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Sears in Portsmouth, New Hampshire - Failed To Deliver Washer But Showed It As Delivered On Line

On the 7th of September we purchased a washing machine and delivery was scheduled for a week later. Come that day, no washing machine showed up but online it showed it as delivered. I called Sears only to get someone who spoke very little English and told me it had been delivered and included with the order was a refurbished HD TV -- which was not ordered. I again told the agent there was no delivery and magically the connection ended. When I tried to reconnect online I got 16 in Que and 320 second wait -- I did try again the next morning and got such a bad connection and again someone who barely spoke English there was just no way the conversation was going to continue. I next tried the salesman and on the receipt found the "home" 800 number and called it. They sent me on an individual who had much better English and explained that the washing machine had not been delivered to the warehouse???? So there was not going to be a delivery; but no one bother to inform me -- and she wanted to schedule one for Saturday. Well I had already given up plans for Thursday afternoon and was not going to change Saturday's to sit and wait. I went with Monday. The last person tried at least to understand my anger and acknowledged it but I am regretting making a purchase from Sears. I wonder if they would have just assumed it had been delivered ....
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Review
#701880 Review #701880 is a subjective opinion of poster.
Service
Sears Delivery Service
Pros
  • Instore sales person
Cons
  • Customer service people that can not speak english
  • After customer service from people who cannot speak english
Reason of review
Problem with delivery

Another bad review for Sears

Yesterday I had set up an appointment for an oven repair between the hours of 10 and 2 PM. I rearranged several appointments and meetings for the appointment and waited for the oven repair person to show up. Toward the end of the four hour window I decided to look further into the details of my confirmation and verify I had the time correct. I was surprised to find out that my time has been changed WITHOUT any email or phone notification. I had received an automated confirmation phone call the day prior telling me the time was 10am-2pm, and that's it. Unbelievably, the time had been changed without my notification or agreement. I could no longer stay in my house due to outside engagements, so for no reason had rearranged my day (and multiple other days) in order to be able to wait in my house for this four hour appointment. Imagine my surprise and dismay to find out that I had waited, and rearranged multiple meetings, appointments, etc., for no reason. I called to express my concerns and was told I could speak to a supervisor. The supervisor never called me back. I was also told I would receive a $20 gift card in my email, for the inconvenience. (By the way, $20 is a joke, considering the time I had lost). So this never arrived. Obviously, this entire situation is atrocious customer service. And obviously, Sears has to be losing money if this is the way they treat people. There are many other options and I personally am crossing Sears off my list for potential future home purchases or repair, or anything else. Thanks, but no thanks.
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Review
#701819 Review #701819 is a subjective opinion of poster.
Service
Sears Oven Repair
Cons
  • Horrible customer service
Reason of review
Poor customer service

Sears in Opelousas, Louisiana - Delivered damaged refrigerator

2.0
Details
We purchased a kenmore refrigerator and when it was delivered it had a huge dent in the front panel. the delivery man said he would go ahead and deliver the unit to us so we would not be without a refrigerator and he would contact the store about changing the panel. So we get an automated message telling us a repair man will be out between 8-5 on wed. Then he calls after 1pm to say that he could not repair it until the local store paid for it. Really! We ruined a whole day waiting for him. Don't they get work orders?!! One more hiccup and I'll have my credit card company have them pick it up and refund me IN FULL. Terrible Experience. NEVER giving them business again!!!
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Review
#700815 Review #700815 is a subjective opinion of poster.
Cons
  • Damaged product
Reason of review
Damaged or defective
Preferred solution
Deliver product or service ordered

Sears Customer Service

Sears' products are great, I bought 2 window air conditioners when our central unit went on the fritz. Worked PERFECT. Got our central system fixed and was ready to sell the window units (even for a loss) myself via craigslist or other media. Within 2 weeks, Sears' reps started calling me bugging me to upgrade the warrantee I got for one of the units. Called EVERY AFTERNOON and MORNING until I FINALLY told them I was returning the machines. Then the calls stopped. I felt bad, so I wanted to let Sears know what these phone solicitors were doing. I did not want to talk to a store manager. I wanted AT LEAST a district manager. Called the store where I bought the units and the very young man who helped me purchase the machines, al the way down to loading them onto my car, was the person who answered the phone. He did EVERYTHING PERFECT - - AGAIN. I told him I wanted to speak personally to the district mgr. and even if that person had to call me, it was ok. No call. A few days later, I did a follow-up and this time the store mgr butted in telling me if I didn't tell HER what the problem was, she wasn't going to share my info for the dist mgr to call me back. Sure enough, no one called me - - again. SO, I called ANOTHER store and requested the dist mgr to contact me and again, I got the run-around. I KNEW if I returned those machines, that young man who sold them to me would be the one to suffer - - that they would probably come off his sales and probably his earned commission. EVEN THOUGH HE DID EVERYTHING PERFECTLY, HE would be the one to get the brunt of the situation. I waited another week, got no phone calls from any district manager, and yes, I returned the window air conditioners. And what do you know? The same young man who sold them to me was there and realized that $700 sale would come off his sales. How the heck should I resolve this??? He did everything poerfectly! SEARS messedup!!! This company is totally out of touch with reality!!!
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Review
#700733 Review #700733 is a subjective opinion of poster.
Reason of review
phone solicitors
Preferred solution
Voice my aggravation persoally to a didtrict mgr or above that level. I want to have accountability with my complaint

WHY SEARS IS DYING

1.0
Details
AUGUST 17: Refrigerator dies. Make appt. for repair. (Philippines?) call center says a guy will arrive in 3 days. 20th comes and goes w/o even a call. I protest. (Panama?) call center says there's no record of me asking for service. After several days of trying to solve the issue myself I reschedule for the 27th. Sears guy wants too much $$ so I buy a new Fridge online with his coupon. Sears takes my $$ the next day. NOW THE FUN BEGINS. Can deliver in 1 week, 9/3. I take day off. No delivery. (Jamaica?) call center says the delivery was for 9/4 not 9/3!! Another lie. No choice, Friday comes. I wait. 30 mins. before scheduled delivery window, Sears calls and says Warehouse hasn't shipped the unit and new delivery will be in 1 week!! I go to local Sears store to plead my case because you cannot find a # to complain on their website. He gives me a Customer Resolution phone #. They promise to have fridge out on the 10th, 6 more days! The day finally arrives. 15 mins. before delivery, the guy calls and says the unit does not have the ice machine installed and I'll have to reschedule. Called LOWE'S. Ordered a fridge on Friday, was delivered on Monday a.m. for $150 cheaper than Sears.
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2 comments
Anonymous
#1034542

Sounds like you just don't like non-Americans, you *** racist.

Anonymous
#1034541

EXACTLY !!! business circa 1950.

They are INCOMPETENT. I had exactly the same experience.. and now have no refrigerator, and no refund.

PEOPLE BE WARNED !!! DON'T SHOP AT SEARS.

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Review
#700544 Review #700544 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Cons
  • Delivery is terrible
Reason of review
Problem with delivery
Loss
$150

Sears in Billerica, Massachusetts - Warranty Replacement for Leaky Hot Water Heater

Leaky hotwater heater. 2 Years left on Mfg Warranty. Called for Service on 09/10/2015. Sears could not get anyone to look evaluate the problem until 09/21/2015. I am certainly glad that I called my own plumber first since he came right over and drained the hot water tank because it was leaking all over my basement. Both my plumber and my son who works for F.W. Webb also tried calling to get a replacement tank and Sears said they had to send their own repair person to evaluate the problem before replacing the tank. I was told we were going to be charged $99 for a trip charge, plus would be charged for the plumbers time to evaluate the problem and determine what parts needed replacement. We would be charged again for the plumber's labor when he returned to replace parts or entire tank. Who can wait 11 (eleven) plus days not to have hot water in their home. Amazing when I called to order a new hotwater heater they could have it deliveivered and installed on 09/15. Do not buy Sears products. This is the last time I would ever buy anything that requires service from Sears. It is no wonder that the company has financial problems. If they cannot keep their customers happy who is going to buy from them. This is not the first time I have had a problem with Sears services but it is defintely my last.
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Review
#700281 Review #700281 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Product defective
Reason of review
Warranty issue
Loss
$550
Tags
  • Sears complaint
brought a sears Kenmore washing machine model 110.28102310. on 3-22-15 delivered and set up by sears 3-24-15. on 9-13-15 the washer started to make a very loud grinding noise when in the wash and rinse cycle, (NOT WHEN SPINNING). being less than six months old and...
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Review
#700154 Review #700154 is a subjective opinion of poster.
Reason of review
POOR REPAIR SCHEDULE TIME 4WEEKS ???
Preferred solution
Deliver product or service ordered
Tags
  • Sears complaint

Sears Southgate--Edmonton, AB--Going Downhill Quickly!

Sears is like walking into a store in India. It is messy with very little merchandise and the cashiers are unpleasant and difficult to understand because of their heavy accent. It looks like a windstorm hit the children's clothing department. There are clothes all over the floor. The cashiers really pressure you to open a Sears credit card and when you say "no, thanks" they keep hassling you. They seem more concerned with the customer opening a Sears credit card than anything else. I am amazed that this particular store is still open. The rest of the mall is quite nice, though.
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Review
#699144 Review #699144 is a subjective opinion of poster.
Product
Sears Credit Card
Reason of review
Bad quality
Tags
  • Sears Selection Cashiers

Sears Appliance Delivery Rep LIED!!!!

1.0
Details
We ordered a Kenmore Elite French Door refrigerator from Sears. When it arrived it was damaged on one side with a noticeable dent apparently caused by a fork-lift as the box it came in was torn but had been taped up. The delivery person said if I keep it that Sears would compensate me. I agreed to accept the appliance because the dent was going to be against a wall and hopefully not noticed. I spoke to a Rep from Sears on the phone and we agreed I would receive a $700 eGift Card from Sears to be sent to my email address within 48 hours. Well almost 48 hours later on the dot I received an eGift Card for only $350!! When I called 1-800-479-6351 and spoke with Chrissy and then was transferred to Alexis at 1-800-479-6351 and wasted an hour and a half of my day on hold and waiting for a supervisor who was continually unavailable. I was told that only one $350 was qued up to be sent and I would have to wait another 48 hours for the second one to be sent. Sears didn't hold up their end of the agreement. If I would've known they were going to *** me around I would've and will next time refuse any delivery that has damages. It isn't worth the trouble. I will make it their problem and not mine. I'm still on hold waiting for a supervisor. I know they have the ability to send my missing egift card right now if they want.... I will have second thoughts about shopping with Sears again.
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Review
#698559 Review #698559 is a subjective opinion of poster.
Cons
  • Customer service
Reason of review
Poor customer service
Loss
$350
Preferred solution
Deliver product or service ordered

Three strikes against ordering from Sears Flowers

I ordered a flower arrangement for my daughter, following her surgery. The wrong arrangement was delivered that cost less than what I had ordered. I called, and was told that they would pick up the wrong arrangement the next day and deliver the one I had ordered. No flowers were delivered the next day. I called again, and was told that the florist didn't have that particular arrangement available. They wanted to pick up the flowers they delivered and have a different florist deliver the flowers I wanted. I told them I just wanted to cancel the order and get a full refund. Instead they charged me again for the arrangement. When I called back to speak with a manager, named Liz, she said that I would have to send in a statement showing both charges, because her records showed that I had been credited. It was evident in her tone that she didn't care a flip about the situation. In talking with my American Express credit card company they said that there were two charges for the same thing and that they would take care of it. I have used Sears Flowers for decades and never had a problem. It's been a couple of years since I have ordered through them, and after seeing how far downhill they have slid, as far as customer service and providing a reliable product, I will take my business elsewhere from now on.
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Review
#698331 Review #698331 is a subjective opinion of poster.
Reason of review
several of the above issues
Preferred solution
Unlike Sears Flowers, my credit card company is reliable and reputable and are helping me with this. Sears Flowers just needs to know what happened, in case anyone there cares about what kind of service they are providiing.