Sarahmarie Peo
map-marker Modesto, California

Weeks to get merchandise

I ordered a pair of high heel boots in the beginning of March and two toddler outfits. I noticed by my bank account that the money had been taken out but when I went to my sears online account it said the order was still processing. Well some how they made a mistake and asked if I would like for them to resend the order thru again. I said yes but I guess they were sold out so I didn't get the boots. When I asked about the toddler outfits they told me last Thursday that they would be sent out to me on the following Wednesday. So now I have to wait another six days for the delivery because of the holiday. My advice is if you are in a hurry for something sears online IS NOT THE WAY TO GO!!
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Company responded
Anonymous
map-marker Memphis, Tennessee

Lied about picking up a Elliptical on date told.

I came into Sears on Sunday looking at fitness equipment and ffound a great deal on the name brand elliptical. Went to register to pay and was told were out of them. But it would be on the Tuesday truck and could pick up Wednesday between 6pm and 9pm. Well on Wednesday with in the told time slot called to make sure was there and was given run around and finally told truck hasn't been unloaded wouldn't be till later and just best to call back another day. I'm sorry I spent $600.00 at this store and I want my Elliptical.
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1 comment
David Rde
Sears Response

Dear Anonymous392695,

My name is Edwin and I work with the Sears Social Media Escalations team. We apologize that the arrival of your elliptical machine was not available for pick up at the expected date given, and for that we’re sorry. We would like to talk to you in reference to your experience. Please send us an email containing your preferred contact information –contact #, screen name (Anonymous392695), 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
Anonymous
map-marker Santee, California

Sears Service

My dryer stopped heating so I called Sears. They sent out a tech. He replaced a $2.00 fuse for $156.00. He asked me to take a survey....I swallowed and politely complied. Now I am recieving endless survey calls and emails. I called Sears to ask if they would please take me off their list. After 30 minutes and 5 departments.....they admitted that they dont know how. As if a $156.00 fuse is not enough plunishment now I am reminded how uphappy I am on a regular basis. I cant believe how *** a company that size can be in this respect. Social media is HUGE for a company like Sears and the online complaints are endless. I have no idea how to stop the calls. So now, I too HATE SEARS and will NEVER but anything from there again.
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Loss:
$156
1 comment
David Rde
Sears Response

Dear Anonymous392314,

My name is Edwin and I work with the Sears Social Media Escalations team. I can only imagine the frustrations you may be facing with these unwanted surveys and emails, and for that we’re sorry. If further assistance is needed, we’d like to help. Please send us an email containing your preferred contact information –contact #, screen name (Anonymous392314), 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
Phyllis A Rdp
map-marker Port Washington, New York

Lack of Delivery of Dryer

I am getting the run around with the delivery company and customer service depts. I made 4 calls today and still do not have any satisfaction. I paid $180 for delivery of my new dryer scheduled for Nov 30th. I have been told it will not be delivered and the delivery dept was very rude and hung up on me. Full Story: I called delivery this morning to see when I would be getting my new dryer delivered on Nov 30th per my receipt. I was told that their system said customer would pick up and that I needed to call customer service. I called customer service who said their system said home delivery for Nov 30th and they corrected the problem. I should get a call with the time of delivery between 6 and 8pm tonight. At 7pm I called delivery and she advised me that their records showed pick up at the store. I explained what happened and she wanted to transfer me again. I asked to speak to a supervisor and she said there was nothing she could do and she was transferring me. I asked her to stay on the line with customer service so we could straighten this out and she hung up. Customer service now tells me shipping on Nov 30 and delivery of 12/7. I should get a call on 12/6. I asked for something in writing and she said wait for 12.6. I am not happy with this run around and want my dryer delivered as promised 11/30 or as soon as possible not 12/7. Who can help me? Apparently there is no customer service and managers do not care to help pissed customers.
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Loss:
$600
3 comments
Phyllis A Rdp

Update: Cancelled sears order and went to PC Richards....had the new dryer in 2 days and price was even better! Thanks PC richards@!

David Rde
Sears Response

Phyllis,

We are very sorry to learn of the delay you are experiencing with receiving your dryer. I can understand how upsetting it is to be given different information by different people about your delivery. We truly apologize for any inconvenience this has caused you. I would like to get you in contact with one of our dedicated case managers so that we may follow up with you to learn the outcome of this and help any way we can.

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 dryer was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (phyllisangello@aol.com) listed on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

Phyllis A Rdp
reply icon Replying to comment of Sears Response

We cancelled order and went to PC Richards...had a new dryer in 2 days...Customer Service cancelled order within minutes....why couldn't I get a delivery date that fast???

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Company responded
Jelissa Shk

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 Claremont, California

Car accident due to poor service on vehicle

Updated by user Mar 18, 2013

Im sorry---I forgot send my phone number is 810-449-****. I don't know contact # you are referring to. Screen name is holjame@***.com

Updated by user Mar 18, 2013

So sorry that I had not responded. I did contact Sears Corporate headquarters to update my complaint.

I had a complaint number given to me at the time the incident had occured. The reprensentative I was speaking to contacted the Sears Auto Center and we were on a three way conference as to why no action had been taken. The manager in question said all information was not sent to him,(which was a lie)! I then told him that, and I would provide it to him.

I drove to the center and gave copies AGAIN of which was provided to me. Apparently one sheet of missing paperwork was NOT GIVEN TO ME at the time of service by Sears.

It has been over three weeks and still have no response by this manager or the company. I am also updating the cost that I am asking for which would include the charge of service by Sears---$674.79 to make a total loss of $1874.79

Original review Feb 14, 2013
On 04/18/2012, I initially brought my car in for oil change. It was also suggested by mechanic that I needed to have structs, shocks and alignment service done. I agreed. In June, while driving through Needles, CA, both front tires blew out.I had to have it towed to a nearby city for repairs, tires replaced,and complete alignments. All this due shoddy work done by Sears service. I have yet to get a response from them about some type of reimbursement! Will never go there or recommend anyone to go there. My reference number is 0672********. Info all ready submitted to Sears
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Loss:
$1200
1 comment
David Rde
Sears Response

holjmae

Please accept our apologies for the level of customer service you have received from one of our Auto Centers. My name is Liz and I am a member of the Sears Social Media Support team.

I saw your post and wanted to offer our assistance.

We would like to contact you and further discuss your experience. Please send the following information – contact #, screen name (holjame), phone # used at time of purchase to smadvisor@searshc.com – Thanks, Liz Social Media Moderator, Sears Social Media Support

aesha L
map-marker Honesdale, Pennsylvania

Sears Executive Complaint

I purchased a Kenmore electric hot water from Sears. One year later the relief value went bad. Seven month later the value went bad aging. The water heater was installed by sears The water heater was releasing 40 gallons of water into my crawl space everyday all day long, causing black mold to grow. I paid a plumber $175.00 to tell me that the water heater should not be sitting in water on the concrete. I contacted the sears executive compliant department on 11/2/12 and spoke with Rebecca Glavin at ext 28. I explained what happened and per Rebecca she will follow up with me on Monday. This is were the nightmare began. She was awful. This is the worse customer service I ever received. On 11/6/12 I left a message for Rebecca at 10:30am and 12:20pm regarding my case. On 11/7/12 I called two times I spoke with Gloria at 10:43am and Ashley at 3:15pm and they both sent Rebecca an e-mail asking her to call me back regarding my case before the sears tech arrives. The sears tech came and the water heater needs to be replaced. I called the water heater department and spoke with Mary her id# 250145. Per Mary the water heater would not be in stock until 11/19/12. The sears tech advised me to turn off all my electricity until the new water heater arrives on 11/19/12. On 11/8/12 at 11:15am I left a message for Rebecca regarding the update of my case. On 11/20/12 at 1:45pm I left a message for Rebecca to see if the water was in stock. On 11/21/12 I left a message for Rebecca at 10:30am, 12:49pm and 2:03pm. That same day I spoke with Dawn and she stated that Rebecca was out to lunch and she would e-mail her asking her to call me back either today or by Friday. I never received a call back. On 11/26/12 at 10:30am I left message for Rebecca to see if the water heater was in stock. I called back and spoke with Maureen. Per Maureen, Rebecca was ON HER WAY to break. I asked for another caseworker or a supervisor. Per Maureen it does not work like that. I just have to wait for Rebecca to call me back. She did not help me and she would not transfer me to a supervisor. I called back at 11:10am and spoke with Anthony. He e-mailed the water heater and Rebecca and someone will call me back in 24hours. On 11/28/12 at 9:30am I spoke Carol and she stated that the water heater was in stock but I had to pay $289.99 before she could place the order. I left a message for Rebecca regarding my case. On 11/29/12 at 9:55am I left a message for Rebecca regarding my case. I also left a message on ext 21 about the problems I am having with Rebecca. About an hour later I called the 800 number and I got Rebecca by accident. FINALLY she set up an appointment for the water heater to be delivered. Per Rebecca they will drop it off in my driveway on 12/5/12 unless I am willing to pay $279.99 to have it installed again and that is the best that they can do. I was extremely disappointed with the executive customer service department.
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Loss:
$7200
Ebony Vpw

Thinking of buying a high end Whirpool product at Sears?

Thinking of buying a high end Whirpool product at Sears? Be careful ....... I will let you know how things go with my problem - Will be on Twitter and several other sites. I was on the phone yesterday with a supervisor from Sears, loosing a lot of my time and temper with this. Here is my story - Bought a Kenmore Elite dishwasher - Made by Whirpool for Sears and it was sold to me as a high end product. Paid over 1000$ for 2 years usage and I just sent an E-mail to both companies. The electronics on my product never worked very well. They have already changed the board once now they are charging another 80$ just to see what needs to be done to get it working properly. Hope it's not another board because the cost will increase fast! ....... The product was garanteed for 2 years, how funny that only a few months later it breaks down again. The worst part is that the board was changed about a year ago and I have now started to have the same problems again - (first problems started 3 months after purchase and service call was made) now lets make something clear, this is normal residential use. My opinion, sears tells you they have good service, think again buy elswere.... Costco is a very good choice because they make sure you are fully satisfied. Will give Whirpool a chance to react and will let you all know how they manage this situation.
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Company responded
Trent Aox
map-marker Roanoke, Texas

Sears.com

Believe it or not. After all the *** my old lady had trying to get the order straight with Sears/K-mart. com. Today one item arrived, they sent the wrong item. The Bastards sent a fleece, flannel pajamas instead of the robe she wanted. I told her to order her a couple of nice robes somewhere else and we will pay $150.00 for something nice. Anywhere, but there!!! She took it back personally to the store. They told her oh, we have them here they are 60%off. Noway was she going to give them S.O.B's another penny. We will order from Sears and K-mart when *** freezes over. They cannot get anything straight and boy did she give them an ear full when she called. I hope noone ever orders anything from them online or in stores. She still has 2 items as of yet to receive, I hope to God they got something right. They are the same thing, so surely she will get at least 1 right!!(BOOTS)These people are nuts. I really wish they was around here, so I could handle it personally, myself. I would show them my boot, size 14 right up their *** Its NOT RIGHT what they do to people. Ironically the item they sent her was in the price range and was $2.00 cheaper than her order, so tell me thats not a set up. Its NEVER $10.00. or more when they screw an order up. You know why??? They think you will not bother and just keep it. Never people let them do that even if its $5.00. Make those bastards pay. She said it took them 20min or more to figure out how to give the return back on card and also said something about a gift card. She said, NO to that, also. Wish I had been there! Please, stop buying from Sears, Sears.com and K-mart.com Funny none of her other orders are screwed up, but 3 or more with them and all the hassles. Returns not confirmed, we have had it it! I want to see them out of business!! FOR GOOD!!
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1 comment
David Rde
Sears Response

MajG

My name is Liz and I am a member of the Sears Social Media Support team I saw your post today and wanted to reach out to you to offer our assistance. I am very sorry to see that you had such a disappointing experience with your online order. It is frustrating enough to encounter any trouble with your order, much less to receive the wrong items. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your return needs are met to your satisfaction. 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 (MajG) 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

Anonymous
map-marker Evansville, Indiana

Customer

On 3/23/13 I purchased $156.55 in clothing. The only receipt that I received was not itemized. It only gave me a total, a bar-code number and FC 3379-89**-**30-0939-**** and date. I have no way of knowing how much I was charged for these items. I have not been angry about this until now! I would think that you would want people to use as few words as possible rather than insisting on one hundred words. What is the reason for this? The value of people's time doesn't count for anything, or so it seems. It would be easier to go back to the store for an answer. Thanks
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3 comments
Guest

It looks like you chose the ereceipt option. To see your full receipt just check your email (or at least the email that you provided them with in the Shop Your Way Rewards).

John N Mzy

I know KMart has their rewards card(free) and the machine asks you if you want a printed receipt or not. In either case, the actual receipt is emailed to you at the address you gave when you got the card. Not sure about Sears, but they are now a part of KMart.

Guest
reply icon Replying to comment of John N Mzy

That is what is printed out when you hit e-receipt.

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Anonymous
map-marker Staten Island, New York

Will never go to sears again

Purchased washer and gas dryer came at time not promised, never told it was only a delivery not an installation, which after paying $1850.oo i was told it would cost an additional &169.99and i would have to wait. The delivery men who are subcontracted out then would not deliver because they said the turn going down to mr basement was to tight, they never took items off of truck and out of boxes to even try, i have had other washer and dryers ,furniture and tread mills del from sears and never had an issue. I made several phone calls and reached out of the us ans could not resolve, i have been a sears customer for over 30years and will never buy from them again. Furthermore we are victems of superstorm sandy and were .made victems once again, sears is certainly not the company it used to be. alison benvenuto staten island ny. Abenvenuto@***.rr.com
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Anonymous
map-marker Wellington, Florida

Kenmore Stove

Kenmore smooth top electric stove. Oven liner has warped because of high heat used during self-clean cycle after only three years of light use. Many similar complaints to CPSC yet Sears refuses to acknowledge that there is a defect in their product. Sears does not stand behind their Kenmore appliances after the first year and does not show concern for their customers. Sears from years ago when they helped the consumer is gone. Better to buy a name appliance than Kenmore. Sears is horrendous in terms of customer service. With so many appliance stores available, why support Sears? Sears customer service policy is very foolish. Eventually it will catch up with them and they'll be out of business.
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Loss:
$1500
Anonymous
map-marker Detroit, Michigan

NEVER ORDER FROM SEARS.COM

I ordered my daughter a bed from Sears.com. My receipt is from Sears, my order was through Sears, my credit card charge shows Sears. When I tried to return the SAWDUST in a box, I was told that it was sold by a third party and NOT SEARS. First I was told that I could return it within 15 days of delivery, and that someone would call me back and provide details to return. Then I was told that they couldn't get a hold of the vendor. Now, two weeks later, and 10 different phone calls, they're saying that it CAN NOT BE RETURNED!!! OMG!!!!!! SEARS SUCKS!!! NEVER ORDER FROM THEM AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Loss:
$286
1 comment
Guest

If you ordered it form sears.com there is a chance you did order it through a third party vendor on their marketplace-not sears. There policy says they can't return it but it should have came with a return label in order to send the package back to get a refund.

Anonymous
map-marker Ashburn, Virginia

Delivery Mishap

I am writing to place a formal complaint about a recent delivery. I did already file a complaint with customer service and the department manage, however, I feel this should be brought to the attention of the Corporate Office as well. Recently, my fiancee and I ordered a washer, dryer and refrigerator from the Sears store located on Cottman Ave in Philadelphia, PA. We were scheduled to have everything delivered last Monday, December 10th between 1:30 and 3:30 pm. The gentlemen delivering the items (Nathaniel and Jay) were two hours late with no phone call. Upon arrival they brought the washer and dryer in and everything was fine. When they came in with the refrigerator they refused to remove the doors, thus scratching the front doors of the appliance. In addition to scratching the refrigerator, they damaged the interior walls of our living room. We sent the damaged refrigerator back and had another delivery scheduled for Friday, December 14th. Once Nathaniel and Jay left, my fiancee went to get his keys to lock the house and run some errands. We have not yet moved into our home so it is vacant. There is no furniture anywhere. This is relevant because when my fiancee went to get his keys, they were gone. We searched every inch of the house (including but not limited to our yard, the bushes, the toilets, under the sinks, etc). They keys are no where to be found. I am not saying that the keys were "stolen." I am simply saying that there were only 3 people in the house. My fiancee and 2 Sears delivery men. We are now out $741 to get the car locks changed and $150 for the locks on our house to be changed. We did cancel the order on the refrigerator. I did call Customer Service and they were very polite and apologetic. When I spoke with the Department Manager, James Rodriguez, he was rude and extremely unhelpful. He did not offer to look into anything for me. I asked him to check the truck for the keys, as perhaps they could have ended up in there by mistake. I asked him to ask Nathaniel and Jay about the missing keys and he refused, stating "our guys didn't take your keys. They go through an extensive screening process and have been here for 4 years." With all due respect, I am not stating that Nathaniel and Jay "stole" our house/car keys. I am simply stating that, perhaps, they were taken by mistake. I could easily see myself taking a friends keys thinking they were my own. What bothers me about this situation is that something was taken from my home and no one from Sears seems to care. I was not able to go to my house for three days because someone else had the keys to my front door. We are unable to park our car at our house because someone else has the keys to the car. We had to have my 72 year old father-in-law come to our home and remove the few items we has moved in. I have always shopped in Sears stores and have always been happy with the products purchased and the quality of service. I will no longer be shopping in your stores, nor will I recommend that anyone else shops there. If some type of apology, investigation, or offer of reimbursement for our losses was offered I would be less inclined to make this decision. I will be writing reviews on any site that I can to tell this story. I realize there is probably "nothing" you can do since this is my word against theirs, but the fact remains that something was taken from my home. Whether it was accidental or deliberate, I don't know. What I do know is that I am no longer comfortable being at my home because the keys to my house are in someone else's hands. I appreciate you taking the time to read this message. I hope you have a pleasant holiday season.
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Katie Nhh
map-marker Oceanside, California

Sears.com/Toolbox Supply.com suck monkey balls

I had gone to some stores to look for a Christmas tree light dimmer cuz my husband had been *** that the lights on the tree were too bright. Nobody had one, so I started looking online.

Found one @***.com for $6 and some change plus $5 to ship it on 12/2/12 No problem right??? I arrived a few days earlier than expected on 12/12/12. When we opened up the bubble mailer, there was a desk lamp dimmer inside and not a tree light dimmer and the receipt said that it came from Toolbox Supply.com in Albany, NY. whatever!

so, we emailed Sears and told them that we got the wrong item mailed to us. they emailed back and told us that it was the fault of their merchant Toolbox Supply.com an that we need to contact them. Sooo, we called them on 12/13 and nobody bothered to pick up the phone. We called the next day and somebody actually answered the phone.

We explained to then that we did not order a desk lamp dimmer but we ordered a tree lamp dimmer. Cs rep looked at his computer screen and promptly told us that we got what we ordered. ***!!! We spoke to his supervisor Victor, who told us the same *** and that the matter is done.

WTF??? To make a long story short, we have been emailing Sears.com and calling them and all they do is send our complaint to Toolbox Supply.com and tell us to wait for a response. Nobody is doing jack *** to help us resolve our problem. they keep blowing us off hoping that we will cave and forget about our order.

i have asked both sides to either credit my card or send me what I ordered. It ain't *** rocket science!! Apologize for the mistake and mail the correct item. DO NOT SHOP THRU SEARS.COM EVER!!!!!!!

*** DUMBFUCKERS!!!!! the current CEO for Sears is Louis D'Ambrosio, FYI!

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Loss:
$11
1 comment
Guest

Ordered *** handle from toolbox on 6/12/15, still have not received, They say it will be there today, tomorrow, next week etc. Doubt I ever see handle and if I do what shape will it be in ? Stay away from toolbox and you will be better off for it.

Anonymous
map-marker New York, New York

Service Contracts

Aren't worth much. They don't have enough repair people. Washington heights only gets service three days a week: Tuesday, Thursday, & Saturday. No service after 5pm so working people are stuck with Saturday calls. I just called to schedule a second service call. The repairman didn't have a motor with him this past Saturday. The motor arrived today. There are no appointments left for this Saturday. I have to wait ten days with water standing in the bottom of the dishwasher. They make no allowance for working people with no one at home. And they really don't care. Service is arranged through an internet chat window. Am sure that the person on the other end cares not at all.
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