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Sears Buy Online Review from Memphis, Tennessee

1.0
Details
Placed an order online 5-16-15 for pickup in store. Received email on 6-3 that it was ready. I Went to the store on 6-4 to pick it up. I used the app for delivery to my car but 6 minutes later (5 minute guarantee) it said that it had been picked up so I went inside to the order kiosk. After about 10 minutes someone came out and said it will be a few minutes and they will bring it out. I wait another 15 minutes. Nothing. Go back inside to the kiosk and call for help... Again. Eventually I'm told that the item is lost and that they would directly ship me a new one. 40 minutes of waiting and a trip to the store for nothing. 7-2 and still nothing. I've talked to several people with many transfers back and forth over the past week. Three managers were supposed to investigate and call me back. None of them have. Almost two months since my order and I am still fighting for what I paid for. Store # 0001146 No product. No refund. No service.
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Review
#659629 Review #659629 is a subjective opinion of poster.
Reason of review
Order processing issue

Sears in Ambler, Pennsylvania - Washer/dryer installation and customer service nightmare

1.0
Details
I want to file a formal executive complaint. I will be in contact with the BBB tomorrow if this issue is not resolved by then. I placed an order on 5/30/15, for an Electrolux Washer and Dryer. From the start everything was an issue on the order. First, the person who took my order over the phone completely butchered my address. Then, I was contacted later that day by a delivery man saying he would be there the next day. This is when I found out that my address was completely incorrect. I mean come on, the sales person put St Rd. How is that even possible? The delivery person was able to fix this issue. The second part of this issue was the delivery date. It was off by a full month. He was trying to come 6/1/15 and I specifically said it could not be delivered until 7/1/15. Again, he was able to fix this issue. Later that day I was reviewing my order and I not only realized that I was charged $69.99 for one installation and delivery but that there were no washing machine hoses in the order. I called to add this to my order and was told I would be unable to do that it needed to be a new order and they would deliver it separately. I finally convinced them to at least get it tacked on to the same delivery so that they would be there at the same time in order for the order to be complete and installed. Now, skip forward to today 7/1/15. It was supposed to be an exciting day. This exciting day turned into a nightmare very fast. The delivery and installation was confirmed the previous day. When the delivery men came they were quick to drop things off and I was confused. Kenny, showed me his work order paper that specifically said to leave in crate. Now, this makes absolutely no sense. After paying $2,500 and INSTALLATION and delivery being included in the price you would expect them to complete their job. I am 5'2" why I would ever agree to setting up a stacking washer and dryer myself is beyond me. I immediately got on the phone with customer service while the delivery men were still at my location. They asked to speak to the driver and instructed him that it was in fact part of my order to install the items and that they should go ahead and do so. Because Sears subcontracts, Kenny and his co-worker were more concerned about whether or not they would get paid for the work. He insisted that because he did not get instructions from his manager he couldn't complete my request. A request that was paid for over a month in advanced and scheduled. Kenny and his co-worker left the washer and dryer in their boxes in my garage no where near where they need to be hooked up and not stacked so I couldn't hook them up myself even if I wanted to. It then turned in to a big pathetic game of waiting on phone calls that were never intended on being returned. I was on the phone for an hour and five minutes with one lady Elizabeth. She got a hold of a manager in the delivery department Jesse. Jesse was patched into our phone call and he insisted he would get a hold of his drivers and give me a call back within the next hour to see if they could return before the end of the day. TO COMPLETE THE ORDER THAT I HAD PLACED OVER A MONTH IN ADVANCE AND PAID FOR. They then put in a request for service to come on 7/3/15. I told them that this would NOT be okay, as no one would be home because it is a holiday. Not only that, but I had allotted my whole day to sitting at home waiting for them to install my washer and dryer today. I did not place this order the night before, not even a week before, a WHOLE MONTH PRIOR. I should not have to give up another day to sit around and wait. I also shouldn't have to wait another week and a half before anyone would be home to be available for the delivery. I obviously picked today for a reason, because it was convenient for me, the customer. Guess what? Jesse NEVER returned my phone call. Almost 5 hours went by and I had enough. I called the delivery customer service office and restated all my grievances. I was again reassured that my order was in fact supposed to be installed and that a mistake had occurred. This time I spoke to Derrek in Florida. He was able to get a hold of a manager in the delivery department, Tyler. Tyler told him that no one ever contact the drivers (i.e. Jesse lied and didn't do his job). Tyler said he would contact the drivers and get back to him. Well, Derrek called about three times and sent about 2 emails with no response. I called Derrek back about 5 times asking for an update. He told me that they often have trouble getting in contact with the New Jersey delivery team. I have no idea how a company can operate not being able to get a hold of their drivers, not call customers back, and most importantly not go above and beyond to insure customer satisfaction. I am completely dissatisfied with my experience with Sears. I will NEVER purchase anything again from your company. Alas, it is now almost 9pm and no one ever came back to finish the installation on the day it was confirmed and no one has called me back from the delivery team. I asked Derrek for their number so I could contact them myself. I got in touch with Yani, who told me she would do her best to see if they could get them to return tomorrow instead of Friday. This was 2 hours ago I haven't received a call back and I called a second time and was told she was busy and would call me right back. So, now I will have to continue to make phone calls tomorrow to get this issue resolved. This is completely unacceptable for a business to operate this way. I really hope actions are taken to resolve this issue so that it doesn't happen to someone else. At this point, I will continue to follow up until I feel some sort of satisfaction with the results. However, nothing can be done for me to ever make another big purchase like this from your company. I have been completely disrespected, both my time and my money. Apparently my business is not good enough.
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Review
#659436 Review #659436 is a subjective opinion of poster.
Cons
  • Customer service
  • Delivery team
  • Order not being completed
Reason of review
Problem with delivery
Loss
$2500
Preferred solution
Deliver product or service ordered
Tags
  • no resolution
  • Lack Of Commnication

Sears - Kenmore Elite Refrigerator Review from Duluth, Georgia

Purchased a new fridge. Kenmore elite 6 months ago. the door water and ice stopped working along with the control panel inside the door. Called to schedule service was told 3 weeks was the soonest appointment. Wasnt happy with that talked to a super visor and it got bumped out another week. gave them the error code they mailed us the part a week later it sat on my counter for 3 weeks waiting on the tech. He came out said they set the wrong part he ordered it then said the soonest he could come back is july 18. Are you freaking kidding, that puts me almost 7 weeks for warranty work on a 6 mounth old unit . Of course sears cant speed it up because the service comes through a third party. They way i see it sears took my money and sold me on the warranties and service so there the ones responsible for this.
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Review
#659327 Review #659327 is a subjective opinion of poster.
Reason of review
Damaged or defective

Sears - Ge Appliances Oven Review from Plainsboro, New Jersey

After my last Sears appliance breaks I won't purchase Sears again. Their service people don't show up ever when promised and they don't finish installations either. They never finished installing the trim for my oven. (That was a GE purchased from Sears.) That was after two delays just to deliver. Also the same with the washer. Now I am awaiting the dryer repair guy after not showing a week ago and never calling. Now they are going to be late for today. No customer service nor do they care. And if their service call person says one more time I understand. No they don't. It is condescending. They aren't the person kept waiting.
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Review
#658508 Review #658508 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears - Lg Lp1013Wnr 10000 Btu Portable Air Conditioner Review from Kent, Washington

2.0
Details
I bought an LG 10,000 btu portable air conditioner from Sears Outlet online. I was told to pick up at Sears location at the Mall at Tukwila. I arrive there only to be given a used clearly inferior model air conditioner to the one I purchased. The difference I price was over $150, the condition was used. The warehouse worker insisted it was my order. I told him clearly the numbers on my invoice don't match the sticker on the product he gave me. He offered me to speak with a manager. The manager at first was going to say the same thing as the warehouse worker until she noticed that there was a discrepancy with the numbers. They then went to go look for the correct order, which they couldn't find. I was later informed that there was no stock for my order except for one unit which was missing a part. They couldn't tell me which part it was. I couldn't believe there was such a discrepancy with the inventory the website had shown. The website showed 3 units! I don't understand how they could be off by that much. I wasted a lot of time at the store and was really disappointed. I used to love Sears. This will probably be my last purchase from them. I don't think I can trust them.
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Review
#658377 Review #658377 is a subjective opinion of poster.
Reason of review
Order processing issue

Sears in Mexico, Capital District - TOXIC REFRIGERATOR

Update by user Jun 29, 2015

I'm scared. I have had trougle sleeping.

Tomorrow I am getting a physical and the Dr.

has ordered all sorts of tests and exams.

WHY DO I HAVE TO BE TURNED UPSIDE DOWN INSIDE OUT because of SEARS.

I have to take my child to follow up tests.

Original review posted by user Jun 29, 2015

I bought an LG refrigerator from sears. At installation the water and ice dispenser tasted like oil ( not cooking). Thinking SEARS would only use non toxic material I decided to let the water flow. I contacted the sales rep with my complaint and he assured me all would be well that he would send the techs ( this happened twice ) I think he wanted to delay because of the warranty. STATUS my child was hospitalized due to urinary tract problems and I have diarrea since 10 days ago. The water in the glass has bubbles on the glass wall ( oil and water don't mix) There are technicians taking samples for toxic material, petroleum products and things I never heard of.
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1 comment
Anonymous
#1002272

sears toxic refrigerator

I just broke the news to my husband. The gastroenterologist thinks I need an intestinal BIOPSY!!!!!!

Ufortunately I have diarrea and the procedure will have to be done until I'm better.

There goes our vacation money.

WHO would think that buying a refrigerator could get you sick. I hope the lab results give an answer and a solution to our family suffering.

Review
#658163 Review #658163 is a subjective opinion of poster.
Cons
  • Dont honor warranty
Reason of review
defective and sales person avoided applying the warranty
Loss
$2500
Preferred solution
full refund or exchange for other refrigerator similar characteristica

Sears - Kenmore Washing Machine Review from Brooklyn, New York

3.6
Details
We purchased a Kenmore washing machine and advised the associate that only afternoon delivery was needed. She advised can't guarantee but would note it. We received call night before saying morning delivery was scheduled. I called and talked to customer service rep and was told afternoon wod be ok. Next morning I received call saying divert was on way. I advised we were not home and again talked to customer service and was to that in our area only morning was available. We rescheduled for am delivery, my wife took off from work again and received call night before saying delivery would be 1-3pm. It seems like they play games. Now being told have to take whole day off because they can't guarantee am or pm. Customer service is terrible and could care less about money lost for missed work. I love Sears products but will never shop there again.
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Review
#657700 Review #657700 is a subjective opinion of poster.
Reason of review
Problem with delivery

Sears in Salisbury, Maryland - Repair Customer Service Horrible

1.0
Details
My daughter has a Kenmore refrigerator, only 1 1/2 years old. It started making an extremely loud noise, so she called for repair. The first time they sent someone out, they went to the wrong address, called Sears and told them, they said oh well the next appointment we have is in 2 weeks. So the noise got much louder. The next appointment the person from Sears shows up with a vacuum, walks in her house and my daughter says, you can hear it from here. He says "oh you need repair, I clean the appliances, have no idea how to repair them", so she explained how previously they were supposed to be out. He said it was their mistake and called to get her a repair person, they told her it would be 3 weeks. This morning she got up and the refrigerator quit working. She has 2 small children. Sears has gotten very disappointing, where I thought they were a reputable business, I will no longer tell people to buy from there.
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1 comment
Anonymous
#1001888

She makes the same mistake i made......the customer assumes that these Sears peole actuqally want to come to your house and provide service.....clearly they come up with every excuse possible to NOT show up or arrive.....my guess is they have a betting pol back at the shop and the winner is the one who most frequently fails to appear, gets lost, doesnot have the right equipment, call the wrong cell phone number, call you at home when the instructions were to call the cell phne( Of course they have all your numbers but they will only call one and they never leave a message !!!!.....they win.....the loser is the Sears employyee who actually does the work assigned

Review
#657467 Review #657467 is a subjective opinion of poster.
Cons
  • Customer no service
  • Service
Reason of review
Poor customer service
Loss
$2750
Preferred solution
New refrigerator

Sears - Double Oven Cooktop Review from Houston, Texas

4.0
Details
Over the last 4 to 5 years I have purchased a washer dryer , refrigerator , a dishwasher, and finally ( and last Sears purchase) a double oven and cooktop. The appliances are fine but the incredible difficulty with delivery and installation means I can never shop at Sears. What used to be the absolutely best aspect of sears is now the worst possible. I paid for the delivery and installation of each appliance I purchased at Sears. It is no longer done in house apparently. Dealing with sears after the purchase was simply incredible. On hold for more than an hour on several occasions. Promises made that someone would call me and of course it did not happen. The $900. Dishwasher that was delivered without the hoses necessary to install it. I went back to Sears to get the hoses. No answer to my question as to why the delivery and installation service did not check before they left Sears to make sure the dishwasher had the right hoses. No answer as to why they did not stock the hoses on the delivery vehicle and no explanation as to why it was my responsibility to go back to Sears and get the hoses that were supposed to be in the dishwasher to begin with. Over one month elapsed before I could Sears to comeback and install the dishwasher ( I had paid for delivery and installation).Store manager would not return my call. In spite of that I foolishly spent over $3,000 several months ago on a double oven and cooktop. The delivery and installation experience was even worse. Sears does not care about their customers .... In fact they seem to hate them.The customer service number in their web site was only for internet customer....which I was told after holding 1/2 hour. Agent could not transfer me and I had the pleasure of calling the new number and holding another 30 minutes and spoke to someone who could not ( or would not) help me You could not script a strategy for destroying a respected Store as effective as this. It is a tragedy.
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2 comments
Anonymous
#1001657

Straight answer. Sears appliance salesperson here.

The dishwasher hose thing is an easy mistake to make.

Kit 22-11000 is not automatically prompted at the register. Its also ridiculously easy to fix and takes two mins at the store. Any longer than that and they dont know what they are doing. Cash in/ Cash out.

done.

Sounds like you bought at a store. Not sure why your salesman did not help you. For those reading this. Dump this problem on your salesperson.

They got PAID for it so they can fix it.

As far as the phone system goes. DONT bother calling. the system either promps to internet sales who wont help or a machine. People manning the office does not happen now.

Go to the store. Yes I know a pain but this is why:

Sears salespeople are commission only and corporate dumps problems including screw ups by the internet sales department on the stores. When the phone rings, we are more likely to get a call about an internet sale than our own or one of our store coworkers. You see Sears as Sears.

Sears is actually broken up into business units.

We do not get compensated for fixing corporate screw ups.

You dont have to like the answer. It is the correct one.

Anonymous
#1001882
@Anonymous

I purchased one hose when i purchased the dishwasher at Sears on Main st (purchase price about $900.00). I had that one with me.

According the delivery and installation people the Dishwasher was supposed to have another hose inside of the dishwasher....it was not there. The delivery people arrived on a Friday. I went to Sears on Main Street and purchased the hose that was supposed to be inside of the dishwasher. I called the delivery and installation people from Sears and said I had it the additional hose.

They never called me back. I had the dishwasher on the floor in the middle of my kitchen for a month and no calls EVER returned

I have no doubt that your explanation is true....but it describes an incredibly dysfunctional retail store. It is simply incredible that they continue to give out the incorrect customer service number....that no one takes any responsibility and NO ONE EVER returns a phone call and they seem to take pride in it.

How *** I was to put myself through it all again when( about 18 months later) I purchased the double oven and cooktop range.....still the incorrect customer service number on the Sears web site : still unanswered phones and messages NEVER returned. So sad since i liked Sears and they still have some knowledgeable,professional appliance sales people.They could not try harder to ruin a formerly good store.

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Review
#657457 Review #657457 is a subjective opinion of poster.
Reason of review
Order processing issue

Sears in Victoria, British Columbia - No appliance service

1.0
Details
We purchased appliances from Sears 5 years ago…the fridge now has problems and phoned for service and got someone in a call centre in who knows where. She told me they no longer service appliances in our area and had no idea on who to call. I called the store here in Victoria and they told me the same thing!! They have no idea who to call and didn't really seem to care. Why buy anything from these guys? If you have an extended warranty, you have wasted your money. Do not buy anything from Sears if you want any service!!! Never ever will we purchase anything from Sears again. Lesson learned! No wonder they have problems…….
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Review
#657269 Review #657269 is a subjective opinion of poster.
Reason of review
Poor customer service