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Sears - Sagging mattress,

I have tried over and over to have my mattress replaced . After 3 years we are sleeping in a ravine which has brought horrible neck and back pain! The so called technician came and measured the dip in 2 minutes and said good luck. Received a call from sears saying the dips were not deep enough. I guess they expect you to get out of bed with a step ladder because you will end up on the box springs before long! Terrible customer service and Sealy does not stand up to their products, called them also! Don't buy from Sears or this product, this supposedly was a high end mattress, I don't think so! :((( close that dept for sure!
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Review
#393799 Review #393799 is a subjective opinion of poster.
Loss
$1300

Sears - Shortest Complaint

Sears = Minor disaster. My advice - AVOID THEM!!! Detail? - Click on my Profile Name (ShitOn) to read the whole sorry story. (Pissed Consumer complaints must be a minimum of 100 words so here are a few short ones to fill the rest of the submitted text; Worst, poorest, rubbish, disaster, deceive, mislead, disgrace, rude, arrogant, brazen, charlatans, sharks, bully boys, misinform, misrepresent, distort, taken in, offensive, unhelpful, useless, not ready to give a hand, of no use, misleading, rogue, fraud, scam, hoax, ignored, unheeded, snubbed, disregarded, mistreated, take no notice of, close your eyes to the facts, ******, …)
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1 comment
ShitOn
#630849

With 350,000 employees you would think that at least some of them might be employed sorting out customer issues. It appears not, or else Sears don't believe any customer issues are their responsibility.

Either way, they have been a disgrace.

Review
#393780 Review #393780 is a subjective opinion of poster.
Tags
  • Deception

Sears in Ashburn, Virginia - Eight months later and still no refund for returned items

My story is a long one that started August 1, 2012. I was shopping online for a range and had a question, so I called for support. The gentleman who answered was pleasant and very helpful. He offered to process my order and set up delivery over the phone, and I did so. That means I never went through Sears.com or a store, so I never got a hard copy of my order. What I purchased was— — An LG range: $1409.99 — Range installation: 169.99 — An overhead microwave: 309.99 — Microwave installation: 189.99 — Electrical work in case there was no wiring for microwave: 159.99. The total came to $2239.95 plus tax, or $2351.95. I charged $2000.00 on my Sears card and paid the remaining $352.00 with a different card. Then came delivery and installation. The range was fine, but the microwave wouldn’t fit over it. The microwave was sent back, and consequently there were no installation or wiring costs incurred. My resulting purchase total was then $1501.00, including tax. So I was due a credit of $851.00. It’s important to note here that I never, absolutely never received a single piece of paperwork on this purchase. Even the delivery people came empty-handed. Indeed, I’ve had no email, no order number, no delivery sheet, and no invoice to reference. On top of that, my monthly statements have never contained an itemized list that I could reference. Can you imagine how impossible it is to try to get a refund without those things? I have had limited success getting my credit, and it’s taken months of numerous, frustrating, nonproductive phone calls to get what little I have received—$340.00. I have no clue how that figure was derived. It just appeared in my bank account one day, and there was nary a letter or a phone call explaining it. Now, remembering that I paid $352.00 with a different card, my balance on my Sears card for the range and installation should have been $1149.00. To date, however, I have paid $2062.00 for my purchase: $860.00 in regular monthly payments to Sears, a recent balance transfer of $850.00, plus the original $352.00 on my other credit card. Bottom line: Sears owes me $575.00, and I'm pretty near to giving up on getting it. Never mind getting a refund on the interest charges incurred during this time. What I've been through in trying to resolve this matter curls the hair. In short, I've experienced— — Enormous wait times and countless disconnections — Inability to reach someone I’ve spoken with, so that each time I called back to continue the process, I had to start from the beginning with a new person. — Constant transfers from one department to another and another — Absolute cluelessness from all but two service reps — Inability to speak to a manager — A ridiculously inadequate billing system (in fact, someone had to research my order because it wasn’t where it should have been in the system) — No computer tracking of my calls so that reps could see what had and should have happened to date. In total, I have spent days and days trying to get my money back. It’s taken almost eight months, and still the matter isn’t resolved. The reps are nice enough, and they do try, but their hands are tied by the company’s antiquated customer-service processes. Indeed, Sears has the absolute worst billing and customer service operations I’ve encountered in my 50+ years of shopping. I will never purchase from the company again, and I tell my experience to everyone who will listen. Although I emailed a Sears executive, I've since realized he wasn't the correct person to contact. Tomorrow, I'll be calling the executive complaint department. I can just imagine the runaround I'll get from them.
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1 comment
SearsCares
#625834

O2bqueen

I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with the return of your range. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and we would like to assist. My name is Liz with the Sears Social Media Support team and we are a single point of contact for escalated concerns. 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 range was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (o2bqueen) 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
#393772 Review #393772 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$575
Tags
  • The Delivery
With Official Company Response

Sears in Portland, Oregon - Worst Experience Ever

Where do I begin!?!?! Called Sears to get a quote on a new lamp for my TV. The guy was very nice and told me all the benefits to ordering with Sears versus some no name company I was going to order with. I thought about it for a day and called back on Feb 26th to put in my order. After completing my order and being told that I would have my part by March 4th I hung up. March 4th came and gone but I gave them another 2 days just to see if it was running late. I called on March 6th and was told that the order was never put through and that it was just sitting in their system!!! The lady was nice and helped put through my order but I still asked to speak with a supervisor. After speaking with her she gave me 10% off and free over night delivery. She told me the part would be there on March 8th at the earliest but March 11th by the latest. I even received an email saying it would be to me by March 7th, great, I'm excited. No part again!!! I call sears on 10th and was told that the part was shipped but it wouldn't be to me until the 15th!!!! At this point I am pissed. I was told that someone would call me and get things straightened out within 24/48 hrs. Guess what, NO CALL! I called on March 15th to find out where my part was. I had a very nice lady and stayed calm, I know it is not that persons fault but I am still steaming mad. She then goes on to inform me that the part had not been shipped and that it was a special order that had to be built and she had NO idea on when I would have it. This is after I had been told 3 different dates on when I would get this part. At that point I canceled my order and will never pay Sears 1 cent of my money ever again!!!! I will shout it from the roof top on how horrible their customer service is.
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1 comment
SearsCares
Sears Response
#626939

Dear Anonymous393743,

My name is Edwin and I work with the Sears Social Media Escalations team. Please accept our sincerest apologies for level of service retendered in reference to the customer service and for the part ordered. We’d like to talk to you to see how we can be of additional assistance. Please send the following information – contact #, screen name (Anonymous393743), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#393743 Review #393743 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$155
With Official Company Response

Sears Manager's Poor Attitude

I borrowed a van to take my lawn mower to the Sears store 832 Dacula, Rd, Dacula, GA for repair on 3 Feb 2013. The drive control cable came loose. They told me it had to be sent out and it would take about 4 weeks. I borrowed a van again to pick up my mower on 6 Mar, 2013 and used the mower for the first time on 16 Mar 2013. After about 30 minutes of operation, the cable that was repaired broke. I called the store and told the manager about the problem and that I had no way to get it back to the store. He said he could send someone to pick it up but it would cost me $40.00. I told him I should not have to pay for the pick-up. He said his store was not responsible for the repair and that he could not send someone out without a $40 charge. He also said that I should call the repair facility or another store if I did not wish to pay $40. I did not take my mower to the repair facility for repair; I took it to Sears and the idea that Sears has no responsibility for the repair makes no sense. The attitude of the store manager that I spoke to was insulting. I then sent an e-mail to Sears Customer Relations. I received an e-mail in return asking me to call their 1-800 number. After talking to two representatives, I was told that they had no control over the Sears store and they could put me in contact with the store manager; the same one I talked to originally. I have been a customer of Sears for over 40 years. Although customer service has deteriorated over the years, this is a new low. I should not have to pay anything to get my mower repaired again. I expect the store to pick it up get it repaired and return it to me. The $40 is insignificant; it's a matter of principle.
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1 comment
SearsCares
Sears Response
#626597

Dear Anonymous393719;

I sincerely apologize for your recent experiences with your lawn mower repairs and customer service. We can see how upsetting your inconveniences were after your lawn mower broke shortly after repair. We would like to connect you with our case management team to call you directly and discuss your experience and provide options to satisfy you as a valued customer of over 40 years. 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 the best contact phone number or the number to which the lawn mower was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous393719) 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,

Christine R.

Social Media Moderator

Sears Social Media Support

Review
#393719 Review #393719 is a subjective opinion of poster.
Service
Sears Repair
Loss
$40
With Official Company Response

Sears in Memphis, Tennessee - Hickory Ridge Auto Service Center

First off let me tell you that I have been a loyal Kenmore customer since 1976. All my appliances are Kenmore, but you probably have heard this before. After the problem I ran into Friday afternoon I don’t think I will purchase Kenmore products anymore. I brought a Die Hard Battery in 2010. I notice that when I left the head lights on for five minutes the battery was almost dead. I stopped by Auto Zone to have it checked out. It took them FIVE minutes to check the battery and tell me that the battery is bad. I went to the Sears Service Center at the Hickory Ridge Mall in Memphis Tn. to have it checked out again and to replace it. I first talked with a black lady about getting my battery checked out. I told her I would take it out of the truck and bring it in to get it checked out. She told me that it would be THREE hour process to have it checked. I questioned her about why it would take so long. Her reply was that’s the process that they have to follow. She said if I left it in my truck and let the service center take my truck in the shop that they could possibly get it checked out in less time. I asked how could it take less time when I can bring the battery in and get it checked out now. She said again that was the process. I asked to speak with the service manager. I spoke with Michael, he told me that it would take at least FORTY EIGHT minutes to have my battery checked out because that’s the process that Die Hard batteries have to go through. I said well she said three hours……He said it wouldn’t take that long…..I told him I know the battery is bad I have already had it checked out. Again he said the process takes forty eight minutes for Die Hard Batteries. I asked to speak with the store manager, Michael said he was out of town. I asked for his direct phone number he gave me a number but it wasn’t his direct number, It was the store number. Now stop and just think, how many times have I been given the wrong information so far…….. Well it doesn’t end yet. I called the number 901-369-7652 and asked for Joey Hill, I was told he wasn’t in. I asked for his voice mail. She told me I’m not sure if he has a voice mail…..I said sure he does, she says hold on…..the phone started ringing, and ringing unit it went back to the same person. I asked for his voice mail again........again she said hold on…..this time it just kept ringing…I finally just hung up. Now think about what all I just told you….Do you think someone needs some training. There’s even more yet. While I was writing this complaint I decided to call another Sears Service Center. I called the Sears on Germantown Pkwy. And spoke with Elton in the service department. I told him about my the problems I was having with my battery (not the problems I had at the other store) and this was his response…….Give me your name again so I can look up your information on which battery you brought. Mr. Martin you brought your battery in 2010 and it was a Die Hard gold and that it should be under full replacement warranty. I asked what the process was on testing the battery. He told me that he had to check the battery to see if it was bad and that process could take anywhere from TWO minutes to FORTY eight minutes. I told him I would be there first thing in the morning, He told me he would be waiting to see me. That was the kind of service I expected from Sears. Neither the employee or the service manager from the Hickory Ridge store ever asked me for any information to look up when I bought the battery nor did neither one say that the test could only take from TWO minutes to FORTY EIGHT minutes, just three hours to forty eight minutes. Does anyone wonder why Sears is losing their business……Employees and managers don’t have the correct training or just don’t care about the customer any more. I’m not one to get angry very often but this really upset me. If they would have told me the test would take two to forty eight minutes I think the problem could have been avoided. I will never go back to the Hickory Ridge store again and furthermore I don’t think I will shop at any Sears store again.
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1 comment
SearsCares
Sears Response
#626932

Dear Cmartin1,

My name is Edwin and I work with the Sears Social Media Escalations team. We apologize for the level of customer service rendered to you and how it was handled in reference to your battery. Given the opportunity, we’d like to talk to you in reference to your experience. Please send the following information – contact #, screen name (Cmartin1), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#393490 Review #393490 is a subjective opinion of poster.

Sears in Winchester, Massachusetts - Hot water heater trouble again!

I called the hot water c.s. re: my gas water heating leaking again. They told me they'd send someone "today" after I complained about them always telling me it will take 2 to 10 days to have it checked (I had NO hot water). They dropped the ball..I called the store and they dropped the ball. I told them if they didn't do something right away as this was an emergency, I'd go to the news & tell them. Also, they basically told me that cause I had an ext. warranty, I couldn't get service right away like the customers who are buying a heater right then. Then they sent me a prorated amt. check for the bal. of the warranty & c.s. told me they were banning me from Sears. I knew they were bad, but this took the cake!!!
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Review
#392847 Review #392847 is a subjective opinion of poster.
With Official Company Response

Sears in Saint Joseph, Missouri - Transmission problem

Purchased a riding lawn tractor several years ago. I have taken great care of this machine. The problem is the transmission. It is not moving at all. It will move for about 3-4 feet then stop. This is a very consistent problem. I have talked to the service repair people at Sears and all they can say is Hydrostatic transmission cannot be repaired, once they go bad they are not repairable. Now I am stuck with a 42inch lawn mower (still looks like a brand new one) and the way it sounds I will not be able to repair it unless I want to buy a new transmission for around $500.00. Why in the world do they make an unrepairable transmission. I have learned my lesson. I will not purchase ANY PRODUCTS FROM SEARS ever again. Sounds as if they purposely have their transmission made like this so someone can fall into their trap and spend $500.00 to buy a new one or buy another one of their junk lawn tractors. Buyers beware!!!!!!!
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1 comment
SearsCares
Sears Response
#623020

Dear Anonymous392779,

My name is Edwin and I work with the Sears Social Media Escalations team. I apologize for the problems with your tractor transmission and the frustrations created with the repair of the same, and for that we’re sorry. Given the opportunity, we’d like to talk to you in reference to this issue. Please send us an email containing your preferred contact information –contact #, screen name (Anonymous392779), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#392779 Review #392779 is a subjective opinion of poster.
Service
Sears Repair
Loss
$500
With Official Company Response

Sears in Memphis, Tennessee - Lied about picking up a Elliptical on date told.

I came into Sears on Sunday looking at fitness equipment and ffound a great deal on the name brand elliptical. Went to register to pay and was told were out of them. But it would be on the Tuesday truck and could pick up Wednesday between 6pm and 9pm. Well on Wednesday with in the told time slot called to make sure was there and was given run around and finally told truck hasn't been unloaded wouldn't be till later and just best to call back another day. I'm sorry I spent $600.00 at this store and I want my Elliptical.
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1 comment
SearsCares
Sears Response
#623007

Dear Anonymous392695,

My name is Edwin and I work with the Sears Social Media Escalations team. We apologize that the arrival of your elliptical machine was not available for pick up at the expected date given, and for that we’re sorry. We would like to talk to you in reference to your experience. Please send us an email containing your preferred contact information –contact #, screen name (Anonymous392695), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#392695 Review #392695 is a subjective opinion of poster.
With Official Company Response

Sears Service

My dryer stopped heating so I called Sears. They sent out a tech. He replaced a $2.00 fuse for $156.00. He asked me to take a survey....I swallowed and politely complied. Now I am recieving endless survey calls and emails. I called Sears to ask if they would please take me off their list. After 30 minutes and 5 departments.....they admitted that they dont know how. As if a $156.00 fuse is not enough plunishment now I am reminded how uphappy I am on a regular basis. I cant believe how *** a company that size can be in this respect. Social media is HUGE for a company like Sears and the online complaints are endless. I have no idea how to stop the calls. So now, I too HATE SEARS and will NEVER but anything from there again.
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1 comment
SearsCares
Sears Response
#622998

Dear Anonymous392314,

My name is Edwin and I work with the Sears Social Media Escalations team. I can only imagine the frustrations you may be facing with these unwanted surveys and emails, and for that we’re sorry. If further assistance is needed, we’d like to help. Please send us an email containing your preferred contact information –contact #, screen name (Anonymous392314), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#392314 Review #392314 is a subjective opinion of poster.
Loss
$156
Tags
  • Call option