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BEWARE OF SEARS AND TERRIFIC SALES!!!

1.0
Details
I ordered curtains off of the Sears Web Site, when I tries to return them to my local Sears store I was told that they were from a third party site, so I called Sears to find out how to return these, they have a 90 day return policy for curtains. Both Sears and I spent a week trying to reach the people at Terrific Sales, the phone goes straight to voice mail, no one ever picks up! Sears and I both sent them emails, no response, finally the we get an email from Ben at Terrific Sales that says that they have a 15 day return policy, however when you look at their return policy it only states that you have 15 days to return an item after they have issued a RMA or Return Authorization. There is nothing about how long you have to return the item from the time of receipt. This is what Teriffic Sales return policy says, notice it does not say from time of purchase or from the time you received the item, it just talks about 15 days from the time they issue you a RMA or return authorization...... "Terrific-Sales Buyers may return items that are not damaged or broken. We understand Buyers may purchase the wrong item or change their mind once they receive any item and so we accept returns under certain circumstances. All products must be returned within the time frame allowed. Buyers must request and complete the RMA form and receive a RMA Number which is valid for 15 days only and the returned products must be received by Terrific Sales within those 15 days and within 10 days from the date the RMA Number is provided. RMA Numbers are not reissued or extended beyond the 15 day time frame. Buyers requesting to return products may do so by paying the cost of shipping the items back to Terrific-Sales and shall be charged a fee of $25.00 or 20%, whichever is higher for Non-Defective Returns." They have refused to let me return the items and they are unopened, I have all my receipts and it has been less than 30 days even with all the time spent trying to reach them. The case worker at Sears was horrible, if Sears is going to have third party venders selling on their site they should all have the same return policy as Sears. It is very misleading to purchase something on Sears only to find out you didn't purchase it from them and they don't abide by the same return policy as Sears! Hey Sears have you read the customer reviews of Terrific Sales on your web site, they are all negative, why do you allow them to sell on your site???
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1 comment
Anonymous
#892779

If all their reviews were negative why did you buy from them? Not like you weren't informed.

Review
#550536 Review #550536 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$262
Preferred solution
Full refund
Tags
  • Curtians
  • Grommets
  • Terrific Sales

Sears - Unskilled Subcontractors Review from Sacramento, California

I grew up with Sears but sadly they no longer have customer service. They are incapable of truly resolving issues created by their poor quality sub contractors. I would never recommend Sears to anyone & have no intentions to ever mAje another purchase from them. There is no pride on any level and this will run Sears into the ground in a very short time!!!! IMO management is at the heart of this. They don't get it!!
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Review
#550407 Review #550407 is a subjective opinion of poster.

Sears in Brooklyn, New York - Delivery Process was a disaster

1.0
Details
My landlord ordered a fridge from sears. I was told to wait from 8am to 5pm on a Friday for the fridge. It had not come by 2pm so I called sears. I found out they had a mangled version of my address on file, but I just told them the correction assuming that would take care of things. 12 calls to customer service later they still verify my address as the incorrect one. The fridge is still not here and it is 6pm. Nobody seems to be very concerned and my whole day has been wasted. I hope sears goes out of business soon.
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Review
#550199 Review #550199 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Delivery
  • Customer service
  • Organization
Reason of review
Poor customer service
Loss
$800

Sears - the worst appliance purchase experience of my life!

ordered washer and dryer from searsoutlet.com. the dryer was delivered after 2 weeks with no problem. washer was canceled after 2 weeks for missing legs - delivery unable to install. I was told to start the process from the beginning which I did. re-selected, re-scheduled delivery for 10 days after. on the day of expected delivery - after waiting for over 4 hours we were told they could not deliver for their truck could not make the turn onto our narrow street. the driver was very rude. said they would deliver next week in small truck. took time off to wait again - no call no show. after we checked they said they would deliver in two days - completely unapologetic about wasting our time again. 2 days later they called to let us know they can deliver but unable to install because the unit had no legs... I have called Sears and spent 2 hours on the phone trying to patiently help them to help us and deliver a washer without going through the same process again. I moved up through levels of their "solutions" department all the way to national (non)solutions. I was told by all that their hands were tight, I can order again on line and wait for delivery ... I have given them numerous chances to fix this and they have repeatedly declined... I am done with sears for good. this really was the worst appliance purchase experience of my life.
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Review
#549717 Review #549717 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery
Loss
$400
Preferred solution
Let the company propose a solution

Sears in Pacifica, California - Refrigerator delivered broken, then they wanted to charge to repair it

2.0
Details
I helped my elderly, blind mother order a new fridge, and the handle was broken by the Sears guy installing it. He promised if she accepted delivery he would order a replacement and return to repair the door. Replacement took a week, and then Sears informed her she needed to either install the part herself or pay a second installation fee for him to come back! Took hours on the phone, multiple customer service folks to get a promise of a repair, and only after she tried to get them to pick up the fridge and return it all together (which they also refused to do as she had "accepted delivery". Awful customer service, if you can even call it that. Who needs to deal with a company that will bully an elderly blind woman! Just don't do it!
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Review
#549259 Review #549259 is a subjective opinion of poster.
Service
Sears Installation
Pros
  • Convenience of online ordering
Cons
  • Poor customer service
  • Delivery experience
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Defective Bosch dishwasher, Sears deaf ears

1.7
Details
In July, we purchased a new Bosch dishwasher at Sears for our condominium renovation. Within 30 days the rinse dispenser died. A repairman fixed it, but it stopped working again within days of his visit. A second repairman ordered a new one, and when it came, he put it in. Then the screws began to fall out of the panel on the door. Another guy came and said he had to order new screws (they don't have them in their toolboxes!!). After he left, the screws in the door hinge (he had taken the panel off again)started falling out, and the door doesn't close. Inoperable!!! Sears can't send a repairman for six days and at first refused to give me a new dishwasher. Then they said okay, but we would have to pay a 15% replacement fee. Whoa, what about the time we've lost hanging on hold and waiting for them to come. It is now October!!!!
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Review
#549207 Review #549207 is a subjective opinion of poster.
Pros
  • First response positive
Cons
  • Deaf ears
Reason of review
Poor customer service
Loss
$850

Sears - Kenmore Refrigerator Review

I purchased a Kenmore fridge in Dec 2011. Paid $3000 because it has to be counter depth. In January 2012 had to have it serviced because it wouldn't freeze. After 5 service visits and numerous replaced parts over the course of months the technician convinced me it was us causing the problem by not closing the doors tightly enough. He instructed me to empty the fridge and freezer and unplug it overnight. Then plug it back in and reload it to fix the issue. I have been doing this 2 to 3 times PER MONTH FOR 2 YEARS!! Then last month the "fix" no longer worked so the service calls started again. By now the warranty had expired and I have had to repurchase 2 "service plans" during this 2 year mess. Yesterday was the 10th SERVICE CALL AND NOW THEY SAY IT'S DEFECTIVE AND CANT REPAIR IT!! I have lost freezers full of food and many days off of work waiting for technicians to show. And countless hours on the phone with customer service who have been NO HELP! THEN THEY CALL ME LAST NIGHT TO SAY I GET A $500 CREDIT FOR A NEW FRIDGE! WTF! IT WILL COST $2500 TO REPLACE! IF THIS WAS HANDLED PROPERLY IN JANUARY OF 2012 AND REPLACE THEN LIKE IT SHOULD HAVE BEEN IT WOULD HAVE BEEN UNDER MANUFACTURER WARRANTY OR WHATEVER IT'S CALLED! NOW BECAUSE OF INCOMPETENT TECHNICIANS AND HORRIBLE CUSTOMER SERVICE I AM THE ONE BEING SCREWED! NO WAY SEARS! I'VE ALREADY CALLED THE BETTER BUSINESS BUREAU AND CONTACT 6. YOU WILL BE HEARING FROM OUR LAWYER!
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Review
#549197 Review #549197 is a subjective opinion of poster.

Sears washing machine (lack of) service

1.0
Details
On August 22, 2014, our 4-year old front load washing machine (with which we had also purchased the service agreement) stopped working. We called the service line, and booked an appointment for a technician to diagnose. Said appointment was kept, and the tech determined that a new main PC board for the washer was required, so he ordered the replacement part (estimated to take 10 days to arrive). After 2 weeks, the part was in stock, and the tech called to come & make the repair. On his arrival, he discovered that the part sent was incorrect for the model/version of our machine. He then ordered a REPLACEMENT replacement part, which they said would be "expedited", as it was now close to a month without our washer. That part arrived, not without an extra bit of hassle. Apparently the part was shipped to the wrong service tech, who operates out of a city an hour away. Our tech had to meet the other tech to pick up the part from them, before he could come to our home. Once the part finally arrived here, it was installed without incident. The technician turned on the machine, verified that it seemed to power up fine, and then departed. On going to try and do some laundry, we discovered that the problem really wasn't resolved. The PC Board might have "fit" in the machine, but it is obviously programmed wrong (or for a different machine). Turning the *** or pressing the buttons on the machine makes arbitrary lights illuminate, and there's no apparent correlation between what settings are being made versus what lights are on. For example, pressing the button for "soil level" makes the light next to "cycle signal" come on. We called the service line once again, to schedule another appointment. A new service technician was sent, who essentially scratched his head & said "huh...that can't be right...I've never seen that before...". A third PC Board was ordered, expedited, and said would be here within a couple days. It's now closing in on 2 weeks since that occurred, so I called the Service Line again to find out what's up. I just got off the phone with them, and I'm told that the part is being shipped directly from the manufacturer and should be here "sometime next week". I guess we'll see about that... I'm no math genius, but 8 weeks, at an average of 8 loads/wk, at say, two bucks/load at a laundromat to wash (plus at least that again to dry, since hauling wet laundry home is rather bothersome at best) is probably not too far away from what this washing machine cost us to begin with.
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3 comments
aaroncushing
#910631

It's now been close to 11 weeks since our washer died. Sears contacted us recently with an offer to buy out our machine, stating that the part required was unavailable (or more accurately, they were "unsure when it would become available").

Sadly, their offer was only $400 -- against an appliance that's half of a matching set that cost $2500. To top it all off, their offer was for Sears credit -- not cash.

At this point we've declined their offer. We're certainly never going to buy a replacement from Sears, and absolutely we'd not be able to get anything for four hundred bucks!

Anonymous
#888125

Einstein

Have you not seen the previous reviews of SEARS and A&E service? OMG.......when are you people gonna wise up and stop buying from this company........you get what you deserve

Anonymous
#909687
@Sears Tech

the call center is just as bad

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Review
#548942 Review #548942 is a subjective opinion of poster.
Cons
  • Time to resolve
Reason of review
Poor customer service
Loss
$500
Preferred solution
Let the company propose a solution
Tags
  • Sears Service Agreement

Sears - Dryer warranty not honoured

1.6
Details
Had bought a dryer at Sears, just before the warranty ran out the thermostat broke. It was fixed, but broke again in just 3 months, but should have been covered by the warranty. A different guy came out intent on selling us a service plan. When we heard a huge banging sound, we discovered he did not bring his drill and was attempting to knock the outside casing off. He told us after the repair that the warranty was no longer valid because he thought the thermostat was breaking becasue our vent had excessive dust in it. Dryer broke again before he got to the end of the road. Turns out the vent had no dust (my house is brand new), Sears did not return calls or respond to any complaints.
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Review
#548836 Review #548836 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Service
Reason of review
Poor customer service
Loss
$600
Preferred solution
Bad service tech needs training, had to but another dryer from elesewhere

Sears - Kenmore elite refrigerator, expensive and garbage!

I too bought this refrigerator for an astronomical cost. As soon as the year was up it started breaking down, freezer thawed, all sorts of errors. Sears sucks. They wanted $400 for a one year warranty! I agree with others, I went my entire childhood with one fridge, the only reason after 25 years that my folks replaced it was due to style.sears makes garbage, I'm sad I saved for a year for so long for me "dream refrigerator" I refuse to even let them repair it, rather use a local, honest repairman. Most of the times they just unplug and replug. The latest is the ice maker, which sadly controls the water and ice... 16 months in... Absolute garbage. Don't buy kenmore. They make it so it breaks and you pay for repairs. Even the water filters are ridiculously expensive and need replacing every 3 months. Stay away.
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Review
#548748 Review #548748 is a subjective opinion of poster.