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With Official Company Response
I purchased a Kenmore Waterheater with 12 year warranty. After only 2 years now, I found the Gas Module has gone out. I followed the manual troubleshooting section and was easily able to confirm with the LED Diagnostic light on the valve that I was getting 4 flashes...
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10 comments
Anonymous
#807615

Why don't you just walk back into the Sears store you purchased it from, instead of dealing with all those people on the phone.

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Review
#479474 Review #479474 is a subjective opinion of poster.
Service
Sears Manager
Loss
$200
With Official Company Response

Sears in Van Nuys, California - Very Poor Customer Service

We purchased a freezer at Sears. When we went in, we would have liked to be able to look at them without being hassled. But, of course, here comes the sales guy talking 90 miles a minute. My husband was ready to walk out, but I really wanted to get the freezer. I told him we would come find him when we were ready, but he didn't move. I finally decided on what I wanted. When he rang it up, he was very rude when we asked about the discount using our Sears card. Said we didn't qualify. Then we asked about the free delivery....again, we didn't qualify, but wouldn't say why. If I hadn't wanted the freezer, I would have walked out. I called back to ask a question and had to call 5 times to get the answer. They just kept putting me on hold and apparently walking away. Doubt that I'll purchase any appliances from them again. Their customer service really needs an overhaul before really *** another customer off and they lose the sale.
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1 comment
SearsCares
Sears Response
#795460

Anonymous,

Thank you for posting about your recent customer service experience. We would like to extend our sincerest apologies for the level of customer service you experienced while trying to purchase a freezer.

We would like to have you speak with one of our dedicated case managers, so we will be able to have a better understanding of what occurred and address your concerns properly. At your convenience, please contact my office via email at smadvisor@searshc.com.

In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (Anonymous 479373), you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Dianne D.

Social Media Moderator

Social Media Support Team

Review
#479373 Review #479373 is a subjective opinion of poster.
Tags
  • Large appliances
With Official Company Response

Sears Installations never showed up and arrogant

I bought a Sears Garage door opener this weekend. The gentleman at retail gave me a Monday 3-10 install date. Of course, I *** of work. When they call me to confirm install, the woman told me install would not be for 2 weeks earliest I tried to complain but she blew me off. Typical Sears!. Very pour customer service. I would caution anyone from getting service or install from Sears. This has happened to me in the past and I guess I did not learn my lesson. Sears never puts their customers first. I hope people see this message and think twice about buying service from Sears
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2 comments
SearsCares
Sears Response
#793623

Dear venezim,

My name is Susan with the Sears Cares Escalations team. We are a single point of contact for escalated issues which means that you will work with one dedicated case manager who will help assist you with your garage door installation issue.

We'd like to thank you for bringing this issue to our attention and apologize that the installer didn't show up for your initial meeting. In addition, please accept our apologies for the poor customer service you received when calling to set up another installation appointment. We'd like to help you resolve this situation.

Please send the following information – contact #, screen name (venezim), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Anonymous
#793104

My husband and I installed our own It was not hard at all.If you can read you can do it.All you need is a helper and a hour.easy

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Review
#478686 Review #478686 is a subjective opinion of poster.
Loss
$100
Tags
  • Sears installers
With Official Company Response
This is a Long read: This is a copy of the email I have sent to numerous sears customer service.Hi, My name is Jerry and I would like to inform you of the trouble I have had with my online sears purchase. It started February 28th when I began to look online to...
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6 comments
Anonymous
#807108

This is typical. We ordered something and they got the wrong address.

We called but they would not change the destination so the order went to another state. Shill they wanted us to pay for this order. Finally after many rude people we challenged the charge with visa and they looked into it and it was taken off our charge. Call visa and have them look into it.

You will get better results. Sears people are all foreign or idiots.

Don't trust them to do anything

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Review
#478301 Review #478301 is a subjective opinion of poster.
With Official Company Response

Twice deliverd wrong item by Sears

On Feb 23 2014 i order a California King Mattress online. I also called to online customer service to issuer myself that i will receive the correct item. I been advise that they will deliver the mattress on friday Fab 28 2014. I took off from my work so i can receive my shipment. On friday morning some body call me early in the morning around 6:45 that they will deliver some between 10 to 12. At 11 o clock they deliver a full size mattress. When i ask them this is the wrong mattress. Delivery guy insisted that this is California size mattress i was shocked that he don't know the difference between full and Cal size mattress any way in 5 minute i talk with delivery team and online customer service. Delivery team said they are sorry and will re deliver on March 4 2014 correct item i was offered 10 % discount on feature purchase that i didn't accept. I spoke with a manager name katlen and her ID number was 239418. She told me that she is putting 30% discount and will deliver right item and i will receive a confirmation email in three days. But in three days i didn't received my refund and on march 4 they again deliver me the same wrong item this time again i spoke with delivery team and online department manager and they said they don't have any manager name Katlen and they will deliver again on march 7 2014 and as will as they said we will not issue 30 % because we don't have any way to do it. In other hand deliver team offered me 150 and with in second when the rout me to other customer service specialist they said we can on use 50 dollar store credit. But sadly they hangup on me. In all this time they hang up on me and i spoke with 7 different representatives and 2 managers and no body abled to help me. Sears is very unprofessional people and i will never shop with them again and as will as i will never recommend any person in to buy from sears. By the way nobody emailed me or call me in response of my several complaints.
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3 comments
SearsCares
Sears Response
#791080

Saba,

We apologize for the troubles you’ve experienced with you mattress delivery. My name is David with our Sears Social Media Support Team.

I can see that this has been both frustrating and confusing for you and would like to offer you our assistance. We would like to contact you directly to discuss this situation and assist in addressing your concerns. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the mattress was purchased under (if different than the contact phone number) and we will call you directly.

Also, in your email, please provide the screen name (Saba) you used to post on this site, for reference to your issue.

We hope to talk to you soon.

Thanks,

David W.

Social Media Moderator

Sears Social Media Support

jerry1budde
#794515
@Sears Response

Sears loves to start additional run around, no results will come of this either I am sure. It appears Sears answer to horrible untrained sales staff, and the worst customer service is to add more incompotent employees.

Maybe Sears should think smaller downsize there customer service staff and use that savings to auctually fix there mistakes rather than add employees to give customers a run around and empty promises. How many other companies has the need for Social media moderator give me a break that is ridiculus.

I have had there "social media" leave a response and that is all it was a response with 1/2 truths and empty promises. Good Luck!!

Anonymous
#807109
@jerry1budde

I agree with everything you said. He best way to deal with it is to about Sears completely and NEVER shop on Sears dot com for any reason.

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Review
#477988 Review #477988 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response
Sears fridge delivery- 3 botched attempts in a row...
Sadly, we are joining the ranks of dissatisfied customers who will likely never purchase another major appliance from Sears. While our story of a repeatedly botched delivery isn’t as horrendous as others that fill these pages, it was enough for us. We purchased a new...
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7 comments
Anonymous
#1298675

Sadly I work in customer soloutions and it's amazingly scary how I used to go out of my way to help all my customers and now they block everything I do to try to help

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Review
#477972 Review #477972 is a subjective opinion of poster.
Loss
$150
Featured With Official Company Response
I purchased a cooktop from Sears and also requested delivery and install. I live in Massachusetts and I received a call from the installer in Jacksonville Florida. When I explained that I did not live in Florida, they told me that this thing happens all the time with...
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1 comment
SearsCares
Sears Response
#790506

Dear pshin,

Thank you for sharing this experience with our consumer bored. We want to make sure that all of our members are satisfied with their delivery experience and I can see we have let you down.

Mt name is Isaac and I am with the Sears Social Media Support team and wanted to offer our assistance with your delivery issue. We would like to put you in direct contact with a member of our case management team that will assist you on straightening this matter out.

Please send the following information – contact #, screen name (Pshin), and the phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Isaac D.

Social Media Moderator

Social Media Support Team

Review
#477691 Review #477691 is a subjective opinion of poster.
Service
Sears Delivery Service
Tags
  • cooktop delivery

Sears at Fort Wayne IN tried to give the wromg size socket to blind woman

Trying to get some tools replaced, I wrote down the sizes of five sockets for my blind friend. 4 were correct, but the last was the wrong size. She got a 7/16 instead of a 3/8. She came out and did not discover this until on the way home and had to be driven back to the mall. The saleswoman told her she was wrong (the customer is always what?) but would give it to her anyways, and did not check the original socket. Very rude service and lazy. What is going on at Sears in Ft Wayne IN?
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5 comments
Anonymous
#1229378

Sears leaves a lot to be desired. From their floor staff all the way to the top. It has become a store I avoid at all cost.

Anonymous
#790089

You sent a blind person to buy sockets for YOU?! And I agree with Notgivingit, the customer is rarely right.

patalitamark
#790543
@Lou

I did not send a blind person to buy something for me. I was helping her, due to the problems with the Sears location in question. I just made a list of what she had to compare it to what she was given.

Anonymous
#790064

while I feel bad for your friend what gets me about this complaint is a few things.

firstly, if you were writing them down why not go In yourself to make sure they got the right ones?

secondly, sorry to burst your bubble but the customer is NOT always right. that's a marketing gimmick made up to keep customers happy and in most real world scenarios is NOT true.

also, while I agree from your complaint that the person did seem like they were acting rudely unless they were huffing & puffing about getting the RIGHT socket theres nothing in your complaint to suggest they were lazy.

patalitamark
#790545
@notgivingit

I do not have time for a play by play of the incident, but the fact comes down to they did not do their job properly. Please understand that I was helping someone with a disability that tries to be independent on her own.

I only was making sure she got what she brought in, and not something else ( check my complaint against the same store).

It's easy to talk smack over the web, but try to live the life of a disabled person who is constantly getting scammed due to visual impairment. I do believe in the customer always being right, and the Craaftsman guarantee is only worth paper if it is not backed up after the sale.

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Review
#477684 Review #477684 is a subjective opinion of poster.
Loss
$6
The app works but the humans at sears don't. I had 4 items I received ready for pick up emails on. I identified car model and color every time it requested I fill in the information. I had chosen in vehicle pick up on all of them. I was excited about using this new...
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2 comments
Anonymous
#861703

I had a similar experience. The app didn't even work for me...

I'd click the in-vehicle pickup and it would say "Oops, there is a technical problem, try again later!" So much for the 5min guarantee. I did however know where to park and there was a sign with a phone number to call - I call it and tell them I am there for an in-vehicle pick up. All they say is they will send someone out. They didn't ask my name or anything.

After waiting almost 15min I went inside... when I got inside the guy was talking to a woman and sending her inside the store for more help. He starts to walk away and I say excuse me - from about 4' away, he ignores me and keeps walking - I say it again and he just keeps walking. Thankfully the app didn't work for me so I was able to use the kiosk and request my order.

When he came back I told him I'd been waiting for an in-vehicle pick up and he got all defensive telling me - nobody told him. Then I asked why he ignored me and he got even more defensive telling me about how busy he is. Finally he offered me a coupon so I'd go away. The coupon he gave me had been expired for 14 months.

I would have complained to the manager but I was on my lunch break...

so I'd gone to twitter to complain... after a few tweets / DMs exchanged someone is supposed contact me.

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Review
#477493 Review #477493 is a subjective opinion of poster.
With Official Company Response
I have had problems with the wall console (41A6317) that is part of the Craftsman Garage Door Opener (13953918D) I purchased from Sears. When installing the garage door opener, the installer noticed 1 of the 2 sensors under the control bar (button to open or close...
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16 comments
Anonymous
#1162750

I have the same issue, have to push the button 3 or 4 times before it opens.

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Review
#477357 Review #477357 is a subjective opinion of poster.
Loss
$119