Anonymous

Bad Customer Service

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 the hose is on back order, they have the part, they just don't want to send a truck out to deliver. I ask them to overnight mail, and they say they can contact the warehouse with my request and they warehouse will get back to me in 24-48 hours.

THERE IS NO TRYING TO PLEASE THE CUSTOMER, just a circular logic that only people who work for Sears understand.

Home Depot isn't any better. I hear JCP sells appliances, maybe they are worth a try.

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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Guest

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

Anonymous

Sears - Kenmore Refrigerator Review

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I had a Kenmore refrigerator delivered Christmas Eve . The fridge stopped working the next day and ruined $250 worth of groceries . Because I didn't purchase an extended warranty my food could not be replaced . I also waited all day for someone to pick the refrigerator back up on the scheduled date just for the delivery guys to call and say their truck broke down. Customer service called to reschedule another pick up date because the drivers lied and said I was unavailable . Never will I purchase from SEARS AGAIN!!!!
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Reason of review:
Bad quality
Shakeia Jnx

Sears - Frigidaire Refrigerator Review

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I bought a Frigidaire Gallery from Sears after I bought it I was informed that I have to buy the water filter which cost me $65 more when they delivered it one of the shells and the door was broken I was told at first that I have to pay for it but then someone said that they would send it which I have never received yet one of the shelves in the freezer was missing so I've had to buy that 3 days after I received the refrigerator it went out so I lost over $300 with the groceries because of it then when I called for service I was told it would be six days before they can come out so I have to go to another store and buy a $300 small refrigerator so that I could feed my family for a week then they came out and fixed it and I was told that since I bought the warranty for $275 that they would pay for part of the food but this does not exist I called the store in Richmond Texas and told them the problem and they told me they would call me right back and that was several weeks ago I am not happy with Sears and now I see why they're going out of business I will never buy a thing from them again
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Reason of review:
Damaged or defective
Anonymous

Sears Canada Delivery

We are now 6 DAYS past the promised delivery date for $2000 worth of appliances. We have, at last count, 6 different day/time of delivery promises with no luck. Apparently a delivery was attempted when no one was at home, since they showed up an unannounced time. A live "service" agent gives us one promised time and the automated service calls with another time, just moments later. Sears Canada apparently contracts with private delivery services, which adds another layer for lost/miscommunicated information. Sears Canada is on the *** of extinction, closing retail outlets across the country. This contracting-out is proving to be a false economy for them, since they are using the lowest-bidder private truckers they can dredge up. After a positive in-store experience with a friendly and helpful sales agent, the last piece of the puzzle is left in the hands of a third-party with no interest in protecting the good name of the company he represents.
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Pros:
  • In store sales agent
Cons:
  • Delivery
Reason of review:
Order processing issue
Anonymous

Pro series glass top failure

I purchased a Kenmore Pro series electric stove, model 790******** in November of 2015, and it failed in January of 2017. I am widowed and I don't cook very often. In the last 14 months, I have been away from home over 3 months, so the stove has not had much use. While using the front left turbo burner, which was set on medium heat, for about fifteen minutes, the glass top melted and cracked. It also destroyed the pot I was using. I spoke with someone at Sears who said he would have someone call me. After waiting two days without getting a call back, I had an online chat with someone and was told that because I had not purchased the extended warranty, I was out of luck. I feel this is a manufacturing failure, and Sears should stand behind it.
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Reason of review:
Bad quality
Kendyl Xsx

Sears SUCKS

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Updated by user Dec 07, 2016

5 days after this was supposed to be here for pickup the store still does not answer their phone. even the person from Corporate could not get them to answer!

Original review Dec 06, 2016
I went to sears and bought a kitchen nook. Then they told me it had to be ordered and I could not get it for a week.When I ask for a phone number to call to check on the status they said just come get it on the 2nd of Dec. it will be here for sure. My wife looked up the number and tried to cal but no one answered. We went to the store and after an hour of waiting they came out and told us it was not here yet! so now a week later we have called literally 240 times and they have not answered the phone once!!!!EVEN when I called Corporate THEY could not get anyone to answer the phone. I am still waiting for my Kitchen nook and once it gets here I WILL NEVER STEP FOOT IN ANOTHER SEARS STORE PERIOD!!!!!!!!!!!!!!
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Loss:
$200
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Richmond, California

No Delivery!

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Bought a new refrigerator at Sears at a great price from courteous and helpful staff....so why the 1 star review? For their Delivery people.....got an assigned delivery date only a couple days after the purchase, but with a very late 6-8 PM window. At 4:45 PM got a call saying they'd be at our house in 15-20 minutes, so I thought "great, they'll be earlier than they said".....20 minutes later...nothing....an hour later...nothing....I call the delivery guy back and just get a recording, so leave him a message...no response....I call Sears Delivery and they tell me (from the Philippines) they'll be here before 8......8 rolls around and nothing....I call Sears Delivery again and they say oh the drivers been delayed new ETA is 9 PM, and he'll call a half hour before arrival....9 PM...nothing....9:45 PM...nothing...I call Sears Delivery and the recording says sorry we're closed, call tomorrow.....so now we can load all the frozen and other stuff we took out of our old fridge hours ago back into it, and hope nothing got spoiled in the meantime....and you can bet I'll be calling Sears in the morning!
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Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Jennalynn Mbj
map-marker Houston, Texas

Sears - Customer Care Review from Houston, Texas

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Sears- I ordered a stove, washing machine, Christmas tree and garland for my daughter in Kennewick, WA online yesterday using my Sears card. This morning I get an e-mail that the order is on hold pending verification. Ok no problem I appreciate them being cautious. I call the number and they ask the usual questions but then they start asking me all kinds of really personal questions like how long I have been married and detailed information about my husband who isn't even on the account. At this point I asked if this was Sears I was speaking to and I would not answer any further questions until I could verify who I was speaking with. I call Sears main number and after going through one person who could barely speak English I finally got a supervisor who would not verify the other number I called. At this point I am upset did I just give out my personal information to someone other than Sears. Finally this guys confirms that the original number I called was from Sears and if I wanted my order I had to call them back. He asked me twice if I want to cancell the order and I told him if I decided to do that I would go online and cancell it myself that I was considering going to another store but never did I tell him to cancell it. I called back the original number and got a really nice lady who was very helpful but guess what - The *** cancelled all of the orders. I have mostly Kennmore appliances in my home but I am in the process of a remodel so there will not be any Sears appliances when I am done. For a store in such financial distress I can understand why; you run off your customers with all your bull and foreigner call center. Good By Sears
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Cons:
  • People i encountered trying to get the order approved
Reason of review:
Poor customer service
Adelise Lft
map-marker Williamsburg, Virginia

What a nightmare!!

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Updated by user Nov 21, 2016

Well at 8:43 the website noted that my appliances had been delivered. Strange, I STILL DON"T HAVE THEM.

I called and got the same "Thanks for your patience, you are delivery 8 of 9 and they are on the way now, haven't they called you?". I lost it and asked for a supervisor who said that in fact they were closed for the day (now after 9pm) and that his notes showed that I my appointment was rescheduled. Again, no one called me.

Well, it's Monday and it still shows my appliances as delivered. Called at 9 and was told "someone will be contacting you".

Guess again...

Called again at almost noon and am told that I am scheduled for delivery on Friday.

NO CALL and no indication of the time, no compassion for the frustration of no laundry before the holidays, no value for their loyal customers. None what so ever.

Original review Nov 19, 2016
Great experience at the local store, although a little slow but the delivery of my new washer and dryer is a nightmare. My "window" was 12:15 to 2:15. I called at 2:30 and was told they would be there at 3:27....as if! I called at 5:30 and was told I was stop 9 and they were on stop 6. It's now 7:20 and they are on stop 8. Never got a call or an update....nothing. However, they appreciate my patience. Well guess what, I'm out of patience, I'd prefer someone who had English as their primary language who wasn't reading from a script. I've wasted my entire day waiting on you and all I want to do is return the appliances and go to Lowes or Home Depot where the prices are equal or less and they keep their appointments.
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Loss:
$1000
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous

GE induction cook-top

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Lat year I bought a GE induction cook-top through Sears. I also bout the extended Warrantee for it.

After three months, it started giving us trouble. It would shut itself off after a minute or two. Therefore, I had to stand next to it and turn it on again and again. I called Sears service and, of course, they must send a technician to see the problem (two weeks) and order parts (two weeks) and install them.

Each time that I have had to go through the would take 5-6 weeks. So far, this process of checking and installing parts has taken 7 months and 8 visits by the Sears service people. In this process they demanded that I rewire my kitchen to make sure there is no interference with other appliances. It cost me $1300.00.

The cook-top is still not working and they just ordered new parts and supposed to come in 11 days to install the new parts.

DO NOT BUY GE INDUCTION COOK TOP AND SEARS EXTENDED WARRANTEE IS MORE THAN USELESS, JUST WASTE OF MONEY. I suppose they want to waste my time until I say uncle and leave them alone and buy another cook-top.

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Loss:
$2500
Reason of review:
Warranty issue

Preferred solution: Deliver product or service ordered

1 comment
Guest

If you had taken time to read and understand your PA you would have asked for the replacement under any of the four different clauses that you 2ould have qualified for replacement under your agreement.

Anonymous

Sears Roof Repair Review

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Waited too long for appliance repair
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Reason of review:
Poor customer service
Anonymous
map-marker Honesdale, Pennsylvania

Short Review on February&nbs-05:00;13,&nbs-05:00;2017

I've been a loyal customer for decades. Due to sears politics regarding Trump I will no longer shop at sears or any store that are so petty to allow their political views to affect me or my family. My friends and family feel the same.
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Anonymous

Sears Customer Care Review

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I purchase a refrigerator to be delivered today just to find out the delivery driver had someone in customer service to cancel my order without my permission.
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Reason of review:
Problem with delivery
Anonymous

Sears - Customer Care Review

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Sears has to be the most incompentant run store. MK wonder they're in trouble. I order three salt lamps in time to receive delivery before Christmas. They sent me an email that my items were ready for pick up. I go and the guy hands me one. I asked here the other two are and he doesn't want to know a thing. Says I don't know, not here. Now it's too late to get the. Anywhere and to shop for a sale price. I call their customer service to ask if they can ship two overnight. Guess what? He tells me the earliest I can get them is Jan 3rd. I put my faith in Sears(first time toowith xmas orders) and the screwed me. But what's worse is that they wouldn't make good. Never again. There's too many other stores out there that offer great service.
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Reason of review:
Poor customer service
Anonymous
map-marker Newport News, Virginia

Poor customer service!

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Looks like everyone higher up at Sears is leaving the sinking ship! I bought a $5,000.00fridge (Samsung) that quit working after a year...they told me I could pick another...cuz I bought the "No worry" warranty...only to be told it would be 2 months until I'd get the replacement! Then, upon the day the replacement was to be delivered, I get a phone call an HOUR before the scheduled time to say "It didn't arrive", and I'd have to take ANOTHER day off from work! Tried calling the store...(straight to voicemail at 11am) and called customer service, only to be handed off 3 times, until I got a "customer service rep" who tells me "do you want the fridge or don't you"? I will NEVER ever shop there again! I don't recommend you do either!
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Loss:
$4000
Cons:
  • Warranty customer service
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

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