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Sears.Com Delivery Complaint

I purchased two different bracelets from Sears.com in the past three weeks and have yet to receive any. I purchased a bracelet for my birthday 3-4 weeks ago. The promised delivery date came and passed. I never received a bracelet, just a gift card in the mail. When I followed up, a customer service manager revealed the bracelet I wanted wasn't in stock, so instead of returning my funds, Sears sent a gift card instead. Because I couldn't get my money back, I purchased another bracelet. This time, I had it delivered to a store instead of my house. Sears.com recommended a location which I accepted. When I received the delivery alert, I drove to the store. Unfortunately, the helpful staff couldn't find the bracelet. They stated they called the guy in charge of shipments and would contact me when they heard back. However, when I called back 15 minutes later after leaving the store, the guy on the phone stated they hadn't called the guy yet. When I asked about compensation for the trouble of returning for missing shipments, one of the managers stated their building didn't do it. But, I re-read my email which stated sears would provide a $5 gift card. Eventually, they gave in, but I still haven't heard back regarding the bracelet. Although the Sears representatives were helpful, I still haven't received any of the bracelets I ordered. I'm highly disappointed. Sears needs to improve its processes and communication, if it wants its customers to return. And, instead of providing gift cards on sears.com, it should provide a straight up refund.
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Review
#525260 Review #525260 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery
Loss
$30
I purched the Craftsman Belt Drive Assurelink Garage Door Oepner at my local sears for just under $300. I was having alot of work done at my house so it sat in the box for about 3 months before I was finally able to install it which I did last week. Everything was fine...
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Review
#524932 Review #524932 is a subjective opinion of poster.
Service
Sears Installation
Reason of review
Poor customer service
Loss
$75
Preferred solution
Let the company propose a solution
Tags
  • Assurelink

Do not purchase from sears

We just purchased a new lawn tractor from Sears and were extremely disappointed with the way sears handled the case. We had the tractor for less than two months and started having trouble with it. The tractor was squeaking and cutting uneven and the mower went dead when we tried to start it up on day. We finally had a technician come out to check it and he said everything was ok and he greased it and said the battery was good. Lo and behold the next day when we tried to start the mower, it was dead again. Besides that the mower was still squeaking and the uneven cutting was worse. This was the day the technician left. We tried to get a replacement and to begin with sears said yes and then later changed their minds. We are very upset and promise we will never do any kind of business with sears again. Another lost for sears.
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1 comment
Anonymous
#860281

I recently submitted a complaint about a craftsman lawn tractor and was very upset with the customer service we received from sears. I just wanted to say I finally received someone from sears customer relations who resolved our issue and I'm now a satisfied customer and will continue to do business with sears. ThankYou sears

Review
#524894 Review #524894 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$1265
Preferred solution
Full refund
Tags
  • Sears craftsman lawn tractors

Sears review in Bellevue, Washington: Item is not delivered on time.

I ordered a mattress from Store and they promise me a date when i would receive my mattress. One day before delivery date, I got a call from Sears that your item is on time and will be delivered on time. On delivery date i was waiting for my item but no call from Sears. Then in evening i called them and they said that Manufacturer did not ship your item to our warehouse so it would be late. After 2 days again I called them that when i would receive my Mattress, they said it would be 1 week late. I am still waiting for my mattress but no call from Sears yet.
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Review
#524797 Review #524797 is a subjective opinion of poster.
Reason of review
Problem with delivery
Loss
$500
Preferred solution
Full refund
I won’t bore you with the details – you have your own stories to share. Just know from my experience Sears Customer Care, and My Sears, and Sears Executive Customer Service, it’s all the same. Don’t believe me? Write and see for yourself: ...
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2 comments
Anonymous
#859599

I have delivery of a refrigerator scheduled for tomorrow Friday 8/22/14. As I am handicapped and three doors leading into my house have to be removed, I called 800-732-7747 and requested a time of delivery so that I can organize someone to remove the doors for me and replace them after installation.

I was told that Sears Installation is not able to accommodate my request until this evening.

This does not allow me time or organize someone to come to my house to remove the doors.

I asked to speak to a supervisor and after a lengthy wait was told that the supervisor would not speak with me as there was nothing more she or he could do. I asked for the supervisors name and was told that I could not have it unless I spoke to that person.

When I told the customer service person (I have her name and employee number) that if I could not get the time of the Sears Service installation they would have to remove the house doors, she did allow me to request a time slot but qualified it by saying that this could not be guaranteed.

I am extremely disappointed that Sears are not able to accommodate the handicapped!

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Review
#524222 Review #524222 is a subjective opinion of poster.
Loss
$500

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.

Deasha
#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
Maelle
#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 review 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
Jonerik
#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