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With Official Company Response
Our small fridge was a little over 3 years old. We purchased a "Master Protection Agreement" about 6 months ago. It stopped cooling. We scheduled a first in-home repair visit. The 2 contracted repairmen were nice, but quite honestly, clearly had no idea what was...
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4 comments
Anonymous
#714304

I agree 100%, I purchased a Kenmore refirgerator, leaks when making ice, or so it seems. They don't stand behind their products. I don't shop at sears anylonger for anything.

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Review
#444211 Review #444211 is a subjective opinion of poster.
Service
Sears Repair
http://www.pissedconsumer.com/reviews-by-company/sears/very-poor-customer-service-20130731434733.html This is the original post I posted more than a month back. The media person who replied to this post asked me to email her to help resolve my issue. I emailed her as...
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Review
#444194 Review #444194 is a subjective opinion of poster.
Loss
$70
Tags
  • Treated bad by the customer servic

No Sears

I posted a complaint about 3 weeks ago, with regards to a service technician ordering a wrong part on July 22nd and I had not received my refund. Well it's over 3 weeks later and I still have not received my money!! I have been contacted (via messages) from their executive office for over a week and today I received an email stating my account will be credited $87.61 + tax, when they debited $126.55 from my account. I am so frustrated. I feel like Sears has stolen my money and I have no recourse. I have even written the president. PLEASE DO NOT SHOP AT SEARS!!!
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Review
#444153 Review #444153 is a subjective opinion of poster.
Loss
$127
Tags
  • SEARS REFUND
My credit report keeps showing that I have a Sears credit card since August of 1992. 1992 people! I never applied for one, never had one, never got a bill for the one they said I have yet it shows up on my credit report. I tracked it to an address in CA. I wrote...
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Review
#443651 Review #443651 is a subjective opinion of poster.
Loss
$5000
With Official Company Response
Called to locate an AC unit. 1-800 guy said my local store had one I could go look at, but when I went all the way out there, I was told they never have carried those in stock so the phone guy essentially lied. Had a Sears Outlet order one. Later when I had questions,...
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1 comment
SearsCares
Sears Response
#708074

Dear Anonymous443373,

My name is Liz and I am with the Sears Social Media Support Team. I found your post here and I am truly concerned with what I have read. It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We are truly sorry for the disappointing experience you have encountered with the repair of your AC unit purchase. We would like the opportunity to speak with you to address your concerns and hopefully 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 a contact number and the phone number the AC unit was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous443373) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we look forward to speaking to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Review
#443373 Review #443373 is a subjective opinion of poster.
Loss
$500
With Official Company Response

Update by user Sep 28, 2013

Sept 28, 2013:

Deafening silence from Sears. Their idea of responding to my complaint was to "establish a case number." Yeah, whoo-eee, a case number!!!! No action, no contact, no responses to e-mails, absolutely no follow-up of any kind except the response below...

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5 comments
SearsCares
Sears Response
#708028

Srogers66,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We are sorry for the troubles you have encountered with your dryer repair. We can truly understand how important it is to have your dryer repaired in a timely manner. We have forwarded your post over to your case manager for contact. 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

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Review
#443371 Review #443371 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response
Sears has gone down the tubes! I will NEVER step foot in a store again. I bought a refrigerator but turned down the $70 delivery fee (I live 3 miles away). Three days later, I called the store to see if it was in, no one would answer the phone. I got eventually got...
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1 comment
SearsCares
Sears Response
#707568

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry to hear of the trouble you experienced with your new refrigerator purchase. If delivery is not paid for with the purchase of an appliance, the responsibility does fall to the customer to get a defective unit back to the store. With that being said, we can certainly see how this situation would be most upsetting for you. We’d like to discuss this matter in more detail, and ensure that your feedback is passed along to the correct management team. Please send the following information – contact #, s the screen name that I have assigned you (Anonymous443215), 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

Review
#443215 Review #443215 is a subjective opinion of poster.
Service
Sears Delivery Service
Tags
  • refrigerators
With Official Company Response

Sears in Chicago, Illinois - Vacuum scam

I brought my canister vacuum to the Schaumburg Il. repair center after seeing a You Tube video with the exact issue we were experiencing. The video showed how to replace a switch to solve the problem but since I am recuperating I bought it in. Received a call a week later saying I need several new parts including a new wheel and wand for a total of $225. I told the rep that this 5 year old vacuum only had one issue (beater bar going on and off) and the video described how to fix it with a $20 part. He said he will ask the technician to look at it again with that information and I will receive a call back within 24 to 48 hours. That was 8 days ago. I emailed Sears 3 days ago with no resonse.
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4 comments
SearsCares
Sears Response
#707563

Dear Peterpar,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the manner in which your vacuum cleaner repair has been handled thus far. Our repair costs are not calculated by time on a job, but are based on pre-set job code amounts. Nevertheless, we can understand how this situation would be concerning for you, and we’d like the chance to look into this more. Please send the following information – contact #, screen name (Peterpar), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

Anonymous
#709191
@Sears Response

So now it is two weeks since my last call from Sears when I was told someone would be back to me within 24 t0 48 hours. To add injury to insult, I responded immediately to Brian at the "Social Media Team" and have received to response.

Sears has a huge customer relations problem as well as an ineffective repair center.

I used to rely on Kenmore products but I have lost all trust in them. My goal today is to send a letter to Sears Corporate.

Anonymous
#710689
@peterpar

Apparently the Sears Social Media Dept. ( see above response) is a ploy on the companies part to act as if they wish to resolve issues.

I responded to the reply above on Aug 27 and have sent two follow up emails and have heard NOTHING. I was at a party and was telling some friends my experience and apparently this is not uncommon.Brought my vacuum in for a basic

repair on August 13, received a call on August 16 indicating they would get back to me in 24 to 48 hours.

That was 19 days ago and I have heard nothing from the repair dept or the Social Media Group!! Tomorrow it is Better Business Bureau day for me.

SearsCares
Sears Response
#710926
@Sears Response

Dear peterpar,

My name is Susan with Sears Social Media Support Escalations team. I am a colleague of Brian's who posted to your original comment on this site. In researching your case, I see that your Case Manager, Debra, attempted to call you on 8/29/13 but there was no answer and no voice mail to leave a message for you. She next sent an email to you giving you her contact information so you could call her back regarding your vacuum issue. We care very much about your vacuum repair issue and would like to offer Debra's assistance to help resolve it. If there is a better telephone number to reach you, please email that number to SMAdvisor@searshc.com. I'm not able to provide Debra's contact information on this public forum but I will forward your post to her and ask that she attempt to reach you by phone again and to send another email to attempt to reach you. If her email is not in your email inbox, please check your spam or other folder. Thank you for reaching out again on Pissed Consumer and we look forward to speaking with you soon.

Sincerely,

Susan R.

Social Media Moderator

Sears Social Media Support

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Review
#442785 Review #442785 is a subjective opinion of poster.
Service
Sears Repair
Loss
$205
With Official Company Response
8/3/2013 - We ordered two pair of boots from sears.com for a total amount of $75.70 via PayPal. 8/5/2013 - PayPal transaction cleared our checking account for $75.70. 8/19/2013 - My wife called sears.com online customer service number 1-800-697-3277 and spoke with...
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1 comment
SearsCares
Sears Response
#707557

Dear Anonymous,

My name is Brian, and I am part of the Sears Cares team. We are sorry for the continued frustration, and apologize that your issue has yet to be resolved. We will forward this information to your case manager for attention. We thank you for your patience, and look forward to finding a satisfactory resolution for you soon.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Review
#442769 Review #442769 is a subjective opinion of poster.
With Official Company Response

Sears in Elgin, Illinois - Repair dept. loses my vacuum cleaner

Been buying vacuum cleaners there for years. We always buy the insurance. Last year needed a repair, drove up to springhill mall dropped it off 2 weeks later went to pick it up and they never fixed it, had to wait 2 more weeks. Luckily I have a bad spare considering I have to shedding dogs. 8-8-13 motor started sounding funny took up to repair drop off, called on 8-20-13 to find out what is taking so long, said they would get back to me in 24 hours because they cant find it in their store or at the repair place!!!!! E-mailed them on 8-19-13 also because I was on hold for 20 minutes. My reply was someone would be contacting me in 24 hours!!!!! So it is now 8-23-13 no call, no vacuum. We are done, done, done. This isnt the only issue we have had there. People dont want to wait on you, you can never call and get through to who you need to talk to. Pissed and done.
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1 comment
SearsCares
Sears Response
#706102

Dear Anonymous442559,

Thank you for making us aware of your recent experience regarding the service delays for your vacuum cleaner. We certainly understand how frustrating it is to be without your vacuum and to have to make a second trip to the store only to find out that it hadn't been repaired. In addition, waiting 20 minutes on the phone for an Associate to help you is not the type of customer service we want our customer's to receive. We expect all of our retail associates 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 vacuum 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 (Anonymous442559) 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

Review
#442559 Review #442559 is a subjective opinion of poster.
Service
Sears Repair