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Sears in Mariposa, California - Faulty listings and overseas customer service

1.0
Details
I purchased an item listed as 20 rolls per sleeve. When it came it was a single roll not a sleeve of 20.After purchase sears sent e=mail receipt looked like correct item and was correct price I didn't notice a different item #, but when you clicked on the order # 833615155 the correct item appears noting 20 rolls per sleeve. the second e-mail stating item had shipped click on order # and correct order appears stating 20 rolls per sleeve I have called sears customer service twice landing overseas talking to Tanya (how many Tanyas in India maybe 3) and somebody else I could not understand had to have them repeat so many times I just started guessing at what was being said. Because another lister evidently can change a listing, nobody has control or responsibility there fore I will not purchase from sears marketplace, an uncontrolled setting
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Review
#680436 Review #680436 is a subjective opinion of poster.
Cons
  • Foriegn customer service
Reason of review
not as described then poor customer service
Loss
$6
Preferred solution
After talking to vender, vender says another vender can change discription, this sears marketplace website needs a monitor of some type I lost less than 6.00 so I feel like my education about sears was not to costly. I have wasted more than $6.00 worth

Sears in Borden, Indiana - Will not refund money even within the 30 day return period

I purchased a $2,600 item and wanted to return it because it was defective and was told even though I was within the 30 day return policy because it was over $179 I was only allowed an exchange. It was exchanged... but, exchanged for another lemon. I have been making payments on the Sears Card for months now but unable to use the product. I have been paying someone on a weekly basis to do the job I bought the product to do. I have been told there is no way I will ever get my money refunded to me. So this is what it's like to be a Shop your way Sears member!!! I will never buy anything else from this company.
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Review
#680043 Review #680043 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears in Johnson City, Tennessee - Refrigerator scam

1.0
Details
My 93 year old Mother purchased a 3 thousand dollar +$ refrigerator. When it arrived and was unpacked, my sister was present and pointed out the fefrigerator had a dent in the door. My Mother said she could not see the dent from where she was sitting.The delivery men did not tell my Mother that she had to refuse that fefrigerator in order to get a replacement. They failed to mention that. When I learned what had happened, within 24 hours I called the Sears store and reported the dent. There was a 70 hour period to report any problems.The person I spoke to in the large appliance department at the Sears store said it would be taken care of -that Sears would be sending a door replacement. That NEVER happened! When I confronted the manager he said he had no record of me calling. HOW ABOUT THAT after the person I spoke to said he put the information in the computer! The manager blamed the costumer service department and the customer service blamed the manager and this went back and forth for several weeks. I even meet face to face two times with the store manager in Johnson City, Tennessee where the appliance was purchased.No help-just an attitude that the store would not do anything.I am soooo disappointed in Sears!I HOPE A SEARS CEO READS THIS! Since the door fiasco the ice maker had to be fixed and the refrigerator froze up all behind the crisper and meat drawer. They have replaced the computer board and used a steamer to defrost the ice.The refrigerator is labeled a Kenmore Elite but the repairman said it is actually an LG. When the repairman left the house I had to run outside and have him come back into the house because water was running from underneath the refrigerator on to the floor. The repairman said it was the overflow tray and it would stop and he left. In the next hour we had much more water run from underneath the refrigerator and flood the floor. I called Sears and they would not help. At the time I called Sears about the water the repairman had left our house only 30 minutes prior (at 5:00 P.M.) and was going to make another house call in our town -so he was still close by when they contacted him to return to our house, but he never came. That was Wednesday and today is Saturday and we have never heard a word from Sears. The water did stop flooding after about two hours but Sears has yet to check back with us.The last problem is the bent copper tube which brings water to the ice maker.The repairman pushed the refrigerator back too far against the wall.It remains to be seen if the ice maker continues to work.Sears has all kinds of tricks so the consumer can not declare an appliance with an extended warrantee a LEMON!!! My final word is DO NOT buy appliances from Sears!!!!!They do not stand behind their products. We have a large family who has always purchased our appliances from Sears, but no more!
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Review
#679498 Review #679498 is a subjective opinion of poster.
Cons
  • Item damaged
  • Lies
  • Poor customer service
Reason of review
bad quality,poor customer service,damaged goods1
Loss
$1000
Preferred solution
Replacement of the same value as purchased

Sears in Azle, Texas - EXTENDED WARRANTY AND BLAMED CUSTOMER TO GET MORE MONEY

"I Purchased a extended warranty on my lawnmower and the Screw that holds the blade was cut in half while mowing no other issues to it to the local hometown store. They said they would send it over to the warranty center keep in mind just a screw holding the Blade in was cut in half. They call us and tell us we hit something hard in our yard of St Augustine Grass and it broke the shaft and ruined the motor 370.00 dollars worth of damage. So I called in to complain and dealt with a very rude woman named NIcolette. This was her first response Brian, we're going to have a manager from our Member Experience team reach out to you going forward to get you the assistance needed. We've noted in your new case (below) that you prefer to be contacted via phone going forward. We look forward to connecting with you and helping further!Case #: 3519176Next EmailMorning Brian! I heard back from the Carry-In Escalations team; however, I have not been able to narrow down Paul. If you happen to know his number or the number of his department, please let me know. Our department is closing at 1:00 p.m.; however, our Carry-In Escalations team let me know they have called you at both numbers provided to discuss. I will check in with you tomorrow, on Friday. Best, Nicolette She got very arrogant on the on the phone with and said it was all our fault and The mower worked fine till we took it in, The extended warranty covered nothing yet had a 1200.00 coverage policy and they would not cover it. I have called over and over and told I am a liar and that it is all our fault and there was nothing they would do. I was told they would give me my money back paid on the order and it was 168.00 I know not much but it is the principal and they backed out on that. So I have a friend that owns a Auto Shop that used craftsman tools and he is returning all 26000.00 worth and a friend who was installling windows with sears and she will be canceling the install. So was this really worth it we should have fixed the lawn mower and or refunded my money and all would have been good. Now the word of mouth has cost you 26000.00 and also 17000.00 window job all over 168.00 and extended warranty of 38.97...This will all be posted to every website I can find to make it know of your poor customer service and the ability not to salvage a customer service that is so poor you will continue to loose more customers as i live in a small town and will be putting this in the local paper as well.."
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Review
#678964 Review #678964 is a subjective opinion of poster.
Cons
  • Dont honor warranty
  • Being lied to and called a lier
  • Response to the issue
Reason of review
Damaged or defective
Loss
$207
Preferred solution
Full refund
Tags
  • Sears complaint

Sears - Stearns And Foster Mattress Review from Ventura, California

2.2
Details
I purchased a Sterns & Foster mattress from Sears in sept 2009. Since then it has been warranty replaced 4 times due to sagging & coils breaking. One time they brought out a mattress with a stain on it, YES a stain!! They offered me a discount but I knew that the warranty would be void with a stain so I refused it. Another time they brought the wrong mattress out! I paid 1179.99 for this mattress, but the last replacement they adjusted the price due to a price increase. So they are only giving me a credit of $1104.99. Add insult to injury, each replacement they charge 69.99 delivery, why should I incure a cost when they are selling *** quality products! I am VERY dissatisfied with Sears! I'm in the process of yet another replacement due to the coils failing. I've been told to go pick out another mattress and if it's more I'll have to pay the difference, but if it's less I don't get a refund. Kinda like buying a sports car and ending up with a pinto.
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Review
#678417 Review #678417 is a subjective opinion of poster.
Reason of review
Warranty issue

Sears in Chicago, Illinois - Worst online and in store experience ever

2.0
Details
After hours trying to make an online purchase at sears.com and at least 5 phone calls to customer service I was completely screwed, lied to, misinformed, and much more to list here. Tried immediately to cancel my order, but was conveniently told it was too late. The order had magically been processed in less than a minute. After more lies from customer service I proceeded to get confirmations to return the lousy merchandise to my local sears store in Gurnee, Il. I talked to customer service at that store and was told I would have NO Problem returning the items. I called the night before I returned the Items and was once again told everything was fine and I had done everything properly and to take the merchandise back and get proper credit. On 8-11-15 at 10 am when the Gurnee sears opened I went to return the online purchases and was treated very poorly especially by the supposed store manager among others. I was belittled and told I would not get my refund. Eventually I sort of got refunded, but not like I should have. I had spent $75 on sears gift cards and 26.88 on a visa. The damned store manager would NOT refund the correct amount to my visa even though I had the receipt and sears egift cards printed out in front of the ***. No wonder I have not shopped at sears in 30 years and now I'm stuck with 86.36 in damned sears gift card. Needless to say I'll not be doing any business with sears. I hope their employees know how to flip hamburgers because very few if any sears stores will be around within 5 years--most in 2-3 years tops. Oh by the way, I'm a Kmart retiree and have never seen a customer treated so badly in all my years with Kmart. I was also supposed to get an associate discount on my purchase, but it also magically disappeared once my purchase went thru! Wish you all better luck or better yet--Do Not use sears!
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Review
#678302 Review #678302 is a subjective opinion of poster.
Cons
  • Too much to list
  • Customer no service
  • Being lied to
Reason of review
Poor customer service
Loss
$101
Preferred solution
Full refund
Tags
  • Improper Credit

Sears - Delivery Service Review from Nashville, Tennessee

1.0
Details
NEVER EVER BUY FROM SEARS!!!!!!!!!!!!!!!!!!!!We bought a mattress set from SEARS on July 24th and was suppose to be delivered today. They call yesterday and say it's gonna be delivered today between 9:30 and 11:30. They call us at 10:30 today and tell us that they went to get it from the warehouse and it was damaged and we will have to wait another week to get it delivered. We called a number they gave us and they said they had actually over sold and they had to wait to get more in. So now we had been lied too. So we call the corporate office to try to get something figured out for a sooner delivery or a mattress comparable to what we bought and they told us they can just refund our money and we can go buy something from one of their stores (yeah right) or wait until next week. I asked to speak to someone higher than her and she said there is noone. I really would hate to know if I owned a company that she would be the last person they had to deal with. I have worked in retail most of my life. SEARS by far has the worst customer service!!!!!!! Now I can see why their company rating is a 1.8. We will never buy another thing from them and I would suggest noone else to either!!!!!!!!!! Read their customer reviews first because we didn't.
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2 comments
Anonymous
#1016622

Sorry to hear about your purchase from Sears. It has been a horrible experience for me, I wish I never would have purchased my mattress from Sears!

See my other comment for all the details.

I personally would try to dispute it on your credit card & DO NOT take delivery of a mattress from them.

Anonymous
#1016620

I purchased a Sterns & Foster mattress from Sears in Sept 2009. Since then it has been warranty replaced 5 times due to sagging & coils breaking. One time they brought out a mattress with a stain on it, YES a stain!! They offered me a discount but I knew that the warranty would be void with a stain so I refused it. Another time they brought the wrong mattress out!

I'm in the process of yet another replacement due to the coils failing. I've been told to go pick out another mattress and if it's more I'll have to pay the difference, but if it's less I don't get a refund. Kinda like buying a sports car and ending up with a pinto.

I paid 1179.99 for this mattress, but the last replacement they adjusted the price due to a price increase. So they are only giving me a credit of $1104.99. Add insult to injury, each replacement they charge 69.99 delivery, why should I incure a cost when they are selling *** quality products!

I am VERY dissatisfied with Sears!

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Review
#677767 Review #677767 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery

Sears Master Protection Agreement is a sham!

My wife and I purchased a Whirlrpool washer from Sears in April 2011. Shortly after the 3-year warranty expired in April 2014, the machine started to (occasionally) make an extremely loud “grinding” noise that could be heard throughout the house even though the washer is in the basement. I called Sears in June 2014 to get the washer serviced. The customer service rep convinced me to purchase a 1-year Master Protection Agreement (for over $200) which would cover the cost of this service call and any additional repairs for a year; the Protection Agreement also states “Product replacement if your Washer cannot be fixed”. The first service call did not fix the problem; neither did two more service calls for the same problem during the 1-year warranty period. The loud grinding noise kept re-occurring several times a month. Near the end of the 1-year Agreement I called Sears to have a technician come out for a 4th time. I explained to the customer service rep that while there had been no grinding noise for the past few weeks, experience indicated that it would re-occur, and I wanted Sears to either fix the washer or to replace the machine before my Protection Agreement expired in early June 2015. The rep suggested that I wait until the next time the grinding noise occurred before requesting service - even if that was after the 1-year Agreement expired - because (the rep said) Sears would still fix the washer at no additional cost since the problem had occurred and been reported during the warranty period. I said OK, and you can probably guess the rest. After the Protection Agreement expired, the loud grinding noise re-occurred: 5 times during June-July 2015. I called Sears on Aug 3, 2015, to request service and I carefully explained all of the above to the customer service rep. But I was told that because the Agreement had expired Sears would neither replace the washer nor cover the cost of new repairs for this pre-existing problem. I asked to speak to a supervisor, and after explaining all of this again to the supervisor I was told the same thing. So I asked to speak to the supervisor’s supervisor and was told I could go no higher. I then asked for a refund of the (over $200) cost of the Protection Agreement since Sears had failed to fix anything, but that was denied. Clearly, Sears Master Protection Agreement is a sham!
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Review
#676627 Review #676627 is a subjective opinion of poster.
Service
Sears Replacement
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

Other Product Review

I can't complain about the Sears located in New Brunswick, NJ, because no one ever answers the phone. With service like this, I can see why their business is in the toilet.
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Review
#676547 Review #676547 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears in Los Angeles, California - Absolutely no customer service

1.0
Details
I ordered a front load washer and pedestal from sears. I did not like the LG washer because I was getting too many uneven load signals. I decided to return it in the 30 day period and exchange it for a different brand of washer. To accomplish that I had to spent over 2 hours on the phone on Friday July 31st.. I called the online department and spoke with Charles who kept me on hold for 40 minutes telling me he could not reach the delivery team to process the exchange. While on hold with Charles on my cell, I called the delivery team from my land line and got through right away and Joanna processed my exchange/return within 10 minutes and set it up for a Sunday delivery, Aug. 2nd. The delivery team told me I need to talk to the online department about the financial part of the exchange so I went back to Charles but he was totally incompetent and could not give me any answer and kept putting me on hold. I asked to speak to a supervisor, Jane, who still could not directly explain the charges to me. On Sunday August 2 the delivery guy comes wo/ the new washer and only to pick up the pedestal. Called Sears and was told the new machine is not in stock and they will call me to let me know when I will get the new machine. Supervisor Judy had no explanation for why I was told I would get the new machine on Sunday the 2nd. Worst company ever. No body speaks English clearly and nobody knows anything. I HATE SEARS AND WILL NEVER BUY ANYTHING FROM SEARS EVER AGAIN!!! Sears totally wasted my time and Sears refuses to properly compensate me for the waste of time!
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Review
#676160 Review #676160 is a subjective opinion of poster.
Cons
  • Poorly trained staff
Reason of review
Poor customer service
Loss
$240
Preferred solution
Compensation, extension of time to return new washer ordered to 30 days from receipt, discount on product