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Sears in San Jose, California - Having hard time cancelling order and getting refund.

2.0
Details
I feel a migraine coming on. Sears customer service is some of the worst that I've ever experienced. When did they outsource all their call centers to the Philippines? Chances are, you'll get a very friendly, polite person on the phone... who will have ZERO follow through on your request. Here's my experience: Dec 29th - order a bike online Dec 29th - cancel the order w/ customer service rep Jan 2nd - get an email saying that the bike has shipped (WHAT THE ***?) Jan 2nd- cancel order w customer service rep again, request cancellation email Jan 6th - receive email saying bike is ready for pick-up (WHAT THE ***?) Jan 8th - cancel order for the 3RD TIME w customer service rep Jan 8th - call store and cancel order with them. They had no idea, and no communication from Sears customer service that I wanted to cancel the order. Nice job, guys... It's January 11, 2015. I still do not have a refund. I have tried calling 4 times to cancel the order. Every time, someone takes my calls, handles the call politely, tells me I'll get a refund in 3-5 business days. Not really. Still waiting. Avoid this place.
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1 comment
SearsCares
#934695

Hello,

Purchasing a new bike should be an exciting time, not a hassle. We regret that your experience thus far has been far from seamless.

We'd like to assist and make sure you receive your refund. Please reach out to us on one of our social channels so we can learn more about your experience:

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

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

Both channels are moderated M-F from 8a-8p CT, Sat-Sun from 8a-6p CT and we’ll take great care of you.

Review
#581246 Review #581246 is a subjective opinion of poster.
Pros
  • Warranty
  • Price
Cons
  • Service
  • Poor customer service
Reason of review
Poor customer service
Loss
$258
Tags
  • Hybrid Bike

Terrible online service,it is the same sears company?

1.3
Details
Very sad to see how the big American companies go to die. But as we all know online shopping is the now business and who does not make good on this matter is out of the game. I personally have had terrible experiences with Sears in the last two opportunities I have tried to buy from them even online and at store, both while shopping for my children Christmas's gifts. At store they didn't have the merchandise so made the order online but the merchandise never arrived and we did not receive any notice until we claim we received a refund but my kids never got their Christmas gift, shopping online was same experience, the merchandise never arrive and we received refund after one month. Very annoying! Working that way any company has to succumb. I just hope that the many people working on getting the company alive can find a great strategy to quit their lately bad taste.
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1 comment
SearsCares
#934314

Hello,

We are upset to see you feel this way. We'd be happy to turn your experience around.

Please allow one more opportunity to do so. We are available at any of our social channels to assist our members.

• 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

Review
#580830 Review #580830 is a subjective opinion of poster.
Service
Sears Claim
Reason of review
Order processing issue

Sears - Review from Dallas, Texas

If your order was not correct.Then I would say that this is your fault.You yourself placed the order correct?How does one place an order for an King Size mattress set and Order only one box spring Duh.This say's a lot about the person placing the order.Where do you get off placing the blame on someone else?You should be happy they did not ship this one box spring along.Hopefully you learn to read and Pay more attention to detail the next time you try to place an order online.If you need help you should ask for it.
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Review
#580333 Review #580333 is a subjective opinion of poster.

Sears in Hamilton, Ohio - Never Delivered the Product

Ordered a new mattress about 10 days ago. When it was ordered, the order was not placed correctly and only one twin box spring was ordered for a king bed. On the day of delivery we were told it would be here between 730 and 930 am - at 9 am we got a phone call telling us that it would not be delivered since they didn't have all the pieces. New delivery date and time was sent and they were a complete no show. Called customer service a dozen times and conveniently got disconnected every time. Called the salesman directly, again conveniently he didn't answer and his voice mail was full. Starting a new thing...SAP. Standard American Product. Companies in America just don't give a *** about customer service, if they spent half as much time, energy and money on their current customers, they wouldn't have to spend so much time, energy and money on advertising.
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1 comment
SearsCares
#934313

Hello,

We are very disappointed to hear that your delivery experience did not go as planned. We regret any inconveniences that were caused as a result of the mishap.

If you need assistance with your delivery, our team would be more than happy to help. Please reach out to us on one of our social channels so we can best assist you going forward: 

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

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

Both channels are moderated M-F from 8a-8p CT, Sat-Sun from 8a-6p CT and we will gladly assist with your delivery.

Review
#580321 Review #580321 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery
4.3
Details
I have 19 hp 46" cut mower. The deck vibration is bad. Noticed deck floats more than previous sears mowers, also noticed does not have rear stabilizer on deck. Called had tech come out agreed vibration was bad. Changed out blades, mandrels and pulleys and belt. Helped...
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1 comment
SearsCares
#934309

Hello,

We'd be glad to review your repair history and see what the next steps are in regards to the issues you're experiencing with your mower. Please reach out to us on one of our social channels so we can learn more about your experience: 

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

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

Both channels are moderated M-F from 8a-8p CT, Sat-Sun from 8a-6p CT and we would be glad to look further into this issue.

Review
#580006 Review #580006 is a subjective opinion of poster.
Service
Sears Manager
Reason of review
Bad quality
1.6
Details
On Dec 10th I came home to a loud refrigerator. The compressor was making a racket and it was not cooling. Unplugging and then back in it would run 30 mins and start the noise. Still not cooling. I checked the manual to see a 5 year warranty on the sealed unit. I...
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14 comments
FaintBird304
#1734498

Going thru this same thing right now. Same fridge.

LG sears kenmore. Nothing has changed in four years. Purchased in 2015, broken in 2019. Part covered but labor is not.

99 dollars to diagnose.

10min diagnosis. Poor company service.

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Review
#579764 Review #579764 is a subjective opinion of poster.
Product
Sears Protection Plan
Reason of review
Poor customer service
Loss
$1700
Preferred solution
Full refund
1.0
Details
I've read so many reviews about this company and STILL decided to give them a chance and make a purchase. BIG MISTAKE. I cannot believe how they could care so little about their customers. Made a purchase on the 26th for a mattress. Today is January 7, 2015...STILL NOT...
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2 comments
SearsCares
#934308

Hi there,

We understand your disappointment and frustration. We'd like to assist.

Please reach out to us on one of our social channels so we can best assist you going forward: 

• 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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Review
#579671 Review #579671 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Delivery experience
  • Service
  • Poor customer service
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered

Sears - Toolbox Review from Mexicali, Baja California

Don't buy online from sears. I order a toolbox for 314.00 on 03dec2014 and I got a email the next day with out of stock so I call and told them to cancel so I can get my money back. Well send me back 102 dlls after 7 days so I call again and they send me 86 dlls after few days. So I call and they told me they will send me my money well not happen after a week so I can and they told me that they new more time. More time to give me my money and it's been 4 weeks so I call paypal and they made them give me the money back so it's jan 7 and finally I got all my money not to say they suck at costumer service and all the wait I did calling them. Well thank you paypal for doing what sears couldn't do. Sears should talk with paypal and learn what they are doing to get better. Don't buy from sears I will never buy from them again I will make sure no one I now buys from them ever again.
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1 comment
SearsCares
#934304

Hello,

Purchasing a new tool box should be a fun time, not a hassle. We regret that your experience went so poorly. If you need assistance moving forward, please reach out to our team on one of the following social channels:

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

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

Both channels are moderated M-F from 8a-8p CT, Sat-Sun from 8a-6p CT and we would love to help.

Review
#579657 Review #579657 is a subjective opinion of poster.
Reason of review
Order processing issue

Sears outlet appliances - stay away

Had washer/dryer breakdown over and over again, since I purchased it from Sears.. First breakdown was 3 months after I purchased it new.. Then it continually kept breaking down about every 8 months. They switched motherboard, sensors, motor...All the while I'm paying extended warranties, repairs.. Not only is it an inconvenience to not be able to use machine while its down, the fact that the washer/dryer unit kept breaking down, getting repaired, then breaking down again was beyond frustrating. Finally a complete refurbish was done after multiple break downs. So refurbish was done, everything worked only to breakdown again (5) months later. The same technician that did refurbish came out and claimed that someone had removed a zip tie from a sensor, the motor had yanked sensor and damaged it, causing new breakdown. He claimed he hadn't forget to put zip tie since he was last person to touch the machine.." His theory is that "someone" went in opened up the machine removed 1 zip tie and then closed it all back up" are you serious? What sounds more likely.. that a person went into the laundry machine opened it all up to remove 1 zip tie to break a machine down or the fact that the technician made a simple mistake forgot to zip tie a part after he refurbished, causing another breakdown. On top of not fixing machine correctly his response is to accuse people of sabotaging their own appliance? How does that make any sense? Why would any homeowner open their own appliance to remove a zip tie so it would break their own machine down? After all the money spent on previous repairs , warranty extensions, etc. senior technician was now telling me this new problem ( he likely caused) was going to cost me an additional $200. In addition he also said, if I did fix this new item he was sure I'd likely have another breakdown next year. After 2+ years of frustrations and money and time spent I told him to forget repairs. I was going to buy a new machine from a company I could rely on. I also had a similar experience with a refrigerator I also bought from Sears outlet 3 years ago, fan broke down was noisy, wasn't cooling properly, repairs, warranty extensions.. Ended up donating it. Needless to say appliances I have bought from Lowe's and Home Depot have never give me any problems over the years, not even 1 repair or complaint. This issue is specific to Sears.
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Review
#579593 Review #579593 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$1500
Preferred solution
Full refund

Another Sears nightmare purchase!

1.7
Details

Update by user Jan 06, 2015

And to top it all off, the elliptical is defective and will be returned tomorrow!

Original review posted by user Jan 06, 2015

On 1/4/15 I purchased a Pro Form 475E Elliptical on sale on sears.com to pick up at my local store. Thirty minutes later I received an email advising the item was no longer in stock at my pickup store and was available at another location. I clicked through on the email to change the pickup location only the item was suddenly out of stock at the other location as well. I called the 800 number and spoke to someone whose accent was so horrible that I had to constantly have him repeat himself. He finally located a store with the item in stock and transferred the call to the store, when I selected the fitness department from the automated menu, it transferred me to the national customer service number. After 1.5 hours, the guy I spoke with was able to reserve the item at this other location, but they were already closed. Went to pick it up on 1/5 after work and was advised the reservation had been cancelled! I spent another 45 minutes with several customer service people and finally was able to obtain the elliptical, however, they couldn't utilize the original order with the charge (which would cancel on 1/6) and had to charge my credit card again!
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2 comments
Anonymous
#1180917

Typical Sears shopping experience. Thank you for reminding me not to get the elliptical through Sears.

SearsCares
#934305

Hi there,

We are upset to see you've had a poor experience with us. If there is anything we can do to assist you, please let us know!

We can be reached at any of our social channels.

See below.

• 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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Review
#579245 Review #579245 is a subjective opinion of poster.
Product
Sears Credit Card
Pros
  • Price
Cons
  • Poor customer service
  • Service
Reason of review
Poor customer service
Preferred solution
Train your customer service people to handle requests in the most efficient manner. It should not have taken two people and almost two hours to reserve an item after two failures trying to deal with the issue online.