Company responded
Jennifer P Zmh
map-marker Aguadilla, Aguadilla

Sears CEO Mr. D'Ambrosio - Worst customer Service experience of a life time

In July I purchased a fridge, range, washer and dryer all at Sears on the same day in one transaction and opened a Sears card. The delivery date the sales person gave me was 8/1. Nothing arrived that day I called the store and was told it was coming on 8/8/2012. On 8/8 the fridge, range and washer arrived, but there was no dryer. I called the store to find out when it was coming and they could not tell me. After various trips to the store and phone calls, I was continuously told there was no system or the warehouse could not be reached. Finally I called the complaint line 8/29 and the person who attended me told me there was a scheduled delivery for 8/31. I received a phone call the next day from Sears confirming they would be delivering the dryer the next day. After waiting the whole day and calling the store to find out when to expect the delivery guys, I receive a phone call at 4 pm from Sears telling me there must have been a problem with their system because they didn't have the dryer and it was not going to be delivered. I went to the store the next day and was told they could not help me and to come back on Monday. I spend a large portion of my Labor Day holiday at the Sears store while the sales clerk took care of other people while she was waiting for an email from her manager who was at an "off site meeting". I left and came back a little while later and she told me she was going to proceed with an exchange for a different washer dryer set. However the only other washer dryer set that came in the same color was also out of stock and she could not exchange it for anything else other then Kenmore, even though those were in stock. She told me to call back the next day when the manager was in so she could explain the situation to her. She called ma back to offer a different set and color which I had already explained that I specifically purchased the color I had for a reason as it matched the house. Then she offered me the same 15% discount on other brands but I would have to pay the difference, which is unacceptable, I did not cause this situation. She also told me that they had verified with the consumer protection agancy just to make sure they were offering something "acceptable" and told me I should call them also to verify. I called the complaint line back. The girl who attended the call told me to stop being so nice at the store, get my money back and go elsewhere since they couldn't do anything for me. I insisted that there was already an existing complaint that I had logged the week before then she looked up my account and said that she was escalating and to wait 24 to 48 hours for a response. I waited a week and received no response what so ever from anyone at Sears. I then sent an email through the website, because the hotline had closed for the day, and also received no response. I called the line back during my work hours and spent 1.5 hours on the phone, was passed between 4 different people and departments, the majority of the time spent on hold for the last person attending me to tell me that she couldn't transfer me to the other department since they had just closed for the day. One of those people cancelled my order for the dryer without my consent to refund the purchased amount and transferred me to the website people who offered the same 15% the store had 2 weeks ago. I have spent hours trying to work with Sears on a resolution, I purchase the washer/dryer set in July and have receive absolutely no actual assistance or commitment from anyone at Sears to resolve my case. I have lost days of work, money on gas to go to the store, have not moved into my new house all because Sears could care less if they deliver what you purchase as long as they make that sale. I have told the various people that I have spoken with from Sears that all I would like is a washer dryer set that is relatively the same color of the one I purchased. However since it appears now that they no longer have the same color, and do have sets of a similar color, but they are more expensive and I would have to pay the difference. I am not paying extra for an error that Sears made. Since it looks like I will not get anywhere with this issues, I would like to return all the appliances and never step foot in another sears store again (or any other related stores like Kmart). It is obvious that Sears would rather save a few hundred dollars and turn a customer away then turn a very bad experience around and safe a lifetime customer. I grew up with Kenmore appliances and my family has always shopped at Sears but obviously that means nothing any more. I will also be cancelling my Sears card since I won't be using it after this fiasco and so will my father after this and he's been a member since 88. Glad I haven't purchased the dining room set and bedroom set that I was planning on. I still need a lot of things for the new house that I was planning on getting them from Sears, but after this I would rather go somewhere else and pay more for better customer service and actually get what I purchased.
View full review
Loss:
$700
1 comment
David Rde
Sears Response

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

Anonymous
map-marker Des Moines, Iowa

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

View full review
Loss:
$600
1 comment
Guest

i have sears Kenmore water heater 13 yrs. warranty still has 9 yrs. left water tank leaks i had to buy oather heater because no sears tech available to fix due to covid 19, i called Kenmore , some one said send proof of purchase and approve 699 dollars , sent proof now Tansformco asked send receipt of new purchase , It des not mention in warranty that i buy new heater and give receipts kenmore product is not available , why should i have to provide new purchase receipt , It is my right that i can buy any product from money i received for warranty of original product, i am happy that sears had to close stores due sears own deceptive business practice Sears said unless u do not provide new heater receipt we will not pay i was advice by friends to complain elder abuse due to my age , other advice file complain in court for deceptive fraud and harassment to consumer and senior

Anonymous
map-marker Spanaway, Washington

No sale

We had visited the South Hill Sears store and found our shopping experience a discouraging one. We were shopping for a clothes washer, dryer, microwave, 32-40" TV, TV stand and a single door w/freezer drawer refrigerator. First, My wife found the exact refrigerator she was looking for as well as everything else. However, the refrigerator was on close out and even though we were purchasing the other items, it could not be delivered with the washer/dryer. This was the deal breaker and we will do our shopping elsewhere. This has been the worse experience ever from sears!!! All the years we have dealt with Sears, never anything like this has happened.
View full review
1 comment
Guest

Consider it a gift from above. Sears products are terrible so you were saved all that aggravation.

Company responded
turnburrymom
map-marker Eatontown, New Jersey

Sears.com - no product, no refund, do not order from them!

Updated by user Jan 17, 2013

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.

Original review Dec 17, 2012
We ordered an air compressor from Sears.com on 11/15/2012. It was to arrive in 5-7 days. 2 weeks after order, called customer service. It was charged to our credit card but was "stuck" in computer system as "processing". Customer service rep recommended calling their "trusted 3rd party vendor". That vendor said they sold that product but not for the price Sears charged. Called customer service again. Requested refund. Nothing. Called again and rep said she would put in request to cancel order, she could not do it herself, we would have email confirmation by end of day. 1 more week with nothing. Next rep said she would enter it as a missing order, we would have refund notice by email within 72 hours. Another week of nothing. Another call to customer service to find out that order was cancelled but no, they did not refund my money. She would request refund. It will take another 5 business days. How can hundreds, even thousands, of retailers sell online without a hiccup and Sears just can NOT get it right?
View full review
Loss:
$55
4 comments
Guest

I am having the same problem. Items are stuck "Processing" since Novemberand they already took my money for the items.

They say they can not cancel the order. They have not refunded my money. These were purchased as Christmas presents, so now Im out of the presents and the money. I have complained on their facebook page and of course get their generic computer generated response.

This is the same response I got during their live chat and this is the same response when I called in to speak to someone regarding my missing order and money. I am at a loss as to what to do next? I will never purchase from them again at the local Sears here in town or online.

As someone mentioned before, they farm out all their orders so they actually have no idea as to what happened to your order or how to locate it. The response I got when I complained was "they will forward my concerns." WTF does that mean?

David Rde
Sears Response

Dear Turnburrymom ,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We are sorry to hear of the trouble you have encountered with your online order. We understand how confusing this situation has to be for you, especially since you asked that the order be canceled already. We would like a chance to work on your behalf to ensure that this situation is corrected.

At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the order was placed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Turnburrymom) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Guest
reply icon Replying to comment of Sears Response

Dear Turnburry mom: I received the same reply from them. I did email them and heard nothing back from them.

This is one of the generic responses they use. Good luck.

turnburrymom
reply icon Replying to comment of Sears Response

There is no amount of damage control you can do to make me "Sears friendly". The process is totally broken. The amount of customer service hours Sears spent on this one order makes me question how the company can stay solvent.

View more comments (3)
Company responded
Rustin Ary

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
| map-marker Buffalo, New York

No returns without receipt!

Updated by user Feb 14, 2013

This is with reference to the comment below supposedly by the SEARS MGMT!

Updated by user Feb 14, 2013

This is with reference to the comment below supposedly by the SEARS MGMT!

Updated by user Feb 14, 2013

This is with reference to the comment below supposedly by the SEARS MGMT!

Updated by user Feb 14, 2013

This is with reference to the comment below supposedly by the SEARS MGMT!

Updated by user Feb 14, 2013

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!

Original review Jan 24, 2013
Hi, I went to my sears store in Cheektowaga to return a pair of unused Dr scholls shoes in box and the lady refused to take a return due to no receipt! I asked for the manger and was told none was available at that time! I wasn't even asking for a money back, just store credit, I hadn't bought it with their shopyourewards program which wasn't my fault and was ready to take the least price available, it's just that they don't fit me! And was told about people stealing stuff and returning it! Are you kidding me, I'm gonna steal it from your store and bring it back right there to get caught all for what like $50. Your return policy is unbelievable, NO MORE SHOPPING A SEARS! No wonder its closing down!
View full review
Loss:
$50
14 comments
Guest

Most good stores will take returns or exchanges without receipts, it's just good business. When they don't it is a sign that, that you should not do business with them. BTW IdgieThreadgoode + LadyScot = *** W..,.H..O..R..E..s!.

Brianca Llm

It is an interesting sign of the times when people complain about returns without receipts not being done. I remember when you would be looked at funny if you tried it.

Now, people think it is outrageous to be expected to have a receipt. I too am glad more stores are returning to the common sense way of doing business.

Guest

I'm sorry but I'm happy they didn't accept your return. That's the way it should be.

Dr. Scholls shoes are not only sold by sears I'm sure. I'm not saying you did but anyone can return a name brand item and say they bought it there and get money back on a gift card.

It's a policy that sears needs to follow through with. Now if it says sears on the tags, that's the only time they should return without a receipt otherwise no.

Andrea Ahw

Black, seriously, just because someone has a different opinion than you does not make them affiliated with the freaking company. WHY do people always make comments like that?

YOu must work there, they must pay you, yada yada. It means I have common sense. Keep the *** receipt.

Again, what are you? 3?

Andrea Ahw

Jesus. They did not say they would call you back immediately.

Keep a freaking receipt for crying out loud. What are you people?

3? You act like a child.

Guest
reply icon Replying to comment of Andrea Ahw

LAdy..she's not talking to you.. so please!

Andrea Ahw
reply icon Replying to comment of Guest-609044

She is talking to everyone who reads this website. Don't want responses or opinions, do not post on this website where responses and opinions are accepted. KEEP YOUR RECEIPT.

Guest
reply icon Replying to comment of Andrea Ahw

Being informative is not a crime! Are you like tracking each and every comment.

Nothing better to do?!

Huh..Get a life! Taking abt being 3..Whining Lady..Seemz like Sears pays you for this huh>?

David Rde
Sears Response

Dear sapnanaresh:

Please accept our apologies for your local store not returning the shoes you purchased without a receipt. We understand your frustration and inconvenience for having to bring your shoes back when a Manager is available. My name is Susan with Sears Social Media Support Escalations team. We would like to look into this issue further and offer the assistance of a dedicated case manager who can help resolve your shoe return issue. 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 shoes were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (sapnanaresh) 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

Rustin Ary
reply icon Replying to comment of Sears Response

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!

View more comments (13)
Anonymous
map-marker Livingston, New Jersey

Scammed by Sears!!!

We ordered photos from Sears, paid for the photos and delivery and have been getting the run around. Every week we are told a different date to come back. They kept my money and stole my memories. The customer service is awful, when I asked them if they think it's right to scam people out of money and not give them what they paid for, her exact words were that it "was right" and nothing could be done. I went to the store several times only to be continually lied to. She had a sarcastic tone, and basically told me I won't be getting my photos even though I paid. This was a scam that played on parents. They sent out an email on 4/4/2013 stating that photos needed to be ordered by 4/18/2013. I ordered mine on 4/4/2013 and have the receipt. What a total SCAM. shame on sears and their lack of ownership to this situation that has scammed so many parents of their money and memories.
View full review
Loss:
$40
2 comments
Guest

If you are referring to have had photos taken at the portrait studio that was located in Sears, the same thing applies to them that applies to the Picture Me Portrait Studios that was located in the WalMart stores. The company that owns them is in bankruptcy court.

This means that everything they own is tied up. The employees of the studios didn't know until late the night before or real early the morning of the closing that the studios were being closed. You might have received better treatment at the Sears customer service department if you had been more polite. You don't get anyplace asking somebody if they think it's right to scam people out of their money.

It isn't Sears fault. What do you mean you were continuously lied to. According to what I have heard the WalMart stores that had the studios hadn't received rent from the company for about a year, and the same more than likely applies to Sears.

To heck with memories taken at a portrait studio, get a camera and take your own pictures. Memories can always be made, as far as that goes memories don't get made sitting in front of a photographer.

Guest
reply icon Replying to comment of Guest-646961

I think you are a very rude individual and have no right to speak to someone that way.

Weren't you taught manners? You must be related to the Sears staff.

View more comments (1)
Anonymous
map-marker Brevard, North Carolina

Sears repair and customer service

purchased a double oven which was installed ONE year ago. As I began to have trouble with the still-almost-new oven, I called Sears repair service, as I had taken out a CONTRACT SERVICE AGREEMENT with them on the oven. NOT only did they have no record of it, I had to dig into my VISA bills from one year ago to prove to them that I did, in fact, have the agreement. ONE wk later after requesting service I was scheduled for an 8-5 appt. That means you wait all day long and wonder when they might appear. At 4pm I was contacted by the technician who took the details of the problem and told me I was to far away for him to come that day and repair it and that he would order the parts needed and then set up another repair service call for ONE WEEK later. AGAIN.....another waiting all day long for the repairman to appear. Finally, once again, at 4pm I called only to discover the repairman was calling the wrong phone number and would not arrive that day. ANOTHER repair appt was made for ONE WEEK later, where I was given the schedule of "anytime between 8 until 5pm." I bought all my appliances from Sears for a new kitchen, took out the service agreement contracts, and this is the customer service I get. I hope to be able to warn off ALL future customers!
View full review
Loss:
$300
Company responded
Anonymous
map-marker Westland, Michigan

Lies

My fiance and i were having our bathtub replaced by sears and we paid $2000.00 to get no information at the end like we were told i had to google numbers for contacting sears and i called the corporate headquarters to be hung up on twice we never recieved our tub and they refuse to give us our money back the sales rep told us lie after lie after lie. The bathroom designer they sent out told us they remove anything that needs to be and replace it with no extra charge for any of it. They informed us this morning after we had to get the run around by multiple employees that they don't touch anything that needs removed you have to call a contractor yourself and pay them before they will do anything. They claim that they will email you all your information about your remodel and they email you nothing leave you with no contact information they take your money and run.
View full review
Loss:
$2000
1 comment
David Rde
Sears Response

Dear Anonymous392191,

My name is Edwin and I work with the Sears Social Media Escalations team. We’re sorry to hear how you feel and the customer experience you have gone though in reference to your tub. If further assistance is needed, we’d like to help. Please send us an email containing your preferred contact information –contact #, screen name (Anonymous392191), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Company responded
aw s Rdh
map-marker Clearwater, Florida

Sears does not honor warranty

On or about 24 September 2012 I clicked on an ad from Kmart for an inexpensive laptop. I called the 1-800 number to ask a question about the item and found myself redirected to Sears. A very nice lady answered my highly technical question and offered to complete the order. Of course I put the laptop on my Visa card and I requested (for security reasons) that the unit be shipped to the closest store for pick up. After a week I called to check on the order. It took another two days for an associate to call me back a report that the "lost item" had been found and was awaiting pick up. I made note when I signed for it that the box was opened. I checked the contents and found nothing missing and was assured by the store personnel that the unit was guaranteed for 90 days. I never let any of my computers out of my sight. It took a couple weeks for my IT guy to come and load my programs and set the computer up for me. Of course I purchased virus protection etc and had it loaded. Total cost just over $259.00 Within a week the battery began to take less and less of a charge. On or about 23 October 2012, I called 1-80*-349-**** and after going thru a useless phone tree was given another number to call. Once connected I was assured that all I had to do was take the unit back to the store where I picked it up and they would get me a new battery. Of course due to work obligations it took a couple weeks for me and my wife (the unit is in her name) to make it to the store. Once there a very nice Manager named Robin did all she could with the customer service desk, the electronic department, and finally parts. The two people in parts checked the computer for any information regarding a pending warranty or the availability of a battery. They had neither. One lady at the counter was very nice and helpful. The other attendant was not! His name tag said Peach. He said something that has made me decide to purchase a battery from an outside source and never do business with Sears again: Quote "if we had a battery I would not give it to you". After repeated calls to Sears, Kmart and Dell it is apparent that SEARS DOES NOT HONOR WARRANTIES and I am out over $500.00
View full review
Loss:
$500
1 comment
David Rde
Sears Response

try2Bpositive,

I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support Team. I am very sorry to hear of the troubles you are experiencing with your online order. I can truly understand you frustrations and the inconvenience we have caused with your order. I would like to have one of our dedicated case managers speak with you to further discuss your recent experience. 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 order is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (try2Bpositive) 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

Social Media Support

Company responded
Anonymous
map-marker Chicago, Illinois

Susan L. Rankin

On Feb 19, 2013, I ordered a mattress online from Sears to be delivered to my brother. I paid with credit card, and was told it would be delivered "by Feb. 26th". Upon inquiring that evening why it had not, I was frustrated by repeatedly being told to call another number, then another, and sometimes back to one I had been directed to before, until I finally demanded to cancel the order. On Feb. 28th, my brother was called by Sears to advise the mattress would be delivered "between 2:00 and 4:30 p.m." March 1st. He reported receiving another call about 4:00 p.m. Mar 1st that it was on its way. About 6:00 p.m. when it had still not arrived, he called to check and was told "they could find no record of such an order". Around 8:30 p.m., I called Sears to inquire; was offered to reschedule (I refused); was offered a $50 Sears gift card (again I refused as I never intend to buy from Sears again); and was finally hung up on by the representative named Jessica. My brother still needs the mattress. I either want it still delivered immediately (next day?), and feel the shipping charges should be refunded. If this is not feasible, I need to be assured the full original charge has been refunded and the order cancelled.
View full review
Loss:
$330
1 comment
David Rde
Sears Response

Dear Ms. Rankin,

My name is Delfa B. and I’m with the Sears Cares Social Media Support team. I saw your comment and I wanted to reach out to you to see if we could be of assistance. Please accept our apologies for the delay in delivery of your mattress, we understand these delays can be an inconvenience and time consuming. We would especially like to apologize for the poor customer service you received, and being transferred so many times is never acceptable. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information – contact #, screen name (Susan L. Rankin) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we hope to speak with you soon.

Thank you,

Delfa B.

Social Media Moderator

Sears Social Media Support

Anonymous
map-marker Port Saint Lucie, Florida

New refrigerator freezer problems

Sears - New refrigerator freezer problems
Sears - New refrigerator freezer problems - Image 2
Within the first two months the whirlpool model# xGZ25FSRXYY ice maker wasn't working,they fixed then they had to come out again and ordered a new circuit board then problems with freezing food in the fridge then the freezer wasn't the correct temp,I received a new one.i called from day one to get reimbursed for lost food.they gave me a case # and said they would call me the next day,well they didn't I tried to call them back again before the holidays and they said there systems was down, so I called them again today as the new fridge was delivered and guess what the system is down again so I don't know if they approved my money for lost food because I lost food again due to switching the new fridge.what happened to sears they were a good company years ago? Seems all the company's are turning to *** these days especially customer service and that god awful automated system that really wastes time.
View full review
Loss:
$425
Company responded
Anonymous
map-marker Mountain View, Arkansas

Heating and cooling unit can not get it fix right repair after repair.

Tech. Came out yesterday, replaced over $2,500 and got up this morning house is cold again, temp. Won't get out of 60's called and said sorry don' see a tech. Available for a while someone will call you in 24 hours and let you know something unit freezing up again.Yes I'm Pissed!Bought unit in 2005 tech. Has been out here so many times I have lost count . One year I know they were out here 5or6 times we added up the service call and parts and could have gave us a new one in place of the Lemmon we got ahold of. It seems like poor management to me,but what do I know I'm just a unhappy customer.
View full review
1 comment
David Rde
Sears Response

Dear Anonymous389369,

We apologize for the terrible experience you have received with the repair of your heating and cooling unit. It saddens me to hear the disappointment and aggravation you are expressing. We are more than happy to discuss your concerns further and address the issues that you have brought to our attention. My name is Delfa B. and I’m with the Sears Cares Social Media Support team. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information – contact #, screen name (Anonymous389369) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we hope to speak with you soon.

Thank you,

Delfa B.

Social Media Moderator

Sears Social Media Support

Company responded
Anonymous
map-marker Fort Worth, Texas

Gift card

I ordered a gift card from the Sears.com website to be delivered via email to the recipient on December 25th. The following day, I spoke with the person and they had not received any email or gift card from Sears. I double-checked the email address, it was correct. I had them check their spam/junk folder and their filters and there was nothing. So I went online and contacted Sears about the problem. I submitted my complaint on December 27th. I received an email saying they would "research" the problem and I would receive a reply in 5-7 business days. Never received any further communication from Sears (email or phone). So I emailed back and inquired again. This time I was told someone would get back with me in 3-5 business days. Again - nothing. Then I decided to call customer service via phone. Went through the whole explanation with the person, gave them all the information, was placed on hold ... and then they came back and told me since it was a gift card, they couldn't do anything but send it to another department and someone would get back with me in 72 hours. So ... again, I'm waiting. Do I think I will actually hear from Sears? Not really. It's January 10th and the recipient still has not received the gift card. If I don't hear back from Sears yet again, I'm not sure what my next step will be.... but I am done being nice and polite with them.IF you ever send a Sears gift card you need to double-check with the recipient that it was received. Otherwise, it's possible that Sears is just taking your money and keeping it. BEWARE!!!!!!!!!!!!!!
View full review
Loss:
$75
3 comments
David Rde
Sears Response

Dear Anonymous374111:

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.

I found your post here and wanted to reach out and offer our sincere apologies for the problems you are having receiving the gift card you purchased as a Christmas gift. I can certainly understand your frustration with first chatting with our customer service group then calling to find out where the gift card is that you purchased. We would like to offer the assistance of a dedicated case manager who will work on your behalf to resolve this situation. We value your business and are truly sorry that you have had to go through so much to find out where the card you purchased is.

You can also keep this case manager's contact information and if you have any difficulties with future purchases you can contact our group for assistance. Please send the following information – contact #, screen name (Lisa Cooper), phone # used at time of purchase to smadvisor@searshc.com – Thanks, Susan.

Guest
reply icon Replying to comment of Sears Response

SEARS DOES NOT CARE... BUT WHAT SEARS WILL DO IS BUY YOUR SILENCE...

BELIEVE ME SEARS DOES NOT!!!!! REPEAT NOT CARE!!!!!!!!!!!

DO NOT TRUST ANYONE IN THE MANAGEMENT LEVELS OF THIS COMPANY!!!!!!!!!!!! DO NOT TRUST THEM!!!!!!!!!!!

John N Mzy

I assume you paid, online, via credit card. If so, then dispute the charge immediately.

If you paid via debit card, you oughta know better! Once the money is gone, you have problems getting it back. In any event, stop having anything to do with Sears.

They are NOT the Sears, Roebuck & Co. we grew up with.

View more comments (2)
Company responded
Toney Dno

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
| map-marker Meriden, Connecticut

Sears dehumidifier recall problems, NO customer service

We recieved the card about the recall in November and immediately cut the cord, printed out the label, and did everything according to directions. Now, two months later, we've heard nothing. Three calls to their customer service number, and they ask for the tracking number, not the confirmation number we were told to keep. The label had their address also as a return address, so there is no reason they should not have received it. We ask for a supervisor, none available. We ask what we can do (send in another part?), no answer. The reps just repeat, we don't have your package. We plan to call again on Monday, when a supervisor supposedly be there, but if we don't get answers, we will not let this drop!
View full review
Loss:
$100
3 comments
Guest

same thing happened to me! They asked for tracking number and said they never received the package! I smell a ripoff!

Guest

Yes, this situation is worthless. We followed the instructions, everything said the 'claim' would process within 10 days and we are also going on over two months waiting, and in the most serious season in our area for humidity.

We can't wait any longer and we will need to go make a purchase to save our house from the unhealthy conditions it is now suffering. Then we can begin the process of cleaning and disinfecting all the mold and mildew that has resulted from us trusting this process. It is worthless to call, you are just told that there is a back log but "we will process your claim right away" and weeks go by. This is the last straw for us with making purchases, especially appliances, from Sears.

All done with LG as well.

The worst part is, when we sent the claim in for the recall we had looked for what we would purchase as a replacement unit. The one we had was the top of the line in it's day, and we wanted to be sure that we stayed in that category as we have a humidity problem through certain seasons in our area. We found the new unit that we would purchase and we were very happy as the unit was on sale for the entire month at our local Sears store.

Since we were told the claim would process in 10 days we figured with 3-4 weeks until the end of the sale we would be set.

Now almost 8 weeks later, the only thing we have to show for our efforts is the mold growing on practically every surface that isn't wiped down a couple of times a day and of course the sale expired 2-3 weeks ago which means now that using the gift card to replace this unit will end up costing us another $100. THIS IS TOTAL BS!!!!!!!!!

David Rde
Sears Response

Dear jcsmith1970:

Please accept our sincere apologies for the manner in which your dehumidifier recall has been handled. We certainly understand your frustration with following the directions as described in the card sent to you in November and not hearing anything back. 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. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things 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 dehumidifier 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 (jcsmith1970) 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

View more comments (2)
Gene G Rvr
map-marker Austin, Texas

Sears Citi Bank - Shop Your Way Rewards

Sears Citi Bank - Shop Your Way Rewards
Sears Citi Bank - Shop Your Way Rewards  - Image 2
Sears Citi Bank - Shop Your Way Rewards  - Image 3

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.

View full review
3 comments
Guest

problem here is the media is another crooked outfit in bed with your financial insitiution, hard to get justice here

Guest

i had did same thing happen to me they closed my account before i had a chance to cash in my reward points and i had 5000

Guest

How many of you know that when you pay your bill to Sears they charge you a process fee on your payment? Or when you pay off a late fee you have a process fee,plus another late fee.

Each time you use the card they have two fee's they do not tell you about, plus you miss one payment the interest rate goes to 21%.

This is not a good card to have.

Try paying the card off *** from sears starts. :(

View more comments (2)
  • 1
  • ...
  • 371
  • 372
  • 373
  • 374
  • 375
  • ...
  • 506