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With Official Company Response

Sears in Birmingham, Alabama - Ms. Shirley Fialkowski

My sears lawnmower has a repair contract through 2014. On 5/18/13, I loaded my lawnmower into my wagon, drove it about 20 miles to the repair shop, and listed the repairs needed as: 1. The bag is loose, and clippings fly out the back into the face of the operator. 2. The lawnmower is difficult to start sometimes. When the mower was returns from repairs, and I had unloaded it at my home, I found, NOTHING HAD BEEN REPAIRED. In fact, the clippings flying out of the loose bag had worsened. It was difficult to start. AND, someone had charged $41 for a battery, which was not provided. My telephone call to customer service, Rosie, resulted in the information I would have to take it back to the repair store, necessitating an extra load/unload on my part. Rosey, customer service, refused the request that Sears come to my home to do the repairs already charged for with the warranty.
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2 comments
Anonymous
#664386

Sears isn't even doing their own repairs anymore. They send the repairs to another company!!!

Maybe you should feel lucky you got it back quickly, though I can see why.

I JUST got my mower back after being wo it 5 WEEKS!!! Absolutely horrible......never again

SearsCares
Sears Response
#656990

Shirley Fialkowski,

I am Liz and I am a member of the Sears Social Media Support Team. I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your lawn mower repair. From your post, I can see how irritating is to have the mower sent in for repair and it still is having the same issue. Even more, I find it frustrating to receive poor customer service when trying to rectify the situation. We would like to contact you and further discuss your recent experience and see if there is anything we can do to make this right. 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 phone number and the phone number the movie was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Shirley Fialkowski) 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 Team

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Review
#412577 Review #412577 is a subjective opinion of poster.
Service
Sears Repair
Loss
$200
With Official Company Response

Sears in Moses Lake, Washington - Missing items

I ordered several hundred dollars in tools from sears.com around the 15 of the month. Received the order a few days later only to finds I'm missing almost 200 dollars in tools. I call customer service first thing Friday morning to have them tell me I can reorder the stuff at 10% and they might refund my money when they do an investigation. I said no I would go somewhere else and I want my money back... Well they can't do anything. Now they are saying they aren't liable ups is because they put the items in the box. Well the box was not damaged no wholes no dents nothing to loose socket sets and stuff like that. The customer service team has yet to email me the investigation number and stuff I requested even though I have called back every morning requesting it again and again. They continue to ask me the same questions over and over again like they don't even have it documented and they still haven't provided me the tools or my money back. Keep in mind I'm a mechanic and needed that stuff ASAP which they don't seem to care at all even though I have a baby at home to feed. Never buying from them or an of the subsidiaries ever again!!!
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2 comments
Anonymous
#749004

I think there is a lot of taking involved by the staff. Just my opinion.

Seems you can't trust anybody at that store including the social media people. They want everyone to see they "care" but when you get down to brass tacks they offer a gift card which they never send.

Seems to be a constant with these people. I am curious to see if the stores will actually stock th sale items they are advertising for Black Friday or will they bait and switch again.

SearsCares
Sears Response
#656644

Missing items, we are sorry to hear of the difficulties you have experienced in reference to your online tool order. We'd like to look into this issue further and offer our assistance. Please send the following information – contact #, screen name (Missing items), phone # used at time of purchase to smadvisor@searshc.com – We look forward to speaking to you.

Thank you,

Dianne D.

Social Media Moderator

Sears Social Media Support

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Review
#412321 Review #412321 is a subjective opinion of poster.
Loss
$200
With Official Company Response

Sears push mower a piece of junk

Purchase (2) 140cc side discharge mowers late in 2012. The salesman sold me on the 'self priming' unit which at the time sounded like a good idea. Used each for less than 3 hours each. Fast forward May, 2013: One mower will start only with starting fluid forced into the carb, the other won't start at all. No obstructions in the fuel lines, carb cleaner used (after 3 hours?!) Sears will not warranty since I did not purchase the extended warranty. I posted a scathing review on the Sears website that resulted in an email (to which I responded but have not heard anything). Also, they won't post my review. What a horrible way to treat customers.
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2 comments
janscot12
#672890

UPDATE After my post here (which still has never shown up on the Sears website) I was contacted by Sears to address my concern. Before this, I contacted Briggs and Stratton who told me that the engine is warranted for 2 years and I could take it to a non-Sears repair shop (only a few) that will actually work on and warrant Craftsman mowers.

Subsequently, after much back and forth with the Sears Social Media person - not the one who posted here, and an offer to replace the mower with the same model (as if I am an ***), they were able to shut me up with a replacement of another model. While this was appropriate for a mower that was in service for about 2 hours, it was a pain in the butt. Upon return of the old mower their service department again told me 'just because the mower doesn't start doesn't mean it's a warranty issue' proves that they are after the extended warranty business. I refused to engage them, even when the store manager tried to sell me an extended warranty on the replacement mower!!

Worth the grief and aggravation? I guess it depends on whether of not the new mower starts next spring.

SearsCares
Sears Response
#656672

janscot12,

I saw your post here and I want to apologize for the difficulty you’ve had with your lawn mowers. I can understand how frustrating it is when something you purchased does not perform as expected. My name is Dianne with Sears Social Media Support team and we are a single point of contact for escalated concerns such as yours. At your convenience please send the following information – contact #, screen name (janscot12), phone # used at time of purchase to smadvisor@searshc.com – We look forward to speaking to you.

Thank you,

Dianne D.

Social Media Moderator

Sears Social Media Support

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Review
#411379 Review #411379 is a subjective opinion of poster.
Product
Sears Website
Loss
$400
Tags
  • good idea
  • Craftsman sears mower
With Official Company Response

Sears Cons Elderly Parents

Signed a contract with sears to buy a 16 seer, 5 ton Carrier Comfort unit with a 10yr parts warranty. Sales person said installation would only take 1/2 day since I was only buying a condenser unit and evaporator coils. This is what the salesman from sears promised and what is on the contract. This happened in Houston, TX. They installed a 15 seer unit with 5 yr warranty and work took all day. The sales person and the sears ac program coordinator will not return calls. I don't know what to do from here. It was bait and switch. I think this is fraud. This experience should scare anyone. Need advice. I also want to warn anyone who wants buy high-dollar appliances from Sears. There will rip you off. Not interested in the customer after they have your money!! Learn from what happened to me. Go else where, better to buy from a company who is honest.
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2 comments
Anonymous
#749009

Call the state attorney general in your state to let them know you were defrauded.

Also let your financial institution or the card you used and challenge the charges.

Good luck. Next step is a lawyer......make THEM pay for it.

SearsCares
Sears Response
#657558

Anonymous411195, My name is Liz and I am with the Sears Social Media escalations department. We truly apologize for all of the troubles that your parents have experienced their appliance.

It is our goal to provide our customers with the highest quality customer service and from what you indicated in your post, we have fallen short of that mark. We would like to contact your parents and further discuss their recent experience and see if there is anything we can do to make this right. 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 phone number and the phone number the appliance was purchased under (if different than the contact phone number) and we will call you directly.

In addition, please include your screen name (Anonymous411195) 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

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Review
#411195 Review #411195 is a subjective opinion of poster.
Service
Sears Installation
Tags
  • Sears air conditioner review
  • sales person
With Official Company Response

Update by user Jun 24, 2013

Update: Sears came through and did the right thing! Once my case was escalated (not real easy to do) a CS specialist took over and my mower was fixed a week earlier than fist scheduled. They even sent me money to compensate me for the two weeks my mower was broken....

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1 comment
SearsCares
Sears Response
#657421

Dear Cheerupfarm,

We’re sorry for any inconvenience and frustration you’ve encountered with your tractor and the attempts made trying to get a working one. My name is Edwin and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and put an end to your frustration. Please send the following information – contact #, screen name (Cheerupfarm) 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

Review
#411030 Review #411030 is a subjective opinion of poster.
Service
Sears Repair
Loss
$100
With Official Company Response
My mother is 77 years old, purchased a front loading washer and dryer sometime around the first of February, the piece of garbage washer had issues from the get-go. Completely shut down April 3. My mom had to have back surgery on the 10th of April. She'ss is home,...
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1 comment
SearsCares
Sears Response
#654886

Dear Anonymous410870,

My name is Trent with Sears Cares Escalations team. We are sorry to hear about the frustrations you and mother have experienced with her washer repair. We would like the opportunity to show you that we value your business. We would like to have one of our dedicated Case Managers to work with your mother and resolve this situation as quickly as possible. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Anonymous410870), to smadvisor@searshc.com.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Review
#410870 Review #410870 is a subjective opinion of poster.
Loss
$1200

Sears deceptive/ false shipping claims

I made a purchase on sears.com for an item from Sears- not a marketplace vendor. The site specified a delivery time of 2 days. I received an email sating the item had shipped on the day it was due to arrive. Estimated delivery was not for the promised time. Several emails to Sears resulted in absolutely no response in a reasonable time. the last 4 purchases I have made at Sears had led me to determine I will never shop there again and I will discourage anyone else I can either. The consumer would be better served if Sears ceased to exist.
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Review
#410798 Review #410798 is a subjective opinion of poster.
Service
Sears Shipping Service
With Official Company Response

Sears in Dulles Town Center, Virginia - Lies, Non-Responsive Customer Service

I recently purchased a patio furniture set that was to be assembled as part of the purchase price. Sears outsources setup and the installation company lies and is non-responsive. The set was purchased at the Dulles Town Center Store. I met with Christine the "soft lines", manager this morning and she promised to resolve the issue and call me back within an hour. She also lied and never called me back. This is a terrible company to buy from and they know nothing about customer service. Sears is an old company that has lost its' way when it comes to be responsive to a customer.
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1 comment
SearsCares
Sears Response
#654335

Dear Anonymous,

My name is Trent with Sears Cares Escalations team. Sorry to hear about the frustrations you have experienced with the setup of your patio. We would like the opportunity to show you that we value your business. We would like to have one of our dedicated Case Managers work with you to resolve this situation as quickly as possible. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Anonymous410521), to smadvisor@searshc.com.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

Review
#410521 Review #410521 is a subjective opinion of poster.
Service
Sears Installation
Loss
$519
Tags
  • purchase price
With Official Company Response
I made a purchase on March. 30, 2013 for a pair of shoes, I received the wrong size, I requested a return label to return the shoes since the error was Sears Merchant error not my own I was declined a prepaid return label. I had to pay to ship the shoes back. In...
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4 comments
Anonymous
#1102459

I have had the same problem with Sears and Beston Shoes. My opinion: they're CROOKS.

My advice: DON'T order from BESTON and SEARS.

I'm having problems getting my money back from my order!!! Help others by posting your issues on facebook, etc.

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Review
#410408 Review #410408 is a subjective opinion of poster.
Loss
$70
With Official Company Response

Sears' Service Stinks With Lawn Tractors

My parents bought a new Craftsman lawn tractor two years ago and now there is a problem with the drive system. Sears says it will be 16 days until they can do a service call. That's too long as the grass will be overgrown by then and a professional contract mower service will be used. Dump Sears! We used to buy everything at Sears. Now we buy nearly nothing. You call their helpline and a lady answers that barely speaks English and puts you on hold for twenty minutes trying to find a supervisor. She never came back. Sears just doesn't care. Go elsewhere.
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3 comments
Anonymous
#673785

If it were a rental mower or mowing service i might agree with you but it is a repair service to repair your unit . You have to get in line and wait your turn or take it to them and that it's own punishment.

Anonymous
#669774

Who cares if the grass will be tall? Seriously?

SearsCares
Sears Response
#654326

Dear Anonymous,

My name is Trent I am with the Sears Cares Team. We are so sorry to hear of the frustrations you have encountered with scheduling repair service for your parents. 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 that I have assigned to reference your post (Anonymous410407), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

View more comments (2)
Review
#410407 Review #410407 is a subjective opinion of poster.
Loss
$200
Tags
  • Sears Lawn Tractors