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Sears Customer Care Review

1.0
Details
Customer service is NON EXISTENT!!! They don't honor their warranties they argue about everything. Their products are garbage. No wonder they're going out of business!!
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Review
#945251 Review #945251 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Warranty issue

Sears - Customer Care Review from Quinton, Virginia

Purchased $4,000+ in appliances for new home. Condenser went out on fridge and they reluctantly fixed it. It went out again and they refused to do anything for months. I threatened to go viral and they finally "discovered" that I was entitled to blue ribbon customer support. Two months later it was fixed after much foot dragging. I will spend much more on appliances, if I can get decent customer service. Never again at Sears. Nice appliances, but they aren't worth the trouble.
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Review
#944841 Review #944841 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service

Sears - Protection Plan Review from Louisville, Kentucky

2.2
Details
I, Randy Hanks, bought a kenmore vacuum from sears back in 2011. I have paid for protection plan on my vacuum, juuust in case something happens to it. I have used it 2 times, for what turned out to be simple fixes. I called today because i havent received my renewel. THEY SAID THEY HAVE DECIDED TO NO LONGER PROTECT VACUUMS ( also countertop microwaves & sewing machines) soooooo u mean to tell me that i paid all this extra $$ for a kenmore WITH A PROTECTION PLAN && u just decide to NOT protect them any longer?? What the actual *** is going on here?? I am HEATED!!!! There is nothing they can do about it. Well i will bet ur *** that i will no longer shop at Sears. They just raw dogged me on my vacuum & i can assure u they will not get anymore of my $$$, ill be saving it to buy my next vacuum when this 1 breaks.
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Review
#944462 Review #944462 is a subjective opinion of poster.
Product
Sears Protection Plan
Reason of review
Not as described/ advertised

Item Return for Credit on Sears Credit Card

I tried to return a pair of jeans just for credit on my sears card. Was told it was over 30 days and nothing could be done. NO credit NO exchange. Not only did these jeans have all the tags INCLUDING the Sears tag, but I had my receipt. The woman at the counter was rude with an attitude. I did not know about the 30 day rule - I assumed Sears would honor the sales ticket and the jeans were being returned in the condition just as they were purchased. Am contemplating ever shopping there and will probably cut up my credit card. The interest rate is *** high anyway.
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1 comment
Anonymous
#1233370

I had the same issue! I just wanted to exchange it for a different size.

It was only a little over a week of the 30 days and they still have the same suit I need to exchange. This is beyond ridiculous.

All of the rude costumer service agents should start looking for a new job. I can't imagine they will be in business too much longer.

Review
#943951 Review #943951 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Return, Exchange or Cancellation Policy

Avoid Sears Home Appliances - Worst Customer Service Ever

1.0
Details
After 15 phone calls w/ Sears spanning 3 months – from when I first placed my order – I have appliances that didn’t match the order specs AND have not received a refund for an exchange order that also didn’t match the order specs. I have probably spend 30+ hours on the phone w/ Sears and documenting my communications with them. Sears call system forces you to speak with a different agent each time. In my situation, this has meant re-explaining the increasing history of Sears agents telling me that they “understand my frustrations, and will take care of me”. Either they are lying, or someone higher on the management chain is intervening and falsifying notes on my order. I understand if this sounds unbelievable – before this order I wouldn’t have thought this was even possible. But in every communication with Sears (15 different agents), Sears has set expectations that did not come pass as truthful. If you’d like to see details of the train wreck… 1. Ordered a stackable washer & dryer (over the phone). Agent confirmed that the delivered appliances would be set up to fit the nuances of the installation location (need left-opening doors, as w/d will be in a corner of a tight space). 2. Contacted Sears twice before the delivery, to ensure that the delivered appliances would be correctly configured. 3. Upon delivery, the appliances were not properly configured. Delivery guys said that a Sears service guy would have to come out and switch the doors. So we accepted delivery. 4. Called Sears. Turns out that the doors were not reversible after all, and that I would need to exchange. 5. Placed 3 calls to Sears (spanning over two weeks), requesting an exchange. In each case, I was told an exchange specialist would call within 2 days. I never received a call. On the last call, I was told this was because I refused to provide my credit card number (even though exchange items were never discussed). So they wanted me to pay to talk to an exchange rep. Huh? 6. Filled out a complaint online, and received a call the next day from a Sears rep. We identified exchange options, and placed an exchange order. It cost an extra $550 (as the exchange items cost more than the originals). I never received an exchange order from Sears, though my CC was charged. 7. The exchange items arrived, and… the washer & dryer were not set up correctly (left-opening doors). This time, I declined to accept delivery. This is now 6 weeks after the initial order. 8. I called Sears to cancel the exchange order. I am beaten down, and while the w/d are hard to access I just want to be done with Sears. Was told I would receive my $550 refund within 10 days. 9. After two weeks and no refund received, I called Sears to inquire on the status of the refund. Was told that the exchange order wasn’t cancelled. But again, a calm soothing voice told me they “would take care of it”. This time I even received an email confirming the refund amount I would receive within 5 days. 10. 6 days later, I called Sears to inquire on the status of the refund (still not received). After being handed from rep to manager to case manager, I was told that the refund indeed hadn’t been issued and that the situation was “escalated” to the processing department. They will call me. Based on past experience, I will not get the promised call. And I will call Sears again, explain the situation, and be told that "this time it will be taken care of". And it won't. And I'll repeat this cycle until some magic happens or Sears goes out of business. So, after 3 months I have a w/d that don’t match what the first 3 Sears reps “confirmed” and are inconvenient to use. And I haven’t received the $550 refund for the cancelled exchange order (remember, I didn’t take possession of the exchange items). And I’ve wasted tens of hours trying to get this rectified. I won’t ever, ever order anything from Sears again.
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Review
#943874 Review #943874 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Lack of communication on status
  • Service
  • Employee knowledge
Reason of review
Poor customer service
Loss
$1750
Preferred solution
Full refund
Tags
  • customer service liars
  • Customer service lacking
  • Scam
  • Refund Not Processed
  • Corporate Crime

Sears in Sewell, New Jersey - Defective refridgerator and repair service

1.4
Details
Bought a Kenmore Elite refridgerator 18 months ago.Freezer stopped working, manual said to call a number for trouble shooting.Fridge has a system that will send signals by your phone to their computer and then give you info on what to do.Called and was told fridge was 6mos over warranty and they would not help me and told me to make a service appointment.They also tried to sell me an appliance warranty for $480 a year, said if I used 2 times I would get my money's worth.I made an appoitment and given a window of 1pm to 5pm 4 or 5 days later'.Waited until4, went on line and they changed my window until 545pm to 745pm.They have your phone number on line and say they will call if there is a problem.No call came.cancelled my appointment and will be calling a local business that cares about their reputation
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Review
#943289 Review #943289 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Cons
  • Every aspect of the company since the incident
Reason of review
Bad quality, poor customer service
Preferred solution
Let the company propose a solution

Sears - Customer Care Review from Allentown, Pennsylvania

2.0
Details
I recently purchased a garage door opener from sears. Paid for the installation to be done plus a warranty. I was contacted by the install team and was told my garage door install will be done on Saturday. Saturdays came no one showed up. I called and couldnt get in touch with the installers. I was only able to get in touch with customer service. I was then told i couldnt reschedule because they couldn't get in touch with the installers. Ive been calling for about 4 houra trying to get help and only got in touch with rude customer service. when I asked to speak with a manager i was placed on hold and the hung up on. Bottom line my garage door is not installed nor do I have a new appointment.
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Review
#942469 Review #942469 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service

SEARS DELIVERY NIGHTMARE!!!

We were given a delivery window of 9:45 - 11:45am. No shows. Called delivery tracking service at 12, 1, and 2. Each time they gave us a line of *** that we were next on the list. This was the only day off I had from work this week. Needed to run a bunch of errands, but now my entire day was blown. At 330, they cancelled the delivery. AND HERE'S THE CATCH!!! The cancelled because that morning (THAT MORNING) when they loaded the fridge into the truck, they noticed it had severe damage and wouldn't be delivering it. They didn't let us know that until 330pm??? And the delivery tracking service just spewed a bunch of lies about them being on their way. (I'm sure the phone ops didn't have the info, but this just proves how archaic and worthless Sears' delivery service is!) We are cancelling our order and going with Lowes. (and we aren't getting a new fridge for kicks. Our other one died. So thanks to Sears we are now without one for going on two weeks. )
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Review
#941521 Review #941521 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery

Sears.com and Sears home Warranty - Horrible Customer Service - No Accountability!

2.1
Details
I could spend hours telling you my multiple Sears.com and home warranty horror stories but I don't think it will help the average customer. Suffice it to say it boils down to this when dealing with sears customer service: 1)The left hand doesn't know what the right hand is doing, 2)They don't give extension numbers out so you can NEVER find the person you talked to, trying to speak to a manager or supervisor is even harder and they usually DON'T call back, 3) Sears people often lie to you to get you off the phone, 4) Some people you talk to are friendly others argue with you like the one today 12/21/16. 4) You can tell the sears customer service jobs have been shipped overseas-always an Indian or Pakistani to speak with. Those jobs should stay here! One time I tried calling the corporate offices to speak to the President, vice president, manager of operations (after two months of a broken dryer), left messages - no calls or follow up. I have a sear home warranty as this is the only company that comes out to fix stuff anyway under any warranty. The are poor at best having to call them out 2-3 times to fix the same problem over and over again. Sears makes GREAT tools and many many years ago had good customer service, now they are a shell of a company with the animals running the zoo with NO OVER-SITE. YOU SHOULD BE EMBARRASSED SEARS! SHAME ON YOU.
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Review
#940883 Review #940883 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Poor management
  • Poor management response
  • No extension numbers
Reason of review
Poor customer service
Loss
$3000

Sears Shipping Service Review

1.8
Details
No one answers the phones. The site is always down Waiting on 2 darn wire shelves for 3 weeks. Ill never buy from sears again.
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Review
#940406 Review #940406 is a subjective opinion of poster.
Service
Sears Shipping Service
Reason of review
Order processing issue