Sears Reviews and Complaints
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37
ISSUES RESOLVED
6K
TOTAL REVIEWS
$2.9M
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 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
Review
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".
4 comments
Review
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
2 comments
Review
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 .
1 comment
Review
Service
Sears Installation
Loss
$750
Tags
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.
12 comments
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.
Review
Product
Sears Website
With Official Company Response
Sears - Frustation, no help, nobody in charge to actually help a customer
placed on online order on september 16 2013 for a sofa, tv center and a lamp total of 987.39 which I used my debit card that went thru immediatly. At the end of the order my sofa will be delivered on Monday the 23rd and the other 2 items would be send fedex. Monday I took the off work to wait for my sofa, in the morning I called sears.com to confirm my delivery which I was told that yes it would still be delivered Monday anytime between 7am to 9pm. I did verify the time I ssaid 7am to 9pm, he said yes unfortunetly is being delivered by a second party not sears so the window is 7am to 9pm. Yesterday wednesday the 25th I called sears.com for a status on my sofa. After an hour on the phone and getting disconnected once I was tranfer to a case manager which was very hopnest with me and told me that whoever I had spoken to on monday had given the wrong information, my sofa was not supposed to be delivered on monday and when they tracked it it showed it being on the way but because it was being shipped thru a second party delivery service it could take about 10 more days for it to be deliver. Did I mentione that they wanted me myself to contact the delivery service which I was very confused about because that was not mentioned on the website and I paid 200.00 extra to have it delivered inside my house, I also paid sears.com for my entire order not a delivery service or a 3rd party all of my money for the 3 items went to sears. Why should I be tracking my packages with a company I did not pay isn't that their job since they took my money. I also found ou that day while I spke to the case manager that my tv consoled had been returned to them, but I still have not seen a credit for it. The lamp was send fedex. I was extremely upset by all the wrong information and running around I asked what sears was going to do for me for all the inconvenience and lies their unaducated team had given me. After 5 minutes on hold she said she was going to give me a 72.00 dollar give card not 70.00 or 75.00 but 72.00, I said what on odd number and I also had to wait 7 days for it.I finnally hang up very dissappointed and upset that such a big company as sears did not empower their customer service employees to satisfy a customer. Today I had another aggravating sears day. I received an email from sears telling me that my lamp had been deliverd yesterday wednesday at 10:56am by fedex so ofcorse I called sears to let them know that I had not received anything after being disconnected 4 times I spoke to a case manager again which wanted me to speak to the third party to track my lamp which after a few minutes of me blowing my top and telling her no because I paid sears not the 3rd party she told me they will get back to me in 5 days. Bottom line today is sept 26th I have no sofa no lamp no tv console but and no idea of when I will if ever receive anything and no answers but sears has had my money since the 16th. I asked for their corporate number they don't give that out could it be that the complaint call would be so huge they would not be able to keep up. SEARS SUCKS!!!!!!!
2 comments
If you paid for your items with a card call them and file a big fat complaint against Sears. Usually that will get things done.
Money talks as you very well know.
I have a feeling that someone pocketed that extra 200.00.
People are being scammed by Sears left and right. Good luck and I hope you get your items or your money back.
Review
Loss
$988
With Official Company Response
I found out Sears subcontracts garage door installation after the fact. Four years after garage door and garage door opener installed, the opener burned out. Car was locked in the garage for 5 days. Could not manually open it. Opener should have lasted 20 years. ...
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5 comments
I responded yesterday to Kurts message.
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Review
Service
Sears Installation
Loss
$235
Tags
With Official Company Response
On August 30, I found an advertisement for a GE dual fuel, 30" slide-in range with convection oven, offered for $429 on the Sears Outlet website. I printed out the page and took it to the Franklin Mills outlet store. The sales person helped me find the range,...
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3 comments
cdjall,
Thank you for making us aware of your recent purchase experience. We definitely understand the frustrations when a new purchase does not meet your expectations. We would like to look into this matter with you so we can ensure that you are provided the service that we are known for. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (cdjall) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Kurt M.
Social Media Moderator
Sears Social Media Support
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Review
the sears call center in winter park is an absolutely atrocious place to work. This place seems to hire only hoodlums, thugs, ghetto type street people or anyone basically, yet people who actually aren't like this who are civil or decent, who aren't crazy rude or...
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2 comments
When is this company going to use up and do the right thing by their employees and their customers? They are an embarrassment to anything tagged "business" in this country.
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Review
Service
Sears Manager
sears winter park call center is a hostile work environment.it is very abusive to good employees and women and treats them badly. they praise and kiss up to bad employees and *** people and do not reward or recognize those who work hard and are even the best employees...
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2 comments
Report them to the Labor board.......they are in violation of a lot of laws.
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Review
Service
Sears Manager
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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.
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
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
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!!