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Sears review in White Plains, New York: Warranty, Service and Phone Problems

1.0
Details
I am VERY discouraged with Sears. My 14 year old son purchased an exercise bicycle last year and I have been trying to get the supervisor back on the phone because she had to get off due to computer problems and I have not been able to reach her to schedule a service call. I have made numerous calls and spent more than 2 hours working on this today--a work day and I cannot be on the phone any longer. I am also upset because my son purchased this exercise bike and we wanted to extend his warranty but I have been told they are no longer covering this maker. I was not informed of that when I called in December and my poor child would never have purchased this bike if we did not think that we could maintain it. He saved all of his birthday and Christmas monies to make this purchase and he is not in the position to pay for repairs if something should happen to the machine in the next 12 months. I called the maker (SOLE) and Treadmill Doctor and no one is able/willing to help. I feel like we have been ripped off. I think I'm going to have to notify my local representative and Sears headquarters.
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Review
#578599 Review #578599 is a subjective opinion of poster.
Cons
  • Voicemail is unending loop
  • New warranty policy
Reason of review
Warranty issue
Loss
$500
Preferred solution
I want a one year warranty and I want Sears representative to schedule an appointment to service the exercise bike.

Resolved: Sears does not compensate the loss inflicted by their fraudulent marketplace vendor nor makes the vendor pay – do not by from them online

1.5
Details

Update by user Jan 21, 2015

It took me 4 months and a lot of frustration but I finally got my money back on Jan, 21st 2015.

How I did it:

- contacted their support service repeatedly.

- placed online complaints just like this one.

- placed a BBB complaint that went to the Sears headquarters.

Pretty sure they got tired of me but realized I would not let it pass anyway.

Original review posted by user Jan 05, 2015

As early as on Aug, 30th 2014 I ordered 2 (same) items on SEARS.COM and paid in full. Sears Marketplace Vendor OneClickLLC failed to send me the items on time and provided with a FAKE (non-existing) tracking # and indicated UPS as a carrier. I contacted UPS only to find there was NO such # in their system, and the # is not even in their format. I ran the same tracking # with USPS and FEDEX, with the same result (invalid #). After a long succession of emails, chat and phone calls to both vendor (who did not bother to answer) and SEARS support, finally (on Oct, 17th) the vendor informed Sears Customer Service that the parcel was shipped. I received the parcel by the end of October. It was INCOMPLETE and only contained 1 item instead of 2 that I ordered and paid for. As I did not want to deal with this merchant anymore, I called the SEARS support line (#800 349 43 58) to find out what my next step must be. The customer service representative asked me to return the item to the vendor and then get a refund. I returned the item to the merchant and had to pay additional $54.21 for the return though it was not my fault. The customer service representative told me that the refund will be done after the return is delivered to the vendor, no further actions needed from my part. However, two weeks later (Nov, 22nd), as no money was refunded, I contacted the support again asking where my money was. As of today (Jan, 5th 2015) I am still waiting for their refund… I contacted Customer Service, provided them with all the data (dates, order #, case #, tracking # whatnot) but now they are playing a runaround game “give us more data” and “oh we lost your receipt and can’t open files attached” etc. etc. Never ever ever order from SEARS.COM they breach their obligations, blame the vendors for that and pretend they have nothing to do with that. But who allows fraudulent vendors to stay in their marketplace? I wonder why? My suspicion is they split the fraud money, otherwise they would have compensated customers’ losses and kicked the vendor out of their database. DO NOT BUY FROM THEM.
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1 comment
David
#934297

Hi tatiana777,

We realize how drawn out this experience has been for you. We definitely want to make sure you receive the refund you are entitled to. We will do everything in our power to make things right. 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.

Resolved
Review
#578570 Review #578570 is a subjective opinion of poster.
Pros
  • Product
Reason of review
incomplete and late delivery
Loss
$292
Preferred solution
Full refund

Terrible! Avoid Sears and sears Service

Service tech came out; said $399 to fix washer and would put parts on order; all other charges would be under warranty. We wrote a check; the parts arrived and took a total of 3 weeks to get someone here. The new service techs said that it was not covered and wanted an additional $899 for a total of approx $1300. A new machine costs that. We said no and they said Sears will refund except for $79 trip fee but they said call customer service and they will refund it. I called Customer service, talked with chris, very rude, unhelpful and adamant that trip fee is not refundable. I subsequently did email conversations with two people--said could not refund trip fee even though I asked for my request to be escalated to upper management. Terrible service! Bait and switch!
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Review
#578200 Review #578200 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Problems with payment

Sears review in Sterling, Virginia: Automotive store manager needs CUSTOMER SERVICE training (Dulles Town Center)

I took my car for an Oil change at the Sears automotive center this morning and discovered a dent and scratch on my bumper after the service was completed. I immediately reported the damage to the Store clerk that took my payment. He called the mechanic that worked on the car (the mechanic looked weird and acted as if he was on drugs), and the mechanic denied that he damaged the car. As it was obvious that the dent was fresh (and undeniable that the mechanic was the only one who had driven the car), the store clerk was annoyed with the mechanic and advised me to go and speak to the store manager. The store manager was extremely unprofessional and not very friendly. After I explained what happened, he reluctantly walked outside to confirm the damage and take a couple of pictures. When I asked for the name of the mechanic that worked on my car (for my records, to aide in any investigation), the manager dismissed my inquiry and began to walk away, yelling, "this is out of my hands, the insurance will decide what is to be done". I asked when I should expect the insurance company to contact me, and he again, acted unprofessional, yelling some incoherent statement about the insurance company as he continued to walk away. I took his unprofessional action very personal, this man did not care about me, my car, or Sears' reputation. Sears is a very successful organization. I find it very difficult to believe that Sears is hiring untrained personnel to provide service to the public (the unprofessional/ untrained manager and the drug addict looking mechanic). It is very sad to know that you or your car is not safe when you walk into a Sears Automotive Center...at least, at the one that is located at the Dulles town Center.
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1 comment
Anonymous
#926106

Wow!!!

I heard that it doesn't take much to become a sears store manager, but I'm sure not all of them are incompetent when it comes to treating customers with respect.

Sears is still one of the brand names out there. In fact, I purchased all my appliances and 4 tires less than 2 years ago.

I'm sure that necessary corrections will be made to ensure that this doesn't happen again to another customer.

Review
#578179 Review #578179 is a subjective opinion of poster.
Service
Sears Claim
Cons
  • Service
  • Way store manager treated me
  • Poor customer service
Reason of review
Poor customer service
Preferred solution
Fix my damaged car and hire trained professionals

Never buy more than one item at a time from Sears, they refused to ship washer & dryer because cooktop delayed 16 days

I purchased $2,588.36 worth of washer, dryer and cooktop on Dec 30th with expected delivery of Jan 6th. Today, Sunday, I got a message from a machine telling that there was a delay with one of the three items. I called Sears and they said the cooktop was delayed another 10 days; not a big problem for me because I was just upgrading and have a functioning cooktop to get by with. However, I NEED the dryer because ours broke a week ago and waiting 16 days isn't an option. I asked Sears to ship what was available and backorder the cooktop, but they told me that it was not possible to split the order, even though I paid seperate delivery charges?! No wonder Sears is going out of business...laughable business practice and woeful customer service. Moral of the story...if you must buy from Sears, never buy more than one item per invoice.
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Review
#578173 Review #578173 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Home delivery
  • Delivery experience
  • Customer service
Reason of review
Order processing issue
Loss
$2588
Preferred solution
Deliver product or service ordered
On 12/30/14 my washer/dryer broke. Within an hour of it breaking I was at Sears to purchase a new unit so life could continue as normal. Upon purchase, I asked for same day delivery. They said the best they could do was delivery on 1/1/15. I reluctantly agreed. After...
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1 comment
David
#934221

Hi there!

We are disheartened to learn about your experience. We want to make things right for you.

lease 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
#578116 Review #578116 is a subjective opinion of poster.
Cons
  • Delivery experience
  • Home delivery
  • Service
Reason of review
Delivery, damage and poor customer service
Preferred solution
Price reduction
1.0
Details
I called Sears and asked to have someone sent out and look at my dishwasher. When I called I gave them my information. Initially, they said that it would cost $60 to have someone come out. Then the customer service agent put me on hold, and when he came back he said my...
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2 comments
David
#934214

Hello there,

 

We want to discuss this 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

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Review
#578035 Review #578035 is a subjective opinion of poster.
Service
Sears Installation
Cons
  • Customer service
  • Service
Reason of review
Warranty issue
Loss
$139
Preferred solution
Full refund

Sears - Washer Review from Louisville, Kentucky

2.0
Details
Over a week ago I scheduled an appointment to service my washer for this Saturday between 1 and 5pm. (dispatch 308788742) Stayed home from 12 to 6, no one showed up, no one called me. Sears claims that they were at my house but nobody was in, which is a lie. No apologies for wasting my Saturday, instead Sears offers another appointment 16 days from now. Horrible, horrible service and dishonest employees. Stay far away from this place.
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1 comment
David
#934208

Hi there,

We regret to hear your service appointment was a no show. We can certainly look into sooner available appointments for you.

Please feel free to reach 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
#577947 Review #577947 is a subjective opinion of poster.
Reason of review
Bad quality

Snow Blower Review

I put a snowblower on 12 week layaway.I paid it off two payments early and was told that it had to be ordered and it would be in five days later.How do they no have my snowblower not in stock because it is winter....duh.I even called the store to see if they had it in stock which it wasn't.So how do they not have an item in stock it makes no sense to me.
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Review
#577462 Review #577462 is a subjective opinion of poster.
Reason of review
Order processing issue

SEARS Purchases items from outside merchants. Try to get a refund on items that are not delivered or cancelled.

Made purchase, never received item. I Contacted Sears whom I made purchase through. I was told by Sears they can not do anything about getting refund back because Sears purchased item thew outside merchant. WT!!! $850.00 item I never received and cant get anyone to help me get my refund back. I was instructed to contact the merchant they ordered from. I tried several times, left several messages. Why Am I having to do this. The purchase was made through Sears. I did not order from anyone else yet I'm having to fight to get refunded with a company I never heard of. (Direct Furnishing, Phone number 714-406-5565, Email Address :jackiehoang16@gmail.com) NEVER WILL I PURCHASE FROM SEARS AGAIN. This has been a nightmare. This company Direct furnishing is some rip off fly by night company Sears deals with.
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3 comments
David
#934213

Hello there,

 

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!     Thank you, SearsCares

Anonymous
#923721

Did you order it online? They have several "marketplace" vendors, and these aren't people who Sears "deals with," you made the purchase directly with the other company.

It's just like making a purchase from someone on eBay (you pay eBay, and the money goes to the seller). You have to contact the seller, just like you would there.

Amazon has the same sort of thing, marketplace sellers who are not part of Amazon. If you look at the search listings, you can select a setting to only show items actually sold by Sears.

Anonymous
#1015698
@Laura

The same situation happened to me, i'm currently fighting for a refund, then I will report to BBB and Sears Corporate! I purchased furniture thru Sears Online who used their 3rd party vendor, Direct Furnishing.

I received an email receipt and tracking number (which is bogus). The item never arrived and was told to contact Direct Furnishing at 7144065565. The number and email DOES NOT WORK. Then I called the shipping company to verify shipment, and my shipping information doesn't exist.

Direct Furnishing is a SCAM! What a big fat wast of time!

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Review
#576861 Review #576861 is a subjective opinion of poster.
Reason of review
Problems with payment