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In April 2017 I reported my father’s refrigerator. After many, many months and efforts to get someone to come to our apartment and dozens of calls, the fridge was finally replaced because it couldn’t be fixed.

When we started the process we obtained approval for a rental while the fridge was damaged. The rental contract was renewed dozens of times because the fridge never got to work properly and we had to throw a lot of food. I sent the invoices for the rental to your office but never received the check, therefore I called again and I was told that your people only approved $125. It happens to be that the $125 was only one of the invoices from the rental company and after many calls I was told that you only received one page and that I had to send all the invoices again.

I did and after several months I called again and was told that the reimbursement was approved and that they were going to send the check. After many efforts to have someone tell me the status of the check I wrote in your Facebook page and finally got a case manager assigned. At that time Maryssa Connors told me that the check was going to be mailed.

Two weeks ago I stared calling and writing again because the check was never received. After finally talking to Maryssa, she told me that the check was sent and cashed.

However the check never came to me. After she sent me copy of the cancelled check I realized that the check was sent to Mary Ann Moll, a neighbor on my condo, who happened to have another claim for a rental with you. I talked to my neighbor and she said that even-though the check she received was for less than her claim, she got tired of calling and following up and decided to accept that amount. After another call with Maryssa, she said he couldn’t handle my case anymore and that the case went back to corporate to investigate because apparently there was a “fraud”????

I proceed to call Corporate and talked to Darrel, who very kindly proceeded to investigate the case. It happened to be that for some reason Sears tied my neighbor's case to my father’s and only solved one case (who knows which one) and only sent one check for one of the claims. After consulting with his supervisors Darnell told me that he couldn’t deal with my case anymore because it was escalated to your group.

I do not understand your customer service policies and treatment. I ran a customer service group for seven years and it was our main objective to satisfy our customers, I would have expected from my call yesterday at least and excuse from Sears and a promise to get this solved promptly.

Whatever happened here was Sears mistake and not mine. In fact, we pay for our service contract and expect to get the service promised. It shouldn’t take months and it should not requiere the customer to deal with bureaucracy, incompetency and mistreatment from some of your employees. Instead I got escalated to a group where I cannot even call someone.

I am surprised that you are talking about fraud from my neighbor, who is a very respectable and decent person and that after almost two years I don’t have a check. A company that lives from sales has to have the customer in the center and customer satisfaction should be your most important goal to survive in this extremely competitive world.

I wish to have someone call me with a solution to my case. My phone is 787 239-****.

Please, have someone solve my claim.

Lizzie Rosso

Reason of review: Warranty issue.

Monetary Loss: $983.

Preferred solution: Full refund.

Sears Pros: Usually have quality appliances and decent prices.

Sears Cons: Extended warranty service policy, Non caring service personnel, Terrible warranty, No one knew what they were doing.

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Guest

Your never going to get a refund. Sears went bankrupt

Guest
reply icon Replying to comment of Guest-1763887

I want my mobey back! I'm going to call my lawyer!

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