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Sears Terrible Customer Service and Communication.

1.0
Details
Do NOT buy a refrigerator from #sears. #Sears has failed MISERABLY on their customer service, fulfillment and logistics with me. I am a #Cisco employee who was using the employee discount program which I will be advising Cisco to terminate with Sears as this experience has been SO terrible. I ordered an LG refrigerator from Sears on May 19 2015. They said it would be delivered to me on May 29, 2015. I was notified on May 28 I was told the fridge was “not available” and that it would be delivered on June 5, 2015. As expected on June 4th I received a confirmation email from Sears as well as two confirmation phone calls confirming my delivery window of 4pm-6pm. I left work early and waited at home for the Sears delivery man to show up 4-6pm. The truck arrive 20 minutes late at 620pm, I showed him the space in the kitchen and then he returned from the delivery truck and said “Your item is not on my truck. I only have two mattresses on the truck.” UNBELIEVABLE!!! He said he would have Sears call me, which they NEVER did. I called Sears myself that night only to be given a stock answer of “we will have the Warehouse Manager call you within 24-48 hours” to “try and get an earlier deliver date than June 5 (which was the newly decided delivery date). The Warehouse manager, or anybody from Sears never called me! I called #sears on Monday myself to receive a lot of scripted answers by their inept and inadequate call center employees and “supervisors” who had NO authority to escalate the situation or explain why this delivery man showed up to my house with an empty truck. I was PROMISED that they would deliver the #LG refrigerator on June 5 or someone would call me to tell me the order had not been fulfilled by LG. I received TWO phone calls confirming the June 12 delivery on June 11 and I took the day off of work as they assigned a delivery window of 12-2pm. By 245pm NO fridge. No phone call. NOTHING. I called Sears irate, long story short, demanded to speak to an escalated management team, waited on the phone for over THREE hours and never spoke to a manager. The agent said the new delivery date is JULY 5!!! Nobody even asked me if this is OK, I won’t even be in town…. They have now promised someone will call me, which I don’t believe will happen.
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Review
#650406 Review #650406 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Service
  • Lack of item promised
  • Avoidant
Reason of review
Order processing issue
Loss
$2200
Preferred solution
Deliver product or service ordered

Sears - Lawn Tractor Review from Aliquippa, Pennsylvania

1.0
Details
My husband bought me a new lawn tractor, due to the one we had was old, and he wanted one that I didn't have to use my right foot due to nerve damage and I cannot use it! This is also due to he was going to die from pancreatic cancer and did not want me to not have the money after his death! We bought the tractor at the middle of summer 2013, in September the motor blew up, only after a fee cuts. At this time sears sent out a employee to fix it. It need a whole new motor. It was put away for winter never used after that. Come march 11, 2014 my husband passes. Never got to the grass til June. Took the tractor out to cut and it was smoking, so I called sears they came out, and the employee from sept 2013 over flowed it with oil and had to replace another part. 2015 now this is probably my 10th cut maybe and there is another problem with it, and the motor. Called sears spoke to Jake and he can't do anything about it, and says the warranty is up! I think it is a lemon! Need a call back from corporate in this matter! The tractor is a Craftmans. When Calling the web line, got a employee who could not speak English ! Had to look up local store!
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Review
#650287 Review #650287 is a subjective opinion of poster.
Reason of review
Damaged or defective

Sears Non-responsive on Item Return

2.8
Details
Tried to return bedding purchased at Sears onine. Apparently, this was purchased through Sears' 3rd party vendor. They are non-responsive, so am unable to return item. Sears does not take responsibility for their 3rd party vendor having no working phone and not responding via email. Sears promises to make good on this issue but never follows up. I've called them 5 times and they keep telling me to wait for resolution. It's been over 2 weeks since I've contacted Sears. They are stringing me along and hoping I give up. Customer Service reps overseas say they will follow up with me and they never do. At one point, they suggested that I send the item back to an address for the 3rd party vendor without an RMA # or any type of return authorization. This is irresponsible.
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Review
#650172 Review #650172 is a subjective opinion of poster.
Reason of review
Poor customer service

Horrible service/ # will never order from Sears or shop at Sears again

Ordered a washing machine from Sears. Was annoyed to begin with that I needed a new Kenmore washing machine after less than 5 years; however, ordered the Kenmore washer since it was a match for dryer that was still operational. Scheduled delivery. Was called at the time of scheduled delivery and was told the truck go into an accident and would not be able to deliver. I was understanding, as accidents do happen. Was assured that I would receive my delivery between 7-9am today. No show. Was called by the computer to and told that delivery was scheduled for 2:15-4:15pm. Was annoyed, since I had been assured by representative the day before delivery between 7am-9am; however, was still understanding. Received call, that delivery was going to be late but still today. When no on showed up by 4:55 called costumer service and was informed that truck was near and they would get back to me. Asked to speak to a manager. Manager informed me that she contacted trucking company and that delivery was not going to occur. She was surprised I had not been informed. Sandra ID #635430 told me contacted trucking company to get me added on to Sunday delivery and she would contact me when heard back from trucking company. Never heard back from Sandra. When I called back a couple of hours later and asked to be connected back to Sandra representative would not. Told me no chance of delivery. Tried to offer me 10% discount coupon. Cancelled my order and will never buy anything as Sears again. Poor products (Kenmore washing machine done after less than 5 years) and horrible customer service. Wasted 2 days of my life that I will never get back waiting for Sears to deliver...No wonder Sears is in trouble........
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1 comment
Anonymous
#1101491

SEARS is CRIMINAL - THIEVES ! NEVER NEVER NEVR BUY ANYTHING FROM SEARS !

NEVER NEVER NEVER ORDER ANYTHING FRM SEARS - SEARS LIKES TO LIE ABOUT HAVING IT IN STOCK WHEN THEY DO NOT HAVE IT IN STOCK, SEARS TAKES YOUR MONEY ANYWAY, PRETENDING LIKE THEY HAVE IT IN STOCK, THEN THEY SEND YOU EMAL STATING YOUR PACKAGE HAS BEEN SHIPPED BUT IT IS ALL LIES and IT HAS NOT BEEN SHIPPED !

SEARS TAKES YOUR MONEY AND GIVES YOU NOTHING _ GARBAGE ! SEARS LEADERS BELONG IN PRISON !

Review
#650021 Review #650021 is a subjective opinion of poster.
Product
Sears Coupon
Cons
  • Poor service poor product
Reason of review
Poor customer service

Sears in Asheville, North Carolina - Delivery truck damage to my house

1.0
Details
I had a Sears delivery on May 7th and I noticed about 4 weeks later that the delivery truck driver hit the side of my house smashing the down spout and breaking the reflector. He failed to tell me about the damage and I have tried several times to get someone from Sears to help me. I have tried on line and have called several times and I keep getting forwarded to different departments at Sears and I've been disconnected at least 3 times. I have handled this in a professional manor but it doesn't seem that Sears is a professional company. Are things really that bad at Sears, they don't seem to have a customer service department. I realize that they will probably refuse to do anything about this but I think they should be informed. VERY DISAPPOINTED!
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Review
#649917 Review #649917 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Delivery truck damage
  • Customer service
Reason of review
Damaged or defective
Preferred solution
Let the company propose a solution

Sears in Pittsburgh, Pennsylvania - Price Protection doesn't apply if you use your points

4.3
Details
Purchased a patio set in mid-May, happened to check the price a few days later to discover it had gone down by over $30. So I submitted a price protection request online. Hadn't heard anything in nearly a month so I contacted them. Because I had used a "surprise" 10% code they sent in my email (which BTW- was valid the entire month and would have been valid had I waited a few days to purchase at the lower price) and $25 worth of SYWR points to get the price down, they wouldn't match the price. Those $25 points I got because I signed up for a paper subscription locally and that was a 'reward' they offered as a bonus for signing up for the paper. Those points were valid through the end of June. So instead of giving me back my $33, they told me that since I was such a savvy shopper I'd already gotten the price down by $34 and they wouldn't match it. Wish I'd just waited 6 more days to buy the set. I am a pretty loyal customer (we amazingly do not have Target or Wal-Mart in my town - only a Kmart - and I like their clothes for my kiddos and can find some reasonable prices at times). They're probably going to lose a loyal customer over $33. I'll be driving to the next town to shop at Target from now on. Target is beyond reasonable with their price match and return policies. And free returns online so I don't even have to drive back to the store if I change my mind! Bye bye Kmart and Sears.
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Review
#649681 Review #649681 is a subjective opinion of poster.
Reason of review
Pricing issue
Loss
$33
Preferred solution
Price reduction

Sears in Rocklin, California - Problems from Sale to Install

1.0
Details
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.
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Review
#649640 Review #649640 is a subjective opinion of poster.
Cons
  • It was the worst
Reason of review
ALL OF THE ABOVW
Loss
$1700
Preferred solution
Let the company propose a solution

Appliance Review

2.5
Details
Purchased 2 home appliances and they reschedule delivery twice without any contact and expect you to accept new dates. Can't be trusted
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Review
#649603 Review #649603 is a subjective opinion of poster.
Reason of review
Order processing issue

Sears in Seattle, Washington - Bad tool, worse customer service

1.7
Details
Awful experience. The tools that Sears make are just not what they used to be. A new set of sockets was bad enough to fail after using it three times. I went to Sears in Southcenter Mall, Seattle, WA, to return them and exchange for another but did not have my receipt with me. I purchased the items a little over a month ago at another Sears up the road. Since the store's computer system is completely antiquated, the receipt could not be retrieved using my phone number, email or credit card. The store manager would not offer store credit. Instead, he offered one excuse and insult after another. He made fun of how I used a bucket from another brand for carrying my tools. He said he's been in retail for 43 years and without the receipt there's nothing that can be done. He looked at my address and interrogate me about why I didn't go to the other store to make the return (I live in between the two stores and it happened to be more convenient for me that day). He huffed and puffed about how customers cannot be trusted, and suggested that it wasn't me who purchased the tools. Apparently neither can Sears be trusted. Not for quality tools and not for customer service. Time and money wasted. Do yourself a favor and shop somewhere else.
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Review
#649575 Review #649575 is a subjective opinion of poster.
Pros
  • Variety of tools available
Cons
  • No solution
  • Some tools are of low quality
  • Abusing customer service
Reason of review
Poor customer service
Loss
$200
Preferred solution
Full refund
Tags
  • Tools
  • Insulting Manager

Sears - Installation Review from Colleyville, Texas

Worst buying experience ever. Bought washer & dryer from my local store, delivery arrives and can't install dryer because I don't have proper vent, which they conveniently don't carry or sell in their store for the products they sell. So I go to a COMPETITOR and purchase what I was told to purchase and delivery returns a week later and tells me I still don't have the right part. Dryer is currently in my living room and I've paid nearly 400 dollars just for delivery, installation and parts and no one, local, delivery or through the 800 number can seem to tell me what to do or what exactly I need.
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Review
#649549 Review #649549 is a subjective opinion of poster.
Service
Sears Installation