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Sears delivery & cust svc--what a nightmare

2.5
Details
Have been living through the most awful nightmare with Sears. On August 16, I purchased a very large 18000 BTU air conditioner from them. During the ordering process online, it says that delivery options would be offered on a further screen, but none are. You are forced to use UPS for delivery. And as I suspected, it was delivered damaged. Damage was found when installers came on August 18 and unboxed item. Installers told me that 9 out of 10 times, air conditioners delivered via UPS are damaged. Since they had already opened the box, I asked how I was supposed to return it. They said that upon reporting damage to Sears, Sears would arrange for UPS to come and rebox it and send it back. "Happens all the time", they said. Impossible to contact Sears all that day, August 18, as "systems down". Next day, contact their online customer service, which is in the Philipines. First they can't locate the order. In addition to order #, they need telephone number, salescheck #. I give them all this information and they still can't find it. I call back again and they find it. Now I ask you, what is the purpose of an order # if it doesn't identify your order? I ask them to send replacement for damaged machine. NO, no , no, they tell me. This is not possible. They will arrange for UPS to pick it up, which will be within 3 to 5 business days of their processing orders, and then ship it back to warehouse, again 3 to 5 business days, and then processing refund, again(!) 3 to 5 business days. What??? 3 weeks to get a refund on their damaged merchandise so I can order another air conditioner? Where is their responsibility in all this. And this is during one of the worst heat waves of the year on the east coast. I find this policy ridiculous but I am over a barrel. What can I do? They say they will send me an email confirming all this information. I wait the rest of the day. No email. Next day, 8/19. No email. On 8/ 20, still no email, I decide to call back. The first thing I am told is: "Why do you need an email? It's right here in the system that you reported that damage and that the item is due for a pickup". I explain the importance of documentation. Finally, on 8/21 I receive my email. They give me a UPS tracking number in the email that says UPS will contact me within 3 to 5 business days for the pickup. Also in the email, they tell me "...if you are still interested in purchasing a "Navigator SF24 - Urban Street Electric Bike with Lead Acid - Step-Through Version", please place a new order on sears.com or contact us at 1-800-366-3028 for further assistance." Huh??? How did an electric bike get mixed up with all this? Today is 5 business days later. I contact UPS with the tracking number they gave me. I am informed by UPS that the tracking number was cancelled on August 22, a day after Sears gave me the tracking number in the email and that they do not rebox items. So in fact, there is no arrangement to come get item and rebox it. By now I am totally disgusted with this whole experience. I wrote a complaint through the BBB website but there is nothing that can excuse the ineptitude and rigidity of Sears Customer Service. Sears needs to be more concerned with their customers than with their share price, and they may eventually develop a more booming business since I understand it is going down the tubes right now anyway. I only used them because I have come to be a fan of Kenmore products which are only sold by Sears. But I don't know how I can be de-soured of this experience with them. By the way, maybe I am a glutton for punishment but in the meantime, since it is really hot where I am, I ordered a replacement air conditioner and laid out the money on my credit card. The installers who originally came and discovered the damage said that they are sometimes asked to go and pick up items from Sears "if the customer makes enough noise". So this time, instead of ordering it by telephone, I ordered it by phone. I called my local store, thinking I was being clever and getting a real person who works in a store near me, but in fact, I got another customer service agent, although this time in Alabama. I told her I did not want it delivered by UPS. She seemed to dutifully note it down, but shortly thereafter, I get an email saying that the item would be delivered by UPS (!!!!) It shows, the customer really does not count with them.
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Review
#907822 Review #907822 is a subjective opinion of poster.
Service
Ups Delivery Service
Cons
  • Customer service
  • Return policy lousy
  • Incompetent customer service
Reason of review
Damaged or defective
Loss
$633
Preferred solution
Full refund

Sears - Kenmore Was Review from Naperville, Illinois

Had purchased a washer in May of 2016 had an issue with the washer one month later asked for a repair man to come out he stated I needed to remove the washer from the pedestal it sits on... I told him I cannot do that because my basement floods at times due to my house being located at a bottom of a hill... He said if you want it todo in out u need to do this... So I complied and it still didn't work and it rained real hard and when the tech came out my basement was wet and he put in complaint that my basement was unsanitary working conditions!!!! They then removed me from the $300+ dollars for a service agreement they removed me from!!! One very pissed off consumer!!!! Never buying from Sears again and canceling my credit cards!!!
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Review
#907814 Review #907814 is a subjective opinion of poster.
Reason of review
Poor customer service

NEVER AGAIN WILL I BUY FROM SEARS

I bought a refrigerator from their outlet store. It had a bad thermastat. Within 3 weeks it died and I lost my entire refrig and freezer! I spent alot of time on the phone making an appt for repair which the BEST they could do was 5 days later. Seemed that they couldn't care less that I would be losing all that food. Frustrating!! Then the food loss online submission. I submitted 2 x, once for my frig and once for the freezer. I called because it froze and only went to $300 ONE TIME. When I called they said it takes time to show up as a claim, so it wasn't in the system yet. I also clarified why it was tapped out at $300. Apparently I bought a refrig so the freezer is not part of any food loss. WHAT?? I just tried to follow up after a busy summer and since too much time has gone by and my online food loss was not received, I am out of luck. They sold me a defective appliance!! How sad that Sears would rather have a very annoyed customer, rather than handle this "too much time has past" issue. NEVER again. I will be reporting to BBB. Shame on you Sears. No wonder you will be Chapter 11. You lack customer service.
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Review
#907588 Review #907588 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Cons
  • Replacement guarantee
Reason of review
Poor customer service
Loss
$300
Preferred solution
Full refund

Sears - Customer Care Review from Durham, North Carolina

1.0
Details
I went into my local Sears showroom to purchase a w/d set for my new construction home. This was the second time I had been in. Around the Fourth of July, we went in and saw a set that we liked but didn't end up getting. Now they are having their Labor Day sale so we figured we would go back in and make the purchase. Especially since I was scheduled to have surgery the following week. I wanted to have death laundered sheets and clothes. The price for the same set has jumped up $300 from one sale to the next Fine whatever, we want the set we'll get it. But as we go to pay, Sears registers are down at my local location so we can't make the purchase. They send us home and call us back 5 hours later. At this time, it is not convenient to drive back to the store. So we figure we would just purchase online. Tried purchasing the set online and was getting an error message. I called customer service to help with the purchase as we really wanted to get the w/d set delivered by my surgery date. I explained what I wanted and the exact specifications. Also, since I am a Sears MasterCard user I wanted to take advantage of the 12 months no interest promotion. The rep ordered the set for me. The next morning I see that the price is cheaper than what it should be. After looking over the order I notice that 5% was taken off the order and I see nothing about 12 mos no interest. I call back up to Sears and they tell me that I chose the 5% offer and that I can't do both. I say no, that's not what I wanted. They had to cancel the order start over. But now my money is tied up with the Mastercard showing that I don't have enough avail balance to pay for the w/d set after the cancellation. By time the money will become refunded the delivery date will be when I am in the hospital for surgery. I spent an hour on the phone getting no where. Why couldn't they correct the money or order on their end?! Is this how you treat your valued customers & MasterCard holders? What a waste!!
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1 comment
ArchS
#1203698

*fresh

Review
#907131 Review #907131 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service

Short Review on August 25, 2016

I bought 4000 dollars worth of product from Sears I had to buy a pigtail to go with my outlet I bought the wrong one and u tried to exchange it . It had been longer than 30 days and they would not take it back it was still in the wrapper and they would not take it back even for an exchange I will never shop with you agin .
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Review
#906951 Review #906951 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy

Sears in Exeter, New Hampshire - Unfullfilled warranty service

We bought at tv from sears and purchased the extended warranty. Tv has been shutting itself off after just over a year. We have had repair guy from sears out a few times each time without resolution. We have had the past 3 service dates cancelled by sears last minute...several days lost from us from work. I seriously think they are just pretending to fix something when they are here and cancelling dates just to push time out until warranty is out. Will NEVER buy anything at all from sears again and will tell everyone I know not to buy from them either. Already posted warnings on facebook.
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Review
#906591 Review #906591 is a subjective opinion of poster.
Service
Sears Tv Repair
Reason of review
Poor customer service
2.4
Details
Sears - Top Loading Washer Exploded & Customer Service from ***
Sears - Top Loading Washer Exploded & Customer Service from ***
Sears - Top Loading Washer Exploded & Customer Service from ***
On August 1st I was washing some sheets. The machine became unbalanced and instead of turning itself off, exploded, took out part of the wall, took out the dryer next to it. It literally blew it's top off. Many friends describe it as looking like someone dropped a...
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Review
#906390 Review #906390 is a subjective opinion of poster.
Product
Kenmore Washing Machine
Cons
  • Company would not even acknowledge that there was a recall
  • Lack of professionalism of staff
  • Every aspect of the company since the incident
Reason of review
Damaged or defective
Loss
$1200
Preferred solution
I want the washing machine replaced without further headache and the dryer either replaced or repaired. We will take care of the damage to the home.
Tags
  • Sears Recall
  • Exploding Washing Machine

Sears - Kenmore Water Heater Review from Pismo Beach, California

1.7
Details
My water heater failed 8 years before the warranty is up. I called Sears service department. It took 3 days for someone to come. He was late. Then they didn't have the part that was needed to fix it. The technician said he would expedite the part, but it is 5 days later and still hasn't come. I have now been without hot water for 9 days. I have called at least 5 different Sears phone numbers, and mostly I was put on hold or talked to by some Indian person who had no desire or ability to get the part or technician here sny faster. Also talked to the store manager, who also was unable to get someone to fix the problem. Oh, and did I mention that they say the part is under warranty, but the labor to fix it is not? Still no working hot water after 9 days, and no clear date when it will be fixed.
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Review
#906090 Review #906090 is a subjective opinion of poster.
Product
Kenmore Water Heater
Reason of review
Warranty issue

Sears is the worst place to buy anything

Bought a Samsung washer and dryer from Sears. Within 1 month, the washer flooded our floors and stopped working. Had the technician out 5 times with an additional 5 missed appointments with no phone call or any notification that the technician would not arrive. Called Sears many, many times with no resolution of problem. Got rid of the washer and bought a new one at another store, of course different brand. Will NEVER buy anything at Sears again. They are the absolute worst!! Their downhill slide is obvious. We just bought a new home and will be purchasing all new appliances.....but never from Sears....they deserve all the complaints that are recorded.
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Review
#905912 Review #905912 is a subjective opinion of poster.
Product
Samsung Electronics Washing Machine
Reason of review
Bad quality

Sears in Seattle, Washington - Water damaged on my brand new home

Bought refrigerator, washer and dryer from sears. The delivery team that delivered and installed failed to do the most standard and basic thing on installing a washer, they failed to apply or check that the hose for the hot and cold line did not have a rubber gasket. This happen late may 2016 after we have moved in. Two weeks later, my wife almost slipped on the floor from the water leaking from downstairs ceiling. I thought it was an plumbing issue, because it was a brand new home, so I contacted the builder and they came out right away to assessed the situation. They found out that the water was coming from the hose line where it was connected on the faucet. When they found out Sears had installed it they left. I contacted Sears, explained what had happened and there claims department put the blame on the delivery team. They said she will contact them and they will get back with me. I understand that it was their delivery's team fault, but it was still SEARS contractors, why do I have to deal with the delivery team that they contracted. I should have gotten reimbursement from Sears and they should of came after their own delivery team. I decided to have my ceiling fix out of my own pocket, since I know It wasn't going to be fix in a timely manner, after waiting couple of weeks. Who wants to walk in to their brand new home and have to see *** in the ceiling everyday. Contacted by XPO logistics which was the delivery's teams claims department. After all the evidence was presented, a Mr. Vega a rep stated it will be 7-14 business days for my reimbursement. 22 business days later no check, so I decided to email him back. He looped the issue to a manager and got back to me, with an apology, stating my claim has been suspended due to incomplete info, mined you these guys has my full contact information. Why was I not contacted to let me know what was going on. I was again looped to another claims manager and told me that they will have to send out a released form before they can released the money.. Again I asked on the email, why was I not made aware of this released form from the beginning, no explanation. I got the released form on my email and reviewed it. I emailed them back few times and told them that the amount on the released form they reimbursing me was inaccurate. Days later no reply.....So hear I am it is now 8-21-16 and still no contact back from XPO and still waiting on the revised released form.... How frustrating... Oh and I forgot to mention the Delivery Team Company, it is Borthers Delivery LLC. All I have to say is I believe in karma, these guys never even contacted me to apologized for damaging my brand new home.....I will add photos and and videos later on...
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Review
#904636 Review #904636 is a subjective opinion of poster.
Service
Sears Washing Machine Installation
Reason of review
Problem with delivery
Loss
$1563
Preferred solution
Full refund
Tags
  • Dishwasher leaked