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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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2 comments
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

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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1 comment
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

Review
#450662 Review #450662 is a subjective opinion of poster.
Loss
$1200

Sears in Victoria, British Columbia - Bought Band Saw. Can't Buy Blades

In May my wheelchair-bound husband bought a Craftsman 10" blade saw from Sears. He was told he would have to order blades from their tool catalogue. They don't have them in the store. Went to our local Sears catalogue outlet plus one other. Neither had tool catalogues. Long story short, blade wore out. Could not replace it. Tried all local saw blade companies who did not have the correct size. Called tool dept. mgr. at Sears who provided us with 800 number in the States. They didn't carry them. Referred us to another company, same thing. Finally found a company who carried the blades we needed but did not sell them retail. Told us we would have to have Sears purchase them for us. Suggested this to Sears. They were getting snotty by this time. Haven't heard from them since. We have been trying since June to replace this blade with no luck. Wrote a letter to Store manager, which to this point has been ignored. $250 saw sitting useless as no blades available. Oh, yes, we finally got a tool catalogue. The saw is advertised, but no blades!!
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Review
#450430 Review #450430 is a subjective opinion of poster.
Service
Sears Manager
Loss
$250
Tags
  • 10 Craftsman Band Saw
With Official Company Response

Sears in San Diego, California - Recall? Tough Luck

I bought a $250 dehumidifier. I got a recall notice, and after I jump through a bunch of hoops, the factory will refund me $160. Apparently the difference went into the pockets of Sears. I tried to call sears, and explain about the recall, and all I want is a replacement, and I have the deluxe warranty that I paid extra for. After I spend 3 h on the phone getting bounced around and disconnected, they try to claim they have no record of my purchase. Then they say the warrany is invalid in the case of a recall. I cant even get a replacement. Well, Sears says TOUGH LUCK!! NEVER WILL I EVER buy anything at Sears again!!!!!
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4 comments
Anonymous
#747325

They seem to be putting any ing extra from our losses in their pockets.

Sears has lost so much money and confidence they will never recover.

SearsCares
Sears Response
#724620

Dear Anonymous450335,

Please accept our apologies for how the matters concerning the dehumidifier recall has been handled. We strive to make every interaction positive and memorable for each Sears member and we are sorry to hear you have not had this experience. I came across your post today and thought I would reach out to offer assistance. My name is Brian L, and I am a member of the Sears Social Media Support team. If you would allow us the opportunity, we would like to put you in contact with a dedicated case manager to explore what options are available to help resolve this situation. 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 (anonymous450335), to smadvisor@searshc.com. Again, we’re sorry for the difficulties and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

Anonymous
#723919

They pro-rated it. You got to use it for a period of time and that's what you paid for.

Anonymous
#769532
@logiclogic

It wasn't right and YOU KNOW it......

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Review
#450335 Review #450335 is a subjective opinion of poster.
Service
Sears Replacement
Loss
$90
Tags
  • recall partial refund
With Official Company Response

Sears - Recall

We bought a dehumidifier from Sears a year ago and now is being recalled by Gree. Sears does not handle the recalls for their customers so we have to deal with Gree on our own. Even though they have our complete purchase record, Gree told us to prove of purchase we need to mail in the code labels that's tightly attached on the dehumidifier. Gree said If the stickers get torn than we won't get our money back!!! Plus it may take a couple months until we receive the check refund they said. Comparatively Costco has the similar dehumidifier recall from Gree. But Costco has much much better customer service. Just to bring in the recall item and Costco offers instant full refund. Why can't Sears does the same for their customers????? I bought most of my appliances the past 15 years from Sears but will be going to Costco from now on.
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2 comments
Anonymous
#769541

Why don't you try one of your local mom and Pop appliance stores. You will get great personal service and I am sure,they will price match anything that Costco has.

We bought a freezer at our local appliance store and we still have that freezer many years later and got great service as well.

The local stores in your area need the patronage as well. Just a thought......

SearsCares
Sears Response
#724598

Dear dolcegiocoso7,

We sincerely apologize for the confusion you have encountered with the dehumidifier recall. For many years we have worked hard to establish a reputation of providing superior products and services, it appears we fell short of the mark on this matter. My name is Brian L, I am a member of the Sears Social Media Support team. We would be more than happy to put you in contact with a case manager to provide further assistance in order to reestablish your trust and loyalty to Sears. 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 (dolcegiocoso7), to smadvisor@searshc.com. Again, we’re sorry for the repair difficulties 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
#450259 Review #450259 is a subjective opinion of poster.

Sears Customer Executive Relations Responds!

At last, a long weekend and a number of rants about all the issues related to getting the correct Dryer. Dryer 3 Are You Kidding? This may be on the way to being resolved. I sent yet another email to yet another address, this time to CustomerRelations@searshc.com. I got a call back from a very real woman who indeed was able to look into the matter and provide some convincing support for placing a third dryer order through Sears. Give's a gal a little hope. Please try this approach, if it doesn't work then a complaint must be lodged with the Better Business Bureau @ https://www.bbb.org/consumer-complaints/file-a-complaint/get-started
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Review
#450236 Review #450236 is a subjective opinion of poster.
With Official Company Response

Sears systemic customer service failure

A senior executive who oversees Customer Satisfaction and/or Service Delivery needs to take a serious, in-depth look at the events surrounding the order for a hot water heater and installation which was initiated by me Thursday, Sept 26th at approximately 6 PM ET. The events surrounding the post-sale coordination of installation and escalation are a sad testimony to a company consumers have looked up to for decades. Given the number of different customer service representatives who were involved with this transaction and their collective inability to get the unit's installation coordinated, to escalate the failure to someone who could resolve the coordination problem - even as far as the "Escalation Team's" inability to address the problem - this is not an isolated event - its a systematic failure. Assuming for the moment that everyone put accurate notes in the CS record as we would anticipate - the chronology will demonstrate the issue. "Call before Noon and we'll install same day" - Sears quote. I called and bought the service and water heater Thursday night. It's now Saturday morning @ 10 AM ET. The most embarrassing point of this failure is I have placed at least 15 or 20 calls over the course of the now 3 calendar day period to the Sears Customer "Service" Center ............... I have never received a call from anyone - not Sears, not from an installer and worst of all ........ not a word from the "Escalation Team" - assuming they even exist - who was engaged at 5 PM ET Friday. This is the very last time I will ever call on Sears for anything and I will make it my life's passion to spread the word of how Sears treats its "valued customers".
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4 comments
Anonymous
#767048

Unfortunately, you are assuming that they care. Their people are untrained and have no idea how to help anybody with a problem.

Their call reps are either foreign or a bunch of uneducated kids that are rude and unmannerly.

It is too bad that there are still some people out there that have no idea what they are getting into when they make a purchase at this store.

SearsCares
Sears Response
#724161

Dear Anonymous2Dryers,

My name is Susan with Sears Social Media Support Escalations team. I found your post here and wanted to reach out and offer our sincere apologies for the difficulties you are having with the two dryers purchased through us. You don't give a tremendous amount of information but enough information for me to know that you have not received the help needed to resolve this situation. We would like to offer the assistance of a dedicated Case Manager who can work closely with you and resolve this issue. We want to make sure that everything that can be done to help you is being done. Please send the following information – contact #, screen name (Anonymous2Dryers), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

SearsCares
Sears Response
#723655

MikeBohl,

We sincerely apologize for the disappointing experience you have encountered with your water heater. We can certainly understand your frustrations with the lack of customer service you have received regarding your installation. My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and wanted to offer our assistance. If you would allow us the opportunity, we would like the opportunity to speak with you to address your concerns and 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 water heater was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (MikeBohl) 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

Anonymous
#722793

I am with you! Systemic problem.

And I am with you I don't believe they exist. Having a similar situation with 2 wrong dryers.

My funds are tied up with both and I want NOTHING MORE TO DO WITH SEARS! EVER!!

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Review
#449858 Review #449858 is a subjective opinion of poster.
Service
Sears Installation

On line order with sears.com is a total nightmare

I would not recommend buying appliances on Sears.com. I placed an order for all new applicances for my kitchen on Sept 7th. I went through the whole process of ordering exactly what I wanted including giving sears.com my credit card number to pay only to be told by email that the appliances that I ordered and paid for were out of stock except the 189.00 microwave. To make a long story short sear.com placed a pending tranaction hold on my credit card for thousands of dollars and to this day I can not get them to release the hold. My bank helped me remove one transaction that sear.com actually put through on my card, this amount was over 1000 dollars . I had to do a charge back to get that charge removed. :sigh My bank cannot do anything about the pending until sears.com contacts them by fax to remove the pending charge. The customer service for orders on line have lied to me several times stating that they will contact my bank to no avail.. Every time I contact sear.com to ask that those pending transaction be removed they tell me a different story. This has been a nightmare for me with hugh stress. I cannot buy applicances that I need due to my credit card being tied up due to the pending charges. So please think twice before using this company. Save yourself! Reply
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2 comments
Anonymous
#747327

I agree that using this company for anything would be a serious mistake.

I don't know how they could sleep at night stealing customers money and then

not even returning calls. I am sure that someone knows something about this and is afraid to say anything.

Anonymous
#722713

Omg that sounds like a scam or something. I would hire a lawyer seriously they are stealing from you!

They can't do that and get away with it and from the sound of it they are winning.

Best of luck. Seriously look into a lawyer that is awful I would be furious.

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Review
#449826 Review #449826 is a subjective opinion of poster.
Loss
$2900

Sears water heater warranty scam.

i have this Kenmore water heater for 6 years with 9 years warranty . service came about 2 years ago replaced a part for free ( that wasn't fun, phone call after phone call , waiting and waiting ), it seems the problem come again this year, the top of the heater is slowly leaking water and start rust badly .so I call the service ( of course over hours between waiting and transferring )they said they will send a tech out (in two weeks)to find out what is the problems and that will be 79.99 no matter what , and I will be paying additional cost for the labor of the installation if it qualify the warranty . if it dosent qualify the warranty I have buy myself a new tank plus 80 dollars. I look at my receipt the tank was only cost lees than 300 , so for around 200 dollars more I can just go get my self a brand new water heater with no headaches. I guess its time to looking a reliable and honest company buy my next water heater .
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1 comment
Anonymous
#769545

No moderator here is there....they would die before they gave the customer anything for free. There HAS to be a law concerning warranties that they are breaking.

From what I have been reading from ex employees they force the sale of these and then will not honor them. They make the money and the customer gets the shaft.

I would suggest avoiding Sears and anything they sell to not have to go through any more nightmares.

Review
#449734 Review #449734 is a subjective opinion of poster.
Service
Sears Installation
Loss
$750
Tags
  • sears water heater warranty
With Official Company Response

Ordered Dryer through Sears.com 3 Dryers later? Are you kidding?

Last week I had a Dryer installed that I waited for 2 weeks. I believe was ordered incorrectly online. SImple right? Get the right product and swap them out. I did the following: 1. Because it is nearby I went to the local sears outlet store, to be told that I should go to the sears store. 30 mins 2. So, I dutifully went to the store only to be told they cannot resolve any .com problems 30 mins 3. I placed a call to Sears.com - I gave CSR the model number I wanted, that matched my washer and she explained that a new order needed to be placed, and a refund could not be made until the Delivery Dept could schedule the pickup and deliver the new order she put me on hold, arranged things with that Dept, placed the order for the model I asked for (I thought) and assured me that I would get the receipt once the order was placed. The model requested is DLEX2650W. However the model I refused was DLEX5170W 1 hr 4. I recieved a call at 7 am to let me know the delivery contractors are on their way, they arrive at 8 am. SO far so good right? WRONG DRYER!! The dryer they order is not stackable. 5. they place a call through their system and after they spoke to me, the call was disconnected. It did not go in favor of the CSR. 6. I place a call to CSR named Denise (by now I am convinced these aren't real names anyway) who placed me on hold and then said she could not understand me when I gave her my phone number. Just long enough to make me crazy and allow her a way to get me off the phone. After I insisted I wasn't going anywhere she eventually got me back to Delivery, 7. another women named Sunshine (really?) Who wanted me to give her the exact dimensions of my washer, because she couldn't find the Model number I was giving her in the Sears.com website. Again, really? Since I could see that this was the correct model number to match my washer on the Sears website? Her solution? Transfer me to a Parts Specialist who oddly never picked up the phone!!! 2.5 hrs. 8. I tried again, through Delivery Dept. This CSR was much more skilled in handling the issue and set up yet another process by which the next dept would call me. So what did we accomplish? Not sure! And I am supposed to be on the hook for a 3'd dryer? Are you kidding? That's a total so far of 5 hours for me. How much does this much incompetence cost you? We aren't done here, since again I've paid for 2 dryers and still don't have the right one.
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12 comments
Fate2013
#723696

I posted a separate comment. When I went to the BBB Website I discovered that Sears has posted the Exec Customer Relations address as a last resort before consumers file a complaint with them.

This was the one that worked. She did request 24 hours to make sure she had the correct Dryer, payment information etc. That I found to be a reasonable request and we will move forward!

She also was sure to let me know that there would be an "internal" investigation launched to determine what went wrong.

With the dryer orders themselves? Or with the systemic problem I am not certain.

But progress all the same.

Fate2013
#723690

Thanks for your reply :) She can swap out wrong dryer #1 for the right dryer and allocate those funds to purchase of right dryer #3. That way bypass all the sily waiting on the refund on wrong dryer #2.

She also was able to offer a considerable discount on the purchase in the form of a refund.

LTCC
#723686

Glad you finally got a call....but what was promised this time?

Anonymous
#723677

OK! I GOT A CALL BACK!!

YEAH!!

Thank you Sears for finally getting a responsive Exec Customer Relations Rep on the phone for me.

Anonymous
#723635

Pretty sure by now that even these Social Media Moderators aren't real. Since this is the THIRD TIME that this has been posted here and yet no response to any of the emails I have sent.

UNBELIEVABLE and UNACCEPTABLE! Now 4 days!!!!!

SearsCares
Sears Response
#723610

Fate 2013,

We sincerely apologize for the disappointing experience you have encountered with your dryer. We can certainly understand your frustrations with the level of customer service you have received. My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and wanted to offer our assistance. If you would allow us the opportunity, we would like the opportunity to speak with you to address your concerns and 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 dryer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Fate2013) 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

Anonymous
#723474

Monday, now past noon. No response to the email requested by Susan????

Really?

The Delivery Dept called to see if I did in fact want to cancel the order I placed for the second incorrect dryer. They understood my frustration and offered me a Wapping $3 gift card. Are you kidding?

So far I'm out about $2500, between appliances and additional warranty plans. AGHHHHHHH!!!

Anonymous
#722792

Thank you Susan R., Social Media Moderator, I have done so and still heard nothing. Wait, I take it back.

After being on the phone for another hour with someone who said she could connect me with a supervisor (20 mins only to be disconnected) AND sending an email to the address you provided. Still nothing. NO WAIT, I get yet another email telling me that my dryer was scheduled to be delivered 9/27 and I should call the Delivery Dept. This was after I had been on the phone with them multiple times and told I would get a call back.

Please come get this dryer out of my house I want nothing to do with Sears. Next call will be to Imran Jooma. Though I doubt he cares. Nobody else gives a ....

well you get the idea.

Anonymous
#767050
@Anonymous

That Imran Jooma is the one that yelled at my elderly husband when we tried to straighten something out. I doubt he is a real person but if he is, he certainly doesn't care.

You will get no where with Sears. Try contacting your card sponsor I.e. Citibank.

They will get things done ISAP. Good luck

SearsCares
Sears Response
#722597

Dear Fate2013:

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle your issue with one Case Manager until it is resolved. Please accept our apologies for the difficulties you are having receiving the correct dryer to fit a stackable laundry system. We understand that your time is valuable and see how frustrating it has been attempting to receive the correct dryer. In addition, we apologize for any negative customer service or delivery experience you may have had. We expect all of our associates and call center agents to build customer relationships and it does not seem this happened. We would like to speak to you concerning your past experience and go over the options we have to turn this into a positive one.

At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Fate2013) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

LTCC
#722433

It is possible that SEARS Inventory has the washers on the wrong lines and therefore what the online sales folks think they are selling is not what is on the inventory as the same machine. Should have gone to a physical store.

Anonymous
#722788
@LTCC

No kidding. Thanks for that.

When I realized that after the first dryer, well see 1.

and 2.

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Review
#449676 Review #449676 is a subjective opinion of poster.
Product
Sears Website