Anonymous
map-marker Benton, Arkansas

Poor sales service, poor delivery service, poor follow-up

Poor delivery service, poor sales follow-up, sales guy dropped the ball on the order on 2 different items, no follow-up from the owner of the store. Called the store and left messages since I was told sales guy was busy helping customer and would call right back... never did. Called for the owner, told he wasn't in at the moment, but would have him call as soon as he got in, never did. There was no help from the main office regarding the whole mishandling. Their comments were that I had to resolve it with the local store, and my answer was "how can I resolve it when I can't get any response from the sales guy or the owner. My wife rarely gets mad, but she was steaming after this fiasco. I've shopped Sears for a lot of years, but they just lost me as any customer for any Sears operation, including KMart, etc. I will never purchase anything from Sears again.
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Reason of review:
Problem with delivery
1 comment
David Rde

Hello,

Thanks for sharing your feedback. If there is anything we can to assist, please let us know.

We can be reached at one of our social channels:

• 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

Company responded
Anonymous
map-marker Ottawa, Ontario

Natuzzi, Sears, terrible products - structural

We bought from Sears a 3 seater sofa and a one seater. First: a few months after purchased, the front bottom of the sofa started to protrude, still under guarantee. We thought the wood structure would puncture the leather from the inside. It was fixed. Second: an arm of the one seater chair gave way when you supported yourself with your hand - arm to seat on it. Sears not any longer responsible. Third: now, one of the cushions on the sofa is sinking... I believe it is again the furniture s structure is not the proper one. We acquired a brand new expensive damaged furniture. To us it has been a great disappointment. What on earth! It was our dream furniture.
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Cons:
  • Damaged structure of furniture
  • Very dissaponted
Reason of review:
Damaged or defective
1 comment
David Rde
Sears Response

Hello!

We would never want to ruin anyone's idea of their dream furniture.

We want to discuss this matter with your further.

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

Anonymous
map-marker Wappingers Falls, New York

WHEN YOU WANT TO END YOUR LEASE THE NIGHTMARE BEGINS

Wait...once they get you to lease, then the real nightmare begins! They kept hitting my account for what they called "partial payments" which I didn't expect and caused things to bounce, then late fees cause they'd hit my account on the wrong days and just kept adding additional payments...when I had long past paid the six months and wanted them to pick up their overpriced, let's ripoff people, appliances, they would tell me different final payments were due each time I called! It would go from a low payment, then they'd throw in another payment, then some other fee and tell me recovery would call me to arrange pick up and they still haven't! If you ask to speak with a manager they tell you they don't do that, you ask for the number or an email even for the Recovery Dept to have the *** picked up and they tell you they can't give you that information!!! So I'm sitting here and they keep charging my account and I have three appliances I don't need that should have been picked up weeks ago and cannot get anyone to call me! They just say someone will call you and when reviewing charges to my account, they just repeat the same things over and over and make no sense and say you won't be charged anymore and then charge my account again! The bank won't stop payments because it was originally authorized.........and they answer every call with "this is an attempt to collect a debt" no matter how much you have already paid!!!!! Don't do it, whatever you do, no one needs an appliance this badly.
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1 comment
Guest

Unfortunately, Sears has no control once you start a lease. WhyNotLeaseIt is a company that partnered with Sears to offer an additional financing option for people in a bind, that need an appliance or large item now, and do not have the funds readily available to purchase it.

I hope that the company rectified the random debits crom your account. That is hard and frustrating for anyone in the situation.

Anonymous
map-marker Norwalk, Connecticut

Please see attached email string (most recent to oldest). My lawyer is filing a complaint as I write this.

As you were made well aware, no one is there to refuse delivery. This is for a relocation from New Jersey to Indiana that will not take place till around August 8th, hence the request for delivery on the same day. The shipment were actually attempted to be refused as best as possible over the phone with the shippers – all refused and said to call Sears. I take this email as confirmation that Sears is officially reneging on the confirmed refund as per prior email.______________________________________________________________ From: Sears Orders [mailto:order@***.sears.com] Sent: Tuesday, August 05, 2014 11:59 AMTo: Subject: Re1: FW: Sears.com Order # 70896**** (KMM3390****V20252L0KM) Good Morning Richard, Thank you for contacting Sears.com. I can understand your concern with wanting to make sure that you are receiving your credit back for your items that you requested cancellation for. I am glad you got a hold of me so that I can help you with this today! I double checked your order and I am showing that when you called in on 07/29/2014 we were able to get in contact with our Delivery Specialists and cancel the mattress and foundation for your order resulting in a credit being issued in the amount of $346.38 for the two items, delivery, and tax for those items. We had attempted to reach out to our fulfilling vendors of the other items to have these cancelled also but unfortunately the items shipped out within a few hours of you contacting us which did not give us enough time to have these cancelled before they were shipped. The items are currently on their way to you so at this time we are unable to issue the credit for these. All you would need to do to get your refund for these items is refuse the delivery of them when they arrive. Once we have received the items back at our warehouse we will make sure to have your refund issued. If you have any other questions or concerns please let us know; we are happy to help! Join our ShopYourWay MAX® program today and enjoy free shipping on millions of eligible items for the next 90 days! Click Here to start your 90 day trial offer! View terms and conditions. Need additional assistance? Click here to Chat or Talk with us now! Thank you, Janese D. Sears Member Services 1-80*-366-**** ________________________________________________________________ Original Message Follows: ------------------------ From: Richard [mailto:] Sent: Monday, August 04, 2014 10:13 AM To: 'order@***.sears.com' Subject: RE: Sears.com Order # 70896**** Customer Service, Please see E-Mail below. As of today, only $346.38 has been refunded. A call was made on Friday, to make sure the full credit was being put through and the person on the phone refused to confirm. A call was again made today (08/04/14) and I was advised by Yvonne that Sears was reneging on the email below (please see attached audio transcript). I advised Yvonne that we would be seeking further restitution if the credit was not put through today (08/04/14), she said it would not be. Please note that in addition to Common Law Fraud, Sears is in violation of the New Jersey Consumer Fraud Act. If the credit is not put through today (08/04/14) and written confirmation is received of such, we will be pursuing Compensatory Damages, Consequential Damages, Incidental Damages, Punitive Damages, Damages in accord with violation of New Jersey’s Consumer Fraud Act and such other Damages as a court may deem equitable regardless of if the credit is put through at a subsequent date. RichardPhone: Email: ---------- Forwarded message ---------- From: Date: Tue, Jul 29, 2014 at 3:58 PM Subject: Sears.com Order # 70896**** To: ams6410@***.com Dear, Thank you for shopping at Sears.com! We are sorry you wish to cancel your {item / order} with sears.com. As you have requested, we have cancelled {item number/description from your online order} / {your order} number 70896**** A credit in the amount of $1229.21 will be issued. This credit should be viewable by your financial institution within 72 hours. If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account. Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balance. If you have any comments or questions, please e-mail us at order@***.sears.com or call us at 1-80*-283-****. http://www.sears.com Thank you, Julie M Sears Member Service 1-80*-366-**** ________________________________________________________________ Prior to placing an online furniture order with Sears on July 28th, I called customer service to inquire about shipping the order in its entirety to one address on a date of my choosing. I was told that I should place the order online, call the customer service number back and they would set up the delivery as per my instruction. As soon as order was placed, I called and was told that some of the items were coming from outside vendors and delivery would have to be arranged with them through emails. The first email from a vendor arrived on July 29th and stated item would be delivered at a date that would not work as I would not even be in the state it was being delivered to at the time they were to deliver it. I called Sears back; they said they could do nothing about it at which time I told them I needed to cancel the order in its entirety
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Loss:
$1229
Deloris Qoh
map-marker Frisco, Texas

Sears Mattress return

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We recently bought a mattress from Sears store at Frisco TX. The day that we received the mattress we noticed that it was not firm even though we had purchased a Beatyrest firm mattress. We went to the store the following day to return the one that we received and buy another one. We were willing to buy a more expensive one (the one that we got was $1,500), the people at the store told us that they couldn’t do anything that we needed to call the customer service, we called the customer service and explain the situation, they mentioned that they couldn’t do anything, that we needed to have the mattress for 30 days and then we can return it. I explained that I was willing to buy a more expensive one and that I could not keep sleeping in that mattress. They said that they couldn’t do anything and they were willing to lose my business because those were the procedures that they need to follow. I went to Macys and got another one that same day. Now I am trying to return the mattress from Sears and it is a nightmare. After going several times to the store to talk to the manager (that by the way never is there), they accepted to approve my return but they are asking me to pay a restocking fee and a delivery fee. What type of customer service is this? I will never buy anything from Sears again.
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Loss:
$1500
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

Going through the same issue. I am even willing to pay the restocking fee and pick up fee, they still will not resolve my issue! Buyers beware!

Anonymous
map-marker Aurora, Colorado

Third World aspirations

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This once proud company has devolved into the online equivalent of a Tijuana street vendor. I thought I was ordering from SEARS, but it was actually some fly by night third party immigrant who can't speak English - Sears Customer Service opted NOT to take responsibility for a product that never showed up. I suspect the "vendor" never had the item in the first place, and lied about the post office losing it. Cancelled my order and am demanding a refund. If it was this much trouble for something as simple as a watch, it will be a NIGHTMARE for those of you ordering bigger things. Avoid Sears.com!
View full review
Cons:
  • Delivery experience
  • Poor customer service
Reason of review:
Poor customer service
Anonymous
map-marker Los Angeles, California

I PURCHASED A REFIGERATOR AND A FREEZER, AND JUST OVER TWO MONTHS, THE REFRIGERATOR HAS STOPPED WORKING COMPLETELY, AND THE FREEZER IS NOT FREEZING PROPERLY..

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I am very disappointed about both of my purchases from Sears. My refrigerator has stopped working completely, and all of my food and milk is completely ruined. Not counting the time that the refrigerator was going out, once I requested a service call, they could not repair my refrigerator for 10 more days, once I called. A customer who has just paid all of this money for a new refrigerator, including paying for an extended warranty, should not have to wait 10 days for a refrigerator repair. I have four kids in my house, and this issue has created disaster in my hose. The freezer is not working properly, and all of my ice cream has melted, several container of it, and things just are not freezing properly. To say that I am upset, is an understatement. With the economy being the way that it is, When I make a major purchases like this, I need something that will last awhile. I am not comfortable with having anyone coming out to fix major appliances, that are supposed to be new, less than three months later. Obviously these appliances are lemons. Upon discovering that my items had not lasted at all. I decided o go online, just to see if others have experienced the same issues with Sears products. I was shocked by all of the bad reviews that I read about Sears products. I feel totally ripped off, and I believe that Sears is knowingly selling defective products. If that is the case, I am not only disappointed, but totally appalled by that possibility. Years ago, my mom shopped frequently with Sears and Kmart, when they sold quality products. I can go anywhere and get this type of substandard service. Rent to own would have been better than trusting Sears. And to boot, I have been made to wait several days for a repair. Sears obviously, does not care about their customers anymore. I will never trust Sears again with a major purchase, and I would not recommend that anyone else to do so either.. If I had seen the reviews about them prior to buying, I would never have made these major purchases with them. Normally I read reviews before I buy things, especially expensive items. This time I did not, decided to trust Sears, and it has cost me tremendously. I am very disappointed with Sears, and they have lost my business. the most that I will buy, is a towel or maybe a T-shirt from them. Customer service is at an all time low, and when that happens, businesses usually shut down eventually. Which I am hearing is the case. Buy from Sears, with caution consumers. Thank you, C.W.
View full review
Loss:
$1500
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker Livermore, California

Service and Warranty

I bought a fridge, range with oven and a dish washer from Sear Outlet in Hayward 2 years ago. I also bought the 5 year warrant on each unit since the sales person told me that any damage to the products would be covered. Quote "It doesn't matter if it is your fault of not. If its broken the warranty will cover all parts and labor" It has been 1 month trying to get the service people out to take a look at the range and dish washer. I made the appointment, set the time and waited, I get a call saying they don't have enough time to come out and we need to reschedule. OK no problem 2nd appointment the driver becomes sick, 3rd appointment complete no show. I call sear customer support and I tell explain the situation and I am told "we have no history of your call or appointments. Please make an appointment" I go into the Hayward CA store where i bought the equipment. The Manager tells me he will call them see whats going on and will get this resolved for me. In addition, he tells me that the sales person was wrong for telling me all parts and labor is covered and i would have to pay for anything that breaks and he cannot do anything about that. He call me today and give the 800 number to Sears and basically says good luck. Oh yes "Since its has been 2 years the store cannot do anything for you now you have to deal with the service people" Just Beau-Ti-Ful Sears, screw over your customers. Service people no show, Store passes the buck, and the corporate must be a complete joke. I will make sure to let everyone I know not to buy the warranty from sears or even buy a single product from them either. An i will make sure to close my credit cards, my sisters credit cards, and my fathers credit card.
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Reason of review:
customer service, warranty coverage, repair service.

Preferred solution: Full refund

Anonymous

Almost new dishwasher model KUDC031VBS2

Bought this because of the " name." For our second home in Florida. The dishwasher is used only four months of the year! The console and control panel are broken, flashing lights like mad, and I cannot engage them to start a cycle. I will NEVER buy kitchenaid again. I was told it's close to 600$ to repair this. Oh yes, kitchen aid offers a one year warranty which might cover this for 400 $. This is unacceptable. The appliance is three years old, and has been used a total of 12 months! Buyer beware!!! Do not buy kitchen aid.
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Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

2 comments
David Rde

Hi there!

 

We absolutely would the chance to earn your trust back in us.

We do not like to see our members dissatisfied with our products or services.

 

We would love 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 from 8am-8pm Monday-Friday and Saturday-Sunday 8am-6pm CT to happily assist our member's with any issues they may have!    

Guest

Should have bought that warranty sold by sears, would have been covered.

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Neco Ebc
map-marker Albany, New York

Horrible Experience with Delivery and Instore staff

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On September 1, 2014, I bought a sleeping mattress, supporting foundation and a bed frame from the Sears store at Colonie Center Mall in Albany, NY. The scheduled delivery was on 17th September. However, I did not get my delivery that day neither was I contacted by anyone about the status. I had to follow up several times with customer service as well as store management but nobody knew where my order was. The staff was extremely rude and instead of apologizing for their mismanagement, they tried to put the blame on me. When I complained, the delivery team member yelled at me and hung up on me saying she is not responsible for my order. On following up again I've been told by the store manager that I will get my order delivered on 24th September. I have not received any confirmation for my delivery or any compensation for my inconvenience. I feel cheated. May be because of my race I had to go through it.I am traumatized by this experience. I won't recommend this store to anyone.
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Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Winfield, Illinois

I can see why Sears might be going out of business. No one wants to deal with them anymore.

Ordered my work boots on the 9th. Need them by Saturday and its Wednesday. Ok fine. No problem. I understand it takes time. But after 5 days of submitting my order I cannot understand why I do not have a tracking number. When I called to ask about my tracking number they said I should be receiving it in 24 hours. Well 24 hours passed. I called again requesting my tracking number. The guy on the phone said that was false information and told me that due to the holidays, tracking numbers are taking longer than usual to process. Ok ***, its Jan 14th not Dec 25th retard! Holidays are long gone. When i first placed the order the estimated delivery time was Jan 15th. Now somehow some way it changed to the 16th. *** Sears! Instead of updating my estimated delivery time why don't you update my *** tracking number ***! Ughhh!! Incompetent retards!
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Cons:
  • Home delivery
  • Delivery experience
  • Poor customer service
Reason of review:
Order processing issue
1 comment
David Rde

Hello!

We are very sad to hear you are upset with us. We understand the frustration and if there is anything we can do to assist, please reach out to one of our social channels.

• 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

Anonymous
map-marker Dallas, Texas

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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Randy Dyer
map-marker Santa Clara, California

Don't Buy Appliances from Sears (Kenmore Waterheater) 5 failures in 2 months

I've had 5 failures on my Kenmore Waterheater (4 within 1 month). I have a Service Warranty and have to wait a minimum of 2 days without hot water before a tech will arrive. Simple solutions are not listed in the troubleshooting section of the manual. They don't want to tell you so individuals have to pay 160.00 on a service call. My last service call tech replaced the entire Gas Module on my unit. He left leaving a gas leak that filled the garage with gas fumes. I called Sears Service to report this. I reached a representative from the Philippines who gave me the standard scripted speech that they couldn't get a tech out for 2 days. I explained the seriousness of this, and they still emphasized they couldn't get anyone out for 2 days. You would think at least they would be trained to react to emergencies like this. They didn't even suggest to me to turn off the gas. I called back to request to speak to a supervisor. Again I reached the Philippines. The lady asked if I could hold for 15 minutes. I asked her to have the supervisor call me. She said I could expect a call within 2 hours. Nobody ever called. I received a call the next day and explained my concern regarding this. The lady again, from the Philippines expressed little concern and basically just repeated what the other rep had said. I asked her why their reps weren't trained to deal with emergencies like this and why they didn't even provide instructions on turning off the gas to prevent an explosion. I couldn't believe that she told me that she wasn't technical and to look in the manual. She then said that they don't provide on-call technicians. I then disconnected from the conversation and figured that speaking to anyone at Sears was a waste of time. A warning for others... Look elsewhere for your appliances and warranty service!!!!
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Tamarac, Florida

Spam Emails Review

I have tried for months to stop Sears from filling up my mail Box with there freaking spam I will never shop there again!!!!!!!
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Reason of review:
Poor customer service
Anonymous
map-marker San Jose, California

*** Poor Customer Service / Never Told Us They Did Not Have Refridge

Attention Customer Complaint Dept. RE: Refrigerator - Here is the complaint! We were on the market for a refrigerator for about 3 months. And - after visiting 5 stores looking for help (and not getting the kind of help we wanted ) we went back to Sears for one more chance to see if we could get what we wanted. I wanted to go to Best Buy but my husband has been a fan of Sears for years, so I agreed and said - Okay lets give it one more try (this was our third visit to Sears looking for help) We FINALLY met a smart and extremely knowledgeable Sales Professional at Sears [ Location: Alpharetta Sears Store - 01695 # ] He was thorough and verified that the refrigerator we selected was available. We set a date and were soooooooo excited. The day before the delivery we got a call and an email confirming the delivery window . YAH! I took the day off (losing $350 because I could not work that day - because I had to be home to clean and prepare for the delivery) When 5:30pm came around And there was no Delivery or Call about why they were running late etc ----, I thought it would be a good idea to call Sears Home Delivery Service. and find out what was going on. BUT THE PHONE NUMBER WAS NOT ON THE EMAIL GO FIGURE!!! So, I found the phone number on GOOGLE and called Sears Home Delivery Service and explained the situation to a gal in customer service who I could not understand. So, I asked for her supervisor. And After being placed on hold for 3 solid minutes --- the supervisor finally got the on the phone, and as it tuned out, I could barely understand her, either!! But what I did manage to hear was this.. She said, "Oh sorry for the inconvenience but the refrigerator is not available and you will have to order another one" WHAT ?????????? I said. No one called us about this!! As far as we knew according to the phone message and email we got the refrigerator was to be delivered today. She said (at least five times) " OH, I AM SO SORRY FOR THE INCONVENIENCE! I said, thank you and yes this is in inconvenience for sure - But What I want to hear the answer to my question. --- why were we not alerted???? that the refrigerator we ordered was not available. And why did I HAVE to call YOU to find this out? Okay - you get the pattern. Once again like a faceless tape recording she said, Oh, I am so sorry for the inconvenience. (then here is the worst part!!!!) She says ---- Sorry but The calls and emails are automated and that is why you are not finding out until now that your refrigerator is not in the warehouse. (WHAT - REALLY???? - And she is the Supervisor????? Seriously??? ) This is just another example of poor customer care!!! I said, That is not what I want to to hear! What I want to hear is that you will do research and whatever it takes to find the refrigerator we ordered and see to if it is backordered or if it is in another warehouse and make this right. OF COURSE - She mumbled something - that sounded like, Oh, I am so sorry for the inconvenience.... And then she asked, Can I have someone call you within 24 hours to help you order a different refrigerator? of course I said YES, fully thinking to myself --that will never happen!! With that I decided that this was the WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD Don't ask me for her name because I could barely understand her.
View full review
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

1 comment
Guest

I am sorry the experience you had with the delivery service for Sears. I believe it may have been our company, XPO Last Mile, but I first need to get some more information from you.

If possible, could you please e-mail me your last name and the date of your delivery?

This way I can get you in touch with one of our managers. Feel free to e-mail me at Jackie.workmon@***.com

Again, I am sorry for the inconvenience.

Sincerely,

Jackie Workmon

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