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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

Sears in Saint George, Utah - No one in charge to make command decisions - Ghost people.

2.0
Details
My disabled wife is moving to her son's home taking the washer and dryer. Went to Sears to look @ washers & dryers. In their clearance section they had a Kenmore 400 series triple action washer marked down twice from $569 to $189. Salesman said it had been returned by the buyer and was in "Like New' condition. He said there was a manufacturer's warranty for one year. Went home and picked up our trailer. Went back (20 mi. each way X4) picked up the washer. Removed the old washer she was taking . Installed and leveled the washer. pushed the button to start - NOTHING. Tried to call the store - NO ANSWER. Got on line to call Sears - Got a woman in the Philippines. Asked for a US rep. Waiter 12-15 min. Woman came on and I told her about the situation. She transferred me to a repair rep. Told her what was not happening. She said to pull the unit out to get a serial #. I told her the unit had filled 3/4 full on Extra Small load setting. She said the problem was the water pump and the motherboard but, wasn't sure - A tech. would have to be scheduled. She said she was sending a water pump and a motherboard to me and they would arrive in 4-7 days but a tech. would not come to install the parts till Aug. 14th!!! Over 2 weeks! I asked to speak to her supervisor. She hung up on me. I called again. The next person - Same story but, I told her the water pump was OK and they didn't need to send one - Too late - They had parts in the system and they were on their way. Called the store again - Still could not get the store to answer. Drove to the store. Salesman called the Lead sales woman to come there. She said she had a # for the man who schedules Service Calls. Tried the # before I left the store. NO GOOD! Went looking for her. She was in HR and on the phone. Told her the # was NG. I said I wanted to speak to the manager - She said I couldn't - I asked "Why?" She said he was in Hawaii on vacation! Said I wanted to speak to the Asst. Mgr. - She said he was gone for the day! She went into another room and I heard her call for security! I left the store. Went home called to get the address and phone # for accounting - I had been @ this now for 5 hrs. I told the woman I not only wanted my $$ back and compensation for 5 hrs. plus gas or I would sue . She refused to give me the # or address and hung up! Took the washer back to Sears. Told the salesman I wanted a refund and the washer needed to be unloaded from the trailer. Three big boys and a Security Guard came out to watch me untie the washer. Went in and finally got my refund. Walked out and to my car W/ the Mall Security setting behind me waiting for me to leave. What a travesty I endured over a washer they never tried out and just wanted to pawn it off on someone to have fixed. Wonder how many people bought the thing and returned it before me. Don't deal W/ Sears - They are owned by a corp. that simply does not care for their customers. Sears is being milked by K-Mart and so is K-Mart by Executives in this corp. = The Detroit connection, if you know what I mean.
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Review
#675415 Review #675415 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Lack of item promised
  • Product quality
Reason of review
Poor customer service
Loss
$100
Preferred solution
They should pay for the time and labor I spent on install/ removal/ transporting X 2 + fuel + 2 1/2 hrs on phone to them.

Sears in Cary, North Carolina - Drip water after removing the glass away from dispenser lever

We bought one Kenmore 25 cu. ft. side-by-side fridge from Sears online over a month ago. The water kept dripping from the water dispenser spout about 15-20 seconds after I removed the glass from it. This happened two or three days ago, so I called the Sears customer service about this issue today. I knew I have one year warranty since the day I purchased the fridge, but I was told I need to pay $115 service charge if the fridge was abused or damaged by us and the repair man would come here 17 days after today. The guy kept telling me "READ THE MANUAL FIRST!" several times on the phone. How hard and wrong can it be for us to get a glass of water from fridge? After I hung up, I did read the manual in case we did used it wrong. No! We did exactly what it says on the manual! Then, I talked to my husband about this call and he told me he got all of these bad reviews about Sears customer service and this fridge online. After several minutes, I gave them a call again to cancel the schedule even though it was not my problem. I just don't want deal with them anymore and I also told them I don't want them to come to my house even it's free of charge. I believe that they want to scare you off by the service charge without having the repair man come to your house to save the trouble for them. What a nice marketing strategy and customer service!!! I just want to share this with everybody and tell you that " Don't buy any appliance from Sears or use their customer service on the phone". I believe this is also one of the reasons why so many sears stores were closed!
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Review
#675118 Review #675118 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears in Charlotte, North Carolina - Wrong product & lack of support

2.6
Details
Two kayaks and two paddles were purchased a month ago. Neither shipping or pick up was available in Atlanta, so I drove 4 hours to get the items. When I got home, I realized that they gave me a wrong paddle. I paid for two 96" paddle with water guard and foam grips. Only one came to fit the specs but the other one is shorter, no grips or guard. I've emailed to smsupport@searshc.com and searscares@searshc.com to explain the situation and for them to send me the correct paddles, but no reply. Hold on the phone line is typically more than 20 mins. I have tried talking to someone twice already, but I don't know why it can't be resolved easily (seeing as all I want is the item I've paid for) and the fault lies with Sears. I feel that the only way to get their attention is by posting problems publicly through social media and by complaining publicly...
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Review
#674576 Review #674576 is a subjective opinion of poster.
Pros
  • Product
  • Price
  • Convenience of online ordering
Cons
  • Items not available near me
  • Wrong item delivered
  • Lack of professionalism of staff
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

Sears holds refund after order cancelled

1.0
Details
Recently bought a washing machine from Sears.com.Cancelled the order so of course washing machine was not installed. I was supposed to get a refund for the washer within 3 to 5 business days, but it has not been issued and it has been 2 weeks. I have called customer service many times and even spoke to a supervisor who could give no explanation as to why Sears has withheld my refund. Have been given the run around and transferred to several departments with still no answers. Have filed a complaint with the Better Business Bureau and a consumer advocacy group. Am considering taking legal action against them. Representatives I spoke to where not in US, had thick foreign accents and one could not understand or speak English properly. It is no wonder sears is struggling with this type of treatment of it's customers.
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Review
#674223 Review #674223 is a subjective opinion of poster.
Cons
  • Withholding refund
Reason of review
with holding refund no explanation
Loss
$410

Sears in Denver, North Carolina - Bad refrigerator and even worse service

1.4
Details
Purchased Kenmore elite $2,600 refrigerator and it has broke 3 times. Have to wait at least 1 week for repair visit, they always have wrong parts and then another week for a different repair visit. Now in July, refrigerator doesn't work at all. We have 3 kids under 11 and no way to keep food/water cold. Now waiting 10 days for service visit after 2 visits already with issues with refrigerator. They now want me to purchase extended warranty and I just want this *** refrigerator out of my house. Can't be trusted to keep food cold/frozen and have wasted over $400 in groceries over the last 3 months.
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Review
#674203 Review #674203 is a subjective opinion of poster.
Cons
  • Refusal to refund
  • Attitude of repair person
  • Repair service dependability
Reason of review
Poor customer service
Loss
$2600
Preferred solution
Full refund

Sears - Protection Plan Review from Fremont, California

In August 2011 we purchased 2 ductless heat and air units with 5 year protection plan. For the last 3 years our smaller unit will quit working when it gets extremly hot. Techs come and go. This year again called Sears. Wonderful news! They no longer service these units. And their records show that we have canceled previous requests. They never notified us. We offered solutions 1-fix it 2-replace the unit 3- come take out unit and refund for it and plan or 4 - we contact lawyer. We're waiting on paperwork from Attorney General's office.
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Review
#673538 Review #673538 is a subjective opinion of poster.
Product
Sears Protection Plan
Reason of review
Warranty issue

Sears in Winter Park, Florida - Part order that is not available

I ordered a part that said in stock after the est.shipping date said part on backorder now it's been on backorder for 3 months and the web sight is still showing available either change your website to show on backorder or don't charge customers till the part ships.why should you have my money for months and draw interest From my money each month. That is bad business and customer relations if a thousand people ordered that part at 40.00 you now have 40,000.00 and are drawing interest on that for months or as long as you continue to say the part is on backorder. A *** is what that is.
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Review
#672223 Review #672223 is a subjective opinion of poster.
Product
Sears Website
Reason of review
Problem with delivery

Sears Autmotive Center - Tire warranty never valid

1.0
Details
Bought a set of tires from Sears. Seven months later one of them explosively deflates on a straight road at 35 mph. Returned to Sears to have the tire replaced. Barry Nestor at Sears in Burlington, MA explains why Sears tire warranties do not apply to Sears tires. https://www.youtube.com/watch?v=mwvKCTbrhos Sears warratnies are pure window dressing. You can hear the second gentleman try to sell me an "additional warranty" after denying coverage under the "primary warranty". Needless to say we no longer shop at Sears for *anything*. We used to spend about $2,500 per year there. Nicely done Sears: we will happily spend our money elsewhere!
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Review
#672119 Review #672119 is a subjective opinion of poster.
Cons
  • Very dissaponted
Reason of review
Poor customer service
Loss
$130
Preferred solution
Full refund

Sears Washer- Horrible Service and Product!!

1.0
Details
We purchased a protection plan on hopes to protect our product from any issues that may arise, boy was a wrong. We have had the technician to our house 5 times now, repairing the same issues on our washer. I have been without my washer for 7 weeks. I have a toddler who goes through tons of clothes. I am depending on family to help wash our clothes and it's just extremely stressful and a huge burden. After the technician leaves he tells us to run a full load of clothes and I do and they get ruined, the washer doesn't drain, they soak in water and smell like mildew. I am beyond frustrated. The technician also tells us to stop calling sears because it's making him look bad, are you kidding me?!? We are in a rural area, so every time we call, we have to wait 3-5 days to even get him out to our house. We had a service called scheduled today, he normally calls my # listed on the file and today he did not, he called my husbands cell that he as programmed in his phone because he has been to our house so many times. He doesn't even want to talk to me anymore- that's fine - just replace this lemon of a washer so we can resume with our lives. A couple nights ago, we were watching tv on our couch and the washer randomly turned on and smelt like electrical fire, good thing we were downstairs and was able to hear this or we could have had a house fire. Needless to say, it's unplugged from the wall now. I don't see why we are constantly having to go through these repair appointments that do not solve the problem. Apparently we have a lemon. Just to recap, here are the issues: -Washer does not drain water -Washer might soon our clothes a little and then it gets hung up -Sometimes washer doesn't spin at all -washer randomly turns on ( I have a video of this, the control panel is not on and the washer randomly turns on) -washer smells like electrical fire -washer has ruined hundred of dollars worth of clothes and towels I am begging, please help resolve this issue before I have a nervous breakdown. And I would like compensation for my clothes and towels being ruined and not to mention all of the times we have had to *** of work to be present for these service calls that go nowhere. Most definitely going to Lowes or Home Depot for all future appliances
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Review
#670129 Review #670129 is a subjective opinion of poster.
Cons
  • Poorly trained staff
  • Product quality
  • Product defective
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Let the company propose a solution