Anonymous
map-marker Anchorage, Alaska

Look anywhere but Sears, or do without.

The most recent complaint I have with Sears (and there are many now) is their refusal to replace or refund a replacement bulb for an HD TV we purchased only 5 months ago. The first bulb only lasted about 3-4 years. I got a replacement bulb in May at our expense. The TV screen quickly again darkened, but thinking that there was no way the bulb could be the problem, I took it to a repairman, who diagnosed the problem quickly as nothing but the bulb. He replaced the bulb, and it has been fine. I called to request a refund for the defective bulb, but was told that it was past the warranty time. The representative became terse from the start when I asked her to repeat her name, which was unusual. She stated that I would need to purchase a new bulb or have a serviceman come to the home. When I reminded her that the bulb was only 5 months old and that I wanted to talk to her manager, she declined, stating that the manager would only tell me the same thing. Sears was extremely friendly when we spend thousands of dollars on several appliances, always insisiting on selling extended warranties, which are worthless and expensive. But I must warn you that when service time comes, look out. They absolutely will not stand behind their products. This is the first of many issues we have had with them over bad products and bad service afterwards. Please deal with anyone else, or simply do without whatever appliance you are considering. We simply have never had such incredibly bad, not to mention rude, service in our lives. I have never written a negative review about a company, but Sears has pushed us beyond disgusted.
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Loss:
$150
Seanna Mue
map-marker Marcq, Abu Dhabi

Sears advertizes discount but you don't get it

Yesterday I received an email from Sears stating that if I ordered an item over $200 I would get a 25% discount on any purchase. The promotion code was given and the offer was only for 4 days over the Thanksgiving week-end. Also, your purchase had to be made online or by phone. So, I purchased a vacuum I've been wanting. Cost $259.00 Entered the promotion code. This caused my entire order to be messed up. I had to enter my Sears card number THREE times. Finally, a page opened which said that my purchase was not eligible for the $25% discount. No reason given. I went back to my email and studied the ad and the promotion code. There was nothing in the advertizing that indicated that some purchases may not apply. I am now writing the Competition Bureau to complain that Sears has false advertizing. I should have cancelled my order, but as usual it took a whole hour to complete an online order using the messed up Sears computer. One of the hold ups was because the computer wanted to tell me how many Sears points my new purchase would give me. The screen just froze and stayed like that. So I had to exit the web site and start all over again. Then I had an awful time changing the order because by now Sears wanted to send me TWO vacuums. I never wanted to know my darn Sears points in the first place. I have NEVER had one positive experience placing an online order with Sears. But the fact that this Thanksgiving week-end, Sears is sending emails to millions of Canadians promising them 25% discount on purchases over $200 and then refusing to give me that discount is absolutely galling.
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Loss:
$259
hawkpilot
map-marker Fairbanks, Alaska

Sears Online lies about pricing

Apparently online sale prices doesn't include Alaska. I am trying to buy a treadmill online and pick up in a store and the price before check out is $779. I go to check out and enter all my information then the price jumps to $899. There is no sale tax in Alaska, so there is no reason for the price jump. I am sick and tired of companies taking advantage of the 49th State. There is a reason why no one shops at Sears in Fairbanks they are way over priced, and now it extends to Online shopping as well. Good job ostracizing your customers!
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1 comment
Guest

It costs a lot to ship to Alaska.You being in Alaska should know that. Therefore internet prices will always be higher to Alaska.

Hector O Kkm
map-marker Smyrna, Georgia

Sear delivered broken merchandise

Sear sent a broken box when opened the computer had a crack on the plastic around screen. When I checked the specs they sent me the incorrect computer with less processor speed and half of the harddrive. Called customer service was on the phone for 2 hrs first they said the web page must have an error and if I want the computer I order with the correct specs I would have to pay the extra amout after they credit me back mymoney when they get the broken computer now I have to wait 2 weeks to see what happens
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Loss:
$529
buythis
map-marker Tucker, Georgia

Sears Lost Another Customer

I ordered a dewalt sander online. It had a hard case and was about 5.00 more than the one with the soft case. I thought it was a good price plus nobody i found had the hard case except Sears. They sent me the one with the soft case. I chatted and it took 20 minutes for the rep to tell me what i said in the first sentence. He said bring it to the store for a refund. So, I bring it to the store. The rep that is normally at the order pickup area was not sure how exactly to do this refund***However***he said no problem and even brought me to the tool section to get a replacement. He called over a rep in the tool area that wanted nothing to do with helping. She was asking me how to do the return and with an attitude. She walked away with the receipt and came back about 5 minutes later. She asked me for my ccard 4 times. Finally I saw a manager and had him finish this mess. He said do you want to do an exchange and I said I asked the lady in the beginning but now I will go to Home Depot.
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Loss:
$5
Company responded
amorrison
map-marker San Antonio, Texas

Bad Customer Experiance

Bad Customer Service experience at Sears at Ingram Road. The router I purchased on 01/05/12 as a router/table combo stopped working today. I took it to the repair center who told me that it was under a 1year warranty and protection plan so I needed to take it back to the store to be replaced. I go to the store and the associate asked me for my receipt. I told him I did the electronic receipt and don't have a paper receipt for me. He says "Sorry can't help you that's why you should keep your receipts." And he tries to go onto the next customer. I stopped him and told him again I did the electronic receipt and asked him to look it up. He "Couldn't Find it". I aksed him for the 1-800 service number which he doesn't want to supply at first. Instead he wants to give me the store number. I demand the Service number which he finally gives me. I call and they find the receipt and email it to me. By now a 2nd associate interrupts me while on the phone and says "You don't need the receipt because the routers warranties are only good for 30 or maybe 90 days sir." I told him now and showed him my receipt. He apologizes and walks off?????? Now dealing with a third assiocaite he tells me he needs to call a manager for an override. The time is 5:07. At 5:17 I asked him why am I still waiting. He calls again. At 5:27 I remind him Im still waiting. He makes a phone call and finds that the manager is at lunch. At 5:30 he tells me he is going to go find a amanger. At 5:38 he returns with a manager and she tells me she will open a work case and Sears will send me a box to ship my router in and I should get it in 5-7 business days. I had enough. I told her no I will not wait any more. She then says…"Let me go talk to the manager and see what we can do?????????" She comes back and says they will replace the router. The third associate reminds her that it was a router/table combo. I did not bring the table. She says "Oh no we can't do that, hold on let me go talk to the manager again" When she walks off I call my wife and ask her to bring the table. Five minutes late she comes and says "Never mind we don't need the table" I had to call my wife back and tell her never mind. She had just loaded it into the truck. They replaced the router and told me that the warranty will still be valid for the new router but because they had to replace it with a slightly different model that I might have "Trouble in the future??????" ALL my tools are Sears/Craftsman. From now on Lowes and Home Depot will be where I shop for my tools. Sears/Craftsman has lost a 2nd Generation Customer!
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Loss:
$99
1 comment
David Rde
Sears Response

To Amorrison,

I would like to continue to apologize for your frustration with the problems you encountered with your router as well as the poor customer service that you received. I see that we have already received your information through our Facebook page but we would like to offer our address to other customers who may see your post and need assistance. Please reach as at SMAdvisor@searshc.com and we will be sure to have a Case Manager contact you as soon as possible.

Thank you,

Kiera J.

Social Media Moderator

Sears Social Media Support

Company responded
Lawrence A Blh
map-marker San Diego, California

Bad salesman, poor delivery and installation

Save yourself from misery and don't shop at Sears. Try Lowes, the Home Depot, or Best Buy. In summary the salesman are lousy and you can't depend on delivery and installation. Here are my 2 experiences shopping for major appliances at Sears at UTC in San Diego. I was at Sears looking for a washer and dryer. I had a small number of questions. The salesman didn't have an answer for one of them and needed to ask someone else. I overheard him say that trying to make this sale was like pulling teeth. What a ***. I was told there was a 10% discount, but when he rung up the sale the price was higher than I thought it should be. So before paying I carefully reviewed the bill and found the discount wasn't included. Good thing I caught this before paying. It took him a long time to add in the discount and I thought that would be the end of the problems, but there was still delivery and installation that had to be done. Everything was supposed to be in stock and ready for installation. On the install date they showed up with the washer and dryer but not all the parts to perform the installation. So they dropped off our new machines and took the old ones for disposal. So unexpectedly for 2 days and had to resort to going to the filthy laundry mat. They should have left us with our old machines until they were ready to install the new ones. For my second experience I was looking for a new dishwasher. The first salesman spoke to me for about 1 minute and then just walked away even though I was asking him questions. The second salesman told me all the dishwashers were the same size, even though the printed information on them listed many different sizes between machines. The guy said to ignore the printed information. Luckily I had tape measure and a brief measurement of a few machines showed they did have different sizes. The 14 years of sales experience he claimed to have was worth less than 1 day of basic training. A few hours later I purchased a dishwasher from Lowes in Mission Valley. The salesman there was much nicer, knew dishwashers had different sizes, and took off the bottom foot plate so I could make accurate measurements. I was able to tell beforehand that the dishwasher I wanted would just barely fit; the salesman said I could return it with no restocking fee if I couldn't get it in. Thank you Lowes. Sears sucks.
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2 comments
Guest

I also(snarkley) apologize for the "inconvience" Here's my story I ordered a kenmore refridge online and paid a rather large fee for delivery to my home so on 7/31/12 the delivery driver calls to inform me that he can't make the turn on my street well the truck is 40 feet long to begin with mind you for one fridge I presume; this is pittsburgh we DO NOT have streets that were made for semi trucks ok why would you take a massive truck out to begin with? so at this point I'm very sorry I didn't check out Lowes(and they offer FREE delivery!)compared to $a 69.00 fee,so I am on the phone for over an hour I want to have my money refunded by now but she then reschedules for this Friday with a smaller truck so I will grace them this but if it isn't here by Friday I will have to seek legal help over this problem that sears created by not doing this from the start.

David Rde
Sears Response

To Lawrence1971,

My name is Kiera and I am with the Sears Cares, a team dedicated to handling escalated issues such as yours. We would very much like to speak with you regarding these issues and see what can be done to rectify the situation I apologize for the poor customer service that was provided to you at our store and the delivery team not bringing out the necessary tools to connect your washer and dryer. At your convenience please contact our office via email at SMAdvisor@searshc.com with your contact information (preferably a contact phone number) and a personal Case Manager will contact you to assist you. Also, in your email, please provide the screen name (Lawrence1971) you used to post on this site, for reference to your issue. We do look forward to talking to you soon.

Thank you,

Kiera J.

Senior Case Manager

Sears Social Media Support

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dahomas
map-marker Grawn, Michigan

Craftsman mower piece of junk.

I purchased a craftsman riding lawnmower in April of 2011. We used the lawnmower for two months before the end I summer. Due to the extreme drought we used the mower for the first time last week and the mower stopped working in the middle of mowing. When sears came out to repair it we were told the transmission was completely out ofI the mower. This is a product that Should last more than two months and carries the craftsman name. I have recently researched this mower and found the mowers themselves have lots of issues and will undergo multiple repair. I have spoke to multiple representatives whom all refer me to send a letter to a mail stop in Chicago. I see this as a way of blowin me off. I spent $1000.00 on this mower and expect the quality I paid for. The quality of a craftsman. If this situation is not rectified I will never purchase anything from sears again. No one can make the decision to give me in store credit so I can purchase a rider with better reviews. Tired of the run arounds!!
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Loss:
$1000
2 comments
Arthur C Ryl

I have to agree with you! I have a zero turn bought in March this year, now the spindle has blown up, I am lucky I did not get seriously injured.

I have had to call Sears warranty 3 times and am not sure if they will get the parts shipped out to me. The first two calls they assured me they would get shipped but it didn't happen.

I too will NEVER buy anything from Sears again. Spent over $3000.00 for this machine and warranty.

Guest

My name is Misty and I am part of the Social Media Support team and I saw this comment and I wanted to reach out to you to see if we could be of assistance. We are terribly sorry to hear that your mower has failed to meet your expectations and for any inconvenience this situation has caused you. We would like to contact you about this issue and help make this right on your behalf.

At your convenience, please contact our office via email at smadvisor@***.com so we can get to the bottom of this. In the email, please provide a contact phone number and the phone number your mower 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 (Dahomas) you used to post on this site, for reference to your issue. We truly value your business and look forward to talking to you soon.

Thank you,

Misty H.

Social Media Moderator

Social Media Support Team

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peteryonko
map-marker Atlanta, Georgia

Had me arested

I Hired A Independent Contractor, To do some kitchen repairs.he made a mess and said for me not to worry that he has these people, that will come and clean up after him well what happened next is they cleaned up and everything seemed to be ok, but he left while they were cleaning and when they finished he did not answers or return my phone calls, so the two men dressed in a sears logo uniform and a sears van told me that i had to sign, he was a big black man very intimidating and so i did as he told me, and then he kept on writing on the paper, for a few minutes and ripped out a copy and told me that i needed to pay him a excess of 700$, i told him i am not the one who called you or instructed you to do anything for me and i'm not responsible for this bill, i tried calling the contractor, and i even went to the other houses he was working on with the sears workers, upon arrivial at the two other houses the front doors were open and the house was vacant and nobody was there, i further told them that he needing to pay them his name was on the invoice and that there harassing me that there going to call the police on me, so we came back on my home and they stood in the driveway like two burglars waiting to kill somebody or like a snake waiting to strike, i approached them and said to them, this is very ugly and i don't like this you're in front of my home in a very bad manner and i want you's to leave my home i even insisted that if i had to pay the bill i will just for them to leave my home, i only had under 100$ on me, they said there gonna stay here as long as it takes to get there money, they took 20$ cash from me and said there gonna go eat some lunch and come back they never left, and kept my money, the next thing that happened is the police arrived. and they said that i told them everything to do and they lied to the police, and the police because they believed them called me a liar and a cheater, the police later arrested me, for theft of services, and i went to jail for 5 days and i'm out on bail right now, i'm going to let the whole world know what sears has done to me, and how these criminals of sears treated me and my family for charges excess of 700$ to clean a carpet and chairs, and i repeat i did not authorize or consent to any work done by anybody other than the contractor, there is going to be a court hearing on Aug 30th 2012, i intend to call the media and the public at large, to know this scandal and price gouging, i been a customer at sears since i was a child, im 47 years old now and i never had a bad experience with sears before, - peter yonko conact number - (770)912-****
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Loss:
$700
jj a Vpt
map-marker Dyer, Indiana

Do not buy from Sears.com marketplace Home and Living

I purchased a sofa from sears.com marketplace homelandliving.com. I was disappointed when I received it. It was made from China with a very thin cheap fabric material. After a month I noticed there was a tear in the cushions. Unfortunately, the fabric and cushions are wearing pre-maturely. The fabric is tearing and the cushions are loosing their shape. I never had this problem with any other brand of living room furniture I purchased over the last 35 years.I called Sears and talked to 3 or 4 people and I was given a phone number to call Home & Living. When I called them, they said I cannot get a refund or exchange because it was passed 30 days. Do not buy from Sears.com& home and Living. Inferior quality and they do not stand behind their products. I have never been so dissatisfied with a product! Shame on Sears.com & Home& Living for scamming people!
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Loss:
$440
Anonymous
map-marker Jersey City, New Jersey

Sears Doesn't Stand Behind Products Sold on Their Website!

I ordered and paid $731.84 for what I thought was an iPad3 with Wi-Fi and 4G network from Sears.com. Surprisingly I received the iPad from a person in the Bronx, NY and the packing slip was from Amazon. I was told by Apple that I received an iPad2 with Wi-Fi only (without 4G). When I tried to contact Sears, they directed me to Amazon which showed no record of the sale. Amazon suggested I try a company called Idolian. After several days of what I will call "the runaround" from Idolian, I received a label to return. After returning the product, I was told by some person at Idolian that I could pay a 50% restocking fee (this is unrealistic) or they could return the iPad to me because it was what I ordered. Exchanging this product was not an option and now I'm out of $731.84 and stuck with an iPad I did not order! Sears never offered to facilitate a resolution or offer an exchange. This was not a cheap item and I can't believe Sears did not stand behind a product that was ordered from their website by Sears gift certificate! I hope everyone stops shopping at Sears! I thought Sears was a reputable company that stood behind their products, but I was wrong. Sears is totally "hands off" and has not offered a resolution!
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Anonymous
map-marker Los Angeles, California

How sears.com does to its customer:

I order asus 14" laptop with dvd drive, windors 8 and $219.99 after I paid for it to the customer of sears.com. Later I fund they changed my item with something else. I contacted them, and they told me they have this item right now and asked me to pay it again its new price $349.99, and promised me they will adjust it to be $219.99. but soon, I found they changed my order item again with an old laptop, and they asked me to pay third times for this same item with a 10% off.
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Anonymous
map-marker Pittsburgh, Pennsylvania

SPOTTY GROUT RESULTS

Sears tile and grout cleaning has created aggravation and a pricy cost to say the least. The first time cleaning the tile and grout, it remained spotty, they returned to clean again, still wet, I was told, it will dry and be cleaner. Asking if this does correct the problem, I was told to go out and buy a marker to run down the grout lines for a cleaner look! Paying 160.00, I certainly am not cleaning the grout! What has happened to the professionalism at Sears. NEVER will they step in to my house again, and, I will extend my views regarding this matter to the public in many ways. Ripped off, I should have known better. Calling customer service today, asking to speak to a manager, the gal would NOT provide me with a name and number, she is addressing the problem for the second time. What are they hiding???
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Company responded
Anonymous
map-marker Flora, Illinois

SEARS-DON'T BUY!!

I purchased an item from Sears...well oddly enough I tried to post a review on Sears.com..but oddly, it keeps kicking me off when I have finished my review. So, I will post here...don't buy from Sears...EVER.. item will not be received when told, item will not be what it says it is...(many posts on here regarding that)--in short, just stick with AMAZON...Don't buy from SEARS!!! NEVER EVER!!! I could have drove to the Sears warehouse long before I received the item...heck, long before the item ever left the warehouse....just don't buy from Sears!
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Loss:
$168
2 comments
David Rde
Sears Response

My name is Tony and I am with the Sears Social Media Escalations team at the executive office. We would like to extend our sincerest apologies for the troubles that you have had with your online order. I can certainly understand your frustration with the delay in getting the item delivered to you. Furthermore, the disappointment that you must have felt is certainly understandable.

We recognize that we have let you down in this particular situation and we apologize for that. As a valued Sears’ customer, we would appreciate the opportunity to speak with you further and work on your behalf to ensure that this matter is resolved to your complete 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 that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (354452) 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.

Tony T.

Social Media Moderator

Sears Social Media Support

David Rde
Sears Response

Dear Anonymous354452,

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 item you ordered and our service. We understand the importance of our customer's options and we strive to provide the best possible shopping experience we can for everyone. I see that we fell short and let you down in this matter. 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 item 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 (Anonymous354452 or reference number 354452) 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.

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microwavedinners
map-marker Mesquite, Texas

Sears does not honor their extended warranty commitments.

Sears failed to show up for three subsequent and separately schedule appointments for a warranty repair for my cooktop. This caused me three missed days of work, and nearly a month without a cooktop. They do not employ enough repair persons to make appointments any sooner than 10 to 14 days after you call. They must be grossly overbooking their repair persons to result in failing to show up this frequently. They have no system for contacting their customers in advance when they are not coming, they just don't show up. They have no system in place for putting customers back into the next day's schedule when Sears fails to show up. When any appointment is rescheduled, regardless of the circumstances, the customer is put at the end of the 10 to 14 day waiting line. Sears supervisors have been unable to correct these issues. Sears' poor extended warranty service systematically weeds out any customer who actually needs warranty repair service, and keeps the customers who don't need repairs. If you think this is too cynical, remember all the health insurance companies who cancel their contracts when their customers actually got sick. Don't buy an extended warranty, especially not one from Sears!
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Loss:
$1400
2 comments
Guest

Been in the same type of situation for over a year. Bought the Sears Master Protection Agreement wich has a lemon clause in it.

My range has been serviced 5 times and the same problem exists even though the repairmen (plural) have changed the valves 3 times and checked the range from top to bottom. Sears dimwits have now said that it is the pressure of the LP tank that is bad. But how does that explain that the range in the 1st floor kitchen that works perfectly with the same tank as they are both hooked up on the same line. Sears refuses to replace the unit.

I have already contacted the NYS Attorney Generals Fraud division office, explained the situation, filled out the appropriate forms and am going to drop them off today. I told them I would do so if they couldn't honor their contract. I recommend that you do the same : contact your State AG office and file with them. If enough complaints come in, Sears may actually honor their word instead of passing the buck.

By the way, after this garbage began last year, when I needed to purchase a generator, rather than going to Sears (where I used to purchase items like this) I went to Lowes.

They were helpful and even put it together for me for free. Change where you shop...then these thieves and liars will lose their jobs instead of making us waste out valuable time.

Guest

It is now been five weeks without my primary cooking appliance. Sears has failed to show up for FOUR scheduled appliance repair visits for my appliance which is covered under a Sears extended warranty.

My warranty says they will replace my appliance when Sears fails to repair it after four visits. Will Sears honor their warranty agreement?

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