hendrixjwh H
map-marker Woodbridge, New Jersey

Sears refuses to honor craftsman club advertised price

Sears refuses to honor craftsman club advertised price
Sears refuses to honor craftsman club advertised price - Image 2

Received an email from craftsman club on thursday reminding me that their sale ended saturday 4/13. The sale started on 4/7. I opened the email and clicked the link to website to view the sale items. On the site, there were probably 75-100 items on sale. I found a craftsman professional 60gal air compressor for a member price of 499.99 compared to their normal price of 729.99. I tried to place the order online on the last day of the sale 4/13 for the item but in the cart it showed the normal price of 729.99. I called customer service (multiple times) about the issue. Each time i was told that they "couldnt see" the 499.99 price in their "system". Despite my efforts to ask them to go onto their own website to see the item and price issue so that I could complete my purchase at that time, they refused. Instead, they insisted that i visit my local store with a print out of the email and webpage - where they assured me that the store would honor the price and complete the transaction. Well, after visiting the woodbridge store and discussing the issue with several associates and store managers, they said that if the craftsman web site had that price then they would honor it. So i showed them the printouts i had and then we used the in-store computer to view the item online. They confirmed the price for the item online and also tried to place the order with the same results that i had. So then the associate manager went to her boss to do the over ride in the store for the price match. But once the manager arrived, he decided that he didnt have to honor the price as he believed it was a pricing error and because "its not a price that we advertise in my store".

Now that I am posting this, i see that I am not alone as it seems a common theme for sears to advertise a price and then not honor it.

I used to be a huge craftsman fan - but with service and experiences like this - i have lost all faith in the brand.

I mean a craftsman warranty use to mean something. But if the dont honor their advertised prices now, who to say their warranty wont be the next thing they refuse to honor.

attached are the email and website from the day i tried to make the purchase.

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Loss:
$500
1 comment
Guest

Yep..In my area Sacramento the local Sears add offered a full size cross bed truck tool box for $125....All of the boxes in stock had been opened and the keys and mounting hardware removed....same at another store...The add expired and ...you guessed right.. All of the hardware was "located"....Done with Sears...I'll give my money to Lowes.

Company responded
Anonymous
map-marker Winchester, Massachusetts

!!!

purchased a refridge on layaway. made final payment. told delivery on 7/19/13. called delivery phone # for time. told refidge not being delivered "SYSTEM NOT UPDATED" WTF!!!! why do they have my $ and I don't have a refridge??? Maggie, NO LAST NAME, a supervisor, could not give me a delivery date. WHY...what kind of customer service is this??? I am extremly upset. my saleslip says delivery 7/19/13, so WHY am I not getting a refidge 7/19/13!!! What kind of rip-off is this? why can't they even answer my question...WHEN am I getting my delivery? SEARS SUCKS!! No web site for complaints either!
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Loss:
$800
2 comments
Guest

sears has suffered a decline in almost all areas of performance and reliablilty over past ten years, some new management approach to get the product sold and if the customer isn't satisfied there are a lot more out there that will still come, I used to be a big craftsman power tools buyer and even major appliances, but so many problems over last fifteen years made me stop expecting anything from sears so now its Costco for about everything and no complaints on washers, frig, tires, batteries, eyeglasses, and auto work. seems like Costco hasn't found out that they can squeeze an extra penny out of a dollar profit by screwing over the customer like sears has, hope they don't ever either, but that's wishful thinking.

David Rde
Sears Response

Dear Anonymous,

My name is Edwin and I work with the Sears Social Media Escalations team. We’re sorry to hear about the delivery problems encountered with your refrigerator layaway delivery and the level of customer service rendered when you reached out trying to find out about it. We’d like to look into this on your behalf to make sure you’re taken care of in a timely manner. Please send the following information – contact #, screen name (Anonymous430824), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward talking to you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

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Company responded
Safaa Wfu

HOT WATER HEATER NIGHTMARE!!

We have had the most horrific experience anyone could imagine with Sears.com We ordered a hot water heater. Were told it would be delivered on 5/18/13. We confirmed this 2 days prior to the install. The day before the install, the installer called and stated that the hot water heater would not be delivered, because it was on back order. Thanks for letting us know when we ordered online!! We would have ordered from someone else! Anyhow, we were told it would be installed on 5/23/13. Then for reasons unknown to us, Sears took it upon themselves to cancel our order. Without our permission. So then when we called to check, we actually had to RE-ORDER again! Then we were told we can't get the hot water heater until 5/24. Then, we checked our bank account and Sears charged us FOUR TIMES for the water heater!! And only credited us twice! And after being on the phone for FOUR AND A HALF HOURS we were told we'd have the instillation fee credited for our "inconvenience", well they credited us a whopping 30 bucks. The fee was $239.99. So we had to get on the phone AGAIN. Finally we were told today that the extra charge for the water heater, as well as the instillation fee would be credited to us... in 3-5 DAYS!! OMG!! And the case manager on the phone was very unsympathetic. So now, we still don't have any hot water, and we have 3 children all under 3 years of age. We just moved to a new home in a new city and have no family/etc. here... (And now no money either). My wife is in tears. It's been beyond horrific. We'll NEVER EVER EVER buy from Sears.com again. And we encourage others to STAY AWAY from Sears!!
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Loss:
$1300
3 comments
David Rde
Sears Response

Dear srochester1,

Please accept our apologies for the troubling experience surrounding your water heater. It is our goal at Sears to provide our customers with the highest quality of products and service. I am sorry that we disappointed you. Since apologies don’t resolve your problems, we like to speak to you and provide you with any necessary assistance to make sure this issue is resolved. Please send the following information – contact #, screen name (srochester1) and the phone # used at time of purchase to smadvisor@searshc.com. We look forward talking to you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Guest

Why are you Heating your HOT WATER? It is called a Water Heater!!!

Guest
reply icon Replying to comment of Guest-653320

Oh shut up. No one is paying any attention to YOU.

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Company responded
Anonymous

Refund

Washer rods broke in my washer. Called Service technician out who came on 5/17/13.

He did not show a warranty. Therefore, requested payment of $234.09 which I wrote the check out for that amount. 5/18/13 a warranty representative called to renew warranty on my washer that was about to expire 5/28/13. Come to find out that my warranty was not transferred from previous replaced washer to new replacement washer.

5/20/13 my check cleared the bank. Spoke to a representative in Customer solutions who supposedly corrected the warranty error and created case # 143**** for a 24-48 hour review process and 7-10 business days for refund to be issued. 6/11/13 15 business days later excluding the Memorial Day holiday, still no refund. Called Customer Solutions spoke to a representative who did not see any notes or updates since my initial call on 5/20/13.

She was going to research and call back. 3.5 hours later still no call back. I called back and got another representative who at first tried to "blow me off" for another 24-48 hours which didn't settle to well with me. The only thing she could do was create another case #148**** and it should be looked at within the next two hours.

Asked about escalation but she stated that her manager would probably tell me the same thing.

How can they take and cash your money so quickly but can't seem to refund you money even in the time frame they quote? Never will do business with Sears again.

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Loss:
$234
1 comment
David Rde
Sears Response

Dear Anonymous,

Please accept our apologies for the delay in your refund for repair services on your washer. We certainly understand your frustration and concern with not receiving this refund and would like to speak with you further regarding this situation. My name is Susan with Sears Social Media Support Escalations team. We want you to know that we value your business very much and want to make sure that everything that can be done to help you is being done. 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 I have assigned to reference your post (Anonymous417382), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Company responded
Laith Ahn
map-marker Massapequa, New York

INCOMPETENCE

THIS IS PART 2 OF THE ORIGINAL COMPLAINT MADE ON THIS SITE APRIL SUNDAY, APRIL 28TH, 2013. LAST REPORT ENDED WITH NO DELIVERY, NO REASON, NO APPLIANCES. SINCE THAT TIME A VERY WELL MEANING AND SEEMINGLY COMPETENT DEPARTMENT MANAGER FROM THE MASSAPEQUA STORE ATTEMPTED TO RIGHT THIS DEBACLE. HE OFFERED WHAT SEEMED AT THE TIME TO BE A MODEST BUT WELL INTENTIONED COMPENSATION AND ATTEMPTED TO COMMUNICATE ( THIS WAS ALL ON A SUNDAY WITH THE WAREHOUSE, DELIVERY SERVICE AND CORPORATE. IT SHOULD BE NOTED HE CALLED THE DELIVERY MANAGER THAT MANAGER'S CELL PHONE AND THAT MANAGER NEVER ANSWERED OR CALLED HIM BACK. THIS IS NOTEWORTHY, AS I FOUND OUT LATER THAT THE SYSTEM HAD CRASHED AND ALL THE DELIVERIES FOR THE DAY WERE IN CHAOS. ALSO, CORPORATE NEVER RESPONDED TO THIS STORE DEPARTMENT MANAGER WHO WAS CLEAR ABOUT HAVING A SERIOUS CUSTOMER SERVICE ISSUE THAT HE NEEDED HELP WITH. THE WELL MEANING DEPT MANAGER SAID HE WOULD BE IN EARLY THE NEXT MORNING AND WOULD CONTACT ME WITH A DEFINITE PLAN. I AGREED TO WAIT BECAUSE HE WAS ACTUALLY TRYING TO RESOLVE THIS MESS AND HE WAS MOVING FORWARD IN AN ORGANIZED PROFESSIONAL MANNER. THE NEXT MORNING, AS PROMISED, HE CALLED. HE HAD A FIRM DELIVERY DATE FOR THAT TUESDAY MORNING BETWEEN THE HOURS OF 7:45 AM AND 9:45AM. HE ALSO CALLED THE WAREHOUSE TO DOUBLE AND TRIPLE CHECK THAT BOTH APPLIANCES WERE IN AND READY TO LOAD AND DELIVER .HE WAS TOLD THEY WERE. ON MONDAY EVENING, AS IS THEIR PRACTICE, SEARS CALLED ME, NOT ONCE,BUT 3 TIMES,TO CONFIRM THE DELIVERY.I AGAIN, RE-ARRANGED MY WORK ETC.TO ACCOMMODATE THE TIME LINE. IT IS TUESDAY MORNING AND I RECEIVED A PHONE CALL FROM SEARS DELIVERY AT 7:06 AM EST TO TELL ME THEY ARE IN FACT UNABLE TO DELIVER THE WASHER.I HUNG UP ON THEM. THIS IS A PRACTICAL JOKE... RIGHT ????
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2 comments
Guest

Don't waste your time with this person. You will only get more frustrated.

David Rde
Sears Response

Ppissyotis,

I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I am truly sorry for the troubles you have experienced delivery of your appliances. Per our records, we recently reached out to you on 04/29/2013 on this site. As of yet, we have not received your contact information. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the appliances were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (ppissyotis) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

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Company responded
Anonymous
map-marker San Francisco, California

Customer Service via Telephone

After a major appliance purchase (last night), I needed information for a product recycle rebate. Over a period of one hour and four disconnections after explaining my issue each time, I finally was able to solve my problem. While I am most happy with the sales rep, and have been a happy Sears customer in the past, the telephone circus I had to wade through was gravely unprofessional. With one exception, the reps I had spoken with were robotic, uncaring and wholly unable to care for my problem. Worst however, was the extremely long delays leading to the inevitable disconnection. I have been a customer for over 40 years, but I am finished with them. Many things are forgivable, but when customer service fails, the whole purpose of buying from a brick and mortar store is compromised. I'll be looking for the best deals online hereafter.
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3 comments
Guest

I tend to agree with you. They even skirt the boundaries of the law from what I have seen and what has been done to us as well. It is way beyond discussion at this point and it is time to find another place that will honor their product and their customer.

David Rde
Sears Response

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the less than stellar customer service you received while reaching out for assistance with your rebate. We would like the chance to discuss this matter in more detail with you, and ensure that your concerns are addressed properly. Please send the following information – contact #, s the screen name that I have assigned you (Anonymous426436 ), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Guest

After this current ordeal that I have had with my refrigerator & Sears customer service, I will never ever ever return to sears or buy any Sears brand and will constantly encourage others away from them too. There are many other brands and companies out there that provide better products and actually back their service. Sears call centers are absolutely horrible and are a perfect example of a failed system.

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Company responded
Anonymous
map-marker San Francisco, California

Sears Mattress

I bought a Posturepedic mattress from sears at the end of 2008. We were told it would hold for at least ten years. We also bought the warranty with it. About a year ago it started to sink on both the right side and left. It sank so bad my husband back would hurt until he could not sleep in the bed any more. He has slept on the floor ever since(5 months) we started to call sears to see if they will replace our mattress.The first call was sent to another country.The customer service person could not speak English.It took months before I got the answer to send photos. After sending the photos, sears said "they never received them".Then Sear said "they had a company who can come take the picture". I never received a call from sears or an e-mail about the out come. I called Sears today (6/28/13) to find out what happen and this was the responds. NO! because my mattress had a stain on it.I would never again buy any kind of furniture from Sears and I lost $1300 and my husband is still sleeping on the floor. We can not afford to buy another mattress.All the warranty you purchase is more for the company not the consumer. I asked for them to send me the photos and I was denied. Can anyone give me some advise to see what I can do about this. DO NOT BUY ANY MATTRESS FROM SEARS!
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Loss:
$1336
1 comment
David Rde
Sears Response

Dear Anonymous,

We apologize for the troubles you’ve been having with your mattress and the level of customer service you’ve received when you reached out for assistance. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like to look into this further and provide you any assistance deemed necessary in getting this issue resolved. Please send the following information – contact #, screen name (Anonymous424325), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you

Edwin C.

Social Media Moderator

Sears Social Media Support

Company responded
Anonymous
map-marker New York, New York

Kenmore Elite fridge

$2000.00 fridge 4 yrs old quit working , called sears service dept 12 days was the next available app , not good when it's 90 degrees outside , spent over $4000.00 on new appliances there when remodled kitchen and this is the kind of service you get , I will not buy from Sears anymore , so had another guy come to fix it and said that one of the lines was broke on the condensor , said it was just detearated , I said it's only 4 years old and he said i know thay don't build anything like the use to , I thought Kenmore was suppose to be top of line stuff , quess I was wrong , why to thay name the Elite .?????
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1 comment
David Rde
Sears Response

Anonymous430816,

We apologize for failing to meet your expectations with your refrigerator repair. We truly understand the inconvenience this situation has caused you. My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and wanted to offer some assistance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to restore your faith in Sears. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous430816) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Ieesha Mas
map-marker Auburn, Georgia

Sears 5 Year Warranty Service is a SCAM!

Bought front load washer and dryer, and then $600 of 5 year service warranty. Told you get one free preventative service call each calendar year. Each service has been to run the machines through a quickie cycle to check function, and vacuum out excess lint in dryer. Each of the past three years, I explained occasional grease on clothes, they didn't "see" anything, so couldn't dismantle to check bearings or anything else. This is the last year of warranty, but can't get service because even though it's a new calendar year, it's been less than 1 year since my previous service. Unless you schedule service in advance on the anniversary of purchases, you'll automatically lose one year of PM. SCAM, SCAM, SCAM..... Won't ever purchase from Sears again.... EVER!!
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Loss:
$600
4 comments
Guest

You shouldn't have had to fight for SERVICE which is not preventative maintenance. And yes preventative maintenance is joke. They should be pulling panels and dry vacuming the interior if nothing else. Dust and lint can block air and lead to heat issues. They should be looking for leaks even including motor fluid leaks. They should be checking belts for fraying. But just turning it on-oh please.

There is pressure to sell those agreements and there is pressure for productivity. But that is Sears problem along with the managers and tech to meet certain quotas, goals or numbers.

Around here there enough appliance repair places I could've gotten at least 3 service calls for 600 dollars. When every you buy a big ticket appliance assume you will be asked to buy their insurance. Before you buy shop actual repair prices and service calls in your area. Also most manufacturers give you a one year warranty which includes service.

Guest

Here's my reply to SMAdvisor:

We purchased this set used, and called Sears to verify the warranty could be transferred prior to our purchase. We've had 3 PM service maintenance visits since we bought this set used. It was explained to us that we get one call each calendar year, the Sears associate we spoke with specifically said one each year between Jan 1st - Dec 31st.. nothing about 1 year between calls.

After our purchase, we realized why the previous owners sold it... it retains a mildew smell. We researched that issue through online resources, and found it's due to water having no way to evaporate when the unit remains closed after use.

Our main issues are as follows:

1) We bought this set, to find out it has mildew odors if left closed after use. Our 1st service visit explained we should d leave the door open and run Afresh once a month.

** With kids and pets around the house, we shouldn't need to leave an appliance open for unattended periods of time.

** Running the Afresh only adds expense in materials, water and electrical use etc... rather minimizing any energy saving technology or savings.

2) Our "Preventative Maintenance" didn't serve to do any preventative maintenance other than cleaning some lint from the dryer. The units were put through simulated use (abbreviated cycles) and that was it. Even after explaining during all 3 technician visits, that we've had grease stains on 2-3 occasions during the year (each and every year and each and every technician) we were told they won't "open" the unit to inspect bearings etc unless they see or hear something. We also told them we've had some small water leaks under the washer, but nothing major. We were told it could be from when we leave the door open after use, but we explained we noticed the water during operations and prior to the "opening to dry out" phase...

We also requested they inspect the spider bracket and drum assembly, as there seems to be a predominant issue with failure on those items, and again we were told they don't "inspect" for issues, they only repair what they see or hear that might be a problem.

3) We expected better "maintenance" from our $500 service investment. No such thing as lube or belt replacements.

We had considered filing under the "3 strikes" lemon issue, but any time we've spoken with associates or techs, we've had only negative feedback.

I've made two other attempts to speak with Sears associates and found it to be an exercise in frustration, simply a waste of time communicating with corporate pawns that offer no remedy or satisfaction.

It seems Sears policies have changed to all profit at the expense of consumers, and no sincere interest in craftsmanship, quality, and customer satisfaction. Sure they might "advertise" that they care, but it's simply marketing jargon to get to our wallets.

Guest
reply icon Replying to comment of Guest-677312

**** Update...

In fairness to Sears...

I sent the reply to SMAdvior, and received a phone call within an hour.

They are sending a technician to do a service call next Tuesday (which still happens to be under the warranty date).

I will follow up with what services the technician performs... I'll even try to post video of the entire service call. :roll

Guest

Dear GawgaDave,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry to hear that you feel cheated by the protect agreement that covers your washer and dryer. We would like the chance to look into the concerns that you have brought to our attention, and see what we can do to help. Please send the following information – contact #, screen name (GawgaDave), phone # used at time of purchase to smadvisor@***.com. We do look forward to speaking with you soon!

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

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Company responded
Anonymous
map-marker Saint Peters, Missouri

Poor Warranty Service

Dishwasher went out in June. Was told it would be two weeks before service. Serviceman late although he did call. Wrong part was sent so emergency order would take until July 26 but could not install until sometime in August due to being booked up. This will be two months before repair. This has happened previously on a stove.Sears is anxious to sell a Warranty but cannot back up service. I have bought Sears appliances for over forty years but no more.Previously when this happened on Kitchen Stove we ended up calling outside repair and it was fixed same day.
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Loss:
$150
1 comment
David Rde
Sears Response

Anonymous430665,

I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. We are truly sorry for the troubles you have experienced with your dishwasher repair and the level of customer service you have received. We can how frustrating having to wait so long to have dishwasher repaired because the wrong pair was ordered. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and ensure that your needs are met to your satisfaction. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the dishwasher is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous430655) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Company responded
Anonymous
map-marker College Park, Maryland

Refused exchange of boxspring that returned with Sears delivery when delivery didn't fit in house

We took delivery of a Queen bed #0826378**** , box spring #0826372**** and metal frame #0821691**** from Sears delivery. The box spring would not fit past the entry way/up the stairs. The delivery personnel called Sears and spoke on the phone with an operator to get a number code for his sign-off of the situation; the phone operator also asked to speak to me. She told me that the driver would take away the current single box spring and I was to call the next day a number she gave me and a sales representative would make arrangements for an exchange and for a new delivery. I called the next day and the phone call was dropped twice, after lengthy conversations. I was not called back. A third call I then made lasted an hour and a half, and went through several agents and a manager, and included several departments. Finally that call dropped. I was then called by Sears Recovery by Alicia --888-303-****. When I returned that call to Alicia, Jason took the call and over another hour and 15 min. phone call, including a conference call with ordering on the line, I was told that they could not help me because I didn't still have the box spring in my house so they couldn't do an exchange, even though I had been told by the Sears representative and the drivers that that is what would happen. I was told that if I had redelivery of the box spring that wouldn't fit, they then could do an exchange once the mattress was back in the house, but because their records couldn't account for what I had paid, they weren't sure how much I would either owe or get credited in an exchange even if we were to try such a convoluted exercise. There was also much puzzlement and disagreement in the Recovery Department over what I had originally paid -- Jason's Recovery department records showed one amount, which was $3000 or so more than what I actually paid and what the ordering department on the conference call said I had paid (there was also a difference -- although less significant -- between the amount showed on my order form and what ordering had on its form). The box spring which had been taken back on the Sears truck also couldn't be found in the Recovery department records as being put back in their system, so Jason said Sears couldn't credit me for that until the computers "found" it, whenever that would be. Jason offered me a $100 gift card and then later offered me a $250 gift card -- which sounds nice, until it became clear that those gift cards wouldn't come close to making up the difference he said I would have to pay between the box spring I had bought and needed to return (and did return) and the split box springs I needed, in large measure because he wouldn't honor the bundled mattress/box spring package . And since Sears couldn't credit me (at least yet) for the box spring that I had already bought, there was no clarity on what I would owe even if I were to buy the split box spring outright -- except Jason guessed it would be close to $700 because he would consider my having bought the mattress and box springs separately. Sears would not honor the bundled price that I had been given, and in fact could not account for the price that I had been given. Later in the phone call Jason stopped mentioning a $250 gift card, but did offer again a $100 gift card. I repeatedly said that I was not interested in gift cards especially if I ended up owing Sears money, but just wanted what I had been told would happen: a split box spring of the same make and model to replace the single box spring that had attempted to be delivered. This all started when I visited the White Oak, MD location and with the advice of the store clerk went online to complete because of an online 10% discount. The clerk was very helpful; we had just purchased in-store an LG washer and dryer, a microwave and Kenmore vacuum. What would you like the business to do to resolve your complaint? (This is from the site of Maryland's Attorney General...) I would like the exchange of the returned box spring to be honored, and I would like Sears to treat their customers better. Ordering the bed in the first place and trying to get their advertised package was difficult; now trying to return/exchange the box spring has been a nightmare. I grew up with Sears, and like their products and many of their sales staff, but think their customer service is so bad I will never return.
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Loss:
$747
1 comment
David Rde
Sears Response

Dear Anonymous,

Please accept our apologies for any inconvenience, and frustration you’ve encountered with your mattress delivery. We are so sorry that you had to go through this terrible experience with your new purchase. We know that you spent a lot of money, and were expecting the delivery to go well. We value you as a Sears customer and we would appreciate the opportunity to speak to you about this further. 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 (Anonymous386119) for reference to your post 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

Company responded
Anonymous
map-marker Washington, District Of Columbia

It's a joke

This is a follow-up to my lousy Sears-provided Samsung fridge. 4th repair appt, never showed and then said I canceled it!! Rescheduled for Monday morning 8-12, because that was the only time they had. Did I get a repairman? No, I got a series of phone calls telling me I needed to call Samsung myself, despite the fact that my warranty is with Sears. Now they want to schedule me for yet another time -- this would be my 5th! I will wash my clothes on a rock and hang them from a tree to dry before I would buy any product from Sears again.
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1 comment
David Rde
Sears Response

Dear Anonymous425021,

Hello, my name is Liz and I am with the Sears Cares escalations team. We are terribly sorry for the troubles you have been experiencing surrounding the repair of your refrigerator. Please be assured that this certainly is not the level of service we strive to provide our customers. From your post we can see that we certainly have let you down. We would like the opportunity to speak with you to ensure the issues with your delivery are 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 I have assigned to reference your post (Anonymous425021), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Company responded
Anonymous
map-marker Philadelphia, Pennsylvania

Customer who was ripped off from sears

I bought an item for 42.39. and tried to get a refund the same day. They had problems with the cash regester, so they told me they would void out the transaction. It still showed up on my bill when I went on line as a purchase I gave them 42.39 for something I never got. I have been butting heads with the people at sears about this and have gotten no where. This is not the first time that I have had a problem with sears. There have been numerous times I have regreted ever doing bussiness with them.
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Loss:
$42
1 comment
David Rde
Sears Response

Dear Anonymous,

My name is Edwin and I work with the Sears Social Media Escalations team. Please accept our sincerest apologies for level of customer service rendered when you reached out for assistance in reference to your refund. We’d like to talk to you to see how we can be of help in this matter. Please send the following information – contact #, screen name (Anonymous430025), phone # used at time of purchase to smadvisor@searshc.com. We look forward hearing from you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Anonymous
map-marker Danville, Vermont

Sears Did Not Deliver

I purchased a mattress during Sears's July mattress sale. I purchased it 3 weeks in advance of the delivery date. I was contacted the day before with a 5:30-7:30 window. I waited until 8:00 before contacting Sears. Over the next hour, I would talk to 3 different people, speaking three dialects of English, about my order. The first CSR offered to "reschedule" the delivery three weeks from the original delivery date. I'm moving next week, so that wasn't an option. He went straight to cancelling, but told me I'd have to call a special number for a shipping refund. I called that number and explained that I wanted the mattress, not a refund. That person told me they would connect me to delivery and work this out. She basically passed me off on the next CSR who had no idea. This third CSR said they would schedule my delivery for within the week and I would get a call in 24 hours. Neighbors informed me that two gentlemen arrived at 10:30 that night in a Sears van and were banging and kicking the door, and screaming loudly outside. I called Sears tonight to convey this complaint and inquire about my order and was told the warehouse cancelled the order, and that I would need to contact a different number about a shipping refund. Caveat emptor. This one experience with Sears is enough for me to avoid them in the future. I will also be filing a small claims action against them to mitigate the price of the same mattress that I will have to purchase elsewhere.
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Loss:
$450
1 comment
Guest

Dear Anonymous ,

My name is Dee M. with Sears Cares and we want to offer our assistance regarding your recent mattress purchase/delivery experience with us. We are so very sorry to hear about what took place with our delivery team and we would like to address this matter with you. Please send the following information – contact #, screen name (Anonymous 432659), phone # used at time of purchase to smadvisor@***.com . We value your Sears loyalty and look forward to speaking with you soon.

Thank you,

Dee M

Social Media Moderator

Sears Social Media Support

Company responded
Anonymous
map-marker Kennewick, Washington

Sears Range is dangerously underdesigned

My 38 month old Sears range burned out the contacts to the heating elements. This should *rarely* happen on a properly designed range, and then only after 15 or 20 years. Fortunately we had purchased an extended warranty, so the problem will be repaired eventually. The repairman said that you should always get the extended warranty since these appliances are not built like they used to be. So: The appliances are built to fail. When shopping, factor in the cost of extended warranties, risk of fire, and occasional lengthy down time. Sears built its reputation on quality. What a joke!
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1 comment
David Rde
Sears Response

Dear Anonymous,

We’re sorry for the troubles you’ve encountered with your range heating elements. My name is Edwin and I’m with the Sears Cares Social Media Support team. If further assistance is needed, we’ll be happy to speak with you and have one of our dedicated case managers contact you in order to ensure proper resolution for the repair of your range. Please send the following information – contact #, screen name (Anonymous428264) 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

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