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With Official Company Response

Update by user Jan 23, 2014

After weeks of fighting with CS and "Corporate" they continued telling me they did not take my money. Although, I had a copy of my bank statement in front of me with Sears Holding Corporations name on 3 separate charges. I honestly have never been treated so horribly...

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6 comments
Anonymous
#1517015

Ordered from Sears parts direct. They said it was in stock.

They billed me that day . It has been a month now. Still haven't received product. Told them to cancel order.

They said okay. Next day got email that said they could not cancel order. Then they gave a return authorization number. What good is that if they won't send me the product.

I have complained to them at least five times. Still no results. Their web site still says the part is in stock. Have complained about that four times.

They broke their contract with me when they liked about in being in stock. I want my money back.

I used to be a Sears customer. Not any more

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Review
#463964 Review #463964 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$150
Tags
  • Steals
With Official Company Response

SEARS - Customer (Dis)service

Update by user Jan 22, 2014

Sears eventually delivered the refrigerator in the right color on December 29. They took away the white refrigerator, which they will now have to sell as a used appliance.

Had they just changed the color number a week before the first scheduled delivery they would have saved a lot of time, grief, energy, and money.

I have to believe that, in this day of fantastic technology, someone can set up the program that will allow Sears to make a minor change like the one I requested with a few simple strokes on a keyboard. I hope that Sears will attempt to streamline the way they handle orders.

Original review posted by user Dec 14, 2013

SO annoyed with SEARS right now. On 12/2 I ordered an refrigerator from them as a Christmas gift for my mom. It was to be delivered on December 14. When I told her about it, she said she would rather have it in bisque rather than white. I immediately called and tried to get the color changed on the order. Customer service was not very interested in helping me. They said I could cancel the order and reorder it (at about $120 higher than the Cyber Monday price) or have mom take delivery and then send it back for the other color. (Is that idiotic or what?) I then wrote to customer service and received a return email advising me to call the delivery people directly. I did that immediately and explained my request. I was told someone would get back to me within 24 to 48 hours. I waited, and when no one called, I called again on Wednesday morning and explained my request to a different person. I was again assured that someone would call me. Again, no one called me and I phoned hem again yesterday morning. I was told that someone would call me within hours. Want to take a guess what happened? Or didn't happen? Today the refrigerator was delivered. In WHITE. I have already sent an email to their customer (dis)service department expressing my disgust. I don't plan on EVER buying another appliance or anything else from Sears again. They hire incompetent people/just don't care. Friends, if you can shop somewhere else, please do so. I would have ordered the fridge from ALBO in South Jersey, but they don't deliver to New York.
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5 comments
Anonymous
#760164

I am more than annoyed with Sears delivery service. I bought a refrigerator for a Christmas gift.

Delivery was scheduled 12/17/2013. They call 30 minutes before delivery and we needed 40 minutes to get there. Well the driver said they would stop back on their last delivery. I called Customer Service Delivery phone at least 9 times speaking to different employees.

One said oh yea they are on their way. That was at 4:00 p.m. and I have called the delivery service and the store up to 8:00 tonight. No delivery.

They would even hang up on me. They receive there money and we pay for delivery. This is the poorest customer service I have ever received. The store at Westland was great.

It is the delivery men and the answering service with the deliveries. This is the worse ever. I would never order anything from Sears again for delivery. I doubt that I would even shop there again.

I will get a refund and go elsewhere. The answer now is you will have to reschedule two weeks out. Well you know what I say to that ???? I paid a delivery fee for what?

You get nothing but a run around. It is a convenience for them and the do not serve customers well. It is understandable why they don't have a good reputation. The sad thing is it is a gift and now I have to look elsewhere.

Wouldn't have a Charge card with this company if they paid me. I paid cash and received the poorest service ever. I am extremely annoyed and it is sad to say you serve at your convenience and expect everyone to *** work and be at your convenience. Then to not show up after we were waiting.

Then the next call was oh well the driver done dropped off the frig. at the warehouse and they went home. Isn't that GREAT?? Wow.....

is all I can say at this point.

Such a shame!!! If you get anything from Sears do not use there delivery service it stinks!!!

SearsCares
Sears Response
#759868

goddesscait,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Kurt and I am a member of the Sears Cares Escalations team. We are sorry for the difficulties you have experienced with trying to receive the correct color refrigerator for you mom. We can truly understand how frustrating it can be not receiving the correct color after you were told your request would be honored. We would like the opportunity to speak with you to ensure this matter 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 (goddesscait), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Kurt M.

Anonymous
#758879

You should of ordered the correct one in the first place!, Buyer FAIL.

goddesscait
#760784
@***

If you read my post you would have seen that I ordered it as a surprise Christmas gift for my mother. It was only when I had to tell her that she would be getting a new fridge did I find out she had a color preference. If I knew she preferred the bisque beforehand, I WOULD HAVE ordered it that way.

Anonymous
#758874

That's a horrible thing to happen!

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Review
#463938 Review #463938 is a subjective opinion of poster.
Service
Sears Delivery Service
With Official Company Response
Do not order from Sears online. I tried to cancel an order made the same day and was told it could not be done until lit was "processed". I called the following day and customer service said the order was cancelled. Lie. I tried to deny the charge but the bank was not...
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3 comments
Anonymous
#765538

So right I responded to their company post and did not even get a response. That is a sinking ship for sure!

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Review
#463915 Review #463915 is a subjective opinion of poster.
Service
Sears Shipping Service
With Official Company Response

Sears in Ben Lomond, California - Postponed delivery three times

He I am waiting on a Saturday for sears to delivery my mattress. They wee supposed to deliver it last Saturday. I called at the end of the delivery time last Saturday for them to tell me it won't be until Sunday. Then on Sunday, the same thing, not till the following Saturday, which is today. Now, guess what? You got it, not until tommorrow. That makes four weekend days that I have waited at home on my only days off for a deliver yet hat was never to happen. And not once did sears tell me they were not going to deliver. I had to call them each time. Their service is non existence. I will never ever ever order anything from sears again.
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1 comment
SearsCares
Sears Response
#759878

Kennnnn,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Kurt and I am a member of the Sears Cares Escalations team. We are sorry for the difficulties you have experienced with the delivery of your mattress. We can truly understand how frustrating it can be having your delivery pushed back several times. We would like the opportunity to speak with you to ensure this matter 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 (Kennnnn), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Kurt M.

Social Media Moderator

Review
#463909 Review #463909 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears in Medford, Oregon - Lost a Great Customer Because of Fees

Sears has lost my business with lousy customer service and greedy fees. They talked me into getting a credit card (to save money) and then when I moved they didn't call me when a payment was overdue. I had to find out when they dinged my credit report. I then paid the balance and they continued to charge me fees and wouldn't correct that. They have lost my business forever! I am 54 years old and have shopped there forever and have a credit rating of 750-800 yet the lady I talked to didn't care if they lost my business forever over $50 in fees. Amazon.com, here I come.
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1 comment
Anonymous
#775121

Your issue is with citi bank, sears is only the name on rhe card, citi is the bank that backs the card.

Review
#463764 Review #463764 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$64
With Official Company Response

Sears in Elkridge, Maryland - 21+ days wait for refund

Sears deliberately, as a part of corporate policy, extends the time YOUR money remains in THEIR bank account. I presented a legitimate return. They accepted it, and told me to wait 7 to 10 days. No refund cleared my bank [I used a debit card] and 10 days later I called. I was told different excuses by different people, 7-10 BUSINESS days" and "7-10 days for us to process PLUS 7-10 for bank to process" "we are sending you a check" [which also has a multi-day float] "we sent the check to the delivery address, although we have your home address". After 30 minutes of being passed around, I asked for the supervisor, who, I was told "on break". I had no choice but to leave my number. I missed taking the call when it came in. The message did not address my question. I called back, and asked for the supervisor by name. Their phone system hung up on me. Although they are rude, I was never agitated. This return is in the thousands. It is 12/12, I need the money before Christmas, Sears is Scrooge.
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1 comment
SearsCares
Sears Response
#759885

Anonymous,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Kurt and I am a member of the Sears Cares Escalations team. We are sorry for the difficulties you have experienced with the return of your recent order. We can truly understand how frustrating it can be having to wait for a large sum of money to be refunded to you account. We would like the opportunity to speak with you to ensure this matter 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 (Anonymous463569), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Kurt M.

Social Media Moderator

Review
#463569 Review #463569 is a subjective opinion of poster.
Loss
$2100
I am very upset with Sears as an employee bec i feel like we have horrible customer service (and we do) i get upset bec my customers are upset that they been connected 7 different times. I use to work in Sears Winter Park Florida call center for customer service and...
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2 comments
Anonymous
#788271

Totally understand you just need another job

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Review
#463412 Review #463412 is a subjective opinion of poster.
Product
Sears Protection Plan

Sears in Tampa, Florida - Something

MY ORDER # 595988615 WAS TO BE DELIVERED DEC, 10 WAS CANCELLED, WAS RESCHEDULED FOR DEC. 12 AND WAS CANCELLED TOO. I BOUGHT THE CHAIR ON NOV. 21......WHAT IS WRONG WITH YO PEOPLE. I WILL THINK TWICE BEFORE I BUY FROM SEARS AGAIN. i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i.
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1 comment
Anonymous
#756955

Your first mistake was to expect any sort of service or support from Sears. Your only saving grace will be if you keep your word and never shop Sears again.

Review
#463311 Review #463311 is a subjective opinion of poster.

Sears, pakaging was plain terrible.

I just bought a $200 tool set for my boyfriend for christmas. When it got here the box was falling apart. You could tell they just taped up the rips in the box and sent it anyways. When I tried to pick the box up, a smaller box feel out of the bottom. There was no bubble wrap or any thing to keep it from bouncing around. And if that wasn't enough, the smaller box that actually contains the tools looked just as bad. I will have to find another one to put the tools in. I will never be a sears costumer again. I'm am pissed.
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1 comment
MikeBrady
#756902

Often the shipper will "repair" a box that is damaged so don't get pissed at Sears just yet. And no, you don't have to find something. Contact the shipper and Sears and one of them should take care of damages.

Review
#463309 Review #463309 is a subjective opinion of poster.
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...
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1 comment
Anonymous
#765543

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

Review
#463122 Review #463122 is a subjective opinion of poster.