Anonymous
map-marker Holyoke, Massachusetts

Never was delivered!

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i had a delivery set up for today they never showed up. i called to ask why they never showed the guy lied to me and said that the truck broke down. i said ok i want my stuff i spent 3,000! he said they cant deliver for another week i am furious!!!!!!!! this is not right as i paid extra for a prompt delivery and this is the response i get i can wait. my holidays are now ruined because of this store. i asked to speak to someone in charge he said there is no manager there. there was a guy in the backround he said too bad i am off the clock
View full review
Loss:
$3000
Cons:
  • Rude staff
  • Stuff wasnt delivered
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Jayani Obf
map-marker Westwood, Kansas

Ordered a mattress from Sears but did not receive it

I received no e-mail conformation the day before the delivery date. The mattress did not show up on the day it was supposed to be delivered. When i called Sears they said they would check into it and get back with me, they never did. I had to call back numerous times until they said they had the order info. but they said overstock.com had not gotten the information from them. Overstock.com called me and said they were checking into it and they would get back with me, they did not call back, i had to call them. They told me they were trying to resolve the issue with Sears. One of the Sears reps. said they would put in a request for a discount on the mattress for all the problems i had experienced. After many calls and much argument with Sears they put me through to someone with an accent from India then i was transferred to someone with a Chinese accent. This person said she was going to refund the full amount of the purchase,plus send me a mattress for all of the problems, i confirmed this by asking her and she said it would take a few days to process the information. When i called to check on the order it was confirmed by sears, after calling to see when the mattress was arriving i was told i was refunded my money and there was no mattress on order for me. After again calling Sears and dealing with more rude people i was told by an escalated resolution rep they would call me after they checked into it. I had to again call back, the sears rep. said he did not see me getting a call from anyone and they were having problems with these people from other countries dealing with customers,not knowing how to do their jobs and making promises they have no business offering. I was offered 100.00 in Sears points, for my days of being on the phone, broken promises of calls, being hung up on by reps., lied to and being totally jerked around by Sears. I have been a Sears customer for over thirty-five years and spent tens of thousands of dollars with them. I will no longer be a Sears customer and even turned down the measly 100.00 worth of store points they offered. I hope this steers other people away from purchasing from Sears, they are not the store they used to be and have no concern for their customers.
View full review
Loss:
$600
Cons:
  • Being lied to
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Guest

Welcome to 2015. You sound shocked.

Layah Fju
map-marker Winter Park, Florida

POS Craftsman Lawn mower

I purchased this Craftsman mower for $100 from a neighbor who never could get it to run. My previous mower was simple, cost me $35, had a rubber bulb to prime, simple throttle adjustment. It was old when I got it, lasted 7 seasons of rough treatment and neglect. This Craftsman is like new, mostly because no one can get it to run. It has some sort of automatic choke, a bunch of plastic parts and wimpy springs. I managed to mow my small yard one time, with 6 interruptions to tweak the throttle, took 2 hours for a 20 minute job. Now I can't start it at all. I service my own dirt bikes, rebuild carbs, adjust vales, etc., but this thing is such garbage there is no repairing it. Called the Sears repair shop, they want $50 minimum to diagnose, then $99 minimum to service this POS, plus parts. I already have $99.75 more into this thing than it is worth. Lawn mower is like new, but I didn't purchase it from Sears, so no warranty. I can't believe they sell such garbage, then charge so much to just look at it that no one will opt to service it. POS mower, POS company. Be warned, stay away from any Craftsman mower with automatic choke.
View full review
Loss:
$100
Cons:
  • Response to the issue
  • It was the worst
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Mariana Ors
map-marker Mexico, Capital District

TOXIC REFRIGERATOR

Updated 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 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.
View full review
Loss:
$2500
Cons:
  • Dont honor warranty
Reason of review:
defective and sales person avoided applying the warranty

Preferred solution: full refund or exchange for other refrigerator similar characteristica

1 comment
Guest

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.

Marjorie Hrp

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Lawrenceville, Georgia

Refrigerator Review

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The worst service possible and still no refrigerator since February
View full review
Reason of review:
Problem with delivery
Anonymous
map-marker Goodyear, Arizona

Sears won't refund me for a damaged microwave bought through Sears.com

I’m having with Sears/Sears.com. On May 9, 2015 I went into the Sears store located in Goodyear, AZ to look at microwaves, as ours had decided to stop working. I spoke with a sales girl and she ordered me a microwave that should have met my needs. It did not. When this microwave arrived on May 18th I noticed a large dent in the side of the microwave and it doesn’t not fit properly in the cabinet space. I called the store and informed her and she told me that I could not return it to a store because it was ordered on Sears.com website. I was not told this when she ordered it, as a matter of fact, when I asked if it should not work out she told me I could just bring it in to that location for a refund. I then went into the store and spoke with a store manager, who then called Sears.com and put me on the phone with them. This happened on May 20, 2015. Since then I have found out that Sears.com is also a “marketplace” and they have 3rd party sellers on this site. Apparently, the person who listed this microwave is a scam artist of some sort. They sent me a return label with a Best Buy return address with my name on it, again, I bought this from Sears. I have been on the phone every 2 days since with Sears.com. They have tried (and failed) to contacting the seller of this item multiple times. Every time I call I get pushed back more and more with the “it will take 24-48 hours”. I finally thought I had some resolution on June 3rd when I received an email from them with a return address but no return label attached. When I contacted them they said they would not pay for shipping (shipping is $90) unless there was damage to the machine. I, once again, informed them that there was in fact damage to this microwave. I have since been told 2 more times that it will take another 24-48 hours to get this resolved. In the meantime I am out $274.55. I am without a microwave oven and I have used more time and energy than necessary to complete this task. I will NEVER use Sears for anything every again. We have bought many things from them over the years, as has our families....NEVER again. I will make sure everyone I know is very aware of this issue as well.
View full review
Loss:
$275
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Fremont, California

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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Reason of review:
Warranty issue
Daivon Ovc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Alexandria, Virginia

Dishwasher runaround

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I purchased a top-of-the-line Bosch dishwasher from Sears in May 2014. It wasn't everything I'd hoped for, and I stopped by the store once to discuss my concerns with the salesman, but he didn't give me a lot of reason to believe it was something that could be fixed, so I decided to just live with it. Then a couple of weeks ago it stopped working altogether, so I called service. (The machine is still completely covered under manufacturer's warranty.) I had to wait a few days for the scheduled service call. Nothing was mentioned about a part being shipped, but the day before the scheduled appointment, I got an automated message. When I returned the call, the young lady asked if the part had arrived. No, I didn't know anything about a part. She stammered a bit, said she'd check her records, and then came back saying that no, it looked like there wasn't a part involved after all. I stayed home from work the next morning as scheduled to wait for the repairman. After a while I got a call asking if I had received a part. No, I wasn't expecting a part, nor had one arrived. Oh but yes, a part was being shipped to me. He checked his records. Oh wait a minute, it's not supposed to be delivered until this afternoon. You mean you had me stay home from work this morning for a service call that isn't going to happen because the part isn't scheduled to arrive until this afternoon? Yep, looks like that's the case. So the service call is rescheduled for the next day. Unfortunately, my lost work hours and meetings can't be rescheduled. So the second day I come from work at noon to wait for the serviceman. More lost hours, more missed meetings. He arrives at 4:30. Laughs as soon as he arrives, because he sees the part on the counter. Turns out he has a truck full of parts that they shipped and he hasn't used. One three-second test tells him it's not the part that's the problem. For some reason he doesn't have diagnostic tools for this machine, so he has me go on line, look up the error code and print out the instructions for him. (That's weird; I thought he was the expert.) On further investigation though, he finds a large crack in the "tub", says it was likely damaged in shipping or installation, takes some pictures, and his superiors end up agreeing with him that it's not repairable, so I should get a new dishwasher under the warranty. Someone will call me in 3 business days to give me more information. Friday a young lady calls, two days ahead of schedule. That's good. She tells me that I am scheduled to get my new dishwasher delivered and installed on Saturday, with the old one hauled away. That's very good. I happily cancel my Saturday plans to stay home and wait. The truck shows up, they bring the new dishwasher up to my unit, and start to leave. Wait, what about installation? What about hauling the old one away? Nope, we just deliver. We don't know anything about installation and haul away. If it was supposed to be installed, it would have been a different crew. Not us. No, we don't know who you should call. Sorry. Bye. So I call various 800 numbers I find here and there, spend over an hour, talk to eight different people. No one knows. Someone else's fault. Someone neglected to check the right box for installation. Local contractor says it's not her problem. Someone may call you next Tuesday. Today I decided to register a complaint on Sears' Facebook page. Got a reply in a few minutes, sounded promising at first, but just more of the same runaround. No one knows. It's no one's fault. No one evidently has a record of any of my conversations. Someone from the contractor may call me tomorrow. Or not. Maybe I'll have to stay home two more days, because installation and haul away are two separate functions. Or maybe not. No one knows. Not their problem. Is it any wonder this company is circling the drain???
View full review
Loss:
$400
Pros:
  • Price
  • Product
Cons:
  • Delivery experience
  • Ignorant communication
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Guest

I had a similar problem with a dead Bosch dishwasher that I bought at Sears. After a year and a half, and countless service calls holding and being transferred repeatedly, I still have a dead dishwasher.

I will never buy anything from Sears again! I hope they go under.

David Rde

Hello there!

We want you to know we care and value each and everyone one of our members. We are truly disheartened to see your experience with us was not met with top quality customer service.

We are available to assist our members 7 days a week on any of our social channels. We encourage you to reach out to us with any concerns/questions at any time!

• Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

 

Both channels are moderated from 8am-8pm Monday-Friday and Saturday-Sunday 8am-6pm CT to happily assist our member's with any issues they may have! Thank you, SearsCares

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Anonymous
map-marker Stone Mountain, Georgia

Sears - Repair Review from Stone Mountain, Georgia

A very pissed off consumer! My refridgerator isn't even two years old & this is the second time I've had to get it repaired. Sears sent two different repairmen & all they did was tell me what I already knew,(MY REFRIDGERATOR IS BROKEN.) They told me it would be five weeks before my refridgerator would be fixed. As I explained to the woman in customer service I'm a mother with small children, five weeks is just to long of wait; her response to me was go to Wal-Mart & get a mini-fridge.
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Storrs Mansfield, Connecticut

Delivery problems with 3rd party delivery service with online purchase from outlet store

i have been trying for 3 weeks to have a refrigerator bought at the sears outlet store in shrewsbury mass. to be set up in my kitchen. The one they delivered is in our garage- we had to take the old one out ourselves they took the door- it has been sitting in our drive for 2 weeks. They say they only come to ct on Mondays- I constantly check to see if I have a delivery ticket they say yes -guarantee delivery on Monday-- I check the time --they are not here. We came back from vacation early--we are putting our house on the market there is no fridge in the kitchen-we can't do they have to take the doors off. They are a 3rd party delivery company and they are blowing us off --they "stink" This has been going on for 3 weeks. The delivery company doesn't pay attention to the store managers. I have spent a lot of money at sears over the years, appliances, tools, lawn mowers, barbecues, pation sets--no more if this is the kind of service i get--believe me I am advertising this among as many people as I can--even the local newspaper
View full review
Loss:
$150
Cons:
  • 3rd party delivery service
  • Blowing us off for 3 weeks
Reason of review:
Problem with delivery

Preferred solution: a refund in the amount of 150.00 so I can hire someone to do this

Anonymous

Product defective. Lousy customer service

Ordered a vacuum from SearsOutlet.com. Supposed to be a "certified product fully operational and functional". The product was not packaged properly and the switches were defective. When I ordered, I inquired about returns. I was told I could return to any Sears Outlet. When I did so, they told me that they could not refund my purchase and that I would have to ship it back to the originating outlet. When I then called customer service to ask them about send me a pre-paid UPS label, they told me that I would have to pay for shipping. When I asked to speak with a supervisor, I spoke with "Rusty" who said he personally packaged the product and they it was working when shipped. He said the pieces that were loose in the box, must have come undone during shipping. Bull. He said that shipping charges would not be refunded and that I should file a complaint with UPS. Simply passing the buck. What was wrong with the vacuum did not happen during shipping. UPS will ship the product back after making an investigation. Then I should receive a refund from Sears Outlets. This has been the WORST customer service I have ever received. DO NOT BUY FROM Sears Outlets. I will file a complaint with BBB if I do not receive a full refund. However long it takes!
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Reason of review:
Damaged or defective
Anonymous
map-marker Victoria, British Columbia

No appliance service

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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…….
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Fremont, California

Sears - Kenmore Refrigerator Review from Fremont, California

This past weekend was Memorial Day, and we were looking for a new fridge. According to Consumer Reports, the top 4 refrigerators were LG & Kenmore, so we looked at the ad for our local (Newark, CA) Sears, and they had one of the CR recommended Kenmore models on sale from $2299 down to $1199. They were also running a commercial on TV over the weekend showing the same model on sale for $1199. We checked on line to see if they had any in stock, and we were pleased to find they showed several on hand. We loaded the family in the car and headed on over to the store. We arrived, and found there were several models on the floor. Hoping to check out the fridge in person, we didn't see the advertised model on display, and asked a salesperson if they had one available. We were told that they had a few in stock, but not one on display, and if we wanted, the salesperson would show us larger pictures of the model on the computer?! With a local, and possibly national ad displaying only 1 Kenmore fridge on sale, wouldn't it be a good idea to have that model on the floor, so people could take a look at it to help sell the product? You'd like to believe that the stores were given a heads up on what models they were putting on sale, and yet no one thought to make sure that model was on display? Since the store didn't have the model on display, we left and ended up buying a different brand (for a higher price) at Best Buy, and the salesperson knocked several hundred dollars off the sales price, as we explained how disappointed we were with our experience at Sears. I used to be an avid supporter of Sears, as all of my Craftsman tools are "Made in the USA", and 4 of my 5 major appliances were the Kenmore brand, and have lasted 25 years. But once they began sending their hand tool production overseas several years ago, and this weekend's latest gaffe of not having a widely advertised sale model on display, it's no wonder, (and a shame) this once proud company is steadily going down the drain.
View full review
Reason of review:
Poor customer service
Anonymous
map-marker 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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Reason of review:
Problem with delivery
Anonymous
map-marker Antioch, California

Customer service in store, Concord, CA

I attempted exchanging 5 boys clothing items that I had previously purchased about a week before and 1 item that had been a gift, at the Sears store in Concord, CA. I was exchanging the items for the exact same items only one size up. They were the same color, style and brand and were in perfect shape with all tags still attached to the clothes. In fact they had never been out of the bag except one pair of shorts that was tried on one time. When the cashier tried to return the items she told me they were not on the receipt. Which in fact, they were. I found out later she had scanned a previous return receipt that was stapled on top of that receipt. After over 20 minutes she told me she couldn’t do the exchange! I asked her to call a manager. After 5 calls and another 30 minutes a manager finally came to us. She told him that I was trying to return the items without receipt. I replied that I was trying to exchange the items for the exact same item not return them! She went on to tell him that she couldn’t find the items on the receipt so the manager just told me flat out that I could not do the exchange! I had $100 worth of clothing that I could not use! I asked to see the store manager right away. After being in the store for over an hour I finally spoke to the store manager. I was told that I could return the clothes and purchase them again and pay more money (since they would give me an insanely low price for the return!) Why would I have to pay more money for something I was exchanging for the exact same thing???? I told him I would rather come back and return every item I bought(close to $400 worth) then pay more for an even exchange and he said ok! I took my items and left! Since we were leaving for vacation in a few days and I needed the clothing for the trip, I drove 45 miles to go to another Sears in Fairfield, CA. I took my items to the register and they too said my items were not on the receipt but instead of treating me badly they did the exchange with no problem at all! Half way through the transaction the cashier realized the mistake with the receipt and redid the transaction. The Clerk was nice, efficient, and treated me with respect. I will never again do business with the Concord Sears! Nor will I do business with company if this is a companywide policy that it is so difficult for a customer to do an even exchange! I find it extremely bad customer service that it takes 5 calls and half an hour to get a manager to respond to a customer waiting! Unfortunately this wasn’t an isolated incident, I was once in that store for 4 hours just trying to pick up a layaway that had been misplaced and ransacked. Any time I have asked for a manager or the sales clerk has needed help (which is a lot) it takes about 20-30 minutes for any manager to respond! Then they usually leave before the transaction is complete or before the clerk knows completely what to do. It’s a disgrace to treat customers this way!
View full review
Reason of review:
Poor customer service
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