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Headline: Sears.com LIES to customer when placing order.

Ordered small item with sears.com over the phone. At that time, they told me that the "additional expedited shipping charges would be REFUNDED to me" if item not received on 7/1 AND that the order taker "notated my order" with this statement. When item was not received timely, I called customer service. These folks now want to change the terms of my contract by not refunding, but instead issuing a credit to a Sears points account. They said (i) "no notation was placed with the order" and (ii) "their system did not allow a refund." BS!!! They made a deal, and a deal is a deal!! For a diminimus amount of money, they would not honor the bargain they made days earlier. Don't buy anything from this web site as my belief based on experience is that they will lie and say anything to get in your wallet. They don't care for this customer for sure!!!
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Review
#505660 Review #505660 is a subjective opinion of poster.
Service
Sears Shipping Service
Loss
$13

Sears in Nashville, Tennessee - Fraud: they charged us for services never delivered

We paid for an installation of a gazebo, and they never came to install it. I stayed home 2 different days bc that's when they said they were coming, but they never came. After I talked to customer service 4 different times, they finally told me that Sears actually cancelled the install bc no one could do it. I then asked for the refund, which they said would be done. (Apparently, even if Sears cancels it, the customer has to negotiate the refun.) 2 weeks later, still no refund, so I called again, and they have no record of it. I am still trying to get this refund. We have also submitted a fraud complaint to the Better Business Bureau. My advice is that no one should ever buy anything from Sears.
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1 comment
Anonymous
#842189

I had (am still having) a similar issue involving a mattress. I received a phone call the day before the scheduled delivery stating that my item would be delivered the next day between 1 and 3 PM.

At 5:30 the day of delivery I called customer service and was told that the warehouse was out of stock and could we please reschedule the delivery. I then told them no, I wanted to cancel the order. I never received a confirmation email.

I called the next day to ask why I hadn't received a confirmation and was told asked/stated that I had declined to cancel my order the day before.

I said that I had declined the rather insulting gift card offer and very much wanted to cancel my order. I was told that the cancel request had been entered and I should have the refund in 7-10 business days. I requested a confirmation email for the cancellation. That one was never received either.

The 7-10 days came and went with no refund.

I gave them the benefit of the doubt since Day 10 was July 4.

The next time I called, I was told that, "Gee, your order shows that it's been delivered." I said that if that was the case, it was delivered to the wrong address since I never got it. That person said that she'd put me in touch with the warehouse and I should be receiving a phone call from them in 24-48 hours. Again, I gave them the benefit of the doubt and waited 2 business days before calling again.

This time, the person I talked to pawned me off on a 'supervisor'.

This person barely spoke English and didn't seem to understand what I was trying to say. He tried to call the local store that I had originally made my purchase from with no luck. So, he comes back on the line and told me to go talk to the local people for a refund. I live 90 miles from the store I made the purchase in.

It isn't the absolute closest store, but the town it's in is the closest town with a Sears.

Filing a fraud complaint with the BBB is an excellent idea. I'm also about to file a charge dispute with my credit card.

Review
#505620 Review #505620 is a subjective opinion of poster.
Service
Sears Installation
Loss
$230

Sears in Lubbock, Texas - Dishwasher bought, delivered to store, stuck there.

On June 20th, I purchased a dishwasher from Sears. Due to my work schedule, I asked for a delivery date of Saturday June 28th. On June 23rd, the local store was supposed to confirm my delivery date, which they never did. After a number of pointless calls and never fulfilled promises, I am about to call Sears to cancel my order, and I will never do business with them again. I have already sent them an email with the details of what happened, but, regardless of their promise to contact customers within 8 hours, they never got back to me.
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Review
#505397 Review #505397 is a subjective opinion of poster.
Loss
$582

Sears Auto Center

I went to Sears Auto Center for some front brake work, the person doing the write up gave me the sales pitch, I told him I also needed a front end alignment, but I wanted to see how much the brakes was going to be, he comes back and tells me that the service guy was almost finished with the front end alignment. then later he called and told me that my Jeep needed the rotors replaced, I told him I just wanted the pads put on, I got a call and the service guy said that if I did not get the rotors he was not putting on the pads so I asked what's wrong with the rotors he came back and said that there were deep groves I looked and the rotor was smooth. I asked about he groves then he said there's a minimum before they can turn the rotors
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Review
#504821 Review #504821 is a subjective opinion of poster.

Sears - Delivery process flawed and seems unfix-able.

1st attempt - refrigerator delivered to billing address, not delivery address. OK stuff happens…but I have to drive 3 hours each way to accept delivery so I must know day/time frame, duh. At least they called me when they were in at the wrong house. 2nd attempt - never showed up or came before delivery window, or went to billing address again, never called, call center unable to help (useless exercise). Never found out what the true problem was. 3rd - purchased somewhere else. It’s obvious there are serious flaws in Sears’ purchase and delivery systems. I’d hate to think all these layers of people involved (call centers? Delivery team, POS) are incompetent but the system fails.
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#504610 Review #504610 is a subjective opinion of poster.

Sears in Pittsburgh, Pennsylvania - Unable to fix a recurring problem!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

The washer I own, has had repeated service calls and the gear case has been replaced 5 to 6 times, as well as, the motor. Have a master service agreement but because there hasn't been 4 repairs (same) in 1 year, I cannot get any satisfaction in having it replaced. They shove the ser. agreement on you but aren't reasonable in considering your problem. They sound like robots when they talk to you and the call always end in frustration and me getting mad. Great customer service. Why can't they consider the customers position? I have been a loyal customer for almost 50 years and have been very loyal but where is Sears loyalty? Even though they stick by their policy don't they realize not every repair is cut and dry as they want it to be. No latitude is shown. When will they learn how to treat customers and actually listen to them. Maybe, when they close their business.
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Review
#504575 Review #504575 is a subjective opinion of poster.
Service
Sears Repair
Loss
$600

Sears - Toddler bed being prepared for shipment for 3 weeks!

I ordered a toddler bed from Sears at a very good price and now I am paying the price. I ordered the bed on 5/17/14 and followed the status online on 5/30/14 it said being prepared for shipment. It is now 6/29/2014 and it says the same thing! I have made calls to sears and they threw me every excuse in the book. I have been beyond patient and today I finally cancelled my order. They told me it could take up to 30 days for my card to be refunded. Then she told me it should take about 2 weeks but they have to say 30 days. Horrible experience never shopping with them online or getting anything delivered ever!
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Review
#504255 Review #504255 is a subjective opinion of poster.
Loss
$229

Sears mattress problems

So my wife and I purchased our mattress around 3 years ago and after about 1 year the mattress sagged so much that we got it replaced under the 10 year warranty. So we got a replacement mattress and that lasted about 8 to 9 months and the same thing happened. Now if anyone has dealt with the mattress warranty replacement dept with sears I hope you have a few hours to dispute your complaint cause what *** that conversation is. So now we're on our 3rd mattress and guess what it's doing the same thing so what the heck is going on here. I know it's not me at 225lbs ruining these mattresses seeing how when I sleep at the firehouse on those mattress that are on average 10 years or older they feel like a mattress should. But guess what because I don't have the infamous 1.5" depression in the mattress I don't qualify yet but it doesn't matter that I feel like I'm sleeping on a hill with the springs feeling like they are uncoiling on inside and not to mention the three years of back pain and discomfort that I have dealt with due to the lack of sears not selling quality products and making it *** to get a replacement due to them not standing behind the product they sell. Sears what happened to you as a company. Pretty sad.
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Review
#503958 Review #503958 is a subjective opinion of poster.
Service
Sears Replacement
Loss
$1300

Air Compressor via Sears On-line arrived damaged - multiple efforts for year - told out of 1yr guarantee period

I ordered a Campbell air compress through Sears on-line sales (its a larger 60 Gal model they only offer on line). When it arrived it did not arrive on a Sears truck but some beat up old thing operated by a company I'd never heard off. The drive was in a big rush to get out of there, didn't speak english very well and would not wait for me to open the cardboard box to inspect it. He took off stating "sears take care". I opened it right away and discovered a very heavy piece of equipment had been shipping with just the cardboard box. It was not securely attached to a pallet, skids or any kind of solid internal crating. As such, some where along the way it was damaged. Several parts were completely broken off. It would waste even more of my life to outline every effort made but suffice it to say I immediately, within minutes of opening the box, reported the damage to Sears and a year long battle with them to get them to honor their advertised service to supply me with the compressor I paid for ensued. After numerous electronic and phone communications to very well trained, polite and skilled issue diverters/delayers I ran out of time as I was told in a very stern voice it had been over a year since the incident and Sears "agreement" clearly stated I only had one year to report the issue. I have numerous claim numbers, names, manager's names, email messages, on-and-on. EVERYONE pay attention, Sears customer support is nothing but a shell gamed designed to not give customer service. They certainly didn't care about this customer. In the end the Campbell customer support heard I was a 29+ year disabled Veteran and the situation with the damaged compressor. They sent me the parts free of charge and I was able to fix it with the help of friends as I can no longer manage such a heavy repair job. I can pledge you this, I will plan to use every method of communication available to let as many people as I can how Sears treated me. In the end I for one will rejoice when Sears fails and the doors close for good. Their company was built on a long history and reputation for priding great products, solid guaranties, and great customer support. Now they will die because they have lost all three but most importantly guaranties that mean nothing and people we do not care about customers. They will die one lost customer at a time. I'm just one they didn't treat honorably and just one more they have lost for good.
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Review
#503929 Review #503929 is a subjective opinion of poster.
Service
Sears Repair
Loss
$600

Sears Coupon Review

Oil change 19.99 coupon free upgrade to synthetic walked out with bill for $67.00. For one oil change. Buyer beware
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Review
#503675 Review #503675 is a subjective opinion of poster.
Product
Sears Coupon