long periods of time. not being connected to someone who can give answers to the problems and never getting call backs.leading many to be totally fustrated with those in charge.there moto is very wrong when they say = WE’RE ALWAYS HERE WHEN YOU NEED US, & WE’RE HERE TO HELP. i have a warenty and now find out how bad it is to get things fixed, so far i have had 3 techs out with 3 differant repair dates and still have no resolve to my problem. I am sitting with a washer that is broke and sears has this carefree attitude about them.
I will never buy a sears product again and if they keep this up they will find that there reputation will be gone and profits to.
I have been a Sears customer for at least 20 years. All my appliance have extended warranties. I just want people to know that they should go somewhere else. A few weeks ago my Kenmore Elite washer broke and I call for repair. It is 10 years old but every year they call me to renew my warranty and I did . My washer is warranted until October 2011 but they wont fix it because the item number of the washer faded and for that reason it can not be fix. I have the original papers and I told the repair man that it should be in the computer too. Basically they dont want to fix it.
I guess that this resession is destroying them and also us the customers. I have to buy 3 new appliances and it wont be from Sears it is not right to come up with this excuse.They but the item number on the door and it gets wet all the time. I have never heard this and I am so mad that I really think I will take them to court. Sears is not what it use to be we have had it.
I have been trying to talk to a supervisor of the customer service department for over two hours today. I have been on hold for the final time 47:37 minutes and going and expect I could be on this line to Sears for the rest of the night. I called to talk to a service employee and because I was complaining about a service call to my home that was cancelled, at least three women disconnected. Each time I called back and when I explained AGAIN that I wanted to speak to someone who could at least try to arrange for me another date, I was disconnectedor put on hold. I called back a minimum of 7 times. I was put on hold no less than four times on an average of 10-15 minutes.
Does Sears even know what customer service means??? They should fire these employees immediately. I know Sears can verify my complaint about these people from using my home number to verify my times being disconnected and put on hold, which shows that their supervisors should also be fired immediately. Sears is no longer a company that can be counted on by their customers and I will look to other companies for future purchases.
the tool department in sears freehold raceway mall in new jersey is lousey,the clerk at main check out is terrible on day shift. I was there to exchange a brocken socket and a worn out rachet, he could not open any doors to get to the tools, he said his only key was broken, no other key in the store,, he walked away saying he did not know when it could be opened. I walked up to the glass doors and pushed them open took my two pieces out of the cabinet, I walked up to the register, the clerk was amazed that i had the tools in my hand,,then he said we dont exchange new tools for warranty, my two pieces were 25 years old that just wore out.
I took the tools that I took out of the cabinet and left, I think Im going to be a LOWES custamer for tha next 25 years….thank you ..
To Whom It May Concern: First, let me start off by saying that I have been a big fan of Sears for my entire life. They have always represented quality products and good customer service. They have always stood behind their products and have done their best to assist whenever issues did arise. That was then. Now, for the rest of the story. I have bought numerous appliances from Sears in the last couple years, including a stainless steel refrigerator, a stainless steel convection oven, a stainless steel microwave as well as smaller items like my vacuum cleaner and other kitchen appliances. Even my tractor is from Sears!
At issue is my Kenmore water softener. Since I have well water, and my well is extremely deep, we have a large amount of iron in our water. You do not see it but it turns sinks and such orange. For this reason, we have the water softener. This is a very important piece of equipment for us. Without it, we cannot do laundry (orange clothes) and all our sinks, toilets, cups, bathtubs, dog water bowls (anything that gets wet) is stained dark orange.
On September 25th, my water softener started leaking. It proceeded to flood my laundry room, closet and our family room (soaking the carpet). I immediately unplugged the unit and called Sears. They said they could get someone out on Wednesday the 27th if that was okay. I agreed and called off work for the morning appointment. The repairman never showed up so I called Sears and was told they made a mistake and the appointment was put in for Wednesday August 3rd. After numerous people and apologies they scheduled it for Friday September 29th.
The repairman came out and found that he needed three parts and had none of them so they had to be ordered. He wrote it up and scheduled the installation for Friday August 5th between 1 and 4pm. When I came home from work on Wednesday August 3rd, I found the packages at my door. I also had a message on my answering machine that I had to call Sears to schedule my appointment. I called the number they left and explained that I had an appointment AND that I had the paperwork in my hand that the repairman printed. I spent the next three hours in phone hell trying to straighten everything out, only to finally be told that they had the appointment and just needed to know if the boxes came yet!!!!!!!!
Now it is Friday August 5th and I am at home, missing my third day of work for this water softener fiasco. I get an automated call telling me that I needed to call Sears and reschedule my appointment. The appointment that I am sitting home waiting for!!! I call and am told by Valarie that they do not have anyone available today so I need to reschedule. I explain that I cannot do this.
They escalate me to Desire (in Texas) who looks into having it done tomorrow (Saturday) so I do not have to miss any more work. Of course, this cannot be done. They instead schedule it for Monday morning. That will be the fourth day of work that I will have to miss so Sears can attempt to come and repair their water softener. I still cannot wash clothes, everything is continuing to stain, and Sears doesn’t care. After all, I already gave them all my money.
I call the Hotline (1.800.795.5030) and ask for help. I explain my whole story for what seems like the hundredth time. I am told that there is nothing they can do. This is not the first time something like this has happened and it won’t be the last. I am flabbergasted that they would say this to me!!! I ask to have this escalated and am told over and over that there is nothing that will be done. They are fulfilling their agreement. I explain that I will have missed FOUR days of work for a simple repair job that most companies would schedule outside of the 8-5 that Sears demands. He tells me “I guess you will be going to the BBB then.”
I let him know that I would indeed be filing a complaint with them and anyone else who would listen and that I would post this story to every web site out there. I also informed him that I would not be ordering my planned new flooring from Sears after all. I also would not be shopping at Sears or any of their other holdings ever again.
I don’t know which is worse. The fact that I have missed so much work and spent so many hours on the phone for a stupid repair or the fact that I have lost respect for a company I grew up with.
I ordered a mattress online, but my local Sears contacted me and arranged the delivery. The first Sterns and Foster broke down after three weeks. The mattress was exchanged for a more standered style Sealy. It was broken in 4 days. I chatted with a Sears employee on line about the bed on day five. I called the phone number she gave me on day six. The young woman I spoke with said she would send me a packet to show me how to take pictures. I had not had this bed a full week and did not believe the responsibility was mine to prove. I ask to speak with her supervisor, she said I could not. I have been trying for over two months.
I guess I expected to get something that looked like customer service. not so. I have been hung up on transferred to dead lines, or never ending rings. The absolute rudeness is impressive,but my husband is still hanging on to keep from falling out of bed and not one person cares that two defective poor quality mattresses have been sent to this poor handicapped man. I have called every line and been promised help that never was delivered, not one bit of compassion or respect. I would love to think that Sears was on the customers side, but that way of life is over. Hope Sears looses all its customers. I know they have lost two!
Same problem as everyone else. My wife and I purchased a set of HE3T washer/dryer from Sears because the sales rep told us how great they were. What a crock! In June/2011, sixteen months after the purchase the washer quits working and displays a F35 and SUD error code. I research this and find out that I need a new analog pressure sensor switch. I call Sears and am told, sorry you unit is past the warranty. I call part’s places and depending on who I talk to I am told the part is no longer available or is on back order, and if I am able to order it it will be $100.00 plus to get it. I used to think Sears was the place to go to for anything, now I would go any place else and pay more.
I purchased a clothes washer and dryer in August of 2008 for over 900.00 each. Since then we have had nothing but problems with the washer. The washer is a HE washer and the first thing to go was the computer brain after about 6 months, A&e came out to replace it under our extended warranty plsn. Then it happened again, A&E came out and replaced everything inside the washer to include tub,computer face and about 2-3 otheer parts. Now it broke again! Service man came out again and told us it was the computer face AGAIN!! Said the part would cost over 500.00!!!
I strongly feel this washer is a lemon and should be replaced with a new 1 free of charge! If no response, my next step will be on the news. I would like an immediate resolve to this situation. Sears does not stand behind the products they sell. Sears is no longer a customer based merchant.
I was scheduled on June 9th, 2011 to have my icemaker on my refrigerator repaired. I called on that morning to confirm my appointment and I was assured that a Sears technican will be there between 1pm and 5pm. Approximately an hour later I received a call that my appointment was cancelled and the next available appointed will be July 24th. I then asked for an earlier appointment as I am having some work done and that two weeks delay will cost me a substancial amount of money. To my surprice I was told I could not get an earlier appointment. As being a long standing customer of Sears this is unaceptable, no provisions of even tried to give an earlier appointment was given.
If such distastful service continues you are never to big to “Fall”. Without “good” customer service you will loose great customers.
This is my complaint. We have had Sears for as long as i can remeber we bought all our appliances from them and our TV’s to. Im like the last person that complained -my time to Sears does not matter….i take time off from work because sears tech’s have office hours 8-5 and cant come any other time and here is the kicker-you have to sit at home waiting for them 8-5 because they are not sure when the tech is going to show-they cant give you a 3 hour window-so its 8-5. I waited the tech never showed-i called serveral times and they kept telling me that he was going to show because i was scheduled, yea i’ll belive it when i see it-He never showed so much for me being scheduled.
To make matters worst he rescheduled me for another day like have no say on how my life is scheduled for me-mind you i have to work. well they think i dont work and have nothing better to do but wait for their tech to show becuase i am at the mercy of Sears….wait for us at our time or suffer….well my microwave has not been fixed and im sitting here wondering if their is such a thing as a class action for false representing or lack of service they give you -well i’ll find out. from a very unhappy customer.
First, let me start off by saying I’ve used Sears Repair service before and it was a great experience, it was about 2 years ago, and in the same area that I live in now. This new experience has been deplorable! Out and out lies and deception. First, it was the automated system saying it would cost $70 to come out and diagnose the problem, and then when you speak to a real person (I use the term speak loosely), the cost becomes $129. Then I made an appointment (for $70), and they did not show up. When I called they LIED and said they called and left a message… they DID NOT. Then they said that my landlord called and recheduled HE DID NOT.
Then they said that the person in my area was sick and needed to reschedule…. now we’re getting somewhere. Just so you know, I called to find out where the service man was, and I had to make new arrangements! I was told that it would be $70 for diagnostics, but when the service men get here, I’m charged $129… it’s a racket. I can’t tell you how unhappy I am about the customer service from Sears Repair. From scheduling, to the diagnostic pricing, to the bait and switch that took place. I don’t know what could have happened in 2 years, but I will NEVER USE SEARS REPAIR SERVICE AGAIN! And, I will tell all my family and friends not to use it. And, I will post this on my workplace intranet… Time Warner/Turner Broadcasing/CNN!
i placed an order at sears online of 1 air curtain sold by unbeatablesale.com. I was given order confirmation by sears and was given an estimate date of delivery by 28-30 June 2011. Today is the 29th when I followed it up I was told that there is info of delivery yet and that they cannot get hold of the warehouse where shipping is originated. I’ve been following it up every now and then but I was suggested to just cancel the order. This is not the kind of business I am expecting from Sears since they advertised the item for online purchase only. Is anybody from Sears can help on this transaction as it is already been paid? Order no. is 240769546.
I, like you, am a hard working individual. I have a job, which requires my devotion Monday through Friday, 9-5:30pm +++ (because I love it!)…. My washing machine decided to break last week. Fortunately, all of the products I have bought with Sears (mind you, Sears is the only store we have bought appliances) have remained true and trustworthy. Confidently I called upon the Team in Blue. Rest assured a technician would be out in 2 days to handle my temperamental washing machine. Kevin knocked on my door two days later with an air of confidence and pleasantries. He was not able to fix my washer on the spot, yet would order the necessary part.
With a slight sense of disappointment I smiled and agreed to Kevin’s plan. He stated the part would be ordered under the status of emergency and please call when it arrives. Sears would be out in a jiff to fix my temperamental machine. So…two days later the part arrives. I felt wonderful and knew that Sears was my best friend for life. So, I call and reach some strange sounding person…(possibly from India)…anyway, rest assured the technician would be out Monday. I told them…hey, “I already took a vacation day off of work, so could you come out in the evening or weekend”?
Strange sounding voice aped “I’m sorry, Miss Borne” about 5 times. Essentially they do not work evenings or weekends…so…what is a working person to do? Well, I hired a neighbor to sit at my house and wait for the Sears repair technician to show up. The time frame 1-5pm. I called to get a more specific time…”I’m sorry, Miss Borne”…we don’t give specific times. Okay, my blood pressure clicks up a few points. Why can’t you give a specific time? What happened to communication? Why does MY life/work not matter? So, ….my neighbor’s son comes over at 1pm. Sears shows up at 4:15pm.
The tech tells him the part that was ordered is wrong. He fumbles around in his van and with the machine for a while. Tells the young man that “it’s fixed”. Yeah!!!! I get the call and cannot wait to get home from my job to do the laundry that has been piling up for a weak+++. I put the towels into the wash and within one minute receive an error message. Hmmmmmmmm….this can’t be right…this is–Sears. My loyal friend. Well, I think to myself…an innocent mistake; I’ll call Sears customer service and all will be fixed. Hmmmmm….am I in a different country w/ customer service?? They don’t seem to understand my needs.
They keep saying my name over and over and keep saying “Sorry, Miss Borne” over and over and over. I finally get so frustrated that I just ask for a refund (since I have spend $254.01 and 2 days of work). The ‘manager’ states she cannot refund my money. She asks me to call back (she can’t help me today)….here’s the icing on the cake….she hangs up on me. I hope this girl gets fired. She was rude, cold, and robotic. I have been beyond loyal to Sears. My husband moves every 2 or 3 years with his job. Who do we buy our appliances from?? Sears!! Yeah Kenmore!! Well, not that my dollar or two (truly about $10K every move) matters, yet good God, that was a horrible experience. Please call me if you want details. At this point (sad to say) we are done with Sears. I will get my refund (since the machine doesn’t work) and will go with an independent contractor to fix the problem.
I just wanted to let you know one of your loyal customers is shocked and going elsewhere. It takes a lot to ruffle my feathers. I am a loving, kind, gentle spirit. Yet your customer service does not understand the English language. Nor, do they know how to satisfy customers. All they know how to do is say..”I’m sorry, Miss ______). So, I wish you luck in all of your endeavors in the boardroom. All of your grandiose ideas will be squashed with the customer service that I dealt with. Know that people matter. Their schedules, needs, complaints, praise, and feedback matter.
Just wanted to let you know what turned around 11 years of faithful purchasing.
This is regarding the services of your repair technicians, the appliance service master protection agreement. We have now been 4 weeks without a functional refrigerator and your technicians first told me the unit did not have diagnostics, the second tech used diagnostics to determine parts and we waited over 2 weeks for parts, the unit still does not work and yet another tech visit and they have ordered ore parts and want to come back again when or if the parts are available. This is crazy, the unit is still not useable and they just keep replacing parts. This is symptomatic in auto repair if the techs do not know what or how to fix something we just keep adding parts.
I understand this is not at my financial cost but my lost time from work and inconvenience of a non functional appliance is way more than I would have ever expected. This unit should be replaced. I have a bad feeling regarding sears at this point and will never renew another service contract or purchase another product from you again. I will also make sure to notify potential customers through social media how this has been so poorly handled. Not to mention the confusion in your automated service appointment calls with conflicting appointment information.
My wife made a purchase at a sears store in the Denver area on June 24 2011and found that some of the items did not fit properly the same night. She went to your store located in the Cherry Creek area the next day and tried to exchange them. She was told that she had purchased the items in Sears’s store that would not allow exchanges and she was stuck with the items. I called the store manager Jim Callahan and left 2 messages concerning this matter and he has not bothered to return my call. I read on the internet yesterday that Sears will probably not be in business in 2012 and with customer, service like we have encountered it is easy to see why.
It looks like your financial troubles have made your Customer Satisfaction policy a thing of the past. I am sending a copy of this e-mail to Lou D’Ambrosio President and CEO, Edward Lampert, and the Denver BBB. In spite of the lack of respect that your staff and management in the Store in Cherry Creek has for your customers my wife spent over $200.00 at the Cherry Creek store on June 25th 2011.
Ron Conner, Denver.
My side by side refrigerator/freezer has a big problem. The freezer part is not working. I have a Master Service Agreement and I have to wait 12 days for a technician. Of course, he is going to come out, not have the parts and then I have to wait another who knows how long to get the thing repaired. Not fun, when it is 100 degrees in Florida and I have water pouring out of it all over my kitchen floor. Emailed the social media address at Sears. They responded immediately – great, I thought! Not so fast. Someone called me at home, so when I got home from work, I called the number (no chance of actually reaching a human being!!) and asked that they call me work number. I haven’t heard another thing.
This “social media” thing is baloney. They just delay so much that you are right back at where you started. Ridiculous.
Washer from Sears stopped working and giving code F11. Sears told me since it was 20 months old that they could sell me 365 warranty or send someone out to fix and it could me a lot more. The issue is the computer board and my books says it is covered for 2 years the lady wasn’t aware of that. She just scares everyone into buying the 365 warranty. Then I find out there is a class action lawsuit on this Kenmore elite h 3 washer. I go to Sears and talk to Store Manager Joe in Colonial Height Virginia and he puts me on phone with their corporate office and the lady asked if I got a letter about this washer yet? I told her no.
She told me I would be getting one in the mail? Why didn’t they tell me that when I called 4 number earlier. They wanted money how many people have just paid? How many old ladies have been scammed like this? Then I ask Joe the Store Manager what are you going to do to make it right and he said there is nothing HHS can do until I Get the letter. What am I to do until then? I have to wash my clothes and Joe the Sears Store Manager told me to go to laundry mat. People spend your money somewhere else.
I go to Lowes and buy a new washer and dryer and warranty for 4 years was 180 for both and the warranty at Sears was over 600 dollars for both. I went to Lowes because consumer report rated them good in customer service. We all check prices on items but we don’t check out how much the warranty is and we spend hundreds more. SEARS IS A SCAM…… I found hundreds of complaints on this one washer and when every.one called they wanted 365 dollars. The class action lawsuit claims that after washer is one year old it stops working and comes up with code f 11 and then they sell you a 365 warranty.
What a scam and a way to get more money coming in the future. Was one of these people your Grandmother.
To whom it may concern, I have been a loyal Sears customer for over 40 years. I have recently pruchased a new riding mower, which in turn I had to purchase a grass catcher bag. It turned out that the hardware for the grass catcher was defective and I was told a technician would have to come to the house to repair the problem. The appointment was set for June 14 between 8:00 A.M. and 12:00 P.M.. No one showed and no one called. I called twice and was told someone would get back to me but nobody did. I called a third time at about 4:30 and was told the truck broke down.
Now I have waited all day, cancelled a doctors appointment and now at 4:30 i am told the Sears truck broke down and I will have to re-schedule. Someone should have called me to let me know what was happening. They didn’t know the first 2 times that I called that the truck was broke down? Now I have to wait another week to to get my problem fixed. I don’t think so. I canceled the appointment and fixed the problem myself.
This is the worst customer service that I have ever experienced. If I am not here for a scheduled appointment you charge me. What can I do if you don’t show up? I should of been informed of the problem alot sooner than I was. I wanted to let you know what happened so that maybe the next time the truck breaks down someone will let the Sears customer know what is going on so their day won’t be ruined like mine was waiting all day for no one to show up. MY E-MAIL is boatclubrich [at] aol.com
I recently ordered 4 major appliances for the kitchen in my rental unit in Maui. At the time of order I informed the sales clerk that the refrigerator would have to be lifted over a small kithen counter in order to fit into place. I was told that was no problem and it was specifically noted on the sales slip. When the independent movers arrived, they made it clear that they were unlable to put the refrigerator in and even balked at removing the range door for easy install. After much hassling, I signed a waver and they did agree to take the doors off of both appliances and did easily put the range in place.
However, they still would not move the refrigerator and did not even stop to take the packing out of the range or level it to counter height. Later in the day another installer arrived to put in the microwave dishwasher. He was very helpful and would have moved the refrig into place if he had another person. He told me that he would come back the next day with another installer and see that the refrig got into place. I spent the entire next day dealing with this issue, calling Sears several times to inquire as to why noone had arrived. This was extremelyl important to me since the rental unit was booked for 5 nights beginning the following day.
The day ended with no refrigerator in place simply because Sears never contacted the installer to give him the order to do the job. He was in the area all day waiting approval from the manager at the Kahului, Maui store. The refrigerator was finally put into place late the next day and Sears did finally offer to give me $100 off. I was very disappointed that the manager never even said he was sorry for the inconvenience. My condo rents for over $200 dollars a day and the entire rental was lost. I have purchased many appliances from Sears over the past 40 years but I will be very hesitant to do so in the future.
Carole A Havens
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