Sears Complaints Continued... (Page 3)
411+ reviews added so far. Upset? Call Sears corporate: 847-286-2500I ordered a refrigerator online on Nov 19th. To make sure that the order was processed correctly, I phoned and spoke to a gentleman to make sure that the model I had chosen would come with an ice maker and a right hand door, and that my old fridge would be removed. A few days later, the fridge was delivered, without an ice maker and with a left hand door.
Also, I was never told that a fridge with an ice maker requires a plumber to disconnect it, so as a result my old fridge was left in my kitchen along with the new one. I managed to get a plumber to come in 20 minutes to disconnect my old fridge; however it took over 10 phone calls and 4 full days of waiting for the old fridge to actually be picked up!!
It took a total of 8 phone calls to get the door reversed on the new fridge. And, three service calls!!
The first time a service person came I was told that it would cost me $125.00 to make the change. I had been told by a sales rep that the change would only cost $25.00. So, in desperation to get the thing done, I told the service technician that I would pay that amount if necessary and argue about it later. At that point, the technician advised me that he could not do it anyway as there was a part missing!!
I waiting a few more days and finally got another visit from the same technician who then asked me if UPS had delivered a part. I asked him what part was he talking about as other people had told me that there was no part required to switch the door. He refused to elaborate. I asked him to please just switch the door so it opened on the right side. He told me he could not do it without this mysterious part. He left again.
He phoned me twice in that afternoon to inquire if UPS had arrived with the part he needed. At 4 p.m. he stopped calling and I had to again phone and talk to several people to attempt to get another appointment!! After being hung up on a few times, I finally reached a person who advised me that the whole problem could be blamed on the french speaking Montreal office!! No explanation what had actually occurred etc. but I have always been polite to innocent people just doing their jobs.
In total, I have had to spend hours contacting Sears and had to wait 3 days for service calls without getting the problem solved. Today, another technician arrived in a Sears truck (the other guy was sub contracted as the truck did not say Sears0 and he changed the doors with no problem and no mysterious part that never arrived and was never needed in the first place!!! About the ice maker, I could not tolerate trying to get that delivered!!
I have been a loyal Sears customer for over 40 year. I have purchased appliances for my rental properties, relatives, my own cottage and all my Xmas gifts. If this is not settled to my satisfaction, I never intend to deal with Sears again,. I would like to have at least $200. taken off the price of this fridge as my time and the amount of irritation caused by this ridiculous situation is worth much more than that. i would appreciate a response. This is the second complaint that I have written to Sears about this situation. No reply came from my first complaint.
Sears wanted to be like Amazon, however they are falling short. Recently placed an order online when in the store to one of the market vendors on their web site. They have not delivered, Sears do not have their company information and Sears do not want to give me my money back even though I placed the order on their web site. Sears has a lot to learn in customer service when it comes to web based business. I will still continue the fight to get my money back but no one is like amazon out there... I am going to stick to amazon forget about Sears.
I ordered a new washing machine (mine went kaput) on and was confirmed for next-day delivery. No call, no email, no delivery. I called and was told there was a delay in the warehouse and it would absolutely be delivered on (today). This morning at 9:00 AM we received a call that the washer would be delivered between 12-2:00 PM. Again, no call, no email, no delivery. I am on the phone right now being told that there is no inventory in the warehouse at all and the next available delivery date will "possibly" be this Saturday. Unbelievable!
And now I've been on hold waiting for a supervisor for over 15 minutes. On their website under Customer Service they actually have the nerve to say "Sears is dedicated to providing our customers with a superior level of service." That is a joke!!
I bought a pair of dress shoes at Sears about 5 months ago I wear these shoes about once a week. So the shoes have been worn about 20 times the sole of one of the shoes fell completely off . I brought into a Sears store and was told that there was nothing they could do after 90 days.
I asked to speak with a Manager and even after showing her there was absolutely no wear to the soles or to the shoe itself she said there was nothing she could do. I could understand if the shoe appeared to be worn but this was not the case.
After 20 plus years as a Sears customer and card holder and most likely having spent at least $10,000 or more over that period, I will cut up my Sears credit card and take my business elsewhere in the future to a store that will stand behind their products they sell.
We bought a Samsung high end washer and dryer from Sears two years ago. The dryer is fine, but the $1800 washer is a dud. We are on our second water pump because the machine would not drain the water in the washer. It also gives a signal to the computer if the water is not filled to the normal use for a cycle, yet the machine tries to start, but then plays the music recorded for the washer computer, that drives you crazy. It is always singing in error. So, our computer had problems and needed replacement also. Other parts were installed by the Sear's technician as well. One of the technicians who serviced our washer said his wife did not like the top loader; two complicated and breaks down often.
They went back to the old style washing machines, which are hard to find, but do exist in a reconditioned machine. We have a warranty until sometime in 2012, but we would like to Craiglist these machines now, but if you have a conscience, you would not want your worst enemy to own a top loader Sear's machine, no matter what the brand. That is it for me with Sears, unless they replace the machine with a new one, because ours could have been a lemon, maybe. Now I hear Sear's is going to file Chapter 11 in the next year or so," so goodbye yellow brick road top loader, the dogs of society are howling. You can't put me in your top loader, I going back to my plow."
As I know with all american businesses, this complaint will fall on deaf ears. But here goes, I have been purchasing product from your Sears store in Rancho Cucamonga, California. for past several years, I and my spouse have purchased all our vision needs. My last purchase was less than a year ago in optical, the frames broke while cleaning them and scratched lens. your rep says,"sorry we can`t do anything about that". I`ll have to shell out $130.00 to replace lens, which i already shelled out over $300.00 for. So just in case you don`t see myself or my spouse in any Sears store (anywhere ) again, Its because of the way you treat your customers. I guess you know how much we all care about your store closeures now , huh!!!
Today I took my vehicle to the Sears Auto center in Hyannis, Mass at the Cape Cod Mall, to have a shimmy in my car looked at. I was told that they would look at the car and call me with what the car needed for repairs. A few hours later I received a call from Kevin saying that I needed routers in the back, routers in the front, new pads in the rear and front, I needed the emergency cable and pad replaced along with a tire that had a nail in it. They told me that the left rear Router had three cracks and that the total repair would be somewhere in the 890's range.
I asked them to just do the rear router and fix the tire and they stated that they could not do that. If they touched the car and replaced anything they would have to do all the breaks it was the "law". I asked him if that was the cause of the shimmy that I felt and he said "yes". I told him that I could not afford to do all that work, 900.00 was too much for me at this time. He said he would speak to his manager about just trying to take care of the shimmy.
He came back to the line and I was told No. I told him I would be down to pick up the car, I would not make any repairs at this time. Upon arriving back to the store to gather my car, which was a Chevy Tahoe The gentleman behind the counter said my bill was 897.00 I stated to him I didn't have any work done and that this was not my bill. He went into the back and got "Kevin" to come out who then told me that they repaired the one tire and it would be a charge of 24.00 I paid that Bill and proceeded out to my car. Immediately I noticed that the front drivers tire rim had been changed. I went back into the store and ask why the rim was different and I was told that they took off my space tire and placed that in the front to make the car "more balanced" and they either put the bad tire with the nail in it under the car where the spare goes or in the back.
I accepted this although not happy that the time had not been taken to change the rim on the tire that I paid 24.00 for. I got back to the car, to find the car dead. Unable to start. No power to the car at all. By this point I am not happy. I go back into the store and tell the clerk that the car does not start and I am not happy about this. A gentleman comes out of the back that I had not seen before, goes out to the car and tries to start it. It does not start. He comes back in and gets a jump start and preceded to jump start my car.
And begins to tell me all about how GM sucks and that they changed this and that and when they put it on the Diagnostics system it kills the battery. The best thing I could do is drive it for about 45 minutes to charge the battery up and it should be fine as long as my battery was not old. He was rude and unsympathetic to the situation. I got into my car that he had pulled up to the curb and I was unable to keep the car running. It stalled at every stop light, stop sign for almost 30 min, Being so upset at this point I take the car to Midas to have them test drive the car and explain to me what is wrong without telling them anything about what Sears said is wrong with the car.
The service man takes me out to the garage and shows me the rather large bubble in the right rear passenger side tire. Where the belt was broken. He had done a break inspection and found the crack that sears had stated, and also found no issues with the from routers and pads. Suggested to turn the routers would be helpful. They replaced the two rear tires, One of which was the spare now, and replaced the back routers, and pads along with windshield wipers, and repaired the back windshield wiper for 858.00.
Your company would have charged me the 898.00 and would have not solved the problem as to why I was there. This is unacceptable to me, and unfair business practices. I have used Sears for years and I am truly disappointed with the level of service at this store. I could not have been more upset to feel like I was being taken advantage of. They tried to get me to do repairs that were unnecessary, and I would have left without the problem being resolved. I would like my 24.00 refunded to me immediately that I paid for the tire repair, of which they just put the spare on. Where is there any repair? I could have used my AAA for that! I am truly disappointed in your services.
I am so upset and disappointed, first I was told my Craftsman Snow Thrower couldn't be attached to my Craftsman Riding Mower after talking to 8 different operators, just to be told I would have to buy the newer model. Then I told them I had some problems w/ my mover and made an appointment for 4 days later. Then you guys cancelled my appointment. I needed this done ASAP. So I then contacted my local lawn mower service, and was told that the snow thrower could be attached. So I had him install the attachment and in the process he noticed more wrong with the mower and it needed to be fixed so I had him do it and now SEARS won't cover it! This is not fair, you said it couldn't be done and cancelled on me and when I called back to reshcedual I had to speak to 5 different operators and was put on hold for 17 minutes just to be hung up on. This is a bunch of bull.
Hi, Thursday morning before black Friday I purchased $175 in gift cards at a local giant eagle groceries store. The gift cards, a total of 3, were for sears. I bought the gift cards to purchase a Samsung galaxy 7" tablet. On sale from $250 to $178. I sat in the sears store for hours, prior to the 4am sale began. Once the sale hit at 4am I proceeded to check out. When the sears employee swiped my gift cards he notified me that they read a balance of 0 dollars. I called the grocery store corporate office, and they called sears card services. Sears cards services acknowledged that they some how erased the balance, and that they would return the money back to the cards within 5 business days. The problem is I spent hours on the pg one trying to request the tablet at the same sale price as what I waited in the stores hours for, and out of the 3 people I spoke to they all say there's absolutely nothing they can do for me and that that price is only available during black Friday. I realize that. But it was to the fault of sears that I was unable to purchase the item at sales price. Now the tablet can only be bought at full retail price. I bought an entire homes appliances at sears, and this will
I went to Sears Store #02104 in St Clairsville OH, on 9/24//12, to exchange a wet and dry vac for filters. When I arrived in that dept., the sales assoc. was walking toward the end of the store. When she returned, I found out that she had gone for a price check for the only customers at the counter, which was a man & woman that were together. This transaction took quite a few minutes. I waited patiently for my turn. When she was done, I asked for her help to find the correct product I was supposed to purchase. When we returned to the counter there was another woman & man, who were together, at the counter. In stead of her ringing me out, she went to those people and started to ring up their purchase. Leaving me to wait again. I was insulted that she would put my business behind these other customers. When I had waited patiently for the customers before me. Please note that she did not attempt to wait on me when she returned to the counter from the previous customers. As I would not have expected her to.
I immediately interrupted her from waiting on those people and demanded that she continue waiting on me. She said to me that they were waiting. I said so was I and how dare her push me aside. She then called for someone else to come over to wait on the other customers. This again was not done for me previously. I asked another associate to call a manager so I could report the treatment I had just received. A Supervisor Jim Duncan showed up and listened to my complaint. I explained to him that I felt insulted and possible discriminated against as both of the other customers were Caucasian: and I am African American. I said to him, I am not positive that it is discrimination or if she was just being mean. But it was not fair.
I gave my complaint to Jim Duncan and left my phone number for him to give me a call to confirm that the issue was addressed. I told him I realize you can not tell me what you done, but I would like to know that the issue was addressed. I would not want anyone else to be mistreated as I was. To be honest I walked away with very little expectation that anything would be done by Mr. Duncan. I must have been right because it has been almost a month now and I have not received a phone call. I would have expected that Mr. Duncan should have asked for my personal information so he could respond to me about the results opposed to me having to volunteer my information and ask him to contact me. I also asked him to check the cameras and he would be able to see and confirm the experience I had told him about.
I would appreciate a sincere response to this hurtful treatment I experienced in the Sears store. I can be reached at lrtree9@yahoo.com or 304-232-2880, if you have any questions or would like any additional information.
Thank you,
Loretta Reese
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.
We purchased a Samsung microwave on 1/3/13 at the Palmdale, CA Sears store. At time of purchase we paid 561.48 which included a $10.00 fee for removal of our previous microwave.
The delivery and installation person refused to take the large box our new microwave came in. He did remove the old microwave and we feel he should have taken the box as well.
When a call was made to customer service at the local Sears store, that individual hung up on my husband (I feel that person was not aware of Sears policy and did not want to take the time to find out.)
I filed a warranty repair claim weeks ago for a GE Profile Series Microwave. After filing the claim through 888-518-7208 a Technician came the first time for the appointment scheduled between 1:00PM and 5:00PM and the technician had the courtesy to at least call me at 832-885-8111 and tell me he was running late but he came,
Upon arrival he diagnosed the problem, ordered the part and I paid via Visa Credit Card, $55.00 and he instructed me to call the 888-518-7208 and schedule for a technician to come back and make the repair.
I called the 888-518-7208 and a technician was scheduled to come back between 1:00PM and 5;00PM and showed up a little after 3:00PM and was here less than 5 minutes and said, "I cannot do it by myself, you need to call and reschedule and I can come back with a assistant.
We called last week on Tuesday and scheduled a 1:00PM to 5:00PM appointment on Thursday and no one came or called.
I then called this week on Tuesday to complain and reschedule, and was told that today 04/11/2013 that the technicians would be here between 1:00PM and 5:00PM, my wife was here waiting before 1:00PM, at 2:30PM CST I took off work to pick our daughter up from school at 3:00PM, I called my wife to see if anyone had came or called and she said, "No", I then called the 888--518-7208 and checked on the status and was told that they were dispatched and coming.
At 3:15PM CST I arrived home at 1228 Delano Street, Houston, TX 77003, and waited until 4:30PM CST and called the 888-518-7208 service number and was told that the appointment had been cancelled. I asked why? I told you not only was someone there waiting but provided my number and my Wife's. They said the technician reported that he called and got no answer; however my phone number is ported to Google Voice as well as Corporate Phone Tracking and I checked everywhere no call to me or my wife.
Then I tried calling Legal at 800-475-1212 and no answer, I called the nearest Sears Store, less than a mile away and got hung up in twice, called back and asked to speak to a Supervisor and was put on hold, after 10 minutes and no answer I hung up.
It is 5:40PM CST and I have been on the phone for over a hour trying to get relief. I begged for someone to come today as after 3 total no shows I have lost faith, income, and been ran around until at 6:47PM CST I was told again that the earliest someone could come is this coming Monday, the fact that this problem has been going on for around a month.
I have a lengthy documentation of calls, as well as Conclusive Proof of call tracking that neither I or my wife was ever called during these repetitive "No Shows" and to have to wait AGAIN and not be able to have this request for service elevated is unprofessional and disrespectful.
At one point I was offered a $80.00 Sears Gift Card, which I declined and said, "I do not care if give me a $500.00 Gift Card, it is not about money from Sears, it is about the worst customer service I have ever experienced, and the fact that I am a Executive in a very high Tax Bracket who typically bills $250.00 a hour for my time, and I have had to not only take off work but literally spend hours on the phone trying to get this resolved.
If Sears has any integrity what so ever they will have someone here tomorrow not Monday. Prior to concluding my procession of phone calls for over 2 hours I told the person on the phone that this should have a Elevated Status and anytime tomorrow that some one can come I will make sure someone is here, to be told, "Sorry, we can try and put you on a waiting list but the AMAZING, "I HAVE YOU SCHEDULED FOR MONDAY BETWEEN 8:00AM CST AND 12;00PM CST.
There is no question in my mind why so many Sears Stores are Closing.
On Sunday 10/23/11 we went to Sears Tool Department at Southland Mall in Hayward, CA. My husband explained to the Sales Associate that our Garage door opener would not work, that it made a loud sound and then the chain snapped and the plastic pulley broke. The sales Associate asked me if I brought it I said no, that it was still installed in my garage. The sales associate ask if we had the receipt, my wife said we didn't know if we still had it, but we told the sales associate that we purchased it in November 2009.
I asked if I could bring it back and he said yes that he could credit back our Sears Credit Card. So I told him I wanted to upgrade to a belt driven versus a chain driven, the Sales Associate said ok and carried the belt driven garage door opener to the sales counter. We went home and removed the old one and installed the new opener. We took back the old Garage door opener and was advised my the sale associate he would need a managers permission to credit back our card.
One manager came and told us that she could not give us a refund, so we asked to speak to another manager, the second manager said she could not refund us the credit and we would have to contact the Service Company for Craftsman. After explaining over and over again that the Sales Associate told us that we could bring the old one back it did no good. Basically they all Lied to us.
I had a coupon for a $17.99 oil change. I took my 2010 Toyota Sienna in and left it. I got a phone call 45 min. later. He said his name was Roger and he could only put Synthetic oil in my car. The cost would be $70.00. He said it was in the owners manual that only synthetic oil could be used. I told him I would be back to pick up my car and he needed to show me what he was talking about in my owners manual. When I got there he was at the computer looking it up. My family owns 3 body shops in the Richmond and Williamsburg area. I am an estimator at our Midlothian Turnpike location. I know a little about cars. I think this Roger character thought I was just some dumb woman coming in for an oil change. I asked him to show me where it said I had to have synthetic oil and he said he would get his coworker to look. His coworker came over and said, "it's a Sequoia right?" I said no, a Sienna. He said, "in that case, it takes regualar oil". He didn't even know what kind of car I had but insisted I had to have synthetic oil. That is ridicuolous! He then told me to come back in an hour and it would be done. I told him no thanks. I do not want them to touch my car. I also could have sent work to them on occasion because we buy tires and need alignments done. I would NEVER send work there. The Chesterfield Town Center Sears Auto Center will not be getting business from me or our family owned business of Bruce's Super Body Shops.
I have been a somewhat regular Sear's Shopper for a good part of the Last 30 year's and I have NEVER seen such poor Managment Skill's demonstrated in my life. When you walk into the Store on Rice and University in St Paul, Mn. you are immediately drawn into an atmosphere of Repression from the Employee's, as you go from Dept to Dept you can actually witness Manager's talking down to the Staff and berating them in front of co-worker's and Shopper's. Now I understand in this Economy that Retailers are struggling with lagging sale's, but to take that out on Emploee's is inexecusable. I have inquired of some of the Employee's of their treatment and they are very hesitant to comment for fear of actual retaliation from their Superior's, from what I have seen most of the Employee's are of Minority Status and are younger. I did make some inquiries as to the name's of some of the most guilty Task Master's..... Store Manager is Dan Kaufman and it trickle's down from there to a young man named Mike to another named Lisa (Dept Mgrs?) they brood about the store snarling at Customer's and Staff alike. What I would like to know is what kind of education for training these Individual's have gone through and I would also like to know, when did Sear's start working against it's Employee's and the Communities where they are. Shame on Sear's for changing from an Establishment of Respect in the Community to one of pure dread to enter.
Purchased a washer and dryer floor model combination in October 2009 along with a 3-year maintenance agreement. I have the original Sears purchase receipt for the $3,221.54. Salescheck # 018640229475, Date 10/02/2009 pruchased at the Hunt Valley, MD Sears store. We called for service before the Maintenance Agreeement expired because the washer is not draining properly. On the first and second service visits, we were told that there is no Serial Number Sticker on the Washer, and therefore, they cannot order the part to fix the problem. Service claims that the Maintenance Agreement information at Sears, as well as the Sales records, do not include the Serial Number. Sears, they claim, keeps no record of the Serial Number. I talked to a Service Manager who told me that if the unit does not have a Serial number attached to it, they cannot service the unit. I did not remove the Serial Number. The matching machines have been under a service agreement for 3 years that cost me $199.99 at the time of purchase. I cannot understand why Sears would not have the Serial Numbers of the units on record. I, also, have no way to know if the original service tech removed or discarded the Serial Number sticker. I know I did not. Or, possibly, the sticker was removed at the store (both units were floor models).
First of all, you need agents that can speak and understand American English. Second, your delivery department needs to be a little more flexible about delivery. I have arrange to be home the majority of a day so that your delivery guys can be here all of 15 minutes to drop off a mattress!!!! However, there is about an hour during the morning I can't be here and no one can seem to work around that. If I understood her right, the agent barely spoke English, I won't get a call until the night before TELLING me when they will be here and if I can't be here during that whole 4 hour time frame (for a 15 minute delivery) then I have to reschedule and take another day off!!!!!!! WTH??? Not very customer service oriented, Sears!!! VERY disappointing!!!! And I won't be motivated to make any large purchases from you ever again!
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.
I contacted the Sears Outlet Store in Hendersonville Tn about PTY 9000 mower that I fully intended to buy. The manager sent me pics to my phone, which was very nice. However, I was told that it was being sent off for service first and I would be contacted when it arrived back. It would be couple a weeks. I didn't wait that long, so I contacted them frequently, and was told that it hadn't arrived back yet. Now I can't get the manager to call me back and I was told that it was sold more than likely. The time frame was the middle of Dec when I first contacted them.
I am trying my best to find a Craftsman Profeesional mower that is withing driving distance of my location. The mower above fit my needs and it was withing driving distance. I'm frustrated because I have been watching the Sears Outlet website for several months and I finally found one, that was sold out from under me. There is another mower in West Palm Beach that I would like to have, but it's a 13 hr drive from upstate SC.
Please help find out where the mower went in Hedersonville, TN if possible, and I'll be more than happy to retract my complaint. I just want to know what actually happened.
I bought this bike November 2011. So far there have been three problems. The first was there were no screws to put it together. The second was the computer broke. The third was a broken belt. The first two comlaints I made directly to the manufacturer of the stationary bike, and received good service. But the broken belt was the last straw, and I requested warrenty service from sears, which I did. I was told I would hear from the repair company within two or three days.
I did not receive a call, so I called sears back, and was told again, I would hear from the repair company in two or thee days, but I did not hear. So I called the company directly and they sent me a new belt within a week, and I got my husband to replace it. It is now six weeks after my request for service from Sears, and finally I got a call from their repair company that they finally had the part and would come down and replace it.
I called Sears and said I had thought I was never going to get service, so I replaced it, and they cancelled my warrenty. This company, Sears, sure has a good method of getting out of servicing their products. I will never shop at Sears again, because other stores provide the same goods, and are much easier to deal with.
Refrigerator went out on Aug. 26, kept completely closed for 24 hours and reported it on Aug. 27. Unable to get commitment to fix appliance until Aug. 28, and told it would be fixed Sept. 5. Purchased maintenance agreement on numerous appliances and this is going to be a 10 day wait to repair.
After numerous calls to have fixed sooner Angie stated that the maintenance contract only states Sears will fix item, it does not necessarily mean in a timely manner. Angie stated she is a seasoned rep of 4 years and is very familiar with Sears policy. Actions such as this are totally unacceptable and I will pursue every avenue available to bring this to the attention of someone who cares and is able to act responsibly on it. I paid for a service which Sears is unable to properly provide, or just lacks the desire to do so.
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.
Made a purchase at sears.com, and used my sears rewards points. Only after the sale was complete, a disclaimer appeared that said this item was sold by a third party - marketplace, not sears. This means I cannot return a defective product to sears, and will have to pay to have it shipped back to marketplace. Sears should make this dirty tactic known at the beginning of the sale, not after it is complete and cannot be stopped. Since sears was bought out by k-mart, they have become a second-rate company. I purchased lifetime products like tape measures and snow shovels at premium prices. Sears has now discontinued at their discression, and will no longer honor their lifetime guarantee. Instead of a craftsman lifetime product, you are given a cheap item that could have been purchased for less money at another store like Big Lots or Lowe's.
I saw a great offer on Sears website for as mobile phone. Turned out it was too good to be true.
After making me call their security centre (2nd international call being for half an hour), they and securing my bankâs commitment to payment they then presented a range of excuses including a pricing error and blaming a 3rd party vendor. The vendor they blamed didnât even receive my order which was placed with Sears (Sears also taking payment).
After that it was a series of minor disasters; My bank made me change the credit card as they insisted Sears transaction had exposed me to potential fraud; there was further expense of phone calls; many hours were wasted with over 40 emails; letters to the CEO and Sears Chairman were completely ignored.
What should you do it Sears appear to be offering a good deal? â My advice is very definitely to look elsewhere unless you have a lot of time on your hands, extra money to waste on expensive calls, arenât worried about fraud on your credit cards and a thick skin to deal with a series of different âcustomer serviceâ reps.
I bought a washer and dryer from Sears on Friday, Nov.23 2012. I paid $80 to have it delivered and set up. The delivery guy did what he was supossed to do. He set up the washer and drier and tested them. Once the delivery guy left, I noticed that the washer was leaking from the drain hose. This was at 12:00 noon. I called Sears and notified them of the problem. She told me that the tech would be back in about 1-2hrs. to fx the problem. At 4:30pm, no one ever showed up. I again contacted Sears. I spoke to 3 different people and stayed on the phone for 35min. I was given a $50 gift card for my inconvenience by email, which I have yet to receive. I was told that someone would contact me Sunday night to set up an appt. for Monday. Well, today is Monday and I was not contacted by sears. I once again contacted Sears myself. I was told that I had an appt. set up for Wed., Nov. 28. I didnt set up that appt. for Wed. and was told that there is nothing that they can do to get an earlier appt. No one can come out to fix the problem any earlier than that. I can not do any laundry. It is very frustrating that I was suposse to have a brand new waher on Sat., that works. And today is Wednesday and still no fuctioning washer, and probably wont have a working washer until Wednesday. When I contacted the complaint dept., I was told that I can not file a complaint because the washer is not on my file and they probably can not set up an appt. until the waher is on my file. This is a cluster, you know what. I am very angry and dissatisified. Tracy Dore'
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
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. 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 bought a washer and dryer, after waiting the 2 weeks for delivery I was given a time for delivery and then they called and gave another time for delivery, and then they called and told my Son they would have to reschedule for the next day! I called the 800 number for delivery and those people are outsourced! They're not even in this country and they tried telling me that it was already delivered!I tried to speak to a supervisor and no one would connect me to one so I called the Sears store where I bought it and they gave me the same worthless 800 number.
I use to buy everything from sears, from tools , appliances, clothes, Â just everything. Here in the last few years your service to the public has went down the tubes. I went out to your bluefield store to buy a portable air compressor, the one i wanted wasnt in the store but they had a set with compressor and air tools, they told me i could order it and it would be in in 2 days. I told them that i needed it sooner and that i would buy the one they had and they could replace it when the other one came in.
I have had a problem with my Sears washer from the getgo. It never has worked properly, sometimes taking as many as 4 hours to get a single load done. Have had several parts replaced,had the waranty extended,yet it still is bad....something smelled like it was burning. Now it won't spin or drain. Magtag refuses to do anything but a service call. I've tried to say I just have a lemon! How does one get some response from them? Do they not stand behind their products? My last machine lasted 25 years with only a couple service calls...I don't abuse my appliances. Will I get any response from Sears? I bet not!!!!
T hey told me no! So i went to lowes, you bet they took care of me. Now i dont even shop at sears any more, i shop where i am appreciated. I told the salesman I purchased the set from to call them and find out way I have to take more time off work to wait for another delivery! The salesman called back and told me the washer and dryer was already delivered!!!! It's no wonder Sears is going under I know they've lost my business!!
First the customer service in the Brooklyn store on Beverly rd sucks you wait on a long line to be treated with such rudeness and total lack of respect for a paying customer. I bought a set of brand new tires in October 2011 with a road hazard plus agreement. They mislead you into thinking you get a new tire if it cannot be fixed. My tire has a hole in it on the sidewall and they want to charge me 100$ what warranty. Tell people the truth. This particular sears is very unprofessional and needs a major overhaul. I am very dissatisfied this is the worst. Don't bring your car here unless absolutely necessary unless you are gluten for punishment and want to give your money away!!
Disclaimer: This complaint was submitted by wanda bell on 08/30/2013 at IP address 198.228.200.158 using our Sears complaint form. This opinions contained in this Sears customer review titled, "Misleading warranties" do not reflect the opinions of this website.
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.
Of course our dehumidifier was on the recall list, sent the plug in and all information required, expecting to be reimbursed in full for their faulty product. WRONG. Seventyfive bucks and a twentyfive dollar discount coupon. RIPPOFF. No where in the information on recall was the amount of recall we would recieve. NOWHERE. Due to our basement being somewhat damp, we had to purchase a new unit pronto, and decided not to buy another Sears product to handle our task. Whoopie, a 75 dollar check toward a 300 dollar new unit. Payment in full should be expected from such a company.
I purchased a Kenmore stove, side by side refridgerator, dishwasher and range. When I purchased all, I was aked if my stove was electric (not if it was hard electrice) and i said yes. When Sears came to deliver the appliances, the guy walks in, looks at my stove and say he can't remove nor replace it. I asked what do you mean, he said hard electric. I called Sears and was told I should've told someone, I said if I was asked I could've checked but no one asked me. I was told about the dishwasher and the hood range only. Sears associate told me they could have someone come over and hook it up in a week for an additonal $195 (I just spent over $3,000). I told her, that was never told to me and I am a bit annoyed because I buy applianced from you and I have to pay to have them hooked up, that is absurd. If Sears is going to be a penny pitching company, let your consumers know. My appliances were delivered on the 19th of October, 2012, like I said, I hired an electrician to do Sears work (Sears outsource there delivery associates), now I have placed four (4) phone calls to Sears to come and pick up my old stove (which I paid for) and I keep getting the run around. When I call they say it's not in the system and they will schedule it, the schedule date comes and I call back and the same thing again. I was told by many people not to deal with Sears and now I understand why. When PC Richard deliver anything, they make sure they have people that can hook it up whether it's in the price or they tell there customers. I am very disappointed in Sears and at this point, I will never recommend you and I do Real Estate where I would tell my customers to not purchase your appliances from Sears. I would really like to speak to some one of higher authority. When I call Sears last night (October 25th, 2012), I was told all the supervisors were busy and someone would get back to me. Thank god I wasn't hold ing my breath. I am referring to the Sears in Smith Haven Mall, Lake Grove, NY. If someone could please get back to me, it would be greatly appreciated. My home number is 631-676-5157.
I bought a Craftsman Model 28 75117 electric air compressor on 12/23/2008. I used it 7 times to pumpup the tires in my two car. on 10/8/2011, while using it, it vibrated, smoked, and then split in two. I discovered that the screws that held the motor to the compressor did not have any nuts or mechanism to lock them tight. Consequently, they backed themselves out via vibration. A poor design and safety hazard. It had a one year warranty. I did not get the extended warrany on this unit.
However, considering the reason why it failed I thought Sears would be embarrassed and exchange the unit. (They have a newly designed replacement unit 28 75121. I wonder why!) I talked with three different people at Sear's "Solution Center." What a waste. They aren't there to help loyal Sear's customers. Not to mention, they are rude. A great company is falling appart. It is sad.
I then purchased a Craftsman Drill/Light a few years back and the charger is no longer operating and has now rendered the unit graveyard ready. I went to the local store and they told me Sears no longer sells the charger for the 15.6 volt drill/light but I could buy a complete 15.6 volt drill/light with a charger - What? Can you kindly tell me why I can't buy the charger for my current drill.
Why is Sears selling power tolls and then quit handling replacement parts? I was told that Sears has had many complaints regarding this problem I would appreciate your quick responce regarding this problem . My neighbor across the street has the exact same problem. Sears is saying that I can't replace the charger but they would be happy to sell me a complete package with a charger .Very upset with Sears and Craftsman at this point. Thanks and will be waiting your responce
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 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.
So, I just purchased a washer from Sears. They installed it and one month later, it started leaking. I called to schedule an appointment. After being transferred numerous times, I finally did the live chat. I then found out it would be 2 weeks to get an appointment. I asked to speak with a supervisor and after waiting 20 minutes online, was finally told there was no supervisor. I was then told 10 minutes later that the supervisor was in a meeting and wouldn't be available and that I should call to speak with someone.
I then called, and was then told that there were 4 other callers waiting to speak with a supervisor. While waiting, the regular agent, then told me that I would have to pay $75 to schedule the appointment that is 2 weeks out. I just bought the thing, Sears installed it, why do I have to pay? This is ridiculous! It has now been 35 more minutes on hold and I am still waiting for the supervisor.
Ok, so I got the supervisor. Who, of course tells me the same script as everyone else. She stated her name was "George" and that she can't give me a last name. Of course, I am stuck with an appointment 2 weeks out. And, she didn't understand why waiting for 2 weeks for an appointment is an issue.
In June of 2008 my husband and I purchased a Kenmore Microwave Hood Combination. We also purchased a stove, refrigerator and a dishwasher at the Sears store. In the past we have had exceptional use from Sears appliances. First, the stainless steel trim fell off my microwave in the first month of purchase and would not stay attached.
Then, on Dec. 29 my microwave died with a routine warming of food! It was only 3 1/2 years old! The quality of this unit was devastating and disappointing. It would cost $269. for a serviceman from Sears to "fix" it, but if he was not able to we would have to pay him and on top of that purchase a new microwave! We are deeply disappointed in the quality performance and longevity of this unit, and are further disappointed in Sears Service response to this problem.
Sears sucks! I am never purchasing an appliance from them again!
On 02/25/2012 I purchased a self propelled lawn mower model #917370430 in less than a month it had to go into the shop. I t did not want to start, it kept stalling out within 30 seconds. I was told it had to much oil in the oil resevor. a month later it went back inot the shop for the same problem. now the mower will not start at all. I was told that it is due to low compression and that I probably had hit something. They said they would not honor the 2 year warranty, but if I paid 263 dollars they would fix the mower. I paid 285 dollars for the mower. They refuse to honor their own warranty. It is a 2 year warranty and I want my money back or a new mower. I have every intention of telling my 633 face book friends as welll as the Air Force reserve unit that I belong to, informing them of the failure to honor their waranty for their product.
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 have been a customer of Sears for 60 of my 75 years I purchased 1000's of $ worth of merchandise from Sears .When I had my own construction company I bought Craftsman hand a power tools. Also used Sears major appliances in kitchens I constructed. Now at age 75 and want credit approval to purchase a new tv ,you allow Experian to dictate to you about a customer you had for 60 years . I have had mortgages on several homes , home equity loans personal loans and recently a reputable local furniture store gave me 6 months to pay on furniture I purchased. I am never late on my rent or any other monthly bills . I bank with Wells Fargo and am sure I can get a personal loan with them I thought renewing my credit with Sears would be possible . Be assured that business with you and Kmart will cease , as there are many retailers who would welcome my business. Finally , I will no longer encourage any want to shop at Sears Your former satisfied customer. Robert H. Clarke
Ordered washer, dryer, pedestals, hoses, etc. Paid for delivery. Was told it would be delivered on Thursday, February 21, 2013. My husband contacted me to find out where Sears was since there was no delivery. Contacted Sears...was told the sales person who handled my order was new and made a mess with punching in the information and appently placed it as a hold at location. The Sales Associate, Nancy (Novi Location) was very nice and contacted the Dulles location in Virginia to straighten everything out. The contact person in Dulles called my husband and assured him delivery will be on Saturday morning. On Friday, an automated call came from Sears stating delivery would be between 1 and 3 p.m. Another blow! On Saturday the delivery people came and told my husband the water pan was too small for the washer. My husband told him start on the dryer while he runs to home depot to get the correct pan. My husband was told no. My husband asked the delivery men if they had more deliveries within the area...they said yes. He asked if they could come back at the end of their cycle...they said no. My husband then told them to cancel the order. Before my husband could even go to the store, I recieve an email receipt crediting me $3,000 for the order. No one called to see what had transpired! My husband went to the store and someone was prepared with a receipt for my husband. Then to find out we had the proper size water pan for the washer!!! The assistant manager kept on saying there was nothing he could do. The manager appently leaves at 12:00 and could not be reached. Then when my husband told them to credit his credit card....the representative said he did not have a card on file. My husband has had a Sears card since 1991...Sears is so quick to find it when a sale is being made but not for a refund. This is not the only time a situation like this has happened. It is just apparent that my husband and I are stupid for giving Sears a chance. I just want to know how is this allowed...How does management not follow up when there is a minor glitch with a customer...How do delivery men make the final call on situations with deliveries...How can someone be prepared with a receipt when my husband walks into the building....Please help me figure this out....or am I just wasting my time?
I was attending a Christmas party and needed a $75 gift card that I could print online because I did not have enough time to stop and get one. Sears advertised that you could buy the gift card and within one hour print out a copy of it for the gift. I ordered one online. After a little more than an hour I received an email stating that they "may need more time to process and might need to contact me. I paid with Paypal, so there could not have been a problem with the transaction.
After 3 hours and no luck, I called the help number from the email and had to provide tons of information about my purchase. The call obviously went to India as the person had to have me repeat myself several times as I did for her to repeat to me to understand. She then passed me to the finance department and they asked me all the same questions again and did not even know why I was calling, so I had to tell the story all over again.
Ultimately, she said the gift card had not even been processed yet because they were behind. This is a total failure in advertising something you could not deliver. I would have done much better elsewhere and will make sure I shop elsewhere in the future. My transaction number was 439905557 on 8 December 2012.
Re: Treadmill Repairing. Dear Sir/ Madam, I would like to draw your attention to the fact that two men came on 3/7/12 to repair the treadmill. After briefly inspecting the machine I was presented with an estimate of $802.66 and I was also advised that since this is an old machine, spending any amount of money for repairing it would be complete wastage.
I was also told that most of the spare parts for this machine are either too expensive or not available any more. Both men advised me to use a company that removes junk as that way I would be able to make few bucks and get rid of the junked machine. They charged me $99.00 for the visit and drove away.
Unconvinced, I started looking for another company for a second opinion about the machine and talked to a person, just by listening the symptoms, agreed to repair the machine and asked me to order two parts, one from Sears and another from different company. It took barely 25 min for the person to repair the machine and he charged me only $115.00 for the complete job with two years warranty.
I am complaining of being presented with misleading and false information, Â incorrect estimation and wrongfully charged for $99.00.I have the relevant bills, vouchers and purchase orders for necessary substanciation.
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!!!
Sears was contacted to repair a washer and dryer purchased from them and under warranty. The earliest date given for a tech to come out was 2weeks away. When the date arrives, we waited the given time frame of 1pm-5pm. There was no phone call from Sears to indicate any change in the scheduled arrival of the technician. At approximately 5:10pm, we contacted Sears to inquire whether or not the technician would still be coming out. The service rep indicated that there was not a tech assigned and the appointment would need to be rescheduled.
Loooooong story short......we were told that the next available appointment would'nt be until another two weeks down the line.......SEARS...are you kidding .. where is your professsionalism, customer service, and courtesy!!! Not only did we not get our washer/dryer fixed, we waited for a service tech fors 4 hours, lost time off of work and the frustration of being on the phone with several reps from 5:10-8:00pm. Is this how you treat all of your loyal customers who have purchased all of their appliances from you over the last thirty years.
Once again Sears has ruined a surprise for my husband at Christmas, by mailing information with what i purchased right on the envelope!! My husband picks up the mail and saw then what i had purchased for him. I want $125 in compensation for the aggrevation and frustration you have caused me. This is the second time you have ruined a surprise because you feel you need to seel a warranty agreement, which we never will purchase. I want a call back from someone in management. I intend to visit the store also and tell them about my frustration also. You need to make this right with me!!
You have lost this loyal customer.................
I purchased a 7.25 Platinum Craftsman push lawn mower within the last two years. The carburetor has broken down 3 times despite the fact that I drain the fuel after each use. The 3 breakdowns have occurred within 6 months (February, June, and August of 2013.) My warranty is good till March 2014.The Sears repair center repaired it twice but are refusing to replace the carburetor the third time stating that it was due to stale fuel. I know three friends who are having the same issue with their Craftsman lawnmowers and with the Sears Repair center. I spoke to a lawnmower mechanic who stated that gas does not go stale in a month and a half which is what Sears technicians are claiming, despite the fact that I drain the fuel with a syphon pump that I bought at Sears.
I purchased my lawnmower for $350.00 thinking it was top of the line and would not have any problems since I grew up with my father always buying reliable Craftsman products. I guess Craftsman is not reliable like it used to be, or Sears repair is a scam, blaming customers for defective merchandise. Regardless I am disappointed with Craftsman and SEARS repair service. They are charging me $138.00 to repair it, for that money I would rather purchase a new Murray lawnmower at Wal Mart, who has excellent customer service.
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 knowing we would still receive the better price if it did get any better. Black Friday arrives and the price lowers to $499. I thought 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 items over the years from sears which include some more costly items.
About a month ago I sent you all an email regarding a washer that I purchased in April/May timeframe and then paid in full on June 13, 2012. I sent it via the Sears Ingram website therefore it may not have reached the actual complaint department. In that email I explained that I went into the Sears at Ingram and specifically told the Sears cashier that I wanted to pay for the washer in full. Since I had not received a bill from Sears which I thought was because it was purchased during a special buy where there was a no interest bargain, I requested that I wanted to speak to a manager. I told the manager that I wanted to pay for the washer in full; I was told that my balance was $488.70 which is what I paid. Now for the past 3 or 4 months I am getting bills from Sears stating that I still have a balance. This matter needs to be cleared up on your end since I paid for the washer in full. I should not be harassed regarding this. I have always believed that Sears was a great place to buy merchandise but this experience has definitely been horrible.
To whom it may concern: I went and took family pictures at the Brookdale Sears and is not impress with the service. I had a bad experience with my first family portrait 4 years ago, but decided to give it another shot since it's been so long and maybe the management has changes. My 2nd experience has not been pleasant either. After my portrait shoot, I specifically told them to call me for pick-up when all my prints are in. I received a call 2 weeks later telling me it's in. I proceed to go pick it up only to find out my 20x20 isn't in. I didn't make a big deal about it. I told them to call me when my 20x20 collage gets in and they told me ok. I waited another 2 weeks and haven't heard anything. I called the studio only to find out they don't have a record of it and they'll order it. After a month and a half waiting, I finally received my 20x20 collage with no frame, which I purchased with frame. I was told I didn't order it with a frame, but I have the receipt to prove it. They told me they'll order the frame and 2 months later, I still haven't receive my frame. I was a loyal customer, but now, I will never shop there again and will let friends and family know of their poor service.
A waste of my time!!!
Anna Yang
I made an appt to have my dryer serviced on 1/13/13. I made an appt for 1/15/13 and a window from 1-5 which I feel is really unacceptable. but whatever, then i had received a time from 3-4:30 which was fine. then i called again at 5pm and was told that the tech was running late and my appt was the very next and he was on his way. then at 7:pm i called again, after being on hold for at least 20 min i was told that the appt was rescheduled and the tech went home!!!! I feel that this is very, very poor customer service and then to top it off after i cancelled the appointment that was rescheduled for me on their behalf the customer service rep wanted for me to make an appt for a free home consultation for remodeling! what is that about? I'm done with SEARS and having a local company to come and fix y dryer.
I recently purchased an expensive Craftsman (Husqvarna) Lawn Tractor and accessory bagger from a Sears Home Store in Penfield NY. While running the tractor(after less than three hours of use (three actual starts) I experienced a very loud bang or backfire and stall and it would not restart. Upon opening the hood we found that the spark plug was actually broken in half. The vendor provided me with a replacement plug which was installed but the machine would not start.
Obviously there was a serious defect that caused serious damage to the electrical system and/or the motor. I was told by the vendor to call Sears Service number (4myhome)which told me it would take over two weeks to send a technician just to check it out. They would not budge on an earlier date so I called the vendor and indicated the machine was obviously defective and should be taken back with full refund. He told me it was not yet established the tractor was defective and his policy was to charge a 15% inventory return charge plus pick up fee.
I wanted to place an order online at the Sears store in Phoenix on 12/10 11. The young lady that assisted me was very diligent in trying to assist me to no avail. The Dept Manager then took over and tried to assist me. He was hung up on twice by the person he was speaking to. I spent a total of two hours in the store and still was not able to make the purchase on-line. What kind of people are you hiring for these jobs? I am very disappointed and considering canceling my Sears card. I am also a retiree of Sears and can"t believe the poor quality of your customer service dept.
Since I had no intention of keeping a defective unreliable machine that failed after virtually no use, I reluctantly paid the fees of over $300 to return a defective product. I am in he process of filing a complaint with Sear's and demand for a full refun don't expect much luck but in any event anyone Sears is now permanently on my s--t list of unethical unfair self-serving retailers. Never again.
Hello Sears, 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. 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.
Over the Labor Day weekend of 2010, I purchased a Sears Elite Washer and Dryer. I also purchased a Master Protection Agreement. I have not had to use the agreement until I recently scheduled a preventive maintenance appointment because the dryer was taking longer to dry things. I was told the technician would show up between 12 and 5 on November .
I waited around for five hours only to be called at 4 50 that afternoon and told that he had at least another hour before he finished the job he was on. He said we could reschedule.
I rescheduled for November between the hours of 8 AM and 12 AM. I received a call at 11 50 AM telling me that the technician was finishing a job in Punta Gorda and would be late. Punta Gorda is at least an hour away from me so again we rescheduled after waiting around all morning.
By now the dryer was starting to make a strange noise so I schedule a maintenance and a repair. I was given the date of December 4 between the hours of 7 AM to 12 PM. I asked to have the earliest appointment possible because I was getting tired of waiting around all day only to be called at the last minute with the bad news that they were not coming that day.
So now it is 1 PM on the 4th of December. No one showed up, no one called and I am starting to believe that I have been sold an empty piece of paper! How you could put the name of your company on such a shoddy run business is beyond me.
The washer and dryer are beautiful machines. I thought that by purchasing a protection agreement I would insure that they stayed that way. So far I have wasted three days, aggravated myself and gotten nowhere in trying to make sure the machines stay in good working condition. This protection agreement( not cheap at all) is not worth the paper it is printed on.
Update. 12/11/12
I was given this date for a repair appointment. I was apologized to by all sorts of Sears people who sounded sincere. I was told the repair man would arrive between 8 AM and 12 Noon. I again waited ALL morning. At 2 minutes to Noon the repair man called and said he was from Sears, he was given my name for a repair and he could be at my place in about 35 minutes. I asked him if he was kidding and said forget it, it was way too late as I had to pick my daughters from school.
Do the times that are given out mean absolutely nothing? This was the fourth time that I waited and was treated like a piece of garbage.
At this point I donât even want to try again to have a preventive maintenance and repair appointment made. These machines were not cheap and the service contract seems to be 100% worthless. Iâll let these machines burn out and purchase my next appliances elsewhere. I remember when the name Sears stood for quality, reliability etc. From the repeatedly botched delivery of these machines to my total inability to have any prepaid preventive work done on them, this has been a nightmare.
At this point I would like to receive the money that I wasted on the service contract refunded to me in full. I have never had anyone show up when they were supposed to and have gotten no use whatsoever out of the contract, through no fault of my own. I have wasted four days waiting on a repair service that could care less about their customers.
After the third time that I was left high and dry, I filed a complaint with the Better Business Bureau. It was filed under Complaint ID#: 94428752. You can be sure that they will receive this latest update.
To whom it may concern, I have been an avid Sears/Craftsman owner my whole life. The majority of my power tools, hand-held tools, and lawn care equipment bare the Craftsman name. That being states, alas, my dedication to the name has just been tarnished due to one of the worst service experiences I have ever participated. Approximately 5 weeks ago, I brought my Craftsman chainsaw into the local repair location in Shreveport, LA, to have an annual check-up/tune-up performed. I also asked to have the unit upgraded from an 18â bar to a 20â bar.
While awaiting to speak to the attendant, I noticed an irate customer speaking to her and overheard his bad experience with your service department. The attendant eventually took my information and shipped the chainsaw.
About a week later, I received a call from the service department scheduled to work on the saw. The person stated that they could not upgrade my unit to a 20â bar. When I questioned this person about why Sears sells a 20â upgrade kit at the local Sears repair location that specifically indicates fits my model number, they stated that Iâd need to change several other parts for a successful fit (I later found out, this is truly NOT the case at all).
I then asked the individual if they could sharpen my chain for me and was informed that they do not do that; they only replace chains. So, I informed them to do so. Almost two weeks later, I had not heard from the local Sears store as to the whereabouts of my chainsaw, as I was specifically informed that theyâd call me when the unit arrived back in Shreveport, LA. I called the local store to be told that they had the unit for almost a week, but had failed to call.
After paying the $74 charge, I picked up the saw and attempted to utilize the saw that afternoon. However, after about 10-minutes of usage, the saw started smoking so badly, I had to cease all activity. A few days later, I had the opportunity to bring the saw back to the local shop. After returning to the local store, I felt the attendant immediately had an attitude with me when I attempted to explain the situation. When she finally took the time to get on her computer, she snarled, âSo, whatâs SUPPOSED to be wrong with it?â
This somewhat infuriated my wife and I, as we had just taken the time to explain the dilemma with no attempt by the attendant to document the concerns during the conversation. The attendant took my saw and shipped once again. A few days later, I received a call from the repair department stating that my saw needed several repairs to include the oil pump which would cost an additional $83. Taken aback, I asked the repair department attendant how this could have happened within the short span of having the unit tuned-up.
She informed me that they only replaced the chain and installed a spark plug. I asked if $74 was the going rate for a new chain and spark plug and she stated, âYes, with the labor involved.â I could have personally completed the same actions for less than $30. She further stated that the new repairs ONLY included parts, but would not include labor. I then pondered why, if they didnât conclude any internal fault, they would not be charging labor on such a repair, as they did on the previous submission.
At this time, $157 would have gone well against a newer chainsaw. However, there was absolutely NOTHING wrong with mineâ¦my mistake was attempting some sort of preventive maintenance with Sears and/or its affiliates. I have informed the maintenance department to return my chainsaw WITHOUT repair, as this issue cannot feasibly be considered quality service by any measure. With this, I digress to state I will no longer support the Craftsman name within my own residence, nor abroad. This event is unacceptable, and simply cannot be tolerated.
I am very very aggravated with sears credit card service i was enlisted to receive paperless statements ,and I have no idea why that happen but I stayed positive and called 5 times to change the paperless statements to paper statement and have not been receiving them each month i am sick and tired of not knowing what is going on with my sears credit card account all i wish to happen is for sears to start sending me PAPER statements and i would appreciate if the late fee was removed because i dont know what is going on with my account every representative i speak to says they fix my problem but its not fixed please help me!!!!!!!!!
I went shopping at Sears yesterday and could not believe that your store does not carry dresses for short people. I do not understand this at all as we need dresses as well as the tall people. We have to drive a distance to get to a Sears store and I was very disappointed that the store did not have a dress for me. I for one will not shop at Sears again unless the store starts supplying dresses for us short people. I hope you get many emails regarding this as I was shocked when I couldn't find any that would fit me and I just need them to wear to church, not a fancy party dress. Thank you.
Madelyn Brooke
I purchased a (Craftsman) riding lawn mower and was having problems with it and needed a snowthrower attachment attached to my rider. First I was told that the attachment I had would not work, on that phone conversation I talked to 8 different operators just for them to tell me I had to buy the newer attachment and the one I had wouldn't work at all. As far as the lawnmower I had some issues w/ it and made an appointment, which was 4 days out after our conversation. Then you canceled I needed the work done asap and the attachment put on. My local lawnmower service had to pick it up and bring it to there shop, they told me the attachment would fit and I need work done to the riding mower. The carburator and air filter needed to be torn apart and cleaned. Which should be covered under my warranty but you wont take care of it because I took it elsewhere. I would have let you guys do it but you cancelled and told me you couldn't attach the snowthrower. I believe this is not right. Please contact me. James Brasseur
My intial contact with sears 18004myhome repair services for my washer was in 12-30-2012. I have had several repair tehs come out to repair my washer with no success. I am very dissapointed and disgusted at this point. I have ontacted customer service for several reasons the fact that I made a repair ppt on 04 06 2013 and someone took the lberty to change that without any consultatation I called customer service and requested a supervior and was disconnected. I honored the appt took off from work and still no running washer and it is worse than when we started. The washer is now leaking and not even running! I am ery discouraged and will never deal with sears again! rest assure I will let my family members and friends know about this horrible experience!!!!!!!
I have been a customer for over 45 yrs as well as my Family. We purchased a $1000. Range in 2006 which turned out to be an unsafe product. Sears "tech" inspected it and said it within their specs -- so much for Satisfaction ALWAYS"...And to hell with US. Strike 1. ........
2. In Nov. 2006 , We made another error in Judgement with Sears. We purchased a $500. Roto-Swirl Hot Water Heater from the Merritt Island Fl. Store. After a month it was leaking and was replaced. We replaced both elements earlier this Year and two wks. We cleaned both elements, flushed it out over a 4 hr. Period, and drained it completely with a hydro-vac. Two days later my wife drew a bath and the tub was filled with rust, metal pieces and black lime deposits. We purchased an extended warranty which was supposed to include a yearly cleaning, new Elements and Flushing.
When their"Tech" came , he took a load reading and said it was good. I asked him about the Flushing etc. and he laughed and said all the Salesman Lie to get a commission. When I asked for a replacement, I got a " Dog &Pony Show" and through very Poor English they wanted a $75.oo Fee for someone to look at it. I don't think so Tim......
This store has Salespeople that Lie for a Commission and warranties that don't hold water. They do not stand behind their Products, and they are not to be trusted? We will not be buying any more products from Sears....
Hello I took my family to the Sears photo department today for photos and I am completely outraged by the professional performance of your staff. I made a 530 pm appointment to get photos done, seeing as I have a 3 month old child we showed up early so she would be well rested and happy.
We were not taken back until close to 630, as if that wasn't bad enough, once taken back the room was not set up for us, my boyfriend had to assist with the set up just to get us in and able to shoot! Afterwards we asked to have a family photo done and then my daughters pictures to be taken with the
Christmas background, which did not happen.
The Sears lady who was taking our photos, I'm unsure of her name, was complaining about the other employees, yelling out the room to other staff members and had her thing underwear out the entire time. I was horribly affected. Once the shoot was done she informed us to return back in 20 mins to see out enhanced photos. To be kind we gave her two hours, seeing as we could walk around and see Santa.
When she returned at 830 pm, our photos were still not done, and we received an attitude because we came back. Once looking at the photos we asked how much it would be to purchase the CD with the photos on it, the lady then told us the price and tried to get us to buy the photos unenhanced and said we could do them at home!?
Why would I pay your company to do something at home by myself? I digress, then afterwards she asked me to schedule an appointment tomorrow to look at my photos and said " this way if you make an appointment this time you won't have to wait" as if we didn't have an appointment this time???!
The lady also took the liberty to inform us about her child that has past away which made both my boyfriend and I very uncomfortable. I am outraged by the procedures and actions they took. I wanted to inform Sears before you loose anymore customers. Thank you for your time.
I think you have allowed a scam to run on Sears website. I am VERY angry about how this was handled. A business advertised this greenhouse and took my money. They realized they had advertised it at a very low rate and immediately took it off your website within hours of my purchase. Instead of trying to rectify the problem back on December 14th, which would have allowed me to find a different gift, they mis-informed you and me for weeks that they had shipped the item. I called the supposed shipper, Demar, who had NEVER received the product to ship. After many emails and phone calls which included confirmation by Sears that the product had shipped and was due to arrive on 12/31, I was finally able, on 1/3/12, to get in contact with AMi Ventures, the company who advertised the product.
The owner had blatently lied to me telling me that he had been informed by Demar that the product had been damaged during shipment on 12/29 and was returned to him without getting to it's destination and that he had personally informed Sears of this matter. He went on to lie to me telling me that the greenhouse was no longer being manufactured and he would have to return my money. I have contacted the manufacturer, Rion, and they do in fact still make the greenhouse and have many still available. When I told the Ami Venture owner that I had been in contact with all these people and wanted the greenhouse delivered, he said he would call me back within 30 minutes.
When he did finally return my call, he then changed his story to say that the greenhouse is still manufactured but the company would not have any available for 25 days so he would have to refund my money. I had planned to give this greenhouse to my father-in-law, a 70+ year-old-man, who went home and prepped his yard in anticipation of his new 8 ft 6 inch x 20 ft 9 inch greenhouse. Ami Ventures mistakenly advertised this product at a very low price and then lied repeatedly about the product and it's shipment, laying blame on Demar and Sears, in order to to avoid making good on their advertised price. Sears is part of false advertisement, defamation of other businesses, and fraud. I want the advertised greenhouse package delivered for the advertised price.
Back in March of this year while shopping in your Nanuet New York store, I was approached by one of your Sears employees who politely solicited me for the replacement of house front doors, as this was something I was considering doing I rendered my personal information to be contacted by a sales man. Your sales man Dave Ellis contacted me and a home appointment was set up. Dave arrived on April 6th was polite, informative, and sold me a double front door set with installation. Approximately two and a half weeks later Dave called me to inform me the door set I had purchased was discontinued (a sales man selling a discontinued product?). Mistakes happen and a revised contract was drawn up to reflect a change in the door style. On June 4th a Sears contracted company arrived as scheduled and brought the front doors to the rear of my house for installation (I became concerned with their ability to do the job correctly).
They removed the appropriate front doors and installed the new ones, I immediately identified the job as poor and unsatisfactory work, the locking mechanism on the main door was broken, the remedy was to change it off with the secondary door, viewing the doors from the interior of my home I see day light peeking through, the exterior molding was destroyed, and from the interior the moldings are lopsided. This information was immediately conveyed to Dave Ellis and Yevette Manager at you New Rochelle Office. After numerous communications and unreturned calls Yevette has shown an unwillingness to correct this problem. I have been told the hold up was the purchasing of the exterior molding, and should be in shortly, when finally another Sears contractor arrived (late August) he only knew there was an installation problem, he concurred with it and new measurements were taken, and the molding would need to be ordered.
This as been going on for three months now, with little if any cooperation from your New Rochelle office, how much more patience am I supposed to display? As the colder weather arrives I am sure you understand my concerns to have this corrected, hopefully I will get some results with this complaint, if not the only resolution I can see is to have a contractor hired by me correct this problem and debit the balance of the monies still owed to Sears. I need some help here, thank you.
I received a flyer stating that Sears had a new service called coloring existing grout in tile. I made an appointment. after telling
the lady that my bathroom was very small and it would be a small job. I was told that the minimum job cost was $99 for any job. I agreed to that and the technician arrived the next week. The worker came in and showed me the tile colors---there were MANY.
I chose two colors. The worker returned to his truck and he stayed for a while. When he returned, he stated that I had chosen colors that
were not in the regular color price. My colors would have to be special ordered and it would be a $65 extra charge. I said no because
I had a worman coming the next day to fix the rest of the bathroom. I asked to see the color chart again and I hurridly chose another color--As it turned out, the next day in the daylight, it was a blue base???There was dye on the wall and the door(It washed off).
I called the manager and he basically said that it didn't pay him to do special colors on small jobs. This was a true bait and switch. Oh yes, there was also an $8 service fee added to the total cost. I am very disappointed in Sears--I am 74 years old and I have been using Sears products for the past 46 years--My first kitchen in this house was all Kenmore. Pleas DO NOT have your tile colored---they don't know what they are doing--It is a mess.
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!
I ordered a refrigerator online on Nov 19th. To make sure that the order was processed correctly, I phoned and spoke to a gentleman to make sure that the model I had chosen would come with an ice maker and a right hand door, and that my old fridge would be removed. A few days later, the fridge was delivered, without an ice maker and with a left hand door. Also, I was never told that a fridge with an ice maker requires a plumber to disconnect it, so as a result my old fridge was left in my kitchen along with the new one. I managed to get a plumber to come in 20 minutes to disconnect my old fridge; however it took over 10 phone calls and 4 full days of waiting for the old fridge to actually be picked up!!
It took a total of 8 phone calls to get the door reversed on the new fridge. And, three service calls!! The first time a service person came I was told that it would cost me $125.00 to make the change. I had been told by a sales rep that the change would only cost $25.00. So, in desperation to get the thing done, I told the service technician that I would pay that amount if necessary and argue about it later. At that point, the technician advised me that he could not do it anyway as there was a part missing!! I waiting a few more days and finally got another visit from the same technician who then asked me if UPS had delivered a part. I asked him what part was he talking about as other people had told me that there was no part required to switch the door. He refused to elaborate.
I asked him to please just switch the door so it opened on the right side. He told me he could not do it without this mysterious part. He left again. He phoned me twice in that afternoon to inquire if UPS had arrived with the part he needed. At 4 p.m. he stopped calling and I had to again phone and talk to several people to attempt to get another appointment!! After being hung up on a few times, I finally reached a person who advised me that the whole problem could be blamed on the french speaking Montreal office!! No explanation what had actually occurred etc. but I have always been polite to innocent people just doing their jobs.
In total, I have had to spend hours contacting Sears and had to wait 3 days for service calls without getting the problem solved. Today, another technician arrived in a Sears truck (the other guy was sub contracted as the truck did not say Sears0 and he changed the doors with no problem and no mysterious part that never arrived and was never needed in the first place!!! About the ice maker, I could not tolerate trying to get that delivered!!
I have been a loyal Sears customer for over 40 year. I have purchased appliances for my rental properties, relatives, my own cottage and all my Xmas gifts. If this is not settled to my satisfaction, I never intend to deal with Sears again,. I would like to have at least $200. taken off the price of this fridge as my time and the amount of irritation caused by this ridiculous situation is worth much more than that. i would appreciate a response. This is the second complaint that I have written to Sears about this situation. No reply came from my first complaint.
I am not a Happy Customer .To start with I had put the wrong apartment Number on my Order .So went I discovered my mistake I called Sears and Agent ID told me she would redirect my order to the correct apartment. Ok then a few days go by and its time for it to be delivered a day or two before Christmas 2011. So I checked its status and it said it had been delivered..guess what not to me it went to the apartment that I had Called Sears about,that Agent told me had been changed.Well then I called UPS and ask where my package was and I explained that it had been redirected from sears to come to my address.
UPS told me that there had not been a redirect on that package and it was not there problem I had to call sears so agent Lied To Me. So what was I to do Agent was messing up My Christmas .It was going to take a week to get it all fixed, so I went to that apartment that had my mail and ask her if she had a package with my name on it .She said she did and gave it to me. I returned to my apartment to inspect my package and I could not believe what I saw.The Lady that had my mail OPENED MY PACKAGE IT WAS TAPED ALL THE WAY AROUND IT.SHE OPENED MY MAIL.
That is the main reason I am upset with Agent because She did not do her job I feel violated and upset about having to chase my package down and then it was opened up by a neighbor.....Signed Unhappy Customer Who Sears Needs To Reture My Shipping Charges because I had to Go Through This....
Hi, My name is Sureyya Cetin and my home address is 18W180 16th str.Villa park
Referring to compain on internet , I had appointment for today at 1.00 till 3.00 PM for air duct cleaning and furnace cleaning and I confirmed the appointment on phone with the person named Eric. referring to phone conversation with him, I left my husband at home and I went to work.I told him to tell them I will come back at 2.30 to pay the bill which I heard from Eric that I will pay the bill when the job is done. Person from Sears arrives around 1.00 PM , fills the papers and asks for the bill cash or check before they start to job. and when says I will come back in an hour they say no, they cant start working without having the money.. My husband offers half of the bill in cash , which he has in his pocket, but they say they want whole. And they leave .
This is very very disappointing situation. I have been working with sears since when I was a kid and I never heard or lived this before.
I have been a Sears customer for many years and our house and garage are full of Sears products. Lately when we are shopping, you can't get waited on. We purchased a hot water heater on 7/29/11. We stood and waited for somone to wait on us. We were even told they called and someone would be with us soon. They never showed up. A sales clerk from the washer/dryer department saw that we had been waiting for a long time and came over to help us as we were just leaving to go somewhere else. We ended up buying your product and had it installed.
We had heard that it was possible we could get a rebate from Consumers Energy so I checked into it and was told I had to find out if it was installed by a contractor that was a part of this with Consumers. I have tried to contact this department. I was told by an automated message that all sales personal were busy with costomers and would call me back within an hour. That was 10:30 am this morning. I called a second time at 1:55 pm and got the same message. I left my number again, telling them this is my second call. No one called me back yet and it's 2:30 PM.
This is a good way to loose customers and we were about to leave that day. I would appreciate it if I could get a call on the information I wanted to ask and what has been going on here.
Purchased Nintendo DSI XL at sears.com on December 04. I received a confirmation email that the shipment might not go out for about 10 days, and that I would receive notice. On the eve of December 23rd (5:30pm) I still had not received, so went online to track order status. Learned from tracking number that order had been cancelled by Sears on December 20th. Called Sears.com customer service. Service agent said order was cancelled because item not in stock. Service agent further said that they checked about a dozen other sources but item was not available. While keeping service agent on phone with me, I went online to Sears.com, where the item was showing "in-stock".
Further, I went checked local Sears store availability online, where the item was showing "in-stock" at both of the closest sears stores to me. In addition, it was "in-stock" on Amazon.com, and I checked Pricegrabber.com and it was "in-stock" at 13 other locations online. So, Sears customer service basically fed me a load of BS, and Sears.com didn't have the courtesy to inform me right before Christmas that they had no intention of delivering the product to me.
Fortunately, it was "in-stock" at the Target 2 miles from my house so I was able to purchase it anyway (albeit with the inconvenience of needing to hit a Target on the Friday night before Xmas). I was on hold with Sears' service agent more than 45 minutes trying to get a satisfactory apology - but never did. While I was on-hold, I took screenshots of all of the "in-stock" availability to verify the truth in everything I am saying. I took screenshots of the cancellation, I took screenshots of every email I received from Sears on this matter, as well as every Sears credit-card email I receive - basically to support that Sears never bothered to notify me in any way.
So, I guess the message is - if you purchase online from Sears, maybe you'll get what you ordered and maybe you won't, but don't trust the Sears brand name as something you can rely on to be decently notified if they cannot meet their implicit obligation to you. Apparently, they could care less. I'll now copy and paste this message into every online consumer complaint site I can find.
I purchased an LG washer in March 2011. It quit working on January 15, 2013. I called Sears repairs and got an appointment for January 15. The technician did actually show up, said that the pump had broken and that a part would have to be ordered. The part showed up promptly, but I could not get another repair appointment until January 25 (today). Someone called this afternoon and canceled the appointment.
Reason given: hazardous weather (not true - weather was not hazardous). He said the would call back with a new appointment date. In the meantime, I called Sears repair (the MYHOME number) and promptly got cut off. Finally, after three calls and being shuffled around among four "service(?)" representatives I managed to get the appointment rescheduled for January 26th.
Shortly after that the guy who canceled on me originally with the "weather" excuse called to say he thought he could reschedule me for January 28th. This time he didn't use the "weather" excuse but said that the technician had hurt himself. So who knows when a technician will show up. I have been without a washer now for almost two weeks.
It is bad enough to have a washer break down less than two years after purchase. It is unacceptable to wait almost two weeks to get it fixed (assuming that the technicians show up tomorrow).
Needless to say, I will not purchase anything else from Sears, ever.
I ordered a windbreaker for my father for Chritmas this year. I called the Sears customer telephone listed on their website for help. I tried four times to get this order made. I was hung-up on twice when I called to complain that I was being charged a shipping fee even though I placed a order over $50.00, this was according to the website promotion.
I spoke to people who had such a thick Indian accent it wa extremely hard to understand them speak. I placed the windbreaker for a price of $70.00 dollars. I placed the order early, November 18th, 2012 as I was starting my Christmas shopping early. I asked if I would have any trouble returning this item and waw told " NO". I did not know that I was ordering from a third party sales company named Fast Media, my bill listed the company as Marketplace.
I did not know what. Third party sales even was. I took the windbreaker to the local Sears in Asheville, NC which is 1 hour away. I was told by the manager that I had to return the item back to the Third party, Fast Media. When I talked to Fast Media I was told that I could not get my money back since it had been ordered on November 18th. This is redicious considering Fast Media is saying a item has to be returned in 7 days.
How is this possible to mail back to them in time anyway. I will never go inside a Sears again and will not order on-line with them again. I have had a Sears credit card for over 35 years and bought appliances, furniture and riding lawn mower from them. What has happened to the quality of this company??? I have not had any satisfaction with any of the company's representatives and very saddened that Sears has sunk to this level.
I will pursue this complaint to the Consumer Protection Deptartment of the North Carolina Attorney General. I am not being treated fairly, I want a credit to my account for this charge.
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
To whom it may concern: My parents had Sears do the roof on their home on 1 April, 1999. My father is deceased now and my mother is 87. Her roof is leaking and I can not find the papers on it. When I called to get a copy from you I was told no..That the only thing you had was the date if installation and that was all a case worker was assigned and after 9 days of trying to get her to call me she called on Friday 12 October, 2012 and said they only had a notation on the account that said the warranty was for 10 years..Now when I called the first time I was told nothing was on the account. I was also told you had nothing signed by my parents (Katherine and M.R. Hayes 2724 Kenwood Ave. Fort Wayne, IN 46805). I find it hard to believe that a roof costing thousands of dollars was only good for 10 years. This is not the first time we have had to have you come out and fix it. I have not yet contacted our building commissioner as of this date. Nor have I called our insurance company. I would like to get this problem settled. Please call me at 260-710-1146 (cell) to speak to me. thank you for your time ..Kelly Hayes-Brotherton.
We ordered a treadmill from Sears and it was delivered yesterday, 4/11/13. We never received a phone call the night before to inform us of the two hour delivery window like we were told we should expect. We called the next morning to confirm delivery and it took 15 minutes for the service representitive to even find our delivery confirmation on the computer and they told us the window would be 12-2. However, at 10:30, I receive a phone call from delivery saying they will be there within the hour, which was great. However, they don't show up until after 2:00..... very upsetting as my husband ended up having to stay home from work for this. In addition, today 4/12/13, as we were leaving for work, we notice that the delivery team had left the whole treadmill box and garbage (box being over 6 ft long and 3 f t wide) hidden on the side of our house out of view. As it had been raining all the previous day, the box is now soaked and too heavy to move. We are very disgusted that the delivery team a. ) did not dispose of the garbage like Sears said they would. and b.) did not even inform us they were leaving it and c. ) hid the trash out of view on the side of our house!!! This is ridiculous and I guess a little consideration on their part is too much to ask.
I have been going back and forth trying to get a refund back on my credit card. The order number is ********. I have spoken with a manager at the Mesquite Tx store named Jen who said she would call me back and I have never heard from her. I have been going back and forth since 12/21/11 on getting my refund. All I have been getting is the run around. I am extremely disappointed with Sears customer service and willingness to issue my refund for merchandise I have not received. At this point I am tired and frustrated because I am receiving horrible service.
Contacted 1-800-4-myhome to order sevice on my Kenmore dishwasher that I purchased at Sears. (all of my appliances were purchased at Sears). I was given a time for the next day for service between the hours of 8am to 5pm. I was also told I would receive a call and email confirming my appointment.
So, I took off work the next day to wait on the repairman. By 11am I had not received a call or email so I call the 1-800 number again. I was then told that the service was scheduled for NEXT Friday!!! Not today! I am very upset because I took off work for this appointment and Cannot take off again with the possibility that the repairman will not show again!!! I was good enough to give thousands of dollars to Sears for my appliances but not good enough to talk to a person or get service for my appliance!.. I will be contacting the BBB for your poor costumer service and not standing behind your products! I will never buy another thing from Sears, much less the extended warrenties purchased!
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. 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.
I placed an order on sears.com thru a phone rep. ruby lyn.....i asked what the delivery date would be and was told 12/11/12 for a crosley turntable............i said great and continued with the order. the rep had trouble getting a confirmation # so i logged onto my bank site to make sure the credit card was only being processed once........and it was. again i confirmed the price and delivery date of 12/11/12 and was told that was all correct. no confirmation # could be given at the time due to system problems...an email would be sent. confirmed delivery date 12/26/12......
I called immediately back and asked how i get expedite the delivery...extra pymnt....fine. was told no can't do that. i said please cancel order.....cant do that. i have been on the phone and chat rooms for two days and cannot cancel order. can't get refund. told too late sucker!!! insane and unethical 5 minutes and too late to cancel order. i have spoken to every foreign country that handles sears.com and no resolution. sears.com is a rip off......do not patronize them. i want a credit to my account and the order cancelled.
I have ordered the product from an american site and it is on it's way and should arrive in 2 days. sears will never have my business again.......or anyone that i can tell about this experience either. sears.com unethical contacting better business bureau also. 5 minute span on a sunday and too late to cancel order......ridiculous!
After 15 years of owner a kenmore washer and dryer I felt it was time for an upgrade in Dec. 2013, Seleced set with open drum for more washer space and more load capacity. I have been very disappointed at the wash, my clothes has to be washed 2 or 3 time to get the proper cleaning. Just the other day, in order to get better cleaning of clothes. After loading the washer I full a bucket with water and pour over the clothes in washer so that everthing gets wet and then detergent and then turn it on. Less water in new machine to wash in a bunch of bull. Try to return it on Aug 2014 only wanted to give me 10 discount. After me and my ole man brought $4,000 worth of merchandise.
Mid january of 2015 our 3 year old fridge went on blink-called sears & they sent repairman-main coil was going-freezer inoperative-fridge holding at 48 degrees-part ordered & new date for service set for feb 06- THREE WEEKS-day before repair date sears called & said part not yet located-would take another week-on Feb 09 called and said part not available fridge has to be replaced-still under warranty-stated would give us $1,999.99 to replace it-we immediately went on line and due to counter depth and black (like our other appliance). The builder of house provided the sears appliances all "ELITE" AND although we had paper work, but not a bill we asked how they arrived at the amount to be replaced-no-one could or wouldn't provide their method.
We went on line & found that it was $2,695-but sears stated that they wouldn't honor another objective estimate. Sears only had six black fridges that approximately met the specs-24 cu.ft.and 27.25 depth, including door-my wife wanted a french door and thus we chose one that on sale for $2899- we agreed to pay the difference-delivery date 3-24-a 5 to 6 week time frame wi/out a fridge or a total of 9 weeks. I asked them to provide replacement for no cost or to provide a smaller fridge on loan basis until our new-one arrived- They would not do either. I told them we would buy a smaller cheaper fridge between 500 to 600 dollars if they would make an even exchange-the answer was no-we don't have authority to do this. These inquiries took hours.
I bought a snowblower at Sears used it one time and the gear lever broke returned it and wanted another one but they didn't have any in stock they were going to order me one but they said you can't order any because it's out of season it is January. when it snows and I don't understand why you don't have snow blowers I am very disappointed in Sears so now I'm with out a snowblower.
Sears was supposed to deliver a treadmill to my apartment on 11 Jan 2015. Because of a mixup in communication it never got delivered. So, at my request, they supposedly canceled my order the next day. I was initially told I would get my refund of more than a thousand dollars within 7-10 business days. When I emailed them and asked where my refund was that was amended to 10 to 14 business days. I don't know how many times I have been told they would submit an inquiry and get back to me within 3-5 business days. That ain't never happened. I have been given so many conflicting answers such as yes, we canceled your order; we haven't canceled your order; we can't cancel your order so you will have to go on line and cancel it yourself; we have canceled your order and your refund is being processed; your refund is being processed and you should get your refund NLT 2 Feb. I haven't seen one dime of that refund. I will never shop at Sears again -- not even for a pair of socks!
I am extremely disgusted with the repair and customer service we have received from Sears when our front loading washing machine broke down. When we purchased our home a few years ago, we purchased all of our stainless steel appliances from Sears. We purchased the double oven, stove top, refrigerator, dishwasher, microwave , washer and dryer. We also purchased extended warranty for all appliances except for microwave and dishwasher.
We started having issues with our washer and dryer and refrigerator as well and Sears fixed it but this time when our washer started leaking, that's when our nightmare began. They kept sending technicians out but washer kept leaking so they decided to order a whole new drum which according to the technician cost more than a new washer. Which I don't understand why Sears would want to waste money that way but we didn't care as long as our washer is fixed. So Sears out sourced the repair to an outside company and they kept our washer for 3 WEEKS!!!! They kept saying that the wrong part was ordered (3 times) which kept them from Fixing our washer. Meanwhile we had to go to a laundry mat twice a week, each time it was costing us $20.
After the 3 weeks go by any many phone conversation, they brought our washer back. I told them I had an appointment near by and if they call before thy come by, I will run home and let them in. Well they never called me and when I got home, my washer was IN MY BACK YARD!!!!! Needless to say, I was very upset and called these people back and they came and put washer back in my house. They then proceeded to tell me that I cannot use the washer because the hose that came with the parts ordered does NOT fit my washer. We had to go back and forth with Sears again to get the correct hose, had to wait for another week so this has been 4 WEEKS with no washer. They scheduled for a Sears technician to come out between 8am-5pm, I waited all day until 5:30pm, no one showed up.
I had to leave on an errand and when I came back, there was a note on my door that he came at 6:02pm and we weren't home. If they had just called, we would have waited. So we had to wait another week for a other technician to come out , this is now 5 WEEKS we are without our washer. So technician finally came ame lo and behold, the part they ordered was they wrong part AGAIN!!! So technician was talking back and forth with Sears recommending that we get a new washer but they said NO! so we waited another week for new drum kit to come, this is 6 WEEKS without washer. Technician came did the repair a couple of days ago, tested and it appears to be fine. We did 1 load of laundry and so far so good, did 2nd load of laundry and water spwewed EVERYWHERE!!! We have video if y'all need to see it. So we are out of a washer AGAIN! I have never in my life seen such incompetence and lack of caring from any company in my life. We will NEVER and I Repeat NEVER buy anything from Sears ever again.
I think you people are a bunch of crooks who take our money for warranty but do not deliver the service that you promise. I will NEVER USE YOUR COMPANY AGAIN and I will make sure that everyone we come in contact with know about your incompetence. We were promised $100 a month from Sears to do our laundry at laundry mat but we have not seen 1 cent because you are also liars on top of being incompetent. We are suppose to have a repair person come to fix our washer AGAIN tomorrow but I am sure not holding my breath that they would show up much less do the job right or even have the right parts. Something needs to be done immediately or you people will be losing a lot of customers, I know you have lost our patronage for sure!!
I can be reached if you want to bother talking to us. WE ARE STILL NOT ABLE TO USE OUR WASHER GOING ON 7 weeks!!
Clothes come out of the dryer with dark black spots that won't come out. Had to hand wash and soak and still won't come out. Filed complaint with customer resolutions and was told to go to the Sears store for refund and return. Went to the store and they said I would have to do it by phone.
The next person I spoke with at customer resolutions was very nice and respectful and I thought we were almost done with a resolution when he put me on hold to get a price approved for the replacement and we were cut off. After waiting 45 min to see if he would call me back I called customer resolutions again. Brittany was rude and disrespectful and was no help at all. She said I had the wrong department when it was the same phone and ext I had previously called. She said that no one in the entire department could make an outgoing call even if they had been disconnected. She said they would loose all info and would just take another call. So I was out of luck because she couldn't help me.
I went back to the store and now they tell me a technician has to come out before they will do anything and I can't get an appointment until next week and I may still be stuck with this piece of junk. Sears today is not the Sears I have been loyal to for 40 years. Apparently they don't stand behind their products anymore and have forgotten what customer service means.
Particulars of a complaint to Sears over shoddy work, lies and the commission of possible fraud. Arrival of the Installers: We begin on the morning of 11/21/2014, a Friday. A tall, dark complected, ruddy faced man who makes no attempt to introduce himself shows up to install a stovetop and an oven purchased at Sears. He is alone. He asks to see the installation instructions, if any, we have already received. We provide them. After a brief period, Installer #1 says something like “Looks like your old oven is not the same size as the new one.” I wonder why, but I say, “Well, when will the new oven arrive?” He says his assistant is on the way. A brief period after that his assistant, Installer #2, a Mexican, drives up in a beat up truck. He has the new oven in the back, but he also offers no name. I wonder if his truck will leak oil on my new concrete driveway… I go back to the kitchen. As I enter, Installer #1 is breaking [not dismantling] the old lower oven door off by wrenching it back and forth until it literally falls off at the hinges.
The noise this makes is so loud my wife Cathy hears it all the way upstairs. There is no going back; I get the point. No one says much, but we all look more carefully at each other from this point on. I go out into the garden; Cathy flees back to the upstairs. Next, complicated things begin to happen. Installer #1, ruddy face, tells me the old oven electrical connection was on top, but the new one is on the bottom, so they have to extend the wiring, which will cost extra, something like $90.00. Also the new oven is too big to fit, so they have to enlarge two surfaces of the cabinet by making two saw cuts that cost $68.00 each. I complain about that expense for so little effort, but ruddy face insists Sears sets the prices. They are just independent installers.
They run into these problems all the time with Sear’s customers, implying Sears frequently sells stuff that doesn’t fit right. Gibberish about inches and dimensions are sprinkled randomly in but nothing seems to make much sense. Foolishly I take ruddy face at his word, because I know there is no going back. But I notice something important after they remove the old oven. The old wiring reaches all the way from the top to the bottom of the cabinet; so it’s obvious the electrical connection to the old oven was not at the top, but just like the new oven, at the bottom. I verify that by going out to the beat up truck to look at my old oven. Sure enough, the connection is at the bottom. They have lied to me. I immediately raise this issue with Installers #1and #2 who have followed me out to the truck. Now Installer #1 changes his story. The new problem is there was no junction box at the end of the old wiring connection so they had to add one. I say, “OK show me the packaging or wrapper for the junction box.”
They look at me long and hard, but show me nothing, because they apparently have nothing to show. Then Installer #1 says, “Are you accusing me of lying?” I say, “I asked to see the box or wrapping, remember?” Now the Mexican begins to jump in and we go round and round in the driveway, getting nowhere, and it’s two against one, so I say, prudently, “Go back in and complete the installation. We’ll settle this later.” When Installer #1 begins to saw the left and top sides of the cabinet with a reciprocating saw, I sit at the kitchen table to watch everything closely from then on. I notice the saw blade is either dull or too rough toothed, because ruddy face has to exert substantial force to hold the saw in position when he cuts upward instead of downward along the left side of the cabinet. I also notice the saw doesn’t cut straight and leaves a jagged edge all along both of the cuts. So, I tell both of them, “I want you to know I intend to file a complaint with the store manager about this entire incident, and you can both absolutely count on that. They say nothing, so I get up with my own tape measure and measure the height of the new oven where it must join or fit into the cabinetry. Then I measure the opening in the cabinetry.
There is the proof; the upper cut wasn’t necessary because there was 3/4th of an inch of clearance between the two. I tell them this, in nothing less than the most blunt and emphatic terms. They look at each other, questioningly, as if to suggest “What do we say now? Finally, the Mexican says, sort of apologetically, “I measured it twice.” They shrug but continue, and when they begin to insert the new oven into the cabinet, I see the long electrical line when they pull it out of the bottom of the new oven, to connect to the junction box at the end of the old electrical line which as I said reaches all the way to the bottom of the cabinet. It’s absolutely clear to me at this point that I’m being scammed. But there’s no going back unless I want to spend weeks, maybe months, in a kitchen without a stove or an oven.
So I say nothing. They huff and puff and finally get the new oven in. Then everybody sees the jagged edge of the saw cut above the oven, because the wood removal wasn’t necessary in the first place. I throw a fit all over again. But all ruddy face says is,”OK, we won’t charge you for that cut.” Since further communication on my part seems pointless, I sit there as they rush to complete the installation by pounding in shims to raise the oven to cover the damage ruddy face has agreed not to charge me for. I just want them out of my face, my kitchen, my house, my life. So I write a check for $148.00, and ask for a receipt, which ruddy face says I’ll get in an email online, but I never do, no matter how hard I try and how much I complain for over a month… It is only later that I remember the quality of their voices and remarks, which were oddly brief or abrupt, but convincing and decisive. Why? Because they were practiced, and confident. I suspect their game has been perfected over a long period of time, with many other Sears customers…
Have a refrigerator that is not working properly. Ice maker is not working and is making a noise like a machine gun. It is freezing food including my husbands INSULIN which he needs to take twice daily. We will have to make a 100 mile round trip to go get more insulin tomorrow. Sears says they can't get here till Feburary 9 th. What are we suppose to do with meds until then. We have snow here and can't put meds in that or it will freeze again. HELP please
I took my 2 vacumes in to get fixed before my warranty runs out. Found out the repair store i go to was closed and no longer there. So i ch ecked online and found a place to take it which ended up being the seatac mall.I go into the sears and they tell me they no longer fix small items, they send them thru UPS to TEXAS. So now im at the UPS store and it costs 49$ just to package 1 up and 97$ to send it plus the same amount to send it back...How is this saving anybody any money. They could of gave me 2 brand new vacumes for the price sears is paying to ship elsewhere...I will think twice before buying anything at sears and buying warrantys too..
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.
Received a new Seike 50# television damaged. When I was contacted about the service and delivery I was told via computer voice I would be contacted the next working day. 2 weeks later I am still waiting. Due to health reasons I have to go to kidney dyalsis I am not at home but my wife is and she has not received a call. I purchased the television by phone as I do not or cannot get around well. I am disabled and am recovering from having been hospitalized for over a year and am not able to get around. In good faith and a loyal Sears (or was) customer I used my phone. That's when my troubles began. I was promised everything and not one thing was done that your sales associate told me.
I will not recommend Sears anymore to anyone and I will be sure to tell them why. You can tell me all the reasons why you are closing stores but I can guarantee the main reason for your lack of sales is poor service. Customer service is the # 1 reason I came to you. Sorry your competition will now get all my purchases. Thank you for listening. Also some results would be nice.
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.
1star - cause it wouldn’t let me pick 0 stars,
I order 2 washers on line from sear.com on Jan 3, 2018
A day before the delivery, I canceled the order.
As of Feb 1 2018 I still haven’t received my refund.
It’s been hell ever since I canceled the order.
No one knows anything and I get different answers
Every time I call, and I get the same email saying
It’s a no- reply email TOO!
“Dear member,
Thank you for shopping at Sears.com!
We have received your request for refund for the canceled order. As we have limited access, would request you to please contact the home delivery team.
Home Delivery Team - 1800-732-7747 Mon - Sat 6:00am - 11:00pm, Sun 6:00am - 11:00pm.
If you have any comments or questions, please chat with us now for assistance.
Thank you,”
Four years ago, I purchased from Sears in Hunt Valley, MD, which has since closed, a top-rated Samsung clothes dryer. I take good care of my appliances; I live alone, and have several appliances that are more than 30 years old. Approximately six weeks ago, my dryer stopped working. I called Sears repair on Dec 3 and on Dec 4, a very nice technician, Donovan O'Neill, came here. He said my dryer needed a new heating element, which he ordered. I gave him a check for $171.82. It is now a month later, dozens of phone calls, several schedule changes (I have had to re-organize my time) and it turns out that the part is simply not available. I've spent hours on the phone, getting rerouted to people in the Phillipines. No department seems to communicate with another. When, in exasperation, I called headquarters today, an extremely rude man said there was nothing he could do to help me. This is outrageous! I want a brand new Samsung dryer. I have been incredibly inconvenienced, ignored, insulted (by the man who answers your phone at Headquarters). I left a voice mail with your PR department and I suppose I could write about how horribly Sears treated me in my monthly newspaper column but would rather just get a new dryer. I look forward to hearing from you.
I have Sears Home Warranty, my dryer was not working, made an appointment which was weeks out, after a week I called to see if anyone can come sooner, was given the option of an outside source AIrtech, who came out in a couple of days (last week). The dryer was fixed but by the end of the week was not working again. I called sears this weekend to have someone come back out I was given a confirmed appointment for today between 4 and 6 pm, no one showed up. I called sears and was told that it is up to me to call Airtech and confirm a time and date. I asked so now I have to deal with this company even though I am paying Sears and what would it take to get Sears involved. I was told I had to contact Airtech they will give me an appointment since they started the repair if they can not fixed it they should reimburse me my 75 dollars back, if they find a new problem I will not have to pay. I asked why did Sears not tell me when I called that the confirmation time and date means nothing that I have to call to setup a time and date.This is not the service I am use to from Sears, please provide some sort of feedback please.
Your appointment is confirmed for Monday, January 29, 2018at 4:00 PM — 6:00 PM. Below is the email from sears: Thanks for your help. My number is 706 951 0652
The authorized Service Provider assigned to you is:
AIRTECH
7062447681
We're sending them to:
1926 WOODCHUCK WAY
HEPHZIBAH, GA 30815
Important reminders:
Your deductible is due at time of service. (If unsure of your deductible amount, please see your Welcome Kit) Your service provider will diagnose the issue and recommend the best option based on your coverage.
Covered repairs are guaranteed for 6 months. If we didn't get it right the first time, you won't have to pay the deductible again.
See the FAQ below for additional information
Questions?
If you need to reschedule or have any other questions, please call your plan's dedicated toll-free number (located in your welcome kit). Be sure to reference Service Order # SCCL1L6SMJ.
Sincerely,
Your SEARS APPLIANCE WARRANTY Service Team
FREQUENTLY ASKED QUESTIONS
I am at wits end with Sears. In August, Sears came to my home to repair an elliptical. That was a 15 minute call. I was told the tech would arrive within a 4-8 hour period -- which was the case with every subsequent visit and was hugely inconvenient with my work. The service technician diagnosed the problem as being a faulty console, so I paid by credit card for a $95 service visit plus over $400 for the console. When the parts arrived, I scheduled a followup visit -- another 15 minutes on the phone. Turns out the console didn't fit my machine, so the correct model was ordered. When it arrived, I scheduled a third visit -- another 15 minutes on the phone. Tech person arrived, turns out the console wasn't the problem. Rather, it was one of three other parts -- all of which got ordered. It took 6 weeks for the parts to arrive -- in the interim, I called Sears twice to check on the status of parts and was promised a response -- each call was at least 15 minutes, and no followup occurred. When the parts arrived, I scheduled a followup visit -- another 15 minutes. The day of the visit, the tech had to cancel, and I got a call from Sears to call them back to reschedule -- another 15 minutes. In the interim, I had to change the date of service, which I did on line. However, I got three calls from Sears prior to the rescheduled service date seemingly unaware that I had changed the date. The service tech arrived, finally, and it turns out the problem was solved by a circuit board that cost about $60. After the visit, however, I discovered that the service tech had not reassembled the machine properly, so I needed a further visit to fix that problem. The rescheduling took 15 minutes on the phone. He arrived, and the fix was finally made -- in mid-November, three months after the first call. The tech issued me an itemization subtracting the cost of the parts I did not end up using, and said Sears would issue a refund. I called Sears to confirm, which they did -- which took another 15 minutes. No refund came after 3-4 weeks, so I called back. I was promised the refund, and a $30 gift card as compensation for all of the time on the phone and the 5 separate service visits necessitated by Sears' misdiagnosis -- a token "compensation" given the 20-30 hours of my time wasted. Again, no refund arrived, and now tired of having to spend 15 minutes or more on the phone, i tried Sears' "chat" feature. They said I needed to call. So I called, and was promised the check would be sent. They also disclosed a refund amount that was less than originally promised, so I asked for itemization -- this was a 40 minute call bouncing between people and waiting on hold. They had no record of the original amount, so I asked that the itemization of the refund be emailed to me. They emailed the new amount. It was still wrong, and I emailed back my explanation. And asked that the undisputed amount be sent -- along with the gift card. Sears responded that they needed my address for sending the check and gift card. I emailed it back. They said I needed to call. So I called -- another 15 minutes -- and gave the address. Sometime later, I got a call saying Sears' needed my credit card. I emailed and asked that they use the same card I used for the original visit. Sears responded that this information was not available, and I needed to call. So I called, and it took 20 minutes of processing time on the phone before the service rep would even take my credit card information. Then the rep said she had no record of the $30 gift card promise, and it would not be provided. So, i concluded the conversation expressing my sincere disappointment and frustration, and sent a final request by email to Sears.
So, after nearly a dozen phone calls of at least 15 minutes each, 5 service visits to repair one part -- each one requiring me to miss 4-8 hours of work, I have had to put in an INCREDIBLE amount of time for one relatively minor repair project. My observation of Sears' customer service is that the email and chat functions are basically useless as the direction in every case was to call customer service. Customer service is virtually useless because every call requires starting from scratch, verifying basic address information (which they ask me to confirm as opposed to asking me to provide for security purposes), repeating prior calls, regularly placing me on hold for unexplained reasons, and then only being able to repeat whatever information is on their screen. Every question I asked had to be referred to an "offsite research team" that would respond within 24-48 hours, and when they did, it was only to repeat their prior information but not actually address the concerns I raised. It was a brick wall. Every time I asked for a supervisor, I was told it was not possible.
Bottom line, I can see why Sears is struggling to remain viable. The entire customer interface system involves telephone representatives who have a difficult time communicating with customers, computer systems that do not allow the representatives to see a full case history in real time, a customer interface protocol that necessitates customers go through no less than 15 minutes on the phone with a CSR for even the smallest of issues, a lack of a complaint escalation process to supervisors, an email/chat system that is entirely window dressing, a lack of adequate record-keeping, and finally -- no sense of addressing real customer complaints.
At this point, even though I respect Sears' long history and Chicago roots (where I have some family), I don't see how I could ever do business with Sears again given these circumstances. I am taking the time to report here because my efforts to complain directly through Sears hit a wall.
Thank you.
JC
Portland Maine
I will not rate Sears at even a one star, I purchased a front load washer and dryer in June. Something broke the inner drum and water ran all over the floor. It took over 9 full weeks to get parts and repair. In less than 2 weeks the washer was shaking all over so I called repair services again on the 3rd week of use, repair returned a week later to look at it and order parts, I was told not to use the washer so it does not cause more damage. It has been another 2 weeks waiting for parts so I called to find out where the parts were and was told they are backordered for up to 30 days. So I have owned a Kenmore washer for 7 months and the washer has been broken for 3 months, 42% of the time I have owned the set they have been broken. I tried to speak to a supervisor and got nowhere. Sears can not replace the washer because it is not working, no kidding. I was told the washer was made by LG, I will never own another LG appliance for as long as I live, they are junk. I had a microwave that died at the one year warranty so it was not fixed, another piece of junk.
I want my refund of $900.00 I bought washer and dryer from the sears store in st Louis. I paid cash, They picked up them both. I have been waiting three weeks. Many telemarketers have said the check is the mail. I WANT MY MONEY !!!!!!!!!
My wife bought me a pair of hiking boots on August 21, on sale, to give to me on Christmas. She was assured if I was not satisfied with them, the boots could be returned within 30 days AFTER Christmas. I found the boots in an upstairs bedroom in September, and asked her about them. She said they were a Christmas present but now that I found them I could wear them now. I told her I had already purchased a pair of hiking boots a few months before and did not need them. We took them back to the store only to be told it was day 33 after the sale and we could not return them or get our money back. Sears policy is no returns accepted AFTER 30 days. We explained to the salesperson and the supervisor
Purchased new Kenmore Elite refrigerator July , 2015. We took delivery of it spring 2016 and we installed it in the new house nov. or early Dec. 2017. It completely quit working September 2, 2017, not even a year after it was first used. Sear has not repaired it and they have not replaced it. they do not have the parts, which is the compressor and all elated parts of the thing. I understand their policy is - if they cannot repair it in 30 days they will replace it. they have not done so and the customer service has been ineffective at best.
I placed and PAID for order # 854859640 on Aug. 26. Sears cancelled the order on Aug. 31, and unlike my immediate payment to YOU, I'm still waiting for my refund. OUTRAGEOUS service. Will NEVER shop at Sears again...
I bought a riding mower in 2015 I bought a service agreement with it for 5 years. I has been deemed unfixable, I havent had a mower in months. My sons have been helping mow. We have had nothing but a run around with Sears. They told me on August 25th that they would resolve the matter and get me a new mower. They had till the 31st of August. My case number is 5163772. I need this resolved. I would rather get a refund, and go elsewhere. I need a mower desperately. Is someone going to step up and take care of this? I am really dissappointed because I really trusted Sears. My home phone is 812-623-4424 or my cell 812-363-5097 Could someone please call me ASAP. I am very stressed and can't take much more
I ordered a part for water heater. It was warranted and could have gotten it from manufacturer free, but could not get it soon enough. Sears told me they could get it to me between 4 and 6 pm the next day. When it did not arrive I obtained one that day and installed it. The next day I called and canceled the order and was told that it had been canceled. that evening it arrived and I called to ship it back. The people I spoke with seemed to be helpful. I was told I would receive an E-mail with a printable shipping label. I waited five days and after receiving no E-mail I called today and was told that. I would have to 4.95 for the shipping label.
This would have been fine except they were not going to refund the $18 I paid for expedited shipping. Sears finally decided to refund part of the shipping. This would have been ok if the problem had been my fault, but I did everything I was supposed to do. It was sears fault I did not receive the part when I was told I would receive it. I talked to four different people there and got four different stories. This isn't a lot of money but it is my money. Don't believe the "hassle free return policy" it is a hoax. I will never do business with sears again. Again, I could have gotten the part free from the manufacturer in the same amount of time it took to get it from sears.
I first ordered a weed eater with a visa gift card of two hundred dollars my realtor gave me when I bought a new house, the remaining balance of $58.68 I paid with my credit card. I waited 20 days for my order to arrive at Pasadena TX, Sears. When I got to store to pick up the manager said it did not come in and refunded my money on a sears gift card. So I went online at another sears store and ordered the same weed eater to come to my house, after 11 days I still have no weed eater and checked tracking and apparently it was sent to wrong address in Baytown. I live in LA Porte TX.
Apparently Sears cannot supply a weed eater even. I want my money back on my credit card, and do not wish to deal with Sears ever again nor recommend this store to anyone. So please refund my money to my credit card so I can buy me a weed eater somewhere else.
This has been the worst experience ever with Sears. I have been a customer since 1987 and never have I had the level of incompetency as I have recently experienced. I will try to break out the time frame. Around August 12 I placed an order in store at Clarksville, TN to be delivered to Greenville, NC. It was a two week delivery which put it at August 26th. When the delivery arrived it was the correct size but the deliver guys said the set was too small that the bed was a queen instead of a full, what was really going on was that the slats needed to be placed on the bed, anyway they took the set away but had my son sign a manifest saying it was delivered.
He is 19 so when an adult asks him to sign something he did blindly. After it was determined that the delivery was correct they had returned to the warehouse for the day and would not re-deliver. Also, they wouldn’t re-deliver another day. I finally was assigned a case manager (Yvette) who ended up canceling the order completely and re-ordering from scratch.
So, the new order was to be delivered on September 2nd and they delivered a mattress only size King…where in the heck did that come from…this may have been when Yvette cancelled the entire thing and re-ordered from scratch (it has been going on for so long now…). So now the next deliver was scheduled for September 10th and after three hours of waiting they finally delivered, the box springs only (but at least it’s the right size now). So we are on the phone again and finally got ahold of a nice man who finally found out that it wasn’t delivered from the vendor.
We would have another one on the next shipment which they said could be delivered no earlier than September 16th. The problem was that my son wasn’t going to be in town that weekend so it was arranged to be delivered Monday September 19th. Again, no delivery, again many phone calls. Finally found someone (thankfully spoke English and was in the United States (you may need to reconsider your outsourcing to other countries)). They found that on the 12th the order was cancelled at the warehouse. I know this happened once before but can’t remember which time.
Whoever is running that warehouse needs to be fired (I have never been an advocate for having anyone lose their job but this has gone too far). This time the person at the warehouse said it was confirmed to cancel (they talked to no one at our house nor my son) and that a manifest was signed (he signed for the box springs, if they put another one for the mattress in there that is deceit). Also, when I was tracking the order on line it showed a delivered status over an hour before the actual delivery. Why would that happen?
So, once again we are without a mattress and empty promises of deliveries and return phone calls (as far as I’m concerned they are all lies) . The level of incompetency has reached an all-time high on this one. I have been a customer for a long time but never have I had an encounter like this. But rest assured my credit card sure has been charged for said mattress, made sure that happened. I have had guests (70 year old grandparents) sleeping on the floor and my son has slept either on the floor or the couch for over a month. This is a very simple task, take a mattress to someone who paid for it, why is this so hard?
I bought a Craftsman 2 stroke weed wacker and trimmer in August 2015 (13 months ago). I purchased the Edger attachment barely a month later. I also bought several spare parts, including a spare blade for the Edger attachment. Sears never shipped that blade and when I tried following up they were extra ordinarily unhelpful and that issue was never resolved. Today I learned that Sears provides no more repairs, no cleaning and no servicing once this weed wacker is out of warranty.
I find it very hard to believe that I just spend close to $300.00 for something this company refuses to service after only one year. When I asked where else I could get this weed wacker serviced they refused to provide me with a contact. They shrugged and said: "Sorry, can't help!" We will not ever shop at Sears again.
I have many Sears complaints so I will start listing them now. First, a failure of initial product (upright freezer) to perform. Second, a failure of Sears to deliver selected replacement upon stipulated date. Third, a failure of Sears to offer amenable solution beyond the 30 day lag in delivery. Fourth, a loss of food stored above and beyond maintenance agreement. And finally, a failure of Sears to stipulate that an additional delay will not occur.
I purchased a leaf blower approx. a year ago and it died on me. I took it back and the store at country side mall replaced it. I brought the new one home did everything the instruction said used it for 10 minutes and it shut off and never started again. I took it back to countryside which is an hour from my home and got my money back with no problem. While I was there another customer brought his back for the same reason. I would suggest whom ever is making these for sears is ruining there reputation. I bought a craftsman on there reliability and I guess that all went away. I went out and purchased another brand and will not recommend your lawn equipment to anyone anymore. No wonder sears and K-marts are closing all over the US.
I was in Sears for over an hour. Picked out an adapter for my socket set, socks, 4 shirts, a pair of shoes, a belt, a pair of jeans. Went to the counter and the "system was down". The clerk said cash or check only. I was planning on using one of my credit cards but luckily I keep a check in my wallet for emergencies. Wrote a check for $152.79. They declined it. The check was out of sequence. I explained it was in my wallet for emergencies, but I was told it was for too high of an amount. It was before 5:00 PM so the bank was still open. It's right down the street from Oxmoor Mall, Louisville, KY. as is the business I own.
I have two houses and I'm in the process of selling one. My credit score is "good" over 700. It will be higher once I get the house sold and my monthly expenses go down. I went ahead and bought the shoes, jeans and belt with cash but had to put the rest back. Sears system goes down and I'm penalized. What a waste of time. Always loved my craftsman tools but if you have no more regard for customers. Been a craftsman Club member since 10/1991 but I never have my card on me so I guess they think I don't shop there any more.
I had 5 credit cards on me including one for my Insurance Agency, which is me, 2 picture I.D.'s good grief. I'd understand if the check was for $500 or something or if my credit score was questionable. Good grief.
For the record I have not received an original invoice for a service call not rendered. Instead I was sent notice of debt received on Saturday August 13, 2016. As indicated in your correspondence it’s past 30 days, and was not given the appropriate time to respond to this charge.
Why wasn’t I sent an original bill? I wasn’t even given the courtesy to pay this bill. I view this action as a means to intimidate and threaten me into paying this bill. My good credit and name is now being challenged. (If I gotten an appropriate statement, I may have paid the bill under protest).
How else am I supposed to interpret this assault on me? I am totally offended I have lost my respect for the Sears slogan: Coverage you can count on and peace of mind. Along with this statement I have sent you my original letter of proof of action protesting this service call, dated 07/13/16.
I am really disappointed by the service by sears and its poor management. I was really disrespected by one of the sears manager when I was really polite in response to my question about the return policy and she was unprofessional and tried to interrupt me without responding to my questions about the return policy. She tried to ignore me and it felt like she was winning in front of me by ignoring me I was wonder if sears management work to make violent against different race.
My husband bought a watch for me several years ago from Sears. I had set it aside and recently found it in the watch box of a watch I was currently wearing. The battery was dead so we decided to have it replaced. The girl at the counter told me that the hands did not line up. I asked how this could happen. She replied from dropping it. I told her it had never been dropped and to observe the conditioner showing no scratches. Then she said I put heavy items on top of it. She then said she would have to send it out for repair before getting a battery. I took back my watch and left. I went to a nearby jeweler who replaced the battery in a matter of seconds and advised me there was nothing wrong with the watch. I have been a loyal customer at this store for decades and, except for the occasional rude employee, I had no problems like this. I would hope this girl will be moved to another area where she might have better luck knowing what she is doing instead of forcing customers to go elsewhere.
Have been a loyal Sears customer since 1986, ALL of my appliances, tools etc...purchased from sears. So when my fridge died,,naturally I went to sears I bought a fridge, paid in cash-in full; at the Yonkers NY sears on 6/8/16. Very bad experience, since then major issues with delivery, the delivery company contracted by sears. Not the sears delivery van; none of them could communicate effectively in English. So being mono lingual, it was down hill from there. No worries after several phone calls (on hold for 30-35 min some times) we resolved the delivery / haul away issues in only 4 days.
Then there was a shelf missing in the refrigerator. I called on 6/14/16 and was told " it will be delivered within 7 days". 1 month later the matter still not resolved..how hard is it to send a shelf or have me pick it up in the store. I called CS today and was told I ordered a "cup shelf". and as a result they can't send it. I repeated several times.."top shelf".. "the shelf that hold milk, juice, etc. in the body of the fridge" . I was the fridge I ordered did not come with the shelf I am requesting.
So I asked, what do I place in the slide that indicate a shelf should be there, how come the floor model have a shelf in the spot where I'm missing one? I was then told again, " oh..o.k, one will be ordered and sent to you in 7-10 days" Worse experience, but still fingers crossed.
I bought the wrong blades for my craftsman tractor. The center hole wasn't right. Took them back found the right blades witch were more money and that was fine but they wouldn't credit me the full amount of what I paid for the wrong blades. They would only credit me the lowest selling price. I normally buy a new tractor there about every 3 years. But now I'll never buy another one there. Local mower shop just got all my mower business.
My wife purchased clothes and one of the items was backordered. Sears shipped the wrong size so my wife went back to Sears, Twelve Oaks Mall, Novi, Mi on Saturday to return the incorrect pants and reorder the correct size. The manager could not help because she would not call another store and since the computer system was down, my wife could not reorder, all of this after my wife was blamed for ordering the incorrect pants size until she showed the manager the original order with the size she had requested. We will never set foot in Sears again and we plan to post our experience on Facebook, where one of our family works. Sears lost customers on Saturday.
I bought a new car battery Monday evening, June 13, 2016 from the Sears Car Care Center at the Berkshire Mall, Reading PA. On my way home, I stopped at an auto parts store and found a battery with a better warranty for the same price. I decided to take the Sears battery back on Wednesday June 15 and was stunned when the sales person insisted they don't do refunds on batteries. The battery is brand new and was never installed in a vehicle. It went from the store counter to the trunk of my vehicle, back to the store counter and now back in my trunk. There is nothing in the store notifying consumers that battery purchases are non-refundable and there's nothing on my receipt stating it either. I want to return the battery and have the amount credited back to my Visa card.
We were treated without respect and dignity in the Sears in Central Mall Texarkana Texas T5503. We just wanted to exchange a dead battery that cost 153.00. I have spent 1000's of dollars in Sears And I am an EX-employee. I will no longer shop there neither will my friends and family.
I purchased a Kenmore upright bagless vacuum not quite 2 years ago (Model 115.31125310. The belt broke, I got the part number from the Vac. manual and tried to find it on line but could not. Called Sears and they could not help me either. Went to the Robinson store and the salesman and I could not find the belt in the store so the salesman found one we thought would work ( Kenmore 39000). Put it on my vac. and the 1st I used it the belt broke. Went back and another salesman tried to find the (598006 # from manual) and could not but he felt the 39000 one was right refunded me the original one and I bought the second one.
Again the belt broke when in use. I am up set with Sears and want to know why I can't get the belt listed in my manual for my Vac. If they don't make it anymore what belt and part # takes it place. Salesmen at Sears could not find that info on their in store computers. Come on Sears this should not be so hard even if my vac. is 2 years. Give me the info I need to buy the right belt.
On 4/29/16 I took my self propelled mower to store 1773 for a tune up as it would not start. Sears employee stated the normal fee is $99.00 but there was a special of $75.00. #1 I was charged $99.00..#2 I was called and told a zone cable was broken and needed to be replaced. There are two cables on this mower..one kill switch and one for the drive wheels.
Neither of these cables ever failed to operate before these repairs and further the right front wheel is lose and wobbles and they drag when being pushed with the engine off (also new). The Tech stated the spark plug was dirty and needed to be replaced. This was a new plug and the engine never fired. I asked for parts back so this is not a real problem except to question the Tech's inspection. I picked up the mower 5/8/16.
I called this morning to the 888-391-8867 and was eventually sent to Nico who wants me to take the mower back to the store to be sent back for repair. This requires me to get it delivered again, borrow a mower again and lose mine for another 10 to 14 days. I have already paid $142.60 and I believe Sears should send a repairman to my house, to do the repairs properly, at Sears expense and not cost me $99.00 more. I have used Sears products most of my life and they have always been fair in their dealings and that is what I am asking now.
Dear customer compliant service. Purchased Kenmore stove / oven range last July 2015. Oven cleaning cycle the smoky grease comes out top of door. We noticed vents in back of stove do not exhaust / ventilate the heat. Sears customer service stated there is no charge. The first appliance repairman look at door seal, pull up on seal stated everything was good, wanted or said the bill is for $95.00, then left. Customer service stated Maria wasn't to pay $95.00.
They then tried to make 3 additional appointments: each time appliance tech call wanted $95.00 and one $135.00 when just to come out. Should not have to pay which -Your product Kenmore - Sears Warranty. Maria wishes to have these issues resolved, fixed, or new replacement. We fill out your ' how did we do.. . since then NO Reply. Below is information: dates, times, work order numbers. Kenmore RANGE, 1YR, BTW 600-800.
Here is the email I got from Sears support line:
Dear Maria, Thank you for contacting Sears Holdings Corporation. We feel pleasure for allowing us the opportunity to assist you. Record Number: 4012589. We have reviewed your service record on range which was declined estimate on 01/27/2016 and found that there was no issues with the unit. In-warranty covers only normal wear and tear of the appliance. Since there was no issues with the range on first call, it was charged $95.00. However, there is another service for the range scheduled on 02/05/16. Please call us at 1-800-479-6351 if any billing disputes after the service completion. We apologize for the inconvenience caused. If you have any further questions, please feel free to contact us by replying to this email or via phone.
In 2012 we completely remodeled our kitchen. We bought all new appliances from Sears. New refrigerator, new gas stove with microwave above and a new dishwasher. The Microwave Hood Combination is a Kenmore Elite Model # 72186013010. We have had to replace the igniter on our gas stove twice but what has really upset us is the microwave handle. We had to replace the handle in 2013 due to plastic bubbling and silver paint coming off. Not a stainless handle, which it should be above a gas range. We had to pay $68.50 for the part and $142.56 in labor to Sears. It is bubbling again and peeling off.
The date of the ticket for replacement is Jan. 17, 2013. Service order number 40681306. Now that the handle is doing this again, I have done some checking and there are tons of complaints concerning this matter. I even read that someone is wanting to start a class action law suit. I wonder if Sears is going to be responsible if someone gets sick from the handle parts falling into the food below?
This is really sad to pay so much for appliances and get such poor results. I have been buying from Sears for years and have been a loyal customer but this has really gotten to me. You should replace all of these handles with Stainless Steel. There should be a recall on this. This could be a health concern. Do you expect your customers to continue buying these poorly made handles? There are many people upset about this. I am very disappointed about this. Buying a washer and dryer this week but not from Sears.
On February 24th 2015, I ordered online a craftsman snow blower. I used it for about 3 hours later that month. I then stored the snow bower in a building until November 2015. When I tried to start the blower it would not start and I was using the electric start option. In November I took the blower to Sears and they sent it off to be fixed. The repair people said the carburetor needed cleaned. I stored the blower in my basement for two weeks and got it out to start it because a snow storm was coming. Guess what - it would not start again. I took it back to Sears in Beckley WV and they sent it off again. Three weeks later I went to pick it up.
The repair people said they cleaned the carburetor again. I took some gas with me and a long extension cord and before I loaded it up in my truck and with the Sears customer service employees watching I tried to start it again using the electric start option and it still would not start. I asked the manager if he could refund me the purchase price, he went to call someone and came back and said that we had to send it off again to be fixed. Well the snow season is almost over. I have shoveled snow for several hours already. I would like a new snow blower or my money back so I can buy a different snow blower. I think I have bought a lemon.
I placed two orders within the last 3 months, each order had parts missing. Then I have to wait for parts. Had a washer and dryer delivered today can't use because of the missing parts. Two times this has happen which is getting a little ridiculous.
I called to schedule a service call for my dryer. I didn't call the company I had purchased the dryer from because I believed Sears to be a more reliable company. I was told I needed to be home between 1 and 5 PM. Being a teacher I said I could be home by 4PM, that was rejected and I was given a Saturday appointment during those times. At 4:41 PM I was called my the technician to say he would be here between 5:15 and 5:30.
At 5:33 PM I called to find out where he was and was told he would be here around 6:30 PM. I was offered a $50 Sears card as compensation. My husband and I had dinner plans that had to be cancelled because of the late arrival of the technician. I asked to speak to a supervisor and eventually was connected to one. I asked for the house call to be free since it was now well out of the promised appointment time. I was told that wouldn't be possible.
I cancelled the appointment and said I would not purchase another appliance from Sears. For a company that advertises as being very reliable-it isn't! I'm very disappointed and sorry I wasted my time waiting for anyone to arrive. This doesn't even rate 1 star, but I can't find a way to cancel out the one star.
I had an appointment to have my AC/Heat Unit scheduled for Jan 23, 2016. However, the technician/repairman never showed up nor did he call to let me know that he wasn't coming. I even called Sears Customer Service Rep and they didn't know what was going on. I wasted a half day because of this bull stuff. This is the third time I have experienced this problem over the past three years and with the same problem with your new Kenmore AC/Heating System (Heat Pump) I purchased. I'm glad that I took out an extended warranty because I would have been paying for the screw up your technicians have failed to repair.
This AC/Heat unit I purchased from Sears is crap. I purchased this unit in September 2011 and in Feb 2014 the fan motor was replaced because it was very noisy. It still is! Several technicians have been out to check it out but they said its working okay but don't know why it is noisy. Last July a technician came and said it may be the capacitor because it seem to not function at a 100%, but he didn't have one with him and said he would report it for someone to come out and replace it. No one ever came to replace the capacity.
My previous AC/Heat unit was 19 years old and was functioning great, and had less problems during this time than what I am experiencing now. However, I made the mistake of having one of your sales reps talked me in to replacing it which I regret...lesson learned.
Even your wed site is screwed up. I tried to set up another appointment but couldn't. The error message said: "Apologies, we're unable to schedule this order online. Please call us at 888-213-2746 and we’ll get your service scheduled." This has been happening for about a month now. This is such good customer service...I am definitely not happy with your service. I had intended on having Sears redo my kitchen, but now I have reservations.
I sure hope that the next time I have a scheduled appointment that a experienced technician will show up and knows what the heck he is doing. It appears that most of the techs seem so inexperienced or don't give a heck...just want to be paid.
My cloths dryer stopped working. Always owned a Kenmore. Checked Sears on line and found dryer. Went to Sears store in Moss Creek, South Carolina to check it out. Told sales guy the model number. He checked on line, saw the machine I wanted and said he would charge me $200 more than the on line price. Clerk was rude. Last time I shop at Sears. Konrad Tuchscherer
First, I tried posting a comment to the MySears feedback section but couldn't log in. I tried resetting my password but was sent a link that didn't work. Please help me with this issue. Second, I am extremely upset with the way business has been conducted during my most recent purchase. My SaleCheck # is 028290821539 for future reference. I purchased a mattress and box-spring set from Ruby Cordero at your Victorville store on 12-19-15 and a month later I have no mattress to sleep on.
On the first delivery, I received the wrong size mattress and box-springs but was advised by the delivery guys to keep them and call for an exchange. I agreed and called the store immediately. After speaking with someone the next day, I was told that someone would be contacting me about the exchange and potential price differences. I did not object to this and understood the situation. I was given a delivery date for the mattress of the correct size. On the the day of the scheduled delivery I made arrangements to be home during the delivery window indicated. About 30mins before the end of the delivery window I received an automated call letting me know that there wouldn't be a delivery and that someone would contact me about rescheduling a delivery. This was strike 2 on this order. I agreed to give you guys another shot despite wanting to cancel my order completely.
Over the next few days I waited for a new delivery date. I was called twice with no delivery date but instead getting an automated message telling me that there had been a delay with the order. After the second call, I decided to call the store where I had purchased the mattress. I spoke with a gentleman named Michael there and tried to cancel the order. Michael indicated to me that to cancel the order I had to show up to the store in person. I went to the store in an attempt to cancel the order.
Michael told me that he would speak with his manager to see what he could do. I left the store without having cancelled the order but expecting to hear about the cancellation soon after. A few days later I received a call from Michael not about the cancellation but to give me a new delivery date. I told him that I was not interested in getting a delivery and that I just wanted to cancel. Michael told me that he would speak to his manager and would call me back that same day. I never got a call back.
I called into the store a couple of days later and spoke with Ruby. She was able to convince me not to cancel by telling me that she would get them to deliver my merchandise as soon as possible and would see about compensating me for my troubles. So I waited again for a new delivery date. A few days later I received a call with a new delivery date.
Fast forward to today, the date of the delivery. The delivery was here at about 2pm. One of the first things out of the delivery man's mouth was "1 mattress and 1 box-spring?" I told him that it didn't make sense to just order one box-spring for the size of the bed, to which he said that the person who put in the order must have made a mistake. At this point I'm at about strike 10 with this order. I just want to cancel. While the driver was still here, he called someone in the call center who indicated to him and to me that someone would call about the cancellation. Moments later I got a call from the delivery department. This is where things went from bad to worse...
I spoke to a person named SUSIE (Employee # 7603). As I began to speak with her about canceling my order, she became very abrasive. She did nothing to comfort my mind or extinguish my frustration. Instead she chose to take part in a one sided blaming match to which I had no answer as I was left speechless from the way I was being spoken too. I'm not sure if you guys record the phone calls but I would suggest giving it a listen if you do. Not being able to give a response myself, I handed the phone to my husband who had become incensed with anger at the way I was being spoken to. He was met with the same type of combative attitude which only angered him more. He eventually hung up on her as the conversation was going nowhere.
These events have led to this email being written for your review. I have been a loyal customer for years now and was treated like, if not worse than, a child who had done something wrong. I've been toyed and played with for the last time. I am prepared to forego any and all business I will ever have with Sears. I am prepared to cancel this order as well as cancel my Sears credit card. I am prepared to advise my friends and family of the trouble I have gone through with your company. All I wanted was a mattress and I ended up with a brain aneurysm. All I wanted to sleep comfortably and all I got was sleepless nights.
Please get back to me as soon as possible in regards to my cancellation. I don't want to be penalized the 15% for canceling my order. I just want someone to care enough about my business to get something done.
I work at a business, Avondale Veterinary Healthcare Complex, and I keep receiving a phone call from 515-278-7278 that makes me sit there for a minute until they hang up. No one answers and it hangs up on me. When I called back the first time to tell them this was a business and I can't get phone calls from our patients while I'm on the phone wasting my time with Sears support people. After 3 calls I finally got to a Sears supervisor (Chloe at 8006905650) and besides being lied to by two different reps at the 278 number.
Chloe had no idea either why you were calling me about a Sears fridge bought over a year ago with no current warranty or service calls. there was apparently no record why you had called our line either. so after rep #1 told me he had no problem taking me off the call list without even asking for any information, I received another call less then an hour later. When I called Rep #2 he claimed he was a manager when I asked to speak to someone above him, not knowing that apparently all of them were "case managers" which wasn't portrayed to me in the way the way they were handling my case. Very unprofessional.
After giving him every number in the building to look up, he finally found the account, which was under the very first phone number I gave him, but told me there was nothing he could do to keep them from calling. There was no reason he could see that they should be calling. After speaking to rep #3, she assured me she put a note in my account to stop soliciting, neglecting to tell me that was only for emails. which made no sense because I was complaining about getting annoying phone calls. I then asked to speak to a manager and she sent me to Chloe. Who apparently had no idea how to stop it either and went to ask around to her colleagues how to handle it.
Someone gave her a form to fill out to stop all mail, calls, and emails. I know it can take up to 30 days to stop the calls but you should be aware of the complete unprofessional attitude of your employees. From being lied to by the first rep to being told there was no way to help me and I couldn't talk to someone higher up then rep #2, to not even having my complaint handled right was just a little ridiculous. I wasted I don't even know how much time trying to get Sears guys to stop calling which I could have been here doing my job. It's a fault in your system on many levels. From your call system to you employee training program. Good Lord does no one teach good customer service anymore?
Have had warranty for sears washer since purchase of appliance. At the end of the warranty the dispenser leaked bleach onto the washer door frame. Sears ordered the wrong part several times and on another occasion forgot to order part. Now I am told that the part is no longer available. Still have the wrong parts which were shipped to us. Have requested 4 times by email that someone from corporate contact us. Also, spent almost an entire day on the telephone with them which was at 11 phone calls and still no resolution. Still no contact from corporate and still need the right part.
My husband purchased me a sweater on line, and when I received it, it had a hole in the shoulder. So he called the customer service number on the receipt and explained the problem. And the lady told him he would have to order another sweater so he did and she told him that she would e-mail him a ups shipment label in 24 to 48 hours.
Well the label never arrived in his e-mail, but the new sweater that she told him to reorder did no holes in that one. He recalled the number again and spoke to the superviser and she told him the same load of crap that the ups label would be in his e-mail in 24 to 48 hrs. And its been four days past that. The real kicker is that his credit card has been billed twice.
I purchased 3 items online from Sears.com. Received the items at home and due to work schedule did not open the boxes up until 12.21.15; all 3 items have a final markdown price of $1.50. I called Sears customer service on 12.22.15 and was told they would not honor the price on the items. Of course, I am upset. I feel duped to have paid $7.97 for something that cost $1.50. Obviously, I wanted the item and at this late date close to Christmas; I need the item and will not be returning it. I was sadly disappointed in the response from customer service.To add insult to injury the email address to escalate my complaint was invalid. I think if the people packing the items are aware from their packing slip the price paid they should have removed the label showing $1.50. Sears I love your items and pricing but your customer service response was lacking on this occasion.
I schedule an appointment on December7,2015 for repairs for my washer, technician came out and replace one spring, I called for them to repair the basket that spin in the washer, because the basket is off balance and water is getting on my floor, so after he so called complete his job he left. I went to check and the problem still exists, so I called Sears again an told them what had happen they sent the same technician out, on December14 he called first and told me this is how it is suppose to work, he had and attitude when he call.
So he came I had my mom on the phone, also he didn't do no repairs on this day and he also try to tell me this is how a washer is to move I told him no the washer move but not back and forth were is to it making noise, and water is getting on my floor, so he left after raising his voice, no repairs were done and I was charged for service. My mom herd everything that day, her name is on this form because she pays for the warranty for my home and her home. I am now out of $40.00 dollars because I had to go to a laundry mat. Now my repair is schedule For December 22,2015, WOW! Another week.
Hello here we go I had a leak coming from under my truck. Took it in and they said that I have a crack radiator. Then they call me back and said that I also have a leak in my hose. So they called me and said that it was back firing and they wanted to see why before ii come and get it. So they called me on a Saturday and said that it was ready. When my daughter went to pick it up she did not even get home and the service engine light came on but I had to wait until Monday before I could call back. He told me to bring it back again when he called back he said that it was my sensor my oxygen sensor. I said oh my goodness I brought it in for a leak now you say this is wrong he said that he will work with me on it I wasn't happy about it at all.
They fixed it and I call to complain about it but the guy said but I agreed to have it fixed I said that I had to get it fixed to get it fro down there. And I said that I didn't think that I should have to pay for that cause I just brought it for a leak. My truck was running fine even with the leak when I had it fixed now they are telling me all this. My service engine light never came on and now this is a mess. I asked they guy was there someone over him that I could talk to and he told me no. But he gave me the e-mail address and the address to where I could right I told him that he had to be someone one there over him. Cause he could not of hired himself and there is someone that he has to call if he call out. But when I picked my truck up again on Nov 28th which was a Monday put gas in it made another stop and went home.
Then Thursday went to the store and the school to drop a project off for my grandson. Came back out turn the truck on the service engine light came back on and it would not go into gear. So I called them and asked them what in the world did you do to my truck now everything is going wrong with it since you guys worked on it. Got it back down there on that Thursday and he called me back on Saturday Dec 5th and told me that it was my other sensor now and my transmission . He said that he would work with me on the sensor but they don't do transmission work before I knew it I went off and he said that he will not work with me. He say that they put it on a machine and it tells you what's wrong and they only came up with the sensor which I don't believe cause my service engine light never came on.
I told him that who ever is working on my truck did not know what they was doing. Cause they have messed up my truck so bad I hope that I can have it fixed on what they did cause I have spent close to 2700 dollars in one month. And that is not right that I should have done that I don't mind paying for what I have done but all this came from a leak yeah right. sears has lost my business. When I called back to add to my complaint all the lady at this time told me that she could not do nothing that I would have to talk to the store manager. And told me to take it some where else and I told her I would but I have a card there and don't have cash on hand like that. I took all my cars their and got my tires and battery's their and my daughter tires from there. This was just not right and a very bad experience. This all happened at the sears store in Sebring Florida, 33870 Auto Center.
I ordered a Proctor Silex Coffee Grinder on 11/27/2015 during the Black Friday sale and opted for free Store pick up from the Sears store in Rego Park at Rego Park- A, 9605 Queens Blvd, Rego Park, NY 11374. (Order #961464491). Following my order, I received an email from Sears on 11/28/2015 that my order is available for pickup at the above mentioned store. I went to the respective store on 11/29/2015 and I was surprised by what happened there. First of all, the 5 min pick-up was not 5 minute at all. The lady at the Sears pick-up kiosk took my Salescheck number and passed it to another personnel in store. He went to check my order and after some time he came out and told that he does not have my order and he will cancel it. No explanation, no attempt to satisfy customer and no courtesy!
Anyway, I brought this issue to the person who was incharge of pick-up department. She told me that this happens often as UPS guys don’t deliver the orders in time. Later, she told me that my order was sold out even after being sold online. The behavior that Sears corporate personnel did with me was totally irresponsible. They blamed their website Sears.com for everything and told me that it was not a fault on part of the store. At last, I would say that after whatever happened, I will not shop again at Sears and would never recommend Sears to a friend or family member. I shopped at Sears for the first time and this is what happened. I ended up wasting my time and money for going to store just to find out that my product was sold to somebody else.
If Sears has any commitment towards customers, I would expect them to ship my order to my home without any extra charge. Otherwise, please return my money as soon as possible. My credit card should not have been charged in the first place without delivering my order.
I purchased a new band saw from Sears on Oct 15 2015. I also purchased the warranty plan. My saw stopped working over a week ago. I have called 3 times I have been unable to get even an appointment scheduled. No one will call me back. I am very dissatisfied, I had other tools that I had planed to purchase from Sears to replace so aging tools. Your service and your promises of service are reprehensible. Sears has changed to much for me. You once was a business that people could trust . You have turned in to a untrustworthy business.
I have spent a lot of money with Sears over the last 45 years. I am afraid that will change. I am not a person of idle threats but I subscribe to several wood working publications and blogs and personally know 2 people that write blogs for the woodworking industry and the professional craftsman. I am writing those publications and forwarding a copy of this and my warranty. I want others to know they need to be careful dealing with Sears. If I have not heard from someone with an appointment I am contacting the Better Business Burrow and the Federal Trade Commission. For over a week I have asked nicely and waited, but it is obvious you care nothing for customers.
I purchased a dishwasher from Sears ( store 01344 ) on 11/10/2015. Delivery to the store was scheduled for the 13th with delivery and installation the following day. On the 14th the installer phoned to say there was no dishwasher at the store so no installation. He called again on the 16th with the same message; - NO Machine at the store. Contacted the store: - advised that the dishwasher will now be at the store on the 19th. Well here I sit, late afternoon on the 25th. NO DISHWASHER; and looking at the Sears bill for a $1,000. As I sit writing this; received a call from the installer advising me that delivery and installation will now be Dec. 03. When I expressed dissatisfaction with the further delay he got a little angry with me because he was very busy. Needless to say I will no longer shop at Sears. And I will SHARE MY EXPERIENCE. No wonder Sear in Richmond closed - NO SERVICE. Whats that little phrase on your sales check "Well do our best"?
This is a customer complaint about the the abusive and unethical practices of Sears floor sales personnel at the store located at 500 W Warner Ave. Santa Ana, CA 92707. I own and operate several apartment complexes in southern Calif. and in Austin, TX., as well as the laundry facilities on the respective properties. On late afternoon of Nov.18 I sent my manager (Miguel Pinones) to look at the washer at that store as indicated by the link below. The washer was $1228? for a “floor model” , next to it was another unadvertised identical item one month old “returned and repaired” for $885. The floor salesman advised the prices will be reduced 10% on Nov.19, so my manager decided to return the following day to purchase the item. The “following day” Nov.19, a salesman said the 10% store wide discount did not apply to “commercial washers”.
My manager nonetheless agreed to purchase the $885 washer “without the store wide 10% discount”. After fumbling and being unable to find the keys and paperwork for the item the salesman informed my manager he could not sell the item for $885 and that the price would be $1225 instead. No 10% discount and a $340 price increase! The reason given was that the “prices had been changed in the computer due to the store wide discount”, and the item could only be sold at $1225 with no store wide discount. This “bait and switch” and unprofessional tactics are deplorable and uncharacteristic of an organization such as Sears. I trust your administrative personnel will look into this matter. I will also be forwarding a copy of this complaint to the Sears main headquarters customer satisfaction.
I would like to file a complaint against the sears outlet in Medley, Fl, I purchased an appliance at the store on delivery the item did not fit at my home, the delivery personnel return the item back to the store the same day. They were notified about the return and said to me that a refund would take 7 to 10 days, this was 10/21/2015, On 11/07/2015 I call the store and were told that the funds would be transfer back within 24 hours. To the day I have not received any funds, I have tried to be patient with the store but it seems I can't get any cooperation if there is not any funds transfer by 11/13/2015 I will be forced to take legal action.
We were advised by Sears Technician that we needed a new gas furnace which we did not need. We called Sears out to check our air conditioning unit because we have a service agreement on the unit. We purchased the gas furnace and the new furnace did not work. Another Sears technician cam out and determined the Air Condiitioner unit was the problem and fixed it causing the new furnace to begin working. We really did not need a new furnace and now no one wants to accept responsibility for the Sears error. We are stuck with a bill which we should not have to pay.
We were advised by Sears Technician to get a new furnace-which we did not need. The real problem was the outside air conditioning unit. No one wants to accept responsibility for the error on the technician part and problems with the estimate by the Sears Sales Person. This seems to be very poor business practice.
About an hour ago I went to your website and filled out an online app for your Sears Credit Card....entered all the required info - waited about one minute and was approved....then was told I had to agree to online account and set up payments which I agreed to. Then was told to continue I did and went to the Citibank site - where I was to set up account.....but the page was blank....message said I had typed in the wrong address....(I hadn't typed anything) it went to the website automatically. I was there for 10 minutes waiting nothing happened....so what do I do now...? What a frustrating experience for all your customers.
I purchased a SAMSUNG 65'' 4K smart TV at Sears Bowling Green Ky. Oct -12 Order # 955298616 gave $1797.99 now there is a 65'' class curved smart TV. 4K for 1599.99 i should be able to take the one i purchased back and get the one that is curved or give me a price adjustment on the one I purchased . Would like to have an answer from someone that has the power to do so? My family has purchased a lot of appliances and tools at Sears . I feel like there should be an adjustment or take it back and get the one that is $1599.99.
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