Anonymous
map-marker Tampa, Florida

I won't order from them again either

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Order costume through sears.com size was unclear and CSR thought they verified it was in fact a toddler size (asked them to triple check and they were extremely courteous). Order came wrong size, no return information, no webpage information for seller - nothing in email or in package. Finally had to have sears get involved in requesting return after 6 follow-up emails asking for a return auth # from 7th ave and now they want to charge 20% restocking fee and not pay for return shipping. The restocking fee criteria on their own webpage was not met on any of the 3 levels posted (bout before October, not a multiple and not over. Horrible CSR - don't bother with them (Costume cheap looking to boot).
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Riverside, California

Problem with kenmore elite washing machine

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I have the warranty protection!!! I think that this is a joke I"ve been having real problems and it seems that they rather keep putting parts and not really fixing the problem.I"ve been a customer for over 20yrs.Every time I call of the problem they keep transfer me to another dept.I can not get someone to handle the concern.Is this the way they treat customers.I even have a video of the noise coming from the machine.And every time they make a appointment they can"t come because the parts are not here yet.So i have keep giving up my time when they are the ones who keeps changing the appointment!!!.I would like sears to replace the washing machine but there is nobody that can make that decision.
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Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: replace the lemon.

Anonymous
map-marker Los Angeles, California

New purchased refrigerator June 2015 that's gone bad

My newly purchased refrigerator has done bad....food has spoiled...and after making four call to repair....unable to get a reasonable appointment. First call was on October 8.....second call October 10....third call....October 12.....fourth call...October 13. I requested to speak with the manager of the repair department and after what appeared almost 10 minutes being put on hold, no response. At the time of purchase of my refrigerator....I paid for a five year protection. Nothing is working so far but the freezer compartment and it sounds as if it's going out with the sound of the loud noise. All other food, drinks, etc. that was in the refrigerator has spoiled due to lack of coldness in other parts of the refrigerator. I have purchased products from Sears since the early seventies and always had faith in the products but as of now I don't plan to purchase anything else. I am sure you don't care.. Thank you for your time regarding this matter.
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Cons:
  • Lack of answers
Reason of review:
Poor customer service
1 comment
Guest

I wonder if you realize, that Sears doesn't MAKE refrigerators. DON'T complain about Sears for your fridge not working... complain about the MANUFACTURER.

Anonymous
map-marker Opelousas, Louisiana

Delivered damaged refrigerator

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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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Cons:
  • Damaged product
Reason of review:
Damaged or defective

Preferred solution: Deliver product or service ordered

Abigayle Jlf

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Verified Reviewer
| map-marker Charlotte, North Carolina

Wrong product & lack of support

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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@***.com and searscares@***.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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Pros:
  • Price
  • Convenience of online ordering
  • Product
Cons:
  • Lack of customer service
  • Lack of professionalism of staff
  • Items not available near me
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Weymouth, Massachusetts

Left of credit card

I was on line ordering a dryer working with their chat room. I was given confirmation about the dimensions and placed the order. I then went on line to the manufacturer and found the chat person was wrong. I went onto the chat room again and was told they could not help me. I needed to call some other dept. I explained it had been less than 10 min since I ordered and they said it did not matter. I spent the next 5 hours trying to get the order canceled and they refused to send me an email confirmation. The sale confirmation was within seconds. They refused to refund my credit card for 7 business days. I explained that I did not receive the goods and the order was placed and cancelled in the same 15 minutes. They blamed the bank, the credit card company stating they could NOT refund my card because of these financial entities. I spoke with numerous call centers and they said to go to corp. They however did not have ph#. When I goggled the phone # for Sears corp was another call center. I then saw Ed Lampert listed in the long list of consumer complaints against Sears. I asked for him and was told he does not address consumer complaints. Sears believes they can take money without providing the goods or service. They think they are above the law and that when I gave them permission to charge my account for the dryer it was their money. I said but I did not and will not get the dryer and they said we keep the money and collect the interest for 7 days and there is nothing you can do about it.
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Loss:
$1000
Cons:
  • Response to the issue
  • Poor management
Reason of review:
Poor customer service
Anonymous
map-marker Gary, Indiana

Bad customer service.

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My garage door started beeping, I called Sears because I have a warranty. I told them the problem and was told what I needed. Appointment was made but was not kept. The day of the service call is when I was told the appointment had been cancelled. I think that was unprofessional. I should have been told that Sears did not cover that part of the warranty, not sitting around waiting for a service man to show up. Very disappointed in the quality of this service. Now I have to stand on a ladder and take care of the problem myself.
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Reason of review:
Poor customer service
Nazier Anw
map-marker Rocklin, California

Problems from Sale to Install

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I read reviews before going to Sears and thought they must be exagerating but NO. It will be difficult for me to sum up my experience here but I must try. From the purchase to the delivery and set up (my washer is now sitting in the middle of my living room) to the call center that is on the other side of the world from me, this has been the WORST experience of my life with any store. I should have gotten a clue when I walked in to an empty store. Seriously, there was nobody else in the whole Sears store that I could see. After the sale I was left to deal with the call center which must be located over seas. I believe they will tell you anything to get you off the phone and leave you to wait and wonder if and when someone is ever coming to install. Let's back up a bit to the purchase. I bought a W/D. I was also sold stainless hoses, a washer drip pan in addition to a take away charge and a 4 prong plug (they said they couldn't use the one I have). My appt is set and I recieve a text stating the driver will call me 30 min prior to confirm. I wait at work for the call for my 11-1pm window. No call. I call, "oh they are running late" I am told this 3 times until I call at 630pm and then I am told they came out 5 hours ago and no one was home and I am scheduled for 4 days from now. REALLY? So I fight on the phone for about 2 hours and finally get an appt for two days later. One of the things they sold me at the original point of sale was a drip pan for my washer. Soooo. They arrive on Friday, my second afternoon off work, and inform me that they do not install the drip pans, they only bring them. Also, the *** installer couldn't get the old hot water hose off and told me I would have to hire a plumber to have this done and also have the hole drilled for the pan to fit over the existing drain hole. I am 55 and a single mom and sorry, I don't have *** saw handy!!! It would have been nice to know this needed to be done!!!! NOW, he says, we will leave your washer here in your living room and you need to hire a plumber to get the rest done. BYE. And they leave and mind you they took my old washer and dryer with them. SOOO I call a plumber and pay a ridiculous amount for them to do these two things and call Sears and tell them I need to have someone come back out and finish the install and they say "OK great you are on for tomorrow you will get a call with your time window." I did not get a call and at 930pm I call and they say "We have no record of you". This results in ANOTHER 45 minute call and most of my evening. I don't know about any of you that might be reading this but I am a reasonable person and this has just been an absolute nightmare. I can see taking an afternoon off to take delivery, but having a 3rd and 4th appointment is beyond what is appropriate. I used to think Sears was an iconic store but I don't see them being around much longer. Bottom line. I will NEVER buy anything from Sears again. They are a dinasaur stuck in the past and sadly are just no longer relevent.
View full review
Loss:
$1700
Cons:
  • It was the worst
Reason of review:
ALL OF THE ABOVW

Preferred solution: Let the company propose a solution

Anonymous
map-marker Concord, New Hampshire

Sears sucks

OMG I have been given the run around by customer solutions for a repair to my washer. The have tried to repair it twice now in the last 3 weeks. Last tech told me that parts are no longer available and it would be replaced per the Master protection warranty. Gave me a date that I should hear back from them. That date has come and gone. NOW today, I called the number that the tech gave me and all I got was a recording that wanted to sell me a cruise! Finally looked online and got a number. Spoke to 3 different folks that barely speak English and each of them hung up on me! Called the number above and again the lady hung up on me!!!!! I called back and now over an hour into this and I am now on hold to speak yet another person and repeat my story and info yet again! Let's see where this gets me!
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Loss:
$850
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Mount Laurel, New Jersey

Horrible new washer; I GAVE IT AWAY FREE!!!

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I bought one of Sears new style washers in late May 2015 and hated it from the first time I used it! What a piece of junk. It took an hour & 1/2 to wash a load of clothing because it spent every 5 minutes "sensing" and making weird noises. Clothes did not get clean AT ALL though I began washing every load on "bulk" so it would fill with more than 2 cups of water! The washer totally ruined some of my clothes because they were so twisted and damaged! Their was no way to trick it to "soak" a load of whites. I went to a used appliance store and bought a used older-style washer with an agitator and without that *** "sensing" business last week (spending another $230 for a "DECENT" washer) and GAVE that store FOR FREE the $500 piece of junk from Sears! The store did tke of the delivery fee of $65 for my used washer. I would have given it to them anyway just to get the new Sears piece of noisy, awful junk hauled away from my condo! IF YOU WANT CLEAN LAUNDRY THAT IS NOT DAMAGED, DO NOT EVER EVEN THINK OF BUYING A NEW WASHER FROM SEARS OR ANY OTHER STORE!!!!! You will be so disappointed that you will just be sick for making a decision to buy one! G. Fisher
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Loss:
$480
Reason of review:
Piece of junk; took all day to do 6 loads of laundry that did not even come out clean, and some clothes were so wrinkled I could never wear them again!

Preferred solution: Let the company propose a solution

Anonymous
map-marker Steubenville, Ohio

Washing machine repairs

brought a sears Kenmore washing machine model 110.2810****. 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 still under warranty I called 800-469-**** to schedule an appointment. I was told it's still under warranty information provided to them. was told a service tech would call me to schedule the repair.

28 hours later still never heard a date or time . I called and received a recorded message that my repair appointment is scheduled for 10-13-** **/2pm.a month is way to long to wait. we are supposed to go with out washing clothes for a whole month. i was told the service tech is only in our area on Tuesday's & Thursdays.

grant you there are just the two of us but that long to get a service call. looks like Sears better hire more repairmen because everything they sale is junk and going to need repaired.. we brought an LG washer at Sears three years ago over $ 1200.00 it lasted two years out of warranty called a local repairman, who came and said he can't get parts from LG to fix it. just of of luck.

MY ADVISE TO EVERYONE WOULD BE TO FINE A WASHING MACHINE WITH A WATER LEVEL ADJUSTMENT AND ONE THAT STILL HAS AN AGITATOR STILL THE BEST WAY TO WASH CLOTHES. MOST WASHING MACHINES MADE TODAY ARE FOR WATER SAVING AND ALL PROBLEMATIC. MY FIRST WASHING MACHINE WAS A MAYTAG WILL A SUDS SAVER AND WATER LEVEL ADJUSTMENT LASTED 26 YEARS AND FOUR CHILDREN.

DRAIN PUMP WENT OUT TWICE . WAS STILL WORKING WHEN WE GAVE IT A WAY.

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Reason of review:
POOR REPAIR SCHEDULE TIME 4WEEKS ???

Preferred solution: Deliver product or service ordered

Kalilah Dyo
map-marker Ventura, California

Sears - Stearns And Foster Mattress Review from Ventura, California

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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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Reason of review:
Warranty issue
Anonymous
map-marker Columbia, South Carolina

Servive in Sears Appliance Department

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Sears Two Notch Road Columbia SC (Appliance Department) Employees sitting talking. Long wait for someone to come over to assist me. I selected an appliance in a large box. I had to get it to the cash register. When transaction was completed, was asked if I was going to carry the large box out myself. Received an incomplete sales check, item purchased not listed.Sales check #0152********. Trouble with telecheck system - Service was the worst. Refused my check the first time. Then asked for the information over and over. I finally used my debit card. My check was good. My experience today was not good. I did not feel welcomed at Sears and I was humiliated by the telecheck system.
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Cons:
  • Service received in store
Reason of review:
Poor customer service

Preferred solution: Employee training and supervision in customer service. A reliable telecheck system.

Anonymous
map-marker Buckeye, Arizona

Sears Work Experience Review

My fiance works in a Sears Auto Center. He just approached his boss today and asked him for a couple specific days off with one being a month away and the other being almost 2 months away. His boss informed him that by doing that he is just causing problems for everyone. When my fiance explained that he would be escorting me to my prenatal doctors appointments, his boss was sure to let him know that he really didn't care and that we need to work around his schedule. This is really hard to do as he only makes the schedule 1 week at a time and has never made one in advance. He also asked his boss about what would happen if there was an emergency. He told my fiance that I would have to deal with it by myself because work is more important. It is sad that Sears feels as though family is not a priority. They need to be more up front about the fact that work comes first and your family and health come second.
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Reason of review:
Bad quality
Anonymous
map-marker Oklahoma City, Oklahoma

Sear service cheating?

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On 08/30/2015 at 0540 PM Sear shop on Midwest City, Oklahoma I return on Compact Reciprocating saw, Craftsman 6 Amp. One salesman, he gave me the same No#17175 with par code#920423****, price $37.99, but my bought on May 15, 2014 was $39.99 and gave me a receipt which showed I pay extra $10.17, I gave hime $20.00 and gave back to me $9.83. Looking on receipt I dis ask him why? I have to pay extra $10.17. He recalculated and about 10 minute, he called one lady, she told me she is his supervisor and told me, it is even and give back to me $10.17. I asked her receipt. She said no. I asked her what happen if my reciprocating problem I can't return. She told me bring here I will do it. Please give me receipt I can't get out with no receipt. She told me that One piece wrapped around box is shown you bought it. I asked for Manager, she told me I am a Manager. I ask for higher level, she told me he is off today. I don't know why and called to service without answer. Please do not by anything on Sear shop on Midwest City or may be Sear because both employees want to cheating without any want to be good employees.
View full review
Cons:
  • Being treated poorly
Reason of review:
Poor customer service

Preferred solution: make a honest with good service employees including manager with training for ethic.

1 comment
Guest

you make no *** since at all. 39.99 vs. 37.99 is 2.00 not 10 if you want to complain make the story right.

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