Tenesha Pef

Sears - Customer Care Review

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We are building a new house. I purchased all of my kitchen appliances from sears. The custom cabinet maker wanted the cut out deminsions on each appliance. I contacted sears 6 times and no one could help. In those 6 calls, I was transferred several times. I even called the complaint department and was told that cut out demensions on the appliances do not exist. This is not true because I found the ovens cut out deminsions online. I still do not have the other deminsions. My advice would be if you are building or remodeling, don't buy your large appliances from sears. You will have to have cabinets made to fit the appliances and it will be impossible to locate good information.
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Reason of review:
Poor customer service
Anonymous
map-marker Clarksville, Tennessee

Just over all ***

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I'm done shopping at sears. 3 strikes and you are out. Strike 1: I had to wait 2 hours past the time i was told my oil change would be done. Never told they were short handed or anything. Just left me stewing. And to top it all off on the final receipt at the top where is says time promised to customer it said the time i got it. not the time it was promised to me so it looked like the car was returned on time. Strike 2: I bought about $400 in tools and a new tool box. It took forever for them to find the toolbox. Finally got it home and put the tools in it only to find it had been tweaked and wouldn't sit flat on all 4 corners so it teetered whenever I was digging for tools in it. I emptied all the tools and took it back to exchange it. They wouldn't take it back because it was the last toolbox like that they had. Told me it had been on clearance. I offered to give it back and pay full price on a different toolbox but they said no. Really? Strike 3: Optical. Where I live I'm very limited on where I can buy glasses. It is the end of the year so we have to spend the insurance money or loose it. I ordered 2 new sets of glasses. They are suppose to be in before Christmas. So I know how busy they can be this time of year and how things slip through cracks and phone calls not get made. I looked online and seen they close at 7pm. So I drive into town through all the *** traffic and get there about 10 minutes before they close. Whats this? They are closed already? Its only 6:50! Oh my what do I see....sign says they close at 6pm. So I drove all the way to town for no reason and now I have to fight traffic all the way home again and for nothing. Yes I could have called but still the website SHOULD be correct as much as people use it to get information they need about the store!! If I could cancel my order on my glasses and stop the payment on them I would!!! I will not shop at sears ever again. Its no wonder they are struggling to stay open.
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Cons:
  • Done shopping at sears 3 strikes and you are out
Reason of review:
my time
Anonymous
map-marker Lake Grove, New York

Mower contract usless

We have purchased many Sears items, i.e. washer, dryer, mowers. We have a third of an acre and mow between April/May until around October. Long Island has 1.5 million residents here in Suffolk county. Sears has one repairman for Suffolk. When our mower needed service under our contract we waited, and waited for the appointment. He ( lovely man) said a part was needed and he ordered it. When it came we rescheduled another appointment and again waited. We were paying to have our lawn mowed all summer. When the repair appointment finally came we had spent hundreds of dollars to keep the lawn mowed. Thanks Sears. Then...our refrigerator broke. Same situation, waited for an appointment, threw away hundreds of dollars worth of food (we buy in bulk from Costco) and again needed a part. Waited for part delivery and another date. 3 repairmen came this time! This to put in one part. Wow! Guess what? No surprise. I'm not a Sears shopper any more.
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Loss:
$550
Reason of review:
Poor customer service

Preferred solution: Reimburse me for mowing expense and food loss

1 comment
Guest

Don't even bother with sears anymore I always go out of my way to help the customers and now they tell me that I am limited to what i can do

Lanise Otf

SEARS ONLINE, not related to SEARS STORE nor SEARS PARTS/SERVICE

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Needed new washer/dryer; went online and Sears advertised they had what I wanted INSTOCK in Hilo so ordered along with all recommended accessories. 2 week delivery. It arrived w/wrong stacking kit and no left vent as ordered. They had to take items back. After several phone calls to Service and Head Office was assured venting would be looked after but even though stacking kit was available in their Parts Dept in Hilo Online had to order it and it would come 3 weeks later. I found part at Home Depot so rescheduled delivered. Talked to 3 separate service personnel to ensure venting was done. Guess what, delivery was again attemped but could only bring washer as dryer was not vented. Made calls to head office, no answer. Hilo Store said they are separate from Online. Very helpful said if I could come in and pick up part then deliver 4 blocks to store he could have it done. I am other side of Island so asked if I could pay by credit card and was told I could not unless it was a Sears Card. So now have to drive over to other side of Island pick up part (oh by the way, when I call to make sure part is available there is no answer and have left several messages) and then take part to Sears store. Beware Store is not related to Online in any way. 3 DAYS AND STILL WAITING FOR SERVICE TO CALL ME BACK. VERY UNHAPPY. Hopefully product is better than service.
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Pros:
  • Scheduing of deliver
  • Delivery people
  • Online chat was friendly
Cons:
  • Installer and customer service
  • Parts department not answering phone
  • Head office line never answered
Reason of review:
Poor customer service

Preferred solution: Have dryer vent installed asap and then dryer delivered.

Anonymous
map-marker New Hyde Park, New York

Sears service very poor

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I don't know what else to say except that I have gotten the worst service from Sears on my appliances and I'm really upset. No assistance at all no matter who I've talked to. I received my dishwasher and there were scratches on the panel. Just because I reported it after 3 days because my cabinets were not completely installed so I couldn't install the dishwasher the same day it was delivered when we removed the protective film we noticed the marks. We called Sears we went to the store I've spoken to more then 15 people and the answer was no. we cannot replace or do anything to help you.
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Loss:
$600
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Deliver product or service ordered

Tyleigh Vgi
map-marker Hagerstown, Maryland

Sears - Joe Boxer Socks Review from Hagerstown, Maryland

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Sears - Joe Boxer Socks Review from Hagerstown, Maryland
Sears - Joe Boxer Socks Review from Hagerstown, Maryland - Image 2
Poorly made socks. My husband and I buy the fuzzy socks at Sears and they fell apart already and it hasn't been a full month yet. The elastic band is poorly done as well. I guess that's what happens when things aren't made in the United States of America! Adding two photos first one may not be able to see the hole but second one where my finger is you can see (2 holes)
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Reason of review:
Bad quality
Anonymous

Sears Tv Repair Review

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Two no call no shows by repair technician. Filing complaint with BBB and Sears is in noncompliance of their contract which will lead to litigation.
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Reason of review:
Poor customer service
Francisco Kpm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Panama City, Florida

Don't buy from Sears online!!

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Don't buy from Sears online!!
Don't buy from Sears online!! - Image 2

Sears Marketplace. .Buyer Beware!! I paid S.E.G. (Survival Equipment Gear)Sears marketplace dealer. Thru Sears online site. $59.93 for a order. They sent me the wrong order. I paid $ 6.85 to ship the wrong order back. They finally gave refund of $29.99-which is only half of what I paid. SEG didn't pay for shipping. Which is $29.94 I never got my order. So they never paid for shipping. Sears marketplace states they will give you back your purchase price PLUS shipping!! They lie!!! And they wont let you put a negative customer review on their site ,for S.E.G. !! Buyer Beware!!~I won't ever from Sears again .

Order Summary

Regular Price Subtotal 148.95

Savings Before Cart

Sale Price Savings 118.96

Pre-Tax Subtotal 29.99

Shipping & Delivery

Shipping 29.94

Total Due 59.93

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Loss:
$30
Cons:
  • Never received product
  • Service and want everyone to know it
  • No one could help
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

1 comment
Guest

Don't buy from Sears.........PERIOD. The local mall store is no better.

karen R Opb
map-marker Atlanta, Georgia

Too big and fragmented to get it done right

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Great idea to have a shopping portal to sell sears, kmart and partner products. BUT when they then have software systems that don't integrate with their partners and don't appear to have any clout with their vendors and partners any different than the consumer calling in on an 800#, it is a bad thing and no wonder they are having financial problems. May have been our bad for thinking we could order a bed frame from an online vendor, but they had free shipping and it was what we were looking for. So their order system said it would be delivered in 10 days. We received 1 confirmation email that it had been ordered and would get another when it was to be shipped so we could prepare for delivery. I had the date on my calendar, went in 2 days before to look for email indicating shipment.. nothing. Logged into my account and again nothing... still said pending. Sent an online question form to the customer service and got an acknowledgement that it was received but no response. Next day, log in again to see status and see there is a tracking # even though the system says it hasn't shipped yet, just scheduled to be picked up. Call into UPS to find out the status and they say they tried to deliver a week prior but the address had an error and it was scheduled to be returned. So we jump on that and get it rerouted, only to find out once it was delivered that there was supposed to be 2 boxes...only 1 98lb box was delivered. When we called back to see if this was all there was we discovered there was a second box, with its own tracking # but it was in the comments section of the one we were tracking that had been in the Sears order record. The second 118 lb box has been sent to lost and found and since no one had called in about it in 10 days (label had been torn and UPS couldn't make out where it was supposed to go and expected someone to call and ask about it...) Keep in mind, Sears had one tracking #, and apparently there was 2 tracking #s, one for each box. Sears didn't even know this when we finally reached someone in customer service when we tried to get them to just send the box back so we would have our full purchase. So every 3 days I would call to see if they had a status on locating the box to send it back or go ahead and give me authorization to ship the 98 lb box back to get a credit. And every time, I had to explain again to the person on the phone what the situation was because they would not document it or the action taken by the prior agent, then they would tell me they would email the vendor (mind you it was Home Depot) and they would contact me in 48 hours. On the third day with no word from them, I would call again. This went on for 3 weeks with them not being able to locate the other box, or get authorization to give me a shipping authorization, or to get a credit. I disputed the charge with my bank and got the temporary refund. Finally, after I wrote a letter to every exec I could find contact info on and complained on social media, and emailed them the exec letter.... We got action... but then again...incompetence at its best. They dispatch UPS out without telling us, and they gave the same bad information on location that created part of the problem to begin with. So UPS came and went, and we wondered what happened. They used the old tracking # so customer service thought it had been returned. Irony is that when they first set it up, they suggested we put the 98lb box outside....would have been nice ot have that that box in the elements for 2 weeks. Another time we called back, she said just bring it back to the store....haha...I laughed and asked her if that really was her solution. Another 2 weeks go by of explaining they needed to use a new address and give us the new tracking # so we could get arrange for the box to be picked up. Finally it was resolved and the coffin sized 98 lb box was out of the middle of the living room. And then they went about trying to figure out if they needed to credit me, how to credit me....
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Loss:
$500
Pros:
  • Bonus points
  • That they had the product i as looking for
  • Free shipping
Cons:
  • Lack of documentation that delayed fixing the problem
  • Delivery process outsourced and broken
  • No ownership to solve problem
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous

New sears frig doesn't work. customer service sucks

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i bought a new kenmore refrig because my old 1981 kenmore had died. loved it. new one did not work from day 1. had external damage. was missing parts. took 8 phone calls but could not get missing parts. got "parts were shipped. should have been there." etc. customer service says whatever is necessary to get customer off of phone. sears actually delivered a new one that also did not work and was missing parts. sears delivered new one 2 weeks after scheduled delivery date. sears told me the frig was my problem because a month had elapsed while they were delaying delivery of the new frig. now i am told that i need to buy a extended warranty contract. that way, if the repair man fails to repair it after 3 visits, i can get a new one. not true under warranty that comes with frig. soo, now i have to hope that the frig can be repaired. i think that the frig is of a defective design. it is so new, that no one can figure out the manufacturer by the first 3 numbers of the models, including the repair man. i think that sears is going out of business because of inferior products and really bad customer service
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Loss:
$700
Pros:
  • Being able to order on internet
Cons:
  • Quality and customer service
Reason of review:
Bad quality
Jasman Tlr

Diehard Gold Automotive Battery - Group Size Ep-78 Review

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I bought a battery from Sears just over two years ago. The battery has died. It is within the stated warranty period. Sears won't replace it because I don't have a receipt. Who the *** keeps a receipt for that long? They won't do a *** thing for me.
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Reason of review:
Warranty issue
Anonymous

Outrageous

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I have been a loyal customer of Sears for more than 3 decades. I received 2 tools for Christmas that I wanted to return or exchange. Both are in sealed original packaging with a receipt dated "01-01-01". I stood at the register for 30 minutes while a manager "attempted" to refund the purchase at the store and eventually I was told to contact "National Relations". No further info was given. After contacting Sears National Relations, I was told after several days there is nothing they can do for me, maybe I should contact the manufacturer. They are Craftsman tools, sold by Sears - ridiculous. No refund, no exchange, no thank you. This is why Sears is going out of business. There is no reason to shop at Sears
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Romelle Pwf

Delivery was abruptly canceled and postponed for another 2 weeks

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Updated by user Mar 17, 2017

UPDATE: Delivery of a new washer and dryer took multiple calls and 2 more store visits. I did receive a new washer and dryer, but had to pick them up at the store.

I was able to get these 2 weeks after the original set was scheduled to be delivered. I am writing this update about 4 months after the original complaint.

The store appliance manager was helpful in the final return/new purchase and I received a discount.

I am very thankful for the items I have. However, considering the challenges I encountered while purchasing, I will not likely buy home appliances at Sears again.

Original review Nov 26, 2016
Hello, I purchased a washer and dryer at a Sears store in Torrance, California on Sunday, November 13, 2016. When purchasing, I was told that delivery could not take place until today, Saturday, November 26, 2016. I was not happy that it would take 2 weeks to deliver these items, but I was guaranteed that these items would be delivered on time. I agreed to the purchase. Last night, Friday, November 25, 2016, I received a phone call to confirm the delivery for today between 1 and 3pm. I eagerly awaited my delivery and this morning at 10:45am (Sat, Nov 26, 2016), I received a phone call from a Sears corporate office representative from Texas that explained to me that the washer and dryer that I ordered two weeks ago, would not be delivered until maybe December 9. I asked if there were other options and this representative said that I could cancel the order. I am appalled. I just spent $1400 on merchandise that was promised to be delivered today. I would happily exchange my purchase for another washer and dryer that could be delivered today and she told me that she did not have access to any of that information. She gave me a phone number to call and said that until I decided to cancel my order and receive a refund, she was going to change the delivery time on my online order. I did not agree to this but she said she could not help me further. I contacted three phone numbers (the one she offered and two others that I found online) and was sent to a Sears call center in Manilla, Philippines each time. One representative, Emily (Ref ID# 986786) told me that the best she could do was offer that a "specialist" call me in the next 72 hours. What?! This is insane. The other representative I spoke with there told me that he too could not help me and said he would transfer me to the store that I purchased for in Torrance, California. When transferred, I was sent to a voicemail that was full and consequently hung up on. I am at this point, beyond furious. I need a washer and dryer now. I am willing to pay more (although I think I should be given an easy exchange option for comparable merchandise) and just want to know what washer and dryer bundle is available now in my area. No one that I have spoken with has helped me and I am exhausted. I am going on 1 hour of waiting for a representative to call me and I have a gut feeling that this will spill into a multiple-day, if not weeks-long, waiting process. I AM PISSED.
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Loss:
$1400
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Sears - Delivery Service Review

Yep, that about sums it up. Refrigerator delivered with dents, replaced it with the wrong refrigerator, finally got it right. Three missed days having to be home for delivery. Our brand new microwave came with a dent too. Good luck actually getting a hold of someone. The entire Sears operation is based on good customer service when you buy, and then a total fiasco operation of customer service reps passing you off or conveniently disconnecting you. Solving even the smallest problem will take an hour at a minimum. Save yourself the hassle and never buy from Sears. There are too many good options out there for products and customer service.
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Reason of review:
Bad quality
Anonymous
map-marker Santa Monica, California

Sears Does Not Stand Behind their Products

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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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Cons:
  • Defective products
  • Lack of accountability
  • Sears customer solutions department
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

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