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Tires Review

Went with online confirmation and having prepaid to get my new tires. They couldn't find them. Asked to have them look at my breaks. Was told the front ones needed changed. Had the front ones changed. Turned out the back ones plus roters were actually the ones needed changed. They obviously did not check my brakes at all. Terrible service and experience!!! Would never use them again!!
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Review
#524168 Review #524168 is a subjective opinion of poster.

Terrible Customer Service - Sears

Prior to this experience, my regard for Sears and their services with home appliances was extremely high, as I have ordered a range top oven from the Sears Outlet and have been very happy. I have also recommended all my friends and family to Sears or the Sears Outlet. Recently, a family member purchased a washer & dryer as a gift for us. Unfortunately, before installing, we realized that the dryer they purchased was electric and our house does not have the proper electrical wiring to connect the electric dryer. I called Sears the following day (Monday August 11, 2014) and set up the exchange for the gas dryer to be delivered. I was under the impression that the call and order went smoothly and was told by the representative that I would be notified within the next 24-48 hours about delivery and covering any difference in cost. The following day, (Tuesday August 12, 2014) less than 24 hours from my initial contact regarding the exchange, I received a call from Sears, but was at work and missed the call. I called the number left on my voice message and the representative I reached had no idea why I was calling. The rep told me that there were no notes on the order about a phone call. After being passed around to a few representatives, Ishmael in Customer Solutions helped me complete the exchange. He gave me a total amount and I gave my credit card number for the difference in the uneven exchange - I thought everything was settled and confirmed and that I would receive a call about delivery within the next 24-48 hours. The next day (Wednesday August 13, 2014) the initial purchaser - a relative of ours - was contacted about delivery. The relative let me know about the call, and delivery time – which was scheduled at a time when no one would be present at our residence. I called Sears to let them know that I needed to reschedule delivery. Upon calling, I was notified that my exchange information, payment information, and my phone number/address were not anywhere on the account. Again, after being passed around to numerous representatives, I was notified that the exchange was indeed completed; however the shipping address was COMPLETELY wrong. I have absolutely no idea where this shipping address came from as it was neither the correct delivery address, nor the initial billing address. When I asked to change the address the representative told me that I could not change the delivery address, nor could she give me any additional information on the account – including confirm my exchange – because I was not the initial purchaser; after I had given my credit card information for over $200 the day before to a representative in the same department. Of course, this infuriated me. When I asked to speak to a manager or someone with whom I could file a complaint, the representative let me know that SHE was the person to contact. She was in the SAME department that I spoke with the previous day when I thought the order was finalized. Later that same day, I attempted another call to Sears instead of bothering my relative who had so generously purchased the washer and dryer as a gift. I was transferred to a representative, Krystal, in Processing. She let me know that she would have to cancel the whole exchange in order to correct the shipping address. She had to call the delivery department to cancel the delivery scheduled for 1-3pm THAT SAME day (Wednesday August 13, 2014). She was able to cancel my order and let me know that I would have to call back at least 24 hours later in order to start the exchange order all over once again. However, she let me know that she was putting a note in the account for $100 off my exchange for all the trouble I had been through with what should have been a simple uneven exchange. Thank you Krystal. I waited until after work to call back on Friday (August 15), as I had already spent enough time on the phone during the week. When I called the number that was given to me on Thursday (1.800.479.6351) the representative let me know that the department that processes exchanges was closed and to call back the following day. Again I waited until Sunday (August 17) to call again and I spoke with Chris in Customer Solutions. He confirmed that the cancellation had indeed been confirmed but, again, the department that handles exchanges was closed for the day. Chris gave me a different phone number (877.878.3687) to call, case number (2703190), and receipt number (093009087322) and assured me that with these numbers on hand, there should be no issues with re-issuing the uneven exchange. On Monday August 18 I called during my lunch hour as I figured, based on my experience during the week prior, the call would take about an hour. I was wrong; the call lasted just over 2 hours. I was helped by Pam at the number I was given on Sunday. Pam let me know that my phone number was still not on the account, even with the updated case number – the initial purchaser’s phone number was still listed and mine was nowhere to be found. I let her know the reason for my call and she had to, again, verify that the shipment was completely cancelled. After she verified the cancellation, we continued with the exchange. She did know that I wanted to exchange for the gas dryer and went ahead with processing. When it came time for her to ask for my credit card number, I reminded her about the $100 credit I was supposed to receive based on my conversation with the representative on Friday. She let me know that there was no note anywhere on the account about the $100 credit. After browsing the account while putting me on hold, she returned to let me know that not only did she not see the $100 credit note, but that she could no longer go through with the exchange because I was not the initial purchaser; she came to this conclusion AFTER she was going to take my credit card information. I let her know that this had happened once before and I was very confused about how this was possible as I was the person who had been in contact with Sears the WHOLE week before. I continued to explain the situation to Pam and without another solution from her, I asked to speak to a manager. She told me she didn’t think a manager was going to approve the credit but if I wanted, she could still have a manager review the account. I insisted on speaking with a manager. I later found out that either Pam or the manager did contact my relative to confirm that it was ok for me to continue with the exchange. The manager let Pam know to continue with the exchange and he approved the mere $100 credit. I was interested in purchasing a protection agreement, but was never offered to add that portion – nor was I asked about any additional parts that we may need for connecting the gas dryer. While she worked with online order processing to complete the exchange, she asked me if I had a preference for delivery. I let her know that only weekends were suitable as no one is home during the week. After the order was complete, she let me know that weekend delivery wasn’t available, but I would be able to change the delivery once I received a call about the delivery window. I asked for an order or confirmation number and when Pam looked at the order, she noticed that the wrong phone number was now on the order for delivery. She suggested that I call Sears back to ask for delivery information because she wasn’t able to update the information. There was NO WAY I was going to do that again. After speaking with her manager, she let me know that she would be able to update the delivery date for the coming Saturday (August 23rd) and correct the phone number with mine. She told me that she would give me a call back if there were any issues with the order. It is now 7 days and approximately 5 hours on the phone after my initial contact with the company, and after speaking with numerous representatives I hope my exchange has been processed correctly and finalized. We will see if I receive a call this coming Friday about Saturday delivery. I believe that the amount of time and energy spent on this simple exchange is absolutely outrageous and I hope that your other customers do not have to endure this type of treatment and complication. I can guarantee that after we have received our gas dryer, we will no longer shop at any Sears store for any type of product. We have also already begun to encourage our friends and family to do the same
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3 comments
Anonymous
#859830

Went through much of the same issues with the nondelivery of a refrigerator. After going through all the so-called customer service, I tried calling the local store again and when I was given options to speak the department name, I said “manager” that wasn't on the list but a manager did in fact answer.

My stress level began to lower considerably. A real person that was concerned. We figured out that the automated scheduling system does not communicate completely with those doing the delivery. They in fact only deliver once a month to our town and the system is scheduling deliveries every week.

Hard to believe that that situation is allowed to exist.

I did eventually get a reply to an e-mail and replied with what we learned. Shortly thereafter I received the first of the three automated e-mails advising me of the rescheduled delivery on 8/26, I now know in fact that delivery will not take place until 9/9.

Helpful.Tech
#859816

Wow. It does sound very unsettling. Although I can appreciate why there is such a concern over exchanging something on someone else's account, there should be a way to facilitate the whole process much better.

Anonymous
#859644

Very poor customer service. I have experienced a similar situation.

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Review
#523940 Review #523940 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Poor customer service
Loss
$300
Preferred solution
Price reduction

Don't shop at Sears...Horrible Customer Service

On July 10th, Sears service agreed that my 2 year old Kenmore refrigerator was a lemon and needed to be replaced. I picked out another one and paid the difference on July 10th. I have been given multiple delivery dates but they tell me, usually on the day of delivery, that it was delayed. Delivery dates have been on July 23, July 30, August 2nd and August 13. I live in Sacramento, CA. On August 12, 2014 my husband called Sears at 8:30 to regular customer service and was told the fridge was in warehouse and would be delivered on 13th. At 9:30 8-12, received automated call saying order delayed and to call back to reschedule. He called right back and they said fridge would be in on the 18th and delivered on the 20th. On August 12, I received an automated call stating 8-13 delivery delayed and to call them immediately to reschedule. Immediately (they called at 1:28 and I returned call at 1:28) called back and women said she only had a record of picking up a fridge from us on August 2nd, but there is nothing about a fridge waiting to be delivered. OMG August 14th went on-line to check order status and it shows planned delivery of July 23, 2014. Carried on discussion with on line rep who said there is no order for us and that the order number that shows on there website...doesn't exist in their records! OMG AGAIN. Email sent Afternoon of August 13, 2014 after receiving a voicemail from our "customer service rep" asking what the item number is of the refrigerator that we would take in exchange for the one we ordered. To: Blue Ribbon Customer Service Rep (This is Sears highest level of customer Service) I received your message today. I don't know what the item number is since what is shown as available for delivery quickly on the web site is not really available. I asked you on August 2nd to please give me a list of all 31 + CF, French Door, Freezer on the Bottom refrigerators that are white and in stock so you could tell me what "ACTUALLY" is available. I have not heard back from you until today. Without your assistance, I have no way to make a choice without first knowing what you have available for delivery in Sacramento. As soon as you let me know what my options are, I will let you know the model/item number. I am not trying to be difficult. I have been proactive and tried to find solutions to this issue. Every reasonable option that I have presented, Sears has said no. I am left with depending on you to tell me what SEARS can actually accomplish, and hoping it somehow fits with my needs to have a decent refrigerator again. Please let me know what my choices are and I will quickly respond with a choice, assuming one of them will adequately replace the lemon that Sears was unable to repair. Email from rep on Aug 14, 2014, at 8:20 AM, Sears Blue Ribbon Service
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1 comment
tsanford57
#859404

I large part of my complaint was cut off. Suffice it to say that Sears has failed to deliver on their guarantee to replace Kenmore refrigerator lemons.

Review
#523614 Review #523614 is a subjective opinion of poster.
Loss
$2000

Sears in Pekin, Illinois - Review

Been into the store 3 times now, had to ask for help all three times. Today (sun) I went into buy two of the craftsman tool boxes they had on sale on line (I checked at 11pm sat night). I figured rather than buy them online, I'd support my local store and the website showed them in stock. I arrived, went in, waited 5 min, then went to ask a girl at the desk who was sitting there w a non employee friend for help. She confirmed they had them but told me they were twice the price they were on line. I went online and the sale "ended" unnanounced. She said they do that sometimes and she can't control it. I asked if she would honor the price, she said no, but I could drive back in tommorow and speak to the store manager. I asked for the manager on duty, she said it was her! I won't be back and with service like that I'm guessing they won't be around long anyway.
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1 comment
MattD78
#858286

Physical brick and mortar stores do not match online prices.

Review
#522786 Review #522786 is a subjective opinion of poster.
Product
Sears Website
I ordered an ipad and electrobrands sent me a broken used ipad and Sears wouldn't refund me. had me deal with Electrobrands. Electrobrands said send it back and we'll send you a new one and reimburse me the shipping. Never received the shipping reimbursement and...
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1 comment
Anonymous
#859498

Sears online like best buy has a marketplace where items can be sold like amazon this is not connected to sears at all and is independent companies

I dont work for sears but this is how it looks to be online

Review
#522284 Review #522284 is a subjective opinion of poster.
Loss
$330

Sears in Sanford, Maine - No Response to Service Request

We purchased a refrigerator with a warranty in December of 2013. It stopped working on August 7th. Sears refused to come until August 16th. I called and asked for a better date. They passed me around and around until someone finally said, "We are not going to help you" They do not believe in customer satisfaction at all. The whole reason we purchased there was to have reputable service. What we found out is they could care less. And by the number of complaints on this sight, it just proves I am right about their lousy customer service. I work in a service business and we would never tell our clientele that they have to wait 9 days for a repair. We will never buy another Kenmore product because of the shabby way we are being treated. We still don't even know when they are coming.
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3 comments
Anonymous
#859501

I was told to wait 15 days for a washer repair, i was home all day missed work because of their service window 10am to 6pm and they never showed, i was called by someone who said that they came to the house but nobody was home, total bull, i live on a cul de sac and had my front door OPEN while i sat in the living room right next to the door, no service van ever came

MattD78
#856756

Just because they don't cater to your schedule doesn't mean they don't believe in customer service. I get that it's a fridge and time is a factor, but does that mean they should bump someone scheduled for a washer repair?

I am sure the repair people are busy and if their schedule is full their schedule is full.

It doesn't mean they don't believe in customer service. It means the earliest date they have to come repair your fridge is the 16th.

Anonymous
#883560
@MattD78

Haha, I worked for these yokels and while there are some great people there, they have a terrible routing system and not enough back up certified ASA techs to handle overflow. How can you say they care about customer service when this customer above was waiting at home and did not see a tech or get a phone call in advance of arrival?

That's uncaring, indisputably bad service practice. Can't whitewash that unfortunate fact. He waited for a decent amount of time for service and they screwed it up. How do I know he's telling the truth?

Because when I worked there this happened on a daily basis to customers all over the country on an alarming number of calls.

Dealing with Sears these days is akin to playing a slot machine. You might get some gold, but more often than not you'll lose your shirt.

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Review
#521708 Review #521708 is a subjective opinion of poster.
Service
Sears Repair

Refrigerator Review

We have a refrigerator from sears they came out after waiting 30 days later and the fridge isn't working is there a outside shop that will honor the warranty so we don't have to go without the fridge another 30 days
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Review
#521321 Review #521321 is a subjective opinion of poster.

Sears in Clarksville, Arkansas - They sell junk and won't stand behind it.

Bought a washer from them a couple of years ago. It broke within 3 months. It took them over 7 months to fix the problem by replacing the machine. Now less than 2 years later the new machine is broken and they have conveniently lost all record of my service agreement.] Two washers, two years, two pieces of junk, and not even the same model or even brand of washer. Watch the reviews on their site too, they shuffle models around. The first washer we had was discontinued in the first year, now the Samsung that they replaced it with is discontinued as well. If you are reading a review on a model that is less than a year old, your not getting the long term picture.
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Review
#521010 Review #521010 is a subjective opinion of poster.
DO NOT HIRE SEARS FOR INSTALLATIONS!!!!!
I had a garage door opener installed by Sears when I first bought my house 3 years ago. My daughter came in late about a week ago and goes to close it and the entire front of the garage door that was hooked to my house fell out of the wall. Damaged my garage door and...
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Review
#520787 Review #520787 is a subjective opinion of poster.
Service
Sears Installation
Loss
$1000
Tags
  • Installation
  • garage door openers
  • Pro Audio Video

Sears - Brand new Kenmore refrigerator model 253.6882201 lemon!!

When I 1st purchased it, it started forming snow frost in the freezer almost immediately. Sears repair came out twice to repair it. Both times, it was mis-diagnosed as a sealing issue on the doors. Of course, it still formed snow in the freezer. Well, 13 months after purchase (warranty is 12 months), the blower motor in the freezer goes out. I call sears parts for a new 1 and they estimated 2 months for shipping. I call local appliance store and he says tomorrow or the next day latest! Obviously, this fan was weak when new. This was the reason for the frost in the 1st place. This unit is manufactured with cheap parts!! Never ever buy Sears!!!
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Review
#520731 Review #520731 is a subjective opinion of poster.
Loss
$600
Tags
  • warm refrigerator