Sears Reviews and Complaints
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38
ISSUES RESOLVED
6.1K
TOTAL REVIEWS
$3M
CLAIMED LOSSES
$1.2K
AVG LOSS
720K
PAGE VIEWS
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Cons
- Poor customer service
- Delivery experience
- Customer service
Pros
- Price
- I will like it when they are out of business
- Product
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Sears online is robbery.
My experience with sears that after my online order is "complete" the next day all or part of the order is mysteriously canceled with no explanation. In one case after numerous calls and waiting on hold, I was told I would be refunded next month. Next month came and no refund so I called again and waited some more, got another promise and no refund. Visa eventually refunded my $10.59, no thanks to Sears. In the latest incident, I totally used reward points. My entire order was canceled with no explanation. The online chat rep. reordered it at a higher price charged my credit card the difference and was to refund the difference of $31. I got a $2 refund and $24 worth of points, which I don't want. After numerous emails I have wasted hours and get apologies but no $. BEWARE!
5 comments
With Official Company Response
Review
Loss
$31
Sears provides horrible customer service
On October 31, 2013 I ordered a new bedroom set and a new mattress from Sears. When the order was confirmed everything had a delivery date of November 12. When November 12 came I recieved the mattress and boxspring but not the furniture. I called customer service to address this issue and they couldn't even tell me anything about why I didn't recieve it or where it was. The next day I contacted them again and still had no answers. After needing to contact them 5 times I finally recieved an answer of there has been a delay with the vendor. I paid $398 for shipping and this is the kind of treatment I recieve. I don't know about anyone else but if I'm paying $398 for shipping I expect that item to arrive on time. Given this situation I expected to recieve my shipping charge back because Sears somehow messed this up but that would be quality customer service to do something like that. Sears refused and just gave me an attitude. To make a long story short the product finally arrived on the 22nd......10 days late. So if you want to order something from Sears be prepared to have thing delivered when they feel like it, not when they say they will and be prepared to pay outrageous shipping charges to have something arrive 10 days late and finally be prepared to be provided with horrible customer service where nobody knows anything.
2 comments
You are lucky that you received the furniture at all. Usually they take your money and cancel the order.
With Official Company Response
Review
Service
Sears Delivery Service
Loss
$398
The manual says: Limited Lifetime Warranty on Stainless Steel Drum: For the lifetime of the washer from the date of purchase, Sears will replace the Stainless Steel wash drum due to defective material or workmanship. After the first year, you will be charged for...
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3 comments
I would like to know how you sleep at night, Brian. I am sure you KNOW what is going on behind the scenes and you are still promising people resolutions for their mistreatment and loss of funds.
Don't give people false hope, Brian.
You know you will never be able to do anything of them. :sigh
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Sears state of the art iPad kiosks NOT really that state of the art.
I wanted to purchase an LG washer/dryer combo at my local Sears store this morning. The Black Friday circular did state 5 units per store and no rain checks. These happen to be 30% off (a $600 savings in total). After waiting patiently while sales people helped others, I was finally helped by a gentleman who told me both units where in stock. He proceeded to enter the order on his iPad and when I swiped my debit card, their system went down including Ipads and traditional cash registers. A few minutes later we tried the card again, but now the units where out of stock. The salesman went back and forth with his manager because he knew this was Sears fault, not mine. He finally sheepishly told me, "I'm sorry, there's nothing I can do." I spoke to the manager who agreed to honor a rain check if they come in stock again. We'll see.
2 comments
The 2 month update: Sears didn't honor the rain check as suspected. I've since purchased the same units at HH Gregg who honored the Thanksgiving Day flyer pricing 6 weeks later.
Loving HH Gregg.
Review
Service
Sears Manager
Tags
Deplorable customer service from sears.com
On October 30, 2013 I called the Sears store at the Chicago Ridge Mall & told the associate I would like to put a Kenmore refrigerator on layaway. The associate lied & said they don't do layaway at the store, the only way was to go online to sears.com. I later was told by a different associate that layaway has been available in the store for years. This is where my nightmare began. The customer service at sears.com is below average, *** poor, basically non existent. Customers with layaway orders are treated as second class citizens & are not of any particular importance. Every time I called for assistance it took between 30 & 45 minutes for the customer service rep to "find the order". Beware of the classic blow off line they all used, for you to "call the store". Every rep I dealt with, including the on line rep, used this line. The store cannot access your account or help you in any way. All they do is refer you back to sears.com. This ends the call for the sears.com reps & they don't have to do anything. The sears.com reps don't take payments over the phone for layaway orders & claim they are not able to get any information about your order. Customer service is basically non existent for layaway orders. I made the last on line payment early so I could get the delivery on the day before Thanksgiving, Wednesday 11/27/13, the only day I could get off work to accept the delivery. Something went wrong when I made that payment, & I wasn't able to set up delivery or tell if my payment went through. I later received an email from the delivery department stating the fridge would be delivered on the day I requested, but I had to confirm that because every rep I dealt with was highly unprofessional, didn't offer any assistance & I was concerned they were going to screw this up too. I called customer service again on to confirm payment was received so things would go as planned for that day. It took the rep 40 minutes to "find the order, then she told me because it was a layaway order she could not help me & told me to "call the store" to get rid of the call, knowing the store would not be able to help me. The classic response from the customer service dept. I couldn't get any assistance from her, so I called back, got a different rep & explained the situation. It was very simple. I needed to make sure the last payment was received so all would go as planned for the delivery date. I also requested she confirm the delivery date. After waiting 45 minutes for her to "find the order," her response was "they will call you the night before". I asked repeatedly what day would they call & did she see a delivery date in the system. She repeated, "they will call you the night before." I explained I needed to know WHEN, WHAT DAY? "They will call you the night before." I told her response was unacceptable & to stop it. I was so frustrated & angry & I was trying not to yell at her, but this was RIDUCULOUS!! It was maddening & unacceptable behavior from a rep who is supposed to be professional. Again, she replied, "they will call you the night before." This rep needs to have her employment terminated for stupidity. She has no business being on the phone. I do not deserve to be treated with such abuse from an incompetent rep who doesn't know her job & is just plain ***. I was so angry & frustrated with her, it was completely inappropriate for her to repeat this statement like a trained parrot & do nothing to resolve my issue. I ended the call in complete frustration, my issues unresolved. The delivery day comes & they don't show up. I was on the phone from 7:00am until 9am trying to straighten this out. The rep lied to me & said "they are on their way." I didn't believe him. Finally he transferred to me to another department, & the rep there explained my last payment didn't go through due to a "web error," & the fridge would not be delivered. I would have to make the last payment again & set up a new delivery date. I took a day off of work for nothing, waited for a delivery that never arrived & I was exasperated from the reps, who are basically useless. They are lazy, incompetent, not properly trained & have no interest in assisting the customer. The rep who repeatedly said "they will call you the night before," is just plain *** & incompetent. They also have these long rambling sentences where they apologize that they can't help you. Sears has put me through a nightmare. I've spent hundreds of dollars on a fridge & I've been treated in the worst way possible. For the past several days I have been getting automated phone calls from sears.com starting at 2am! Yes, the calls start at 2am! They continue throughout the day. I've had to turn my phone off because of the calls. Some go to voice mail & a recording says "sears protection plan." I am being harassed & if they don't stop immediately I am going to file a police report for harassment. I'm also going to file a complaint with the Illinois Attorney General's office. I'm giving this a 1 because it is the lowest rating available. They deserve a negative number, like -10. This has been a horrible experience. My advice to anyone thinking of putting anything on layaway at sears.com is don't do it. It's not worth the aggravation & abuse you will go through.
5 comments
Sounds as if the woman you spoke to is getting "even" with you for some twisted reason.
Sears is not the Sears we all knew and loved as kids. You can always call Citibank and file a grievance with them if you used the Sears card.
In the end the only way you will get results is to call a lawyer, I,guess.
I do understand your frustration as we had a similar encounter with them as well. When sears closes we will all be better off.
With Official Company Response
Review
Service
Sears Delivery Service
Sears review in Youngstown, Ohio: 2011 Craftsman riding mower.
I go to my local sears store at 170 Sky view Plaza in Calcutta Ohio to purchase a mower and decide on a one that cost just under 1400 with taxes, had trouble from the start, they would come out and look, then order the part and come back, lots of times I already had fixed it, well the warranty ran out 2 years after purchase, in August 2013 the motor stops running, I call Sears and they tell me to call the motor mfg, Briggs and Stratton tells me when I call, that is to bad, the warranty is just over by a couple months on your motor, tells me to find a mechanic and let him describe what happened, new motor is 1200 to 1500, who has that kind of money to just throw out there. Two years on a 1300 mower, someone needs to fix it, make this right Sears.
1 comment
Dear Anonymous459949,
Thank you for reaching out to us regarding this situation. We truly understand the concern that is being expressed and the disappointment we have caused. We would like to speak with you about the issue that you are experiencing with your tractor to see how we can make this right. To discuss in further detail, please send the following information – contact #, screen name (Anonymous459949), phone # used at time of purchase to smadvisor@searshc.com and a member from our team will be with you as soon as possible. We look forward to speaking with you soon!
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
With Official Company Response
Review
Loss
$1400
I will never, ever buy anything from Sears again. I received an email yesterday morning stating that Sears was offering many Black Friday prices. I went online, saw what I wanted for my husband, and purchased it, using my paypal account. I received an email...
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3 comments
Using foreign people to answer the phones is not helping. Sears uses them because they will work for less money.
They don't care about you, tour family, or your Christmas shopping. They are 2.8 billion dollars in debt and do whatever they have to in order to stay in business including stealing, lying and using customers. Check out review number 22 about employees's and how they are treated and not trained. Usually Pay Pal can get things fixed but if they can't then I would call the BBB and the attorney general in your state.
I think it is a travesty that they would do that to a young family right before Christmas. Good luck!
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Loss
$300
Sears review in Duncanville, Texas: Rude rude rude
theres a cashier named Janette but she called herself jp. every time i check out in her section and she is working with other people she is so rude to them! shes nice to the customers, yeah. BUT if i see that shes treating her coworkers with bad manners it gets me upset and it looks unprofessional. and if im in line behind someone shes checking out it will take hourssss cause she likes to stand there and talk for days and days i just need to get my stuff and go home. the manager needs to talk to her.
Review
Service
Sears Cashier
Tags
Sears review in Grantsville, West Virginia: Ordered SuperCut band saw blades
First blade opened has kinks, bent teeth and a cut in the band! This not something that happened in shipping as the package was not damaged. The blade was hit HARD, somehow, and shipped anyway. Every email I have sent comes back that it cannot be delivered. We didn't realize this 'company' is not part of the SuperCut operation and not sure how they are selling that brand! Have been reading all kinds of complaints on this company since this happened. Getting to the point where we hesitate to buy 'made in USA! Companies like this are only interested the dollar.
1 comment
Finally they replaced 1 blade, but refused to pay the postage for us to return the bad one.
Review
Loss
$31
Sears review in New York, New York: Problem delivering washing machine
The was absolutely the worst customer service I've ever experienced. When I ordered a washing machine which was scheduled to be delivered three days later, the person who took my order apparently placed the order with the installation department instead of the delivery department. So, if I understand correctly, the installation department canceled my order. But no one contacted me and so when I called to try to find out why they didn't show up, I just entered an endless loop of providing the same information again and again and being passed from one department to another without anyone being able to reschedule the delivery. While on hold (with the 11th person), I started chatting with a customer service rep at the same time. Over an hour later he finally indicated that the washer would be delivered two days later and that someone from delivery would contact me to confirm the two hour delivery slot. Needless to say no one did. When I called to try to find out when it would be delivered, it was the same experience. People couldn't locate my order, or they transferred me to another department, or they dropped the call, but no one seemed able to actually schedule this delivery.
1 comment
Hello Anonymous,
Thank you for posting about your recent online purchase and member services experience, we can certainly see how this has been a confusing and aggravating situation. We know the importance of having purchases made online properly processed in order to provide the most accurate information when necessary; it appears this is not the case for you. My name is Brian and I am a member of the Sears Cares Social Media Support team. After reading your post, I am reaching out to you to offer some assistance. We would like the opportunity to put you in touch with a case manager who will work closely with our online, delivery and installation business partners. 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 (anonymous459351), to reference your post to smadvisor@searshc.com. Again, thank you for posting and we look forward to speaking with you soon.
Thank you,
Brian L.
Social Media Moderator
Sears Social Media Support
With Official Company Response
Review
Service
Sears Installation
Loss
$120
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Yes beware of Kittanning Sears they are a rip-off their return policy sucks don't buy from Sears. I learned my lesson for the second time I feel sorry for an older person that goes in there not knowing or even a younger person that does not know their return policy and how they are
i am in the same position!!! they wont refund me my money when the item was out of stock after i place the order!!!!!! its so frustrating!!!!i think im going with a lawyer because customer service just cant seem to help at all
The issue was finally resolved after a month of frustration,
Hi owl,
We appreciate you taking time to bring this to our attention; we acknowledge that your recent online purchases have been somewhat disheartening. We endeavor to process credits and refunds to the method of payment used at the time of purchase in as timely a manner as possible; there may be times when complications may arise. My name is Brian and I am a member of the Sears Cares Social Media Support team. I am contacting you to offer our assistance. We would like the opportunity to speak with you about this situation. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (owl), to reference your post to smadvisor@searshc.com and the next available dedicated case manager will contact you directly. We apologize for all that you have experienced and we look forward to speaking with you soon.
Thank you,
Brian R.
Social Media Moderator
Sears Social Media Support
Send to who? I am not going to post that info..