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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
With Official Company Response

Sears in Westland, Michigan - Lies

My fiance and i were having our bathtub replaced by sears and we paid $2000.00 to get no information at the end like we were told i had to google numbers for contacting sears and i called the corporate headquarters to be hung up on twice we never recieved our tub and they refuse to give us our money back the sales rep told us lie after lie after lie. The bathroom designer they sent out told us they remove anything that needs to be and replace it with no extra charge for any of it. They informed us this morning after we had to get the run around by multiple employees that they don't touch anything that needs removed you have to call a contractor yourself and pay them before they will do anything. They claim that they will email you all your information about your remodel and they email you nothing leave you with no contact information they take your money and run.
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1 comment
SearsCares
Sears Response
#622984

Dear Anonymous392191,

My name is Edwin and I work with the Sears Social Media Escalations team. We’re sorry to hear how you feel and the customer experience you have gone though in reference to your tub. If further assistance is needed, we’d like to help. Please send us an email containing your preferred contact information –contact #, screen name (Anonymous392191), 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
#392191 Review #392191 is a subjective opinion of poster.
Service
Sears Claim
Loss
$2000
With Official Company Response
Sears - Mattress issues, delivery errors, refusal to make it right
Sears - Mattress issues, delivery errors, refusal to make it right

Update by user Apr 12, 2013

Oops! I accidentally clicked the Bull@$@% button and don't know how to undo that!

Just to update the status, someone from Sears Corporate did finally contact me, but said there was nothing else they could do. Their advice was to try again in six months to file a...

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1 comment
SearsCares
Sears Response
#622979

Dear Mender8,

My name is Edwin and I work with the Sears Social Media Escalations team. We’re sorry to hear about the problems you had with your mattress, and for that we apologize. We noticed that you had also tweet your mattress concern on 3/11/13. You'll be contacted by the first available Case Mgr. Thank you for your patience.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#392122 Review #392122 is a subjective opinion of poster.
Service
Sears Replacement
Loss
$780
Tags
  • Retailing

SEARS CHANGED THE TERMS AND CONDITIONS AFTER ORDER SHIPPED!

SEARS CHANGED THE TERMS AND CONDITIONS AFTER ORDER SHIPPED!

Update by user Mar 11, 2013

FORGOT TO MENTION THAT WHEN CALLING SEARS 'CUSTOMER CARE' I ASKED A VERY SIMPLE QUESTION:

- WHERE IS THE "3 DAY" TERMS WRITTEN ON THE SEARS SITE PRIOR TO ORDERING..

.. NOBODY AT SEARS COULD ANSWER YET NONE OF THOSE 'SERVICE' PEOPLE WOULD TAKE ANY ACTION TO HELP!!!

Original review posted by user Mar 11, 2013

Ordered a $40 item off of Sears.com and had it shipped to my UPS Store mailbox. They immediately provided an estimated delivery time of March 4 - 6. I stopped by my mailbox on March 1st and found the package had already been delivered and signed for by UPS employees on 2/22. The date it was first signed for is the only date that appears when tracking and I had not actually received the package for a full week later since I had no reason to check my box that early due to the 3/4 - 3/6 est!! The order arrived with prior damage and looked like someone else had previously returned it. I did not immediately notice the note inside stating new terms and conditions for the sale: "Claims for products that are received damaged must be made within 3 days of receipt. Failure to do so within 3 days will result in our inability to help you." To further complicate matters, there is also another strict policy presented in writing: "No refunds or exchanges on items that packaging has been opened and cannot be resold as new" I drove 15 miles to my nearest Sears store to find that I could not return the item to any Sears location (LIE), instead I would have to mail it to a warehouse in New York and hope that they accept it! NOBODY at the Sears store would accept any compaints! I got on the phone and called Sears directly, who also said they would not help and to contact the New York company who does not have a toll-free number. Since it was "after hours" for that number until Monday I went back to the store with everything - receipts, packaging materials, shipping box, etc and was told there would be no way to return the order through their store (LIE - IT'S THE LAST SELECTABLE OPTION ON THEIR CASH REGISTERS but did not know it at the time) Went back home, sent emails to the product manufacturer and 3rd/4th party merchant, made more calls to Sears... Guess WHO was the first one to respond positively to the complaint?? THE ITEM MANUFACTURER!! Still trying to get this issue resolved I went back to the Sears store a third time to argue that they cannot dictate new terms after the sale completed and after a lengthy wait the store manager will be sending it back for a possible refund - POSSIBLE REFUND BUT NOT GUARANTEED. The store manager said he would proactively fight for a full refund but ultimately it was up to the "seller". As the Sears store manager started entering the receipt information, I NOTICED AN OPTION SPECIFICALLY FOR RETURNING AN ONLINE ITEM straight on the main menu of the register!!! THE TWO PREVIOUS SEARS CLERKS I SPOKE TO COMPLETELY LIED TO ME, THE FIRST STORE TRIP IS ALL THAT WAS NEEDED!!!!!! GAS COSTS $4 PER GALLON BUT THAT IS OF NO CONCERN TO SEARS! I SPECIFICALLY AVOIDED ordering this from places like eBay or Amazon who are well known for openly allowing dangerous counterfeits to flood their marketplaces, and only ordered online because the selection at my local Sears store was limited. This was also my first purchase ever from Sears.com A $40 TRANSACTION COMPLETE WITH ALL RECEIPTS AND PACKAGING SHOULD NOT TAKE 3 STORE VISITS AND 3 HOURS OF PHONE CALLS NOT TO MENTION THE TIME SPENT EMAILING! See the attached terms mailed to me after the sale!
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Review
#391946 Review #391946 is a subjective opinion of poster.
Loss
$47
Tags
  • Retailing
  • Returning
With Official Company Response
We purchased a dishwasher from Sears. We used our Visa as a method of payment. The register said that the charge did not go through and the salesperson put it through again. On the way home, we could not use the card for gas. It should have had a least $1000 left...
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1 comment
SearsCares
Sears Response
#622961

Dear Becky1016,

My name is Edwin and I work with the Sears Social Media Escalations team. I'm deeply saddened to hear that we have let you down with in reference to these charges, and for that we apologize. Given the opportunity, we would like to talk to you. Please send us an email containing your preferred contact information –contact #, screen name (Becky1016), 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
#391888 Review #391888 is a subjective opinion of poster.
Service
Sears Manager
Loss
$2408