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Innovel aka Sears and INTENTIONAL Corporate Policy to FAIL and REFUSE to honor insurance policy COMMITMENT to repair or replace.

1.0
Details
After the third stated "successful" repair on my Kenmore refrigerator, which was in fact entirely unsuccessful, I began to complain to Sears. I had purchase their insurance policy based upon an express promise of prompt repair, or payment of policy benefits. After daily telephone calls and letters between May 23, 2016 until present, the inability and refusal of Sears and its several associated enterprises is well documented. Last week, I officially requested that the full policy coverage of $700.00 be paid. Sears and its entities have ignored my repair and repayment requests. Because of the consistent failure and refusal of Sears to perform, the only conclusion is that this is matter of INTENTIONAL Corporate Policy. After 12 weeks, i was forced to purchase an alternate replacement refrigerator. Today, after multiple reroutings, I was advised by head of the Policy Benefits Administration in North Carolina that I should sue Sears and the Sonoma County Sears Store Manager, Myron Shepherd, as the local Sears representative.
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Review
#862336 Review #862336 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
refusal to honor contract re insurance policy
Tags
  • Electric charge
  • sales person
  • Sears Poor Customer Service
  • appliances sears
  • Unproper repair

Clothing Review

Return policy! Store says no refunds/exchanges or store credit after 30 days per corporate. I called corporate. They say that is not there policy. Who is lying?
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Review
#861775 Review #861775 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy
1.0
Details
8 years ago I recieved a 32cc *** wacker from my mom for christmas. I didn't want to tell her i already had the same one, so i decided i'll store this one,till mine finally quits working. well mine still works fine .A new couple moved in next door, and for a house...
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1 comment
Anonymous
#1173879

really???! 8 years?

who cares if it's still in the box! people like you are the reason retail blows.they have to keep making more and more rules as idiots try to exchange/return/remake the store repair things from YEARS ago.

their IQ must have seemed so low because they were trying to think of something other than "you bought it how long ago??" to say.

Review
#861608 Review #861608 is a subjective opinion of poster.
Product
Craftsman 32cc 2 Cycle String Trimmer
Cons
  • Terrible customer service
  • Sears customer solutions department
  • Lack of service
Reason of review
Poor customer service
Loss
$200
Preferred solution
Let the company propose a solution

Sears Riding Mower Repair Review

Bought a 54 inch deck lawn mover with full warranty. This is the second time for the same problem. Takes 2 weeks to get someone here to fix it while 5 acres of grass continues to grow, Only to have them not show without notice and tell me it is going to be another 2 weeks! This is ridiculous! Very poor customer service.
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Review
#861094 Review #861094 is a subjective opinion of poster.
Service
Sears Riding Mower Repair
Reason of review
Poor customer service

SEARS WATER HEATER WARRANTY ISSUE

1.0
Details
SEARS WATER HEATER WARRANTY ISSUE
SEARS WATER HEATER WARRANTY ISSUE
SEARS WATER HEATER WARRANTY ISSUE
Recently my Kenmore water heater that was purchased in February of 2013 stopped working. After some simple triage steps I was able to determine that the honeywell gas valve was faulty. Like the rest of you, I had to call on Thursday to have a sears technician has to come out to diagnose the my faulty honeywell gas valve for a convenient 89$ before they would order and "warranty the defective 3 year old part. I think this is a crock of *** but that is a whole separate discussion. A technician by the name of Richard shows up on Friday and confirms that it in fact is a faulty gas valve but also notes, he has to install the part for a $180. When I tell him that was not what Sears had told me over the phone, he simply packs up his stuff and leaves. I then called Sears to figure out if the installer does in fact have to install it and it is confirmed that they do not require the installation by their technician. I was told by a warranty rep that because the installer wouldn't order the part or leave me with one, they would be ordering the part and it would be rush delivered to my house. When I call on Monday to check on the status of the part order, it was no where to be found. Now they have to send out another technician on Tuesday from 1-5 to triage the same exact thing and order the same exact part that was diagnosed on Friday. To complicate things to the nth degree, my wife is 8 months pregnant. I don't assume Sears will contact me or care about this whatsoever but i did want to document it for the rest of you that are even thinking of walking into a sears to purchase a new appliance on sale, screwdriver set, or even a toaster oven, that is "covered" by the all mighty sears warranty. On the plus side, Sears has left plenty of room for improvement if they don't go out of business first. Disgruntled Customer
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Review
#860722 Review #860722 is a subjective opinion of poster.
Service
Sears Water Heater Repair
Cons
  • Kenmore
  • Warranty
  • Customer service
Reason of review
Poor customer service
Loss
$200
Preferred solution
Deliver product or service ordered
Tags
  • Sears Worst Customer Service
  • Sears Warranty Repair Problems
  • Water Heater Warranty
  • Honeywell Gas Valve

Sears in Newberg, Oregon - Unethical, maybe illegal

1.9
Details
Unethical and probably illegal. I bought a through-the-wall air conditioner yesterday at 10am. It was boxed and had strapping around the box. When I got home I removed the old Kenmore air conditioner that wasn't working (we bought an old house, not sure even how old it was) I saw it was double the BTU's of the one I just bought. I called the store multiple times and never got a human to answer. I kept getting transferred to the department then disconnected. So I took the unit, still in its original box with factory strapping, back to the store. I had read all of the paperwork that came with the purchase and nowhere was there a return restriction, and I was looking to exchange it anyway. The clerk in the loading dock immediately told me they don't accept air conditioner returns. After waiting for his manager, who saw it hadn't been touched, she took it in and gave me a returned ticked. I had to go to the department for the return/exchange. Everyone gave me the exact same story about not accepting returns on air conditioners. It was now 7 o'clock on a Saturday evening and of course no one in authority was in the store. LONG story short ... after having a bit of a stubborn fit and insisting, I was able to make the exchange. Whilst ringing up the exchange I noticed the posted return policy on the counter next to the register. They clearly state you can return anything in the department so long as you have the original packaging and all the parts. Unethical management at best, probably illegal at worst. Sears' "Satisfaction Guaranteed or your money back" is clearly as dead as Sears is likely to be. Sad.
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4 comments
Anonymous
#1173882

their return policy says vaccines, air purifiers, air conditioners.... can't be returned after opening.

whether you use it or not

but I'm glad someone lost their job just so you could return somthing. Cuz that's what happens.

do a return you weren't supposed to, lose your job. Stop *** at the poor people at the bottom of the totem pole and take it where it matters.

Anonymous
#1173990
@Anonymous

That is not the policy that is posted on the wall and I asked 3 times to speak to a manager. If someone lost their job it was on their shoulders.

Anonymous
#1171460

Are americans really this ***?

Anonymous
#1171463
@Anonymous

What does that mean?

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Review
#860319 Review #860319 is a subjective opinion of poster.
Product
Kenmore Air Conditioner
Pros
  • Location
Cons
  • Abominable customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • Customer Service and Delviery
  • POOR MANAGERIAL SERVICES

Sears FAIL on purchase of refrigerator

I decided to order it online since I am 3 states away. I found the website very frustrating and trying to determine which ones had glass shelves. On some ads it was in one place then on the next it wasn't so there is no consistency. Also I was trying to use a discount code and I couldn’t get it to work so I called and spent 2 hours (combined) of vacation time on the phone trying to sort it all out. They ended up saying it was easier to cancel the purchase than to try and alter the order. So they cancelled it and I had to resubmit it again. When I went back in I must have clicked on the wrong one not surprised. But, again it is very hard to tell from the pictures and even harder to tell with the scattered wording in the text on your website which one was the correct model. Part of this blow were my Mom's notes. Whirlpool Refrigerator delivered today, June 2, 2016, at 9:00 am. Nice delivery guys. They were careful. MODEL : WRT108FZDB01 SERIAL NUMBER: VS60964430 I saw that it has wire shelves and I told Angela that. Angela called to get it exchanged it for one with glass shelves. Person called, could hardly understand, and said delivery would be August 4th. Person in Philippines. Two months ?! She gave me a number 1-800-732-7747 to see if one could be delivered sooner. I called the number, could hardly understand, also in Philippines , and she said it would be August 4th. I called Meadowood Mall Sears, 829-6200, and spoke to Kip. He said he didn’t see why it would be so long either. Said there was a model that was regularly $899.00 but was $699.00 and it could be delivered sooner. We talked and he said he’d call back after I talked to Angela. I called Angela to tell her the situation. She gave me the number 1-800-349-4358 where she talked to Eve. I called and no Eve but I talked to Rosette, also in Philippines. Same results. No reason given for a two month delay but that was it. Kip then calls back and we examine ones available on sears.com and he looks at the original order and all. Results are the refrigerator will be delivered August 4th. Black, no ice dispenser, glass shelves. No shipping charges. Cost $651.33. He said the original order showed shipping charges of $69.00, which shouldn’t have been charged. 6-3-16 I called 1-800-349-4358 talked to Ersa then to Katie (case manager) I told her I talked to Eve on 6-2-16 and we had arranged to have the correct refrigerator delivered. Eve said someone would call and have them swapped out. Apparently there was a mix up in the notes that Eve made on the account. She said that it was just going to be the replacement shelves. I told her that Eve told me that they could not do it and to swap it out with the other model that had the glass. Katie said she needed to check with her dispatchers and she got back on the phone and said that they would be there on Saturday 6-4-16 I was surprised and happy that she was able to finally get it all straightened out. She said they would be there to pick it up and they would call before they got there. I confirmed that they were going to bring the new one right? She said no. I said ok well please just put it on hold so I can call a different company and see if I can find a refrigerator that could be delivered that soon. She gave me what she said was the “hotline” number 1800-349-4359 which was not a hotline number it is just the online return number. So I scrambled to find another fridge so my Mom does not have to go without one for nearly a week. I finally found the perfect one at Home Depot for much less price and they will be delivering it next Friday. I called back the “hotline” number and ask if they can pick up the return on Friday and they said “it looks like you have an order that will be delivered August 4th. I said no… this is to pick up the refrigerator for return ONLY. Mix up after mix up, miscommunication, sub par web design (my opinion) and questionable customer service. I am so surprised and shocked that instead of solving the problem that your representative just basically said – “fine we will just come and get it” It is unbelievable to me what a cluster it was to deal with Sears. My Mom, my family and me have all been lifelong customers and we have never had such a terrible experience. And after all of this the resolution is not to find the correct the problem with the refrigerator but to just come and get the fridge and leave a very unhappy, frustrated customer to find another refrigerator from another company. Thank goodness for HOME DEPOT because SEARS FAILED us completely on EVERY LEVEL. In 2014 Sears has 793 stores in the US, Canada and Mexico. Are you seriously telling me that in all those stores that you could not find one 18 cu foot refrigerator (black) with glass shelves in less than 2 months? The earth is 24,091.55 miles around divided by 65 miles per hour. Leaves 383 hours or 15.9 days. So are you telling me that I could drive around the world 4 times before you could remedy the situation? My Mom needs a new washing machine, I need a new dishwasher and believe me Sears is the last place we are going to go when we buy them. I frankly am ashamed of how you dealt with the entire situation. Sears used to be the standard that everyone else had to live up to – but now honestly I can see that you have let everything go downhill in an epic way. I am going to send this letter to everyone I can imagine. You need to correct the way you deal with customers. Otherwise you will be a part of the past and not a solid company anymore. Sears has obviously gone down hill over the years - and I can see why now. A very unhappy customer, Angela Borgen
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Review
#860293 Review #860293 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Terrible customer service
Reason of review
Order processing issue
Loss
$700
Preferred solution
Let the company propose a solution

Sears in Middletown, Pennsylvania - Poor service at register

i purchased three clothing items (after driving 24 miles RT) only to find when i arrived home that two out of three of the items still had the security clamps on them. there is no email contact on sears.com, and four out of four 800 numbers i called all gave me the same answer. closed. doesn't even specify hours to call back. just 'try your call again later.' did live chat & got a customer service number, & the live rep said the number good 7 AM to 10 PM. apparently NOT!!!! even the 800 help doesn't have correct info. infuriating. will NEVER buy anything from sears again.
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1 comment
Anonymous
#1173883

why do you need a phone number or email? just take them back with your receipt, tags get taken off.

people are human, you know. they make mistakes.

Review
#860216 Review #860216 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service

Sears Jitterbug Cell Phone Review from Pfafftown, North Carolina

I bought a jitter bug phone from Sears because I have always had a good experience with Sears. I had a bad experience with buying a jitterbug phone for my husband for our 49 the anniversary . I had great call service on this phone and they continued to over bill me .i called had the service cut off and returned the phone to Sears for a refund. Because they have a 30 day return policy on items I was 8 days over this term. They Said I could not return it . Jitterbug says they will not except it back either. I'm 65 years old and a $160.00 is a lot of money to us . How can I resolve this with Sears since I have been a good customers for over 20 years.. Thank You June Joyner
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Review
#859826 Review #859826 is a subjective opinion of poster.
Product
Greatcall Cell Phone
Reason of review
Problems with payment
1.5
Details
Sears you're brilliant! I bought a $2500 mattress from you. Having owned several Stearns and Foster mattresses before, and trusting your online reviews, I bought it online from Sears.com. WOW. This thing is the equivalent of sleeping on a park bench! So, I called your...
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Review
#859255 Review #859255 is a subjective opinion of poster.
Product
Stearns And Foster Mattress
Reason of review
Poor customer service
Loss
$2500
Preferred solution
Full refund
Tags
  • Exchange