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1.2
Details
I will never purchase another appliance from sears again. Purchased the 300.00 + service plan. 4 service calls, 2 of which were no call, no shoes. 4 lost days of work. 2 days of family and other serious engagements canceled because of the no show situation. We are now...
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1 comment
Anonymous
#1262776

This review is the factual account of this occurrence

Review
#982033 Review #982033 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Order processing issue

Sears - Elliptical Machine Purchase Horrible

I purchased an elliptical machine from Sears online. It was delivered and my husband assembled it. It worked fine for three weeks but then begin squealing horribly. I called Sears and they set up a repair appointment as it was only 3 weeks old. I take a day off work and wait. Repairman shows up and says the bearings have gone out already. Then he proceeds to tell me he can't fix it. When I ask why he says because Sear's took this model out of the system. I show him my receipt and he says sorry can't fix it as it is no longer in the system and leaves. I am livid! I call the Philippian Sear's call center. They said I can return it and someone will pick it up. They then tell me to pack it in the box for pickup. I explain I received it three weeks ago and threw the giant box away. Oh sorry we can't pick it up. I say I will take it back to the Sears store. Nope! You bought it online so you cannot take it to the store. What! Every store I have ever ordered from online you can return merchandise to the store. Well except Sears. No customer service. So I say to the representative, I bought a $900 machine, it worked for only three weeks and because Sears took it out of the computer system I can't have it fixed and because I threw away the box I can't return it. She says that is right you are stuck with it. Wrong answer! I had to file a BBB complaint to be able to return it to the store. Pathetic. Will never ever give them any business ever again. I can see why they are failing.
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Review
#981766 Review #981766 is a subjective opinion of poster.
Product
Elliptical
Reason of review
Return, Exchange or Cancellation Policy

Sears - Customer Care Review

3.9
Details
Put three items on layaway with Sears and made regular payments. I went to go make my last payment and pick it up, it was around Christmas and the girl said I could pick it up anytime it didn't have to be right then. So after a couple of hours after paying for it I went back to pick it up, they couldn't find it, After 45 minutes they finally found it. Took it home and re-tried on the clothes again just to make sure that everything fit properly however one item needed to be exchanged I took it back to the store with all of my receipts and they said they couldn't refund it because they had canceled my order. I proceeded to tell them that I have my merchandise and just needed an exchange for a bigger size they were persistent in not giving me a larger size because my order had been canceled. I asked them how could I have the merchandise if my order was canceled they proceeded to tell me that it was canceled that day that I had taken it back again how could my order be canceled if I had it in my hand finally after screaming and yelling and pitching a fit, which I should not have had to do, I finally got an exchange. This is the first time I've ever had bad service from Sears. How can you argue with a customer who has receipts for paid items who just needs an exchange
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Review
#981640 Review #981640 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Return, Exchange or Cancellation Policy
1.9
Details
I tried to return a 1/2" ratchet that my elderly father had given to me for Christmas. I wanted to return it because I had already purchased one. I was told without a receipt there was nothing they would do. The ratchet was in its original package and not opened. All I...
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1 comment
Anonymous
#1452489

I put a layaway up in January and paid on it every two weeks as required. When I put the layaway up I asked the cashier how it works.

She really didn’t know too much about it herself. Anyway I got my layaway out in March sometime. I’m looking online and notice that the same items that I got off layaway is now on clearance. I’m happy because my clothes still have tags on them and I have my receipt that I can return them and buy them at the clearance price.

So I took my clothes back and was told that I could not return the clothes because it’s been over 30 days. So they calculated my time of the 30 days in January when I put the layaway up and not starting in March when got my layaway. I was very upset and had talk to two managers who made feel as if I had stolen the clothes. Even if I wanted to return anything because it didn’t fit, I would not have been able to.

I can understand if they didn’t have the items anymore and they were no longer in their system but the things I had gotten was still on the floor.

I told them I would have taken store credit but they would not even do that. I will be calling the corporate office about this and how I was treated.

Review
#981522 Review #981522 is a subjective opinion of poster.
Service
Sears Manager
Cons
  • Return policy
Reason of review
Return, Exchange or Cancellation Policy
Loss
$35
Preferred solution
Full refund

Sears - PISSED CONSUMER

We purchased a Kenmore Upright Freezer from Sears in Feb. 2015...This past Nov. 2016.. only 9 mos. old and it stops freezing....we lost a freezer full of food!!!!! Called for someone to come out to repair it (since it was still under warranty) and had to wait a week and a half before they came out...waited all day for them to show up...FINALLY at 6:30 pm that evening he shows up says it is the thermostat and doesn't have one on his truck...has to order it..and can't come back out for ANOTHER WEEK AND A HALF....part gets delivered to home...waiting for new appointment day....and wait and wait and wait...at 5pm I call and they say he is delayed at another appointment....wait until 7 pm...call again...I was CANCELLED..and they want me to make another appointment for another WEEK AND A HALF!!!! SEARS SERVICE SUCKS!!!!!! so here I am with a DEAD freezer for over a MONTH!!!!!!!!!
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Review
#981469 Review #981469 is a subjective opinion of poster.
Product
Kenmore Freezer
Reason of review
Lack of Service repair
Preferred solution
Deliver product or service ordered

Sears - Toy Review

1.0
Details
I bought a kids lean machi motorcycle for a gift for my son. It did not work i bought batteries and tried every single battery and it did not work. My son opened his gift and threw the box in the trash and i tried to return the malfunction toy and they would not take it back. The customer service rep Wendy at the Hemet location had a bad attitude as well, im calling corporate as well. Im not returning somethkng that i broke, the toy came malfunctioned. Im being penalized for it that is so wrong! It was a 12.00 dollar toy i mean really, and who saves all the boxes?? Really??? Even the manager said you have to have the box. I was pist off!!!!
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Review
#981468 Review #981468 is a subjective opinion of poster.
Product
Lean Machine Toy
Reason of review
Damaged or defective

Sears No Customer Service

1.0
Details
We ordered a Samsung dishwasher on December 8 from Sears in Lloyd Center, Portland, Oregon. Were told it was back ordered until 12/19. My husband called the delivery people and arranged for them to call him 1/2 hour before eta because he wasn't going to be home. They never did. They arrived but husband not home. Said the soonest next time was 12/24 which wasn't acceptable to us. After calling and expressing our dissatisfaction, we were told someone higher up would be calling us within 48 hours to make other arrangements. No one called. 12/23- I called the store to see what options they could provide. Manager was not willing to talk to me. Told the associate to tell me that they were not willing to install the dishwasher free of charge in lieu of us not having a dishwasher in time for Christmas entertaining. We finally got the dishwasher on 12/24 and two parts were missing! I called back and wanted to speak to a manager. The associate did not know the full name of the store manager and I was told mangers don't even come in to the store until mid afternoon. So I cancelled the order plus our credit card and still no one was willing to make it right when I called the credit card department. Again, I was told some one would get back to me.. Now I know why Sears is in financial trouble. There so-called managers are barely elevated hourly workers who have no sense of professionalism or how little it takes to save a customer....like calling back and doing something to save a customer. We will never do any business with Sears again.
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Review
#980702 Review #980702 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Poor customer service
Preferred solution
I want Sears to acknowledge what they did was not right and reprimand the appliance store manager for not speaking with me and willing to lose a customer when Sears was at fault for not calling my husband when the delivery originally was supposed to occur
Resolved
3.2
Details

Update by user Jan 10, 2017

I got a new DVD/VHS combo like I was authorized to do so. But I paid for it with my own money.

My paid warranty is not covering it at all. The authorization code could not be used.

Update by user Jan 04, 2017

It has taken well over a month to learn about my authorization code. Many workers over...

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Review
#980555 Review #980555 is a subjective opinion of poster.
Service
Sears Dvd Player Repair
Pros
  • When i worked there in 1998
  • Quality of items and workers in store
  • Great sales
Cons
  • Can not use authorization code online myself
  • Repair and warranty help over the phone
  • Sb electronics closing
Reason of review
poor service, warranty, defective
Loss
$46
Preferred solution
Find a new tv and hope the dvd will work
Tags
  • Sears Warranty And Repair

Sears - No receipt return policy that DOES NOT WORK.

3.9
Details
Today 12-27-2016 I went to return an item , I received tools as a gift for Christmas from my uncle. I went to the nearest Sears in Coral Gables, Fl on Douglas Rd and Coralway. I went to the tools department to return, but was informed that they do not accept any returns with no receipt so had me give a couple of phone numbers to finally look up the buyer finally an hour later she found it, but informed me that if I return my gift the credit would go back to the buyer's card, found that to be ridiculous since is my gift why can't I get a store credit, but any ways she said or you can get something else and make an exchange, so we did and I told I don't want him to find out because he will get mad, he has mental issues. When we finalize the exchange we are staring at the screen and it ereceipt and print or ereceipt only 2 options and we told her again we do not want him to find out, but she went ahead and pressed the ereceipt and print and now he got a notice that the item was returned. Sears has a return system that is very ***, who ever invented that system should be fired. I then so upset about my experience I call corporate and told a lady about my situation and said that the credit for the returned item will go back to the buyr's credit card, but I said is my gift, she said sorry that is the return policy and then I asked. Ok what about if the person paid with cash? , she said well we will send the buyer a check. Is this the stupidest thing you ever heard because I think so. Nothing makes sense. They should look for another system that works maybe something like Macy's.
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Review
#980544 Review #980544 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Return, Exchange or Cancellation Policy
Loss
$25
Preferred solution
Full refund

Beware Sears /Kenmore

1.7
Details
bought a new Kenmore water heater from Sears 12-2016 and had it installed it worked one week. We called them up they first told us even with the extended warranty we bought it would cost us for part replacements if it was the heating elements and trip charge. I was so up set telling them I was told we had full coverage they said we were mistaken so I wanted to return it was only a week old the said they would not take it back nor would Kenmore once sold its sold ! I tried calling corp. but they would not respond so we had no choice go with the repair . We tried talking to a supervisor but was told there was none(hmm really ) but this time they said they would not charge for the trip charge, so made the appointment but we had to go 2 days with no hot water . When the repair man came he stated out heating element was bad we replied yes that's what we believed and told them he said well sorry we don't carry them on our trucks ... Come on I requested that part we were sure that was the problem ! Well sorry he said that's why I am here to diagnose the problem and will order parts he said it should come in on Monday so another 2 days no hot water if he brought the part incase we were right it could had been fixed! So Monday no part no calls Monday evening I called Sears repair they said they ant do anything its out of their hands I stated I had family coming in out of town they never cared. I asked If I bought the part from hard wear store would they put it in they said no it had to be theirs so we had to now wait till Weds. so we had our family here and no hot water Thanks a lot Sears and Kenmore! So finally the repair man came put the part in abut never put the other part in that was also delivered to us that is also their part we were told we needed the Aluminum / Zinc Flexible Anode Rod w Outlet Fitting and that cost 49.00 not its sitting on top of the water heater were stuck with the repair man told us to just call a plumber cause he wasn't sure how to put it in but yet he told me all that needs to be done in unscrew this bolt ( he pointed to ) pull the one out and replace it with the right one ! Well come on I'm not *** if he knew that he could had done it !!!!!!
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Review
#980418 Review #980418 is a subjective opinion of poster.
Service
Water Heater Repair
Cons
  • Poor customer service and merchandise
Reason of review
Poor customer service
Loss
$600
Preferred solution
Full refund