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With Official Company Response

Sears in Salt Lake City, Utah - Order placed 7/2/13- 525688059 was incorrect

The sears operator gave me one price of 79.0l tax included for this order for two dresses asking me if she could place the order. I agreed. The e-mail confirmation I received totaled 82.01. I had difficulty getting to the correct customer svc. employee to try to correct the operators mistake on my Sears Credit Card. I've NEVER had difficulty such as this, dealing with Sears in my 20+ years. CitiCorp is the card holder for Sears and I was not about to get involved with them to fix the matter - I am writing you to complain.
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1 comment
SearsCares
Sears Response
#677111

0123az,

Hi, my name is Brian with the Sears Cares team. I was able to locate your post and I'm sorry to hear that you've had such a bad experience with your online order and the amount you've been charged. I can understand how we missed your expectations as we expect only the best from ourselves when helping our customers with any problems they may have. We'd like to make sure this situation is resolved to your complete satisfaction. Please send the following information – contact #, phone # used at the time of purchase and your screen name (0123az) so we can reference your post to smadvisor@searshc.com. A dedicated case manager will contact you directly and assist in working towards an acceptable resolution. Again, we apologize for any inconvenience this has caused and we look forward to speaking with you soon.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

Review
#425444 Review #425444 is a subjective opinion of poster.
Product
Sears Credit Card

Sears 5 Year Warranty Service is a SCAM!

Bought front load washer and dryer, and then $600 of 5 year service warranty. Told you get one free preventative service call each calendar year. Each service has been to run the machines through a quickie cycle to check function, and vacuum out excess lint in dryer. Each of the past three years, I explained occasional grease on clothes, they didn't "see" anything, so couldn't dismantle to check bearings or anything else. This is the last year of warranty, but can't get service because even though it's a new calendar year, it's been less than 1 year since my previous service. Unless you schedule service in advance on the anniversary of purchases, you'll automatically lose one year of PM. SCAM, SCAM, SCAM..... Won't ever purchase from Sears again.... EVER!!
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4 comments
Anonymous
#677770

You shouldn't have had to fight for SERVICE which is not preventative maintenance. And yes preventative maintenance is joke. They should be pulling panels and dry vacuming the interior if nothing else. Dust and lint can block air and lead to heat issues. They should be looking for leaks even including motor fluid leaks. They should be checking belts for fraying. But just turning it on-oh please.

There is pressure to sell those agreements and there is pressure for productivity. But that is Sears problem along with the managers and tech to meet certain quotas, goals or numbers.

Around here there enough appliance repair places I could've gotten at least 3 service calls for 600 dollars. When every you buy a big ticket appliance assume you will be asked to buy their insurance. Before you buy shop actual repair prices and service calls in your area. Also most manufacturers give you a one year warranty which includes service.

Anonymous
#677312

Here's my reply to SMAdvisor:

We purchased this set used, and called Sears to verify the warranty could be transferred prior to our purchase. We've had 3 PM service maintenance visits since we bought this set used. It was explained to us that we get one call each calendar year, the Sears associate we spoke with specifically said one each year between Jan 1st - Dec 31st.. nothing about 1 year between calls.

After our purchase, we realized why the previous owners sold it... it retains a mildew smell. We researched that issue through online resources, and found it's due to water having no way to evaporate when the unit remains closed after use.

Our main issues are as follows:

1) We bought this set, to find out it has mildew odors if left closed after use. Our 1st service visit explained we should d leave the door open and run Afresh once a month.

** With kids and pets around the house, we shouldn't need to leave an appliance open for unattended periods of time.

** Running the Afresh only adds expense in materials, water and electrical use etc... rather minimizing any energy saving technology or savings.

2) Our "Preventative Maintenance" didn't serve to do any preventative maintenance other than cleaning some lint from the dryer. The units were put through simulated use (abbreviated cycles) and that was it. Even after explaining during all 3 technician visits, that we've had grease stains on 2-3 occasions during the year (each and every year and each and every technician) we were told they won't "open" the unit to inspect bearings etc unless they see or hear something. We also told them we've had some small water leaks under the washer, but nothing major. We were told it could be from when we leave the door open after use, but we explained we noticed the water during operations and prior to the "opening to dry out" phase...

We also requested they inspect the spider bracket and drum assembly, as there seems to be a predominant issue with failure on those items, and again we were told they don't "inspect" for issues, they only repair what they see or hear that might be a problem.

3) We expected better "maintenance" from our $500 service investment. No such thing as lube or belt replacements.

We had considered filing under the "3 strikes" lemon issue, but any time we've spoken with associates or techs, we've had only negative feedback.

I've made two other attempts to speak with Sears associates and found it to be an exercise in frustration, simply a waste of time communicating with corporate pawns that offer no remedy or satisfaction.

It seems Sears policies have changed to all profit at the expense of consumers, and no sincere interest in craftsmanship, quality, and customer satisfaction. Sure they might "advertise" that they care, but it's simply marketing jargon to get to our wallets.

Anonymous
#677358
@GawgaDave

**** Update...

In fairness to Sears...

I sent the reply to SMAdvior, and received a phone call within an hour.

They are sending a technician to do a service call next Tuesday (which still happens to be under the warranty date).

I will follow up with what services the technician performs... I'll even try to post video of the entire service call. :roll

Anonymous
#677109

Dear GawgaDave,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry to hear that you feel cheated by the protect agreement that covers your washer and dryer. We would like the chance to look into the concerns that you have brought to our attention, and see what we can do to help. Please send the following information – contact #, screen name (GawgaDave), 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
#425348 Review #425348 is a subjective opinion of poster.
Loss
$600

Sears in Newark, New Jersey - Improperly changing oil and tire rotation

I came into your Charlottesville center today to have my tires and my oil changed. I was greeted by a very polite older gentlemen who took care of me at the desk and took my car back. He told me about an 1 hr wait and that was fine. I received my car no longer then 20 25 mins later paid and I got into my car thinking everything was fine . I stopped by the store and I noticed the marks on the tires I had made before I went in for my rotation well they were still in the same spot and my oil gauge is still on going off...I Thought you guys were supposed to correct it when changed. I'm extremely upset about my visit and I will be sure to take my business else where. You need to hire a proper staff that will get the job done correctly
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Review
#425203 Review #425203 is a subjective opinion of poster.

Sears in Howell, New Jersey - False advertising and fraud

I ordered an arrow 10x10 shed online because of the deal they had with getting a free floor kit. I had it shipped to the sears store in Howell NJ and picked it up 3 weeks after the order was placed. The free floor kit wasn't there! The store rep made a phone call and apologized stating the floor kit will be shipped separately and we would have to pick it up there. A month has gone by and nobody has been in touch with me as to the shipment coming in and being ready for pickup. I called customer service and after waiting on hold for 40 min I was told they couldn't give me the floor kit. I would have to purchase it!!!! They offered me 20% off of the $79.00 floor kit that was advertised free with the shed! I spoke to a supervisor and she told me the exact same thing. What!!!!????? The sears rep at the store told me it would come in a separate shipment and apologized. I'm waiting a month for something that wasn't even shipped???? And they told me I now have to pay for it???? RIP OFF AND FRAUDULENT ADVERTISING!!!!! IM BEING ROBBED!!! I will NEVER SHOP AT SEARS AGAIN!!!!!! I purposely ordered the shed because of the floor kit. If I knew this I would have font to Home Depot!!! The customer service is a horror!!!! No resolution at all. It was a "too bad" attitude!!! I'm shocked that they can rob people this way. Again I WILL NEVER GIVE SEARS MY BUSINESS AGAIN AND WILL SPREAD THE WORD OF HOW HORRILE THIS COMPANY IS!!!!!! I'm returning the shed too!!!!!
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Review
#425102 Review #425102 is a subjective opinion of poster.
Loss
$80
Tags
  • false advartisement
With Official Company Response

Sears in Washington, District Of Columbia - It's a joke

This is a follow-up to my lousy Sears-provided Samsung fridge. 4th repair appt, never showed and then said I canceled it!! Rescheduled for Monday morning 8-12, because that was the only time they had. Did I get a repairman? No, I got a series of phone calls telling me I needed to call Samsung myself, despite the fact that my warranty is with Sears. Now they want to schedule me for yet another time -- this would be my 5th! I will wash my clothes on a rock and hang them from a tree to dry before I would buy any product from Sears again.
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1 comment
SearsCares
Sears Response
#673897

Dear Anonymous425021,

Hello, my name is Liz and I am with the Sears Cares escalations team. We are terribly sorry for the troubles you have been experiencing surrounding the repair of your refrigerator. Please be assured that this certainly is not the level of service we strive to provide our customers. From your post we can see that we certainly have let you down. We would like the opportunity to speak with you to ensure the issues with your delivery are addressed and hopefully restore your faith in Sears. 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 that I have assigned to reference your post (Anonymous425021), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Review
#425021 Review #425021 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response

Sears in Beaverton, Oregon - Failed Kenmore 5.1 cu foot deep freeze

I bought this freezer for the sole purpose to store 100 lbs of halibut and salmon caught in Alaska. It failed within a year and I lost at least 60 lbs of fish. After escalating through customer service at Sears, all they were willing to offer was a $100 dollar gift card. (Great, just what I want to do right now: spend more money at Sears.) The above was in addition to a failed water pump on a Kenmore washer that is only 3 years old that cost me $200 dollars for a service call. The tech for that call, who was great, complained that the Samsung part was known for frequent failures. Both of the above failures were within a few months of each other. I am very unhappy with the quality of appliances I have bought from Sears lately. I have hundreds of dollars in Craftsman tools. Sears used to be known for quality; obviously, the bean counters have taken over from the engineers.
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1 comment
SearsCares
Sears Response
#673513

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry to hear of all the trouble you have encountered with your Sears purchases, most recently with your freezer, which resulted in the loss of food. We understand how disappointing multiple failures like this are for you, and we’d like to see what we can do to help correct this situation. Please send the following information – contact #, screen name (Anonymous424833), 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
#424833 Review #424833 is a subjective opinion of poster.
Loss
$1000
With Official Company Response

Sears in Washington, District Of Columbia - Lousy products, worse service

Bought a samsung refrig that lasted 11 months. The first service person arrived 8 days after my phone call. He then had to order parts and scheduled the repair another 10 days away! The second repairman told me he couldn't fix it to ask for a replacement. He then left and wrote in his report that I had refused to order the parts (which were sitting on top of the appliance!). The third repairman never showed and wrote in his report that I had cancelled the service call. I am waiting for the 4th, having been without a working fridge for more then 6 weeks, and with them taking no responsibility.
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3 comments
Anonymous
#687104

July 25 and Sears has STILL NOT REPAIRED my lousy Samsung refrigerator. This started the beginning of June.

They 2x ordered the wrong parts, and the repairman has been at my house 5x. You would think they would have someone here first thing in the morning? But no call, and when I call they tell me sometime between 8 am and 5 pm. They then have the nerve to offer me "free consultations" on a variety of products, as if I would set foot in Sears again.

I am likely to have to buy a new one, but it won't be from Sears, ever, ever ever.

SearsCares
Sears Response
#673423

Dear Aliigoe,

My name is Brian and I am part of the Sears Social Media Escalations team. We are very sorry for the manner in which your refrigerator repair was handled thus far. We can understand how having multiple rescheduled appointments would be very frustrating for you, and we’d like to discuss some options we have to help make this right. Please send the following information – contact #, screen name (Aliigoe), 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

Anonymous
#673432
@Sears Response

Brian, I waited 5 hours on Saturday with a no-show, and again on Monday, with another no-show while people argued about whether my warranty would cover it. Of course it was clear I had called while within the warranty period, so this was doubly frustrating!

But after multiple phone calls and misunderstandings, a woman by the name of Judy called me and sent a repairman this morning. Unfortunately, they gave him the wrong part number so the part sitting on my fridge for the last ten days was the wrong one. But he is very nice, offered to re-order quickly and I have another appointment. If it finally gets fixed I will be satisfied.

If not I'll be on this site again :cry. Alison

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Review
#424580 Review #424580 is a subjective opinion of poster.
Service
Sears Repair
Loss
$2100
With Official Company Response

Sears - HORRIBLE CUSTOMER SERVICE!!!!!!

Ordered an item online at Sears.com The boxes arrived smashed, merchandise was not as shown on their website. I called and they told me their system was down and to call back in 3 hours! I then went to Sears.com and used their live chat. Was on Live Chat for 40 mins! Told me I would get an email telling me how to return the packages! Never got an email! Called them 2 days later and they said they need the tracking #'s from the boxes (why didn't they ask for that when I called 2 days earlier???), then I'm told they have to send a request to UPS and it will take 5 business days! THEN UPS will email me for a pick up date!!! AND I will not get a refund until 3-5 business days after Sears gets the items back from UPS! Sears customer service stinks!!!! The representative would not put a supervisor on the phone when I repeadily asked! HORRIBLE HORRIBLE SERVICE!!!!!!!!!!!
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1 comment
SearsCares
Sears Response
#673430

Dear Nothappy12,

My name is Brian and I am part of the Sears Social Media Escalations team. We are very sorry for the manner in which your online order was shipped to you. We can understand how having your order arrive damaged would be very frustrating for you, and we’d like to discuss some options we have to help make this right. Please send the following information – contact #, screen name (Nothappy12), 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
#424571 Review #424571 is a subjective opinion of poster.
Product
Sears Website
Loss
$140
With Official Company Response

Sears in Staunton, Illinois - Weedeater One -riding lawn mower

I had a service technician come out to look at my rider. He ordered 6 part's and I recieved them 6/20/13 by U.P.S. Been calling every day to confirm an appointment for him to come fix it. Every day they tell me I'll recieve a date within 24hrs. Ive heard nothing. All these part's are in my shed, what is the problem? My warranty is good through next month.The technician# is 0000596, service order# is40332471. I would like to know why I can't get no one out to fix my riding lawn mower. I have talked to several differant people by reguarding getting an appointment to have a technician come to fix it.
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1 comment
SearsCares
Sears Response
#673472

Dear ChrisSchehl,

My name is Brian and I am part of the Sears Social Media Escalations team. We are very sorry for the manner in which your riding mower repair has been handled. We understand how important a working mower is during lawn & garden season, and we’d like to help get a technician out to finish the repair. Please send the following information – contact #, screen name (ChrisSchehl), 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
#424533 Review #424533 is a subjective opinion of poster.
With Official Company Response
Bought a threadmill from sears.com on June 16, 2013. Set up a delivery date of June 28. (That was the first available date). Received a phone call on Thursday evening about delivery and set up. My two hour window was for 9:45 to 11:45 am. I called the delivery...
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2 comments
SearsCares
Sears Response
#673479

Dear Troy0118,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry for the trouble you encountered with your treadmill delivery. We understand how disappointing a broken commitment like this is for you, and we’d like to see what we can do to help correct this situation. Please send the following information – contact #, screen name (Troy0118 ), 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
#424527 Review #424527 is a subjective opinion of poster.
Service
Sears Delivery Service