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Sears - Told customer to do their job

Summary : Online agent told a customer to do their job of sorting out a missing order I placed an online order on 1/24, and it was supposed to be ready for pick up in store on 2/21. On 2/22, the status is still "Processing for Store Pickup". So, I talked to an online chat agent (Giovani). He told me the package is shipped to the store, and that I should call the store to sort it out. This is ridiculous! It is the job of the company to sort out the orders, and have it ready for pick up on time. The chat agent should have created an inquiry case and have the appropriate department communicate with the store.
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Review
#1012142 Review #1012142 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Order processing issue

Sears - Menards - typical poor service, poor program, and rip-off to consumer

I had the same problem. We spent the last year redoing our house and, of course, my largest rebate never showed up and they have no record of it. Ironically, it was sent with another rebate and I received that check for $6. I've contacted them twice regarding this and, each time, they claim that they are not able to help me without my original receipt, etc. It basically becomes my problem and I do not have the time to deal with it. Everyone, note: Home Depot does the same 11% and offers it off at the register! When they are doing this promotion, go in and purchase anything (even a candy bar) to get your receipt. The bottom will have the 11% off coupon that you can use on your next purchase at the counter - no issue, no waiting, no problems. It's a great program and does not create issues like this!
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Review
#1011623 Review #1011623 is a subjective opinion of poster.
Service
Sears Rebate
Reason of review
Problem with delivery

James McDougal's Horrable experience with SEARS

1.6
Details
Purpose- lodge a formal complaint against one of your associates/ Return a brand new bed and base. Name: Elizabeth Lay Associate Number: 64634 Store Number: 10 01293 Robinson Mall, Pittsburgh, PA Purchase Made on 12/26/2016 Item Purchased: Tempur- Ergo Plus, GMDSE 3798-00T History: I purchased this ~$6,000.00 dollar bed and adjustable base foundation . It was delivered and the Mattress was hard as a brick and the adjustable Temer-Pedic foundation did not work. When I tried to return it I was told sorry about your luck and BTW you can never return the foundation but you can return the mattress after 30 days.. For an additional 15% price During the sale I was not told about the Sears return Policy- That states we must keep the bed for 30 nights (the break in period) before we can get what we want? In fact this was the second lie I was told…. First She told me if for any reason we were not 100% satisfied she would fix it immediately and then she omitted the fact that Sears has a 30 day break in period an omission is the same as a lie it might be fraud. I do not have a model number. The guy left a book that says it is a Tempur-Ergo Plus but there is no serial number. The sales check # is 012931829447. On the receipt it says Ergo Plus, G MDSE 3798.00T-item no 82 31110 and MATT CLOUD MDS 2299.00T, item no 82 31053. name is Elizabeth Ley, Associate #64634, Trans no 9447, Store no 10 01293. Purchase made on 12/26/16.
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1 comment
JamesMac152
#1291384

I wanted to add, that after almost 30 days I have yet to have Sears contact me or in anyway try to resolve this?

Also I forgot to add: The Adjustable Frame that we purchased did not does not work as advertised. The Sales associate Mrs.

Lay said she would see about getting the frame fixed but that we would have to buy some additional hardware.

How it all began- So my wife goes to the store and asks Mrs. Lay for some assistance. Tells her “Mrs.

Lay, I cannot sleep on the mattress it is too hard. Mrs. Lay tells her 1. You should have laid down on the bed before you signed for it.

2. Why did she tell us “Call me if anything is not perfect? 3. Now she tells my wife sorry about you situation but you have to now sleep on it for 30 nights before it can be returned?

4. Why also was my wife told that we can never return the base?

According to SEARS web site we most certainly can. Just not to Sear....

Review
#1011483 Review #1011483 is a subjective opinion of poster.
Product
Tempurpedic Mattress
Cons
  • No more integrity
  • Long depute process
  • Sears parts direct
Reason of review
Return, Exchange or Cancellation Policy
Loss
$6000
Preferred solution
Full refund

Sears - Wrong size box spring

1.0
Details
I bought a mattress and bed spring from Sears and they sent me the wrong size bed spring and wouldnt return it because it was past the 72 hours. I didn't realize it was the wrong size until I put the bed together. It was their mistake we will never shop there again!!! I am very unhappy because I spent almost $600 on this set and will now have to buy another box spring. I called customer service and they would not help me. I asked to speak to a manager and she would not get them for me because she said they would tell me the same thing. I would appreciate being contacted on this matter.
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Review
#1009939 Review #1009939 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Return, Exchange or Cancellation Policy

Sears in North Little Rock, Arkansas - Jewerly

1.4
Details
My boyfriend purchase an engagement ring at SEARS and I have taken the ring back 5 times for repair because the diamonds keep falling out. I don't bathe or wash dishes with the ring on. This is suppose to be a life time happy occasion. I am thankful that he purchase the lifetime warranty, because this is the only way I could have the ring repaired. So, ladies please tell your man not to ever...purchase jewelry from SEARS. Now we have to save up to buy another ring from a real live jewelry store. Also, they want allow us to upgrade or refund our money. What a bummer...... SICK IN ARKANSAS
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Review
#1009473 Review #1009473 is a subjective opinion of poster.
Product
Ring
Cons
  • Way customer service for repairs handles things
  • Refusal to upgrade
  • Refusal to refund
Reason of review
Return, Exchange or Cancellation Policy
Loss
$899
Preferred solution
Full refund

Sears.com, poor service

1.4
Details
I purchased ear rings for my wife's birthday from Sears.com. One of these had a flaw in the setting resulting in exposing a sharp edge and needed to be exchanged. I had taken this to the Sears store who informed me it needed to be returned to the sender, Sea of Diamonds, whom Sears gave the order to. Sea of Diamonds informed me it would need to be returned to the manufacturer. I have to bet these were made in Asia somewhere so the likely hood of a return from them is nil. In short, Sears took my money and expect service from Sears. Sears needs to accept my exchange, coordinate the return and be responsible for the items it sells.
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Review
#1009153 Review #1009153 is a subjective opinion of poster.
Product
Earrings
Cons
  • Very poor service
  • Poor service
Reason of review
Poor customer service
Loss
$175
Preferred solution
Full refund
1.0
Details
Sears - Bad quality Kenmore Regrigerator
Sears - Bad quality Kenmore Regrigerator
Sears - Bad quality Kenmore Regrigerator
Sears - Bad quality Kenmore Regrigerator
Sears - Bad quality Kenmore Regrigerator
Sears - Bad quality Kenmore Regrigerator
Sears - Bad quality Kenmore Regrigerator
Sears - Bad quality Kenmore Regrigerator
FACTS: WE OWN A 79579757900 KENMORE REFRIGERATOR MODEL (NOT YET EIGHT YEARS (OLD) THAT WAS BOUGHT AFTER THE PREVIOUS TWO BRAND NEW REFRIGERATORS WERE DEEMED UNUSABLE BY SEARS. SINCE THE BEGINNING THERE WERE PROBLEMS WITH IT. "TECHNICALS" PROBLEMS WERE FIXED (BUT NOT...
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1 comment
Anonymous
#1466934

A few months ago had a new stove, refrigerator and dishwasher installed. Also a new fan hood installed above the stove.

The delivery went smoothly and the delivery persons were very efficient and knowledgeable!

Took my old stove, refrigerator and dishwasher! My experience was a good one!

Review
#1009003 Review #1009003 is a subjective opinion of poster.
Product
Kenmore 79579757900 Refrigerator
Cons
  • Worst customer service
Reason of review
Bad quality
Preferred solution
Let the company propose a solution
1.0
Details
Had sears out to repair noisy dishwasher 3 months ago. Tech did not fix but instead talked my wife into buying the whole house repair plan. Said to open plan, wait a couple weeks and then file claim. So we tried that. Claim denied because it was a pre existing...
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2 comments
Anonymous
#1289166

You jokers and your threats of class action lawsuits. Thanks for the good laugh.

You got taken.

Period. Grow up and accept the consequences.

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Review
#1008970 Review #1008970 is a subjective opinion of poster.
Product
Sears Home Warranty
Reason of review
Return, Exchange or Cancellation Policy

Sears 11 day NO RETURN POLICY

Update by user Mar 11, 2017

Took a long time to resolve; along with letter to Sears CEO but they sent delivery truck to pick up dryer vent and credited my account.

Color me happy!

(Thank you, Sears!) However, I am SAD as I missed out on Presidents' Day appliance sales.

So SEARS you'll have to wait to see me hit the store during your Memorial Day Sales!! I'll be there.

Original review posted by user Feb 15, 2017

I am a very good Sears’s customer since 1977 as reflected on my SEARS Credit Card purchase record. In fact, I purchased roughly $10,000 in Sears’s appliances after Superstorm Sandy for my home (Refrigerator, Dishwasher, Stove, Washing Machine and a Dryer). In November 2016, my offer to purchase a new home was accepted. After only two chances to see inside the property, I knew I would need to replace ALL the appliances, however, the seller would not guarantee the washer or dryer as “in working condition”. On November 24, 2016, I purchased a Sears Kenmore Washer and Dryer with Sears with 12 months financing option. The Sears sales clerk asked me if I needed any of the connector kits. Not having possession yet of the new property where the appliances would be delivered to, the sales clerk advised me to buy them and later I could return them if not needed at time of delivery/install. However, I was also still waiting for a closing date at that time, so when the sales clerk asked me for a delivery date I was guided to put an estimated delivery date of January 11, 2017 and advised to call the Sears Delivery phone number to change it I needed an extended delivery date. It turns out my new home’s Closing Date was scheduled for January 11, 2017. Oddly the same date as my originally scheduled Sears Delivery date. After I had a Plumber hooked-up and verify that the existing washer at the new property worked fine, I called the Sears Delivery phone number and obtained a new rescheduled delivery date of February 2, 2017. During this call, I also canceled the delivery of the Kenmore washer and accessory kit. Mind you, during all this time I was making prompt Sears credit card payments for “ALL” merchandise that I did not even have in my possession. On February 2, 2017, my new Sears Kenmore Dryer was delivery and installed. I Love it! After installation of the dryer the delivery man handed me the metal dryer vent accessory and told me I DID NOT need it and that I should return it to Sears promptly. On February 13, 2017, I went back to Sears to return the accessory valued at $29.99 less the plug $24.99 that the Sears installer did use on my new dryer (Total billed kit price $54.98, not including sales tax). However, the sales clerk was unable to make the return. I asked that a manager be called and the manager told me I could not return the unneeded dryer vent for refund because I waited over 30 days. Seriously? I only took possession (install/delivery) on February 2nd. That’s only 11 days! (Return date Feb 13, 2017 – Delivery date Feb 2, 2017) I was told by the Sears Manager that they from count from the date of purchase. (Purchase date Nov. 24, 2016 – Return date Feb. 13, 2017) which is 81 days of which 70 days that I DID NOT even have possession of the dryer vent to return it. This policy is wrong. You should know I was planning to purchase a new Refrigerator, new Dishwasher and new Stove with Microwave above it before the end of this month for my new home. I remain very disappointed in Sear’s appliance return policy. This issue has infuriated me to tears, because it is illogically. If a customer does not get a refund for 11 days between the delivery/possession date then Sears you will lose me as a customer forever.
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Review
#1008842 Review #1008842 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy
Loss
$33

Sears Delivery Service Review

3.0
Details
Purchased a workbench at sears and it being delivered to my home come the day of delivery and it's a no show. Sears has no way to tell me where it is or if it's on it's way. Called 10 numbers and nobody knows how to find it even with my receipt. Never use the again
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Review
#1008813 Review #1008813 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Order processing issue