Anonymous

Sears went down hill!

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My kenmore keeps piling ice up behind the vents! The tech came out and BLAMED ALL OF US for the ice build up! He said 99.9% of the time it’s the customers leaving the freezer door open! HOW??? The door automatically shuts by itself! And then he said WE, us customers must be blocking vents or food is sticking out to far preventing door to not shut! He was TRAINED to come up with 4-5 reasons why it’s OUR FAULT! Bad SEARS! BAD!!!! It’s YOU sears who will never get another sale from us again so LIE ALL YOU WANT! The loss is YOURS now! WHIRLPOOL, I’m on my way! See ya SEARS!
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Reason of review:
Poor customer service
Jaina J

RE Kenmore Bottom Freezer, Miami Florida

Updated by user May 31, 2018

Update: One of the pieces of information that I was researching concerning a DIRECT telephone number to Sears in Illinois was found at the following link: https://bizstanding.com/p/sears+roebuck++company-6293****. Here is what is listed through the bizstanding.com website concerning Sears/SHC in McHenry, Illinois for Sears U.S.

LANDLINES: Company Profile Categories: Department Stores Site: sears.com - Owner Name: Sears Roebuck & Company Phone: (815) 578-****, (815) 578-**** (Alt); (815) 578-****, (815) 578-**** Languages: English Open Hours: M-Sa 9am-9pm, Su 10am-6pm. In addition, here is a "general apportion" for the Sears Company Directory, under that area code: https://phoneid.us/8155****.

Mr. Bill Maynard is the contact manager: (815) 578-**** Owner Name: Sears AddressInformation: 1900 N Richmond Rd, McHenry, IL 60051 Manager: Bill Maynard 1900 N Richmond Rd, McHenry, IL 60051 Email: b...@sears.com (b.maynard@***.shc.com, or wm.maynard@***.shc.com) I hope this helps!

Original review May 30, 2018
Well said! However, I do not work for Sears, and your commentary should be regulated toward them. Thank you for that =) Dear Seifu Seyoum, Thanks for taking the time and length to respond. The caveat in your experience is the expectation that you were purchasing an item, which at one time, was sufficient and accurate according to the former reality. You have my empathy, as well as my understanding of exactly WHAT IS and WHAT WAS. Nevertheless, your experiences thus far demonstrate the potential of a commitment to see it through, and grant some feedback to help others who are in your situation. The feedback is in your response, and in 'lightly examining' your response, an attempt was made to try to place the issue in a realistic perspective, based upon the control mechanisms you outlined. The potential, in all commentary, which is subjective and applicable----is a responsibility. You undertook the mantle of responsibility to address the situation, gave the results of what occurred, and what was to be expected as a result. However, this is where the rubber meets the road – one could start over, with new boundaries and new expectations, only if your commitment is centered upon placing those newer boundaries and applying the new expectations. Question is, will you or have you attempted to contact Sears/SHC in directly notifying them of what is your new expectation and resolution is? You have made the first step in correct co-operation and resolution here at Pissed Consumer. Have you employed the contact information that is listed here to get the process for resolution to your problem started? Such actions are only beneficial and profitable IF you do them, especially since you have posted the experience here. Only you can answer those questions, and I respectfully, see the correlation between making the choice to act, and the uncertain knowledge in prediction (what we all do have control over, and aesthetically, what we all DO NOT HAVE control over). Even though we can't decide, a choice still needs to be made. While these suggestions I made, SPECIFICALLY to your situation, admittedly did not assist you at all, --- they may be beneficial to others who have blindsided like you, in your place presently. Remember, subjective opinions are simply that: SUBJECTIVE. It is a matter of choice to perform what you need to, collect all the data pertaining to your situation and outsmarting that which seems flippant and invaluable to some. As Marcus Aurelius stated: “If you know it isn't right, you don't do it, and if you know it isn't true, don't say it.” I strongly attest and confirm that the information is legal, correct and substantial, and if you would rather not engage in it, I respect that. That is your choice, after all. I wish you well in your endeavors, and graciously thank you for replying. It certainly is an invaluable experience that will not be long forgotten. JJ Freeman (Et Tu Brutae.user)
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Deborah S Rex

Never trust Sears again

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On March 1 I returned home from work at 5:30 pm and realized my automotive battery was not functioning in my Lincoln MKX. I am a recent widow and I remembered my husband insisting we use only Diehard batteries in our vehicles as he believed they are superior. To remain true to his trust I began searching online for the correct battery. My search indicated there was a battery at the K-Mart store in Newark, De. I called the store and was told there were 2 batteries in stock. It was raining heavily and extremely windy. I immediately proceeded to the store which is a 30 minute drive from my home where I found the batteries with black and white disc stickers with L6 imprinted on them. I did not know what this code indicated so I enlisted the aid of the store manager and he pointed out this code meant the batteries were shipped in December 2016. He further indicated they should have been removed from stock and returned 6 months prior for fresh ones. I requested the manager to call the K-Mart store in Bear, De. to determine if they had the correct battery in stock. He would not assist me in this area. I called the store myself and spoke to the employee working the automotive department who assured me there were 2 batteries in stock however he could not find the shipping code on them. I then drove another 20 minutes to the Bear store to find there were no batteries that would fit my vehicle. I approached the customer service representative to explain I was told there was available stock and to ask if perhaps the stock had not been forwarded to the shelves yet. I was met with a rude, curt attitude and was told the batteries were not in the store. It was now 7:30 pm. Disgusted, hungry, wet and cold I left. I proceeded to a Wal-Mart store in Elkton, Md. where I purchased a battery with which I am not satisfied. By the time the battery was installed I did not return home until 9:30 pm. The next day, my son called the Sears store in BelAir, Md. and was told there were 3 batteries in stock with ship dates that were recent. He drove the 45 minutes to the store to find there were no batteries. While there, my car was hit and damaged. Consequently, I had to file an insurance claim. I’m sure you realize this event was very upsetting. On Saturday morning 3/3 I called the Sears store in Wilmington, De. and was told there were 3 batteries in stock with ship dates of February 2018. I had the battery in my online cart and was about to purchase it however the internet was very slow due to the weather issues. While waiting, I called Sears customer solutions to provide feedback regarding this experience again, for the purpose of pointing out the opportunities for improvement and requested to speak to a supervisor as I did not wish to relay the entire story multiple times. It was very difficult to understand the person I was speaking to as I believe I was connected to someone in the Philippines. I was told I could not speak to a supervisor until I relayed the course of events. I explained the entire situation and was transferred to a supervisor who insisted I repeat the story again. I again explained what happened. I was now so thoroughly disgusted I told the supervisor, “At this point I almost feel like Sears should provide me the battery as a complimentary gesture toward service recovery”. The supervisor offered this as a solution and advised me that she would approve me to obtain the battery free of charge. She stated I needed to proceed to the store and give them the case number and they would give me the battery at no cost. I called the manager of the store, advised him of the conversation with customer solutions and gave him the case number to verify. I did not leave to drive to the store for approximately 2 hours. During this time I did not receive any phone call from the manager of the store indicating there was a problem. I again drove the 45 minutes to the store in Wilmington and was told upon arrival that customer solutions told him I would need to be reimbursed from K-Mart. I called customer solutions while in the store, requested to speak to the supervisor and was told I could not be transferred to her. While speaking with the now third customer solutions representative I was able to discover the initial supervisor I spoke with did not document the case correctly and the only documentation she entered was that I had purchased the battery from the K-Mart. There was no documentation of her promise to provide the battery free of charge. I kept trying to explain I did not purchase a battery, I had been trying to purchase one for 2 days. I further kept trying to explain I was promised a battery at no charge and I felt that should be honored. I was transferred to instore support and relayed the situation for a fourth time. During the call I heard the manager in the background say, “Tell her we don’t give free batteries and hang up.” The representative on the other end of the phone stated, “We don’t give free batteries” and hung up on me. I realize this has been quite a lengthy explanation and again, I appreciate the time you have spent reading about it. I took the time to write because I feel integrity and truth are moral strongholds. I tried repeatedly to contact someone at Sears Holdings and left messages which have not been returned. I e-mailed Ms.Munjal and Eddie Lampert with no response. I will never again buy a Sears product!!!!!
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Reason of review:
Poor customer service

Preferred solution: Battery at no charge

Anonymous
map-marker Chicago, Illinois

Customer Service

Simple issue i had took months to resolve. Sears is no longer customer friendly nor is it a place where i will shop again.
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Reason of review:
Poor customer service
Jesus D Oiv

Delivery Service

I have made several attempts to have two products picked up. The delivery service has lied about schedule changes and or that I wanting to keep the products. On one occasion, sears delivery team called me stating he could pick up the merchandise earlier since two pick up locations were canceled. I advised him i could not be there for the pick up, since it was too early. I could be there at the time we had agreed. He went back and stated that I could not be there and needed to reschedule. That is just one occasion. The purchase was based on a lie. When making the purchase, I was told they would deliver, assemble and leave withe trash. When the items were delivered, the delivery man stated he has never assembled anything in his twenty years of serivice. I called sears, they stated it was not part of the deal. I explained to them that i had a copy of the conversation of the sale. Which explains the assembly. They did not honor the agreement. I asked them to pick it up? After a month of going back and forth, they arrived at my house (7-21-18). I asked for a copy of the pick up. Since sears has reniged on their word, I did not feel they can be trusted. As of now, they refuse to give any kind of documentation showing they picked up the items.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

John D Ssq

Unable to have appliance repaired

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Our dryer which is covered by a warranty has been broken since May, 2018. I contacted Sears and a technician was sent on June 6, 2018. The technicians pulled the dryer into the middle of the hall , diagnosed the problem and stated parts needed to be ordered. After numerous calls, an other appointment was scheduled for Thursday , June 14,2018. The technicians arrived and found they had the wrong part again. He promised to return at 1:00 the next afternoon. However, prior to leaving he insisted on $85.00 cash or a check made out to him directly. No one appeared at my house on Friday June 15th. When I called the company said he told them he would"try to get to my house." I called Sears and demanded that someone be sent out to the house. The earliest a technician could arrive was Tuesday June 19, 2018. I lost more time from work . While waitng the technician called and informed me that he was on the way to "fix the washing machine" . I informed him of it being a dryer , he hung up on me. I received a text message cacelling the appoinment. I spent two hours discussing the situation with various people at Sears. A woman named Bindu scheduled an other appointment for Friday June 22, 2018. I lost another day from work. A group appeared several hours late. They diagnosed the problem and promised me the part would be delivered they agreed it would repaired immediately. On Monday June 25, 2018, I received an email informing me a technician would be at the house the following day between 10:00-2:00. I took more time off from work . A new person arrived who had no idea of the problem. No one at Sears can tell me why this occurred. I spent another two hours on the phone and still have no resolution .
View full review
Loss:
$2000
Cons:
  • Lies we were told
  • Still have not contacted me
Reason of review:
Poor customer service

Preferred solution: Full refund

Jaina J

Sears Outlet Store RE Miami Florida

Good Evening!

I will try and be as brief as possible and possibly grant some assistance and relief with your problem with your purchase from the Sears Outlet Store. Please review the Sears Outlet Certification Process: https://www.searsoutlet.com/d/c/certification-process.

"Sears Outlet Stores Certification Process -

"Outlet Certified

"Sears Outlet sells both new items as well as one-of-a-kind, out of box, discontinued, refurbished, scratched and dented, and used merchandise.

"All items that are non-new undergo a stringent testing process and, when necessary, have cosmetic parts replaced and/or are repaired. Only once an item has undergone our thorough certification process is it approved to be a Sears Outlet Certified item".

"All Sears Outlet Certified Products: * Are rigorously tested for full, like-new functionality; * Have missing parts replaced; * Are repaired, if necessary, and retested; *Are refurbished with replacement parts for mechanical defects found during testing; * Are fully cleaned and sanitized; *Follow the Sears Outlet return policy*

"The certification process follows the same basic mechanical guidelines as recommended by the Original Manufacturer".

Please note: This is a subjective opinion, but hopefully it can help you and others to cut through the mess when making purchases like this from the Sears Outlet Stores. Since you made this purchase three months ago, your warranty for repair/replacement is STILL APPLICABLE, according EXACTLY to the Sears Outlet Certification webpage:

"Customers Purchasing a Certified Appliance or other item from Sears Outlet should expect:

" A fully functional and operational unit; "The assurance that the unit still meets Sears quality standards as the nation's leading retailer of appliances and appliance related products"

"The manufacturer's warranty still applies to both new and Out of Box items certified by Sears Outlet, with the exception of Samsung out-of-carton product, which is covered by a Sears Outlet warranty that covers 1 year of parts and labor.

*In warranty home appliances are subject to repair only, unless a Sears Product Repair Technician determines that the appliance is not repairable. Contact 800-4MY-HOME (800-469-****) to schedule a free service call*.

**"Where applicable, all refunds will be issued in the same form as the original method of payment. You can read more about our Return Policy here.**

***"If you are not satisfied with your purchase for any reason, please let us know. Click here to send a message to our Customer Service team".***

Pissed Consumer has some valuable tools and verified users who offer assistance and suggestions to help in the process. I hope this helps, and please keep us and pissed consumer know about your steps of resolution and any updates when you have time.

Thanks again for reporting problems about Sears and Sears products.

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Ana L Svb

I am so tired of dealing with them!

All I wanted was to have my appliances installed. several issues experienced, and last once was having a microwave returned. I called 4x and talked to 3 people each time! and I the end they hang up! I am so irritated, it is the worst experience I ever had. Still no resolution, and as much as I asked for a supervisor, they never got me one, only an hang up. {{Redacted}}
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Loss:
$700
Reason of review:
Poor customer service

Preferred solution: Full refund

Colleen T Rxa

Worst experience ever!!

Sears came to do a washing machine repair 8 months ago. The part they replaced was not installed properly which caused more problems.

They returned in June to fix the problem but needed a part which is on backorder. They will not call me back. Whenever I call their customer service, the reps are out of the Philippines. I have been told 5 times that someone would get back to me within 24 to 48 hours.

This has been going on for months. I will never ever purchase anything from Sears or use the Sears repair for anything EVER!!!!

Do not call the (800) 4MY-HOME number ever. You will get nothing but the run around.

View full review
Loss:
$800
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Brandi S Hqj

3 months

I ordered a black and decker coffee maker through sears. Sears had a secondary partner, Jet.com whom the coffee pot was ordered to.

1 month went by and nothing. I called sears to get my money back and they said because jet.com was the secondary partner, I had to go through them. I called the number they gave me, and the number was not available. I have called sears about 5 times after that, wanting my money back, still their “case management” representative was reviewing it.

Still, 3 months later and no money nor coffee pot. Needless to say I will not choose Sears anymore.

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Reason of review:
Order processing issue
1 comment
John D Hie

I also never received my full order. Never again will I use Sears Website. GOODBYE SEARS!!

Anonymous

Poor purchase service

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I bought a washer and dryer. I had used sears and the Ada Ok store many times. This time manager rude, didnt seem to care about my buisness at all. Then the real crap happenex. Iwas supposed to get 1 year intrest free. It was on my credit card full amt. I called and they said i would have to add up all my purchases, then deduct them , call the credit card and tell them the amt i was going to pay on intrest free washer and dryer every month. What crap. First of all i will no longer use this credit card, i will never buy from sears again. Now i understand why all their stores are closing.
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Reason of review:
Poor customer service
Melinda S Bwr
map-marker Burbank, California

Mattresses suck!

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Mattresses are CRAP. Warranty is a lie. After 2 months my FIRM mattress went soggy. After months of run-around, they had me submit 20 pictures from odd angles. And they decided not to refund the money. Mattresses are supposed to last 8-10 years, not weeks! FRAUD!!!!!
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Reason of review:
Bad quality
Jaina J
map-marker Hoffman Estates, Illinois

Sears SHC Customer Care Advocacy/Escalation email contact

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Good Day!

After a little footwork and validation testing of an email to the Sears Advocacy and Customer Escalation department, I wanted to pass along the following unto you to help obtain assistance when contacting Sears.

Please note that Sears requests email contact to file/register a complaint and concern regarding Sears products, services and repairs. I have successfully completed the application of the email provided, and I did receive an immediate response in kind!

The email to the Sears Customer Care Advocacy center is divided according to Media relationships as well as direct customer care:

Sears Advocacy Customer Care:

searscares@***.shc.com

Sears Media Support/Resolution

smsupport@***.shc.com

Please provide a valid contact email and telephone number when writing them. The Sears CC Advocacy Team WILL CALL YOU BACK.

Please keep Pissed Consumer informed here to share your success story, and how your issues were were resolved when contacting Sears at the information provided.

Et Tu Brutae

View full review
Pros:
  • Immediate response
  • Willingness to help find solutions
  • Craig for his willigness to help find a solution to the problem
Cons:
  • Agents all have different answers re what replacement policy is
  • No longer carry a necessary part
  • Long depute process
Reason of review:
Good customer service
Demetrias Iav

SEARS... POOR CUSTOMER SERVICE, INTEGRITY, & HONESTY!

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I have had my Sears/CitiBank credit card since 1981 and have had a perfect payment history until 2014 when SEARS made an error and charged my account additional fees then credited part of their fees and then finally credited the entire amount of the additional fees to get back to a zero balance since the account balance was paid in full for one purchase made in April 2014. But in the meantime they reported my account as 30 days late July 2014 and September 2014! so after receiving a formal letter from my attorney this year 2017 when I learned what they had done, Sears removed the 30 days late for September 2014 but not July 2014 for a $10.00 fee! (yes, I had all my records for 2014). The balance they reported as not paid in 30 days was their own added fees!.... It is so ridiculous that a moron with remedial brain comprehension could come to such an illogical approach! It's one amount that SEARS added to a ZERO balance that was paid in full in 30 days so how in the heck they could reason that oops we are going to credit the additional fees, the customer did not pay anymore than the amount due in full but let's just stick it to the customer any way with two 30 days late reporting. How demonic can Sears be? Everyone knows that attacking someone's credit score has many ramifications and could cost a consumer additional money based on the rating of their FICO score. I am making this public complaint not for myself as their vindictiveness did not harm me as I added a comment and its the only late on my report in 30 years so no merchant pays attention to Sears report as they look like the LIAR that they are. Ever other credit grantor on the report shows the complete opposite of what they show so they look stupid, not the honest consumer. I mean really...ding someones credit for $10.00 and you made the mistake! Just wicked to do that to any consumer over a miniscule amount and let me reiterate, an error they made not the consumer. And BTW since I've made it known publicly about the facts of what Sears did in the dark, I just received a letter saying if I don't BUY something with my wonderful Sears credit card since 1981 then they are going to close my credit card account. Really patronize a company that is unfair, rude, dishonest, poor customer service, and a shoe string away from collapsing? I say let the chips fall where they may as in principle I refuse to honor a company that is not honorable and does not deserve the PRIVILEGE of having me as a customer. In closing my fellow consumers remember YOU have the POWER , it's not the other way around. We make companies successful and we can take the success away when they don't value us. In the New Year 2018, exercise YOUR POWER and stop patronizing businesses that don't treat consumers right, and I mean not just not personally treating you right but the masses of other consumers too. Here's my list of unfair and worst practices companies (I maintain evidence so if they want to say otherwise I have proof to support my claim): 1. AT & T/Direct TV (document EVER conversation and watch your bill with this long term chronic billing issue company) 2. Wells Fargo (Why any one would remain a customer of a known fact that they made up fake accounts without customers knowledge is beyond me. I had them as my mortgage company for less than 3 years when I experienced blatant dishonesty. I gladly ATE the cost to re-fi early to get rid of dishonest Wells Fargo and never had one issue in 13 years with US Bank and have paid off my mortgage. The re-fi amount was well worth the peace I received from being in partnership with a mortgage company that did not play games, lie nor steal from me. 3. Comcast/Xfinity - Watch the "bait & switch" tactics and flat out lying. In my state you are allowed to record your calls and I record every one of theirs and OMG chronic lies are found between verbal conversation and then your bill! 4. Sears - Poor customer service..really they can't handle the USA and have the nerves to use employees in Philippines ..just awful service. Watch your bills and layers of "additional fees". 5. Still watching Bank of America who is at least trying to turn things around after screwing many mortgagees and in bed with Countrywide and the whole housing debacle! They also lied to me about agreeing to a credit card frequent flyer loyalty program for 5 years but can't prove it so after I have been loyal for 5 years they started taking away my points I had been accruing over the 5 years which like my AMEX rewards I did on purpose to save for a big travel plans..BANK OF AMERICA VOIDED OUT MY LOYALTY POINTS..JUST TOOK THEM! I can't stand them for this, just dishonest too. Those are my top 5 of companies I try not to do business with either for personal experience or moral compass reasons. These are my "Keep one eye open" companies that are friendly and good but conveniently and often their math is a little fuzzy...:-) 1. H.E.B - watch your original receipt closely if you return an item...caught them many times over the years where the refund amount doesn't match the original amount...hence always keep your receipts! When you ring up, watch the sale prices closely as they don;t always ring up as the advertised price. Just recently I bought eggs on sale for $.99 a dozen, they rang up as $1.38 each...and yes I went back for my $.78 in principle! If a million customers were short-sided a dollar even if accidentally, that's and extra $1 million dollars added to a company's bottom line. Heck I have return back to H.E.B for as little as $.30 over charge. Its the big picture that I make a stance for and wanting them to know I AM WATCHING YOU. 2. Randalls- watch your original receipt closely if you return an item...caught them last week twice where the refund amount doesn't match the original amount...hence always keep your receipts! Last week their price tags advertised Russell Stover candy box...$9.99 BOGO.. they rang up as $11.99 on multiple days..that was a $2.00 overcharged I got ding on twice but caught it! 3. JC Penneys - Well there is something in the name! They have an unexplained accounting procedure that I want to get to the bottom of. It makes no sense for any straight forward, transparent, honest representation. I purchased some home goods online. I bought 2 of item FC 732****...well the credit rang up at one for $19.49 and the other for $19.50 for the same item! What's up with many of the return items ringing up an extra $.01?!! The employees said they don't know why but it was happening. So with that being said...watch your pennies at JC Penneys! Lastly consumers, watch your utility bills especially when they post a line item as "miscellaneous charges" Really? I caught mine with this "miscellaneous charge" for 3 consecutive month and questioned it. I received conflicting stories what the charge was for from Centerpoint. So this $2.34 they added is suspect. Have a Happy New Year 2018 and remember be kind to one another, People First and Do the Right thing (by watching your own pocketbook and credit! lol)
View full review
Loss:
$3000
Cons:
  • Dishonesty and not keep word
  • Long time and hurdles to resolve issues
  • Customer service and executive office
Reason of review:
Not as described/ advertised

Preferred solution: Correct my credit report and remove the July 2014 , 30 day late unfair reporting. Refund $38.40 in promised shipping cost for sending me the wrong small appliance part 3 times.

Jason A Fwj

Poor Customer Service

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Oven stopped heating up. Called Sears to come out and repair. Tech came out and determined circuit board needed to be replaced. Order part and came back almost two weeks later to put in. Tech was supposed to arrive between 10a – 2p. I received a call at 1:15p stating tech was running late with no expected ETA. At 4:00p I called number to locate tech. They told me that tech would be out by 2p, I informed them that it was already past that time here in Indiana. Was put on hold and then informed that tech would be out in an hour. I then received a call from tech again stating that he was leaving Plainfield and should be there within an hour. Tech showed up at 6:19p. He was apologetic and put part in. Turned stove on for 30 sec and then back off. While he was completing paperwork, I turned stove on and left it on. Stove did not heat up. He then looked at the stove again and said first tech ordered wrong part. He would need to reorder another part. First available appointment was another two weeks out. Was supposed to arrive today and no show. Called Sears and was informed appointment was for tomorrow. This was not accurate, informed customer service rep who was not helpful. He said there was nothing he could do. Spoke with supervisor who told me the same thing and hung up on me. Trying to find another number to contact to file formal complaint. I have taking two days off work for a repair that still has not been completed almost four weeks later.
View full review
Cons:
  • Horrible customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

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