Myrna Dgk
map-marker Houston, Texas

Sears worst customer service department and incompentant

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I bought a mattress and bed frame with my purchase and the mattress was defected. It did not measure standard Queen size and was too short for the bed frame, so I had to return it. Queen beds are 80X60 and this one measure 76X60 a clear defect and not my fault. I purchased the item with Half in gift card form and half on my credit card. I only return the mattress and sears decides to refund me in gift card form and I was clearly told that I would be credit back to my credit card which I only was credit $20 and $250 in gift card. That's just ridiculous! If I would have known that is what they would do I would have cancel my whole order. I wanted the gift card to be applied to the bed frame I kept but the customer service reps at sears seem to not be able to "override" a system because they are incompetent lazy people who didn't even ask for my order number when i called or use my name. I had to ask for a manager and she also seem to be worthless in assisting.
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Loss:
$250
Cons:
  • Customer service
  • Refund process
  • Return policy
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Homestead, Florida

Sears - Repair Review from Homestead, Florida

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I spent 62 years in miami, fl. Believing sears was a fine American company that serves with respect and efficiency, too bad its not true any more. I just spent thirty minutes trying to speak to a service and repair representative at store number 1365,cutler bay, miami, fl., by phone, what ah joke. The joke is now on sears, i will not do any more business with this company. I have nothing but contempt, between the charges for diagnosis of the pressure cleaner purchased there, to the place out of town used, to misinformed representative who called two weeks later stating that this was the second time I'd brought it in, to the charges they wanted for repair, to the inability to speak to a person at the place i dropped it off at and the amount of time it took to get it back( which i still don't when). I'm done with this company and will try to dissuade anyone i ever speak to from going to sears.
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Reason of review:
Poor customer service
Anonymous
map-marker Davison, Michigan

Sears - Cookware Review from Davison, Michigan

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I just bought pots and pans for a wedding on Sat I was in the hospital and didn't get to order them til sun but I got 2 day shipping.so it was supposed to be here on Wed it was delivered but it was a Desk wow was I upset I used my points and a gift card and got a *** of a deal so the manager said sorry not much we can do I can give you 5% off your next order oh my goodness really 5% you sent me a Desk they can't resend it til the ups picks this up and when they get the desk they will send me a email and I can call and reorder it for 5% off are you serious 5% a wedding present not a heart and I could hardly understand them but they keep saying sorry tons of times ATLEAST they get paid to say that....
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Reason of review:
Order processing issue
1 comment
Guest

That's some bs....sears blows...

Anonymous

Sears Appliance Delivery Rep LIED!!!!

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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 1-80*-479-**** and spoke with Chrissy and then was transferred to Alexis at 1-80*-479-**** 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 jerk 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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Loss:
$350
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Charlottesville, Virginia

Sears : No Help in the U.S. - Nightmare Customer Service

Horrible service! Luxury rental. Renter arrives in 2 days. I paid to have old washer dryer hauled away. Driver left the old appliances in the kitchen. Nobody at Sears can have it removed for 4 or 5 days. I live 1,000 miles away so I can't drive over there and remove them. Renter is paying big money to rent this unit. They will have to walk around the old washer dryer in the kitchen for 2 to 4 days. Hours on the phone today... Many calls... Almost every call is routed to the Philippines (sounds like). The reps are not allowed to tell me what country they're in. Won't provide a phone number for corporate in the U.S. What happened to this company? This is a customer service nightmare.
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Reason of review:
Poor customer service
Anonymous
map-marker Mars, Pennsylvania

Sears Service Rip off

Call SEARS REPAIR for front loader washer smell and has mold growing in it. Sears sent a repair person. Charged $120.00 to add a washing machine cleaning tablet. It still smell and has mold what a rip off $120.00 for one single washing machine tablet. I guess sear does not value me as a consumer that they felt this service price was correct. I request for mold removal and got an expense tablet instead. never again. watch out for shady sear repairman. Call Sears complaint dept they did not care made three phone call they make a ceas number and tell you someone will call you back. call the third time talk to Vincent asked to speak to someone above him he refused to let me talk to anyone. What a joke for customer service. They actually believe that a service call fee is in order even if they did not resolve the issue........... what a rip off. 111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****111111****11111**** aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
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Loss:
$120
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous
map-marker Van Buren, Arkansas

Kenmore Elite Washing Machine Review

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Bought washing machine had it a year and half the brain of the machine went out cost me 6.00 ďollars to have it if. Want buy a washing from sear. Sears and lg should pay for the part
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Reason of review:
Bad quality
Anonymous

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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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

Anonymous
map-marker East Peoria, Illinois

Gas range

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I bought a Kenmore gas range on Labor Day and was to be delivered on Wed. which it was, but took back because I didn't have a gas shut off. I got a plumber to install the shut off and called Sears delivery to re-deliver which they would do on Friday. They came and said you have copper tubing we cannot hook up until you have a black line, so back went the gas range again. In going back to the first delivery I was told that some of Sears delivery and hook up people were qualified and licensed to work with a copper line so I assumed (you know what that stands for) they would make note of the copper line but no one did. So-o- today for the third time they are to deliver and hook up my gas range..We will see what happens. If it is not I AM CANCELLING MY ENTIRE ORDER!!!!
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Fairbanks, Alaska

Worst Auto Service i ever had

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I set an online appointment with Sears one week earlier to change the engine oil and filter for my vehicle. I have been told the vehicle will be ready within half an hour after receiving the oil filter. The counter lady came to me after thirty minutes of waiting to tell me that she received the filter and they will start the job soon. I wait for another an hour and half to discover that my vehicle is still in the parking lot and no one touched it. I took back the keys of my car thanking her for the "worst Service" I ever had. Conclusion: Respect your customer by respecting his time.
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Cons:
  • Unprofessional
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Bethesda, Maryland

Online purchase of terrible product; return just as bad

I purchased a Honey Can Do rolling laundry hamper --HMP -01387 -- from Sears' website for $50. It was promptly shipped and easy to put together. But the wheels didn't roll and the hamper fell apart while moving under the weight of a full load of laundry. The materials are so cheap -- especially the wheel assemblies – that it was obvious that they are not durable. So even if it worked properly -- which it didn't – I might have returned it. The company should be named Honey Can't Do. Returning it was as bad as this piece of junk. Honey Can Do told me that since I bought it from Sears, the refund had to come from Sears. Sears had an involved procedure: I had to ship it back via UPS, provide some bureaucratic numbers along with product, then email Sears the tracking number. After I got notice that my return package was received I still wasn't home. It turns out that Sears outsources shipping and receiving and approving refunds to " Edealszone LLC", whatever that is. This company then contacts Sears as to whether a refund is authorized. The worst part about the return process, however, was that they didn't provide a return label. The return was at my completely expense, and although it was pretty light, it was a long package, and shipping it back cost me $30. As you'd expect, mass shippers like Sears pay UPS much, much less than an ordinary consumer. The guy at the Mailbox store estimated it would have cost Sears less than $10, maybe much less. What Sears does here obviously discourages returns. If I weren't really angry, it would have worked – the refund wasn't worth the time, cost and aggravation. To sum it up, not only did Sears sell me a horrible product in which I had invested lots of time to put together, ship back and then go though the refund procedure, but I had to pay 60% of the cost of the product to return it, whereas if Sears had authorized a return label and charged me a handling and shipping fee, it would have been much less. I would never again do business with Sears (or of course Honey Can Do).
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Reason of review:
Bad quality
Egypt Nra
map-marker 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 #: 351****Next 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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Loss:
$207
Cons:
  • Being lied to and called a lier
  • Dont honor warranty
  • Response to the issue
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker Washington, Georgia

Sears - Manager Review from Washington, Georgia

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This is a joke!!!!!! Sears represents their app.repair as top notch meanwhile it's not even on the pole!!! Service scheduled three times in a month time and they cancelled three times. This was on a broken belt on our dryer and in time we waited one month???? So meanwhile I get sick of hearing rude people and called August Sears appliance manager he tells me because I live in a ruel area I get inferior service????????? I ended up fixing it myself,THIS IS SUCH A WASTE OF TIME AND MONEY!!!!!
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Reason of review:
Poor customer service
Anonymous
map-marker Fullerton, California

Sears damaged my floor and avoid our complaint

We are regular Sears customers for our major appliances. We purchased a refrigerator in July 2015 and had it delivered by the Sears delivery service.

The deliverymen goughed our brand new hardwood oak floors in three places about 6 feet long. They failed to lift the refrigerator when they moved it. They rolled it, which is fine in a straight line, but they turned it and each time they turned it they left gouges in the floor.

We have called the local store, the warehouse, the deliverymen, the Dianex folks that Sears says are responsible.

And nothing but the run around.

One says the other will call, and the other never calls, we get routed to their foreign call center, where we have to explain very slowly the claim, only to be cut off repeatedly, and have to call again. In the end no response.

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Loss:
$1195
Cons:
  • Damage to my floor by their delivery
Reason of review:
Your delivery service damaged my new oak floor

Preferred solution: Full refund

Anonymous

Sears Customer Service is Awful

I purchased a refrigerator with a defect and General Electric stood behind the product. They immediately sent a repair person to fix the refrigerator and another person to fix the dry wall and paint damage that the defect caused to my home. In no way was I responsible to any of the damage. I was very pleased with the GE service and would recommend GE as a manufacturer. Clearly, based on the comment this is a sick, elderly person and he does not deserve such a run around. I am disgusted by the undo stress this is putting on this person and would not advice anyone to purchase an appliance from Sears. I use a local family owned appliance store and believe that buying local is the way to go.
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Reason of review:
Poor customer service
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