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Sears in Silver Spring, Maryland - Very bad service experience

I bought an refrigerator from Sears yesterday. For delivery, they only gives you a fixed two hours window. Though they promised to call 30 minutes in advance before the delivery. They did not. When the delivery guy came, what they do are so unprofessional. It seems that they just want to leave as soon as possible. They took a look at my kitchen and said the space is one quarter inch short... I measured it before and knew it would fit. I asked them to remeasure it..they did not. So they left. Then I called their delivery department, service center.....all bad experience. I requested to talk to their manager, then they just put my call on hold, no response anymore. And the service person is very impatient and has a bad attitude. Now, retailing business is all about service. If they could not even guarantee give customer a good service experience, how could they survive in the market. For my experience, I will not choose sears for anything anymore.
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Review
#517541 Review #517541 is a subjective opinion of poster.
Service
Sears Manager
We have a very incompetent store manager here at the Sears in Chula Vista. While she sucks up to the higher powers that be her organizational skills for the store itself is extremely sad and pathetic. Many times she has brushed away customers because as she put "I'm...
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3 comments
Anonymous
#850138

If any employee is getting their purse out of the car that would mean they are off the clock, therefore a customer has no business approaching them. How do you know for sure the turnover rate of employees in that store is the highest in the state.

A lot of the turnovers in any job are due to re-location, finding a higher paying job, ill health, got married and no longer have to work in that location. There are numerous reasons for leaving a job not just dissatisfaction with management.

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#517432 Review #517432 is a subjective opinion of poster.

Sears - An Inside Look

Hello everyone, I am writing you today in order to give you an insider look on what it's like to work for Sears Holdings Corporation. Before I go deeper, I want to explain that I hate Sears just as much as you do. Every day I worked for this company was highly demoralizing and I hope that after reading this, you'll understand the pain that many Sears associates, especially in Parts Direct Line of Business, which I'll be delving into in this report. As a Parts Direct sales representative, my sole job is to sell you parts for your product that may be malfunctioning or completely inoperative. We often tell you that these parts are direct from the manufacturer and always in stock. This point is technically true as we do get them from vendors who are approved by the manufacturer. There are a few problems with this concept, the first is that the website and our computers are often very wrong, telling us (and you) that parts are in stock, when in actuality the parts are backordered or No Longer Available. So we will take your money and not notify you if something happens to the part. That could include damage to the part during transit, a backorder, or a factory cancellation. Also, more times than not, we'll order you some parts that are either wrong (sometimes deliberately, others not so much) or that you didn't order at all, in the agents effort to 'build the ticket'. You'll also be pestered to buy some overpriced water filters for your refrigerator (even if it doesn't have a filter, we still have to offer it to you). To top it all off, we are also expected to offer something Sears likes to call 'Take The Lead' or TTL for short. This entails getting you to set up an appointment for some home improvement consultant to come into your home and try to sell you on getting a Sears affiliated contractor to do a home improvement project. If we refuse to offer this to you, we receive disciplinary write-ups. Now, even if you call in multiple times, then we still have to make the same offers or else the discipline will still be applied. Now, in the event that something does go wrong with your order, whether you don't receive a part, it gets shipped to a wrong address, or the part is wrong, you'll often be sent to the Parts Customer Care Department, which is just a glorified department that still has the same requirements as explained above but we are also tasked with helping you with technician problems as well, even though we are not trained on that part of the system. Often, an agent will simply transfer you to our lovely Repair Customer Care Department (Based out of Manila) who will then transfer you back down to that particular Customer Care Agent. This often causes a lot of headaches, as it drives our sales 'conversion' statistic down every time you get sent back to us. Now to speak about conversion. We at Sears (especially in the Customer Care department) don't get paid to make you happy, we get paid to sell you every part under the sun, even though we may not think that you need it. It really creates a lot of moral conundrums because from the get-go, we are pretty much told to 'sell the benefit' of all of these parts and lie to you as needed to get you to buy. Often, when you call us back to get something sorted out, we'll still try to sell you something else, despite your level of anger. Now, one of our most egregious mistakes is our Price Matching policy. Normally, if you purchase something and find a better price somewhere else (even on Sears.com or Searspartsdirect.com) we are supposed to match it with minimal hassle. On more than one occasion, I have been told never to be proactive in finding the best price for you, especially after we've messed up a previous order. My recommendation for you is to never shop with Sears Parts Direct, you'd be better off going local or calling the manufacturer yourself unless you want to be badgered with sales offers all day, every day.
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Review
#517379 Review #517379 is a subjective opinion of poster.
Service
Sears Sales Representative

Sears in Erie, Colorado - Review

This company is TERRIBLE. Please do NOT work for this company, you will truly regret it. I'm putting in my 2 weeks and I haven't even been here a full 6 months! Since I'm a college student and have many personal expenses, I was trying to give this job a chance but I honestly can't anymore. All this company cares about is dumb credit cards and the shop your way program. They care about it so much they don't even care that the store as a whole can't even make atleast $20,000 a day in sales. The associates here are treated like ***, especially the cashiers! I've had one coworker who was pretty young, break down and start crying because that's how stressed she ways. And instead of management giving her a sincere apology, they gave her a fake little apology and laughed about it with other coworkers. The employees here who are "different" get looked down upon the most. They get laughed at, get called names such as "dumb", "weird", "old", or get sarcastic remarks made about them. And management doesn't care, they laugh along right with the employees. I've worked for a few companies before sears and I must honestly say, SEARS IS THE WORST COMPANY I EVER WORKED FOR. Most of the customers here are rude and impatient because many of the employees weren't fully trained so they don't have a clue on how to deal with certain situations or answer questions. The only employees management seem to praise is the employees who've been with the company for almost their lives or the employees who are suck ups. Not to mention, this job DOES NOT give raises AT ALL so if you are planning to suppose a family or something working here, please don't do it because you will have to work a lot of hours to see a decent amount of money. But if you're a college student like me or younger and planning to work here, please don't do it. You will feel like a slave.
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Review
#517342 Review #517342 is a subjective opinion of poster.

Sears store manager wont employ anyone who had worked for Walmart?

It has come to my attention that at the Laredo Texas Sears store manager will not, (and I quote) "Never employ anyone who has worked in any Walmart store due to their lack of customer service." So is it legal for a manager to show a blatant bias when reviewing resume for employment? NO! This is truly unethical and Illegal due to completely disregarding any equal employment opportunity, which is based on individual merit and experience. Also adding to this pattern of behavior from Sears is the fact that when attempting to contact their ethics department, it redirects out stating they do not receive those types of complaints. Where is the liability and customer service they state they have?
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2 comments
MattD78
#849934

Actually this is completely legal. You cannot deny employment based on race, sex, national origin, age, religion, pregnancy status, and disability.

You can however deny someone employment based on their employment history.

Companies like Google and Amazon do this all the time, Google for instance will say "We don't hire anyone that works or has worked for Yahoo" because they do not want to seem like they are poaching. So, sorry but it is completely legal.

Anonymous
#849851

Has Sears personally told you that they won't hire anybody that has worked at WalMart? If not, you are going purely on assumption and gossip. I have never heard of any employer telling a person why they don't get hired, other than along the lines of they had an applicant that was better qualified for the position.

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Review
#517243 Review #517243 is a subjective opinion of poster.

Sears - Received broken device still not returned

I ordered a TV from Sears. First they charged me close to 2 weeks before I received the device. I received a broken unit - the build in DVD player didn't worked. So I contacted Sears to take the device back and provide another working TV set. They provided a tracking number and that UPS will pick up the device. They never responded on my request regarding getting another unit. Sears is using a different UPS service and until today they didn't pick up the device. The UPS driver doesn't have a label and it's also a different depot so they can't reprint it. The solution would be that Sears is canceling the UPS pick-up and is sending me the label to ship the device back. I was on the phone and also I was writting Several email to Sears now. I always get a standard answer back that they will reschedule the pick-up and I should contact UPS. UPS is now trying to find a solution. I wish I would never have ordered anything from Sears online and will never do this again. If I could give minus stars I would do it.
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Review
#517163 Review #517163 is a subjective opinion of poster.
Loss
$549
I bought Master protection agreements for my furnace, range and refrigerator from Sears. I called to schedule a maintenance visit for my range. They called me and emailed me stating that they will provide the service on 7/30/14 at 2:00 pm but nobody came. I called...
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Review
#516911 Review #516911 is a subjective opinion of poster.
Loss
$582

Sears - Horrible service-lost 1/2 my summer waiting for my fridge to be fixed..not yet..

I have reached a point of incredible frustration at the incompetence of Sears and the total INABILITY TO HAVE MY REFRIGERATOR FIXED. HOW DO I GET THIS DONE????? It has been 4 1/2 weeks and no end in sight. To date and 4 appointments later not only is it not fixed, no one calls me back, I am unable to reach anyone but customer support who cannot resolve anything and do not call back. ** first call on Monday 6/30. first service appointment was nearly 2 weeks later. the service phone calls did not go well: misinformation on the first call however the rep was very pleasant and helpful, I was very pleased with her, I found out later that she gave me wrong information and she steered me wrong. The second person was rude, gave me only information I knew to ask about--this is not my line of work, I should not have to know what to ask, the rep should be sharing all I need to make my experience a good one. This lack of information cost me 2 hours at a local Sears to try to get a compact refrigerator my warranty covered. The store managers were excellent but even they were appalled at the the lack of information I had received when I called. 2 HOURS this cost me. And it's not so close to my house. **7/11: first appointment. very nice technician, Bobby, said it was the compressor, very common on these refrigerators, but which he did not have on his truck and he needed to order. He would order the parts overnight mail (this was on Friday, would arrive on Monday) and even though he had to put a next service date of 7/29 on the computer, just call when the parts arrive, they would come out right away given it had been 2 weeks already and was on warranty (this does beg the question: if this is common, why not a compressor on the truck, and second, if this is a know problem with these refrigerators, why does Sears sell them....it's 4 years old). **On Monday first of all a small part arrived, I called the number Bobby left me, I was told, by someone named Marvin, that the compressor was not ordered, the notes say to be purchased locally by the technician. This is NOT what the tech told us, but Marvin assured us this was correct. ** And now the true beginning of the most atrocious customer experience: there was no way anyone could come out before 7/29, there was no one for me to escalate to . I did reach a first level supervisor who told me a website I could go to but he could not give me a phone number. I asked what if my 80 year old mother or anyone who was not online needed help. He said he could not respond to a hypothetical. ??? Up to that point, he was extremely helpful but in all fairness to him, he was completely unable to give me a phone number or HIS supervisor and I could feel his frustration. This is a TERRIBLE position to put your people in Sears. After I GOOGLED a phone number (why should I have to do that) apparently an executive complain only goes to customer support, same people I already was shuffled around to ,who could do nothing, I repeat, they are empowered to do NOTHING, including transferring calls to supervisors who are hiding from customers.. I could talk to NO ONE who could help. This was a full 3 hours on the phone, person after person who could not help. I had already cancelled vacation plans for the week anticipating the repair as the tech promised. Summer is short...FIRST VACATION cancelled. The ONLY call I ever got back from Sears was about 20 minutes after all my time on the phone. Someone named Pat. Pat would not tell me what department she was calling from, I had to pull her name out of her, and was EXTREMELY rude from the second I picked up the phone. She just told me what i had already been told: the 29th was the soonest. Not even an "I'm sorry". She really just wanted to send me an email and hang up. After that call, within 3 minutes, my husband, who had no idea any of this was going on, called to tell me he just got a call from the RUDEST person. Pat I said? Yes, but he had to pull it out of her. Since he had no idea what it was about, he said he would conference me in. Pat hung up on him. If this is the follow up from the executive complaints, it was horrendous and Sears should be ashamed of themselves. I must add here: both my husband and I thought we were talking to a man, a deep voice, but the email was from a Patricia. I only mention this because if indeed this was Patricia's voice, then it was her behavior that needs to be addressed. If, however, someone else made that call for her, either with coincidentally the same name or just using her name, both she and Sears need to know about it and I leave to you to address appropriately. So that was my one call-back. 7/29 repair date: when I got the confirmation call I also asked them to confirm that the tech would bring the part, she said it was in her order, she read it to me, but COULD NOT confirm this, I would have to ask the tech when he called with a time. That would be too late I said. She said they couldn't do anything else, could not contact the techs. HOW CAN THIS BE? 7/29, 9:00 am received a call that the tech was out sick and they would need to reschedule to AUGUST 11th !!! I said that was not acceptable, I would not accept that, he said that was the next available date, I completely lost my patience, yelled and the date changed to 7/31. First of all, how can there be no back up plan and secondly HOW DARE I be postponed another 2 weeks. I took the 31st date, why I needed to yell, I have no idea. I immediately called customer support, spoke with Beth, said she would call the tech dept to see if anything could be done for that same day the 29th. We got disconnected, she never called me back (my number is in her hands) she sent an apology email while we were on the phone, but no call back, no follow up, no way for me to call her back (I tried twice and finally gave up) and even responded to the email asking for her to call back, NOTHING. SECOND VACATION CANCELLED AND NO REPAIR. 7/31 (I rescheduled my week around this postponement, a 6 hour drive during the night to be here and salvage one day of my vacation to visit a sick friend): When the tech called to say what time he was coming, HE HAS NO COMPRESSOR--they never bring a part, it is always mailed to the customer. Not only that but there is no compressor listed on the order. Once again, I try to keep my calm but I am no longer successful at doing this. He was VERY pleasant, told me their supervisors will not talk to customers. THAT is unacceptable from a company like Sears. I am appalled by that fact alone, no supervisors at any level can be reached. Your front line pays the price for incompetence. It is disgusting. I have no other word for it. Completely disgusted. I called customer support YET again, spoke with a "Rosie" who asked me not to yell, I had asked for, at the beginning of the call, to transfer me to the highest supervisor she could, because this was not going to go well and she was feel the brunt of my anger. Again, cannot transfer me, tried to help, again, could not, I was loud and angry. . She was going to call the tech manager and put me on hold. I said if we get disconnected PLEASE call me back since she has my number. She assured my she would but since she manned the inbound calls, it might take a few extra minutes. Yes , you guessed it --that was 5 hours ago. NOTHING. THE ONLY PEOPLE WHO seem to care are the techs. Today's tech DID call me back and is trying to find the part. I have no confidence that this will happen and through no fault of the tech. Sears has pushed me to the extreme, I don't even recognize myself. I am disgusted. I am doubtful that this will be fixed today despite the tech's efforts. I am doubtful that Rosie will call me, and I doubt that any supervisor or executive at Sears will contact me at all. I repeat, I am disgusted.
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1 comment
Anonymous
#955269

They offered me a 3 weeks in the future appointment. My food is rotting.

I'll never buy from Sears again.

They do not consider a broken refrigerator an emergency.

Review
#516771 Review #516771 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1500

Sears Scam

Bought new kitchen appliances on 18 months no interest credit contract from Sears. Two of the appliances delivered were the wrong items, items different than what we ordered. Sears eventually replaced the incorrect items with correct items. However, the corrected items were not included on the original 18 months no interest contract -- we found out later. For 18 months we paid on the appliances through automatic bank deductions, and when the appliances were paid off, we discovered we still owed Sears a balance. At this time, we looked into the matter and saw that we had been charged interest upon interest upon compounded interest, and this was why we had a balance due. It was all interest from the two items Sears had delivered that we did not order. We promptly contacted Sears credit department to resolve the matter, provided all documentation, showed that the reason we had the items replaced was due to Sears' mistake, not our mistake, that we did not order "new" items, that all the items we bought should have gone onto the 18 month no interest contract, and that all the items therefore were paid in full. We went round and round over this issue and spoke to credit manager after credit manager to no avail. The bogus interest charges just keep compounding and compounding. We now have a balance of over $3,000 on a balance which has been paid in full. Sears credit department calls us relentlessly, harasses us endlessly. I anticipate our credit rating will take a hit if it already hasn't. I hope they take us to court on this matter so that we can present it to a judge, but in the meanwhile we have to deal with the harassment. Is this a scam? Does this company find a way to charge bogus interest, compound and compound that interest until you "owe" them so much money that any means to collect this "debt" is justified? Shame on you Sears!
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Review
#516311 Review #516311 is a subjective opinion of poster.
Service
Sears Manager
Loss
$3000

Sears - 3.5 hours to buy a garage door opener online... I think.

Still not sure if I ordered a garage door opener. Sears messed up a simple online order. First told me it was out of stock. Then told me I could pick it up at a local store. When I selected the local store THEY suggested, Sears then said it was out of stock there. Sent me to another store, which I wasn't going to drive to. While I was messing with all of this, PayPal emailed me to say Sears charged me for the full amount of the garage door opener. So I stopped to see what I had purchased. Sears said I could pick up my order at the store located AT MY HOME ADDRESS. (I don't live in a Sears.) I called, and they said it would be shipped. I asked if they could email me a confirmation email, since the website never sent one. Total disaster. Complained in email, complained in facebook, complained on the phone. No one seems to care. No one is trying to make it right. No one seems very interested in helping. Sears used to be the best... I guess it isn't anymore.
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Review
#516095 Review #516095 is a subjective opinion of poster.
Product
Sears Website