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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
With Official Company Response

Customer who was ripped off from sears

I bought an item for 42.39. and tried to get a refund the same day. They had problems with the cash regester, so they told me they would void out the transaction. It still showed up on my bill when I went on line as a purchase I gave them 42.39 for something I never got. I have been butting heads with the people at sears about this and have gotten no where. This is not the first time that I have had a problem with sears. There have been numerous times I have regreted ever doing bussiness with them.
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1 comment
SearsCares
Sears Response
#682384

Dear Anonymous,

My name is Edwin and I work with the Sears Social Media Escalations team. Please accept our sincerest apologies for level of customer service rendered when you reached out for assistance in reference to your refund. We’d like to talk to you to see how we can be of help in this matter. Please send the following information – contact #, screen name (Anonymous430025), 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

Review
#430025 Review #430025 is a subjective opinion of poster.
Loss
$42
With Official Company Response

Sears Failed to ship

Update by user Jul 18, 2013

The delivery dates should have been in July ,I posted June by mistake,THAT HAPPENS WHEN YOU ARE PISSED OFF.

Original review posted by user Jul 16, 2013

Ordered a chair from Sears on June 17 . First message said it would be delivered by June 2. Second " " " by June 3-8. Then no chair ,called the chair comp ,they said by June 11. After many emails and 3 phone calls STILL NO CHAIR and no replay from the out source comp. SEARS DOESN'T seem to care about getting what they sell to the customer,but really good at taking the money. Do Not Recommend shopping with sears . I really don't think that I will ever shop with this company or the company's that they buy ,outsource their internet sales from .
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3 comments
Anonymous
#682684

So you are a time traveler? Why complain that they didn't deliver it before you ordered it?

Anonymous
#682754
@bruce1

JUNE 17 ,try reading

over 30 days now

SearsCares
Sears Response
#682359

Dear jon491,

We apologize for the troubles and the inconveniences faced with the delivery of your new chair. My name is Edwin and I’m with the Sears Cares Social Media Support team. If further assistance is needed, we would like to look into this further and have one of our dedicated case managers contact you in order to ensure proper resolution to the delivery of your chair. Please send the following information – contact #, screen name (jon491) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we hope to speak with you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

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Review
#429892 Review #429892 is a subjective opinion of poster.
Loss
$631
With Official Company Response

Sears in Weatherford, Texas - Portable building advertised with free flooring,no flooring delivered

ordered a portable building that advertised that a free flooring was included,when we received our building no flooring was delivered with it, called Sears customer service and talked to a supervisor named Archie at 800-732-7747 and was told since we did not put flooring on a cart order we will not receive the free flooring. no indication was there so I would not know that I had to put the flooring kit in the cart,it said free flooring kit came with this offer. I was told that there is no they will let me have the free flooring kit now. I told them I will have the building picked back up and they scheduled a pick on on July 21,2013. They delivered this building on July 14,2013.
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1 comment
SearsCares
Sears Response
#683113

Runyam01,

My name is Liz and I am with the Sears Cares Team. We are so sorry to hear of the frustrations you have encountered with your portable building. We understand how frustrating it can be to order the portable building and not receive the flooring as promised. We would appreciate the opportunity to discuss your experience and help any way we can to address any concerns you may have. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (runyam01), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R

Social Media Moderator

Sears Social Media Support

Review
#429743 Review #429743 is a subjective opinion of poster.
Loss
$400
With Official Company Response
We purchased a combination natural gas furnace and central air system from Sears back in August of 2002. Like many other people I was compelled to buy the Master Protection Agreement based on the equipment service, repairs, and replacement assurances it provided for. ...
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1 comment
SearsCares
Sears Response
#681705

Dear Jhhay2851,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the failure of your central air conditioning unit, and for the trouble you have experienced trying to get the unit repaired. We understand how important a working air conditioning unit is to the household, especially with younger kids with medical ailments, that don’t do well in extreme heat. We’d like the chance to look into this repair for you, and assist in making this right by your family. Please send the following information – contact #, screen name (Jhhay2851), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon!

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Review
#429645 Review #429645 is a subjective opinion of poster.
Loss
$3000
With Official Company Response

Update by user Jul 15, 2013

First, the date of purchase was wrong on my original post. I actually paid for the mattress on July 6.

And the saga went on. After posting this, I continued to call the Sears Delivery line (hours...hung up on, etc.) until they finally called and insisted that I be...

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2 comments
SearsCares
Sears Response
#681667

Dear Kbaunach,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the manner in which your mattress delivery was handled. While we are glad that your local store management team was able to assist in getting this situation corrected, we’d love the opportunity to look into the concerns that you have brought to our attention. Please send the following information – contact #, screen name (Kbaunach), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon!

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

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Review
#429486 Review #429486 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$1200

Sears in Seminole, Florida - Never again

I purchased a refrigerator from Sears and had it delivered. Three days after delivery the unit broke down. That's just the beginning of my whole nightmare experience with Sears. It took them ten days to send a repairman just for him to tell me I need to exchange my fridge. So I went back to the store to do just that. As I spent a good almost 2 hours at the store, I went thru three reps. The first one seemed to be the manager or supervisor, cut me off in the middle of my story about how my fridge broke down only three days after delivery. She called for the same salesman who sold me the fridge to deal with me. This when I got really ticked off as if I wasn't ticked enough. This guy (Ryan from Seminole Sears outlet) was very rude. Acted like he didn't wanna talk to me nor he had time to talk to me. (was the friendliest person when he was making the sale two weeks ago tho). Had his chest poked out the whole time like he was trying to intimidate a woman in front of her four children as if it was my fault he sold me a bad unit. Anyways, I did wind out picking out a new one but not with his help. A "CASHIER" help me picked out a new one. She should have been the one to keep the commission as far as I'm concerned. Ryan owes her money. So I came home thinking the nightmare is over with but boy I was wrong. I was very wrong. The worst is about to come. So now come delivery once again. The first delivery people who delivered my fridge had no problem hooking it up mind you. They were very professional and respectful. They made sure everything worked before they left and I didn't have any problem at all. It went very smooth they were in and out of my house. But these new yahoos were young and inexperience. Broke my plumbing trying to figure out how to turn my water off (which they never did) in the first place. They were unable to unhook the bad fridge and was unable to do the exchange. I did showed one of them where the water turn off was but he was adamant about me being wrong. Perhaps because I'm a woman he assumed I don't know I was talking about. They left my house without tightening the hose on the back of the fridge back to where it was. I noticed a pool of water in my kitchen floor right away. So I called the 1-800 number right away. Talked to a nice girl who had the delivery people turn around to take care of their mess. They tightened the fridge water line but that still leaves me with me broken sink plumbing. Had to talk to another Sears customers service rep. Very nice old man, took care of my plumbing issue right away. He had a plumber come to my house the same day to fix the problem all paid for by them. So now I wonder who gets stuck with that big fat plumber's bill? I'm really just glad It was not me....Still don't have a refrigerator though. It's been almost 3 weeks. I'm tired of feeding my kids Mc Donald's and mac and cheese.
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Review
#429364 Review #429364 is a subjective opinion of poster.
Service
Sears Manager