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Sears Has The Worst Customer Service

I ordered a sofa set from sears on the phone, because I was not able to choose the color I wanted so I called in to place my order. I ordered it on January 14th and got it on the 28th. The day I got it, I called them stating it was the wrong color and need it taken back and bring me the right ones. Today is the 10th of February and the couches are still sitting outside my front door. I have been calling them day in and day out and all they are saying is that they are putting in a claim and someone will get back to me with in 24 to 48 hours. I am so tried of this run around with them. The situation is not being solve and no one has even called me about it, I am the one who keeps calling them to see what is going on. This is poor customer service. Sears sucks and they need to get their act together to get this issue resolved fast. Someone already opened the boxes, next thing you know they are stolen. Who can help me?
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Review
#620224 Review #620224 is a subjective opinion of poster.
Service
Sears Claim
Cons
  • Service
  • Poor customer service
Reason of review
Poor customer service
Loss
$1455
Preferred solution
Full refund

Sears in Cornelius, North Carolina - Horrible delivery

1.0
Details
On February 14, 2015 Sears sent a delivery team to do a warranty replacement on a Sole Fitness E35 elliptical machine. The machine never worked right when Sears technicians tried and failed to fix it several times. By the way, the repair team consists of only two people per area and does not work on weekends. Appointments are two weeks out at the least, so don’t plan on any speedy repairs. When the delivery guys came to swap the machines they were too lazy to take it apart and damaged my ceiling badly. They also dropped it very hard on my stairs. There is one big hole and lots of deep scrapes. One of the delivery guys Francisco said he would come back and fix it during the week. He never showed up even though he gave me his cell phone number, he never answered or returned my call. Finally I contacted Sears at the 1-800-479-6351 number and things went from bad to worse. They gave me a claim number which is #3153931. They said someone would call me in 24 hours. After a week no one called me so I called Sears again. This time they said they were waiting for a company called Diakon Logistics who handled my delivery to get back in touch with them. I called again a few days later and asked to be transferred or given the number to this third party company. Next I spoke to Steve manager at Diakon Logistics here in Charlotte. He claimed that his company was too busy to come out and assess the damage they caused. He apologized for Francisco lying to me, (I guess a Diakon employee) and said if I get a handyman to do the estimate he would pay it. He gave me his email which is swalton@diakonlogistics.com and his phone number 704-359-8650. About a week and a half went by before I could fine someone to do the estimate and I sent it to Steve who claimed he was the manager. I also called. No response at all. No way to leave a voicemail. I gave him time to respond and then I called Sears to let them know that Steve had also lied to me. At this point they say every time I call we will contact that company and in 24 hours someone will call you back. I have never received one phone call from a Sears employee. Today I have called then eight times because I have had enough. I don’t care if it was $2. I will not let Sears get away with treating me this way. I spent 1,300 with the company, plus the cost of a warranty, set up, and delivery. The least they could do is send responsible people into your home and care about maintaining your business. On the phone Sears has given me the worst customer service I have ever experienced in my life. The employees have lied several times and they pretend to be managers when they are not if I ask for one. When I call and speak to another employee they tell me the employee I spoke to was not a manager. Then they play this game where they transfer you all over the place. They hang up on you. Nobody is responsible. Nobody is accountable. Sears will not pay my $300 claim because they are transferring liability to Diakon who is responsible, but responsible to Sears who hired them. Sears however, should be responsible to their customers. As customers we should not have to deal with their contractors. CJ, who claimed to be a supervisor for team #4201 finally admitted Sears will not do the right thing and there is no contingency plan or process if something like this happens to any of their customers. Please do not buy anything from Sears. Do not buy the useless warranty, especially if you live in the Charlotte Area. They use unsafe and probably uninsured third party companies to deliver and set up items in your home and take no responsibility whatsoever.
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Review
#619993 Review #619993 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Service
  • Home delivery
  • Delivery experience
Reason of review
Problem with delivery
Loss
$300
Preferred solution
Full refund

Sears in Shreveport, Louisiana - Continually messing up my order and 3 weeks later I still don't have my fridge

My fridge started leaking, so I ordered a new one from Sears. They came out a week later to deliver it and it didn't have the icemaker hook up so they couldn't connect it to my water supply. They had to take it back to put the ice maker hook up in it. It took them 2 more weeks to get another delivery to me and on the morning they were to deliver it they called to confirm that they were just delivering an ice maker and NO Fridge. It has been 3 weeks now that I have been having to live with a non-functioning fridge because Sears can't get their act together. The lady on the phone said their delivery guys couldnt connect it for me so they were going to have to send it back to installation and install the ice maker to a fridge and deliver it on an even later date to me. This is absurd. The order was botched by sears and somehow they messed up thinking I cancelled the fridge and just ordered an ice maker. So, now I'm still stuck with a broken fridge in my house. I will likely never do business with sears again.
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Review
#619783 Review #619783 is a subjective opinion of poster.
Service
Sears Installation
Reason of review
Problem with delivery
1.0
Details
Sears Kenmore Elite Electric Cooktop
My cooktop was installed in October 2013. The plastic covers on the top of the cooktop melted when I spilled a hot liquid. I ordered 5 more and they were $18 each plus $10 shipping. These are flimsy plastic covers but don't last! I cannot get the old ones off so now...
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1 comment
Anonymous
#981486

To repair the timer is $850!! Needless to say I did not get it repaired.

Review
#619354 Review #619354 is a subjective opinion of poster.
Service
Sears Shipping Service
Cons
  • Poor product quality
  • Service
Reason of review
Bad quality
Loss
$1000
Preferred solution
Deliver product or service ordered
Tags
  • Sears Cooktop

Sears in Waxhaw, North Carolina - Repair People No-Show for Dishwasher

My less than a year old Kenmore Elite dishwasher is leaking water all over the kitchen. I called Sears Home Repair service and was told a technician would be out on April 6, 2015, between 8 am & 12 pm. They sent me a confirmation email. No one came. When I called, I was told that the repair had been farmed out to an "overflow" group, and I would have to call them. I did. They knew nothing about my repair. They told me that the Sears system sucks, and does not send over proper work orders. I had to reschedule for today, April 8. Again, a repair person is supposed to come between 8 am & 12. When I had heard nothing by 10:30am, I called the "overflow" number. Again they told me they had no work order. I called Sears Home Repair and demanded a supervisor. He swears I am on the schedule and he said he doesn't know why anyone at Sears Home Repair would give me an "overflow" number. It is 11:12 am and I am still waiting for the call I am supposed to get from the technician, saying he is on the way. I will never buy another appliance from Sears. I am in the market for a washer/dryer combo and a refrigerator. They just lost that business.
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Review
#619262 Review #619262 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service

Do Not Buy From Sears

1.3
Details
We purchased a washer/dryer matching set, first brand new set I have ever been able to get, a few months after we got it the washer broke on us. To make a very long story short the washer has now broke on us four times in the last year and every time I have to wait up to a week to two weeks for someone to come look at it. For a family of seven it is no easy chore to go to the laundry mat and not cheap either, where Sears only refunds up to $100 a year to go to the laundry mat. Sears has the worst customer service I have ever seen, half of them can't even speak English. This last time I called to have my washer fixed again they didn't even put me on the schedule now I have to wait two more weeks. The should have lemon laws against appliances. Do Not buy appliances from Sears!
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Review
#619221 Review #619221 is a subjective opinion of poster.
Service
Sears Repair
Pros
  • Convenience of online ordering
  • Warranty
Cons
  • Poor product quality
  • Poor customer service
  • Service
Reason of review
Bad quality
Loss
$5000
Preferred solution
New Washer or a Refund
Tags
  • Retailing

Sears in Worcester, Massachusetts - A simple door opener install, a week long debacle

We purchased a garage door opener from Sears on Saturday night, after our existing opener died. We were there for well over an hour between looking them over and walking away with a new opener. After the cashier rung up 9 of them, I should have known this was not going to be easy. We finally got the sale to be just one opener and added an installation. Grand total was something like $430.00. We were told that we'd get a call on Sunday to confirm our install on Monday. We should have known that was too good to be true. Sunday cane and went and no call. We called late Sunday night and the answering service told us they had no install scheduled for us. we were not even in their system. After hearing this we took out the receipt. Our name and address were completely wrong. In hind sight, we should have looked more carefully at the receipt before leaving. That's our fault! The person on the other end of the phone call did some typing and said, again, you'll get a call by Wednesday to set up the install. Guess what? No call again. We called back and again were told nothing in the system. After an hour on the phone, the Sears rep told us we'd have to go back to the store, return the opener, cancel the install and re purchase. What a messed up solution. So we proceeded to go back on Wednesday night. We asked for this to be reconciled by waiving the install fee and we'd keep the opener. The employee and even his manager could not authorize this!! WHAT! The Sears employee did what's called an elevation report. he took all of our info and what was wrong and told, yet again, you'll get a call for the "higher ups" and they will make this right. Well after 5:30 PM, after NOT receiving a call, we brought the opener back and got all of our money back. We stopped by Home depot on the way home and bought a better opener for 40.00 less and an install for 20.00 less. This was Thursday night and it was installed on Monday. Not a single problem. Thanks Sears for steering me to a better deal! You lost a long time customer.
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Review
#618822 Review #618822 is a subjective opinion of poster.
Cons
  • Poor customer service
  • Service
Reason of review
Poor customer service

SEARS IS ABSOLUTELY THE WORST STORE TO DEAL WITH FOR APPLIANCES

1.3
Details
Purchased a Refrigerator for a vacation home, which was 7 hours away from my home. Went up for delivery, product within two weeks was already having problems and we noticed the unit had dents all over the case on both sides. Called Sears they sent out a repair person, who said it was manufacturing defect to send it back and get a new unit. I did that and the third time I drove 7 hrs. to receive the new unit it also was defective with dents all over both sides. I did not take the delivery of the second defective unit. I have now spent four days on the phone with Sears customer service, supervisors, their supervisors, with no satisfaction!! I have paid more than $200.00 in personal expenses to get a good refrigerator. Sears wants me to pay more to get a better refrigerator. Bait and switch game!! Do yourself a favor don't buy from Sears or you could find yourself in my position, out lots of money!!!!!
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Review
#618283 Review #618283 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Delivery experience
  • Customer service
  • Poor product quality
Reason of review
Damaged or defective
Loss
$673
Preferred solution
Compensate me for all the trouble Sears put me through to get a product delivered to my home that was not defective!!

Sears in Cocoa Beach, Florida - Ice buildup on bottom floor of Kenmore drawer freezer

Continuous buildup of ice and water of floor of drawer freezer. Have taken apart several times, cleared the drain line. Temporary fix. Happens over and over. No recall in spite of this being a very common problem with this model of Kenmore refrigerator. Very upset with Sears for not acknowledging the issue and offering to repair. First happened one month out of warranty, Sears offered so sell me the extended warranty instead of fixing the problem. My fridge is 2 years old now. I will never purchase or advise anyone to purchase from Sears again. Need help on how to permanently fix the problem.
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Review
#617535 Review #617535 is a subjective opinion of poster.
Cons
  • Poor customer service
  • Poor product quality
Reason of review
Poor customer service
Loss
$1200
Preferred solution
Let the company propose a solution

Sears in Jacksonville, Florida - Poor service AGAIN

1.0
Details

Update by user May 03, 2015

My range eventually got repaired. It was the fan, which is what I told them was the problem when I made the very first call.

It took a month, 4 appointments, and two parts deliveries to get it fixed. They increased my service plan an additional 3 months as a courtesy.

Original review posted by user Apr 03, 2015

Sears repeatedly provides the worst customer service out there. I have a range with their warranty on it. It breaks, they come out to fix it. It didn't get fixed. I had to call them again and reschedule. They got me an appointment well over a week out. That day, I took off of work, they call and tell me they can't make it. AGAIN!!!!! Seriously, can a company this large not manage to get servicing the products they sell together? I am furious. They put a "manager" on the phone who simply tells me the same thing over and over again, which is they need to reschedule. So I am going to take another day off of work? So they can cancel on me? Who is going to compensate all of these hours I have to miss. Who will compensate for the range they can't get repaired?
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Review
#617305 Review #617305 is a subjective opinion of poster.
Cons
  • Poor customer service
  • Appointment
Reason of review
Poor customer service
Preferred solution
I want them to come TODAY- the day they were supposed to come. And fix my range. I will never, ever purchase another product from Sears.