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Sears in Seattle, Washington - Does not deliver

1.0
Details
Order a oven and refrigerator promised delivery on 12/23 notified on 12/21 that it would not deliver until 1/10. Offered 100.00 for the inconvience. What do you think no holiday entertaining. Medical procedure day after Christmas will be layed up. No corporate person to speak with and a when you call the corporate office you get a snotty person who transfers you to a case manager that just records your frustration and thens gets snotty also. What do they expect, someone to yeah no problems. Under enought stress without their attitude. Where is Eddie Lampert, not available. Received a text on12/20 saying they would deliver in the 23 and received a recorded phone call on the 21 to call regarding the delivery at 10:50am. Needless to say I have had a migraine and am not able to take any medication. My oven I have does not work and the bottom two drawers on my refridgerator are the only thing that is working. Very disappointed.
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Review
#574060 Review #574060 is a subjective opinion of poster.
Service
Sears Manager
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Deliver product or service ordered

Sears - Receipt Review from Bucyrus, Ohio

3.5
Details
The lady employee at Sears Hometown sears in Bucyrus Ohio was so rude it was nearly mind boggling. I have worked at Sears over 26 years. Now retired. She never even said thank you. I didn't have a printed reciept. I don't have a printer. She refused to make a copy of my package pick up copy. Please advise. Connie Goedereis (email: cgoodyconnieg@yahoo.com. It seemed to tick her off that I have more than 1 address in the register. I extend my apology to her for her inconvenience. I had apparently interrupted her phone call as well as her day My phone 612-709-1380. In the future I will never shop that store again
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Review
#573866 Review #573866 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears in Wellesley Hills, Massachusetts - Defective fridge: Sorry, we can't help you

1.0
Details
Ordered our first "two door" Sears Kenmore fridge three years ago. Door was defective. Delivery guys (not repair guys) show up and put new door on, half an inch higher than other door. Call Sears to complain that door does not close unless you move the bracket manually and they tell me it's probably "user error." Have to keep door alarm on at all times and sometimes even when door isn't closed completely the alarm doesn't go off, causing concerns about food safety. Last month compressor dies, all food ruined. Wait three weeks, three service calls (all late) and two compressors and finally fridge back on. Service guy tries to fix door and make it even, but says bracket is broken and needs to be replaced. More hours on the phone (getting disconnected three times in an hour), service guys who don't show up and then admit the part is "NLA" (no longer available) and same with the door. So, oh well, maybe you (the customer) want to go buy some epoxy and see if you can glue it? Or maybe you want 10 percent off a new fridge? Have bought every appliance for the last 20 plus years from Sears but they just lost a very loyal customer. This should have been resolved three years ago (according to one of the many reps I spoke to) but now there's nothing they can do. Oh well, tough luck. Maybe this is why Sears is falling on hard times...they don't understand the importance of customer service and loyalty. Not every customer buys on price alone (that used to be me), but no customer will put up with being treated like they don't matter.
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Review
#573861 Review #573861 is a subjective opinion of poster.
Pros
  • Some sympathetic reps
Cons
  • Delivery experience
  • Customer service
Reason of review
Damaged or defective
Loss
$1500
Preferred solution
Fix the door on the fridge so it closes properly or provide a replacement fridge if unable to do so
Tags
  • Sears Worst Customer Service

Sears in Rancho Cucamonga, California - Not receiving refund on service I didn't receive

1.0
Details
Heather Dowell Begin forwarded message: First, an extended plan on a dryer was sold to me over the phone on 12/18 when I called in to schedule service on a dryer. I stated to the phone rep multiple times that the issue with the dryer was due to an accident caused by the user. The phone rep repeatedly assured me that the plan would cover it. Sure enough, the technician came out on 12/20 and stated that the plan would not cover the repair. He gave us an estimate of $135 to repair and said it would be fixed on 1/2/15. At the point, my husband said that he'd repair himself. On 12/22, I called to cancel and request a full refund on the plan that I had purchased (because the cancellation department was closed over the weekend). I was on the phone for nearly an hour and transferred to 3 different people. Each time, I was told that the best that they could do was deduct $135 from my $195 refund for the plan. I kept trying to explain that this makes no sense. If any thing, I should have only been charged for the $59 service visit since that's what I had been quoted for someone to come out and look at the dryer before purchasing the plan. We had refused the estimate for the repair so I should not be charged $135. No one could explain why I was being charged $135 for the repair and no one would help provide me with the refund that I deserve. I plan to report to dispute and report this as a fraudulent charge with my credit card company.
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Review
#573706 Review #573706 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Poor customer service
  • Poor
Reason of review
Poor customer service
Loss
$195
Preferred solution
Full refund
With Official Company Response

Sears in Victoria, British Columbia - Washer and Dryer ready for pickup 850 miles away

1.0
Details
I ordered a washer/dryer combo off of the sears website - the website accepted American Express payment. Delivery date and time was arranged to Victoria BC with email confirmation. On the day of delivery no one showed up. No phone call received so I called their oh-so-not-helpful call centre in BURMA at which time they tell me they could not deliver my appliances due to my address being non existent. I then asked them why they didn't bother calling me to clarify the address. The agent then said, and I quote: "Uh, we don't have time to call people if they can't provide the right address." (which was always correct in the first place) I then inquired on the whereabouts of my appliances and I am told that they are in the warehouse but I can go pick them up. I then asked where the appliances were and the agent said "Regina" and in the same sentence tells me that for some reason they couldn't find my address in Regina so they didn't bother trying to find it or follow up with me directly. I then told the agent that I was a mere 3 provinces over, 850 miles away so this would pose a problem. Thankfully, without even a pause for concern for the human (me) at the other end of the phone, she says "that's too bad sir, you will have to pick them up". I then ask to speak to the manager and I am told the manager is not on shift and absolutely no apology/responsibility for the mistake is offered. Then I am disconnected. The next day I call in and wind up getting the same agent as the last time, she proceeds to tell me that sears does not accept american express and my credit card charge has been reversed because somehow the website accepted my payment when it should not have (even though the site said they accept american express complete with american express logo but I digress). I have since filed a complaint with the bbb to no avail. In all I wasted 4 weeks without a washer and dryer and went elsewhere (the brick) and had a delivery the NEXT day. I understand that Sears is about to go out of business and I say good riddance, they truly deserve it.
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1 comment
SearsCares
Sears Response
#920255

Hi there,

We understand you are having some trouble with your recent purchase. We do not like to see our members go through any troubles.

If there is anything you need assistance with in the future, please reach out to our social channels and we would be happy to assist!

• 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
#573559 Review #573559 is a subjective opinion of poster.
Cons
  • Service
  • Customer service
  • Delivery experience
Reason of review
Problem with delivery
Tags
  • Sears Appliance Delivery

Sears water heater failure

My Kenmore water heater began leaking at 4 years. Sears told me on Dec 16 they would replace the water heater but I had to use their plumbing contractor. The contractor, Urban Pine Plumbing, St Paul MN , scheduled the install of the new heater as soon as possible,on Dec 22, a week later. Meanwhile the water heater is leaking. One weeks delay is a long time. Then on the morning of Dec 22, the scheduled install date, the contractor, Urban Pine Plumbing, called to inform me that a water heater was not available claiming that Sears never delivered the water heater to the appropriate warehouse. So now the installer is telling me that I will have to wait another week. But a water heater, according to Sears, was available from a local store. The plumbing contractor, Urban Pine Plumbing, said they only pickup at the Sears warehouse not local Sears stores. After all that the contractor then told Sears that I was abusive on the phone which is not true. Basically, Sears just does not honor their warranty. And the contractor will not take the business because they tell Sears I was "abusive" which is a complete fiction.
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Review
#573370 Review #573370 is a subjective opinion of poster.
Reason of review
Poor customer service
With Official Company Response

Sears - Treadmill delivery delayed 4 times, then cancelled.

Ordered a treadmill online in November with an expected delivery date of 12/13. Sears called me every 3 days to delay the delivery, each time assuring me that "This will be the last delay. The delay is because of the manufacturer." After 4 rescheduling calls, a 5th call advised me that the item was no longer available and I should choose a different item. So no Christmas treadmill for my family this year. Sears customer service reps apparently don't have any accurate info to give to paying customers. I don't see why the reps couldn't have told me this 1, 2, or 3 weeks ago. This was a very time wasting experience.
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1 comment
SearsCares
Sears Response
#920253

Hello there,

 

We regret to hear about your recent delivery experience. We want our members to be satisfied at all times.

If there is anything you need assistance with in the future, please reach out to our social channels and we would be happy to assist!

• 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
#573012 Review #573012 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Delivery experience
  • Service
  • Poor customer service
Reason of review
Problem with delivery
Loss
$100
Preferred solution
I want the upgraded model for same price.
Tags
  • Afg Treadmill

Sears in Prior Lake, Minnesota - Not standing behind Items on their website.

12/20/14...While searching the Internet this evening for discounted Patio Furniture I came across several excellent deals on Sears website that as you continue on the website...could not be added to a cart - my cart "was thinking" for ever. These Items were SPM7879521427 offered at $179.97 (with free shipping) and SPM725020905 offered at $449.50 (again free shipping) - I spent hours on the website, aware that these were exceptional deals and tried to order, place in to cart, offered to pick up. I had full intentions to purchase 4 of one of the items and up to 2 of the other. After several hours of working with "Sears" website and becoming completely frustrated I signed up for Eddie Lampert's baby "Shop Your Way" - Shop my way - my A^*!!!! What fool thought this program up ( I assume Eddie Lampert) - yet, whomever did...may want to check in to see how it's working! I call customer service only to be hung up on by the first representative. I did learn these items are that of a third party vendor "AOSOM" a distribution house that uses such sites to liquidate their goods. This in no way relinquishes Sears in any way - the items are on THEIR website. Next call to Customer service was answered by a lovely young lady named Christa - who, by my request, forwarded me to a Supervisor named Mike - A Case Manager (supposedly the hightest level of management that a consumer can speak to).. Mike attempted to assist me, yet once again we were at a standstill - Mike acknowledged the item was on the web-site, the price and the fact that they appeared to be available yet, a consumer could not order. I had him look up a second item under the same vendor - same style of low pricing. Mike volunteered that this particular vendor AOSOM had several "Low Ball" offers within the web site. He claimed he would report it. Mike further acknowledged and understood where a consumer feels this is "Bait and Switch" along with "Deceitful Marketing" and "False Advertising" by EDDIE LAMPERT, SEARS, AOSOM and others affiliated, inclusive of K MART. By allowing this vendor to post on their web site, SEARS and it's CEO, EDDIE LAMPERT are condoning such behavior and practices. I hold SEARS, E. Lampert and AOSOM completely and individually responsible for misleading the public. On this call, Mike gave up, he can not or would not supply a Corporate number ( they don't have - right!) He could not give me anyone "above" him to talk to ....in that his "case manager" position was the highest level a consumer could go to without writing a letter. He does have a Supervisor named Nick - but, Nick does not handle consumer calls, he simply monitors the Case Managers and besides, he was not working - I could call back during the week but, Nick does not take "Customer complaints. Low and behold....Mike came up with a "Guillermo" who is a Floor Manager, apparently above a Case Manager - yet, that option was not offered earlier. Guillermo, again could not order for me, could not assist in obtaining the items wanted, yet, once again confirmed items and pricing on the web site......but, once again - it's a third party...to which my reply, "I truly do not care if it is a third Party??!! It is your WebSite (SEARS, EDDIE LAMPERT'S). Guillermo again shared he was the highest level a client can speak to. He share the Phone Number for AOSOM 877-644-9366. Shared that you can not call corporate with a complaint, you would have to write the "Blue Ribbon Executive Team".....(funny how this company can real you in on the internet, or the phone - take your money, yet, if you have a problem - YOU have to take time out of your day, sit down and write a letter of complaint to the "Blue Ribbon Executive Team" in Illinois, you can't even get the Des Moines, IA address of EDDIE LAMPERT?? Guillermo went on to say that it was not SEARS (funny that is the website I was on) but, a third party's issue...that SEARS is protected by their policy of "Errors in Pricing", found through several minutes and several re-directions within the website - but, as I explained to Guillermo, I would agree with 1 "error" in pricing, but this AOSOM group has "several" "Errors" posted on "SEARS'" website - meaning SEARS is RESPONSIBLE for it's content. SEARS and EDDIE LAMPERT have fallen in the consumer's favor for many a years...and it appears their Reputation will continue to suffer when CUSTOMER SERVICE is not your #ONE priority. Suggestion: Have EDDIE LAMPERT, The SEARS EXECUTIVE TEAM, THE "BLUE RIBBON EXECUTIVE TEAM and AOSOM need get off the High Seat, come down from the Ivory Tower and DEAL with the American Public - your consumers - your patrons - your paychecks! Respectfully Mike LaVelle mikedlavelle@aol.com BLUE RIBBON EXECUTIVE BOARD (TEAM) 3333 Beverly RD Hoffman Estates, IL 60179 I want satisfaction, I want the items I attempted to order.
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Review
#572773 Review #572773 is a subjective opinion of poster.
Service
Sears Shipping Service
Reason of review
Not as described/ advertised

Sears Staff Review from Bryan, Texas

Sears needs to do a full investigation on tony Davis out of 8107 hector Rameriz out of Bryan and hector Cepeda out of Bryan texas they are all screwing Sears and the big bosses are turning there heads and slapping there hands seen it happen for 5 years with special treatment no repairs and sales sales sales
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Review
#572650 Review #572650 is a subjective opinion of poster.
With Official Company Response

Sears - Installation Review from Elwood, New York

1.0
Details
I am livid with this company I paid over $350 yesterday over the phone to purchase of a garage door opener and schedule its installment. I spoke to Russ in sales. On the day of the installation (Saturday) I was told by the installation dept that they were apologizing but Russ had lied to me having told me this I would get this installed on a Saturday when that rarely happens. For the inconvenience they offered me a $50gift card. My fmsily and I missed a breakfast with Santa to wait for this install to happen. This is the worst company I have ever dealt with. I was hung up 3 times and everytime I called back they all blamed each other apologizing for their coworkers mistakes They offered me to cancel the installation and wait 7-10 business days for a refund I could have called my local garage door company and would have enjoyed great service and a working garage door opener
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1 comment
SearsCares
Sears Response
#920250

Hello there,

 

We want our members to be satisfied at all times. If there is anything you need assistance with in the future, please reach out to our social channels and we would be happy to assist!

• 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
#572485 Review #572485 is a subjective opinion of poster.
Service
Sears Installation
Reason of review
Poor customer service