Sears Reviews and Complaints
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37
ISSUES RESOLVED
6K
TOTAL REVIEWS
$2.8M
CLAIMED LOSSES
$1.2K
AVG LOSS
720K
PAGE VIEWS
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Cons
- Poor customer service
- Delivery experience
- Customer service
Pros
- Price
- I will like it when they are out of business
- Product
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Bed ordered on sears.com sold by overstock but sears doesn't put order in for over 1 week!
Placed an order on sears.com for a california king mattress (from Sears) and a platform bed frame (sold by Overstock). Originally wanted to find a california king bed from Sears directly to save the hassle of having different shipping/delivery dates, but couldn't find anything in stock that would work in my space. I went ahead and placed my order on March 25/13, scheduled the mattress delivery for April 10 and specifically chose this bed frame because the description said "arrives by April 11" and that it was in stock. Received email confirmation of my order on March 26. The next time I hear anything is a full week later on April 2 with an email telling me my order is being processed. At this point I still thing everything is going to come together. Another email comes from sears on April 6 telling me my order (just the bed frame) has shipped out and the email serves as my packing slip. Note that all these emails are coming from "The Sears Team", at no time have I communicated with any marketplace seller- everything was being handled under the Sears umbrella. Yesterday was April 11 and also the date when I was told my bed frame would arrive by. Due to a separate issue, the mattress could not get delivered until today April 12 however it has now been delivered so that's fine. But the bed frame?! It's no where to be found - lost in transit somewhere! The mattress is useless without the frame and both items were required by a certain date, which is why they were ordered and the mattress scheduled for delivery to begin with. Customer service is useless, everyone is blaming each other, been on the phone back and forth between Sears and Overstock. Apparently because Overstock is a marketplace seller, Sears doesn't want to take any responsibility or attempt to resolve the problem. Sears is the one who sat on the order for over 1 week and by the time they sent it to process with Overstock, the bed was in limited stock and couldn't get shipped out so quick! If Sears offers this option to purchase from various sources all under one umbrella, they should stand behind it! I have even asked if they could send me a frame, any kind that's california king, on loan as a temporary solution until they can locate the bed I ordered and get it to me, but no one wants to do anything. I doubt I'll even get a helpful response on this site- the same scripted run around from useless call center puppets- but thought I'd spread the word about Sears' lack of responsibility- I will be staying away from now on! If there's someone in upper management with real power to actually fix this for me, my order number is 480429621
Review
Service
Sears Delivery Service
Loss
$550
Sears, thinks, a 93 yr old, can wait 2 wks, for service
have three service contracts,since 1997 1. freezer, 2. refrigerator, 3.Range called for service, on refrigerator, had to wait 4, days for tech., then they have to wait 2 wk, to research parts, need, and then they, cannot say for sure all parts, will be available. they always say, they are sorry, but that does not keep, my milk, cold. i have a house full, of sears stuff. if i have to replace the refrigerator,SHOULD IT BE WITH A SEARS ???? i think not. if the product was my washing machine, i could get by, with the slow service, but it's, not, i still have to eat daily, the doctor told me so, after all, i am 93, yr's. old
Review
Loss
$1200
Tags
Sears repair and customer service
purchased a double oven which was installed ONE year ago. As I began to have trouble with the still-almost-new oven, I called Sears repair service, as I had taken out a CONTRACT SERVICE AGREEMENT with them on the oven. NOT only did they have no record of it, I had to dig into my VISA bills from one year ago to prove to them that I did, in fact, have the agreement. ONE wk later after requesting service I was scheduled for an 8-5 appt. That means you wait all day long and wonder when they might appear. At 4pm I was contacted by the technician who took the details of the problem and told me I was to far away for him to come that day and repair it and that he would order the parts needed and then set up another repair service call for ONE WEEK later. AGAIN.....another waiting all day long for the repairman to appear. Finally, once again, at 4pm I called only to discover the repairman was calling the wrong phone number and would not arrive that day. ANOTHER repair appt was made for ONE WEEK later, where I was given the schedule of "anytime between 8 until 5pm." I bought all my appliances from Sears for a new kitchen, took out the service agreement contracts, and this is the customer service I get. I hope to be able to warn off ALL future customers!
Review
Service
Sears Repair
Loss
$300
With Official Company Response
Sears.com screwed me over!!!
I was doing a little last minute online shopping for my 1 year old and my 3 year old. We are moving soon, and I realized they needed Summer clothes. I don't have time to really go anywhere due to all the packing I'm getting done. I looked on a few different sites, and I didn't see much on sale. I went to Sears and saw a bunch of nice stuff on sale! I ended up paying $66 including shipping. I was happy because I got a good amount of items. Well after 4 days of of STILL processing, I order some things from Walmart. They were shipped the same day! My Sears items were still processing. I sent email after email and got the same reply back... "You should recieve your package by the 19th!" Originally, it was supposed to be there the 9th. I won't be here the 19th! So I called and the man I talked to was nice. His English wasn't great, but I could somewhat make up his words. I told him the situation an he said that he will make sure my items were shipped in 24 hours and my shipping charge was refunded. I was pleased with it. So I got off and a few hours later, got an email saying that my order has been canceled and my money will be refunded via CHECK! I was NOT happy. I didn't want to cancel it, I just wanted my stuff! I call the number, and a really rude lady picked up. Could NOT understand her at all! I told her the situation and that I want my items now. She of course, apologized and said that my money will be refunded on my card (didn't say when) so she said that I can reorder with her and she will add some addition price cuts. So I did. She wanted the card info, I gave it to her (thinking that the money was refunded, because there wouldn't have been enough if it wasn't) and it didn't go through. So I asked "when will my money be on my card?" She said it will take 7-14 business days. I am mad at this point. She then had the nerve to ask of I wanted to use a different card. Uhh, NO! I feel like in being robbed! She eventually hung up after I asked a simple question (forgot what I asked, I was so mad after this.) I call back, and another rude lady answers and directs me to a man who SPEAKS ENGLISH! I told him the situation and he pulled everything up and said my money will be sent through a check. I won't be here for that and I don't want my money floating around like that. I asked if he can credit it to my card. He said he has to fax over the info to someone and I should hear from them within 48 hours. Whatever, as long as I get my money back. Haven't heard yet, it's been a day. Don't ever shop on Sears.com, they are the biggest group of unprofessional idiots. They better hope I get my money soon.
3 comments
Review
Loss
$66
With Official Company Response
Sears in Kearney, Nebraska - Very Poor Customer Service
We purchased a brand new snow blower. We got it home (100 miles from Sears) and it wouldn't run. We took it back to Sears (200 miles round trip) for repair. Sears said it would be repaired so we drove to get it (200 miles round trip) and it wasn't done as promised. We had to return to get it (another 200 miles round trip) and the motor was replaced under warranty. We contacted Sears about a the repeated trips. They offered us a $50 gift card (600 miles in a pickup that gets 10 miles to gallon with $3.89 gas..you do the math) They emailed me the gift card, but I was unable to open the email. I have contacted them daily since March 9th about replacing the card and they will not return my calls or replace the gift card. I have been calling the "Blue Ribbon Service Center"...wow is that grossly misnamed! What do I do?
2 comments
Dear Ckhusted,
My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry to hear of all the trouble you have encountered with your new snow blower purchase. We can certainly understand how upsetting this whole situation has become for you at this point. We would to ensure that this information is passed along to your Blue Ribbon case manager for their immediate attention. If you could please send the following information – contact #, screen name (Ckhusted), phone # used at time of purchase, case number, and case manager name 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
Service
Sears Repair
Loss
$330
Tags
With Official Company Response
Simply put, Sears charged my card Twice! Unfortunate for me, everyone that I spoke with could not see the transaction and asked me absurd questions like, "Did you buy the same things twice?" If that were the case, then I would not have wasted all morning on the phone...
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2 comments
I certainlyj hope that you covered your account numbers with a pen or a sharpie. Seems to me that alot of monies and merchandise has been missing on a refular basis from what i have been reading on the last three hundred or so complaints on this website.
Buyer beware.
Someone is getting rich from all the double charges and lost orders. :?
View more comments
Review
Loss
$104
Tags
With Official Company Response
Sears in Wilmington, Delaware - Dishwasher fiasco
On or about August 12, 2012, I purchased a Kenmore Elite Dishwasher at the Sears Store in Concord Mall, Wilmington, Delaware 19803, along with a five year maintenance agreement and installation. On or about August 19, 2012, the dishwasher was delivered and installed. On March 11, 2013, the dishwasher stopped working. A technician came to my home on March 13 and advised that a new pump and motor were necessary. On March 22, 2012, the same technician returned to make the necessary repairs and refused to do so as he indicated that the Corian Countertop that the dishwasher was anchored into was cracked and was probably damaged at the time of the installation I thencontacted installation and made a complaint about the countertop. On March 28, an installation technician came and sealed the cracked Corian and mounted the dishwasher to the cabinet using the side mounts. An additional technician was also scheduled to come that same day to install the new motor and pump between the hours of Noon and 5:00 PM. At 4:45 PM Icontacted Sears at 1 800 4 My Home and was told that the repair technician was still on another job and would call shortly as the above job was next on the schedule. At 5:05 PM, Icontacted the above Sears number again and was told the same thing. At 6:00 PM, Icontacted the same Sears number again, was advised that the technician was not coming as he had called the undersigned at 4 30 PM and got no answer. This is untrue. No one called either the cell or the home phone as I had both on my person and with caller id, every call to and from both numbers is logged with the time , name and number of each and every caller. In any event, after spending over 90 minutes on the telephone and being transferred approximately 10 times, disconnected , put into the automated system, a representative advised that an appointment was scheduled for April 6 to install the parts. Finally a date of April 9 was agreed upon to repair the dishwasher. On this date a technician showed up and refused to complete the repair unless I signed a waiver. I explained to him that the corian had already been fixed and that the dishwasher had been unhooked by the installer who applied an a sealant to the Corian on March 28, 2013. He continued to refuse to complete the repair and departed the residence. Now I am currently scheduled for repair April 17, 2013. This situation is unacceptable. As a long standing customer, since 1992, I find this treatment unfortunate and negligent. The dishwasher in question is seven months old and still under warranty. Due to faulty and improper installation, the dishwasher is not functioning. Sears should remedy this situation immediately. The lack of communication between departments and number of individuals that one has to interact with in an attempt to remedy this situation is shocking. It is obvious that Sears is only concerned about the almighty buck and NOT customer service.I am very dissapointed and will NOT spend my hard earned money there again. They used to have an impeccible reputation but have chosen to go the way of so may other companies. to wit: outsourcing, incompetent help, I do not think Sears will make it though this decade intact unless something drastically changes.. ie customer service
1 comment
biqmaque, I'm sorry for any inconvenience and frustration you’ve encountered with your washer. My name is Dianne D. 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 dishwasher issue and an end to your frustration. Please send the following information – contact #, screen name (biqmaque) 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,
Dianne D.
Social Media Moderator
Sears Social Media Support
Review
Service
Sears Installation
Loss
$868
With Official Company Response
Sears in Santa Rosa, California - TERRIBLE HORRIBLE CUSTOMER SERVICES
LAST YEAR, I BOUGHT 4 TIRES FROM SEARS. THEY ARE SUPPOSED TO CHARGED HALF TO MY SEARS CARD AND HALF TO MY DEBIT CARD. WHOEVER PROCESSED THE ORDER IS A TOTAL DUMMY AND CHARGED BOTH CARDS WITH FULL AMOUNT NOT HALF. LAST WEEK I SPOKE WITH A LADY AND I ASKED IF I AM GOING TO RECEIVE A REPLACEMENT SINCE MY SEARS MASTERCARD WILL EXPIRE. THE LADY SAID YES SO I PAID OFF THE TOTAL BALANCE OF THE CARD. WEEK LATER THEY CLOSED MY ACCOUNT. *** LIARS. I COULD HAVE PAID OTHER CREDIT CARDS AND CONTINUE TO PAY SEARS CARD AT MINIMUM SO I CAN BUY A NEW DISHWASHER. TODAY I SPOKE TO DELANAY AND HE SIMPLY SAID OH THE ACCOUNT IS CLOSED BEC THE CREDIT SCORE IS BLAH BLAH BLAH,.....WHY WAS I PROMISED THAT I WLL RECEIVE ONE?????? SO I`LL PAY OFF THE BALANCE THEN CLOSED MY ACCOUNT. VERY TERRIBLE HORRIBLE PEOPLE......HEARTLESS.......WILL NEVER NEVER NEVER BUY ANYTHING FROM SEARS AND THEIR SISTER STORES..
1 comment
Anonymous,
My name is Trent with Sears Cares Team. I am sorry to hear of your experience with your tire purchase and I am saddened to learn that learn that we haven’t met your expectations. Please be assured that we value your business. We would like the opportunity to discuss this matter with you. Please send the following information – contact #, screen name (Anonymous399184), phone # used at time of purchase to smadvisor@searshc.com so we can work with you to resolve your concerns is a timely manner. We appreciate your feedback and look forward to speaking with you.
Thank you,
Trent A.
Social Media Moderator
Sears Social Media Support
Review
Loss
$500
NEVER ORDER FROM SEARS.COM
I ordered my daughter a bed from Sears.com. My receipt is from Sears, my order was through Sears, my credit card charge shows Sears. When I tried to return the SAWDUST in a box, I was told that it was sold by a third party and NOT SEARS. First I was told that I could return it within 15 days of delivery, and that someone would call me back and provide details to return. Then I was told that they couldn't get a hold of the vendor. Now, two weeks later, and 10 different phone calls, they're saying that it CAN NOT BE RETURNED!!! OMG!!!!!! SEARS SUCKS!!! NEVER ORDER FROM THEM AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
1 comment
Review
Loss
$286
Tags
Sears in Evansville, Indiana - Customer
On 3/23/13 I purchased $156.55 in clothing. The only receipt that I received was not itemized. It only gave me a total, a bar-code number and FC 3379-8941-5730-0939-0619 and date. I have no way of knowing how much I was charged for these items. I have not been angry about this until now! I would think that you would want people to use as few words as possible rather than insisting on one hundred words. What is the reason for this? The value of people's time doesn't count for anything, or so it seems. It would be easier to go back to the store for an answer. Thanks
3 comments
Review
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Dear Anonymous,
Hi, my name is Trent and I'm with the Sears Cares Team. Please accept our apologies for the trouble you have been having receiving your refund. Please be assured that we value your business and would like the opportunity to assist you any way we can to make sure your issue is resolved as quickly as possible. At your earliest convenience, please send the following information – contact #, screen name (Anonymous399922), phone # used at time of purchase to smadvisor@searshc.com. Again we apologize for any inconvenience we have caused. We appreciate your feedback look forward to speaking with you.
Thank you,
Trent A.
Social Media Moderator
Sears Social Media Support
Sorry you had problems, but perhaps your problem will enlighten others as to the hazards of buying anything at Sears---now a part of KMart, another terribly inefficient company.
That is terrible! Hope you get your money soon!