Anonymous
map-marker Vancouver, British Columbia

Don't Order Anything for Delivery From Sears Canada

Dear Customer Service Rep, I am writing to inform you that your company especially the catalogue department are the most unprofessional individuals that I have ever dealt with. I made an order on 12/08 from your website which bugged and generated the wrong addressed. I called on 12/16 to inform you of the problem and to my surprise your associate told me that there is no way to change an order even though the order has not been processed or shipped. He order to make another order for pick up this time and told me that a note will be added indicating a credit for the new COD order. I called again on 12/17 to confirm this. This time your associate named Alain Bachalani assured me that I all needed was to go to the catalogue desk and provide them with the information. The employee working there will be able to see a note and give me my order. Now, on 01/19 I went to the store to pick up my order. However, there was no note attached and they tried to double charge me. On top of that I found out today after three hours of calling that not only was the first order with the wrong address not cancelled like what the associated promised me but Sears shipped it out via UPS with a tracking number indicating the final destination to be Buffalo, NY. Even though the wrong address still featured a Canadian postal code. In closing, I would like to tell you that I will be contacting my CC company tomorrow to dispute all the charges. I will never order another product from Sears and I hope this will shine a light on how poor Sear's customer service is. Regards, Jerry
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Loss:
$140
Company responded
Jesus Hta

Sears online is robbery.

My experience with sears that after my online order is "complete" the next day all or part of the order is mysteriously canceled with no explanation. In one case after numerous calls and waiting on hold, I was told I would be refunded next month. Next month came and no refund so I called again and waited some more, got another promise and no refund. Visa eventually refunded my $10.59, no thanks to Sears. In the latest incident, I totally used reward points. My entire order was canceled with no explanation. The online chat rep. reordered it at a higher price charged my credit card the difference and was to refund the difference of $31. I got a $2 refund and $24 worth of points, which I don't want. After numerous emails I have wasted hours and get apologies but no $. BEWARE!
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Loss:
$31
5 comments
Guest

Yes beware of Kittanning Sears they are a rip-off their return policy sucks don't buy from Sears. I learned my lesson for the second time I feel sorry for an older person that goes in there not knowing or even a younger person that does not know their return policy and how they are

Eyana Wvg

i am in the same position!!! they wont refund me my money when the item was out of stock after i place the order!!!!!! its so frustrating!!!!i think im going with a lawyer because customer service just cant seem to help at all

Guest

The issue was finally resolved after a month of frustration,

David Rde
Sears Response

Hi owl,

We appreciate you taking time to bring this to our attention; we acknowledge that your recent online purchases have been somewhat disheartening. We endeavor to process credits and refunds to the method of payment used at the time of purchase in as timely a manner as possible; there may be times when complications may arise. My name is Brian and I am a member of the Sears Cares Social Media Support team. I am contacting you to offer our assistance. We would like the opportunity to speak with you about this situation. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (owl), to reference your post to smadvisor@searshc.com and the next available dedicated case manager will contact you directly. We apologize for all that you have experienced and we look forward to speaking with you soon.

Thank you,

Brian R.

Social Media Moderator

Sears Social Media Support

Guest
reply icon Replying to comment of Sears Response

Send to who? I am not going to post that info..

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Gaddiel Snz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Glendale Heights, Illinois

Never kept extended payments promise but charged my bank card.

I bought a new furnace in November 2013 and it costs 2,530. The sales person offered extended payment option with Sears Home Improvement card which I signed for but the sales rep asked for a credit card guarantee. Instead of charging the Sears Home Improvement card with extended payments, the full amount was charged to my bank card. I called my bank card, who asked me to contact only Sears. I called the Sears number found at the back of my Sears card which was answered by Citi bank, who told me that they can not help. When I called corporate office at 180******** ext 4800, I was asked to call credit dept. They asked me to contact District office at 708478****, which I called and I was transferred to different sections, took the information and promised to reverse charges on my bank card and recharge Sears card. All this happened between Nov 20 to Dec 18. Still the charges were not reversed on my bank card. Sears failed to honor their promise for extended payment.
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Anonymous
map-marker Cleveland, Ohio

BAD KEYS

YEAH I WENT TO SEARS IN FORT WORTH AT SEMINARY DRIVE AND BOUGHT 10 KEYS AT A KIOSK INSIDE THEIR STORE AND WENT STRAIT TO USE ONE AND IT TWISTED OFF ONTO THE LOCK. I WAS LIKE WTF??? IM NOT THAT STRONG!!! SO I WENT BACK AND BRUNG MY RECIEPT RIGHT THEN AND THE GUY WHO MADE THE KEYS SAID HE CANT GIVE NO REFUND EVEN THOUGH THE KEYS ARE TOO SOFT. HE SAID THEYRE GUARANTEED. I SAID GUARANTEED IN WHAT WAY? HE SAID GUARANTEED TO WORK!!!!!!! I SIAD YOUR NOT REFUNDING MY MONEY? HE SIAD NO. SO I TALKED TO SEARS STORE MANAGER AND HE SAID TO ME THAT THEY HAD NO CONTROL OVER KIOSKS IN THEIR STORE. OF COURSE THIS WAS LIKE WAY BACK IN 1993 BUT WTH?
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Loss:
$20
7 comments
Guest

So this happened in 93 and now you're complaining? One would think that after 21 years, you'd also learn proper grammar and how to spell too, but go figure.

Josalyn Boh
reply icon Replying to comment of Guest-807609

Wow. Seriously!

I had to rereaqd the post. Yup.

1993! I smell a troll.

Guest
reply icon Replying to comment of Josalyn Boh

Yep. Sounds like someone either can't let go of the past over a bad key experience or he's just a troll. I say both.

Guest

me too i bought cashews from a sears inside kiosk sales and they were stale and the sears mgr says theyre not responsible for kiosk sales/ i also remember the kiosk saleperson selling keys was it the skinny colored man who was around 23? and looked fruity?

Josalyn Boh
reply icon Replying to comment of Guest-804853

Are you serious! So, a skinny colored *** saleperson has what to do with anything?

O... M....

G....!

Josalyn Boh
reply icon Replying to comment of Josalyn Boh

Wow... Even this web site is bad! It censored the word G A Y!!!!

Guest

it happened to me also. they said they were not responsible fro kiosk sales inside the store

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Company responded
Anonymous
map-marker Beachwood, Ohio

No hot water for five days

My hot water heater from Sears seems to have stopped working. It is still under warranty. However, they can't seem to get anyone out for five days (in the dead of winter). When I finally got transferred to what was supposed to be escalated customer service, I was told "too bad I would have to go without heavy duty hygiene for five days" and the guy actually thought this was funny. I will never purchase another appliance from Sears and am doing my best to post this everywhere I can. I did get a call from "Executive Office" and they said they wanted to help - but didn't. I find it hard to believe that they couldn't find one person to fix my issue in less than five days.
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4 comments
David Rde
Sears Response

Anonymous,

We thank you for reaching out to us regarding the situation. My name is Liz and I am a member of the Sears Cares Escalations team. We truly understand how important it is to have a working water heater in your home. We would be happy to connect you with one of our dedicated case managers to assist you and address your concerns. Please send the following information – contact #, screen name (Anonymous466858), 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

What? Repair shops are busy or closed during the holidays?

I'm shocked. Shocked!

John N Mzy

At Christmas-time you expect Sears or anyone to drop everything and service a hot water heater? You jest.

If you can't figure out what to do to heat some water to take a sponge bath for a few days, or even go without bathing for a few days, you have serious problems no one at this site can help you with. I spent 8 weeks in the middle of a jungle---hot, humid and nasty---without so much as a face wash, once. Most of us survived---except the ones KIA and this wasn't because they hadn't had a bath.

Whiners!

Guest
reply icon Replying to comment of John N Mzy

You need to shut up. You have no idea what they are going through.

If you like the jungle so much Go BACK. No one cares what you think

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Anonymous

Don't Work For Sears

I've been a Sears hard lines sales associate for about three months now and I gotta say its not that great. About the time I got out of highschool and needed to start looking for a job is when it became nigh on impossible to actually get one. After nearly three years of applying all over town Sears was the only company to actually call me back and offer me a position.

Anyway, there are quite a few reasons you should avoid working here and I'll list them below.

1. Commission is not worth it. The amount of effort it takes to get something other than your $6 an hour base pay is pretty ridiculous. Especially when your store is like mine. Meaning there's so little foot traffic I've had 8.5 hour shifts where I've made $9 in commission.

2. Metrics metrics metrics. Its not enough you make your sales per hour, you gotta make your Shop Your Way enrollments (80-85% more on SYW later) And its not enough you make your SYW you gotta get your shopping recaps. And its not enough you get your shopping recaps, you gotta make your credit apps. And its not enough you make your credit apps you gotta sell protection agreements. And its not enough you sell your pa's you have to meet your attachment rate. Plus my store just introduced a delightful new hour long, mandatory meeting each Saturday if your down in any of those. FUN!

3. Shop Your Way. Its confusing and a time sink and you get punished for not having your register at 80% on SYW every day.

4. Scheduling. Sears' week ends on Saturday and starts on Sunday. So be prepared to occasionally work a week straight. And if your store is understaffed (like mine) be prepared to have weird hours. You may find yourself on the floor for a few hours by yourself with no backup. Despite them telling you that part time workers can only work 29 hours a week you'll sometimes get a schedule with upwards of 30 to 38 hours. But no benefits.

5. You might get a cool manager. Or they could be the physical embodiment of that feeling you get when you have an eyelash in your eye. That's just luck of the draw. They will also conflict each other. I've seen guys get in trouble for following the store managers orders and not the hard line manager's. Why? Because *** your understanding of hierarchy!

6. If you work in Lawn and Garden/ hardware, be prepared to tell a lot of people you don't have/can't get the part they need and then have to listen to them *** for twenty minutes about how its pretty much your fault that everything in their life is horrible.

7. Your registers predate the cretaceous and will quit.

All of these things combine to create a pretty terrible work environment. You'll be expected to treat your customers llike idiots and literally take things to the register they never said they wanted and proceed to ring it up unless they stop you. I *** you not. That is a thing I was told to do. Just don't work there. About the only thing they had going at this point was Craftsman (whose quality has dropped markedly) and that's being sold elsewhere now as well.

Upper management will also decide to randomly fire people and will have the letters sent out before they even inform your managers. So there's a fun thing to have over your head while you work.

Have I made my point yet? Or do I need to keep going?

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4 comments
Guest

I was a cashier and I am in the same boat as you. No one was properly trained.

They expected other employees who were not trained well to train the new people. They claim to give hours to people who's SYW numbers and credit apps are up. It's so entirely false. One guy who I work with has -15 credit applications and he works average 25 hours a week.

One girl has like 50 percent average in SWY and gets 20 a week. I have -3 credit cards and 80 SWY average but I get like 10 hours a week. I don't see the logic there. Not only that but everyone talks *** about each other and makes fun of people.

The tool pros do what every they wish. They play air hockey and leave the room area and leave the cashier alone. Please understand this. The cashier knows nothing about tools.

At least at the store I was at. We were not trained anything about tools. We're just thrown into it and left to figure stuff out. You'll call and call for them but they don't care.

I once watched two employees just make out before. Not only all this but it was super boring. You are not allowed to leave 10 feet away from your register. Even when I do leave further away to fold clothes, there are only so many things to do.

The whole register thing sucks. The people who are closing have to deal with the people who opened mistakes. Once I started work and both the registers were like 60.

One of the mangers came by and I had to sign a paper saying that they were low even though I just got to work.

Guest

I think someone needs to report these guys to the labor board. What they are doing is ILLEGAL and abusive labor practices.

If they were investigated they just might be closed for good and Lampbert would get fined thousand of dollars.

It's a thought........you are not kinder gardeners you are employees.

Guest

You think working for Sears for only 3 months is bad?? Try 7 *** years!!!

Sears is JOKE! :roll

Guest
reply icon Replying to comment of Guest-731357

and might I also add....referring back to the cretaceous registers. In the electronics dept.

that I worked in only 1 of 3 registers worked at one time. When we mentioned it to the Ops manager, we were told to get our SYWR numbers up and they would fix it for us. For Heaven's sake!!! It's getting mighty close to Black Friday and from prior experience, Electronics is one of the busiest depts.

on Black Friday! As of 2 weeks ago when I left, they had 2 registers working, but for how long? God only knows!!!

Another reason I left after 7 1/2 yrs.

of working my *** off for the company. During the first 2 years of working for Sears, I was promoted from cashier, to Home Appliance Consultant, then Hardlines Sales Lead. I was pretty "amazing" at my job too, I might add....at least that's what I was told by my manager. But unfortunately, that was one of the stores they decided to close in 2012, so I was transferred to another store in the same city.

I was still in a Lead position, but in the Fine Jewelry Dept. Needless to say, I felt like a fish out of water after being in hardlines for so many years. The hardlines lead position opened up shortly after. I was very verbal about wanting to move to that position, since I was way more familiar with it, but my manager (mind you the same manager that said I was amazing at the other store...yes, she was moved to the same store as I was) put an MCA, with no sales experience whatsoever, in that position.

After a year of being tortured and being forced to stay in the Jewelry dept., my manager finally decided to move me. But unfortunately, the only full time position that was open was Home Electronics Sales Consultant. I agreed to take it temporarily until something else became available. Lo and behold, just mere weeks after I was moved to Electronics (6$/hr base + commission, the Brand Central manager position was available....MY DREAM JOB!

I spoke to my manager about it, but was told I would have to wait for the job to post on the Sears Holdings website to apply for it. I checked the site numerous times a day hoping to see it posted so I could apply for it. It NEVER DID!!! A couple days later, I was informed the Ops manager position was open, so I asked our then Ops manager if he was leaving us too.

He said, "No, just moving to Brand Central manager". Wow! Was I disappointed! I guess he didn't have to apply like I was told I'd have to, because the job didn't post on the site until 3 days after he was moved to the position.

I continued to work in Electronics for another 6 months, barely making enough money to survive. I was offered another job with another company. I gladly took the offer. When I spoke to my manager about it, she was very rude!

She just couldn't understand Why In The World I Wanted To Leave!! Even my district manager tried to get me to stay, but they had nothing to make me want to stay.

So, so long Sears and hello Best Buy! A much better company to work for by far!

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Nathanial Tel

Hot water heater broke during winter.

My hot water heater is still under warranty so, I thought I am lucky I saved some money. Wrong..the lady on the other end of phone told me that I have to pay $76 for service call but the parts are still under warranty. The same afternoon a technician showed up. He said he did not have that part with him and made some calls. He said that they have to get the part from another place and should be here on Saturday and he could fix it on the same day. I paid him his service call. Nothing was heard after that. Friday we went out and found a message on my answering machine on our return. It said,"We are sorry to inform you that the part could not arrive and it should be here on Monday." Can you imagine 6 days no hot water in winter. I am writing this on Sunday and I am not 100% sure it will be done tomorrow. And you know what the technicians talk to you as if they are paying you and not you are paying them.
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Company responded
Anonymous
map-marker New York, New York

Problem delivering washing machine

The was absolutely the worst customer service I've ever experienced. When I ordered a washing machine which was scheduled to be delivered three days later, the person who took my order apparently placed the order with the installation department instead of the delivery department. So, if I understand correctly, the installation department canceled my order. But no one contacted me and so when I called to try to find out why they didn't show up, I just entered an endless loop of providing the same information again and again and being passed from one department to another without anyone being able to reschedule the delivery. While on hold (with the 11th person), I started chatting with a customer service rep at the same time. Over an hour later he finally indicated that the washer would be delivered two days later and that someone from delivery would contact me to confirm the two hour delivery slot. Needless to say no one did. When I called to try to find out when it would be delivered, it was the same experience. People couldn't locate my order, or they transferred me to another department, or they dropped the call, but no one seemed able to actually schedule this delivery.
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Loss:
$120
1 comment
David Rde
Sears Response

Hello Anonymous,

Thank you for posting about your recent online purchase and member services experience, we can certainly see how this has been a confusing and aggravating situation. We know the importance of having purchases made online properly processed in order to provide the most accurate information when necessary; it appears this is not the case for you. My name is Brian and I am a member of the Sears Cares Social Media Support team. After reading your post, I am reaching out to you to offer some assistance. We would like the opportunity to put you in touch with a case manager who will work closely with our online, delivery and installation business partners. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name I have assigned (anonymous459351), to reference your post to smadvisor@searshc.com. Again, thank you for posting and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

Company responded
Pura Fgj

Charged by Sears Six Times for an order that never went through due to a website error by have not been able to receive the funds back from Sears

I tried to place an order with Sears on 7th November and every time i entered my card details, their site informed me that there was a payment error and therefore the transaction didn’t appear to go through. I tried to use a different card and had the same problem with the site. I proceeded to speak to a Sears colleague on the instant chat tool and she informed me to contact my financial institution. I contacted my financial institution and they have informed me that the payment went through four times on one card and twice on the second card, SIX times in total. I never received any confirmation via email that the order had been placement or payment was received. I have since tried calling, emailing and speaking to a multitude of Sears customer service agents to resolve the issue and be reimbursed for these transactions but no one has been able or willing to resolve this issue for me, and they have fed me with misinformation about how the funds will be reimbursed within 24-48 hours, and this HAS NOT HAPPENED. I am now extremely annoyed as it has been a week and still no resolution. I have been charged six times for an order that was never placed due to a website error. I will never again shop with Sears and am telling everyone I know never again to shop with Sears. They are an absolute disgrace.
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Loss:
$300
2 comments
Guest

I would contact the attorney general in your state. That is a CRIMINAL offense to steal money and then evade you concerning paying it back.

I don't know HOW they get away with that. Did you use a credit card? If so call the credit card company as they usually can pressure leeches like this to give you a refund.

I wonder if it was, infact, a mistake.

I have read several instances where they did this to other customers.

David Rde
Sears Response

Hi megs86,

Thank you for posting your concerns here. We apologize for the trouble with your online order and for the confusion with your refund. We certainly want to get you your money back as quickly as possible and resolve this issue to best of our abilities. Please send the following information – contact #, screen name (megs86), phone # used at time of purchase to smadvisor@searshc.com and we will be in touch to address further. We look forward to assisting you!

Thank you,

Misty H.

Social Media Moderator

Sears Social Media Support

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Company responded
Anonymous

Sears lied about the delivery date

I am so disappointed with my experience with Sears. I ordered my sons primary Christmas gift on Dec. 17th. Unfortunately it wasn't going to arrive until December 26. As disappointing as that delivery date was it wasn't as bad as us not receiving the gift at all. After countless phone calls with Sears and the shipping company Demar Logistics, I was finally told that I wouldn't receive the gift until the 30th. No one has taken any accountability. Never again. Back to Amazon. We are now considering driving an hour and a half to pick up the package ourselves. Unbelievable.
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Loss:
$250
3 comments
Guest

You probably won't even receive the gift until January, unfortunately. I have been a customer for over thirty five years and was mistreated as if I didn't count. I hope you get your gift but don't count on it.

David Rde
Sears Response

Anonymous,

My name is Liz and I am with the Sears Cares escalations team. We thank you for bringing this matter to our attention. From your post we can see that we certainly have let you down and would like to offer some assistance. We would like the opportunity to speak with you to ensure the issue with your online order delay is addressed and hopefully restore your faith in Sears. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you have been assigned to reference your post (Anonymous466855), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

John N Mzy

Not sure how your child will cope or even survive the lack of a Christmas gift. Perhaps you could have him visit and talk to a combat vet with no arms or legs to see how people get along with missing items. What in the world are you teaching the boy as far as being able to survive in this world?

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Company responded
Anonymous
map-marker Birmingham, Alabama

Dishwasher defective

My new Kenmore Elite dishwasher melted a few months after installed last fall. A part also had to be replaced along with the insides. Now it doesn't even turn on. The warranty expired Oct. 6, 2013. They want $250 just for a service call. I guess I'll buy a new dishwasher but not from SEARS! NO MORE SEARS appliances!! I purchased all Kenmore ones a year ago and had trouble with the refrigerator ice maker too! It had to be replaced. I have contacted Sears Customer Service by phone and by email with no response! I tell everyone NOT to purchase SEARS!!
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2 comments
Guest

You are given the opportunity to extend the store warranty after the warranty is coming due. That's how much it costs to have someone come out and get your appliances repaired.

For that much, you can add a few more hundred dollars and buy a brand new dishwasher.

Sears sucks. No wonder they're shutting doors everywhere.

David Rde
Sears Response

Anonymous,

We’re sorry the dishwasher and your customer service experience were below expectations. My name is David with our Sears Social Media Support team. If you would like, we would be happy to have a case manager contact you directly to discuss your experience and assist in addressing any other concerns you may have. If you would like to discuss this situation further, please send the following information to smadvisor@searshc.com – contact number and phone number used at time of purchase. Also please provide this screen name (Anonymous467645) for reference to this issue. Again, we’re sorry for any trouble caused and we hope to talk to you soon.

David W.

Social Media Moderator

Sears Social Media Support

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Company responded
Anonymous
map-marker Olmsted Falls, Ohio

Give them 2 weeks to deliver and you won't be disappointed

I placed an order with Sears (I assume, maybe a 3rd party vendor) on Monday morning 2/11. A small 4.4 cu ft refrigerator. I got an order confirmation that day and on Wednesday 2/13, I got a notification that the order had shipped. So that wasn’t so bad. A big company like Sears, I suppose the fact it didn’t get put in the mail Monday or Tuesday wasn’t really anything to get upset about. So I clicked on the link in the email for “Tracking” and it took me to the UPS website, but the tracking number didn’t exist. Ok, I thought. That’s happened. They were assigned a tracking number from their shipping computer, but UPS hasn’t actually loaded it on the truck yet. Again, no biggie, this is how it works. What was strange was the shipping number was only 7 digits and started with 77 instead of the typical 1Z. Still, it could have been a temporary number and surely it would be corrected the next day.

Fast forward to today, Tuesday 2/19. The status has been changed on my order to “Delivered” but guess what. The package isn’t at my door. So I called customer service (in India). They tell me the package has been “delivered” to the shipping company Demar Logistics. That’s interesting, I didn’t think that’s what tracking meant. So I asked the customer service lady how long it typically took to get a package “delivered” to the carrier. Her response was 7 business days. So using her logic, I was ahead of schedule.

So I get on the Demar Logistics website and sure enough, the tracking number works there. But it says shipped Thursday 2/14. So why do they have a link for “tracking” on the Sears website that point to UPS when it shipped with Demar? Turns out it was in Grove City, Ohio at noon on Thursday 2/14. Today is Tuesday, 2/19. Grove city is 130 miles (2 hours and 7 minutes) from my house. It’s been marked as “In Transit” this entire time. Granted, Monday was a holiday, let’s not count the weekend (even though we all know UPS and FedEx are still moving packages on the weekend)…so that’s ½ day on Thursday, all day Friday, ½ day today. So it’s been in transit for 2 days? It could be across the country by now.

So I called Demar Logistics. They have my package. They’re a shipping company, not the originating vendor (which I still assume is actually Sears). They’re shipping it FedEx and were able to give me a shipping number. It’s not on the truck yet, but it does show up as a valid number on the FedEx site. I should have it no later than Thursday (according to Demar’s customer service). So we’re looking at 8 business days for a box to be moved 127 miles (all highway from the Columbus distribution center). I fully expect the box to be beat to *** and I’ll have to return the unit. Farewell Sears.

The funniest thing I’ve read in a while was Sears’ customer service page found here: http://www.sears.com/fulfillment-tour/nb-10000**** />Which says “When you purchase a product from us online, we know you'll eagerly await its arrival. We'll ensure its safe delivery and will keep you updated on its progress every step of the way. Some companies look at that as fulfillment. We look at it as fulfilling a promise.” If the promise was to keep me the dark as much as possible, then they kept their promise!

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10 comments
Guest

Looks like this type of behavior from Sears is common. I ordered a gokart for my son's birthday on 7/11/16 ...

got an email from Sears the next day saying it shipped and would be delivered to me on 7/21. The email included a UPS tracking number which I used on the UPS website and was told by UPS that they had received the shipping sticker. The UPS website did not show any movement/progress of my package over the course of the next week. On 7/18 I talked to Sears and was told the next day that the package was being shipped by Demar.

I got through to Demar the next day and they tell me the package would be delivered to me on 8/1 or 8/2. My son's birthday came and went now without his big present thanks to Sears and their empty promise of a delivery on 7/21.

Guest

I ordered a 65" TV from K-Mart on Dec 2. Dec 3 the info was sent to Demar Logistics.

They said it would be delivered to my house on Dec 8 and gave me a tracking number. I have worked in shipping and know that just because they give a shipping number and say its shipped, doesn't mean it has been shipped.. it just mean a shipping label was created, HOWEVER.. i got a delivery estimate of Dec 8.

I kept track of it every day. On December 6, I noticed it had not moved. (at least it didn't say it on the tracking info). I called..

they said it will be there by Dec 8. I called Demar Logistics. she said they tried to pick it up from the vendor three times but it wasn't ready. I called Kmart/Sears back which by the way on my shipping info at this point said..

Has not shipped yet..call sears and gave me a 1800 number. i called.. (its very frustrating to be FRUStRATED and get someone to HELP you who's English is clouded with a heavy accent of something else.. because i spent half my time REPEATING myself and saying WHAT?

EXCUSE ME.. anyhoo.. they promised to call back within 24-48 hours.. NO CALL..

so i called back on Dec 9. I explained that i know its christmas and things can get delayed..just tell me where it is and if its even going to get shipped.. *** THEY HADN"T EVEN CHARGED ME FOR IT AT THIS POINT!!!!!!.. it had been a week since purchase.

so The next day on Dec 10.. they charged me and sent an email saying it is in transit to destination terminal.. im assuming that means its on its way to ..... Me?..

illinois?.. where is destination terminal?.. anyhoo.. i expect it will take a few more weeks..

im hoping my husbands christmas isn't screwed up... this is ***. ill never ever ever ever ever ever order not even a HAIR PIN from Sears or Kmart again... because when you talk to them.

an apology is the best you'll get.. kmart or sears wouldn't even dare compensate you for your trouble or time.. i spent $90 on shipping as to be expected.. they could have found a way to have this overnighted to me..

they do stuff like this all the time. you're messing with peoples schedules and lives here.. especially gifts for people.. anyhoo.NEVER again!

especially no recourse for THEIR actions.

Guest

I am currently going through the same ordeal, it's frustrating and annoying that we have to "track" down and investigate to find out where our shipment is..don't think I'll be purchasing anything from sears or kmart online anymore!!! Still awaiting my package!!!

Guest

Very upset I was promised my delivery between 11:00 and 3:00 waited all day. Called costumer service and they had the driver call me.

He was supposed to call one half hour before drop off , never got a call. He said didn't see my house and had passed by and it would be a couple hours before he would return. The following day I still have nothing! And Demar costumer service is closed.

Driver no longer takes call! Mad and sad company's need to consider a different delivery service before dealing with Demar.

Guest

Boy is this story true. I ordered a tool box and was led to believe it would ARRIVE on 5-27 but now I find out all that is was the date this DEMAR outfit gets package.

I still wont have it for over another week. What a joke. Don't ever ever order from Sears online unless you are ready to wait for over a month to get whatever it is you ordered.

Now watch it show up like it was air dropped.

Guest

Dear Carol,

Thank you for contacting sears.com regarding your order number 60437****. Please accept our apologies for the delay in receiving the playhouse that you ordered. I understand the disappointment caused to you with our customer service. I appreciate the opportunity to assist you.

I have forwarded a request to our fulfillment center to check the status of your purchase and provide you with an update. You should expect to receive a response from us via email within 8 business days.

I know that your time is valuable and we appreciate the fact you took the time to give us feedback on our performance.

The feedback that you have provided today regarding our customer service will be taken into consideration as we continue to enhance our services to meet the needs of our customers going forward.

Need additional assistance? Click here to Chat or Talk with us now!

Sincerely,

Jenna N. (jnair0)

Sears Customer Care

webcenter@***.sears.com

1-80*-***-****

Original Message Follows: ------------------------

My Sears experience-- Long Story below, includes email to "whatever department". Still waiting to determine where order is. My

Good Day Mr. Jooman:

I'd like to express my sincere dissappointment in the handling of my order.

Order placed & paid for on Dec 4. All correspondence received indicated order to be delivered on Dec. 17.

No communications received stating problems, back orders, etc.

Several calls placed to Sears, & the shipper lead to the following facts:

On Dec 17, order status was delivered with Sears website providing a tracking number.

Following the steps, proceeded to track the order to determine where the items was in fact delivered.

Upon entering the tracking number provided by Sears, "no such tracking number existed with the shipper"?

Really -- contacted Sears-- eventually informed the tracking number on Sears website was wrong "should not have contained any letters & if I recall, there were NOT enough numbers originally listed.

Sears provided me the shipping company info.

Combined information from Sears Upper Management & Demar logistics lead to the information below:

1. Shipper received notice of shipment on Dec 5.

2. Sears supplier was not sent order until Dec 9.

3. Sears supplier did NOT send order to shipper until Dec 18 -- a day after Sears website stated my item had been delivered.

4. Item was ordered nearly 3 weeks prior to date needed, Sunday Dec 22.

5. No emails, phone calls or other communication was sent by Sears informing me of any delays.

6. Sears did agree to credit my account with the shipping; HOWEVER

7. The fact remains that my granddaughters did NOT received their playhouse, which has now resulted in my having spent an additional $200+ which my budget cannot afford, to allow them to have something to open on our FAMILY Christmas. How do you explain to two out of nine grandchildren, you have NO presents to open, when everyone else is opening presents from cousins, uncles & aunts, & Nanna! You don't-- you go out & buy more-- then show them a picture of what they are getting, but have no idea when it will be here or where it is.

8. On the call being transferred from the Shipper to Sears Upper Management (SUM), SUM informed me that the information SUM provided was available to every level that I had contacted.

9. Here it is Christmas day, the latest information from shipper is "item at terminal for delivery" -- am certainly not going to contact them today, as it is Christmas day.

10. The irony one could say, is that I realized what a valuable asset Sears really was, with the Rewards program, general product reliablity etc. & had intended to increase my limited, budgeted shopping with Sears-- due to the Rewards program. However with the interest rate substantially high, I have been able to secure a personal loan to pay off my Sears account.

11. Whether or not my faith in Sears will be reinstated, is yet to be determined. When my children were young, I did most of my Christmas shopping via the Sears Christmas catalouge.

12. In hind sight, a sign this may have been a problem order can be described as follows:

Placed order on line, using my Sears Credit account.

Received a confirming email, my order was on hold for however many hours, until I went to a local Sears store to pay for the order.

How could this be, I provided my account number, etc, and placed the order.

Went to local store, to pay for order "any register" was the statement on the order.

First register, said Order not in system, does not exist.!

How could this be, here is a copy of my oder number & the email stating I needed to "go to any register to pay, before order would be placed

Clerk upon asking me what the order was, said she couldn't access the order, I needed to go to Lawn & Garden. Unfortunately, I did NOT note her name as -- walking away extremely disgusted, she says "aint nothing I can do, I can't see the order if it's not there."

Going to L&G department the kind CSR -- Scott maybe was his name --- was able to pull up the order with no problem, didn't understand why the previous CSR wasn't able to.... Nonetheless, I was happy, paid for the order, & walked away with happiness, knowing the item was being delivered on Dec 17 -- 5 days before our Family Christmas. --- He also noted that my rewards account had NOT been properly credited, gave me the contact number for that division. Upon contacting the Rewards section, they were also more than agreeable to resolve and fix my problem, even reinstating some lost points, -- I didnt' realize they expired-- Kuddos to them-- which is what inspired me to return to Sears for more shopping. Before I knew the status of the playhouse, I think I spent another $200 + at Sears. And See item 7, then I felt compelled to go shopping and spend another $200+ for the girls to have something to open.

Here's hoping something can be done to better train some CSRs, update the website with correct & proper delivery information, improve communication.

Have a safe & happy holiday and hope you didn't order any large item from Sears.

Looking forward to hearing from you staff in the near future.

Regards,

Subject: sears

Date: Fri, 20 Dec 2013 15:30:55 +0000

Guest

Consider yourself lucky, Jazmin. I ordered at the end of November.

It's December 24... and my package has been trapped between Demar Logistics and the local carrier in my state, which, get this --- doesn't actually do residential deliveries. I bought through Kmart --- and the kind India support at Sears don't even see the order! Which, of course, also shows 'delivered'.

My next action is to contest the credit card charges, and buy from a reputable store. Just utterly insane.

Guest
reply icon Replying to comment of Guest-763322

my order was placed on Dec 4 with delivery on Dec 17 -- perfect for our family Christmas on Dec 22. I've told my story with the reply from Sears. Disappointed & Broke in Texas

Guest

I am dealing between sears and demar now and no one is taking responsibility for anything or know where my package is. All the Demar website on has is that on 12/20 at 8:13 PM they received my shipment information which is infuriating enough since the item was ordered on 12/12 with an estimated arrival of 12/21.

How did they not receive any information regarding the shipment of my item until the night before! Then they have in transit 12/20 at 10:07 pm when I call them they say all they know is it is in transit not what distribution center it is going to in my area. They say once it arrives to a distribution center near me they will call me to set up an appointment to deliver my item. The approximated time for that will be 7 to ten business day!!

ARE YOU KIDDING ME!! I am looking for my package to be delivered at this point after January 1st! I WILL NEVER ORDER OFF SEARS OR ANY OF ITS AFFILIATED WEBISTES AGAIN. Oh and as for DEMAR WORST CUSTOMER SERVICE EVER!

I will be reporting both businesses to the better business bureau. I recommmend all of you consumers with this situation do too.

David Rde
Sears Response

Dear Anonymous,

We are terribly sorry your recent online experience regarding your refrigerator has been such a disappointing one. This sounds like it was a frustrating situation for you and this is certainly not the type of experience our customers deserve. My name is Delfa B. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information – contact #, screen name (Anonymous385945) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we hope to speak with you soon.

Thank you,

Delfa B.

Social Media Moderator

Sears Social Media Support

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Company responded
Anonymous
map-marker Thunder Bay, Ontario

KitchenAid dishwasher purchased at Sears last year developed a leak.

Purchased a KitchenAid dishwasher from Sears in April 2012. I also paid Sears Appliance to instal professionally. In October of this year (approx 20 months later) the dishwasher developed a major leak which caused significant damage to the basement ceiling below. I called the Sears Customer Service number and they advised that my one year warranty was expired on most parts and labour but they would have a maintenance person come out and assess the repairs. Minimum service charge of 65 dollars to which I agreed. They came out the following Monday and after a short time assessed the problem as three clamps which they believed were installed improperly at the beginning which probably caused the problem. They proceeded to replace the clamps and reinstall in the cabinet. They had to install the machine differently so the clamps wouldnt be compromised as was the case in the original installation. They billed me 223 dollars for the call and repairs. The actual repair took around 20 minutes although I was there for 2 hours while they waited for the clamps to be delivered. (not once but twice) The dishwasher was 900 dollars on sale for 600. It was installed incorrectly by Sears technicians and leaked into my basement causing about damage to my ceiling and flooring. When I called to query the charges I was told that was the cost of a service charge and repairing clamps. (charges are not based on time worked...they use a costing chart). They did not take any responsibility for the shoddy workmanship at the time of installation and they charged my service call seperate from the repair even though taking the washer out of the cabinet and assessing the problem was more than half the job. I eventually talked to a supervisors with the same result. They could have cared less. You got what you paid for...the bill stands. I told them I was a Sears customer for 35 years and their moto "Products and Services from the Company You Trust" is just words with no substance. The bottom line is...I got 30% off at sale and they got it back after market. Nice scam.
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Loss:
$400
1 comment
David Rde
Sears Response

Hi Anonymous,

We appreciate you taking time to post about the issues with your dishwasher, we understand how this has been a challenging and disappointing experience. My name is Brian and I am a member of the Sears Cares Social Media Support Team. We do value you as a long time loyal Sears member and appreciate your business. To this end, we’d like to the opportunity to speak with you to see how we can make this right by you. So that a dedicated case manager may contact you directly, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name I have assigned (anonymous458796), to reference your post to smadvisor@searshc.com. We apologize for the challenges you have experienced and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

Filimon Xpq
map-marker Lynchburg, Virginia

Shop Your Way Rewards- Sears/Kmart

I bought a Wii U and a Kuerig and many other things as Christmas gifts this year. I go there quite a bit and just about everytime, I use coupons. I eventually saved enough points to buy a nook hd free with my points, so I did that. I also used a coupon to get more points. Then a few days later I attempt to make a purchase and find out my account has been blocked! I called and was told they'd fix it right away. Now, two weeks later, they still haven't fixed it! I called once again and was told I would have to delete my account, losing my VIP title and $25 in points.
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2 comments
Guest

It is a scam I received an email that I had 70.00 in shop your way surprise points towards appliances went to redeem them was informed at check out that I only had nine dollars in points redeemable yeah I had 70.00 reward points alright but I had to spend 499.00 to redeem them are you kidding me what kind of a rip off is this . They can keep their reward points and put them where the sun don't shine it's all a scam to get you to put money in there pockets.

Guest

You can not use points on a purchase to get more points! It is in the Terms and conditions on Shop Your Way!

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Ranny Myo
map-marker Lacey, Washington

Sears layaway... what a pain

I simply wanted to put an item on layaway from sears.com. My first attempt at it, I tried to set up a profile and the webpage was extremely cumbersome. I finally got to the product after almost pulling out my hair. It rejected my initial payment due to incorrect card number even after checking the right number multiple times. I gave up. I tried a third time with similar webpage issues. I gave up then. *** me tried a fourth time with what I thought was success. I set up the profile, made a payment... but then received an email saying that I need to contact customer service. They wanted me to spend ten minutes on the phone asking me various security questions. How many questions do you need to ask me? Layaway number, card number, security number, phone number, middle initial, on and on. I then received another email saying the store that I chose to pick up the product was closing but once it reopened, they would get it and put in on layaway. I didn't think anything of it until I tried to make my next layaway payment. There was no option in my online to make another payment. After spending an hour on the phone with sears.com, they gave me a reference number. I finally called the store and they said they don't have my item on layaway. I am now waiting for a call back. This is bad business. I suspect sears will be out of business eventually. You should make it easy as possible. You need to balance security with customer service. I get you need security but when it starts to turn customers away, then it has gone to far. Also, test your own process as a customer, you will be surprised at how difficult it is. After this, I will never return to sears unless they make this all go away. You have to make it right and make it easy.
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1 comment
Guest

Check out the review number 22 on this site. It will explain it all.

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