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Sears in Millers, Maryland - I canceled an online order within hours of the initial order

I ordered a refurbished IBM Think Pad online at Sears. I thought Sears is reputable they deal with other reputable companies. Within hours of placing that order I thought I better check that company Zoomusa and make sure they are reliable. When I checked online they had. BBB rating of F and nothing but complaints. I went to my order online since the order wasn't shipped I was given the option to cancel the order which I did. Five days later the Laptop was delivered even though the order was canceled. I called Sears explained what happened and was immediately dumped into an overseas call center. I have placed 8 calls to this company to try and get the issue resolved. Now I have been notified I must pay to ship this Laptop back and along with a 15% restocking fee. This is insane I canceled the order. I am getting no help and Sears refuses to help. I have made 8 calls to this overseas call center and my last call I was told this would be taken care of. They have no intention of assisting me with this problem. They tell you they will send you by email the printed postage label and the never do. I as if I have been robbed. I will never shop at Sears or affiliated stores again. I want this resolved by Sears.
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Review
#818698 Review #818698 is a subjective opinion of poster.
Cons
  • Rude and lazy employees
  • Fact that sears took money from me
Reason of review
Order canceled delivered anyway
Loss
$212
Preferred solution
Full refund
Tags
  • Sears bad customer service

Sears - Review in Supermarkets and Malls category from Nash, Texas

1.0
Details
Dont do trade service with sears unless its for cash or check. My company did work for sears in Texarkana back in October 2015 and I havent been paid yet. Its only for 86.60..but they obviously are broke. Ive called..sent invoice after invoice and the only response I have gotten from the manager at our local store is "we are having trouble with our credit card and cant pay at this time". Now they wont even return my calls ...Security Locksmith Troy Niemeyer Texarkana
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Review
#817821 Review #817821 is a subjective opinion of poster.
Service
Sears Manager
Reason of review
Problems with payment

Sears - Cashier Review from Columbus, Georgia

1.8
Details
Waited too long at 3 registers, going from one to the other until I was finally able to have a cashier check me out. I normally go to Sears as a last ditch effort to get a particular item I couldn't find after going everywhere else. So when the cashier makes it a point to tell me how much the item is I almost lost it. I understand it's not on sale or there's no discount but I NEED it....that's WHY I'm there. No wonder they're in trouble....
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Review
#817727 Review #817727 is a subjective opinion of poster.
Service
Sears Cashier
Reason of review
Poor customer service

Sears in South Portland, Maine - Defective mattress

Sears - Defective mattress
Sears - Defective mattress
I purchased a mattress that came with a 10-year warranty. Within two years it began to sag on both sides of the bed. The sag could visibly be seen even after the bed was made. Called Sears, followed their directions to measure the depth of the mattress using a broom and ruler. It was 2.5 inches even after we had been out of the bed for awhile. Send photos to Sears mattress warranty department and then was given more requirements before it could be replaced. I had to remove the mattress and take a picture of the mattress from every angle they could think of and one of the box spring top and bottom both in good condition. After following all the direction for replacement, I was told they wouldn't replace it because it had a stain on it. What? Why would that matter? Did they plan to resell it? Sear told me it was in the warranty that it had to be defective and clean. What a bunch of bull, Sears policy is to never replace any mattress. Since they don't publish an email contact address, I am assuming they are aware of the problem and could care less. Check out the thousands of complaints online. Be smart, DON'T BUY ANYTHING AT SEARS BECAUSE THEY DO NOT HONOR WARRANTIES EVEN ON APPLIANCES. (photo with the ruler looks like it is being pushed down but shows how even the weight of the ruler makes the mattress sag)
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Review
#817498 Review #817498 is a subjective opinion of poster.
Service
Sears Replacement
Reason of review
Warranty issue

Overall Service Sears Parts Division and Customer Service Solutions

1.0
Details

Update by user Mar 28, 2016

Yes - The Customer Solutions Center and the Direct Parts Division are the absolute worst I've ever encountered in my life. They pass the blame around, bounce you from department to department. They lie about service agreements, I have no clue how Sears is still in business, absolutely no clue!!!!!!

Original review posted by user Mar 25, 2016

I called Sears on November 28, 2015, to find out how to deal with a problem we had with our Kenmore Elite Gas Dryer. After I had been on hold for several minutes, during my initial call, I confirmed the error code on the dryer was ‘F01’ to Sears representative Grisela. I was told the root cause was a circuit board. However, the Kenmore Elite model dryer I own apparently had 2 circuit boards, therefore one or both could be the root cause. I had to explain my problem several times because the representative did not seem to be listening and therefore asked me the same questions repeatedly. I was placed on hold for several minutes; the representative then returned and explained the cost of the parts would be $435.98 plus a service fee of $79 for the Sears technician to come on site. Needless to say, I was quite frustrated. My family needed the problem resolved as soon as possible. Even though I could purchase a new dryer for less than the parts, we could not confirm which part was the root cause, and from a cost perspective, if it was only one part that was failing, it made sense to move forward. To make the process run efficiently, I agreed to order all the parts and return any parts AFTER the technician tested both circuit boards and confirmed only one circuit board was the issue. The representative told me I could return any nonused parts via the Sears Direct Parts website. The representative set up service order # 42346862 (order # E581629) and verbally confirmed both parts would arrive by Thursday December 3, 2015. This did not happen. Only one part arrived by Thursday (Part # W10339957) (UPS Tracking # 1Z63V4670346409600). The second part (Part # W10110646R), which was also sent via UPS (Tracking number # 1ZA356X7YW19454747), was inexplicably shipped to the local US Post Office in Stoneham,MA. I discovered this after first calling the Sears Parts Division again; who wanted to move the appointment and not explain why the part hadn’t arrived! I took it upon myself to contact UPS, where they told me the ‘sender’ (Sears) requested the part be shipped to the local Post Office? Unreal!!!! By the time I figured all this out, it was Friday at 5:30PM EST December 4, 2015 and the post office was closed! The appointment for the Sears service technician to arrive was set for December 5, 2015 between 8am12pm EST (order number 000767042346862). So I did not have all the parts ready for the technician for his arrival by Thursday as stated by YOUR employee! The following morning of December 5, 2015 the Sears service technician Carmen called me and said he would be at my house by 8:30am. I explained to him that this would not work because I did not have the other part and was counting on the post office to deliver it before his arrival. We agreed to come to move the appointment to 10am EST. Again, on my own initiative, I went to the post office and begged them to find the part, miraculously they did. I returned home with the part and was prepared for the Sears technician to perform his job, test the circuit boards and replace the appropriate one. The Sears technician (Carmen) did not show up at my home until 11:30am EST after the agreed upon time of 10am EST. I was too upset and did not ask why he was an hour and half late. I escorted the Sears technician (Carmen) to the dryer where the boxes of the parts were and allowed him to perform his job. Within less than 10 minutes he called me back downstairs to inform me none of the parts shipped were correct!!!!!!!!! On top of that, the box of parts I picked up at the post office had two parts in the box! One was a duplicate of the shipment from Thursday (Part # W10339957). The other part shipped (Part # W10110646R) was completely wrong and had no chance of fitting in the dryer! Unreal, absolutely unreal!!!!! The Sears service technician Carmen informed me the correct part number is W10141671. It would cost me $361.22! Additionally I had to pay him $79 to come to my house to do ABSOLUTELY NOTHING except tell me all the parts YOUR Sears parts division ordered were wrong! Absolutely amazingly awful service with any perspective you choose to take! The Sears service technician (Carmen) was not to blame. I fairly paid him his fee of $79 and told him I would be filing a complaint with Sears, and that the entire processprocedure made him look like an incompetent employee because YOUR parts division did not do their job correctly! They placed him in a position of failure! After the Sears service technician left, I called Sears Solutions Center to explain my absolute utter frustration over this entire ordeal. I spoke with a representative Linda at 12:32pm EST December 5, 2015 in the Sears Customer Care Division. She could not help me other than send me to Customer Solutions Center. So I called and spoke with John at 12:37pm EST on December 5, 2015, who set up complaint number #0007674238862. He told me within 24 hours I would receive a call from Sears Customer Solutions. It never happened. Plus the number he gave me (888) 2361885 was a nonworking number! I waited long enough and this afternoon December 8, 2015 called YOUR Customer Service Solutions center to find out why no one has called me about any of this. Some manager answered and told me it takes 48 to 72 hours to receive a response! Hilarious! One Sears Solution Center representative tells me 24 hours, the other Sears Solution Center Manager tells me up to 72 hours. Unreal! The Manager refused to concede to refund the $79 dollars for what I have been through! For the technician to come out to my house, open boxes and tell me all the parts are wrong, that I have to then return, possibly order another part that would cost more than a new dryer, then pay him $79 for his time! You can’t make this stuff up! It’s beyond pitiful what Sears has put me through! I am appalled after this absolute atrocious service I’ve gone through, that took time away from my job and family responsibilities to have one circuit board in a dryer replaced that according to a YouTube video takes 10 minutes to replace!!!!!!! I expected a much higher level of service from Sears, and I am beyond disappointed. I am on the *** of filing a complaint with the Better Business Bureau of Massachusetts. Because I did not want to spend any more time on the problem, and my family needed a functioning dryer, I returned the parts immediately and set up a temporary replacement dryer with the help of a family friend. At a minimum I expect a full refund of the $79 or a 50% discount on a gas dryer of my choice through Sears if you want to ever keep me as a returning customer. I will be informing my friends, family, coworkers, blog forums, all forms of social media about this experience, YOU CAN COUNT ON THAT!
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Review
#817376 Review #817376 is a subjective opinion of poster.
Cons
  • Sears parts direct division
  • Customer service solutions division
Reason of review
Order processing issue
Loss
$500
Preferred solution
At a minimum I expect a full refund of the $79 or a 50% discount on a gas dryer of my choice through Sears if you want to ever keep me as a returning customer.

Sears in Kingston, Pennsylvania - Tired of bad service

4.0
Details
Sears came to fix my stove top. They come one day to check out the problem, order parts, then came back to fix the problem. When he was here the first time he gave me a receipt for what everything would cost minus the amount I needed to pay that day. Everything was going pretty well when the service man came back, but he also brought another service man with him. When He gave me my bill, I noticed it was twice the amount I had to pay yet. I showed him the bill he gave me before & showed him I only owed this amount. This is when it got nasty! He stated that he never gave that receipt to me. I Just laughed & said what do you think I made this up myself? He got very nasty to me, I am thankful my husband was there & came into the kitchen to see WHAT was going on. Here they tried to charge me for 2 service men even though I only needed the one! I did not agree to have another service man just come along! The other guy just stood there watching & left before the job was done anyway. What is this all about? Did the other guy need more hours? I wonder how many people would have just paid the larger bill without knowing or too shy to ask? Just be aware & keep all the receipts, don't be afraid to question them!
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Review
#816956 Review #816956 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears in Wylie, Texas - Repeated repairs with no positive result

We purchased a Samsung dishwasher from Sears 5 years ago. In that time, we have had it repaired at least 5 times, most recently in March 2015 and again in November 2015. Now it is broken again, and of course the warranty on the repair expired after 90 days. Very disappointed and surprised that Sears does not fully back their products. We talked to 8 people, and basically they told us to learn to fix it ourselves. They also offered to repair the product again, but all they will do is replace the same part that they replaced 4 months ago, which is again broken, so we feel like we are caught in an endless loop. We will not purchase from Sears again, nor will we purchase Samsung appliances.
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Review
#816939 Review #816939 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Bad quality

Sears in Temecula, California - They stole my money and refuse to acknowledge the issue

1.0
Details
They stole $600 from me! If you meet Thomas punch him in the face then run!!! I went to purchase a fridge for my parents from this location in Dec and Thomas charged my card an extra $600 when he "froze" the register. I have gone in and called the store & corporate for two months and they still haven't refunded me my $600! No one ever returns my calls or email. The entire staff including the managers are ignoring the issue! Customer service is just as bad, they tell me I have to keep calling the store.
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Review
#816456 Review #816456 is a subjective opinion of poster.
Cons
  • Problem solving ability
  • Never do business again
  • Sales people after sale
Reason of review
Problems with payment
Loss
$591
Preferred solution
Full refund plus reimbursment for overdraft fees accumulated of $144 from the unexpected overcharge
Tags
  • dishonest business dealings

Sears in Natick, Massachusetts - Customer Service Lacking!!!

2.1
Details
We had an eliptical maching delivered in Feb. 2016 and the first 2 men could not bring it to the location because it was too heavy. They dropped it on the top stair of my house and the wood split!! Since then I have been trying to get it repaired and for Sears to take responsibility! First they did not receive my scans of the estimate and stairs, that took about 2 weeks. Then I heard from a woman by the name of Debora Pereira who keeps sending me emails saying they are waiting for the adjuster to decide. Well now it is March 24, 2016 and the stair is dangerous, which I told her and every day we fear we will fall down the stairs. No word, I am about to call the Better Business Bureau!!!
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Review
#816137 Review #816137 is a subjective opinion of poster.
Pros
  • Product i ordered
Cons
  • Customer service and their handling of my complaint
Reason of review
damage to stair
Loss
$400
Preferred solution
pay the estimate so I can have it repaired ASAP

Sears sold a dishwasher that caused thousands of dollars of damage

We spent $985 dollars on a Kitchenaid dishwasher that ran once, leaked and warped my hardwood floor. Sears said they would replace the dishwasher but not pay for the damage until they were sure they caused the damage.. Two of their techs came out and agreed the machine caused the damage. Then Sears said it was Kitchenaids' problem and Kitchenaid said it was another 60 days before we got an answer. When you deal with Sears customer service no one seems to know what is true and be prepared never to get an answer. Now I want my money back and am told that may be a problem. Don't believe their "satisfaction guaranteed".
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Review
#815885 Review #815885 is a subjective opinion of poster.
Product
Kitchenaid Dishwasher
Reason of review
Damaged or defective