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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

Sears - Sold fake Clarisonic

Was sold a $100 Clarisonic brush through sears.com. When the item stopped working, we contacted Sears. We were told it was a 3rd party dealer (sorc marketplace) and to contact them. They were unresponsive. Contact Sears again who says to contact manufacturer. Manufacturer confirms that the item was a fake. Back on the phone again for hours today with Sears trying to get them to own up to the mishap. Credit card statement reads Sears. Currently on the phone with my local Sears store who may be coming around on refunding the item. Very disappointed. Will never do business with Sears (or sister store Kmart) again. Despicable.
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Review
#516083 Review #516083 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$100

Sears - Torn Sheets Purchase Review

Sears - Torn Sheets Purchase Review
I, too, purchased a set of queen size sheets at Sears last July 2013, and they now have a 6" tear from simply frayying!!! They began wrinkling as if the material had somehow been stretched. Next moment....ripped...torn.... I sleep alone so there is no way they could have gotten that stressed in the 8 or 10 instances they were on my bed. They cost $85.00 ....no I did not keep the receipt...please replace them, they were much to EXPENSIVE to simply toss!!!!
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Review
#516020 Review #516020 is a subjective opinion of poster.

Sears - 9 months wait for Furniture!!!!!!!!!!

Sears: I have finally received the final piece of furniture that I purchased last November 2013 from Sears. I have had a horrible experience with Sears and now with Megan who was so very nice to me until the furniture was received and now has proved as nasty as the others I have dealt with. Back early on in this email chain I requested at least $500.00 to cover the cost of the couch I had not received and then I requested a further $165.00 to cover the expenses associated with taking off work to receive a couch only to be rescheduled by your staff for a later date. Yesterday when I received the couch I was exposed to abuse and ridicule from your delivery staff when they took it upon themselves to call me a *** for not drilling my own holes into the bottom of the chair and couch. This went on outside my house in the street when I could hear them from my front door. If they were that loud then my neighbors could also hear them telling each other what a *** I was and how I was a *** ***. They left my house without me saying a word about it and they made me sign a piece of paper I did not receive a copy of. I received a phone call from someone Megan was working with later that evening where I explained the situation to him. He said he would write the incident down and pass it to Megan. Megan called this morning and was not interested in discussing the incident from July 26 at all and simply said she was refunding my account $310.00 for my trouble. I never agreed to $310.00 and am quite sure it would be more than $310.00. How much is 8 months of not using a couch and chair because it was delivered with a default and not unpacked or put together? How much is at least 30 phone calls back and forth and having to explain the situation over and over again for 8 months? How much is taking a day off work when I was assured something was being delivered only to not have it delivered? How much is having Sears delivery staff come in to my house and abuse me and call me names? I didn't sign up for any of this. I signed up for a couch and chair - that's it. Megan assured me throughout this process that I was entitled to money back from Sears but she has never given me an amount, just that I was due money back. Today she tells me my trouble and abuse is worth $310.00. I asked for $500.00 not $310.00 and would like the difference of $190.00 deposited in my credit card immediately.
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1 comment
MattD78
#846952

Well, that's not the way compensation works. When the issue in resolved (your sofa delivered), Sears or any other company says what compensation they think is fair.

You can ask for more but that is all you are going to get. At that point you can either return the item, or accept the compensation offered. So regardless of what you requested this is what they decided to give you. It doesn't matter what you agreed to.

Saying " I expect $500" isn't a contract. Especially when as you stated, no specific amount was ever promised.

Review
#515177 Review #515177 is a subjective opinion of poster.
Product
Sears Credit Card

Assulted by Sears employee

I was slapped in the shoulder with a rolled up booklet by a sears employee, after complaining about waiting a long time for service. I was so offended by this physical assault that I contacted the sears headquarters, and they cared so little that they didn’t even respond. Their arrogance and unprofessional behavior is explained more below in this complaint. What happened was. I went with my friend to sears to help him return a new washer so he could get his money back, because it didn’t work, and sears wanted over 150,00 just to come look at it. We sat in chairs next to the cash register for what seemed like over a half hour, waiting for the sales lady to return the money to my friends credit card. And this is when another sears employe came up and said, “she is waiting on you right?” She was referring to the lady taking care of the credit card transaction. I replied, “ I don’t know, we have been waiting quite awhile”. And this is when she took a rolled up booklet and hit me hard with it in the shoulder. I said to my friend loud enough for her to hear, “she was serious” . She then looked at me with contempt and said, ”you were being to obvious”. I then went home and contacted the customer complaints department for the sears corporate headquarters. They said that all they were allowed to do is take my complaint and pass it on to the corporate management. But they did say that this sears store was their version of a franchise, and that these franchises were not held to the same standards as a sears corporate stores. They also implied that the sears corporation is not responsible for them. At this point I said, I find this policy totally unexceptionable, and I expect a return call from your corporate management, and if I don’t get one, I intend to file many complaints with various internet complaint sites. I still have not herd from them, even after I faxed my complaint to them, so here we are. It appears that since sears holding bought sears and Kmart, and started selling sears products in Kmart, that the sears quality has dropped tremendously. It also appears that sears is selling the sears products, under the old high end, high quality sears reputation, but selling Kmart quality and service. This appears not be be just my personnel opinion, I constantly hear this opinion from people both on the streets, and on the internet.
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2 comments
Anonymous
#846615

You could have called the police on her. Seriously, you could have and then upper management might have been more inclined to do something.

I was in a public place once with my at the time boyfriend and had slapped him with my handbag.

Not hard, just swung it at him, to get his attention. An officer walking by stopped and advised us that if he wanted to, he could arrest me for assault.

Anonymous
#846602

Lie

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Review
#515079 Review #515079 is a subjective opinion of poster.

Sears in Glassboro, New Jersey - Quality of their elite products and their customer service

Bought what we thought was "top of the line". Biggest price of junk on the common market. Should have bought something that was built in the back yard of some pig farmer in china. It would have been better. We are talking the "elite" series. As for customer service I am about as pissed off as an American can get. Not one of them speaks or understands English. Rude, arrogant, ignorant just to name a few. If anyone reads this and still buys from Sears , then you should not only get that price of *** that you wasted your money on but you also should get a one way ticket out of our America because you are a traitor . Trade your dollars for yen and go to India or China because that's where you belong!
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Review
#515059 Review #515059 is a subjective opinion of poster.
Loss
$2000

Sears in Lubbock, Texas - Would not warranty a tool.

The Sears store in Lubbock Texas would not warranty a Craftsman tool. We are talking about a 9/16 by 1/2 drive socket and a 3/8 wobble joint, nothing strange here. Just don't keep a replacement on the shelf, that stops any warranty expense. Obviously a warranty is only as good as the store issuing it and in the case Sears rates along with cow excrement on the ground. This was the second time I had attempted to exchange the tools. Headed to Harbor freight to get what I need, they are a fourth the cost. Lubbock Texas store in the South Plains Mall.
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Review
#514960 Review #514960 is a subjective opinion of poster.
Service
Sears Replacement
Loss
$15

Sears.com

I placed order on Sears.com and after 1 hours & 15 mins, received following mail :Hi ****** We're very sorry—all the items for your store pickup order are currently sold out at ****** ****** RD. Fortunately, we do have options for you to complete your order. Please see below to select the option that best suits you. If you need additional assistance, please feel free to Chat Now or call-1-800-290-8390, and one of our dedicated customer service representatives will assist you. Here are some additional details you might find helpful:We have not charged your credit card. We will only do that once the order is finalized.We will automatically cancel the order if we don’t hear from you by 26-Jul-2014 at 10:03 AM CT. ! WHAT WOULD YOU LIKE TO DO? SHIP IT FREE Ship my items instead.CHOOSE THIS OPTIONWe can ship your item(s) via standard shipping – FREE of charge – to the following address: 10906 Brookgreen CtCincinnati OH 45242678-641-1405 SHOP SEARS Shop similar itemsCHOOSE THIS OPTIONThe item you selected is out of stock, but we have a variety of similar items you can choose from. When i called above mentioned number, they have no clue what happened to the order why it was cancelled, and asked for some comparable product to offer (never got any satisfactory) answer. I am not sure what is the purpose of the mail, when i have no option to choose from the above-mentioned 2 options. Pissed Customer
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Review
#514543 Review #514543 is a subjective opinion of poster.
Service
Sears Shipping Service