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Sears in Ellijay, Georgia - Replacement part

For about 50 years, when I bought a tool, it was a Craftsman. They fit nicely in my three Craftsman tool chests. That changed when I bought a Craftsman weedwacker. The wire trigger link failed. No problem sez I, just order a replacement part, total cost $4. It was not an OEM part, but Sears insisted it would fit. It didn't, not for me or the pro I eventually took the tool to for repair. Sears lost a life-long customer over a $4 part for a $160 tool. Now, I (And as many Sears customers as I can convince) buy Kobalt tools from Lowe's.
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1 comment
SearsCares
#931751

Hi!

We do not want to lose a lifetime member.

We value all of our members and would like the opportunity to earn your trust back. We would be more than happy to assist in anyway we can.

• 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
#574455 Review #574455 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Poor customer service
Reason of review
Poor customer service
Loss
$3
Preferred solution
Tell me why I should remain a customer.

Sears in Surrey, British Columbia - Undelivered Item

1.0
Details
Placed order online for Christmas on Dec. 9th that was promised to me by Dec. 15th. They never responded to my emails inquiring about my order once it was late and I had to actually go to a Sears to speak to someone. I was repeatedly told it was on its way, the trucks were just delayed because of bad weather and I will for sure have it for Christmas. I then get an email saying my order status has changed (THE DAY BEFORE Christmas) to "unavailable," even after being told it had shipped a week before. I could have gotten the item on time if I had ordered through a different company. In the end I never received my item or a refund. In the process of getting that dealt with because you have to contact them for refund, even if they didn't send you your order. BAD COMMUNICATION, TERRIBLE SERVICE, CUSTOMER REPRESENTATIVES THAT LIE. DO NOT SHOP AT SEARS!
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1 comment
SearsCares
#931749

Hello-

We are very disappointed to learn about your recent experience with us. We understand what an inconvenience this must have caused you.

 

If we can help in any way 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

Review
#574315 Review #574315 is a subjective opinion of poster.
Cons
  • Poor customer service
  • Service
  • Delivery experience
Reason of review
Poor customer service
Loss
$40
Preferred solution
Full refund
Tags
  • Bad Communiation

Sears - Tires Review from Phoenix, Arizona

1.0
Details
Sears sucks I needed tires for my truck. I called Sears auto center and was told they had the tires in stock so i made an appointment. When I showed up for the appointment I was third in line to tell them "I am here"and that took an hour. Then I was told it was going to take 5 hours to install 4 tires. It wasn't until I was also told that the price was going to be 200 dollars more than the quoted price that I lost my cool and went somewhere else. Is Sears trying to lose customers. Just a side note the average age of the three people in front of me in line had to be 90 ( once their current customers base dies off so will their stores)
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Review
#574176 Review #574176 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears do not adhere to their standards.

4.0
Details
I ordered a wall oven 24 inch on 12/16/2014, the representative ordered a gas oven instead of electric. I called back to get the order straight, I was told that the funds have been taken out on that account and would have to wait 10 business days, I just wanted the funds to be transferred to an electric wall oven. To this day , I still do not have the wall oven that was due to be delivered on 12/23/2014. The date was changed without notifying me. I am still out of an electric oven for $1,078.00, and my renters cannot get the oven until the 29th of December now. I may be losing tenants becasue of this lateness of this wall oven. I am totally upset, dissatisfied and outdone with Sears because of an incorrect order not on my part. This family really needs the oven before Christmas. They cannot prepare Christmas dinner or bake without it. I will never order anything again from Sears. It's too much stress.
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Review
#574082 Review #574082 is a subjective opinion of poster.
Cons
  • Service
  • Home delivery
Reason of review
Problem with delivery
Loss
$1078
Preferred solution
Deliver product or service ordered

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
  • Home delivery
  • 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