Anonymous
map-marker Cleveland, Ohio

Sears - Customer Care Review from Cleveland, Ohio

I purchased a tea kettle as a gift for a friend he open it after the 30 days was up an realized that it was broken. i asked for at least a even exchange an was told by the store an the customer service when i called the same story about the 30 day policy i feel this is unfair an unjust i have purchased many products from Sears as well as Kmart i feel they should given me at least an exchange. I am very disappointed in your company an will no longer be making any purchase if this is not resolved.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Bensalem, Pennsylvania

10 weeks no resolution

I have had sears home warranty for 8 months..Made my first claim in august..Its been a ongoing saga,ITS MID OCTOBER and sears has not been able to resolve the issue...I am getting really fed up with this.The GE washer is only 3 years old.The scheduling is a joke.. Appt time 10am -12pm..... Estimated arrival time between 3pm-5pm.. Why not just say,we will get there by 5:00pm. If i cancel they want me to pay additional 220.00.. I will not be renewing my contract with sears.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

Same here. My refrigerator died, they came out one week after I called it in, and diagnosed a thermostat, now 6 weeks later, I have the part delivered, but they keep making and canceling my appointment to install the part!

I hate this.

No refrigerator for 6 weeks in summer is crazy. Sears Home Warranty service is a fraud.

Resolved
Devaun Gse
map-marker Casas Adobes, Arizona

Resolved: Sears - Dress Review from Casas Adobes, Arizona

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Sears - Dress Review from Casas Adobes, Arizona
Sears - Dress Review from Casas Adobes, Arizona - Image 2

I went to return a dress that was purchased at

shopyourway.com I always make sure that it can be returned at a local store because I hate to send packages back because is time consuming.The associate number 97741 scanned item and was unable to find item and said they probably didn't sell that dress, but if I had the receipt he could do the return and he verified with another employee and he said same thing. I decided to login to my account and retrieved the order number,item purchased,price and the picture.

Employee entered all the information but once again item was not found explanation he gave me was that probably because Sears was not the seller because the shopyourway site sells from several stores and only way to know was with the receipt. I gave up and when I was about to leave I checked to see if I could find the email confirmation I received after I placed the order and found it that was the receipt. I gave all the infornation to employee and item was sold by Sears, he entered all the information and item could not be returned because item was not valid. Employee asked for help to another employee named Nadja, she tried to do the return but item was not found and I guess receipt of purchase was not enough.

I responded that I had wasted over 30minutes and she had to return item because I had the receipt, Finally Nadja not very happy returned item for $35.19 and I had paid 35.35 and mentioned that to her but she said there was nothing she could do and if I wanted my 16 cents to call Sears.com my response to her was if you do this to 1,000 costumers don't you think that would add up?! And I asked for manager but she said he was gone for the day.

Overall experience was horrible can't believe employee insinuated I was returning the wrong dress with original tags,package,order history from their own site and receipt. Only people stealing pennies at a time is Sears.

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Reason of review:
Poor customer service
3 comments
Guest

Why are you buying clothing at Sears? That is pretty gross!

Guest
reply icon Replying to comment of Guest-1120824

Is Sears department store in Tucson AZ they have apploances and clothes.

Devaun Gse
reply icon Replying to comment of Guest-1120938

Sorry appliances

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Anonymous
map-marker Baton Rouge, Louisiana

Cabinet Damage

Sears installed granite, sink and garbage disposal in my kitchen. From day one I had a problem with the price that was charged and water leaking. My cabinets has been damage because sink and garbage disposal was installed incorrectly. I stopped paying after Sears would not send anyone to find the water leak. I had to pay a plumber to find the water leak, which was coming from the disposal. Water is still coming from around the top trim of the sink. Now Midland is suiting me for payment. I did not know my account was sold until I went to court. Any suggestions?
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Loss:
$5000
Cons:
  • Too much to list
  • Lack of empathy to resolve
  • Dishonest tech
Reason of review:
Pricing issue & damage to property

Preferred solution: Full refund

Anonymous
map-marker Winona Lake, Indiana

Do Not order from Sears.com

NEVER order from Sears.com! I ordered 2 sweaters and 2 pairs of boots, on 10/23/16. Received an email on 10/24/16 stating items had been shipped. Attempted to track package for a week before it finally said USPS had received notification of package but as of now, no package has been received by them! It is now 11/01/16! My credit card was charged the day I placed the order! Can't get any assistance from customer service other than being informed the items may be delayed as they are shipped from overseas! Thought I was ordering from USA! Will not be ordering online from Sears again and will think twice about going into their stores!
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Reason of review:
Order processing issue
1 comment
Guest

I totally agree a I ordered from Sears.com and had a two year horror show dealing with them and it as never solved! Sears delivered the wrong TV to my house--a refurbished one at that which I never ordered and never even accepted as it said refurbished on the carton.

A manager said I would get a refund and would get a $30 gift certificate. After talking to five different customer sales people and managers over two years--they all lied to me and I never got my money back. I was a Sears customer for for over 40 years and no one cared. They all just told me it would be solved, and they all lied to me.

they are a horrible company and I am so glad they are in bankruptcy!!!!!!!!!!!!!!!!!!!!!!!

Anonymous
map-marker San Diego, California

Washer not performing. Want to exchange for new one.

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Order # 98820****. Called to exchange washer.

Not satisfied with performance of washer. Called back on September 15, 2016 to 1-80*-832-**** spoke to Doggie. She informed me that I would receive a call in the next 72 hours. No call ever came.

Called back everyday and received the same answer. On 9-21-2016 received an email to speak with a representative regarding delivery of my washer. At that time, I was told that they were trying to call me and that I didn't answer the phone. This is untrue!

At no time did they attempt to contact me. I called everyday and today (9-22-2016) I was told that my credit card was declined. What?

Why didn't anyone tell me that first time? Instead I was given the same response: You should receive a call in 72 hours from the delivery team.

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Cons:
  • Order processing issues
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Guest

Did you get the issue resolved? I am currently having the same issue with some outdoor furniture I am exchanging :(

Anonymous
map-marker Springfield, Virginia

Sears Maintenace Technician maintenaned Refrigerator and caused leak in refrigerator

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For the last 20 years I have bought majority of my appliances from Sears for myself and my parent’s home. I have also gotten my appliances maintained by Sears Technicians. I have always recommended Sears to friends and family, until this last three months. Due to the absolute incompetence of Sear’s technicians as well as their lack of customer service, I am now and will be telling everyone about the absolute horrific experience I have had. A Sears technician came to my home for a dryer problem. He fixed that and then told me about a special that Sears had about maintenance on all appliances running that day and that he could check all my appliances and see if they had issues. He checked all my appliances and came back with absolutely nothing wrong with my appliances. And then he offered a "Sears master Agreement protection" and on the phone confirmed with the Sears representative that my appliances where in good working order. I bought the Sears master Agreement for 5 years. So far so good. The next morning I go to my basement and there is leak from the ceiling right above where the refrigerator is. I frantically clean up and call Sears and was told a technician would be out to take a look at it next Saturday. No Sorry for your loss and your trouble. During the week, I get a call from a very angry Sears representative stating that there is no way the Sears technician did anything wrong, but she did keep asking me if I signed any papers. I didn’t sign any papers . Even if I didn’t sign paper, she yelled and screamed that Sears didn’t do anything wrong. Again no apologies, no sorry for your loss. In the meantime I got phone call and email from Sedgewick regarding my loss and provided them the necessary information. Saturday comes around and a Sears Technician comes around and immediately asks me to sign papers and was more interested in finding out if I signed any papers with the original technician than anything else. He didn’t do anything but order a new refrigerator part and asked for a plumber to come in a replace a nut. I had a plumber come in on April 20th and he was surprised that the Sears Technician didn't have that nut. It’s apparently standard stock nut that is carried by all technicians. He used to be a Sears technician. He charged me $140.40 for coming out to provide the nut. I had to *** from work for 4 hours and lost my hourly rate Another Sear’s technician then came out and installed the refrigerator part and tried to put the refrigerator back. He wasn't able to and asked that I replace the copper water pipe with another type of flexible water pipe. I did tell him that a plumber had already been out and "Why did the first technician not ask to replace the water pipe". He left without fixing anything. I did not get the water pipe replaced. I just tightened the new refrigerator part and the copper water pipe together with a wrench. Voila fixed! About a week ago, I get a phone call from an angry Sear’s representative stating that there was absolutely nothing that the Sears technician did wrong and that my claim was being denied because of pre-existing condition. So the appliances were in perfect condition when I paid for the maintenance. The appliances were in perfect condition when I paid for the "Sears Master Protection Agreement"The very next day, as soon as there was damage to my property, all of a sudden my 2014 Refrigerator was in bad shape. Really! There were no leaks under my refrigerator before the maintenance and there was leak after he left.
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Loss:
$1580
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Upper Marlboro, Maryland

Sears - Customer Care Review from Upper Marlboro, Maryland

I have been a Sears shopper for 40 years. I will avoid this store as strenuously as I can from now on, and will encourage my family and friends to do the same. I recently purchased approximately $90 worth of clothing. We needed to return or exchange about half of our items. Never took tags off, and left them in their original bag with the receipt. I just brought them back and was told that beyond 30 days there is NO return and NO exchange. I purchased 36 days ago. This is an unreasonable amount of time to begin stonewalling any attempt to exchange merchandise. I fully understand that there needs to be a point beyond which no exchange is possible, but 30 days is simply unreasonable. People have busy lives, families to take care of, and work. This 30 day policy is a clear declaration to the public that Sears does not care that it's primary demographic, families with busy lives and budgets, does not matter beyond the initial sale of merchandise. Sustaining its customer base is clearly a low priority. I spoke with a sales associate and then a manager, who were both very nice, and stated that they didn't agree with the policy themselves, either. They told me that the system would not even allow them to override any exchange. I'm not a person who posts angry reviews, but I don't shop anywhere that has adopted such a prohibitive policy, so I felt compelled to announce that I fully disagree with it, and that Sears has lost a FAITHFUL customer. I have $55 worth of clothing that will be donated to goodwill. Pretty furious with you, Sears.
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Reason of review:
Return, Exchange or Cancellation Policy
3 comments
Guest

How will that go with returns for people making Black Friday purchases?? Those gifts won't be able to be returned or exchanged.

That's way over 30 days.

Machele Imf

If it takes you 36 days to figure out the clothes don't fit, then you have some serious time-wasting problems. 30 days is a standard time-frame for many, many retailers.

Guest
reply icon Replying to comment of Machele Imf

Most stores have a thirty day refund policy and a sixty or ninety day exchange policy. Thirty days is uncommonly rigid. Check this yourself.

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Anonymous
map-marker Livonia, Michigan

Dishonesty member ship

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I had the worst experience with all kind dishonest members representatives who works with this company sears appliances repair, i had proof to them they were miss leading me and pass to me dishonest information, i had no choice other than cancelling my member chip and ask for my refund in full since they had felled to provide any services to me. i am forward the complain to you to refund all the credit to my credit car since no services was provided. I also had lost a whole day off my work to wait for this apt. This my phone here 313-937-****
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Loss:
$104
Cons:
  • Abusing customer service
  • Unfair return policy
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous
map-marker Penticton, British Columbia

Sears - Delivery Service Review from Penticton, British Columbia

Delivery times mean nothing. This is not the good old dependable store of yesteryear. Lets see if they come thru tomorrow. We could have had numerous other Washer and Dryers installed by other companies by now. They don't even have to install it. I told them I would pick up and install. Customer service are robots and reading from cue cards. Its too bad. Another company which used to have a good reputation, ruined by poor management. What a joke.
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Reason of review:
Problem with delivery
Anonymous
map-marker Fontana, California

Sears Customer Care Review

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Last sunday I went the Sears in the West Covina mall JACKIE help me with all on my transactions and she gave excellent costumer services with a very positive actitud and good vive. Thank you
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Reason of review:
Good customer service
Anonymous
map-marker Broken Arrow, Oklahoma

Item Return for Credit on Sears Credit Card

I tried to return a pair of jeans just for credit on my sears card. Was told it was over 30 days and nothing could be done. NO credit NO exchange. Not only did these jeans have all the tags INCLUDING the Sears tag, but I had my receipt. The woman at the counter was rude with an attitude. I did not know about the 30 day rule - I assumed Sears would honor the sales ticket and the jeans were being returned in the condition just as they were purchased. Am contemplating ever shopping there and will probably cut up my credit card. The interest rate is *** high anyway.
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

I had the same issue! I just wanted to exchange it for a different size.

It was only a little over a week of the 30 days and they still have the same suit I need to exchange. This is beyond ridiculous.

All of the rude costumer service agents should start looking for a new job. I can't imagine they will be in business too much longer.

Anonymous
map-marker Wixom, Michigan

Sears - All Products Review from Wixom, Michigan

I HAVE SHOPPED AT SEARS FOR YEARS AND WORKED THERE. THE CUSTOMER SERVICE BY MANAGERS AND LEADS IS HORRIBLE. I ALWAYS TRY TO GO THE EXTRA MILE FOR THE CUSTOMERS WHO ASKED FOE HELP BUT IT SEEMS IM JUST ONE IN A MILLION THESE DAYS. I HAVE GOTTEN SO MANY COMPLAINTS ABOUT NASTY BATHROOMS, RUDE MANAGERS, AND CLOSED REGISTER COUNTERS. THE BIGGEST PROBLEM IS OUTDATED SALE SIGNS, THE WRONG PLACEMENT OF SALE SIGNS. THIS REALLY CONFUSES AND AND ANGERS THE CUSTOMERS WHEN THEY THINK THEY ARE GETTING A GOOD BARGIN BUT EITHER THE SALE SIGN WAS PUT IN THE WRONG SPOT OR IT WAS OUTDATED, WHICH IS CALLED FALSE ADVERTISING. CUSTOMERS CONSTANTLY ASK THE BIG QUESTION..." IS SEARS GOING OUT OF BUSINESS"? PLEASE PUT SEARS OUT IF IT'S MISERY AND CLOSE THE DOORS!!!!
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1 comment
Guest

Sears delivered the wrong TV to my house--a refurbished one at that which I never ordered and never even accepted as it said refurbished on the carton. A manager said I would get a refund and would get a $30 gift certificate.

After talking to five different customer sales people and managers over two years--they all lied to me and I never got my money back. I was a Sears customer for for over 40 years and no one cared. They all just told me it would be solved, and they all lied to me.

they are a horrible company and I am so glad they are in bankruptcy!!!!!!!!!!!!!!!!!!!!!!!

Anonymous
map-marker Bourbonnais, Illinois

Very concerned assosiate, 25 years of service.

i'll probably get fired from my position, however this is the truth. from 11/01/2016, thru 11/03/2016, because of the new 30 day return policy and lost receipt, I've lost 3 members and their family and friends. merchandise to return was still current items. cost of these items was well over $300.00 dollars. members walked out irate. one threw the items, one was under the impression the policy was 60 days,the other swore and vowed she would never shop sears again. we who are behind the counters are frustrated and actually take abuse. this comment is true and accurate and I've loved sears for years. I pray that the corporate bureaucracy wakes up. I can also comment on many other problems that are killing sales.
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1 comment
Guest

Are those people illterate? If so, I understand their inability to read the receipt, which - if it's like any other receipt ever - states the return policy.

Also, no return policy ever is going to stop a loser from being a loser. No person with class or dignity is going to throw an item that is "well over" $300. What purpose, at all, would that serve.

Sidenote, what is "well over" $300? Seems like a very odd amount to choose.

Anonymous
map-marker Tucson, Arizona

SEARS DELIVERY NIGHTMARE!!!

We were given a delivery window of 9:45 - 11:45am. No shows. Called delivery tracking service at 12, 1, and 2. Each time they gave us a line of *** that we were next on the list. This was the only day off I had from work this week. Needed to run a bunch of errands, but now my entire day was blown. At 330, they cancelled the delivery. AND HERE'S THE CATCH!!! The cancelled because that morning (THAT MORNING) when they loaded the fridge into the truck, they noticed it had severe damage and wouldn't be delivering it. They didn't let us know that until 330pm??? And the delivery tracking service just spewed a bunch of lies about them being on their way. (I'm sure the phone ops didn't have the info, but this just proves how archaic and worthless Sears' delivery service is!) We are cancelling our order and going with Lowes. (and we aren't getting a new fridge for kicks. Our other one died. So thanks to Sears we are now without one for going on two weeks. )
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Reason of review:
Problem with delivery
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