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Sears in Cincinnati, Ohio - Complaint - No Delivery as Promised

1.0
Details
Our 20-year-old lawnmower suddenly died on us in mid-August. Even though there were several Tractors’ Supply Stores selling other brands of lawnmowers in the area we chose to go to Sears (Eastgate Mall) Store # 01810, Cincinnati, Ohio 45245 to purchase a mower because of the company’s reputation for quality and dependability. This store is 68 miles from where we live in West Union, Ohio. We used our Sears charge card to purchase a riding lawnmower on 8/16/17. We decided to buy a Craftsman Lawnmower (Item no: 71-27390, 20 HP 46” cut) mower with a 3-year extended warranty policy. Total charge was $1952.74 with a delivery date of 9/18/17 (Salescheck# 018101092087). We had hoped to have access to the mower as soon as possible to cut our lawn. The stores do not have their own delivery capacity anymore so a month later was the earliest date possible to receive the order from their warehouse facility in Columbus, Ohio. While we waited the month for delivery our lawn grew to knee-height. At such lawn heights it’s been very hard to keep the snakes and vermin from encroaching upon our house. During the month we received multiple email reminders and phone text notices of the Monday, September 18, 2017 delivery date to our home between the hours of 2:30 and 4:30 pm. Out of desperation, we had planned to start cutting our lawn as soon as the mower was delivered. On September 18 (delivery date), I made the first call to check on our order around 4:00 pm. We contacted the customer service number (CSN) (out of the Philippines) to inquire about delivery status and was told that there were 2 deliveries for the West Union, Ohio area and that we would be the second delivery at 5:00 pm. • Called again at 5:30 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 6:00 pm. • Called 3rd time at 6:30 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 7:00 pm. • Called again at 7:15 pm – CSN said that the delivery team was still running behind at the first delivery site and would deliver our product at 7:45 pm. • Called 5th time at 8:00 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 8:15 pm. • Called 6th time at 8:25 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 8:45 pm. • Called 7th time at 9:00 pm – I was quite annoyed at this point asking CSN if the delivery staff would be able to assemble lawnmower in the dark. CSN said their delivery trucks are equipped with lights to allow for product assembly and they would deliver our product at 9:30 pm. • Called 8th time at 9:35 pm – CSN changed their report that the delivery team was running behind in deliveries and that they delivering to the 9th customer and we were delivery number 13 – our delivery was projected to arrive around 9:50 pm. • Called 9th time at 9:55 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 11:00 pm. • Called 10th time at 11:10 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at midnight or 12:00 am. • Called 11th time at 11:50 pm – CSN said that the delivery team was still running behind at the first delivery site and that we should call the Sears store of purchase the next day to reschedule the delivery because the CSN offices close at 12:00 am midnight. We drove to the Sears store to confront store staff/management about the non-delivery. Since there was no delivery as promised we have hired someone to cut part of the yard until the mower arrives. To make matters worse, we had to also make our first payment on the credit card account this day while STILL not having access to the mower. We are also especially concerned whether this company can honor its warranty agreement if it cannot facilitate an accurate product delivery! The store manager tried to be helpful and contact CSN for status update and left them a message. Staff left us with two possible options: 1. Store would provide “custom delivery service” to bring store floor model unit to our home, or 2. Contact CSN to arrange delivery of another re-ordered lawnmower to our home 3. To Date: Sears cannot provide us an explanation or real information as to what happened to the original ordered lawnmower on the 18th. Currently, we are rescheduled to receive our item on Tuesday, September 26, 2017. Given the error, confusion, and rescheduling error, Sears should provide us a complimentary lawn bagger – (see below- Description Item # 07124903000P Model # 24903 - $341.99 price.). Final comments. My mother retired in 1998 serving 30 years as a division manager at Sears (Salem Mall store in Dayton, Ohio). We grew up using Sears’s products and clothing - this company was known for standing behind their delivery and products. We are very disappointed in the Sears Company!!! My mother is deceased five years now … she would have “roll-over” in her grave hearing how Sears handled this delivery on September 18th, 2017. Sears, shame on you!
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Review
#1104205 Review #1104205 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery
Loss
$1980
Preferred solution
Let the company propose a solution

SEARS CUSTOMER SERVICE

BAYVIEW NEIGHBORS. PLEASE PURCHASE YOUR APPLIANCES ANYWHERE EXCEPT AT SEARS. THRY HAVE THE WORST CUSTOMER SERVICE THAN ANY PLACE I'VE EVER KNOWN. AND THE REPAIR TECHS ARE EVEN WORST. OVEN OUT SINCE EARLY AUGUST.
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#1104149 Review #1104149 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service

Warranty on fridge was not covered by sears

1.9
Details
Freezer quit working on 7/5/2027. Still not working on 9/21/2017. 6 service calls and no ice yet. Sears had unit made by LG and depends on LG to honor warranty,who dispatch repair person who has no idea how to diagnose problem. No help from store manager. No wonder Sears is soon to be history. Buyer Beware with any Sears products.
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Review
#1104007 Review #1104007 is a subjective opinion of poster.
Service
Refrigerator Repair
Reason of review
Poor customer service
1.0
Details
Sears - Empty parts box
Sears - Empty parts box
I ordered parts for my lawnmower to fix the craftsman lower handle to the deck. I expedited the delivery and paid extra which I paid a total of 50 bucks for the parts plus shipping. So when I get home last night and open the package I see nothing but paper in the box...
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Review
#1103866 Review #1103866 is a subjective opinion of poster.
Service
Sears Shipping Service
Reason of review
Problem with delivery

Sears - No Show Repair Man

2.8
Details
Treadmill repair scheduled Sept 20, 2017....between 8-12pm. At 11:45am I called the repair number....of course, their customer service is outsourced to a other country....was told the repairman was behind schedule. He would be at my house between 3-6pm. I called again at 545pm and was told the repairman stopped by at 345pm and no one was home. Had workman painting doors all day in my open garage....I was in my kitchen! No one stopped by! I took the day off! So i asked to.speak to a supervisor.....who tells me so sorry next available appointment is Sept 27th.....what??? You dont show, dont call and now I have to wait another week? No thanks Sears! I will never ever buy from Sears ever again....what a bunch of losers!
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Review
#1103498 Review #1103498 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service
2.1
Details
We purchased a top mount fridge in July to replace an older Maytag , it had to fit in a cutout space so we looked and found one 1" deeper and same height & same inches wide so we though great till we filled it . You have a to be less then 5' tall to see in it . I am 6'...
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Review
#1103482 Review #1103482 is a subjective opinion of poster.
Product
Kenmore 60212 Refrigerator
Pros
  • Salesperson was good
Cons
  • Product
  • Product or the lack of service in store
Reason of review
Bad quality

Do Not Buy From Sears Ever

Hi would just like to let everyone know to save a lot of time and aggravation and money DO NOT EVER BUY FROM SEARS. I have always been a Craftsman tool man the here recently they have just gone downhill and Sears will not replace anything Craftsman unless they can visibly see anything wrong with it but if you read the Craftsman warranty it plainly states if you're not satisfied with this product for any reason simply return it to the store for a refund or replacement I went to Sears today to get a wrench replaced had to wait in line for 45 minutes just to be seen there was only one person working the whole hardware part of Sears then it took another hour for me to finally get them to replace my wrench because they cannot visibly see anything wrong with it even though I explained to them when you put it on a bolt is when you can tell something is wrong. After an hour of arguing with them they finally called two different managers and they reluctantly replaced it although they would not replace it in the store they have to mail it to me although they had six of the exact same ones in the store so now I have to wait for over a week before I will ever get my wrench back if I even get it then do not ever buy from Sears or the Craftsman brand they are really going downhill and they are now made in China and still cost the same amount as what they did when they were made in USA some even cost more than what they did when they were made in USA you are just as well off to go to AutoZone and buy Duralast or go to Harbor Freight and buy Pittsburgh as bad as I hate to say it and you will have better service than anything you will get from Sears
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#1103334 Review #1103334 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Return, Exchange or Cancellation Policy

Sears - Customer service

2.1
Details
Sears phone representatives can range from professional to completely incompetent. I really think that is a main basis for their failure. Some of their repair people are suspect. However, i have much better luck with the repair people. They are given limited support by the company with limited pay. Sears want your money but fails to deliver results. They are constantly going up on pricing yet provide lesser quality service. I think other companies have learned these valuable lessens and that is why they thrive. As for Sears, i do not see a come back but a company that once was.
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Review
#1103271 Review #1103271 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service

Sears - FAILED Repair. Techinican called "Too Busy"

Update by user Sep 20, 2017

This is so laughable I had to post: Note the customer service person listed my complaint as Riding Tractor Service. The is with a canceled repar confirmation re: a Washing Machine -- flood.

However, this has morphed into poor dyfunctional Repair/customer service. [my reply is below the cut & paste typo apology letter] Someone needs retraining. ________________________________ On Sep 20, 2017, at 10:36 AM, Sears Holdings Solutions wrote: Dear Member, Thank you for contacting Sears with regard to your riding tractor service. I apologize that our technician did not show up on the scheduled/promised date or time and I will make sure that this is sorted for you as soon as possible I hope that this time it will not happen again and will make sure that the technician will be on time for the scheduled repair that is on 09/25/2017.

I will forward your comments and feedback to the higher authority for proper recognition. I can assure that this situations will be avoided in the future. We appreciates your patience in this matter and assure to resolve this as soon as possible. If you have any questions, you may reach us at 1-800-479-6351, Mon-Sat 8am-9pm CST & Sun 10am-6pm CST.

Sincerely, name witheld Sears Member Services 800-479-6351 ____________________________________ Dear SHC If you want to have any credibility with customers—GET IT RIGHT and invest in retraining the signator of the service rep below.

He should at least review his message prior to sending to customer. Seriously….learn something about customer service.

Update by user Sep 20, 2017

Spet 20 as instructed called for the update: Wed, 9 am. Customer Solutions, rep: reviewed case: notes had limited information, no technician notes, Rep was very surprised when I told him that no technician came ot the appintment; no mention of client & SEARS interactions Monday, Sept 18 Noon - 6:45.

or that an appt was rescheduled to 1 week from Monday--Without client being called or approval, i.e NOTHING new. continuation of SEARS dysfunction and poor communication both internal & external to clients.

Original review posted by user Sep 18, 2017

12noon - 6:60 pm. A day of calls with 7 different reps, & a call from the scheduled technician who told me he was too busy, didn't understand why I was given an appt & I, I the client, should call SEARS & ask them to "find another technician". ??!!! Was assured that I was still on schedule for another tech 1-5pm, now 3-5pm- by 6:30 no call, no email to verify. Called again & spoke to another rep who immediately shifted me to Repair Customer Service, and went around the same history -nothing new. Told me I had been rescheduled for a week later. ???!!! No one called to tell me 1. no techincian would be coming today 2- no one called / no email to tell me the rescheduled date 3- no one called to ASK me if a week later was OK/ available. Miss more work????? I asked to speak to a supervisor, more wait time and same retelling history with supervisor -- - useless. Found this complaint site, called and spoke with rep who filled out a case report, & said they would listen/read the notes from the technician who cancelled. NEXT STEPS- call Sears, 800-479-6351, option 6, give case #. Ended with "Have a nice day"
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Review
#1102502 Review #1102502 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Repair service cancelled and rescheduled without my input
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Sears - Installation purchased, never performed, not credited

1.5
Details
I purchased a garage door opener and installation online on July 21, 17. I picked up the opener that day and was told install would call me. I never received a call, but I did get an email stating that install did not have my contact info. I replied to that email with that info. After a few days, not receiving a reply or call, I replied to that email again. I received an email reply with a number I should call. I called that number and spoke with someone, who set up an install date of 7/27, with instructions they would call on 7/26 with the install time window. No call was received on 7/26, nor did anyone call or show up on 7/27. I called on 7/28 and was told they could not see my purchase info in their system. I was instructed to call Sears directly.s went I called and received an out of country customer service rep, after having to continually say customer service rep their recorded system. When speaking with the real person, I was advised that they see the order in the system, so they transferred me to install again. Install still could not see the order in their system. This went on a number of times. So I went to the live chat on Sears.com. WFirst chat, I was given a $20 credit, and was sent to yet another number to call. I called that number and started the let me get you to install to set up your appointment rounds again. After a dozen or more calls, I was told that for some reason (they could not explain) they installation purchase was not sent to install, so I was told they were going to credit the install cost and that I should go back and re-purchase installion. I decided to wait the 7 to 10 days for the credit to come thru before paying $131.99 (total includes tax) again. The credit never came. So I called again father the 10 days and was told they did not know Why the credit did not come thru, but Marcus assured me that on Friday (3 days from that date) the credit would be on my card and he was going to call me that Friday to confirm. As you can tell by my story, that did not happen. I tried to call him, but they could not connect me to Marcus, but this rep said she would get install for me. This was on 9/8, 49 days since the purchase. I instructed her that me talking with install would not so she said she would speak with them, so please hold. Of course about 15 minutes into holding, I was disconnected, again. In the mean time,I I had placed a dispute with Citi bank, for my Costco card, about 3 weeks prior which was still pending to that date, until they considered it resolved after getting the credit copy of the $20 slip. So I went to the Seattle/Shoreline store where I picked up the opener on 8/9. I spoke with the Manager on duty, Rachel Farris, who apologized for the hassle, but advised me that since it had been over 30 days, she was "locked out" of the ability to credit me for the install. I advised her that I still had the opener in my car outside, was not trying to return that, but just wanted the credit for the install so I could try and set it back up. She apologized again. I asked for the name and contact number of the District Manager, but Ms. Farris said that Eye would not be able to help, and to simply call the number she gave me. I called once agaIn and was told the reason the credit was not processed is because they never asked for my card number. Even though that was not correct as the $20 credit was received without me having to give that to the chat rep. So lots of excuses, but no help to date. As of today, 9/17, almost 2 months from the date of purchase, I have not been helped, the opener has not been installed, and Sears has yet to credit my account. Citi bank has this info, with back up and is "working" on the claim. I did not try to return the opener since I received that with my Shop Your Way points, so that was at no cost. If anyone has the actual number for the major customer service complaint line, I would appreciate it. ~Joe
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Review
#1101980 Review #1101980 is a subjective opinion of poster.
Service
Sears Garage Door Opener Installation
Cons
  • Still not received installation service or credit for same
Reason of review
Poor customer service
Loss
$132
Preferred solution
Let the company propose a solution