Anonymous
map-marker Philadelphia, Pennsylvania

Horrendous Customer Service

We ordered over 3000$ worth of new appliances in May 2013 - Kenmore Elite Refrigerator, Microwave, Stove and Dishwasher. Our freezer stopped making ice in June 2014 (3 weeks after our warranty ended). I called the service center to see if they could make an exception or give us a significant discount on the repair since we were only 3 weeks out (not like 3 years!) I spoke with one representative who wanted to give me the part 10% off (same coupon you can find online) but didn't know anything about sending someone out to fix it. Then I asked to speak to a manager. They had "to call me back" and I never heard from anyone all evening. I called the next day, was given the same run around from a technician and then I was finally able to speak with a supervisor who said she could give me 20% off (another coupon you can find online) the repair which was going to cost $285. I was absolutely disgusted that the supervisor wasn't able to offer anything more than an online coupon code that anyone can find or use. They do not take care of their loyal or valued customers and I will never purchase an appliance from Sears again. On a side note, the service man who originally came out was helpful and so was the 2nd parts and service person I spoke with.
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Loss:
$285
Company responded
Benita Goggins G

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Verified Reviewer
| map-marker Tucker, Georgia

Kenmore Washer 21302, laundry reimbursement $100

Today at 12:05 PM

Also left out some names Daniel, Marlo, I think Stephanie, all hung up on me, Bethany, Rebecca promised the reimbursement and replacement washer, Kurt, Gail, Cody, Coletta all in Blue Ribbon office. Cody told me that if I did not accept $40 gift card, then the conversation was mute. cases 195****, 200****, 200****, 201****.

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On Saturday, December 28, 2013 12:00 PM, BENITA GOGGINS wrote:

I am emailing in regards to a laundry reimbursement that was offered 12/18/2013 regarding our Kenmore washer 21302. It was bought in April 2013. We have had several issues with this washer. We were told on Wednesday Dec 18th that the washer replacement would be delivered Thursday Dec 19th and that within 2-4 hours there would be a delivery confirmation. Neither of two occurred. Also I missed work for two days waiting on the delivery. I had to call in a discover that delivery had not been processed instead of Sears contacting me. The rep I spoke to regarding the $100 reimbursement was Bethany. I know conversations are recorded. Now all of a sudden, today the 28th of Dec. I again call in and am told that since it was only 4 days, there is only a $25 reimbursement that will be offered and only as a courtesy. I explained ok, I had to go to and spend money elsewhere. I have two children in school that needed clean clothing and ended a conversation with your rep Bethany based on what she told me, now I have to take a loss. I spoke with a Coletta today in Blue Ribbon, ext 16, who told me that no matter who I contact I will not be given what Bethany told me, she apologized and stated it did not matter who I contact or call, she is the highest up and that was just that. She also stated she would send a 30 day offer letter regarding the acceptance of the $25 because I refused to accept without speaking with someone regarding misleading information. Also when the initial call was made regarding the washer repair, my 81 yr old father drove to a store after being told to just go in, give the model 21302, credit amount $530.99 and case 195**** and then being embarrassed that the people at the store knew nothing he was speaking of. Later after the mix up of delivery, repair and all we were only offered a $40 gift card. I am upset about the rep telling me and providing a case number 200**** for a $100 laundry reimbursement and if again I hadn't call in today regarding the check, I would not have known anything about 4 days/7days etc. I have always been the one to call in after being told one lie after another from each of your reps, just like the emails will come and they never did. But yet you all send a feedback email...really... you won't get a positive one. I will be contacting the office of consumer affairs for appliances or whomever I need to regarding Sears ripping customers off and telling them misleading information and not honoring what you have been told and them getting Oh I'm sorry. This is not a threat so please don't take it as such, I just need to get to the bottom and find out the truth and my rights as a consumer and treated fairly and be given what I have been told. Sorry doesn't cut it, $25 laundry reimbursement and $40 gift card for Sears only does not make me happy after missing work, being told a delivery date, being sent into the store, gas, washing clothes, and mind missing work, Those amount don't even pay my salary, etc. I have spoken to about 8 Sears reps since 12/18/13, disconnected phone calls, no return calls, rude, mute conversations and my father has been a customer since the 80's or 90's. And we have the master protection agreement. I should not have to suffer because your rep did not verify info before telling me the consumer and now it's just oh sorry. Please contact me ASAP, I can be reached at 770776**** and the account is under home 770946**** 63 old knight rd, Hampton, ga 30228, James Goggins. Thanks Benita Goggins

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Loss:
$100
2 comments
David Rde
Sears Response

Benitabkg,

We thank you for bringing this matter to our attention. My name is Liz and I am a member of the Sears Cares Escalations team. We certainly can see why you are so frustrated and upset over what has occurred with your washer. We have forwarded your concerns over to your case manager. If you have any questions or concerns, please send the following information – contact #, screen name (benitabkg), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Guest
reply icon Replying to comment of Sears Response

I have a blue ribbon rep, Coletta and I wish to escalate higher. Thanks for the reply.

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Company responded
Anonymous
map-marker Waterford, New Jersey

Keep switching time frame

Needed a new compressor fan for my fridge. When they ordered part and I scheduled appointment t o install I wanted a Saturday however I was told they didn't service my area on Saturdays. Therefore, I had to do it on weekday. I explained to them I work and can't miss a day. First they gave me time frame 8am-10am. Then I called as I didn't hear anything from them. Then I was told around noon. Now I am being told around 3pm. I had to lose a days pay and they don't care. NEVER PURCHSE FROM SEARS AGAIN. WE PURCHASE OUR WASHER AND DRYER THROUGH HOME DEPOT AND SERVICE WAS BETTER AND THEY MADE IT AT OUR CONVEINCE. SEARS STINKS
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1 comment
David Rde
Sears Response

We would like to let you know that we very much value your time and would like a member from our customer service team to contact you about this poor repair scheduling. Please email searsservice@searshc.com the full name, address and phone number associated with your repair, along with the URL to this post.

Anonymous

Appliance broke right after warranty, no help from Sears

What happened to Sears? The appliances used to be on par with all the major sellers. I purchased an appliance last year and it broke not much longer after the warranty expired. Customer service at the local Sears was bottom barrel, i.e. Jerome Henri was not trained well. In Sears corporate customer service credit, they tried to offer discounts on the repair, but for such a low price appliance that may break again, it is not worth it to repair. Sears go back to your quality and customer service from the 80s. I wont shop there again till you do.
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Loss:
$380
1 comment
Guest

You bought a cheap appliance and when it failed (after the warranty period) you wanted something better than a repair discount in compensation? Have you contacted the manufacturer?

This does not seem like a legitimate complaint but more of an entitlement issue.

Anonymous

Sears online out right lies

On 5/9/14 I was curious about a bedframe and mattress but with my work schedule I would need to schedule a delivery date. I asked via chat a sears rep if I could schedule a delivery date, he said yes no problem within a 2 month window I could pick a date. So I place my order, right away it said the packages would arrive between this date and this date. I inquired about selecting a delivery date and they said that was not possible. So I immediately within minutes wanted to cancel the order. They told me it would take 3 to 5 days to cancel. odd how it takes a second to take my money but 3 to 5 days to give it back. on 5/12/14 I received an email saying we are sorry but because your item was already shipped. then on 5/13/14 received an email stating my item was shipped A DAY AFTER they said they could not cancel it because it was shipped already. Sears online was one lie after another to scam a buyer into buying something and to make sure it could not be returned once you realize you were lied too.
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Loss:
$160
Kyndra Jdq
map-marker Greenville, South Carolina

Bearings failed on Kenmore Elite Oasis Automatic Washer

Purchased in May of 2008 so not under warrenty. The bearings have failed and a repair would be over $500.00. Original price was over $1,000.00 and I thought it was a great washer. I'm not having the repair done and will just purchase a Whirlpool from Lowe's. I understand things wearing out but who can afford repairs? I wonder if this a commom problem with this appliance since you sell bearing kits? Also concerned now about my dryer as it was purchased at the same time. Just to let you know, the repair service was very effecient and timely I have no complaints there.
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Loss:
$1000
2 comments
Guest

The bearing kit is around $100 , there are many you tube videos step by step how to complete the repair. (if your handy) Btw your kenmore oasis is made by whirlpool. Research whirlpool cabrio as well as the maytag bravos bearing failure..very common issue.

Guest
reply icon Replying to comment of Guest-824768

Will research several before buying. Thanks for the information.

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Company responded
Anonymous
map-marker Linden, New Jersey

Bathroom Renovation Roselle NJ

Was promised the removal of Bathtub and new floor installation would only take three days. We are on day # nine. It took two guys to remove the old tub and do some roughing, and haul the old tub away. Next day the tile guy came and announced that it would not right replacing only two rows of tile five rows would look better. So called Sears and asked if we could increase the contract amount and include the 60 additional tiles. They informed me that I would have to deal with the tile specialist myself. He charged an $1500 on top of the $3,400. Now a $3,400 bathroom is costing $4,900 and the $1,500 has to be paid independently of the $3,400, using a separate Credit Card. What a rip-off. I will never deal with that organization.
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1 comment
David Rde
Sears Response

This sounds like a very odd situation. Please email searsservice@searshc.com with the results of your customer service inquires, along with the URL to this post and the full name, address and phone number associated with the service order.

Company responded
Catheryne Azg
map-marker Phoenixville, Pennsylvania

Sears.com puts unauthorized hold on your bank account after a purchase.

I will never, ever buy anything from Sears again. I received an email yesterday morning stating that Sears was offering many Black Friday prices. I went online, saw what I wanted for my husband, and purchased it, using my paypal account. I received an email confirmation from Sears minutes later.

I pack up my 1 year old and my 11 year old and decide to run to the mall to get most of my holiday shopping done. (Keep in mind, I am a nurse and between working extremely long hours and having a small baby at home, I hardly EVER can make time to go to the mall...) I went to make my first purchase, and my debit card was declined(the same debit card linked to my paypal account that I just used earlier). I tell the saleslady that I have more than enough, and I grab my cell to check my bank account. Sales lady was right, I have $4.64 in my account! (I had over $500.00 as of that morning). Upon closer inspection to my bank account, I had multiple transactions from Sears. The purchase I made that morning was there, but also several other unfamiliar amounts that totally wiped out my bank account.

First, I call Pay Pal. Pay Pal only has record of the correct transaction amount, They have no other scattered amounts of any kind. Then I call Sears. What a nightmare. The phone number I found online for Sears connected me to some fraudulent number telling me that I won a cruise. Keep in mind that by now an hour has passed since I found out about my stolen money, and my 1 year old is beginning to whine and both kids and my mother in law who is with me, are all hungry. I finally somehow get the "real" sears phone number and I can hardly understand the thick Indian accent on the other line. I dont even know if I am talking to the real Sears or if its a scam phone number. I gave them my order number for the correct order, and they confirm with me that it is processing and it is the only order they have on record. They have no other charges anywhere, they even checked my email and there is nothing. ODD... They advise me to call the fraud department, and instead of transferring me, they give me a number to call. When I call it, its the same number I called earlier about the free cruise! WTF!

Then I call my bank. They see all the purchases. They cannot help me unless I file a fraudulent claim which takes 10 days to process. That doesnt help me have any cash available right now. (Keep in mind that the Sears gift was for my husband, so I dont want to tell him what happened to ruin the surprise.) The bank can't do anything else. So, I'm at the mall and I decide to head to Sears and see if I can speak to anyone there.

I go to Sears in the King of Prussia Mall, with a screaming baby and my other family members. The sight reminds me of why I never shop here. The entire store has employees that are all teenagers, talking with attitudes and foul language. Every cash register has an employee texting. There is no greeting, no looks, nothing. I go up to one register, and after they are done texting, they look up and direct me to go downstairs to customer service. When I get downstairs, there is no customer service. There is a pick up center and some restrooms and an eye center. I ask another texting employee who pages a manager. After 10 minutes, a lady comes to me and I explain my situation. She takes me over to the computer so I can show her my order on Sears.com. However, she doesnt even know how to use the computer!!!! She calls over an employee and the employee has no idea how to access Sears.COM EITHER. AM I at the funny farm or WHAT????????????????

They finally have a young gentleman manager come over and I explain my situation. I show him my bank statement, my paypal account, and my Sears order. He immediately has an idea as to what happened, but wants to be sure first. I will say that this employee WAS amazing. He stayed with me for over an hour, he called Sears.com, was transferred many times, and figured out the situation. He even talked to my kids and tried to make a terrible situation the best that he could. However, the bottom line is, for whatever reason, SEARS put an authorization hold on my debit card. The SEARS customer service staff "believe" that the hold will come off in 24-48 hours and that I'll have access to my money. However, this was a Saturday, and I am out that extra cash all weekend, and who knows when I will get another chance to go out shopping. Plus, the holiday season will be getting busier and busier, which is why I wanted to get my shopping done NOW.

There is absolutely no excuse for the 3 hours I wasted at the mall, on the phone, and in SEARS. I got no shopping done. I had an unhappy baby. My daughter didnt get the winter coat she needed. My mother in law was very upset that this happened to me. I dont need SEARS to come back and say we are so sorry for your experience. That will never fix the problem and the time that I lost. It wont even make me feel better, in fact it will annoy me. I will never shop here again. My mother in law will never shop here again. I will post my experience on social media just so no one has to go through what I just did. Thanks SEARS, this is why you have no business!

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Loss:
$300
3 comments
Guest

Using foreign people to answer the phones is not helping. Sears uses them because they will work for less money.

They don't care about you, tour family, or your Christmas shopping. They are 2.8 billion dollars in debt and do whatever they have to in order to stay in business including stealing, lying and using customers. Check out review number 22 about employees's and how they are treated and not trained. Usually Pay Pal can get things fixed but if they can't then I would call the BBB and the attorney general in your state.

I think it is a travesty that they would do that to a young family right before Christmas. Good luck!

David Rde
Sears Response

Hi Rinak,

Thank you for bringing this to our attention. It’s clear that we have some missed opportunities with our customer service and we have some areas for improvement. We strive to provide superior member services at every opportunity and it seems we have let you down. We would like to speak with you about this situation to help in any way possible. Please send the following information – contact #, screen name (Rinak), phone # used at time of purchase to smadvisor@searshc.com and we will be reaching out to help. We look forward to assisting you soon!

Thank you,

Misty H.

Social Media Moderator

Sears Social Media Support

Guest

You think your situation is bad.I have a story to tell everyone about "Sears" That really caused me to close my Sears Account and Cut up my Sears Credit Card.I had been a customer with Sears for about 10 Years.Never used my Sears Credit Card because i never liked their clothing for adults period.I always felt Sears was about making money regardless of how they got the money.When i did decide to use my account for some baby items right.When i recieved my bill Sears had added (4) Different disibility charges that i did not ask for or Signed any type of paperwork for.When i telephoned Sears about the charges the csr was very Rude and When i asked to speak to a supervisor the csr hung the telephone in my face.Well my dear the Rudeness is on your head and This is when i decided not to ever use Sears ever in life.I paid the bill all but the (4)Disibility charges and Cut up the Sears Card to never use Sears again.Even now i receive mail from Sears trying to get me to get another Sears Card these people are sick and Sears stop sending me mail because i will never use your business ever again.

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Anonymous
map-marker Livingston, New Jersey

Sears - Delivery Service Review from Livingston, New Jersey

We had purchased a washer and dryer from sears and were told the merchandise would be delivered on Monday and when I called to find out what time to expect the delivery I was informed that it wouldn't be delivered until Thursday! We ate VERY unsatisfied with this and will never buy ANYTHING from sears again! The department manager tried to tell me that the sales person had made a mistake in telling me that the merchandise would be delivered on Monday and that I was confused in what I had been told! I explained to him that the person said I could've had it delivered on Saturday and I told him we had family coming in town to visit and would rather have it delivered on Monday so we could spend time with our family...and so that's when we set it up...so here I've cleared my schedule for the merchandise to be delivered and now I'm having to reschedule everything for Thursday and he acts like it's no big deal!!! And I'm supposed to be ok with this horrible customer service!!!! I am very unsatisfied with the customer service and I feel that everyone should know what poor customer service we have received!!!
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Anonymous
map-marker Wellesley, Massachusetts

Review about Bad Service from Wellesley, Massachusetts

Sears is the worst place ever ever in my purchase. Everything they spoke was fulse that i can not believe! I just dont know who works at sears. The place has to be gone for sure soon. Otherwise the people will get tricked 100%.
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Anonymous
map-marker San Bernardino, California

Unacceptable Service Review

So tired of being transferred from one dept to another (wrong depts) & then being hung up on! It's totally unacceptable service when u call warranty dept, told defective part will be ordered/shipped out..3 weeks pass...I called for status ONLY TO BE TOLD NO NOTES INDICATING I CALLED OR PART EVER ORDERED!!!!!!
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Company responded
Anonymous
map-marker Kansas City, Missouri

2014 Sears Garden Tractor t3000

Purchased the tractor on 5/19/14. Brought it home, unloaded from truck, drove 20 feet to garage for gas....tractor would not start again. Called Sears help line...told they could not help us because our purchase would not be entered into their system for 4 (four) days. Local outlet store employees don't answer phone as verified by Sears help-line person. Finally talked with local store employee who went through a couple of steps we had already tried, without success. I told them to pick up tractor and was told they could not pick up for 4 (four) days. We were to leave town before that time. They said someone must be present for them to pick up tractor. Told them that was not possible since we were leaving town and they could pick up tractor or talk with our attorney. Haven't heard back from them.
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3 comments
Guest

Wish I knew the end of this said story. I'll bet anything this guy is to embarrassed to be like, Paul Harvey, and give us the rest of the story.

David Rde
Sears Response

Did you purchase your tractor from a Sears Outlet store?

MattD78

It's not Sears' fault you are going out of town, and most courts are going to say Sears made attempts at reparation so unless they flat out refuse a return/exchange for an obviously defective product there's not much a lawyer is going to do. In fact it wouldn't surprise me if the courts said you drove it home yourself it's your responsibility to drive it back.

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Anonymous
map-marker Newark, New Jersey

Incopetent Service Review

Started when I ordered a part that said in stock. Sears took my money but canceled my order couple days later and NEVER told me. For the last 2 weeks I have been dealing with this. They make promises and never keep! Still waiting for a call that was supposed to come in 24 hours.... That was 2 days ago. Incompetent people
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Anonymous
map-marker Brant, Ontario

Sears Repair Review

I am thoroughly disgusted and disappointed in sears. We have purchased all of our appliances from you and now that we have an issue with our washer we cant get any service. We bought our samsung top load machine in dec 2012. 4 months after the warranty expired the motor went. We contacted sears and arranged for service after realizing the motor is covered for 10 years and we should only have to pay for labour. Upon the techs arrival we were told yes it is the motor...great lets fix it! When it came time to pay him for the call i was told he cannot accept cash only a credit card and we do not use credit cards. He said he will not order our motor and it cant be fixed until we have a credit card. REALLY!!! we are not going to go get a credit card just so we can have our machine repaired when we are capable of paying by cash. I have called customer service repeatedly only to be told I would get an invoice which i could pay first then repair would be done. Ive reveived no invoice, cant get a return phone call, been given the run around several times when i called and still no invoice. I am stuck going to the laundramat twice a week since we are a family of 6 to do my *** laundry when i have a practically brand new set sitting here. We will NEVER buy from sears again and as business owners we make sure to tell everyone about the terrible treatment we have reveived and i will continue to tell everyone i know. I am appaled and just wish I could get a call to fix a simple problem. Now i dont know what to do with my washer besides maybe scrap it. Unreal
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Anonymous
map-marker Mesquite, Texas

Extra Charge Review

Since you billed me $20 for something and all I did was set an appointment to have a battery I purchased from Sears checked in my wife's vehicle. A battery that got her, whom is handicapped, stranded today. Thanks a lot Sears! Count on my future business....NOT! 835! I will never buy another Sears product...
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