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Sears review: Pathetic customer service

1.0
Details
Don’t waste your time with Sears Holding Corp. Customer Service (847-286-2500). They will tell you someone will call you. But they don’t. They will tell you they called you, when your phone log shows they didn’t. Every call is fielded by a different person, and what one agent says contradicts what another told you. A favorite line seems to be “I don’t have the authority to resolve your case.” That’s when you get the empty promise that “the offline team” will call you. Initially I wrote a letter to Sears Holdings Corporate because I was told that was “the only way to resolve this.” After a month I received no reply. So I made phone calls and sent emails, being dumb enough to think that Sears might care. It was a huge waste of time, and very disheartening that Sears pays people to deflect your request for true customer service. I don’t believe they are there to help you. They are there to help Sears not spend a dime to help you. Sears was once a very reputable company. It’s no wonder Sears stores have closed all over the country and that Sears Holdings may be headed to bankruptcy. The details of this case would be long and boring, so here it is concisely: I bought a belt for my Sears lawn tractor that proved to be defective. I installed the belt. When the tractor didn’t work right, I took it my local trusted repair shop. (The nearest Sears store is 15 miles away.) They checked first to make sure it was the right belt. It was the correct part number. They said I installed it correctly. It took them about 2 hours to figure out that the belt was too short by ½ inch. It was defective. Their diagnostic work cost me $249 and was necessary solely because the belt was defective. I thought Sears should pay this bill, because the repair would not have been necessary except for the defective belt. They gave me a refund for the belt, but would not pay for the repair. After at least 4 phone calls, 3 emails, and my letter; contradictions from different agents; and wasted hours of my time, I was finally I was told, very curtly, “We won’t pay you anything” and, “You should have reported the defective part within 72 hours.” The agent argued when I told her it was impossible for me to know the part was defective within 72 hours—because I had not used it. In the end I realized the people I talked to had very little interest in understanding my case or trying to resolve it. This was the worst customer service I have ever experienced. If you want customer service, don’t waste your time with this organization. This is not the Sears your granddaddy knew.
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Review
#1049112 Review #1049112 is a subjective opinion of poster.
Service
Sears Technical Support
Reason of review
Poor customer service
On March 27, 2017 I had 3 guys come to my home to clean my air ducts and service my dryer. They were dressed like they were going to play ball somewhere. Yes, nappy hair, and pants sagging. I was not happy at the sight of them. They left grease prints on my walls, and...
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1 comment
Anonymous
#1330280

Contact the bbb and the news media they are flooded with horror stories and would love to hear from you. Rochester NY

Review
#1048758 Review #1048758 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Unfair
  • Whole process
  • Delivery costs
Reason of review
Return, Exchange or Cancellation Policy
Loss
$604
Preferred solution
Full refund

Sears not standing behind their products

3.2
Details
I bought multiple Sears Diehard batteries in 2013. We have 4 drivers and 5 cars. One battery died last September 2017 and the store gave me a new one . The new battery sat in a winter garaged car for 3 months and would not start or charge. I took it back to the store and they said the original warranty applied and wanted $135 for a new one. I took my old battery back, traded it for a $10 core and bought a new one for $80 at Walmart. I had purchased a new washer, dryer, and Refigerator this year alone and they have lost a good customer over not standing behind a new "gold" battery that was used for 4 months. This battery should have lasted 5 years minimum and I would think the vendor would have stood behind it
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Review
#1048058 Review #1048058 is a subjective opinion of poster.
Product
Diehard Batteries Car Battery
Reason of review
Damaged or defective

Sears review in West Dundee, Illinois: Purchased Riding Mower not delivered!

3.7
Details
I purchased a Craftsman Rear Engine Riding Mower on Saturday May 13, 2017, in your Spring Hill Store in Northern Illinois. I was promised delivery for Thursday May 18th. Today I get a call from Sears indicating they can't deliver this week and will try for next week. After questioning they admitted the item is out of stock and they hope to have it in their warehouse by next week. Spoke to a manager who did not deny my suggestion that the problem is that Sears has not paid the manufacturer and has been cut off. I am not sure if I will ever receive the tractor or not!! Delivery manager Joseph employee #762631 Hopes they will have the item in their warehouse by next Monday.
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Review
#1047900 Review #1047900 is a subjective opinion of poster.
Service
Sears Delivery Service
Pros
  • Purchased product
Cons
  • Not delivered
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
SEARS home repair is the worst!!! I purchased a warranty for my fridge, which was a BIG mistake. It is impossible to get through and I was disconnected four times. The technicians speak broken English and it took me 45 minutes to book at appointment. I had scheduled an...
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1 comment
Anonymous
#1329363

Cancel it and get a refund while they are still in business. They will find anyway they can to get out of it.

I would also call the bbb and news media. Rochester NY

Review
#1047884 Review #1047884 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Bad quality
We went to sears to buy a washing machine ,and after chosing the one we wanted we went to pay with the sears credit card it came back that they had canceled me for lack of use of the sears credit card .Im a sears card holded since 1986 .the sales man said you can re...
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2 comments
Machele
#1329166

Cancelling a card for lack of use is very common. I had one cancelled two years ago from a major bank because I didn't use it for a year.

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Review
#1047876 Review #1047876 is a subjective opinion of poster.
Reason of review
Problems with payment

Sears review: Mistreated and No One Would Help

1.0
Details
I called in advance on May 9 and asked how could I purchase an appliance warranty agreement for my online layaway. I was told I would have to do that at the store. I asked if I could make the layaway payment there too and the associate assured me that I could. I picked up a cashier's check for the balance owed and went on over to Sears. At the appliance department an associate began processing the payment. After waiting (about 7:30 pm to about 8:45 pm) I was told that I would have to complete the transaction online and then purchase the warranty in store. I could not do this then as my funds were in the cashier's check and I needed to return to the bank to convert the check which was made out to Sears. Exchanged the Cashier's Check on May 10 to enable digital processing online. May 10 when I went to make the payment online, I found the contract cancelled. May 9 my payment status was in "good standing" and the account was active. May 10 the beautiful mother's day present was gone and no one could help me. I missed two payments--the one due April 26 (within the 14 day grace period from April 26 and was in store May 9 the due date of the final payment) and no one would take it. Had I know I would not have arranged for someone to take me over there with cashier's check in hand to complete payment as a sears associate had told me I could. We had a sweet deal of $996 including delivery on the refrigerator of mother's dreams. We shopped and researched financials awhile to pull this together. A person of limited mobility, it is necessary for me to pre-arrange my travel as someone is needed to push me in a wheelchair as most stores don't have electronic carts. Everyone to whom I talked apologized for not being able to help me and offered the refrigerator for $200 more dollars. My family was very disappointed. My Mom did not get what we had planned for her Mother's day surprise. We couldn't even go and purchase somewhere else as Sears tied up the payment already made. They just did not care and passed me along in a circle from number to number until I came full circle again. I have never been more disappointed with a company.
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Review
#1047759 Review #1047759 is a subjective opinion of poster.
Pros
  • Discounts
Cons
  • Very poor customer service from management and retail support
  • Poorly trained staff
Reason of review
Poor customer service
Loss
$996
Preferred solution
Let the company propose a solution
J****h ****e, Came on April the 24th 2017 and tried to trouble shoot the problem with my Kenmore appliance. He is a contractor for Sears. However doing so he broke a waterline leading to the icemaker. He then ran to a local material supply house to try to fix it. He...
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1 comment
Anonymous
#1328934

Sears is outsourcing there work and not honoring the terms or there contracts. You should call and cancel to get a refund while they are still in business.

I would also call the bbb and the media. Rochester NY

Review
#1047599 Review #1047599 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Warranty issue
Preferred solution
Let the company propose a solution
4.1
Details
I now can see why Sears is closing so many stores. They have the worst customer service. I recently purchased a four piece patio set. After putting the darned thing together, I realized that some pieces of the patio table were missing. I contacted Sears who in turned...
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2 comments
Anonymous
#1328951

Contact the bbb and news media Rochester NY

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Review
#1047361 Review #1047361 is a subjective opinion of poster.
Product
Table
Reason of review
Poor customer service
Loss
$377
Preferred solution
Let the company propose a solution
Our washer developed issues and we decided to go with Kenmore because of past dealer performance. Local store would not honor internet price so we order via internet which applied free shipping. Delivery notice was sent April 23 and delivery date was set for Monday,...
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1 comment
Machele
#1327768

Not sure why you or anyone would call the President for help with something like this----unless you are used to having someone else provide your sustenance and everyday expenses. That being said, now you know why it is not only best to use a credit card when making purchases like this and to no longer shop at Sears.

From the stories I read lately, Sears is on the way out in the manner of Circuit City or Gander Mountain. Try Lowe's.

Review
#1046325 Review #1046325 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Poor customer service
Loss
$820
Preferred solution
Full refund