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With Official Company Response
Bought a mattress/ boxspring/frame. Nice saleslady in shore. Then all downhill from there. I specifically had them note that they needed a van or pickup to deliver due to the hilly area. I very clearly stated no truck. They sent me two emails and two texts confirming...
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1 comment
SearsCares
Sears Response
#683826

Dear Anonymous,

We apologize for the troubles you've encountered with the delivery of your merchandise and the level of customer service you’ve received when you reached out for assistance. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like to look further into the delivery and provide you with any necessary assistance in getting this issue resolved. In the event that a case number was provided to you by Dave, please provide us that case number so that we may escalate it to your case manager for attention. If further assistance is needed, please send us the following information – contact #, screen name (Anonymous430945), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#430945 Review #430945 is a subjective opinion of poster.
With Official Company Response

Sears in Winchester, Massachusetts - !!!

purchased a refridge on layaway. made final payment. told delivery on 7/19/13. called delivery phone # for time. told refidge not being delivered "SYSTEM NOT UPDATED" WTF!!!! why do they have my $ and I don't have a refridge??? Maggie, NO LAST NAME, a supervisor, could not give me a delivery date. WHY...what kind of customer service is this??? I am extremly upset. my saleslip says delivery 7/19/13, so WHY am I not getting a refidge 7/19/13!!! What kind of rip-off is this? why can't they even answer my question...WHEN am I getting my delivery? SEARS SUCKS!! No web site for complaints either!
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2 comments
Anonymous
#684012

sears has suffered a decline in almost all areas of performance and reliablilty over past ten years, some new management approach to get the product sold and if the customer isn't satisfied there are a lot more out there that will still come, I used to be a big craftsman power tools buyer and even major appliances, but so many problems over last fifteen years made me stop expecting anything from sears so now its Costco for about everything and no complaints on washers, frig, tires, batteries, eyeglasses, and auto work. seems like Costco hasn't found out that they can squeeze an extra penny out of a dollar profit by screwing over the customer like sears has, hope they don't ever either, but that's wishful thinking.

SearsCares
Sears Response
#683634

Dear Anonymous,

My name is Edwin and I work with the Sears Social Media Escalations team. We’re sorry to hear about the delivery problems encountered with your refrigerator layaway delivery and the level of customer service rendered when you reached out trying to find out about it. We’d like to look into this on your behalf to make sure you’re taken care of in a timely manner. Please send the following information – contact #, screen name (Anonymous430824), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward talking to you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

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Review
#430824 Review #430824 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$800
Tags
  • Sears Delivery
With Official Company Response

Sears in New York, New York - Kenmore Elite fridge

$2000.00 fridge 4 yrs old quit working , called sears service dept 12 days was the next available app , not good when it's 90 degrees outside , spent over $4000.00 on new appliances there when remodled kitchen and this is the kind of service you get , I will not buy from Sears anymore , so had another guy come to fix it and said that one of the lines was broke on the condensor , said it was just detearated , I said it's only 4 years old and he said i know thay don't build anything like the use to , I thought Kenmore was suppose to be top of line stuff , quess I was wrong , why to thay name the Elite .?????
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1 comment
SearsCares
Sears Response
#686606

Anonymous430816,

We apologize for failing to meet your expectations with your refrigerator repair. We truly understand the inconvenience this situation has caused you. My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and wanted to offer some assistance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to restore your faith in Sears. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous430816) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Review
#430816 Review #430816 is a subjective opinion of poster.

Sears - We DON'T deliver after all.

I purchased a mattress set "on sale" at the Sears at Parks Mall in South Arlington, TX on July 6, 2013. Delivery was scheduled for the following Saturday, July 13, 2013. I received three emails from Sears confirming the delivery date. On Saturday morning, after the scheduled delivery time, I received an automated call telling me the delivery was cancelled for the day and instructing me to call and reschedule. I called, waited 20 minutes and was placed on hold for another 5 minutes only to be told by the "customer service" person that they couldn't tell me what had happened, but someone would call me within 24-48 hours. That didn't happen. I received another automated call Monday morning instucting me to call back before 9:00 p.m. that day. I immediately called, waited another 20 minutes only to be told by the "customer service" person that the vendor probably didn't deliver the item but they didn't know when it would be available they didn't know why I received an automated call instructing me to call them and someone would call me back within 24 hours. No one called back. Meanwhile, I went on line and observed that the item was availble for delivery the following Saturday (the 20th)if ordered on line (at a substantially higher price, of course.) I called back Tuesday, Wednesday and Thursday and got a similar version of the same *** story every time - we don't know anything and we aren't able to get any more information. Thursday, I called the store. A sales person (not my original sales person) offered to check in to it. He call back and said the delivery manager had cancelled the order that morning, and I would be issued a check within 7-10 days. I charged it on my credit card and they charged my card with 7-10 HOURS, but it will take them 7-10 DAYS to send me a check, very nice. And then he said they actually DID have the mattress in stock and that if I could COME BACK TO THE STORE AND RE-ORDER IT (WTF!!!!!) it could be delivered as early as the day after tomorrow. How is he able to find out when a delivery might be availabl when the delivery "customer service" staff had no clue? What a mystery. At least he was nice and he did call me back like he said he would and this was clearly not his fault. I remember Sears was sued sometime (around 1985?) for "Bait and Switch" fraud, seems like a lot of Sears stores closed after that. This sure looks like a version of that scam to me. Buy it in on sale in our store and we won't ever deliver it. Buy it on line, or re-purchase it in our store after the sale is over and you can get it now. I stopped doing business with Sears long ago because of a similar circumstance. I can't beleive I did business with Sears again. I am so ***.
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Review
#430669 Review #430669 is a subjective opinion of poster.
Tags
  • Sears Delivery
With Official Company Response

Sears in Saint Peters, Missouri - Poor Warranty Service

Dishwasher went out in June. Was told it would be two weeks before service. Serviceman late although he did call. Wrong part was sent so emergency order would take until July 26 but could not install until sometime in August due to being booked up. This will be two months before repair. This has happened previously on a stove.Sears is anxious to sell a Warranty but cannot back up service. I have bought Sears appliances for over forty years but no more.Previously when this happened on Kitchen Stove we ended up calling outside repair and it was fixed same day.
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1 comment
SearsCares
Sears Response
#683240

Anonymous430665,

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. We are truly sorry for the troubles you have experienced with your dishwasher repair and the level of customer service you have received. We can how frustrating having to wait so long to have dishwasher repaired because the wrong pair was ordered. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and ensure that your 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 dishwasher is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous430655) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Review
#430665 Review #430665 is a subjective opinion of poster.
Service
Sears Repair
Loss
$150
With Official Company Response
I called the service center the first week of July and informed Sears that my a/c was leaking excessive amounts of water and sounded like a babbling brook. The tech who took the call ask me basic maintenance questions regarding the unit and I informed him I cleaned...
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1 comment
SearsCares
Sears Response
#683235

Anonymous430585,

My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and want to offer some assistance. We are very sorry to see that you having such a disappointing experience with the repair of your air conditioner. It is frustrating enough to encounter any trouble with the repair, much less to receive very little help while trying to obtain a timely resolution. 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 a contact number and the phone number the air conditioner is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous430585) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Review
#430585 Review #430585 is a subjective opinion of poster.
Service
Sears Repair
Loss
$350
Tags
  • A C Leaking Everywhere
With Official Company Response
To use common language"I've never been jerked around so bad"....I've been a Sears customer since 1968 and I think this is the last straw with Sears/Kmart.Tried to buy a mattress on their "lease to own" program.Talked to several sales people and each salesperson had a...
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1 comment
SearsCares
Sears Response
#683229

Anonymous430545, my name is Liz and I’m part of the Sears Social Media Support Team. It sounds as if we have let you down on just about every level of customer service and would like to offer our assistance. We are truly sorry for the disappointing experience you have encountered with our business partners. We would like to obtain more specific information from you so that we can provide proper feedback. Please send the following information – contact #, screen name (Anonymous430545), phone # used at time of purchase to smadvisor@searshc.com. Again, we’re sorry for any inconvenience we have caused you and we look forward to speaking to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Review
#430545 Review #430545 is a subjective opinion of poster.
With Official Company Response

Sears - Awful customer service: 30 mins holding each call/transfer&take you around circles

I spent 1300$ ordering a kingsize mattress & boxes on sears.com on July 4th 2013. Before they were delivered I kept getting calls that the mattress delivery was gonna be delayed and I need to call to arrange a new delivery. Called twice with 30mins waiting. And it's delayed. It took me one week to get everything. Then I found the boxes were too big/thick for the frame I just ordered. So had to call back to arrange an exchange. I was told it's arranged and somebody would call me in 48 hours. Never got this call!! Called back again after 3 days and were transfered between different apartments. Each time had to waiting more than 30 mins. Was told again that exchange was already arranged. Called back after another 2 days. Was transfered three times and finally found out I have to pay 92$ for the exchange + delivery fee. No one told me this before!!! The delivery day was set for July 24th. I payed the money hoping everything will be settled.
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1 comment
SearsCares
Sears Response
#682411

Dear Anonymous,

We apologize for the troubles you’ve been having with your mattress and the level of customer service you received when you reached out for assistance. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like to look into the delivery further and provide you any necessary assistance in getting this issue resolved. Please send the following information – contact #, screen name (Anonymous430299), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#430299 Review #430299 is a subjective opinion of poster.
Service
Sears Delivery Service
With Official Company Response

Sears in San Diego, California - Keep breakin things

Update by user Aug 23, 2013

Called me. Offered a 'courtesy' of $100 !!!!!!

I refused it because:

1- I am not looking for any courtesy... i am looking for a my right to have my money back!

2- I paid around $580 to replace the oil pan and change the oil. Not a freaking $100

I am taking this to the biggest newspaper in San Diego. Even though im probably not getting my money back anymore, i want to warn people so they dont to get ripped off by those crooks.

Update by user Aug 20, 2013

They kept stalling by emails for a month. Then all the emails stopped and they are totally ignoring me now!

They'd said they're gonna 'investigate', delegate to local Sears in San Diego, and similar empty promises emails.

I was told to wait 48-72 business (HOURS)... which is almost two *** weeks... besides, i've never heard of this timeline anyway! business hours!!!!!

....

this is just one more reason i think they are stalling me and thinking i will eventually give up and go away.... little do they know :\

Update by user Jul 18, 2013

Today, i found out from my mechanic that the solution is to replace the oil pan, and that would cost $530+tax!!!! and i know that he charges really cheap labor compared to other mechanics.

If Sears does not cover this, i am definitely going to start a complaint with BBB.org

Original review posted by user Jul 17, 2013

I have been going t this place for my periodic oil change for my 04 ford mustang. I thought a decent dealership would be a quality worth the money i pay them. Last year when i got my car, before i left the parking lot the heat jumped up and i returned immediately to them. They said they didnt have anything to do with it and brushed me off. I took my car to a mechanic and fixed it out of my pocket for over $300. The big mistake i made was to return back for my next oil change thinking that what happened was just a coincident. Today, after they called me to pick up my car after the oil change, they told me that i need to change the oil pan! because when they unscrewed the pan to drain the oil, the screw was too tight from the last time it was opened and it broke the pan!!!! LAST TIME THEY WERE THE ONES THAT CHANGED THE OIL. NO ONE ELSE! They told me to fixes it ASAP. i took the car home, an hour later i wanted to leave home and the screw was on the ground with whatever oil was in the engine. This is a major ripoff and i am definitely gonna go back to talk to their manager. One thing i know is, I am never going back to this *** rippoff place
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1 comment
SearsCares
Sears Response
#683188

Ilmilani,

We are terribly sorry for the troubles you have experienced at one of our Auto Centers. My name is Liz and I am with the Sears Escalations team. We can truly understand your disappointment with your periodic oil change. We would like the opportunity to speak to you and see discuss your experience. Please send the following information – contact #, screen name (ilmilani), phone # used at time of purchase to smadvisor@searshc.com. Again, we’re sorry for any inconvenience we have caused you and we look forward to speaking to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Review
#430142 Review #430142 is a subjective opinion of poster.
Loss
$400
Featured With Official Company Response
Sears - Kenmore Refrigerator - Big piece of junk
Sears - Kenmore Refrigerator - Big piece of junk
Sears - Kenmore Refrigerator - Big piece of junk

Update by user Dec 23, 2014

Letter to Mr. Lampert:

FROM:

RE: Case #: 1572521, Dispute Claim #: 1969633, New Case #: 3078657

TO:

Dear Mr. Lampert,

( shc@customerservice.sears.com ) I have been told to contact you by your Customer Solutions Center as they have informed me, there is nothing else they can...

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5 comments
indigo1898
#877945

All of my "old" Kenmore appliances work like a charm. I am not one to go out and buy new stuff, if I can get a side by side, ice through the door, used, turned in Kenmore for a couple of hundred bucks.

This thing was white, with big, black double rubber handles on the front, and was clean, and no broken shelves, etc. It looked new, from the onset. Only problem, is the ice maker, only makes crushed ice, and I don't care about cubed anyways. And, the little plastic door, that discharges the ice, needs a finger shoved up their to close it, all the way..

But, I paid two hundred! And, it runs fine, and is old, and runs!

I don't plan on ever getting rid of it. I cleaned the dust that builds up under the unit off, and on, and make sure the little fan runs as well, to cool under there.

Easy to pull out, and tip back to get to, as well, with an empty fridge. So, a lot of the older Kenmore units were good units, and got traded in, only when the owner did not like the style, or color of the unit. This unit was before the stainless steel days.

Had a textured white finish, with chrome handles, and rubber inserts. I have had this unit in two different homes now, and finally in a house, I own outright, no mortgage...

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Review
#430133 Review #430133 is a subjective opinion of poster.
Loss
$500