Company responded
Anonymous
map-marker Belvedere Tiburon, California

Sears Furnace installer did not take away the old furnace

From a major home improvement company, the customer expects all the details to be taken care of. Removing the old furnace and disposing of it is exactly one of those details. I had a furnace installed by Sears and they did not dispose of the old one. To make matter worse, I was the Sears sales rep who sold the furnace to myself. I bought the furnace for a rental property that my folks own. Two years later, while visiting the property, I see the old furnace. I could tell you a lot more stories about how Sears sales managers steal from the own sales reps.
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Loss:
$30000
1 comment
David Rde
Sears Response

Anonymous1949

My name is Liz and I am a member of the Sears Social Media Support team. Please accept our sincerest apologies for the troubles you have experienced with your furnace. I can truly understand your frustrations with the level of service you have received from our installation team. We would the opportunity to have one of our dedicated case managers contact your with possible options to resolve this matter in a timely manner. 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 furnace was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous1949) 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
Shelley M Jza
map-marker Lititz, Pennsylvania

Sears- difficult to exchange defective refrig and without a restocking chg

My parents bought my family a Sears Kenmore Bottom Freezer on 9/16/12. We had it delivered on Oct 4th after I moved in. The bottom freezer door never fully shuts and I have lost freezer contents 2x.I tried contacting customer service Oct 29Th-31st via phone. Once reaching a live agent, I was told to call back later as their computer were down. I called back November 2ND and after a 30 minute phone call of being transferred to several departments- they offered to exchange the refrigerator once they determined that proper leveling had been done. Tuesday November 6Th they tried to make the exchange and my father was here. When we checked the new refrigerator, the bottom freezer door did the same thing. My dad tried calling customer service last pm and they would not talk to him,as it was my name on the paperwork. He went into Park City Mall here in Lancaster, PA and talked to the Assist Store Manager who said this must be dealt with over the phone. My parents would like to exchange it for a Whirlpool from within the store. The sore assistant manager has offered to give my dad a 25% discount, but nobody on the customer service end seems to understand ANYTHING that has taken place over the phone, and they want to charge my parents a 15% restocking fee for a defective appliance.
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Loss:
$838
2 comments
Guest

thank you to sears social media for reading and trying to help others issues,

proves that sears can still help others

David Rde
Sears Response

Dear smatt83,

Please accept our sincerest apologizes for the difficulties you have experienced with the exchange of your refrigerator. I came across your post today and wanted to offer some assistance. My name is Liz and I am a member of the Sears Social Media Support team. I understand how frustrating it is to purchase a refrigerator and the freezer not shut properly. Even more, I can see how disappointing it is to exchange the refrigerator and the same issue still occurs with the freezer. We would like to connect you with a dedicated case manager to speak to you. 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 refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (smatt83) 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.

Sears Social Media Support Team

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zipn
map-marker Drummonds, Tennessee

Sears cancels Black Friday order 2 weeks later

Condensed version - order a 60" SHARP AQUOS tv for the advertised price of $688- SEARS lies about order - finally cancels it, says they can't ship. Sharp says the TV is available and not discontinued. SEARS LIES and I'm screwed! 11/23/2012 Order placed Order 43110**** 2:05 AM (on-line sale started at 2:00 am Black Friday) 11/23/2012 Order confirmation received from Sears 11/28/2012 Email sent to Sears asking for confirmation of shipping since they don't proactively send any more emails Received email saying order not available - cancel order as an option (BS!) Spoke with Michael K - order placed on back-order Received email from Michael K confirming order placed in back order (HE LIED) 11/29/2012 Call from Cynthia from Sears regarding account information, visa, to verify. Said order would be released (SHE LIED) 11/30/2012 Emailed Sears requesting update on shipping information (since they don't send anything) 12/2/2012 Email from sears saying order was cancelled! (WTF?!?!?!) 12/3/2012 Contacted GAV (ID 24200) said he could not fix order nor offer replacement for same price (LIES) then he disconnected from me. I Contacted Matilda at Executive offices - only offered a 15% discount but said can't get TV (LIES) Lest expensive SHARP they'll ship is $1399 (-15% = $1189) that's $501 more than I should have to pay! I have since received email confirmation that the SHARP TV is still in production. I have filed a BBB complaint and also informed COSTCO and BEST BUY how Sears's deceptive advertising cost them a sale on black Friday. I'm screwed out of a discount on the TV since I assumed sears would deliver. Won't make that mistake again - NEVER WILL I OR MY FAMILY SHOP AT A SEARS or SEARS affiliated shore again.
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1 comment
Guest

We have a VERY similar story. We are shop your way rewards members and were invited to shop early black Friday deals.

We, along with numerous others, showed up to Sears to snag our deal. Well after waiting around for over 4 hours - employees didn't understand the promotion, we finally got an employee to explain it was an online offer only. The on line counter didn't cioncide with our time zone further causing issues.

Finally, I snagged my 32 inch TV for $98

I paid for it and was told that we would get an email to pick it up at a store. after no email, numerous calls we still have no TV and they still have my money!!!

we were offer to buy the same TV we ordered for $198.88! There reasoning is the stock was limited and just wasn't available....BUT IT IS NOW AND I WANT THEM TO MAKE GOOD

Byanka Qnf
map-marker Cerritos, California

Sears Sells Faulty Warranties

I purchased a 70 inch Toshiba DLP Television back in 2008 with an extended 5 year warranty through Sears covering me through 2013. I recently contacted Sears concerning white dots appearing on my television screen. After talking to two Sears reps, they informed me that I should contact Toshiba as they were the manufacturer and Sears would not cover the imperfections on my screen (would not even send a technician to my house to examine the television). I don't understand how they can charge 350 dollars for an extended warranty and then refuse to at minimum diagnose the problem.
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Loss:
$2000
1 comment
Alan C Xap

Does your service contract cover "normal wear and tear? What do the terms and conditions say?

Are the "white dots" affecting the quality of the picture? Are they appearing with more frequency over time? Where are they on the TV? Is this Sears "service" you're speaking with or the store personnel?

You can probably Google this problem or forums as such on the Toshiba website. On the other hand, Sears has been selling this nonsense since the inception of service contracts/extended warranties.

Any due diligence research would have uncovered less than stellar service, unrealistic expectations and lots of incompetence. You succumbed to commissioned salespeople - you expected more?

Kearsten Bvc
map-marker Ossining, New York

Ridiculous return policy with sears

I returned a craftsman Impact gun I got for Christmas with the receipt and asked to upgrade to a larger Dewalt. The store did the exchange online with CPO. The wrong gun was sent so I called CPO. I was told that the unit was a little more money and had to give my credit card to them to make up the difference. I was told that when they received the other gun back I would be credited the money. They didn't tell me that the could only credit me with a Sears gift card. Both Sears and CPO refuse to do anything else. This forces me to spend my money at Sears. I had the original return with receipt and am should get that money back. Sears and CPO both said "tough" They suck.
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Loss:
$107
Anonymous
map-marker Raleigh, North Carolina

BEWARE Consumer- Sears has the worst customer solutions dept!!

We purchased all new appliances from sears. Our range broke within 6 months and we had a technician come out and he said it was fixed (3 days before Christmas Eve). Day before Christmas Eve it broke! We called frantically as we were having a house full of guests that we were cooking for! We explained their tech broke it- he was just here. Sears did nothing short of laughing in our faces when we begged for a last minute repair. We were told numerous times we would receive a call back, we were transferred everywhere! Nothing, no resolution, no empathy, no manager they even said. Customer solutions is horrible! One week after Christmas we received the repair- 2 hours past the window and horrible customer solutions again! Lady was no non helpful and should not be in customer service! One week after that- guess what?!- broke again! We are waiting again for a repair and I called to complain and after half hour wait- disconnected! I want to scream! I don't want to do business with them anymore, but I have their appliances. I have never in my life been so irate with a company!
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Loss:
$3000
Company responded
Anonymous
map-marker North Wales, Pennsylvania

Ms. Daddazio

I purchased a recliner in the Sears Store on 12/02/2012. The recliner was suppose to be delivered on 12/20/12. They did not update my contact info and the recliner never got delivered. Referred to a case manager who screwed everything up even more. This date 01/08/13 and still no recliner. After 2 hrs on the phone with Sears, I get store manager who tells me I am not getting reimbursed for all the problems and he doesn't know how those problems happened. I call back customer resolution department and get disconnected. Sears is not a reliable business and they don't stand by there mistakes. They hire inadequate individuals who cannot please a customer. In Sears the customer is always wrong!
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Loss:
$334
1 comment
David Rde
Sears Response

Dear Ms. Daddazio,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with the delivery of your recliner or lack of delivery I should say. We understand the importance of commitent and when we say we are going to be there on a certain day at a certain time with your recliner, you expect that to happen. We would like to look further into what has happen surrounding this order and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the recliner was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Ms. Daddazio) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team

Company responded
Alynna Paz
map-marker Florence, South Carolina

Sears Horrible company!! Do not shop!!!

After purchasing many thousands of dollars of things from sears I have made the decision to stop doing so and suggest everyone not shop! It all started when my year old lawn mower acted up, after there months omit being ino the repair shop they have deemed it unrepairable. I asked for a similar model and was told we don't offer one anymore with the 3 things that made me purchase a lawn mower there, many stores have the ones need but they will not transfer it to me the manager at the store says it is a waste of her time! The store in Gainesville,GA is the worst sears ever and dirtiest store I have ever been in. After calling the 1800 number and being on the phone for 3 hours the nasty lady on the other end told me "well if you don't like it we will just keep the money and you can have no mower, its just a mower sir there are more important things in life."no offer for assistance or anything, I have no options but to get a mower I dont want and then sell it to buy one from a real store. Sears is horrible and what is with all the 100% satisfaction signs in the store? It's a lie just like all the people who work in there call centers. Been promised so many things only to be told well that guy was wrong or such. Sears needs to learn some customer service or save everyone the hassle and just close your doors for good.
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Loss:
$500
1 comment
David Rde
Sears Response

Erict0012,

Hello my name is Zenaida and I am part of the Sears Social Media Support team. We wanted to reach out to you and offer our assistance. We are very sorry for the frustration the repair and replacement of your mower has caused you. I certainly understand your disappointment with the current outcome. We are dismayed to learn of the poor experience you had with us via telephone! We can assure you this is not the level of service we provide. We appreciate the opportunity to have one of our dedicated case managers contact you with possible options to resolve this matter.

At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be troubled by this. In the email, please provide a contact phone number and the phone number the lawnmower 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 (Erict0012) 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

Anonymous
map-marker Detroit, Michigan

Pathetic customer service and 3 months to get pictures!

I called to complain that it has been 3 months since we had our pictures taken and we still haven't received our wall art only to be met with "It's not our fault" at the studio and patronizingly insincere apologies after waiting 33 MINUTES on hold! When she checked my order, she commented that because I had used a coupon to get the wall art for free, there was no way she could help me, insinuatingly as if I had no right to complain about a "free" item. Well, the free item was part of a $190 package, that I couldn't have justified PURCHASING without the addition. The explanation for it being so late was "it was back ordered." So, it was late because it was late. Helpful. The entire experience was sub par, including the strange soft glow effect that gave my sons pink lip gloss, another concern that was dismissed, but I don't want to dilute the customer service aspect of my complaint with all the other ridiculousness. Needless to say, DO NOT GIVE SEARS PORTRAIT STUDIOS A MINUTE OF YOUR TIME OR A DIME OF YOUR MONEY!
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Loss:
$190
Anonymous
map-marker Middletown, New York

Sears Elite Appliances are JUNK.

I purchased Sears Elite Appliances; side by side refrigerator, slide in dual fuel range, and dishwasher for my new home in 2003. I realize that these appliances are a whopping 10 years old, but in ten years, I have compiled the following history of these gems: The diswasher and range were replaced within the warranty period because they were "broken" and unrepairable. The refrigerator has been repaired 7 times...new icemaker, new icemaker line, new motors, new filters etc etc. all at my expense. When the through the door ice dispenser seized up, the service person I spoke to informed me that I would have to purchase a "whole new door for $1100.00 because there were no parts for them." My personal repairman (independent, not Sears, who I have on speed dial) was able to repair it. The motor on the dishwasher was replaced one month after the warranty ran out on the replacement dishwasher from the in warranty breakdown. The pump has been replaced also. The range no longer has automatic ignition for the gas burners because removing the burners is too much of a *** shoot and can result in a $400. repair if the screws break off (which the repairman tells me, happens almost 100% of the time) The burners are currently being ignited with a butane match. Tonight, for reasons known only to the designer, the oven door locked and now will not open. I actually am almost curious to see what else might happen with them, When I replace these horrors, I'm going to take them to the backyard beat them with a sledge hammer. Sears Service department is absolutely horrible. They do not know their products and they give incorrect information about repairs. If Sears announces they are giving away appliances from their "Elite" line, run the other way.
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Loss:
$4800
Makaylah Inr
map-marker Omaha, Nebraska

Sears.com return, no refund

Ordered a "sold by Sears" Lionel train 11/23, received and returned 11/30 and was told it was a marketplace item instead of sold by Sears, and that it had to be sent back and I'd get a refund later. The Sears store went ahead and returned the item for me, giving me a return receipt stating I'd receive a refund in 2-3 weeks from the marketplace vendor (that I never agreed to purchase from a 3rd party vendor, my original confirmation states I purchased "sold by Sears"). Needless to say, I have not received a refund and now they say I have to go back to that Sears store and tell them they have to refund it to me. Ridiculous. I have contacted my credit card company and filed a dispute claim, as Sears obviously has no intention on giving me any kind of refund and just keeps running me in circles.
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Loss:
$138
Priti.btech A
map-marker San Diego, California

Worst company, worst customer service and no sense of responsibility

I ordered a chelsea sofa on 1st december . Got the order confirmation and delivery details as well. On 3rd of december I got mail that my order has been cancelled because that sofa is not in stock, I checked it online and it was available but for much higher price. I called Sears to ask why they have cancelled my order if they still have it in stock they replied it is because my sofa is sold by third party and it has been cancelled by third party (DA Stores) without any reason, and lady in sears told me to contact DA stores directly (I dont understand why should I contact DA stores if I made payment to Sears). However, I call DA stores, they told me that its not their responsibility to provide me sofa now because the price has been increased and if I want that sofa I have to spend more then double the price of it. (Then why did they put it on sale.) I again contacted Sears and they said that its neither their responsibility to provide me sofa now and I have to reorder it (what is the guarantee my order wont get cancelled again). I dont understand whose responsibility is it to deliver my sofa(Then why did Sears took money from my account if they dont have responsibilty). It is still available on their website and DA Stores only selling it. I really feel cheated. :( :(
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Loss:
$500
Janet H Kxe
map-marker Louisville, Kentucky

Should not have passed quality in factory 2x

bought new washer&dryer set Apr,2012. Took dryer out of box, hooked it up, crash, boom, bang, opened door, drum not attached to dryer. Called repair, 10 days later, no loose screws or bolts in box or anywhere. Serviceman assembled on site. Dec.2012, crash, boom, bang again while drying clothes, opened door, drum is warped, off track, has dents from underside. Call repair, appt. in 9 days, meanwhile, new drum drop-shipped to home. Repair came, opened box of new drum, can't use, has same dents in it plus a pointed dent. Repair said dmgd from shipping. Not true, it is obvious it passed thru quality in mfg, but never should have. Box was packed good, small damage spot on box on corner where there were 5 layers of cardboard, no dmg. to side of box, impossible to say it was from shipping. next appt. 10 days. have made 5 trips to laundrymat for drying clothes. Repair was going to use that drum till I noticed the dents. Sears refuses to compensate.
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Loss:
$500
Harlo Gty
map-marker Los Angeles, California

False Adv & Customer service transfer me to wrong person

11/22/12 We visited the store to shop for a refrigerator. Liked the Samsung 26.0 cu ft side-by-side. Was told that we could purchase it online through 11/26/12. See 2 attached pictures: SUPER BUY 11/11 thru 11/26, and $1199.99. 11/26/12 Searched Sears.com for Samsung 26.0 cu ft side-by-side refrigerator White and got 2 results matching Samsung, 26.0, and white: one was for $1199.99 and another was for $1399.99 (attached). We made the online purchase for the $1199.99 because a) the $1199.99 matched what we saw on the price tag (attached) and b) the model number 33152 matched. 11/27/12 We realized that the online pictures for inside the refrigerator of the refrigerator purchased did not match what we actually saw physically at the store. 11/28/12 Called 800-349-**** and talked with Sheena, then Mae, then Lizzy ID 995613. All 3 representatives were surprised that model 33152 was pointing to the 26.0 cu ft we purchased and to a 25.5 cu ft (attached). The pictures for the 25.5 cu ft actually matched what we saw physically at the store. They were all very nice but did not have the authority to help us. Lizzy ID 995613 advised us to email in and explain our situation, again, because your department would actually have the authority to help us. When we went back to the website to print out evidence that model 33152 was pointing to both the 26.0 cu ft and the 25.5 cu ft, the 26.0 model number was already updated. We purchased the Samsung 26.0 cu ft side-by-side refrigerator white $1199.99, believing that we were buying the same model we saw at the store. We thought the $1199.99 price was extended to all colors since stainless steel is usually more expensive than white. The one we saw actually turned out to be a 25.5 cu ft. There were errors in the model number and also the description of 26.0 and 25.5 cu ft. We purchased this refrigerator for the new house. We are not that superstitious but we want everything to go smoothly without a hitch. 11/30/12 I was very pissed that the customer service rep transferred my call to a "Middle School" when I were trying to ask for correct email address for the complaint department. The rep name is Sheena W. This showed that they are very unprofessional when dealing with customer care.
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Loss:
$1199
Anonymous
map-marker Flint, Michigan

Won't shop at Sears EVER again!

Ordered some tools for Christmas gift. Chose shipping option that would allow it to reach me in time. When it arrived, the item was not the item I ordered. Hurry and called Sears.com. She said they would order correct item, and it would arrive "free of charge" after Christmas. I explained I needed it before Christmas. She said they would refund me original shipping charges, but would not pay to expedite "new" order. I asked to speak to manager. After a long hold period, she let me know that they would expedite it for me. I was relieved. Then she explained to me that they would have to charge me for the shipping,then she would go into the back office and take the shipping off. I needed the item, so I said fine. While finishing up the call, I found out that Sears was going to charge me for the original item again, and I wouldn't get my money back until I sent their incorrect item back to them (valued at much less than the tools). So I casually said, okay, but does that seem fair that Sears does that? I then received a standard answer I assume they have to give. And I said again, does that seem fair that Sears messed up, but yet I am paying for it? Her response was do you want to cancel the order then? Really???? That's when I received an email for the "second" order, that showed me being charged well over the original cost. I asked her about it and she said that they charge for shipping and current sales price in the order. I reminded her that she said she was going to adjust it. Apparently the adjustment is not before they charge me. It will come as a credit to me in 5-7 business days (I am assuming longer because of the holiday). So, now I have shelled out more than double my original purchase, I don't have the correct item, and I have an item worth $8 that UPS will pick up tomorrow. What horrible customer service on top of a completely incompetent shipping department.
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Loss:
$90
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