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With Official Company Response
Tech. Came out yesterday, replaced over $2,500 and got up this morning house is cold again, temp. Won't get out of 60's called and said sorry don' see a tech. Available for a while someone will call you in 24 hours and let you know something unit freezing...
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1 comment
SearsCares
Sears Response
#618617

Dear Anonymous389369,

We apologize for the terrible experience you have received with the repair of your heating and cooling unit. It saddens me to hear the disappointment and aggravation you are expressing. We are more than happy to discuss your concerns further and address the issues that you have brought to our attention. My name is Delfa B. and I’m with the Sears Cares Social Media Support team. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information – contact #, screen name (Anonymous389369) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we hope to speak with you soon.

Thank you,

Delfa B.

Social Media Moderator

Sears Social Media Support

Review
#389369 Review #389369 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response
Buyer beware!! Never buy from Sears Outlet, they are a HUGE SCAM!!! My experience with Sear Outlet has been a complete nightmare... After waiting for close to a month, I still don't have a functioning refrigerator. I purchased a Samsung French door refrigerator (Model...
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1 comment
SearsCares
Sears Response
#618601

Dear Nmecgj,

We are very sorry to hear about the problems you are experiencing with the delivery of your refrigerator and Sears service. We can only imagine the frustration this has caused you. It is our goal to get your appliances to run properly and to exceed your expectations. This clearly has not been done for you and we would appreciate the opportunity to assist you. My name is Delfa B. and I’m with the Sears Cares Social Media Support team. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information – contact #, screen name (Nmecgj) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we hope to speak with you soon.

Thank you,

Delfa B.

Social Media Moderator

Sears Social Media Support

Review
#389344 Review #389344 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1718
With Official Company Response
On Feb 19, 2013, I ordered a mattress online from Sears to be delivered to my brother. I paid with credit card, and was told it would be delivered "by Feb. 26th". Upon inquiring that evening why it had not, I was frustrated by repeatedly being told to call another...
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1 comment
SearsCares
Sears Response
#618581

Dear Ms. Rankin,

My name is Delfa B. and I’m with the Sears Cares Social Media Support team. I saw your comment and I wanted to reach out to you to see if we could be of assistance. Please accept our apologies for the delay in delivery of your mattress, we understand these delays can be an inconvenience and time consuming. We would especially like to apologize for the poor customer service you received, and being transferred so many times is never acceptable. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information – contact #, screen name (Susan L. Rankin) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we hope to speak with you soon.

Thank you,

Delfa B.

Social Media Moderator

Sears Social Media Support

Review
#389321 Review #389321 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$330
With Official Company Response
We chose Sears to renovate our bathroom. Sears is a big company, we thought they can provide good service and aftercare. What a mistake. They've outsourced several different contractors. It was always difficult to have them on time, Sears didn't help much with...
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1 comment
SearsCares
Sears Response
#616629

unhappyconsumer2013, we’re sorry for the inconveniences and frustrations you had encountered in reference to the completion of your restroom. My name is Edwin and I’m with the Sears Cares Social Media Support team and we would like to assist. We would like to have one of our case managers contact you in order to ensure proper resolution to your issue and put an end to your frustration. Please send the following information – contact #, screen name (unhappyconsumer2013) and the 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
#389146 Review #389146 is a subjective opinion of poster.
With Official Company Response

Sears in Sequim, Washington - Appliance parts replacement

It's too bad appliance repair is a thing of the past. I tried to get a replacement part for a Kenmore vacuum. No one I called could identify a part number. I was disconnected from the support person I was talking to. I hate to throw away a good vacuum. We don't need more stuff in the landfill. But what can I do? I wish the local appliance repair was still operating. Where does one find appliance repair? I haven't found Sears to be very helpful with this problem. I prefer Kenmore products, but I hope I do not have to throw it away.
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1 comment
SearsCares
Sears Response
#616029

Judyware,

My name is Dee M with the Sears Social Media Team and I wanted to extend my apologies to you regarding the replacement part for your Kenmore vacuum. We understand you are attempting to repair your appliance and we'd love to help.

At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Judyware) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Dee M

Social Media Moderator

Sears Social Media Support

Review
#388586 Review #388586 is a subjective opinion of poster.
Service
Sears Repair
Loss
$200
With Official Company Response

Sears/Kmart BOGUS Layaway Program

Update by user Mar 02, 2013

Bummer! They just don't have enough case managers to go around ...

for the 3RD TIME, I'm on the case manager wait list ... Sears/Kmart's idea of PROGRESS! Edwin, I thought we was close man?!?! (well, as close as a human and a social media bot can be) So they still have my money, my case is now SUPER DUPER ESCALATED but sadly has no case manager to do anything about it ...

WHOMP WHOMP ... stay tuned

Update by user Mar 02, 2013

Bummer! They just don't have enough case managers to go around ...

for the 3RD TIME, I'm on the case manager wait list ... Sears/Kmart's idea of PROGRESS! Edwin, I thought we was close man?!?! (well, as close as a human and a social media bot can be) So they still have my money, my case is now SUPER DUPER ESCALATED but sadly has no case manager to do anything about it ...

WHOMP WHOMP ... stay tuned

Original review posted by user Feb 27, 2013

I started a layaway on 12/30/12 and paid it off early. As soon as I hit the "submit payment" button I received a pile of emails telling me my order was cancelled. After digging through their site like a rabid gopher, one of their customer service bots tells me it's because the item was out of stock and this was the first time this ever happened in their layaway program (that's a big *** lie, go on their facebook page, both Sears and Kmart, there's post after post of this same one of a kind thing happening). I start asking for my refund on 2/15/13 and was told I should receive it in five days. I call back after 5 days (2/22/13) because I didn't get my refund, the bots and bot emails tell me just wait 3-5 more days, then 7-10 more days, you get the idea. This is ridiculous and I'm going to BBB cuz this is clearly INTERNET FRAUD!! Sears/Kmart are a bunch of internet predators and thieves!!
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2 comments
msdredd
#616816

Edwin? :eek Facebook page Edwin?

This is the EXACT same response I got from "Dianne bot" on your Facebook page. So I send the information to you this time and I get help? ... :grin so the 4th times the charm then?

I'll send the information (FOR THE 4TH TIME) :roll and update the results here.

SearsCares
Sears Response
#616589

msdredd, I'm sorry for any inconvenience and frustration you are encountering with your layaway refund. My name is Edwin 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 issue and put an end to your frustration. Please send the following information – contact #, screen name (msdredd) 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,

Edwin C.

Social Media Moderator

Sears Social Media Support

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Review
#388497 Review #388497 is a subjective opinion of poster.
Loss
$150
With Official Company Response

Sears in Troy, Michigan - Craftsman SnowBowers are a rip-off

I just returned from taking my snow blower to Sears for a repair estimate. They cheerfully took it in and told me it would be at least 2 weeks just for an estimate. They do not repair ANYTHING on site. They send repairs to Cincinnati (I live in Detroit). This, after checking around my area all morning for shops that would work on it. No shops will work on it because Sears uses Chinese motors that they know no one will work on it. I was told by the manager that "Sears likes to keep repairs to themselves. I just want everyone to know that Craftsman is not as Red,White and blue as they like us to think. They prefer to have Chinese children build their products and lock us into their repair facilities. This is the last dollar that Sears will ever get from me. Hard to believe K-Mart was the better of the two.
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1 comment
SearsCares
Sears Response
#614998

Anonymous388127,

Hi, my name is Brian and I'm with the Sears Cares Team. I was able to locate your post regarding your recent experience with your snow blower repair. I'm sorry that you've had so much trouble getting it repaired and I can understand why you would be upset. We'd like to offer our assistance in making sure this is resolved quickly and to your complete satisfaction. Please send the following information – contact #, screen name (Anonymous388127), and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we look forward to speaking with you.

Brian H.

Social Media Moderator

Sears Social Media Support

Review
#388127 Review #388127 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response

Sears in Greenville, South Carolina - Failure to refund money! I'm pissed!

Item returned before it got off the UPS truck.You agree that you have received item, we have received NO refund after 2 months! You said you credited acct. on Jan. 3 bank says NO! We faxed statements showing this, now the story keeps changing. 30 calls is rediculous!!!This is a disabled person on a fixed income. Your disregard is appalling! I am reporting this to the BBB, FOX News, & the Americans w/Disabilities Board.....Be ashamed of your stealing!!! When I contact customer Service I have spoken with Rain & Patrick. We were told fax was received and would be reviewed, then we were told we would need to send it again. Then we were told the system was updating.
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3 comments
Anonymous
#615433

Sears/Kmart cancelled my layaway that I set up in December, 2012 and paid off EARLY, NOW I'm spending every waking minute trying to get my money back!! How is that possible?

THEY cancel my layaway, because they NEVER put my item on layaway and it has to be just to get our money, otherwise why don't we have our money back yet.

They keep sending bot emails and even BLOCK AND BAN people on their facebook pages who complain that they too have been trying UNSUCCESSFULLY for MONTHS to get their money back from layaways and undelivered online purchases from both Kmart and Sears. I am BEYOND PISSED!!!

SearsCares
Sears Response
#616574
@Sears Response

Dredd, I'm sorry for any inconvenience and frustration you are encountering with your layaway refund. My name is Edwin 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 issue and put an end to your frustration. Please send the following information – contact #, screen name (Dredd) 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,

Edwin C.

Social Media Moderator

Sears Social Media Support

SearsCares
Sears Response
#615001

Anonymous387941,

Hi, my name is Dee and I'm with the Sears Cares Team. I was able to locate your post regarding your recent experience with your jewelry armoire refund. I'm sorry for any delay that has caused you frustration. I can understand why you'd be upset. We'd like to offer our assistance in making sure this is resolved quickly and to your complete satisfaction. Please send the following information – contact #, screen name (Anonymous387941), and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we look forward to speaking with you.

Dee M

Social Media Moderator

Sears Social Media Support

View more comments (2)
Review
#387941 Review #387941 is a subjective opinion of poster.
Loss
$299
With Official Company Response

Sears in Allendale Charter Township, Michigan - Lies and fraud concerning warranty

Bought a stacked Electrolux washer and dryer at sears. Washer defective after 18 months. Got a voucher for $1550.00 to replace it. Found an LG that was rated#1 by consumer report for $1100.00, and was told it would work if I bought a $40.00 stacking kit. Two different companies tried to install it, but failed. Was told they were incompatible and would have to buy a new dryer or different washer. Called sears to have them deliver the correct washer, and was told they would only give me $100.00 toward a new one. This was six weeks after they agreed to give me $1550.00 toward a new one.
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2 comments
Anonymous
#627009

I bought a smart care warranty for my refrigerator on August of 2012. I fot there info via the web.

I asked the rep specifically if there is a constant recurring problem, are we protected by a lemon law. They said yes, after the 3rd repair. Im at the 4th repair for the same issues. I was told I would get rhe value of my original purchase, or at least $500 re-imbursment towards a new one.

After days and over 40+ hours of frustrating calls, Ive been lied to, not helped and just now was hung up by a manager by the name of Linda in customer service.

Im just personally shocked on how they treat there customers. Do not get contacts with Sears, they are not customer friendly

SearsCares
Sears Response
#614800

Dear Anonympus387824,

Please accept our apologies for the confusion surrounding the exchange of your washer. My name is Misty and I am with the Sears Cares team and we would like to look further into this situation to see how we can resolve this. At your convenience, please send the following information – contact #, screen name (Anonympus387824), phone # used at time of purchase to smadvisor@searshc.com and we’ll be in touch.

Thank you,

Misty H.

Social Media Moderator

Social Media Support Team

View more comments (1)
Review
#387824 Review #387824 is a subjective opinion of poster.
Loss
$1550
With Official Company Response

Sears in Palm Springs, California - 30 days & counting on my lost vacuum

Took my vacuum in for a routine checkup and a new hose because it was kinking up It's now 30 days later and I don't have a vacuum. No one knows where it's at and no one will take responsibility for replacing it. The repair service paper you sign states " Your product will normally be returned within 10-15 days OR less from the drop off date. YOU WILL BE NOTIFIED IF THERE IS A DELAY. I've been in the store or called every 3 days.NO Vacuum!!! I've called and been transferred at least 4 times I've been on hold and called back for 3 hours this morning.I'm told to wait till it's found. I've been a great customer but this is it. I'm going to tell anyone and everyone what they are putting me thru!!!! Sincerely , Pissed Customer
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1 comment
SearsCares
Sears Response
#615009

Anonymous387822,

Hi, my name is Dee and I'm with the Sears Cares Team. I was able to locate your post regarding your recent experience with your vacuum repair. I'm sorry we've missed your expectations with regards to receiving your repaired vacuum and I can understand why you'd be upset. We'd like to offer our assistance in making sure this is resolved quickly and to your complete satisfaction. Please send the following information – contact #, screen name (Anonymous387822), and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we look forward to speaking with you.

Dee M

Social Media Moderator

Sears Social Media Support

Review
#387822 Review #387822 is a subjective opinion of poster.
Service
Sears Repair
Loss
$537