Catherine M Vdj
map-marker Torrance, California

Zero customer Service

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Updated by user Aug 23, 2018

The small savings was not worth the problems. Paid in full last month in the store.

Still sending bills & new credit cards to another state. Found this out because the Fraud Department called again.

They stated we owe late fees & interest on zero balance. Sears has...

Original review Jul 24, 2018
Bought a washer. Filled out a credit card to get free delivery & $60 credit. Big mistake.
1. Deliver guy pickup dryer by lid. Told him that was not good for my dryer. He told me he does this for a living & if I had a problem & wouldn't install the new washer.
2. Washer did not work. Called & spend 2 hours on the phone trying to get a service repairman. He can looked at washer & said it was a lemon.
3. Told to physically go to Sears & ask for a new one. That took another 2 hours.
4. New washer arrived. The installer was extremely nice & told me that their was nothing wrong with the washer, but the first installer installed it wrong.
5. NEVER RECEIVED A BILL NOR CREDIT CARD. Received a call from the bank & Sears. They sent the bill to our address but in another state.
6. On the phone for several hours & days with the fraud department trying to get this straighten out.
7. Today I received the bill along with finance charges & late fees. I WAS TOLD THAT I MUST PAY THEM. But, it was not my fault you send my bill to another state. I was told that I either give them another credit card or go to Sears to pay today & they will take off the finance & late payment fees.
8. Went to Sears to pay the bill & was not that I did not have an account. THEY REFUSED MY PAYMENT.
9. We were at Sears for 1 1/2 hours trying to get them to take out payment. Finally someone gave the cashier permission to take our payment.
This cluster *** was not worth the free delivery & $60 credit. If and when I do receive a credit card & will be closing this account. NEVER AGAIN!
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Cons:
  • 414
  • Customer service
  • Delivery service
Reason of review:
Several things, Poor customer service, problem with delivery, problem with payment, etc

Preferred solution: A sincere apology for all the time WE SPENT ON TRYING TO RESOLVE THIS ISSUE.

KATHRYN P Hla

Sears online marketplace is a bad place to buy

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I purchased a wall mounted fan from the Sears "Marketplace". I purchased it for a room that was being renovated, so I didn't install it right away. About a week after it was installed, my grandchildren were staying the weekend and slept in the room with the newly installed fan. About 3 am the fan broke, literally came apart inside the cage. The noise was so loud that my grandchildren thought there was gunfire and were terrified laying there in the dark. I immediately contacted Sears and the person I spoke to told me I had to call the manufacturer. He gave me a phone number that didn't work, so I called Sears back. They tried calling the number and found that it wasn't a working number. I was told they would get back to me in 72 hours. They didn't. I called again and was again told that they would get back to me in 72 hours. This time I got an e-mail stating that since I didn't return the fan in 30 days, there was nothing they could do. I repeat, the fan worked for about 5 hours and Sears refuses to warranty it. I chatted with them and all they could say was I should have returned it in 30 days and that there was nothing they could do. Sears used to take care of their customers. This is no longer true. Now I understand why so many of their stores are going out of business. DON"T BUY FROM SEARS!!!! They won't take care of you if something goes wrong.!!
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Loss:
$193
Cons:
  • Poor response from sears
Reason of review:
Warranty issue

Preferred solution: Full refund

Jennifer D Xvl
map-marker Enterprise, Alabama

Horrible warranty

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I recently bought a nice self propelled lawn mower from my local Sears Home store. Now, I had bought a slightly cheaper craftmas not more than 14 months ago. When it stopped working I was told through the employees that it would be fixed under warranty (I found out today that was untrue). They said I would be better off buying a new mower. So I stupidly did. A more expensive Craftsman for about $500. Fast forward 4 months and it wouldn’t start this morning. I figured it’s under warranty (thinking te warrantly was only a year at this point) so I folded it up and brought it to the store. Come to find out the local store is going out of business. They can’t do any repairs and don’t care. Wouldn’t even print me the warranty info. I go home upset and call the customer service number. They don’t understand the store is closing and won’t help. They tell me to go to the store 45 min away which I do. They tell me when I get there that. Need to drive another 30 min ton an small engine repair shop. Upon arriving, I am told it’s the carb and the warranty won’t cover it EVEN though I have been diligent about using only ethanol free gas. Because I can’t prove it or shall I say, they can’t prove that, they won’t cover it (I can prove it but they are saying that doesn’t matter). So then I am told $85 to clean it but then if that doesn’t work it will be an additional $65 plus labor for a new one. So why not JUST put in the new one. I am a single parent and can’t afford all this. Because I am female I also feel snowed by the repair man. I have tried calling Craftsman customer service but the line no longer accepts calls because they have been bought out by Stanley Black and Decker. Any suggestions?
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Reason of review:
Warranty issue
Sarha Xrr

Layaway refund Scam

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I have been trying to get a layaway refund status and no one can tell me anything. My layaway was cancelled because I had been in the hospital. I callee the number in my email asking what's going to happen with my refund. I was told that I could go to the store and get, because I originally put items on layaway in store. I drove 45 minutes to the store, where I was then told I had to wait for it to be mailed. I ask who I could speak with because I was given false information. Someone was called on the phone. This gentleman said he would have my payment expedited that day. I made sure that he had correct address, because everytime I asked for it to be changed, it never was. I was told it was done and to call today for status id not received.

Well I did just that. After speaking with 4 separate people, not one of them could tell me anything. Each one said that they had no access to fund out status. I asked for someone to transfer me to the correct person. The only thing they said was that they can email a request for info, but I wouldn't have an answer for 24 to 48 hours. I asked then for a supervisor and I was told there wasn't any.

To explain my situation, I was in an accident that took my husband's life. I qas released early Monday morning and dealt with the situation than. On Wednesday I got a call that my mother had a heart attack and was critical. This morning I was informed she most likely had only a few days to live. I knew that I would have this check today and that I could fly out to see her one last time.

But alas, nothing and nobody seems to know what to do so that I may get MY money. Except one gal, who said that my card could be refunded. Then she said, but it won't help, cause that takes 3 business days. Very Sympathetic, right??

I need someone that can authorize me to get my money. It is $1200!!

Also, it seems that no one ever changed my address yet again.

Is there anyone that can help me?

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Reason of review:
Problems with payment
1 comment
Dalvin Owl

We are having the same issue, layaway was cancelled, address eas not updated and we keep getting told we have to wait and make sure the check that MAY have been sent wasnt cashed. Its been 2 months and we are getting the same run around

Cheryl S Kqo

Washer & Dryer

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I purchased a new washer and dryer from Sears. When delivered the dryer sounded like it had a brick in it. A new dryer came in a week. I have now been without a washer/dryer for appx three weeks. I start washing and washing, etc... The washer tub is squeaking. it won't fill, only a couple inches, clothes aren't clean, water comes from under it! Another week with no washer but they do replace it. New washer...first load. Blankets....it won't fill enough to cover them with water. I call and they want to send out a technician. By now I want my money back and am ready to go someplace else. How long are they going to last if they don't make it thru a few loads???
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Reason of review:
Bad quality
Rhonda J Tup

Ripped-off

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I bought an Electrolux washer and dryer that were not only damaged, but used. When I first got home to look at the new appliances I noticed dents and scraps and then to my surprise the washer had dried soap streaks all down the front of what was supposed to be my brand new washer. I called and they offered me sears points or a 200 dollar credit. I was furious and asked to speak to a supervisor and was refused. She continued to act like there was no problem and said "We try to send out new products". We try?!? I paid for new products. I have scheduled a pick up and better get a refund.
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Loss:
$2252
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous
map-marker Norman, Oklahoma

Purchase at sears.

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Horrible company, horrible service. Used to be good company, bought many things there. Now horrible service, they dont back things you can only talk to some minimum wage person on the phone. When this transaction done no longet will i have anything to do with that company.
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Reason of review:
Poor customer service
kathleen w Mds

It's been delivered,,,,,Where????

Ordered a Electrolux dryer from Sears Middletown NJ... Joe Farragher was the salesman...wonderful attitude and personality. Knew about the dryer i was interested in and made it a smooth transaction. Delivery was to come 9/18 between 7am and 9pm was to be called the day before for the 2 hour window of delivery. No call, called 3 times no answers , cannot reach the delivery center. Call tomorrow after 8 for delivery schedule. Called (country unknown, not America) will be delivered between 9-11 OK i'll wait. 12;30 no dryer. called and was told it was delivered ! WHERE? agent has no idea. 2 more calls somewhere else in the world , it was delivered and hang up. Called Joe to cancel order, he apologies and ask to be given a chance to call the delivery center. They told him it was delivered but he knew better. He followed up and within an hour my dryer was delivered. Why could he do it and no one else could? oh maybe because he knew his job and CARED !!! Will think at least 10 times before i purchase a major appliance from Sears again. I don't expect an answer but you should look into some of this before more people refuse to buy from Sears...you have a wonderful employe in Joe but he cannot do it all ....HELP
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Reason of review:
Problem with delivery
Leonard M Brs
map-marker Long Beach, California

Bad customer service

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In line waiting for my turn to purchase a watch. Second in line but that didnt matter to the employee. The employee knew i was next and decided to attend to the people who were third in line. It felt like I was ignored due to my skin color. The employee made it feel that way by her actions. Due to that experience, I will never shop at sears agian. I really hope sears can fix this problem. I used to love sears but I see how sears has spiraldown due to hiring people who dont care about the cosumers. Best of luck to sears but I will never shop at sears again. And i live right behind sears...
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Reason of review:
Poor customer service
John D Rzq

HORRIBLE CUSTOMER SERVICE!!!!!

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We purchased some parts along with the service to repair our lawn tractor in April, 2018. We had to cancel the service and were told that we would receive a refund for the labor since it was not performed.

After numerous phone calls to a customer service number probably in the Phillipines, nothing was resolved. After speaking to 10 different people, all of which gave their names and badge numbers told me the same story that a request would be put in for the refund and we would be contacted by Sears within 48 hours. None of this happened, we have not received a penny of our money.

We have been loyal customers of Sears for probably 25 years now and we will NEVER step foot in any of their stores period. !!!

Do yourself a favor and don't use Sears because if you have an issue, it will not be resolved!!!

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Loss:
$310
Cons:
  • Complete waste of time horrible customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Benjamin W Pym
map-marker Santa Clara, California

Ripped off by shoefab

What happen was that I ordered a pair of shoes from shoe Fab ,really I order them through Sears which come to find out is just the middle man for shoe Fab anyways to make a long story short I never received the shoes that I payed for I never got my money back I bekeep sending Emails with no answers back so now you know if you don't get your stuff from shoe Fab your probably not getting any thing at all they keep the money and your shoes
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Reason of review:
Problem with delivery
Nancy c Cjf

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Verified Reviewer
| map-marker Mesquite, Texas

Sears ain’t ***

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my Refrigerator is broken I have a service protection plan.and call them to come fix it.the repair man came 2 more weeks for parts.so that one month I have to wait with out a refrigerator.also I’m a diabetic so never deal with them.company sucks.i will beaver sears again.
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Reason of review:
Poor customer service
Haggai M

Worst service plan PERIOD

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I purchased a dryer and the repair plan on 2-24-2018 and had to call for service on 6-3-2018. The harness burnt completely out and a repair man didn't fix it until 7-3-2018. I work in a call center where I am not allowed to have a phone. I made another call by 8-4-2018 and was scheduled for an appointment on 8-20-2018. Apparently the technician called and because no one answered they did not come to fix my dryer. I called and requested a supervisor and was transferred repeatedly and denied escalation. Finally I spoke to Benjamin in the Philippines who disconnected my call twice after refusing to escalate my call. I will definitely not be making any additional purchases from Sears. They will not replace an obviously faulty dryer and will not even show up to fix it after they have been paid to do so. Now I have to wait until September for an August request. I asked for the dryer to be replaced they said a technician could only refer the dryer to be replaced. Technicians won't even show up let alone complete their job.
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Reason of review:
Poor customer service
Denise Y Mpy

Worst ever!

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Purchased a Kenmore Refridgerater in November 2017. This was my 2nd Kenmore fridge, the first one lasted 18 years! In mid May my icemaker stopped producing ice. Set up appointment #1: tech said I needed a new icemaker and ordered me one. Appt #2: tech comes and replaces icemaker, DOESNT WORK. Appt #3: tech comes and says I need a new motherboard (also,saw on his computer a in office memo that there was a problem the icemaker/motherborard in these fridges!) tech ordered me one. Appt. #4: tech comes to replace motherboard buuuut it the WRONG FLIPPING BOARD! So he ordered the “correct board”! Appt #5: tech comes and replaces motherboard. IT WORKED TWO DAYS! Now here it is the end of August, and I had to schedule ANOTHER appt for tech, because, I was informed, KENMORE REQUIRES SEVEN COMPLETED REPAIRS OR THE TECH HAS TO NOT THE FRIDGE IS NOT REPAIRABLE, BEFORE THEY WILL REPLACE IT! I would not buy a safety pin from Sears. BTW, good luck understanding the customer service reps!!!!
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Loss:
$1400
Cons:
  • Every aspect
Reason of review:
Damaged or defective

Preferred solution: Stop stealing *** products and take some pride in your name like you used to!

1 comment
Guest

Here is a list of local management to contact, Tom 716-570-****, Mike 518-331-****, Lisa 585-455-****, Darlyene 585-424-****, Mark 716-536-****, Bob 716-866-****, Barb 585-274-****. If they can’t help you I would recommend calling the bbb and your local news media to do a story on sears. Frank, Rochester NY

Heidi C Klm
map-marker Vancouver, Washington

Bad parts automotive department

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I depend $800 to have my ball joints replaced. 6 months and 1day later, I hear the familiar sound that led me to replace them in the first place. The counter guy says nothing he can do, it’s a faulty part. But they won’t honor their gaurentee. So they want to charge me $700 to do a second job that they should have done right or honor in the first place. Is this how sears wants to run business now. Stealing from the consumer. I can’t afford to fix my truck now, that I need for work.
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Reason of review:
Warranty issue
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