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With Official Company Response

Sears in Stamford, Connecticut - THE WORST CUSTOMER SERVICE IN THE HISTORY OF RETAIL

ON APRIL 28, 2013 I ENTERED THE MASSAPEQUA NEW YORK SEARS STORE TO PURCHASE A WASHER AND DRYER. AFTER WAITING QUITE A WHILE I WAS APPROACHED BY A SALESPERSON. I KNEW EXACTLY WHAT I WANTED AND AFTER THE SALESPERSON'S ATTEMPTS AT THWARTING MY CHOICE, WE SETTLED ON THE ITEMS AND AN ATTEMPT WAS MADE TO RING UP THE SALE. I WAS IN THE STORE OVER 1-1/2 HOURS BECAUSE THE POINT OF SALE SYSTEMS COULD NOT SEEM TO COORDINATE THEIR PROGRAMS. ALSO, AT NO TIME WAS I ASKED IF THE DRYER WAS PLUG IN OR HARD WIRED. I WAS ONLY TOLD THE DELIVERY PEOPLE WOULD INSTALL BOTH APPLIANCES. FINALLY THE TRANSACTION WAS COMPLETED. SETTING A DELIVERY DATE WAS CRITICAL SO THAT I WOULD NOT MISS WORK AND WOULD BE ABLE TO HAVE SOMEONE THERE TO ACCEPT THE DELIVERY. THE SALESPERSON WORKED VERY HARD TO GET THAT GUARANTEED DELIVERY DATE AND ALL SEEMED WELL. THE STORE'S DELIVERY PROCEDURE IS THAT THEY CALL THE NIGHT BEFORE THE SCHEDULED DELIVERY DATE TO CONFIRM. JUST THE DAY AFTER I PURCHASED THE ITEMS I RECEIVED A CALL FROM DELIVERY TELLING ME THEY HAD TO POSTPONE THE DATE BECAUSE THE VENDOR COULD NOT SUPPLY THE APPLIANCES. THEY WANTED TO MOVE THE DELIVERY UP 2 DAYS WHICH WOULD BE A SERIOUS PROBLEM BECAUSE I WOULD HAVE TO CANCEL CLIENTS AND WORK AGAIN.I RELUCTANTLY AGREED BECAUSE I NEEDED THE APPLIANCES AND WAS TOLD TO GO TO THE STORE TO SEE IF THEY WOULD WRITE OFF THE DELIVERY CHARGE AS A CUSTOMER SERVICE GESTURE.UPON RETURNING TO THE STORE MUCH ENSUED..BUT TO ENCAPSULATE, I WAS OFFERED A GIFT CARD TO HELP DEFRAY THE DELIVERY CHARGE AND WE KEPT THE POSTPONED DELIVERY DATE. THE NIGHT BEFORE THE NEW DELIVERY DATE I CALLED THE INSTALL TEAM AT THE SEARS DELIVERY CENTER AND ASKED IF THERE WAS ANYTHING I NEEDED TO DO TO PREPARE FOR THE INSTALL OF THESE APPLIANCES. I WAS TOLD THERE WAS NOTHING I NEEDED TO DO...THE TEAM WOULD INSTALL THE DRYER AND WASHER IN THE SAME FASHION THE PREVIOUS WASHER AND DRYER HAD BEEN PUT IN. THEY CONFIRMED THE TIME OF DELIVERY FOR THE NEXT MORNING. THE NEXT MORNING THE TEAM SHOWED UP ON TIME TO DELIVER THE WASHER AND DRYER. THE MEN UNLOADED THE APPLIANCES IN THE STREET OUTSIDE THEIR TRUCK AND CAME IN TO ACCESS THE SITUATION.THEY SAW THE DRYER WAS HARD WIRED AND ADVISED ME THAT THEY DID NOT DO ELECTRICAL WORK AND THEY COULD NOT INSTALL THE DRYER. SO...THEY PACKED UP THE APPLIANCES AND LEFT. I WENT BACK TO THE STORE, FOUND MY SALESPERSON AND DESCRIBED THE CHAOS THAT HAD ENSUED. SHE WAS VERY SYMPATHETIC BUT CLEARLY WHAT THE DELIVERY TEAM DID WAS APART FROM THE STORE'S GENERAL OPERATIONS AND SO HER EFFORTS TO HELP WERE SOMEWHAT STIFLED. I WAS TOLD I HAD TO GET AN ELECTRICIAN TO PREPARE FOR THE INSTALL OF THIS DRYER BECAUSE SEAR'S ELECTRICIAN WOULD BE $ 180.00 AND HE WOULD BE DAYS BEFORE HE COULD DO THE WORK. I ASKED IF I WOULD BE REIMBURSED FOR THIS ELECTRICAL WORK AND THE SALESPERSON SAID SHE WOULD REIMBURSE ME OUT OF HER COMMISSION. THE MISERABLE STORE WOULD NOT EVEN BACK HER ATTEMPTS AT CUSTOMER SERVICE AND SATISFACTION! SHE SET A NEW DELIVERY DATE WHICH GUARANTEED AN EARLY MORNING DELIVERY AS I WAS GOING OUT OF TOWN AND NEEDED TO LEAVE THAT SAME DAY. THE NIGHT BEFORE THE THIRD DELIVERY DATE , SEARS CALLED TO CONFIRM THE DATE AND SAID THEY WOULD BE HERE BETWEEN 7:45AM AND 9:45AM TO DELIVER THE WASHER AND DRYER. AT 10:00AM NO ONE HAD SHOWN UP SO I CALLED THE DELIVERY SERVICE AND WAS TOLD THEY WERE RUNNING LATE AND I WAS THE 4TH DELIVERY.THEY FURTHER STATED THEY WOULD CALL THE DRIVER AND ASK HIM TO CALL ME TO LET ME KNOW WHAT TIME TO EXPECT THEM. I NEVER HEARD FROM THE DRIVER, SO AGAIN I CALLED THE DELIVERY CENTER AND NOW WAS TOLD THERE WOULD BE NO DELIVERY BECAUSE THE VENDOR DID NOT HAVE THE APPLIANCES AND SO THEY WERE NOT ON THE TRUCK!!!!! SO NOW I HAD MISSED MY TRIP, MY FAMILY HAD TO LEAVE WITHOUT ME, MISSED 1-1/2 DAYS OF WORK, PAID AN ELECTRICIAN AND STILL HAVE NO APPLIANCES AND NO WAY OF REALLY RECTIFYING ANY OF THIS. AT THIS MOMENT I AM AWAITING A CALL FROM MY SALESPERSON AT THE STORE. SHE HAS BEEN TRYING TO REACH THE WAREHOUSE TO NO AVAIL. THEY ARE NOT EVEN RESPONDING TO THEIR OWN STORE'S NEEDS. IT SHOULD BE NOTED THAT BOTH TIMES I VISITED THE STORE TO FIX THAT DAY'S PROBLEM...THERE WAS NO GENERAL STORE MANAGER ON DUTY. FISH STINKS FROM THE HEAD DOWN FOLKS. IT'S FOLLOW THE LEADER. IF THE MANAGER CARED ENOUGH TO TRAIN AND SUPPORT THE SALES TEAMS ...CLEARLY TRAINING IS ALSO AN ISSUE IN THIS POORLY MANAGED STORE. IF I HAD BEEN ADVISED THAT I NEEDED ANYTHING AT ALL TO PREPARE FOR THE INSTALL OF THOSE APPLIANCES, I WOULD HAVE HAD IT READY AND ACCEPTED DELIVERY THE FIRST TRY. SO, I STRONGLY ADVISE EVERYONE TO FIND SOMEWHERE ELSE TO SHOP. CHOOSE A COMPANY THAT "WALKS THE TALK"...REALLY PRIORITIZES CARE, RESPECT AND SUPPORT TO BOTH THEIR CUSTOMERS AND THEIR ASSOCIATES. CUSTOMER SERVICE IS NOT ABOUT REIMBURSING A CUSTOMER WITH AN IN STORE GIFT CARD FOR A JOB BADLY OR NOT AT ALL DONE; IT'S ABOUT LISTENING TO WHAT THE CUSTOMER NEEDS AND FULFILLING YOUR OBLIGATION TO THAT NEED. IF NOT CLOSE YOUR DOORS AND FIND ANOTHER LINE OF WORK! SEARS.... HOW YOU HAVE FALLEN. ONCE THE BASTION OF CLIENT/CUSTOMER CARE YOU ARE NOW ON THE BOTTOM RUNG OF THE RETAILING LADDER. I WILL UTILIZE EVERY OPPORTUNITY I AM GIVEN TO DISCOURAGE ANYONE ELSE FROM ENTERING YOUR STORES. YOU SPEND MILLIONS OF DOLLARS ANNUALLY TO ENTICE AND INVITE CONSUMERS TO YOUR BUSINESS AND THEN TAKE MERE MOMENTS TO ALIENATE THEM TO THE EXTENT THEY WOULD NEVER COME BACK.
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2 comments
SearsCares
Sears Response
#643698

Dear ppissyotis,

My name is Trent with Sears Cares Escalations team. We were sorry to hear about the frustrations you have experienced with the delivery of your appliances. We would like the opportunity to show you that we do value you as our customer and appreciate both your feedback and your business. We would like to connect you with one of our dedicated Case Managers, to work with you, to resolve this situation. 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 (ppissyotis), to smadvisor@searshc.com.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

ppissyotis
#644008
@Sears Response

Well Trent..perhaps you should furnish me with a way to reach you...I have no intention of posting any personal information on this site.;I don't hold out much hope for your response or successful intervention.

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Review
#404024 Review #404024 is a subjective opinion of poster.
Service
Sears Manager
Tags
  • Retailing

Sears in Austin, Texas - Crdeit card refusal

I would like to know how Sears can give a credit card to a 25 year old with one year work history who owns nothing and NOT to someone who has held the same job for 33 years, has paid off a house mortgage,vacation house mortgage,paid off business building mortgage, owes nothing on credit and has saved over $750,000 in 401k and owns rental property with incomes. WTF? Who is the better credit risk here????? They can't even explain it on the phone but told me to go to a financial adviser....I think I'm doing pretty good without one and I guess I'm doing pretty good without shopping at Sears too.
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2 comments
Anonymous
#643191

That's funny, you have $750,000 and your trying to get a

Sears credit card (at probably 25% interest).

Anonymous
#749236
@Anonymous

You should do so well. Your comments are rude and we don't need to hear them. :?

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Review
#403920 Review #403920 is a subjective opinion of poster.
I bought a Sears rider mower in 2011. In the spring of 2013 I started having problems with the drive belt jumping off. I thought the problem was a warn belt, so had it changed for about $100. It still jumped off, and we then noticed that the frame mount to the...
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1 comment
Bodryn
#642986

Some years ago I went to Sears to replace a small hand tool that was supposed to have a lifetime Sears warranty. Even though the tool was something that could be replaced for under $20, they refused to honor their own "lifetime warranty".

As a result, I basically made a decision to avoid Sears in the future, although I occasionally have gone in there to "window shop".

I guess they were being "Penny wise and pound foolish."

Review
#403891 Review #403891 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1500

Sears lost another 30 year customer today...

My family have bought appliances from Sears for many years. My father stopped a few years back because of a quality issue with them and I should have listened to him. I trusted the Kenmore brand and bought a gas range for my new house a year and 10 months ago (it had a year warranty, I didnt buy extended warranty because i trusted it would not leak gas and after one year). Last weekend, we came to find out that it was leaking gas (in my home with two little children) and who knows how long it had been leaking. We called to get someone sent out. We waited all day and when the person showed, it was for a microwave problem???? I didnt have a problem with that, so he couldn't help us. We had to wait two more days for someone to come back out and tell us what was wrong with our range. When the serviceman told us that, yes we did have a leak, he then proceeded to tell us that we had to call Sears the next day to see what can be done. What??? Since then, my husband has been on the phone, everyday, sometimes being put on hold for an hour or longer, with no resolution in sight. It has now almost been a week since our first call. I have no way to cook dinner for my family, my husband has been lied to by multiple people, and I still dont have a freaking quote to fix my range!!!! Yesterday he spoke with Adrian in Customer resolution who told him that they were going to get our machine out for us as soon as possible and take care of us, but today, Linda from customer resolution told us that Adrian was a liar (and yes, my husband asked if she was calling him a liar, she confirmed that she was) and they couldn't do what he said they would do. What kind of company are you people running??? They keep trying to tell us we have to buy a protection plan. I WANT MY STOVE FIXED!!!!! I DONT WANT A PROTECTION PLAN!!!!! A week we have had to deal with this BS of a run around and still no freaking quote. I work in retail. The big thing you understand in retail is one unhappy customer tells ten more about the situation, then those ten tell ten more about the situation, and so on. Well Sears, here it is. I am going to spread the word like you would never believe possible. My husband has had to take hours away from his job dealing with you people and we still have nothing to show for it. A gas leak can kill people, do you get that???? Your appliances cant even hold up for a full two years??? We will never buy Sears again. EVER AGAIN!!! And neither will everyone I plan on telling. Lowe's has better products, better servce, better quality. Everyone needs to go shop there. Sears, you will go out of business because of your *** products and your even worse customer service.
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2 comments
Anonymous
#749241

I would also contact your state attorney for putting your children at risk for illness or worse.

What they did was cross the line this time. I would absolutely sue.

Good luck......

Bodryn
#642950

Unbelievable! Sounds like you need a full-blown lawyer just to get your gas range serviced.

Maybe the thing to do is to find somebody that can fix it so you can at least mitigate the damages.

Then maybe you could submit the bill to Sears and try to get them to pay. Or go to small claims court to get them to pay.

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Review
#403806 Review #403806 is a subjective opinion of poster.
Loss
$1000

Sears in Saint Cloud, Florida - Primary Cardholder Rights/Failure to provide accurate information

I asked to have a new card in my name mailed to me. Person said many things, many many things. I worked in banks and am not the average customer. Ultimately, I could fill in data to all her arguments that would validate my request. Her goal was to not provide the service I requested. To the extent of having difficulty getting off the phone with her. I sensed she was too strongly defiant and decided to peacefully exit the phone call. She had strength to hold me on the phone somehow and even wanted to know what I planned to do next. I of course was avoiding further conflict if at all possible. I HAD to tell her for real. she would not hang up or let me go until I did. This is ridiculous. Can you make sure my mailed request for cards has been processed? Melinda Rose Carbajal Account:512072253628698 Please. I am scared to call now.
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Review
#403805 Review #403805 is a subjective opinion of poster.
Loss
$8500
Tags
  • Playing card
With Official Company Response

Sears in Portland, Oregon - Poor repair, unacceptable response to needed emergency repair!

Please refer to my account notes with your resolution hotline, latest contact is liza. I demand a complete refund or a new machine immediately, delivered and installed, no further charges. My machine was ruined, it fell apart first use after tech left after his repair. It smelled and continues to smell like burned wiring, a definite fire hazard. I have tried toget your people to appreciate that hazard, but continue to tell me that next tuesday is the first repair appt available. I waited long enough the first time. This machine has been a lemon since day 1! You can get all my info from resolution team. I need your response now!
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1 comment
SearsCares
Sears Response
#642120

mikenett, We can see your concern about your dishwasher and apologize for disappointing you. We have received your personal email today regarding your recent development and request. We will forward your post over to your case manager and request for you to be contacted. We appreciate the opportunity to resolve this unfortunate issue with your dishwasher. We look forward to talking to you soon.

Thank you,

Christine R.

Social Media Moderator

Sears Social Media Support

Review
#403413 Review #403413 is a subjective opinion of poster.
Service
Sears Repair
Loss
$800

Sears in Kansas City, Kansas - Online layaway

I have been trying to get my money back from this company since febuary 27 2013 regarding my online layaways. everytime i call customer service they tell me to wait 48hrs and i will receive my money and yet i am still waiting on particial refunds. I paid my layaways off then i would get a email saying orders were cancelled on your end so i have been waiting for my refunds. i have called 3-2-13, 3-13-13, 3-25-13, 4-14-13. how many more times do i have to call?? i am owed $18.60 layaway#80022789, $26.54 80023235, $38.90 80027082, $40.75 80027296. please help me get my money back. It is not fair that your company took my money but, yet do not want to give my money back to me. I paid my layaways like i was supposed to and once paid in full your company was supposed to send my merchandise and i got nothing but an email from you saying sorry thier was an error and your layaway was cancelled. ok thats fine but,I WANT MY MONEY BACK THAT YOU WERE PAID!!!!
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Review
#403159 Review #403159 is a subjective opinion of poster.
Loss
$125
Tags
  • ARIA Charts
With Official Company Response

Sears in Saint Louis, Missouri - Ridiculous cost of replacement ice cube tray

In October of 2010 we bought a side by side Kenmore from our local store in Farmington. Until April of 2011 it worked just fine. But at that time we started to notice a very thick coating of ice on the far left side of items in the freezer. I couldn't get my husband to look at the freezer until the coating of ice made it difficult to open his ice cream. When he did find the problem it turned out that the plastic ice cube tray in the ice-maker was warped and allowed water to flow out of the ice cube tray and down the left side of the freezer. The repair part should have been a replacement of the plastic ice cube tray. It was not. In order to fix the problem we had to replace the entire ice-maker.The customer service person I talked with was very nice and managed to get her manager to authorize a $30 discount on the ice-maker but I still had to pay much more than seemed reasonable. I generally only buy appliances from Sears but the cost of getting a replacement plastic ice cube tray has convinced me that Lowe's will be my destination when I need to replace my aging appliances.
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1 comment
SearsCares
Sears Response
#641615

Anonymous,

My name is Liz and I am with the Social Media Support Team. I saw your comment and wanted to reach out to you on this issue. I am sorry to hear that we have let you down and would like to offer some assistance. I can see how frustrating it is to have your ice make stop working properly and pay an additional cost for a new ice maker. 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 ice maker is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous402857) 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

Review
#402857 Review #402857 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response

Sears in Albany, New York - Complaint with Kenmore Dish Washer Elite.

We have a Kenmore "Elite" Dishwasher. First let me say, " If this product is their so called " Elite" Model, I would certainly not want to be a customer that bought one of their cheaper models??? NEXT Let me say that our problem is with the control panel covering. It is made of a cheap form of plastic coating. All the buttons are falling off. Why would they go cheapo on such an important part of this appliance?? When trying to find repair parts, such as a new panel overlay. I was told that I would have to replace the entire control panel at a cost of $135.00!! Talk about job security for a company?? Screw the customer must be their Company Motto.
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1 comment
SearsCares
Sears Response
#641022

Dear Anonymous,

My name is Trent with Sears Cares Team. We are sorry to hear of the trouble you are experiencing with your Kenmore washer. We would like the opportunity to speak with you and discuss some available options to resolve this issue to your satisfaction. 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 (Anonymous 402758), to smadvisor@searshc.com.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

Review
#402758 Review #402758 is a subjective opinion of poster.
With Official Company Response

Sears in Palm Springs, California - Crooks

I'll never shop at Sears again!!! When the introductory rate for the Sears card expired, it jumped to 25.24% interest and I was charged for the previous 6 mo. of interest all at once $303.58!!! They say that this is the standard interest rate for a retail card. Also, they asked me to agree to receive texts and calls on my mobile phone before they would let me through to their billing department. I always thought of Sears as having a good reputation and a company that is for the people but now I see that they are the worst of offenders. This is unacceptable. Shame on you Sears.
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1 comment
SearsCares
Sears Response
#641003

Dear Anonymous,

My name is Trent with Sears Cares Team. I am so sorry to hear about the troubles you have encountered with your Sears credit card account. We would like the opportunity to assist you with resolving any concerns you may be having. Citibank currently services Sears credit cards. We will be happy to put you in touch with a representative that can assist you. 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 (Anonymous 402757), to smadvisor@searshc.com.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

Review
#402757 Review #402757 is a subjective opinion of poster.