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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
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!!!!!!!
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2 comments
Anonymous
#767053

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.

SearsCares
Sears Response
#722553

Dear Anonymous,

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that a dedicated Case Manger will handle your issue start to finish. They can also help with any other issues you may have with Sears. We'd like to apologize for the frustration and inconvenience you have experienced with your order. This is not the type of service that Sears has long been known for or the type of service that you deserve. We value your business and would like to help. 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 lamp, couch and television console were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code I've assigned to your case (Anonymous449543), 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

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Review
#449543 Review #449543 is a subjective opinion of poster.
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
Anonymous
#722537

I responded yesterday to Kurts message.

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Review
#449479 Review #449479 is a subjective opinion of poster.
Service
Sears Installation
Loss
$235
Tags
  • subcontracted installations
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
SearsCares
Sears Response
#722042

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
#449323 Review #449323 is a subjective opinion of poster.
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
Anonymous
#747336

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
#449242 Review #449242 is a subjective opinion of poster.
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
Anonymous
#767054

Report them to the Labor board.......they are in violation of a lot of laws.

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Review
#449045 Review #449045 is a subjective opinion of poster.
Service
Sears Manager

Scammed DO NOT BUY FROM SEARS

Purchased a Whirlpool Cabrio Washing Machine from Sears. Got it home and it makes loud noise. We also purchased extended warranty which was an extra 200.00. Called Sears Appliance Repair Center to come to out house to check it out had to wait THREE weeks for a Saturday appointment, on the day of the appointment the technician called to say he had a bad address, confirmed the address with him (the address was correct)gave the technician directions to our address (which is only about 2 miles from the actual repair center) and he said he would be at our house in about 15 to 20 minutes and he never showed!!!! Called the technician back on the number that showed up on my cell phone that he called on and he would not answer, called the 800 customer service center and they keep saying I have to reschedule he had a bad address....They will not let me talk to anyone to get this issue resolved...The repairman never had any intentions of showing up. I WANT MY MONEY BACK!!!!!!
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Review
#449034 Review #449034 is a subjective opinion of poster.
Loss
$1000
With Official Company Response
This is a letter I have been trying to email the Board of Goveranance, and CNBC, and the Sole Company itself: To whom it may concern, I am writing this email to you after spending 12 hours from my work day trying to resolve the problem with our Sole F85 that we...
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4 comments
Anonymous
#747339

If you DO manage to get another treadmill be greatful for it and make sure you never deal with these people again. Imponderable is enough for anyone and your money is too precious to put in the pocket of a big company,

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Review
#449003 Review #449003 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$2084
With Official Company Response

Sears is the worst

I have been trying to get my dryer repaired for a month. I've had 3 technicians come out and 3 parts shipped to my house. Now I can't seem to get anyone out to my house to install the 3rd part. Apparently I was scheduled 3 days in a row according to customer service and no call no show from their technicians/repair department all 3 days. Follow @DontShopSears on twitter. I have had such an awful experience with Sears customer service and technicians that I created this twitter account and I want to make it huge. I am probably going to work on a website solely for Sears customer complaints soon and hopefully will be able to get it to the top of google search results.
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4 comments
Anonymous
#767056

Glad to hear it. Let 'me have it!

SearsCares
Sears Response
#721642

Dear Anonymous,

Thank you for the feedback regarding the issues you have had with your dryer repair. We apologize for the excessive amount of time that the repair has taken due the failed repair appointments. My name is Jack with the Sears Social Media Support team. We would like to have a case manager contact you in order to help expedite the repair of the dryer. The case manager would work with the various departments at Sears in order to ensure that the repair is completed as quickly as possible and to address any other concerns that you may have. If you would like to speak to us about this, please email the following information – your contact phone number, screen name (Anonymous448964), 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

Anonymous
#721179

It was in fact A&E.

LTCC
#721120

A&E perchance?

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Review
#448964 Review #448964 is a subjective opinion of poster.
Service
Sears Repair
Loss
$300
With Official Company Response

SEARS no longer stands behind sales Buyer Beware

Bought a new Kenmore Refrigerator stops cooling call SEARS, because it is under warranty, they offer to sell me another warranty, just in case it's a part not covered. I purchase warranty for $275. The repairman arrives 5 days later, tells me it is the compressor and it will be covered however, can't get part until Thurs., and he can't come back till Sat. to install it, just to busy. (I can see why it seems everything from SEARS is broken all over the country). My part arrives on Wed, I patiently wait on Sat, between 1 & 5, for my repairman. At 3:30 I get a call that my repairman has called off and there is no other appts. available until Sep 30th another 10 days. Really! I cancelled my Sears Charge Acct, also requested refund for my $275.00. SEARS is a sinking ship, it's a shame after all these years this has what it's come too! These American jobs aren't worth saving!
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3 comments
LTCC
#721310

Sears Cares.....so much....that they have moved into damage control mode......effort up front would save you all this embarrassment.......that and dumping the A&E clowns

JYarnell
#721303

Sears sent repairman out today, thinking it was a diagnosis instead of a repair. The part has been here since the 16th.

When he removed "NEW" part from box to install it, it was damaged and couldn't be installed. They ordered a new part and will be back OCT 1st!

By the way haven't heard from SEARS rep that want to help! Haven't had a Refrigerator since 09/12!!!!

SearsCares
Sears Response
#720633

Yarnell,

We’re sorry to hear about the troubles with the refrigerator you purchased. My name is David with our Sears Social Media Support team. I came across your post and wanted to offer our assistance. If you would like to discuss this situation, we would be happy to have a case manager contact you directly and assist in addressing your concerns. At your convenience, please contact my office via email at smadvisor@searshc.com. In the email, please provide a contact phone number and the phone number the refrigerator 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 (Yarnell) you used to post on this site, for reference to your issue.

David W.

Social Media Moderator

Sears Social Media Support

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Review
#448586 Review #448586 is a subjective opinion of poster.
Loss
$2100