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Sears review: Horrible horrible customer service and website

2.6
Details
I placed a $200.00 order (Order #840814926) and have to tell you what your company members are doing. First off several of the items I ordered and still being charged for were canceled via the website due to not having the items in stock. The website sells tons of stuff they do not even have! When the shipment arrives several items were broken due to being thrown in a huge box 5x’s the size of the items with ZERO packing peanuts or any other form of padding. Also several items I bought never even showed up yet they say there were! Instead of those items they took it upon themselves to literally substitute with sub par items that were not even close or like what I ordered. For example instead of the big multi colored tree topper bow I got a small package of 6 mini silver bows. Seriously? Instead of a wooden tree decor item they gave me some stuffed snowman on a bench. Seriously! Then 5 items were not even in the box like they show on the invoice were! I have called customer service 5 times overseas (thanks for that nightmare of outsourcing) and they are rude and tell me the same line of BS. It will be elevated to a manager and they will email me back in no less than 48 hours. Weeks have gone by and no email including in my spam folders. Horrible horrible customer service and website. Natasha Walker
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Review
#993285 Review #993285 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Non delivery of service promised
  • Sells items online they do not even have to sell
  • Sends broken items due to poor shipping
Reason of review
Problem with delivery
Loss
$200
Preferred solution
Full refund

Sears review: Botched

2.9
Details
Bought an LG fridge online but wanted to upgrade to a different model that was slightly more money. Cancel order & buy the next better item, no problem right NOT! Called online order & talked with someone who could not speak or fully understand English. This was 1st problem. Told them I wanted to buy a different model and that I wanted to cancel original order. I also asked: Will this tie up money on my credit card or can you just release the money back so that I can buy the next model. This was 2nd problem. I was told: This not a deal(?) we not hold money(?) you buy new fridge with us(?) This was 3rd problem. So I cancelled order and was told: You refund money in 5 to 10 days. What the heck is this(?) This is not what I was told or led to believe. Do Not Buy Online!!!! What country are they in? This is why it is being said: Keep USA jobs in America! In the end, I did buy (In the store), a better fridge and the salesperson was a GREAT help. He went above & beyond to make a bad situation a pleasant one. Thank you to the sales rep who worked in America, Spoke English, & fully understood English. I have learned a lesson the hard way. NEVER use Sears Online, Bad, Bad, Bad.
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Review
#992384 Review #992384 is a subjective opinion of poster.
Pros
  • Store rep extremely helpful
Cons
  • Online not understand english and lie
Reason of review
Poor customer service
Loss
$1472
Preferred solution
Allow Store to cancel online order & transfer money to other purchase
Tags
  • Online Idiots

Sears Does Not Stand Behind their Products

2.4
Details
Sears does NOT stand behind their product. I have believed in Sears for years as being an outstanding company. I purchased a Kenmore (Sear's brand) fridge from Sears and there is a 'manufacturer defect' on this model. Sears came and fixed the problem then 6 weeks later, the same problem occurred. They will only offer to come 'fix' the same problem the same way again even though their own repair techs say it will keep happening because the parts are defective. I am so upset with Sears for not taking care of this problem with a FINAL solution. Sears says it is the manufacturer's issue (Kenmore/Sears product) which the guts of the fridge is LG manufacturer. I spoke with LG and they say this is a Kenmore product so Sears is responsible. Yep, both pointing the finger toward each other! My opinion is that SEARS should stand behind their products and not make the customer do their work. I should not have to keep fixing this problem when their own techs say it will break again and again if they use these same parts. UGH! I am so upset with them. I wish they would try to keep living out of a cooler while the parts get ordered (1 week for them to come in), 2 repair trips - one for the techs to tell me the same problem and the other when the parts come in! In 6 weeks I will have to do it again. Is Sears rolling the dice that I will get past the 90 warranty on parts and then I have no recourse with them?
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Review
#992034 Review #992034 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Cons
  • Lack of accountability
  • Sears customer solutions department
  • Defective products
Reason of review
Damaged or defective
Preferred solution
Let the company propose a solution
Tags
  • defective products

Sears review: Master protection plan-repair kenmore elite refridgerator

Bought a Kenmore Elite model bottom freezer double door fridge a year ago. Worked great up until about a month ago. Now running so loud we can hear it when we are lying in bed upstairs! I call for repair service, as I have the Master Protection Plan, that I paid $544.00 for and they have some "pre-diagnostics" they do over the phone and said that its 'normal for a fridge of this age (so old-1 year) to sound loud, and they can't send a repair person out for it. Really? So I wait for a week, and now the thing is running louder than ever and an odor of burnt plastic is detected. I call again, get the "Pre-diagnostic" person and she asks me if its just the smell of plastic , because thats normal and we can't send a repair person out. I finally convince the lady on the other end that its loud and smell like its burning!! Got an appt. now today they send email to tell me its not on the day we decided on but the day I work..I am soooo upset with Sears and their repair service. They won't tell you if they are stopping by in morning or afternoon, just 8-5p..and they expect you can just sit there all day waiting on them..please take the paying customers schedule into consideration. If treated with concern we may repeat our business with you , Sears, but they way I've been treated and others I've read here, I can see that's not your concern. It leaves us frustrated and not sure what to do..why should we get repair services outside our contract , when we paid so much for your Master Protection plan. Shame on you Sears!
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Review
#991989 Review #991989 is a subjective opinion of poster.
Product
Sears Master Protection Plan
Reason of review
Poor customer service
Preferred solution
To have the appointment for my repair on the original day I decided upon in the first place..not someone mistake date

Sears - Refrigerator Review

2.0
Details
I bought a refrigerator and protection plan for approx 5,000$ and it doesn't make ice, freezer doesn't freeze and fridge is barely cool! The repair man has been here six times and it still doesn't work. One more time and I am supposed to get a brand new model! Problem is I have not had a fridge freezer or ice maker since the beginning of August (it's now january15) Because I live in a rural area I will not be scheduled again for another 2-4 weeks. I think the fact they have let this happen for this long I have taken 7 days of vacation from work and they have not done anything more aggressive is bs
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Review
#991548 Review #991548 is a subjective opinion of poster.
Product
Refrigerator
Reason of review
Warranty issue

Sears review in Maryville, Tennessee: Delivery service is terrible

3.3
Details
I bought the washer Saturday and advised him I need an evening delivery time. Received a call after 6pm Sunday saying the washer would be delivered between 8:40 and 10:40 a.m. THE NEXT DAY. Totally unacceptable notice for delivery. When I called to change delivery time, I was told initially that was impossible. When I told her I had just received notice less than 10 minutes earlier, she offered me Saturday delivery....5 days later. REALLY? There are no times available after 5pm during the week? Beware the "outlet". They up the original price to claim a 40% discount. The outlet price was not even $20 less than the non-scratch and dent model. Did get a decent price at the Sears store, but now I am unable to get it delivered for nearly a week.
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Review
#991525 Review #991525 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Poor delivery option after item purchased
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered

Sears Roof Repair Review

4.2
Details
Waited too long for appliance repair
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Review
#991121 Review #991121 is a subjective opinion of poster.
Service
Sears Roof Repair
Reason of review
Poor customer service

Sears review: Service a 1year 2 month refrigerator

I called sears service my refrigerator the refrigerator light was blinking' service test came to the house charged me 99.00 for visit. He opened refrigerator .Typed into computer the problem and result is I needed to replace the light in refrigerator.He ordered the light he didn't have it in his truck. that part was 115.00He also charge me for him diagnosing in his computer 110.00.Come on 300.00.And I have to get service test back to the house to install the part for 99.00 for install.never again will I ever buy sears appliance. I went onto you tube and installed the part myself..I understand why they are loosing their customers.
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Review
#989972 Review #989972 is a subjective opinion of poster.
Service
Refrigerator Repair
Reason of review
Poor service and repair.Why are we getting ripped off using sears subcontractors.
Loss
$300
Preferred solution
Let the company propose a solution
1.0
Details
Similar Issues?? Reach me at yost2@hotmail.com 1) Per Exhibit A, I purchased a Kenmore Elite Refrigerator, Model 79572053110, on August 13, 2011 with delivery and possession happening in early October. Although the refrigerator was expected for delivery in...
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Review
#989849 Review #989849 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
Warranty issue
Loss
$4000
Preferred solution
Full refund
Tags
  • Small claims court
  • repair failed
AND THEY WONDER WHY THEY ARE LOSING CUSTOMERS...Ordered a dishwasher with connecting hose. Connecting hose did not come on delivery truck. Called customer service and was told I would have it in two days. Two days later I was told it was another week out. It's not that...
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1 comment
Anonymous
#1269742

Shop the independent stores - fantastic service - the old adage is true, price, service and quality. The independent stores offer all three.

Review
#989498 Review #989498 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered