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With Official Company Response

Sears and Demar Logistic = Nightmare

Placed an order on Dec 19th. Credit card was charged and now almost a month later I still have not received my Panasonic plasma. Multiple calls and emails and neither Sears nor Demar shipping had any idea where my item was. Finally I had enough and asked for them to cancel and will have to wait another 7-10 days until the item finally arrives for me to refuse it then wait another several days for the item to be returned when I can be refunded. In the meanwhile my credit card is charged interest. I used to think Sears was a good place to shop, but they've lost my business.
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1 comment
SearsCares
Sears Response
#775470

Hi Anonymous471210,

We appreciate you taking time to post about your Panasonic plasma television delivery. We can certainly see this ongoing matter has been disheartening and inconvenient.

My name is Brian and I am a member of the Sears Social Media Support team. I am reaching out to you today to offer you some additional assistance. We would like the opportunity to speak with you and work with our online business partners to discover a speedy resolution. Please send your address, phone number used at the time of purchase with the screen name I created from your post (Anonymous471210) and a good contact phone number to smadvisor@searshc.com and a case manager will contact you directly.

Again, we appreciate the feedback; we look forward to speaking with you soon.

Thank you,

Brian R.

Social Media Moderator

Sears Social Media Support

Review
#471210 Review #471210 is a subjective opinion of poster.
Product
Sears Credit Card
Tags
  • Sears Demar
I have been given the runaround by various customer service reps from SEARS for the past 2 months after sending them jpgs. of the disintegrating plastic parts in my 6 year old Kenmore Fridge. This fridge has only seen light use by 2 people. The latest stressful...
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10 comments
Anonymous
#1555647

I have a kenmore refrigerator side by side water and ice with bottom drawer and the plastic is falling off( breaking ) piece by piece, what is the problem? I payed good money for this thing,seems like they dont care

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Review
#470632 Review #470632 is a subjective opinion of poster.

Sears in Kearney, Nebraska - Lies for sale

I will never shop here again. Josh, the manager of the store will laugh at you when you have a problem with a new appliance. He smiles as if " I have your money and I don't care if anything you buy doesn't work."' There is no such thing as customer service at sears. Even in the local Kearney, NE store. I hope your stocks keep plummeting. There is a reason when you google sears sites like these are available first. There slogan is "the customer is always wrong." No guarantees whatsoever! I bought a brand new product that never worked and they refused to replace it. Guess what? Lies have a way of catching up to you. Word of mouth does get around.
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3 comments
Anonymous
#773254

Anonymous 470484,

My name is Tony and I’m part of the Sears Cares Escalations team and we’d like to step in and resolve this issue for you. I would like to start by thanking you for bringing this to our attention.

The aggravation with the type of service that you received surrounding your appliance repair needs is absolutely understandable and we would appreciate the opportunity to speak with you and work to resolve this matter to your satisfaction. At your convenience, please contact my office via email at smadvisor@searshc.com so you don’t have to continue to be frustrated by this.

In the email, please provide a contact phone number and the phone number the microwave was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (Anonymous 470484) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Tony

Social Media Moderator

Sears Social Media Support

Anonymous
#772593

What are you like eight or something, do you really think because you are not happy that Sears will go out of business because of this review. The store you had problems won't go out of business itself, even if you need to create another account to pretend to be another customer who has the exact same problem as you. Funny how you posted this review and the "other" customer, a total "stranger" who lives in the same area found this review less than two minutes after you posted it.

Anonymous
#772489

I can totally relate to this story this Josh clown has no idea or ability to run a store. When I explained to him how the product I received was broken upon delivery he continued to say "I stand behind my product", I said so what you're saying is the product isn't broken in response he kept repeating the same mantra. If Sears doesn't improve its customer service immediately they will become a relic of the past like blockbuster

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Review
#470484 Review #470484 is a subjective opinion of poster.
With Official Company Response
Never in my life have I seen such a joke of a delivery team. My delivery was set on a day I was off work and I had open availability from 7 am until 9 pm which is more than enough time to deliver a mattress set. I waited... and waited... and waited.... NO call and NO...
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4 comments
Anonymous
#809143

I purchased a Nordic Trac Treadmill at Sears on 4/12/14. I paid for delivery and removal of my existing treadmill.

Delivery was scheduled for Thursday - 4/17/14 between 10AM - 12Noon. I could not attend due to having to work, so I rescheduled. Had to wait another week for delivery on Thur - 4/24/14 between 3PM & 5PM. I arrived home at 3PM and the delivery men were there.

They dismantled and removed my existing treadmill, brought in and assembled the new treadmill. I watched them do the assembly, and when they were done, they handed me a phone to watch a Sears video requesting that I rate the delivery. I rated everything high and handed the phone back to the tech. They left and I stayed inside reading the manual.

When I went to leave my home later, guess what I found on my porch? The old treadmill. I immediately called the delivery guy's cell phone and said you forget the old treadmill. He said we asked you if we could leave it there and you said it was OK.

I said yeah temporarily, not permanently, I paid to have you remove it. He said he would have to discuss with his manager. I then called Sears delivery, spoke to a girl who placed me on hold 3 times for 3-5 minutes each, and then told me that someone would pick up the treadmill tomorrow (Fri). Well it's Friday night and the treadmill is still on my porch.

So I called Sears delivery again. Now the girl said the earliest they can pick up the old treadmill is next Thursday.

So the disassembled treadmill will have to sit out on my porch for another week? Now that is poor service!

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Review
#470446 Review #470446 is a subjective opinion of poster.
With Official Company Response
Bought nice washer, dryer, stacking kit weekend before Christmas, and scheduled delivery for 1/4/14. They confirmed, yet no one arrived all day, and no one called. We called the store, who said they would check on delivery later in day or on Sunday. No call on...
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1 comment
SearsCares
Sears Response
#773014

Hi ggphill6,

Thank you for taking time to post about the occurrences surrounding your washer/dryer stacking kit delivery. We can only imagine how the confusion with scheduling deliver has caused your disappointment.

My name is Brian and I am a member of the Sears Social Media Support team. After reading your post I can understand why you are dissatisfied with the services you were provided. We would like to have a case manager contact you and work with our delivery business partners in order to resolve your inquiry.

Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (ggphill6), to reference your post to smadvisor@searshc.com. Again, thank you for taking time to post about your appliance delivery; we look forward to speaking with you soon.

Thank you,

Brian R.

Social Media Moderator

Sears Social Media Support

Review
#470271 Review #470271 is a subjective opinion of poster.
Service
Sears Manager

Damaged Item Sears Marketplace and OUTLETZON

Ordered a lunch box for xmas. It was damaged -- broken zipper and stitching coming apart. Totally poor craftsmanship. Sears Marketplace (specifically Imran Jooma) assured me that the matter had been referred to OUTLETZON. I didn't hear from them so I e-mailed Mr. Jooma again. I was told the e-mail had been forwarded to the vendor and that my issue was not with OUTLETZON. I received an "autobot" e-mail from Sears Marketplace several days later... it said I would received a response soon. I finally received another e-mail from the autobot address which said the issue had been resolved! I realize that this was a $20 item (with $10 shipping) but come on!!! My other issue is that the 15-day return policy from OUTLETZON is hidden in the fine print. Sent the final e-mail today (this has been going on since 12/26) and let them know that I was going to share my experience on-line. It's been nice to vent! I could not get a respon
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Review
#470065 Review #470065 is a subjective opinion of poster.
Loss
$30
With Official Company Response
The practice of charging debit cards for services before an independent contractor used by Sears can even provide a work estimate and appointment date is ridiculous, but worse than this is when the service request is actually canceled due to contractor timeframe and/or...
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3 comments
LTCC
#776357

As suspected....the SEARSCARES drone is just a pathetic PR attempt at damage control.....lol

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Review
#470055 Review #470055 is a subjective opinion of poster.
Service
Sears Installation
Loss
$591
With Official Company Response
RECENTLY I PURCHASED A CRAFTSMAN GARAGE DOOR OPENER AND PAID THE $150 TO HAVE IT INSTALLED. SEARS INFORMED ME SOMEONE WOULD CONTACT ME WITHIN A FEW DAYS. I WAS CONTACTED AROUND 10 PM ON A SUNDAY NIGHT. THEY OFFERED THE NEXT DAY 1-4 PM. I INFORMED THE GUY I NEED THE...
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1 comment
SearsCares
Sears Response
#770537

Hi tkey123,

Thank you for posting about your Craftsman garage door opener repair. We apologize for the inconvenience and confusion you have encountered. My name is Brian and I am a member of the Sears Social Media Support team. I would like to take this time to offer our assistance. We would be more than happy to have a case manager follow up with you in order to address your garage door repair need. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (tkey123), to reference your post to smadvisor@searshc.com. Again, thank you for taking time to bring this matter to our attention; we look forward to speaking with you soon.

Thank you,

Brian R.

Social Media Moderator

Sears Social Media Support

Review
#469527 Review #469527 is a subjective opinion of poster.
Service
Sears Installation
Loss
$640
With Official Company Response

Sears in Hammond, Louisiana - Terrible ACHEAT system install

Hade AC/Heat system install and it's been a nightmare from day one. System hasn't worked right from the start and salesman refuses to call me back. The worst customer service I've ever seen. Chicken *** all the way around!!! I had to talk to 5 people and "bosses" just to get someone to call me back and they were rude and combative. I'm going to make it my daily thing to give sears *** for the rest of my life and I'm only 35. They have cost me money and time. The salesman is named, Alex O'Cain, and he is not to be trusted.
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1 comment
SearsCares
Sears Response
#769862

Dear Anonymous 469262,

We’re thankful for taking the time to post and share your AC/Heat system situation, and we apologize for the troubles encountered when you reached out to us for assistance in reference to the installation. My name is Edwin and I’m with the Sears Cares Social Media Support team. We’d like to speak to you and provide you with any assistance deemed necessary to make sure this issue is resolved. Please send the following information – your parents contact #, screen name (Anonymous469262) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we hope to speak with you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#469262 Review #469262 is a subjective opinion of poster.
Loss
$5000

Signed YOU up for a SEARS credit card

To all my former Sears customers, I would like to start off this New Year with a sincere apology. I estimate that there are thousands of you. I am a very attractive and tall woman with spiky hair and beautiful green eyes. As a cancer survivor, and recently being diagnosed with other pre-cancerous conditions, I wish to make this apology. It is weighing down on my soul. It was a job requirement and demanded by Sears for employees to sign up as many Sears credit card customers as possible on a daily basis. There was a small financial incentive to the employee that secured each new credit card – but a tremendous incentive to Sears for us to acquire each one. In fact, it was so important for Sears to sign up new credit cards, that district managers and their supervisors called every day to see what the new credit card numbers were. Long time employees were brought to the manager’s office to review their monthly credit card stats. The employee was sometimes told they must get their numbers up – credit card applications, product “protection” warranties, and merchandise replacement agreements – or be fired. Some of my co-workers were brought to tears during these one-on-one meetings. I am sure that so many of you left Sears unaware that you had just opened a credit card because of the sneaky, manipulative way that this was done. I hope you have looked at your bill and see the way the $15 you saved (when opening the card) is now costing you 25% interest. I was also affected as a Sears customer; when Sears tried to convert me from a Sears card to a Sears Master card without my permission. This was supposed to be a convenience for me… what a surprise that Sears would try and get 25% interest on all my purchases outside of SEARS! What a shame that Sears cannot make money on their products and craftsmanship that once had them as a leading retailer… back in the day. I hope by providing this information, you can decide for yourself whether you and your family should remain as Sears credit card holders.
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5 comments
Mike_mn
#807578

That is an unrealistic expectation to impose on emplyees. You should all get together and contact an attorney to see if a class action lawsuit is applicable.

CustomersR1st
#772374

This is so true. I am also a sears employee.

I have seen coworkers with 35+ years in FIRED because they didn't *** enough people into signing up for credit cards.

I couldn't agree with you more.

:sigh

Anonymous
#768670

I, for one, am paying off my card and want nothing further to do we this store ever again. I have been a faithful cardholder for over 35 years and they tried to swindle me on an order that I never received but was charged for just the same.

this store is not the Sears we all knew and loved as kids and that our parents shopped at. They are greedy, rude and condescending and their merchandise is now substandard.

MikeBrady
#768552

Got fired didn't you? Either way, you are not revealing anything that shocking. ALL retail stores do the same.

sessa
#768590
@MikeBrady

I don't think it's fair to just assume she was fired. It is possible that she just feels bad for the role she played in this, it's not hard to find alot of complaints from people who ended up with Sears credit cards/Mastercards that they were not even aware they had signed up for.

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Review
#468673 Review #468673 is a subjective opinion of poster.
Service
Sears Replacement