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Sears in Union Gap, Washington - Worst customer service experience of my life.

1.0
Details
I purchased an air conditioner on Friday night. The helpful sales associate told us that if the unit was too deep- which we were concerned about - we would be able to return it as long as we had our receipt and it was uninstalled. Sunday afternoon, we go to return it and we are told there is a 15% restocking fee - I said we were never told that we would be charged for our return at the time of inquiring about returning it. I spoke with the manager and he (Tito - manager yakima wa) said well I have no way of knowing what you were or weren't told so that's the policy and it stands. I said I deliberately spoke with the sales associate about returning - he said sorry no way I can know that. I said he's here - let's ask him - he said it is the policy. I said so you are not going to stand by what your representative said to us and he said nope I stand only by the policy. As far as I can see customer service does not exist in this store and unless this changes they have no hopes of surviving. Other retailers stand with not against their customers - best buy, lowes and home depot operate in ways that make you want to come back. My friends and family will be helping to nail the coffin that was once Sears and Roebuck.
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1 comment
Anonymous
#1366854

Was told by corporate that I would be receiving a call from a manager seeking to remedy the situation. Never received a call - obvious that the store is quickly on it's way out. Buyer beware and avoid buying from Sears if at all possible.

Review
#1084320 Review #1084320 is a subjective opinion of poster.
Service
Sears Manager
Cons
  • Refusal to fix the problem and lack of caring
Reason of review
Poor customer service
Loss
$460
Preferred solution
Full refund

Sears - Kenmore elite refrigerator and bad service policy

I have a Kenmore elite fridge 2 years od . Had problems with it freezing inside the back . Fixed that. now it won't stay cold .I have the service policy and have had the service out here 5 times they cannot fix this piece of kenmiore Samsung garbage. Had another service call today and 1 hour before they were to get here they called and cancelled due to tech being out sick. I bet they were sick. I tried to have it replaced i was told i needed 5 different service calls before i could get another brand fridge. Ive had over 5 they said it was on the same order number and I need 5 different parts to break before I can exchange it. Now I have to wait 3 weeks before they will come out again. Because now they need a head boss to fix it. Techs they have can't do the job. Please someone file a class action suit .I'm in. How can they get away with this. They are not handling there service agreement in a timely manner . Wait they are not handling it at all.
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Review
#1083701 Review #1083701 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Cons
  • Terriable
Reason of review
Bad quality

Update by user Aug 08, 2017

Day 6 post order.. now 10 hours on phone/hold with incompetent customer service.

10 different agents. here is the synopsis each time: 1. you did not pay for installation 2.

oh yes you did, it is a glitch in our system 3. you canceled installation on July 31 - ODD SINCE...

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Review
#1083496 Review #1083496 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service
Loss
$1598
2.1
Details
I recently placed a layaway with sears and for some reason they just cancelef it. I was really confused beause I made all payments on time. The time came to make my third payment I went online to make the payment and i saw were my layaway was canceled. I could not...
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1 comment
Anonymous
#1356974

Just another example of why they are failing .

Review
#1082876 Review #1082876 is a subjective opinion of poster.
Product
Sears Account
Reason of review
Problems with payment

Sears - Unacceptable!

1.0
Details
I bought furniture through sears--sofa and loveseat--come to find it was through their marketplace--thought no big deal--if it's represented through sears no worries--When I received notice that furniture was going to be delivered curbside I thought how strange?? Was fortunate to have my brother and son available to bring the VERY VERY heavy furniture into house. Long story short both pieces were defective---I had to call their pick up company myself only to find when driver showed up I was expected to have this heavy furniture waiting on the curb.. This is the poorest customer service I have ever encountered--I am now the owner of 1699.00 worth of defective furniture that sears has washed their hands from!!!
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Review
#1082048 Review #1082048 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Defective loveseat and sofa to curbside for exchange or refund
Reason of review
Poor customer service
Loss
$1699
Preferred solution
Full refund
Tags
  • Sears Poor Customer Service

Do not EVER buy a lawn tractor from Sears. EVER

Purchased a lawn tractor and thankfully the extended warranty. Every time it breaks down, they come out EVENTUALLY, make some sort of repair, and within a couple of weeks at most we have to call for repairs AGAIN. Within two or three months of purchasing this mower, they had replaced both the motor and carburetor. This year our first breakdown was called in May, waited two weeks until May 18th for a repair. Called back on June 20 with another breakdown, waited till the 29th. Technician wouldn't come, said he knew what was wrong, used part he had placed LAST time had failed so he would order parts and reschedule. I was PISSED as my husband had been waiting around on him for absolutely NO REASON and he wouldn't even check to be sure what was wrong! He said he wasn't wasting a trip. Nice. The day of the next scheduled appointment came. No technician. According to the rep I talked to, technician REFUSED TO COME because I had raised my voice to him. They had no choice they said but to reschedule. How about making the guy do his job? Anyway. They finally had a technician out yesterday (after waiting 6 weeks), he tore into the motor and replaced parts. Mower ran less than 5 minutes after he left. Now we have to wait until August 17th for someone to come back out. TWO MONTHS with no mower. We paid a lot of money for this thing and the warranty. Time to get a lawyer.
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Review
#1081993 Review #1081993 is a subjective opinion of poster.
Service
Sears Lawn Tractor Repair
Reason of review
Order processing issue
Worst customer service experience in my life. I purchased my freezer online in April, picked up in May, end of May the freezer stopped working but I didn't realize it because the little green light was ON... I called for repair and JUNE 27th got a repair guy here to...
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1 comment
Autistic_Female
#1356154

They don't even give employee discounts anymore. It's ***!

Review
#1081625 Review #1081625 is a subjective opinion of poster.
Service
Sears Freezer Repair
Cons
  • Call tree routing
Reason of review
Poor customer service
Loss
$320
Preferred solution
Full refund

Sears - I clearly do not matter

2.4
Details
Gutter service done. Salesman did everything wrong we discussed. Contractor showed up late and when was not home. 1/2 of the job done. Not calling back on several messages. Still trying to resolve. Seriously pissed off.
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Review
#1081267 Review #1081267 is a subjective opinion of poster.
Service
Sears Gutters Installation
Reason of review
Poor customer service

Sears only hires teenagers and treats everyone like dog s%%%

I worked at Sears for about 5-6 weeks. I was part time and always refused to work over 30 hours because I knew I would not get the benefits. Luckily I was not a sucker to this game after working at Marshalls for 4 years as a sales associate. When I became a cashier at Sears I was always asked "how many credit cards did you sell?" It was always about credit apps and was a guilt game. Now why would anyone want a credit card from a retail store going under? This was my summer job too, but after quitting few days ago I was supposed to be paid last Friday. Nothing came (usually direct deposit). I email HR who asks how many hours I worked between a certain time. I responded with the hours and asked in return "Do you guys really not keep track of your employees hours?" How frightening : / Also I am a very hard worker but I noticed I was always lectured on everything. Did not close registers right. It is really risky and unprofessional to keep over 2000 dollars in a register in such a busy store. Most retail stores take out the 100 dollar bills and put it in a safe. No Sears just tells you to count it out, put it in a bag, and toss it behind a counter. At Marshalls I got to see the vault and the person who counts the money. At Sears I have no freaking idea where that money goes, but seems sketchy. Lots of young and *** coworkers under the age of 21. I was the second oldest cashier and I am only 23. So yes Sears does not hire older cashiers, and they do not care about your prior work experience since they started me off at 8.25 per hour after leaving Marshalls at 10.25 per hour. I hope they go under, and I hope the CEO goes bankrupt for his recklessness and carelessness. This is the worst store I have ever worked for and seen people shop at. You are better off at Walmart or a TJMaxx store to be honest.
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Review
#1081149 Review #1081149 is a subjective opinion of poster.
1.0
Details
We purchased a floor model GE Caf Wall Oven, Model # CT9070SH1SS, from your Castleton Square (#01600) store in Indianapolis in January, that was advertised to be in excellent condition, only missing boxes. We even purchased a MPA for it. We are located in a different...
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1 comment
h.kitchener
#1355349

Certainly, Sears is definitely NOT the place to purchase much of anything anymore, especially appliances. And, buying a floor model is always risky and something I learned to avoid many years ago, regardless of any discount.

Review
#1080562 Review #1080562 is a subjective opinion of poster.
Product
Ge Appliances Ct9070sh1ss Oven
Cons
  • Shady business practices
  • Customer service
Reason of review
Poor customer service
Loss
$3000
Tags
  • Castleton Square
  • Master Plan Agreement