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With Official Company Response
I bought a Service Smart Agreement from Sears to fix our four-year-old refrigerator. Three and a half weeks, countless phone calls, four tech visits, and a million rude reps later, our issues are still unresolved. From the call rep who drastically misrepresented the...
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2 comments
Anonymous
#765630

Don't be fooled by the "Sears so called cares " team

They will try to offer you a 25 dollar gift card to,shut you up and then not deliver when they promise to. Don't get our hopes up.

You can't get blood out of a turnip as ?Sears is in debt 2.8 BILLION dollars and isn't going to GIVE anything to anyone. They are in survival mode and is getting away with stealing, cheating and lying when there is any kind of a problem.

The only solution is legal action. GOOD LUCK

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Review
#457098 Review #457098 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1875
Letter to Sears regarding abuse: ATTORNEYS AT LAW ESTABLISHED 1.943 April 4, 2007 Via Fedex Mr. Aylwin Lewis Chief Executive Officer Sears Holdings Corporation 3333 Beverly Road Hofi-nann Estates, IL 60179 Re: Unit # 8307 Melville, New York David Anobile Physical,...
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3 comments
Anonymous
#766454

Go to the eeoc and file a complaint they might just pay the lawyer for you also i am sure there are laws that can protect them do your homework with less than a hour online i bet you can find free resorces to help you and if your attorney could not do this i surely would not hire them again

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Review
#456746 Review #456746 is a subjective opinion of poster.
verbal, physical and mental abuse to a learning disabled man reported daily, two letters from attorneys never even responded. trying to copy the pdf letters from attorneys. Here is the first letter, which went unanswered. ATTORNEYS AT LAW ESTABLISHED 1.943 April 4,...
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2 comments
Anonymous
#747296

This seems to be the "new" sears, unfortunately.

All the abusers should be fired. I don't understand why they were not.

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Review
#456743 Review #456743 is a subjective opinion of poster.
With Official Company Response

Sears in Cedar Hill, Texas - Kardasian leggings

So the customer service freaking sucks. I got my legging a large the packing said large but the product was really a small.The people are from another country and don't care about customer service. I called In 3 times about my purchase. The first time the lady took all my card info and I never received my confirmation. The second time the lady was very rude and told me to give my product to someone who could wear the them. Omg I hate sears and will never order anything offline again. And sears need to fix their customer service.
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3 comments
Anonymous
#747299

Do these Sears employees actually MONITOR this website?

Amazing.......not in a good way. Just like BIG BROTHER.

Anonymous
#749341
@Al

Wouldn't you monitor a website where your customers complained about your service? Either to improve, or to get them to shut up?

SearsCares
Sears Response
#740076

Anonymous456604,

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 you’re your recent online order. We can truly understand how frustrating it can be not receiving the correct size of leggings that you ordered. 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 (Anonymous456604), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Kurt M.

Social Media Moderator

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Review
#456604 Review #456604 is a subjective opinion of poster.
Loss
$30
With Official Company Response

Sears in Landing, New Jersey - Bought a Kenmore chest freezer < 2 years ago; unit failed can't get replacement parts

What is up with Sears/Kenmore? Over the past 5 years we have had two cases where we purchased items from Sears/KMart - a Whirlpool dryer and a Kenmore chest freezer both of which *** out within 2 years of purchase. We paid A & E in both cases only to find out that the replacement parts/labor would be > than the original purchase or else the replacement part is not available. Why doesn't Sears/Kenmore be truthful and just say that they sell old junk that is going to fail and can;t be repaired so you better buy the extended warrantee? Calling the Sears Customer Solutions Center was a total waste of time. Never again will I buy an appliance from Sears or KMart. Try PCRichards who service/support their products. This freezer unit is Kenmore model #5519702010 purchased from KMart during the summer of 2011. After checking the Mfr date (11-04) I am coming to the realization that KMart is selling old junk that is not repairable. The compressor/motor is good; the start capacitor is good; the start relay is bad and only comes as as a conversion ***'y but this itself is NLA (not longer available). For lack of a 2" square component the rest of teh unit is now going to the recycling center. To add further umbrage to this customer experience, instead of $80.25 for the service call which was discussed and agreed to for the diagnostic test, the credit card charge came up as $105.93 (which I will dispute). The A & E tech could only mumble that duh, man, that was how the charge came up and I can't reverse it. Then he left rather quickly and the freezer wasn;t completely put back together. Did I mention that the 6.5 cu ft freezer only cost around $200.00?
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2 comments
SearsCares
Sears Response
#738763

Hi Anonymous,

Please pardon our mistake; we are reaching out concerning your chest freezer. We appreciate you taking time to post about your chest freezer repair occurrences; we definitely understand how challenging this has been. We can assure you; for many years Sears has provided high quality products with superior member services and we apologize we didn’t live up to this reputation concerning your chest freezer. My name is Brian, and I am a member of the Sears Cares Social Media Support team. I am reaching out to you to offer our assistance. We would like the opportunity to speak with you to see what options are available concerning your chest freezer repair. 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 to reference your post (anonymous 455941), to smadvisor@searshc.com and a case manager will contact you directly. Again, we’re sorry for the inconvenience and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

SearsCares
Sears Response
#738759

Hi Anonymous,

We appreciate you taking time to post about your washer repair occurrences; we definitely understand how challenging this has been. We can assure you; for many years Sears has provided high quality products with superior member services and we apologize we didn’t live up to this reputation concerning your washer. My name is Brian, and I am a member of the Sears Cares Social Media Support team. I am reaching out to you to offer our assistance. We would like the opportunity to speak with you to see what options are available concerning your washer repair. 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 to reference your post (anonymous 455941), to smadvisor@searshc.com and a case manager will contact you directly. Again, we’re sorry for the inconvenience and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

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Review
#455941 Review #455941 is a subjective opinion of poster.
Loss
$300
With Official Company Response

Sears Order fulfillment

Update by user Nov 15, 2013

Some guy named Brian from SearsCares asked for the details about the contact information so that they can reach me. which never happened, the name should be changed from "SearsCares" to "SearsDoNotCares".

Original review posted by user Nov 04, 2013

I placed order for one health equipment online and i got the confirmation that order has been received. After couple of hours i received another mail saying "order cancelled, Out of Stock". When I checked online it is still showing the stock available and ready for placing other order. I reached out to Customer Service, but they were not able to explain neither able to resolve what went wrong where. I am not sure who will help or know the better inventory / stock than Sears employee. They seemed lost with this issue of stock, showing online available and cancelled order.
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1 comment
SearsCares
Sears Response
#738741

Hi sans424,

Thank you for posting concerning your recent online purchase experience, we can see how this has been a confusing and inconvenient matter for you. Online stock quantity is often based on projected product availability which is provided by the vendor, not physical stock in a warehouse. My name is Brian and I am a member of the Sears Cares Social Media Support team. After reading your post I would like to offer our assistance. We would be more than happy to put you in contact with a dedicated case manager for further assistance. 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 to reference your post (sans424), to smadvisor@searshc.com and a case manager will contact you directly. Again, thanks for posting about this confusing matter and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

Review
#455853 Review #455853 is a subjective opinion of poster.
Loss
$397

Sears Western Hill Cincinnati Customer Service

Planned to buy treadmill and after doing some research online found that Sears Western Hill Store (6000 Glenaway Ave, Cincinnati, OH) has 2 Proform treadmill on sale. Called the store and got the confirmation that still available. Drove to the store and found out that 1 was sold yesterday and 1 between the time I called and made to the store. Checked with store rep that it was told me to 2 are available, but now I am hearing different story that 1 was sold yesterday. And Sears website is still showing both available (while I am writing this). The store rep tried to honor the online and reached out to supervisor for the price match on the next model available, but no luck. Just saw the attitude from the supervisor, if you want to buy this one, buy at full price or.....
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1 comment
Anonymous
#769462

We will all be much better served when Sears closes it's doors for good. To hurt good intentioned people and use them for their money is a travesty. I don't understand why the legal system can't shut their doors FOR them with compensation for all the hurt and losses they have caused.

Review
#455702 Review #455702 is a subjective opinion of poster.
Product
Sears Website
Loss
$100
Tags
  • Sears bad customer service

Sears in Thornton, Colorado - Shop your way rewards scam

Bought a 60 inch LCD made by Sharp in September of 2013. It developed a defect within 30 days. Called Sears and they advised that we had to contact SHARP. Contacted SHARP and they did some troubleshooting and made a new case file. That was the last that we heard from them. Ended up taking it back and exchanging it for another one of the same make and model. Sears tried to put an extended warranty on the sale. They said that they wanted to apply the cash rewards to the warranty. We declined the warranty and they advised that they points would post to the account. The points never posted. We called customer service for shop your way and they have no record of the transaction! We have the receipts. The dates dont match. They only show the return of the defective set. Nothing on the new one. IT appears that Sears retail pulled a fast one on their end to not award the points. Customer service said we have to take this up with the store.
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3 comments
Anonymous
#761638

I have been trying for a month to use my points at Sears but no one can tell me how much i have in points or how to use them.

eyecue_two
#752235

So it turns out that the store could not balance their register when they had shown the sale of the new television as opposed to an exchange. They had to cancel the whole transaction and void it and make a new one.

This happened the next day so the points are there, they just dont show as linked to the original transaction.

Also the receipt that we have is not linked to anything.

Anonymous
#737130

What the *** is Reward Points????????? Thats the biggest bull I ever heard.

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Review
#455574 Review #455574 is a subjective opinion of poster.
Loss
$100
Tags
  • Rewards card points
With Official Company Response

Buying an appliance or any high price item from Sears is a disaster!!Beware!!!

Update by user Nov 06, 2013

Just was told today that my refund should be back in my account by November 22nd!! On an order placed and cancelled same day on October 18th!!

Please don't any one give them your money!! You will be sorry like me!!

They are a despicable and dishonest mess now--not even close to the iconic and reputable American company that Sears once was.

Original review posted by user Nov 02, 2013

I bought a $1700 refrigerator online at Sears on Friday October 18th and realized very soon afterwards that I had accidentally ordered white instead of stainless. I called within hours of the online purchase and was told that I could not just make a simple exchange and pay the $90 difference, but that I had to cancel that order and place a new one. That would have been fine except they said it would take 7 to 10 days to get the refund of my $1700 (which I stupidly had paid for with my debit card and not a credit card!). I explained to several people at Sears customer service that I could not and would not give them ANOTHER $1800 to get ONE refrigerator, and that any store should be able to simply reverse or cancel the charge and put it back to my card so I could buy something else. I even drove to a Sears store and tried to get them to help me do this but with no success. So I cancelled the order and bought the refrigerator online at Lowe's (a wonderful experience from start to finish). I then wasted more time talking to several people at Sears customer service to try to get my money back in a reasonable amount of time. I was finally told that the best they could do because by then it was after bankers hours on Friday, was to get my refund processed on the following Monday--October, 21st. I was told today that this person LIED to me "because Sears has NO POSSIBLE WAY to alter their 7 to 10 business day refund policy". This was a credit card transaction in 2013!! Even a Mom and Pop convenience store is able to void, refund or cancel a credit card transaction, but Sears has no way to do that!!!! REALLY???? BEWARE!!!) If they had not lied to me and I had known this I would have simply called my bank and told them to stop payment on the transaction (which did not actually get debited from my account by Sears until October 22nd anyway!!). It is now PAST the 10 business days from the time I cancelled the order (which was October 18th so 10 business days was November 1st and it's November 2nd) and I STILL don't have my $1700 back!!! I called today and was told that "they were sorry" and they would have someone investigate why I haven't gotten my money back Monday (because it is the weekend and no one can do that on a weekend) and they should know something in 3-5 business days. I now know that Sears is a horrible sinking ship of a company and making a major purchase from them is an incredibly *** thing to do!! The only consolation I have (or will have when I finally get my money back) is that I did NOT actually end up buying an appliance from them!! I of course will NEVER buy anything there again, and hope to share my story with as many people as I can so that they won't either.
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5 comments
Anonymous
#769528

Dear Edwin, If i were you i would be looking for a new job.Sears and kmart have been going under for awhile now and the future does not lo ok very good for them.Years ago sears was all about customer service but not anymore.You can go into any sears or kmart and see how dirty and understaffed they really are.I would never buy an costly item there anymore because i know it would be ***.Last item i got from sears was a washer...never again will i pay hundreds of dollars for junk.I will now shop lowes instead at least they stand by what they sell unlike you.

Anonymous
#769467

Taking someone's money without recourse is a criminal offense. I don't understand how they can get away with that.

I think they rely on the fact that the good people they scam cannot afford legal counsel to begin with.

I would contact a lawyer if you don't get your money soon. Good luck

SearsCares
Sears Response
#736838

Dear cherylwhit,

We apologize for the inconveniences faced with your online order. My name is Edwin and I’m with the Sears Cares Social Media Support team. We’d like to look into your online order and provide you with any assistance deemed necessary to make sure your refund issue is resolved. Please send the following information – contact #, screen name (cherylwhit) and the phone # used at time of purchase to smadvisor@searshc.com and we’ll have one of our dedicated case managers contact you and to assist you in this matter. Again, we apologize and we hope to speak with you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

LTCC
#736826

your last paragraph is so spot on......SEARS is a shell of its former self.........cant wait for the DONTCARESEARS on line social moderator to come on line and add his sympathy and pledge to help....its laughabble

Anonymous
#747308
@LTCC

How sad this is. Sears will probably go out of business eventually and all they really needed was to go in the other direction to be a success.

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Review
#455489 Review #455489 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$1700
Tags
  • Beware Sears return policy
  • Appliance purchase customer servic
With Official Company Response
Bought Craftsman power washer 3 years ago and used it for washing my cars,trucks & siding. Changed oil this year and washed my car. Took it to my parents house next door to wash siding on their home. I turned on the water and when I started it, it ran about 5...
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1 comment
SearsCares
Sears Response
#737221

Hello Anonymous,

Thank you for taking time to post here about your Craftsman Power Washer repair needs, what you have detailed clearly shows you are disappointed. Sears has many years of providing high quality products and superior member services. It appears in this case we have let you down. My name is Brian, I am a member of the Sears Social Media Support team and after reading your post I would like to offer our assistance. 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 to reference your post (anonymous455405), to smadvisor@searshc.com and a case manager will contact you directly. Again, we’re sorry for the confusion and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

Review
#455405 Review #455405 is a subjective opinion of poster.
Loss
$279
Tags
  • Craftsman Power Washers