Sears
Reviews and Complaints
Sears CEO Mr. D'Ambrosio - Worst customer Service experience of a life time
Sears failed to complete the installation of a gas range.
Dear Sears Rep: December 18, 2012
On Saturday, of last weekend (12/15/12), my daughter, Jane Doe, purchased a stove and a refrigerator at your Des Moines Southridge store. The appliances were delivered as scheduled on Tuesday, 12/18. A problem arose with the installation of the gas range because the gas fitting at the house did not match the fitting on the range hose line. I was present during the delivery and he said that he could not hook it up. I asked him if I could get the correct part at the local hardware store so he could finish the hook-up. He stated that yes the store should have the correct fitting. He handed me two fittings and told me what I should ask for. I asked the gentleman if this was going to hinder his delivery schedule for the day and he assured me that it would not.
I drove to the hardware store and was waited on by the owner. Somewhere in our conversation confusion arose as to what size of fitting was required to complete the work. He said he would be glad to talk to the installer to try and clear this up. I called Jane and she put the installation man on the phone and the two talked. At that point things started going from bad to worse. Some very pointed words were spoken between the two and the hardware store owner suddenly looked at me funny and said they got “disconnected.” I gathered from watching and listening to the conversation that we both thought that your delivery person hung up on him. This was later confirmed by my daughter.
I left the store and drove back to my daughter’s house to find your three delivery people in the process of leaving after Jane signed the delivery forms with the stove still setting in the kitchen unattached. Jane of course was very upset and told her mom and me that he basically told her she would have to get the part herself and someone could come back to finish the work. She also stated that he was very rude.
My wife and I after discussing the situation were also upset. We had paid $15.00 extra for the gas line and at that point during the sale my daughter assumed that meant that it would be correctly installed.
After two phone calls to Sears’ 800 number, one by Jane and one by me, we found out that there was nothing more Sears could do and she is responsible to find the correct part.
The problem is that the original owner of the house had jury-rigged the fitting with the
installation of the original stove. In addition to your 800 service personnel I also talked with an employee in the Southridge store appliance Department. This gentleman was very courteous and did try and help solve the problem by talking to the delivery manager. He as well was unable to solve the problem and stressed again that the customer needs to find this mystery part. Before I thanked him for trying I asked him whether he felt Sears had any obligation to make this right by my daughter and he, with no hesitation said “no.” At that point I left.
I drove back to Jane’s house and for the first time stepped behind the stove and evaluated the connection problem. I figured out the problem and I now know the kind of gas fitting to make this work. Tomorrow morning I will try and find the part and fix the problem.
My point is that I have a daughter who is so upset that she will never step foot in another Sears store again and she will probably tell all her friends and relatives the same. She also has a girlfriend living with her who has three young girls that need to eat and a door stop for a stove.
I am asking again if your company cares to resolve this problem. We cannot directly call the local store and ask to talk to anyone at a level high enough to act on this problem because we always get connected to your 800 line. If you chose to resolve this issue, I please request you do not send the original installer to my daughter’s home as she was very intimidated by their last conversation; he is definitely not welcome in her home again.
Thank you for your consideration.
Sincerely,
John Doe
Des Moines, IA
No sale
Sears.com - no product, no refund, do not order from them!
Finally, we got an email notifying us that a credit was processed 1/14/2013 - 1 day short of 2 months. I still need to contact credit card company to see if that is true.
It took 6+ calls to get the money back. I wish I had logged each call and the length of call to know exactly how long many hours it took to get $58.84 back. The most frustrating part was that I could not talk directly to the people who process the refund to see what the issues was. Each time I had to call the customer service #, select the # for "existing orders", just to get someone asking me if they could help me place a "new order" .
"No, I selected the "existing order" option." The first customer service agent early in December really tried to resolve the issue. When nothing happened it took many calls to find another helpful person, a supervisor in the Online Resolution dept - he actually called back twice before he gave up. Of course, I could not get him back on phone when I placed follow-up call.
To get to a supervisor in Online Resolution, you need to call customer service, "NO, I don't want to place a new order, I selected existing order" , ask for online resolutions dept., and then argue for a supervisor.
The rep will tell you the supervisor can't do anything that they can't do but they do seem to have more pull with the dept that processes refunds. They claim the refund process is a "manual process" which doesn't make sense. I was also told "they don't have phones"??? and at one point I was told to contact corporate but they don''t have a phone number either, just email.
I threatened legal action if I did not have a refund by the time my bill was due Jan 14 (note date of refund - how convenient).
In the meantime, since I did not trust Sears after weeks of non-response, I contacted my credit card company about the disputed charge and they removed it from my bill. My husband thinks it might be purposeful delay and they plan on keeping the money of those who do not persist.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Buffalo, New YorkNo returns without receipt!
This is with reference to the comment below supposedly by the SEARS MGMT!
This is with reference to the comment below supposedly by the SEARS MGMT!
This is with reference to the comment below supposedly by the SEARS MGMT!
This is with reference to the comment below supposedly by the SEARS MGMT!
NOBODY bothers to MAIL back forget about CALL back! Its just a way to cause an illusion to people who read these comments that the aggreived customers are being responded/taken care of by people at SEARS!
Scammed by Sears!!!
Sears repair and customer service
Lies
Sears does not honor warranty
Susan L. Rankin
New refrigerator freezer problems
Heating and cooling unit can not get it fix right repair after repair.
Gift card
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Meriden, ConnecticutSears dehumidifier recall problems, NO customer service
Sears Citi Bank - Shop Your Way Rewards
I earned 73,293 miles/points using my Sears Citi card this year which pays one pt/mile for every dollar spent. Last month I spent over $13,000 on my card, and paid the balance off as usual so I do not accrue any interest, with the intention of requesting an iPad II next month that was approx.
90,000 points on the Sears Citi Bank Shop Your Way Rewards website. I wanted the iPad to use as a baby monitor because we our expecting our first child in September, a baby girl! Well, low & behold Sears & Citi bank cancelled my card two days ago for absolutely no reason other than to avoid paying me the miles/points I had earned by using their credit card. Is this legal?
Do I have any recourse? Consumers please be leery of this shady practice. It irks me beyond disbelief that two reputable companies such as Sears & Citi bank would participate in such a wrongful practice; talk about blind-sided. Here is they're fine print which basically gives them the opportunity to *** if they want to by cancelling your account at anytime...
If your membership is terminated (including if your Account is closed), or if you decide to cancel your membership in Sears Choice Rewards, all accumulated Points will be forfeited. ---All I can say is Wow! & Ouch!! This is terribly unethical, unjust, & wrong.
Another case of big banks and big industry bending over the lower to middle class. I'm going to try to take this to my local news outlets and see if I can alert the rest of my community here in Austin, TX or better yet nationwide.
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Dear Ms. Perez,
We are truly sorry for the difficulties you have experienced receiving your dryer in the color specified in your original order. With all the items that you purchased, we can understand your frustration and disappointment with not receiving the dryer that you ordered. I would certainly be upset with all the time and money that had been spent not to get the dryer I ordered. 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 issues start to finish with one dedicated case manager. We would like to look into this issue further and offer our assistance to help resolve your situation. We value your business very much and want to help turn this frustrating situation around.
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 (Jennifer Perez) 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