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With Official Company Response

Sears - Poor management policies

I purchased a IR air compressor with a sears service contract. Went to repair center about purchasing synthetic compressor oil but that they did not use synthetic oil and did not have it for me to purchase. According to IR, synthetic oil will need to be replaced yearly. I know non synthetic oil has to be changed more often. How can this be cost effective to me and to Sears. I have to go for repair shop more often and you have to spend more service hours to keep compressor in top notch condition. Difference in cost of oil is about 9 dollars more for synthetic.
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Anonymous
#769490

I don't understand HOW they can get away with selling warranties and then not honoring them. Seems illegal to me......

I have had people call me and try to get me to renew my existing contracts.

I got wise to that and when I declined to renew they were rude and offensive. They want the money but don't want to honor it once they get their money.

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SearsCares
Sears Response #727255

Anonymous451773,

Thank you for bringing your concerns regarding the oil in your air compressor to our attention. It concerns us that, after spending money to purchase the compressor and service contract from us, you are not happy with the oil that we have available, either for sale in our stores, or through our repair centers. My name is Jack and I am with the Sears Social Media Escalations team. We would like to discuss this matter with you in greater detail. One of our case managers can contact you to see what options are available to you at this time. If you would like to speak to us about this, please email the following information – your contact phone number, screen name (Anonymous451773), and phone number used at time of purchase to smadvisor@searshc.com. Again we’re sorry for any trouble this may have caused and we look forward to speaking to you soon.

Thank you,

Jack C.

Social Media Moderator

Sears Social Media Support

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#451773 Review #451773 is a subjective opinion of poster.

I wrote and submitted a negative review about a Sears Marketplace merchant on their website, and I got the following response: "Oops, there's a small issue with your review. Your review wasn't approved.Please just review the product and its features. If you have other...
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Anonymous
#1085889

Yep, same here with Sears.ca (Sears Canada)

They don't like to publish negative reviews.

I posted mine a few times before it got published, I received an e-mail saying my review is live and I confirmed this. A few days later, I went back and found that the review was gone.

Another reviewer did manage to get a somewhat negative review published on this item, however I was very negative in mine because it's a horrible product quality-wise.

Sears does not want its customers to know about this fact.

Here is the review that was published by Sears Canada and then removed shortly after:

Poor Quality The sheets softened up some after a wash, but are still pretty rough after three washings. Sometimes people say Egyptian cotton will soften up with washings, but that's just a way to discourage you from returning the product. I no longer buy from Sears website or catalogue - in my experience, too many merchants are using it as a place to dump stuff that wouldn't sell in the store. One pass of your hand on this fabric and you know it's no good.

I was too busy to return these sheets within the one month they give you as a reward for paying cash (store card users get three months). As another reviewer mentioned, they did shrink a lot even though I dried them on the lowest heat setting, however they still almost fit my pillow top mattress though not very well due to the shrinkage. They do not appear to be sateen as advertised, and the thread count is questionable - very grainy.

The fabric already has some pills, and the pillowcase is starting to come apart at the seams. http://www.sears.ca/product/malibu-300-thread-egyptian-cotton-sateen-sheet-set/696-000157701-MALIBU-4-T300

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#451534 Review #451534 is a subjective opinion of poster.
Loss
$212
Tags
  • seller feedback
  • Oops
  • there s a small issue with your re
  • Your review wasn t approved
With Official Company Response

I have had enough with Sears or Kmart and they have lost my business forever! I order a lot online and I have never had so much horrible experience with any other store! It looks like people who work there cannot read English to see what a customer ordered or just do...
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SearsCares
Sears Response #726789

Dear Hammond2013,

It truly concerns us when we hear things like this said about the products we sell, or the services we provide. My name is Brian and I am part of the Sears Social Media Escalations team. We apologize for the over disappointment surrounding your online purchase experience. There are many variables that determine how fast a refund is processed for a canceled order. Without knowing the specifics of your situation it is hard to say exactly what caused this delay. Nevertheless, we understand how discouraging this type of service is for you, and we’d like the chance to get some more feedback. Please send the following information – contact #, screen name (hammond2013), 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

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#451473 Review #451473 is a subjective opinion of poster.
Product
Sears Credit Card
With Official Company Response

Sears in Medfield, Massachusetts - We purchases a new snow blower about 2 yrs ago, never worked

i tried my new craftsman snow blower at the first snow fall.. worked for about 1 second then the snow jamed at the blades and shoot. I clared it and tried again, same results..jammed now i'm angry, I called and customer service replied , bring it back! I dont have a vehicale large enough, send technician out, replied we cant do that..now its 2 yrs, tried again innthe snow Same snow jam, Cleared and tried,..no good. now i found a person who fixes snow blowers,he said belt is no good and the mechansim where the blades are is loose and should be tight. His expertise indicated "faulty at the factory" So i paid him 141.00 to fix and now will work properly I have the paid bill and want compensation from Sears
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SearsCares
Sears Response #727233

Anonymous451412,

We appreciate your feedaback concerning the snow blower that you purchased from Sears two years ago. We apologize for the issues that you have experienced with the snow blower. My name is Jack with the Sears Social Media Support team. I understand that this situation can cause you a lot of frustration. You spent your money on a product that you expected to perform well and the snow blower has failed to meet your expectations. We would be happy to have a case manager contact you to get some more information about the snow blower and to determine the best course of action at this time. If you would like to speak to us about this, please email the following information – your contact phone number, screen name (Anonymous451412), and phone number used at time of purchase to smadvisor@searshc.com. Again we’re sorry for any trouble this may have caused and we look forward to speaking to you soon.

Thank you,

Jack C.

Social Media Moderator

Sears Social Media Support

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nikalseyn
#726430

You did not specify what kind of snow blower you bought, single-stage or two-stage, etc. On a small blower, single stage, the belt, if not tight enough, will cause the problem you experienced.

This happens especially if the snow is wet. Apparently the machine was not assembled properly, either at the Sears store or at the factory. In either case, I would recommend you find a spare belt to have on hand, as they tend to become loose and worn out if you are trying to blow wet snow---again, assuming you have a small machine. In any event, knowledgeable people nowadays do not buy appliances or machinery from Sears.

They are not the Sears, Roebuck & Co. we once knew.

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#451412 Review #451412 is a subjective opinion of poster.
Tags
  • sniw blower
With Official Company Response

Another Sears Complaint "Continued"

Sears Service Tech was out 10/5/14 to replace the washer "pump" I was told this should correct the problem. WRONG. The machine has not been repaired and is still not draining/spinning. The laundry was sopping wet. The same problem persists & I am still w/o wrkng washer. Was told by Sears CS that they can't get a tech uot until Sear' 10/22/13 (again, just to look at washer). If Sears cannot fix the machine - replace it or hire outside appliance repair to fix. I purchased there Service Maintenance Agreement. This is "bad faith" on the part of Sears (have been without a proper wrkng washer since August 2013.
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SearsCares
Sears Response #726947

Dear Anonymous451237,

We are sorry for the difficulties you have had concerning your washing machine, we can certainly see how this has been an inconvenient and frustrating experience. My name is Brian and I am a member of the Sears Cares Team. We saw your post today and thought we would reach out to you 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 to reference your post (anonymous415237), to smadvisor@searshc.com and a dedicated case manager will contact you directly. Again, we apologize for the struggles you’ve had with your washer 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
#451237 Review #451237 is a subjective opinion of poster.
Service
Sears Repair
Loss
$800
With Official Company Response

Sears in Lodi, Wisconsin - Kenmore Pro. Delivered July 14th 2013 - Oct - Still not working

When we got the fridge our food was going bad. Temp on outside of fridge said 38. Finally went bought a thermometer and put it in the fridge, reads out at 55. Had 4 repairmen, several missed appointments. Fridge still doesn't work 4 months after buying it. If this is the top of the line fridge I hate to see how their lower level fridges work. Today had mother board replaced. Didn't help. Earlier replaced a fan, didn't work. Skipped work two different days and repairman didn't show. Worst service for a new product that I have ever encountered. Just a complete piece of ***.
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Anonymous
#769529

RECENTLY purchased????.are YOU kidding me? That is four months without a fridge.

How would YOU like to pay out big bucks for a top of the one fridge only to be out all that money and time. What do you EXPECT her to do now......Wait another four months for a resolution?

What you are doing to customers is hurtful and should be illegal. You are taking money and not providing a working item for that money.

How do you sleep at night knowing that?

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SearsCares
Sears Response #726929

Dear Anonymous415222,

We are truly sorry to hear that the refrigerator you recently purchased has not been operating to your expectations and for the troubles with repair. We know that it is very important to have a properly functioning refrigerator in your home. We would be more than happy to see how we can address this matter for you. My name Brian and I am a member of the Sears Cares team. To receive further assistance, 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 (anonymous41522), to smadvisor@searshc.com and a dedicated case manager will contact you directly. Again, we’re sorry for the dilemma you’ve encountered regarding your water heater and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

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#451222 Review #451222 is a subjective opinion of poster.
Loss
$5000
With Official Company Response

Sears Marketplace Merchant EWPLUSOFT Provided MS Office Professional 2010 With Invalid Key

I purchased the full retail version of Microsoft Office Professional 2010 from EWPLUSOFT via the Sears Marketplace. You really want to avoid purchasing software from EWPLUSOFT since they provide developer's licenses rather than retail licenses (called Office Professional Plus 2010). Microsoft will not activate developer licenses without a developer's subscription. I have no idea of the cost this subscription since I am a home user. I sent 8 e-mails asking EWPLUSOFT for a disc with the retail version of the software or a full refund. EWPLUSOFT sent 7 e-mails simply telling me that I needed to download the software from their website "to fix the problem" in lieu of retail disc. In the 8th e-mail, EWPLUSOFT finally acknowledged that they will neither provide a disc with the retail version of Microsoft Office Professional 2010 nor provide a refund. Again, you really want to avoid doing business this Marketplace seller!
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SearsCares
Sears Response #726924

Dear MyYoki333,

Thank you for posting about your online purchase of Microsoft Office Pro 2010; I can truly see how this was a troublesome matter to resolve. I came across your post today, my name is Brian, and I am a member of the Sears Cares Team. If you need further assistance I would be more than happy to have one of our dedicated case managers follow up with you. 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 (MyYoki333), to smadvisor@searshc.com. Again, we apologize for the laborious encounter you had with your recent online purchase and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

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MyYoki333
#726961
@Sears Response

Brian,

I previously forwarded an e-mail to your office about this matter but didn't receive a response yet. I will forward another e-mail with the requested information to your attention again.

MyYoki333

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MyYoki333
#734493
@MyYoki333

I called the 1-800 number for the Sears Marketplace, sent an e-mail to a Sears representative listed on one of the complaint websites, opened a case with their blue ribbon department at their corporate headquarters, contacted Microsoft about the licensing issues described below, and even filed a complaint with the Better Business Bureau. However, Sears offered no remedy for this transaction (citing their no return policy for the Sears Marketplace).

Sears consistently stood up for their seller throughout this dispute process, and even prevented me from posting feedback on their website warning other potential buyers to be careful with their purchases from this seller.

The situation was real simple. The Sears Marketplace seller, EWPLUSOFT, shipped an item that doesn't match the description on Sears Marketplace, and that was probably fraudulent.

- The description on Sears Marketplace was for a disc with the "Microsoft Office 2010 Professional Retail Full Version." The advertisement didn't explicitly state valid license code but this is in fact an obvious requirement of this transaction.

- The seller shipped me a disc with Microsoft Professional Office Plus 2010 rather than the retail version of the Microsoft Office Professional 2010. The Pro Plus version is a volume licensed product that is only sold in volume to businesses or academic institutions that have an agreement with Microsoft. An employee of these businesses and institutions can then purchase a copy of Pro Plus through the Home Use Program. However, a retail buyer CANNOT legitimately acquire this software through consumer retailers (including Sears Marketplace sellers). Why is this seller shipping a volume licensing product to end consumers?

- The plastic container with the Microsoft Office Professional Plus 2010 was obviously opened (presumably to remove the original product key). The seal across the two sides of the plastic case was detached on one side so the seal wouldn't break when the plastic case was opened. I couldn't even get the seal to affix to the one side after applying ample pressure on the seal. Why would the seal not stick to only one side if this is a legitimate retail version of Microsoft Office?

- The product key in the plastic case was invalid. Microsoft stated that the product key could only be activated by a software developer with a current developer's subscription with Microsoft. Why would a consumer encounter this issue with a legitimate retail copy of Microsoft Office?

- The seller repeatedly wanted to substitute a download for the retail disc version, and to replace the product key with another product key from an unknown origin where they "had to pay extra for the license code." This license wasn’t authenticated by a Microsoft product key label and was simply provided in an e-mail. Why would a legitimate seller need to pay extra for a valid product key if they are indeed selling legitimate copies of Microsoft Office?

- The seller indicated that the Microsoft Office download didn't require a Microsoft Office product key. I purchased more than a dozen different software packages from Microsoft, and Microsoft in every instance required a license code to load and use their software. Why would Microsoft allow a merchant to sell copies of Microsoft Office 2010 without a authentic product keys?

- The language on the slip with the product key was primarily in a far eastern language (presumably in Chinese) rather than in English. I found exact matches for layout and content of this slip on websites showing pirated and fraudulent software. Why would the slip with the product key primarily be in a far eastern language when I was buying the retail version of the software in the United States?

I honestly thought that the Sears name meant something, and that I was ok buying this item through their Sears Marketplace. However, Sears will likely continue to die a slow death and the Sears Marketplace will only accelerate this process.

Please be careful in any dealings with Sears and particularly with their Sears Marketplace.

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#451217 Review #451217 is a subjective opinion of poster.
Loss
$212
Tags
  • EWPLUSOFT
  • Invalid Key
  • MS Office 2010
With Official Company Response

DONT BUY SEARS APPLIANCES

I have had the worst experience with all my sears appliances. I bought a 2 drawer dishwasher, refrigerator, over the microwave oven, washing machine and new oven from Sears within 2 years from each other during a remodel of my kitchen. I have had my dishwasher serviced 7 times and today was the 8th time and they tell me the motor on the bottom drawer is done and the top drawer is also shot. My dishwasher has never worked right from the beginning and because the first 7 technicians did not detect the motors were not working properly the dishwasher is out of warranty. You can't speak to a supervisor there is no one you can talk to other than customer care and they done do anything. I have also had to replace my microwave oven and my refrigerator is also not working property ice machine is broken. Washing machine is being replaced today(not with Sears products) I have paid more money in service calls !!!! I could have just purchased new appliances. STAY AWAY FROM SEARS !!!!!!!!!!!!
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SearsCares
Sears Response #726905

Dear Anonymous451026,

We are very sorry to hear you have had so many difficulties with your new appliances; we can definitely understand how making such great investments in products that fail to meet your expectations would be disappointing. My name is Brian, I am a member of the Sears Cares Team and we would like to have the opportunity to speak with you. If you’d like, I will put you in touch with one of our dedicated case managers to provide further assistance. 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 (anonymous451026), to smadvisor@searshc.com. Again, we apologize for the inconveniences concerning your appliances 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
#451026 Review #451026 is a subjective opinion of poster.
Loss
$5000
With Official Company Response

Sears in Erie, Pennsylvania - HAVE DAMAGE TO OUR HOME BECAUSE OF YOUR PRODUCT

THIS WILL BE MY SECOND EMAIL SOMEONE NAMED ROBERT CALL US ONCE AND SAID HE WOULD CALL BACK WELL GUESS WHAT NO CALL . I WILL NOT HAVE MY FAMILY AND FREINDS SHOP AT SEARS ANYMORE THEY HAVE BAD SERVICE. MY NUMBER IS 814-454-9667OR 814-969-5160 I DONT UNDERSTAND WHAT THE PROBLEM IS ABOUT RETURNING A CALL THIS HAS BEEN GOING ON FOR MONTHS AND IT NEED TO BE TAKEN CARE OF . IF I DONT GET THIS DONE I WILL GET A HOLD OF COMSUMER PROTECTION TO HELP ME ITS BAD MANAGEMENT ON YOUR PART. THANKE YOU FOR YOUR TIME MARK SAWYER
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SearsCares
Sears Response #726761

Dear Mark Sawyer,

Thank you for your post; we can see how this ongoing matter is causing you some frustrations. My name is Brian, a member of the Sears Cares Team, I came across your post today. Our records indicates one of our dedicated case manager spoke with you on 10/7/2013. We have forwarded your post to your case manager and requested follow up contact. Again, we apologize for the continued inconveniences with your issue; we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

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nikalseyn
#725461

And, your specific problem is---------?

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Review
#451021 Review #451021 is a subjective opinion of poster.
Loss
$15000
With Official Company Response

Sears in New York, New York - Bought 3 mitsubishi AC

In March of this year I purchased 3 Mitsubishi AC. Since MARCH I've tried to get someone to come out and see the job that was done. As Sears being a long time big corporation I thought to go with them for the AC. To my surprise I was ignored and no one had the desince to answer my emails. All summer I had only 1 AC working as the one in my kitchen leacked water as it wasn't pitched correctly and the one in the living room stayed on for 3 min. My fustrations is that they installed the AC with these thick black piping that goes from the back of my house to the front of the house thru my kitchen, hallway and thru my front hall and that is they way they finished the job with the pipe exposed. That is the same way they finished the outside portion of the AC. Now to fix this they want another $1,200 to cover the piping... Now does that sound right to you ??? That I need to spend more money for them to finish the job. I feel that I was taken advange of as a single women. I am very very disappointed with the handling of this and will be very affraid to buy anything at SEARS because of this.
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SearsCares
Sears Response #724631

Dear Anonymous450662,

I came across your post today and thought I would reach out to you. We are sorry to hear of the challenges you have faced with your air conditioning units. We are can only imagine you may have experienced extremely warm whether temperatures this past summer and being without properly functioning AC units in your home certainly caused inconvenience and frustration for your family. My name is Brian L, and I am a member of the Sears Social Media Support team. It would be our pleasure to have one of our dedicated case managers contact you to provide further assistance. 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 (anonymous450662), to smadvisor@searshc.com. Again, we’re sorry for the dilemma you’ve encountered 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
#450662 Review #450662 is a subjective opinion of poster.
Loss
$1200