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With Official Company Response

Sears in Christiansburg, Virginia - WHAT A CROCK

IN OCTOBER WE PURCHASED A MICROWAVE FROM SEARS..NOT JUST ANY MICROWAVE BUT KENMORE'S TOP OF THE LINE. AFTER BEING INSTALLED THE MICROWAVE WAS DEFECTIVE. FIRST LET ME SAY THAT SEAR'S CUSTOMER'S SERVICE IS THE WORSE I HAVE EVER ENCOUNTERED. IT TOOK THEM ALMOST A MONTH TO REPLACE IT AND THEN THE REPLACEMENT WAS DEFECTIVE. NOW AFTER ALL THESE MONTHS THEY ARE TRYING TO CHARGE US THE INSTALLATION FEE FOR THEIR DEFECTIVE PRODUCT. NEVER HAVE I BROUGHT SOMETHING FROM A RETAILER AND THEY CHARGED US FOR THEIR PROBLEM. THIS IS FEB AND WE ARE STILL FIGHTING THIS. I WILL NEVER-EVER BUY ANOTHER THING FROM SEARS. NOT ONLY IS THEIR CUSTOMER SERVICE TERRIBLE THEY DO NOT STAND BEHIND THEIR PRODUCTS.
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1 comment
SearsCares
Sears Response
#603060

Dear Anonymous,

My name is Susan with Sears Social Media Support Escalations team. Please accept our sincere apologies for the difficulties you have experienced with your microwave. After have two microwave's installed you are now having problems with the installation fee and the customer service you've received. We strive to provide top notch service to each and every one of our customers, and we are sorry to see that we have fallen short of that mark in this instance. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things around. We value your business very much and want to make sure that everything that can be done to help you is being done.

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 microwave 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 (Anonymous381055) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#381055 Review #381055 is a subjective opinion of poster.
Loss
$150
With Official Company Response

Sears in Beaverton, Oregon - Worst customer service EVER!

My 99 year old grandmother called the Lloyd Center Sears Customer Service to see if they could replace an electric blanket; pursuant to the parts guy who stated that the failed controller is not available; and the agent told her that the item was out of warranty; when in fact it has a 5 year warranty; not a 1 year warranty. Then the agent told her that there was NOTHING she could do for her. My grandmother asked what she is supposed to do with a broken blanket and the agents said; "I dont care what you do with it!" Great Job; ;I will never shop there again....tried the online customer service and the agent Maria L;; is a bonafide ***....should train some pro's! This is really disgusting
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1 comment
SearsCares
Sears Response
#602737

Anonymous1960

I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I am truly sorry for the troubles your grandmother has experienced with her blanket. I can see how irritating it is to receive the poor customer service when you contact us for support. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience. 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 purchase is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous1960) 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
#380740 Review #380740 is a subjective opinion of poster.
Loss
$215

Sears in Phoenix, Arizona - Really Rude and Indifferent customer care Department

I had called Sears, the next day from making an online purchase, to cancel my order. Ithought I had gotten a realy professional person,who seemed nice and helpful enough. He supposedly called the parts department and canceled my order.We were supposed to get an email the next day with all the cancellation information. Needless to say after assurances from Oddie(Id#718250), there was no email and no cancellation. Instead the package had been sent and was already in route. The item was to come from the "parts" department. When we spoke to the "parts" department we got told that no one had called and that there was nothing to be done until we received the package. Then we got hung up on. I called customer care to try and see what was going on and "Happy" (Id#564625) answered when I explained everything the only thing she could do is try to pass me on to another department....I asked for a manager. After 10 minutes of waiting, she came back on and told me the other department would help me.I insisted on speaking to the manager. Now I was on hold for another 30 minutes before "Tylor" who identified himself as the supervisor gave me the same line about understanding the problem but his department wouldn't do anything. He proceeded to try and pass me on to other departments also. Even told me how those departments were supposed to help (parts department). I let him know that they said they couldn't help either. He proceed to tell me how much he understood, but there was nothing he could do. Sears really needs to get their act together. Being such a large company you would think that they would have their procedures and departments a way better informed. SAD SAD Sad.
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Review
#380454 Review #380454 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response

Update by user Mar 31, 2013

Sears are b******s!

Update by user Mar 15, 2013

More letters to Sears have been ignored. Looks like they want me to take legal action (for I can see no alternative).

Maybe a solicitors letter (including a clear expression of them covering all additional incurred costs) is the next step

Update by user Feb 06, 2013

Dear...

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10 comments
Anonymous
#804493

Sears has nothing good to offer I have never seen such bad management service they are so disrespectful in all ways try calling they hang up on your face call back they transfer you to a fax machine call back ask for a manager they too hang up on you you go to the store they look at you with a give a *** attitude.they promised to do a installation of my gazebo for 1 mounth in a half they never showed up they finally showed up and the product was damadged they brought a new one and did not show up for the installation the company who installs for Sears anouther joke IN OTHER WORDS SEARS SUCKS !!!!!!

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Review
#380399 Review #380399 is a subjective opinion of poster.
Service
Sears Manager

Sears in Green Bay, Wisconsin - ABOUT NORDIC TREADMILL JUNK!!!!

The sales person was very helpful. The treadmill was delivered, and they said it was inconvienant for them to set it up, so they came back two days later to set it up. When they set it up, there was a piece broken. So they had to return the next day to fix it. We got it to work ONE DAY and now the treadmill will not work at all. I called customer service, they said they would exchange it, but I said I was going to return it. Way too much time spent on this piece of ***!! I feel sorry for the sales person, she said that they cross their fingers and hope people keep their fitness equipment and do not return it. Sears has really gone down hill.
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Review
#380101 Review #380101 is a subjective opinion of poster.
Loss
$1600
Tags
  • sales person
With Official Company Response

Cannot return unused item purchased at Sears store

Update by user Feb 07, 2013

so, i talked to sears "social media" rep on 1/31/13 and he said he'll call me back on this monday 2/4/13. now it's thursday night 2/7/13 and i have not heard from anyone from sears.

i have attempted to call number they gave me and emailed them multiple times. no response.

great service... on the 14th it will be 30 days that i have purchased this item and that is the last day i can return it.

Update by user Jan 31, 2013

well, just got contacted by sears and they are looking into now. i shall receive a call back early next week to see what my options are. let's see what happens...

Update by user Jan 30, 2013

I have replied to Sears as they have requested in the comment below but of course there is no response. I think they are just trying to appear to look like they care and want to help where in reality they really don't give a **** (you know what).

Original review posted by user Jan 29, 2013

I went to Sears store to purchase sandblasting cabinet. They didn't have it in store so the sales person offered to order one for me and they would ship it to my home. I agreed and purchased the item from Sears. Then, before the item actually arrived I purchased it from somewhere else for less money so, the day when the Sears sandblasing cabinet arrived I put it in my car and drove to the Sears store to return it. Unused item. Just wanted to return it. To my surprise I was informed that Sears had actually ordered item from one if their merchants and because of that I cannot return that item to Sears. Not only that, now after talking to the merchant that sold me this item for Sears I now have to pay over $120 shipping fees JUST TO RETURN THE ITEM I PHYSICALLY PURCHASED AT THE SEARS STORE. this is absolutely a cheap tactic. I have a Sears receipt for this item that i purchased at Sears and now Sears doesn't want to accept this new, unused item for return because they apparently ordered this from a 3rd party merchant without my knowledge or approval. I will NEVER ever buy anything else from Sears and I recommend you all avoid Sears. This is not the place you should be spending your money at. There are lots of much better alternatives such as Home Depot, Best Buy, Walmart, etc... Avoid Sears at all cost!
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1 comment
SearsCares
Sears Response
#600979

ek2013,

I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your online order. 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 order was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (ek2013) 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
#380088 Review #380088 is a subjective opinion of poster.
Loss
$335

Sears in Delray Beach, Florida - Lost item no response

order # 452152798 I wll not stop until this email is forwarded to Mr. Dambrosio, Mr Boire Just a note to,let you know how screwed up things are at Sears. I ordered a recliner on line, approx. 4 weeks ago and a delivery date of today was set and agreed to. Lasrt night at 9:00 pm I received an automated call advising me my order would be here between 2 and 4 pm today I had friends come to my home and rearrange my living room furniture and DISCARD MY OLD RECLINER. I/2 hour ago I was advised that there would be no delivery today, and as a matter of fact the item wasn't even in your warehouse.. I find this an incredible way to do business and will be advising every consumer agency I can about this. I am 75 years od and need a recliner to be able to sleep and rest due to serious arthritis.... Now I have no recliner at all. WHY WOULD ANY COMPANY NOTIFY A CUSTOMER THAT AN ORDER WOULD BE DELIVERED AT A SPECIFIC TIME AND NOT EVEN HAVE IT IN THEIR WAREHOUSE AND NO IDEA WHEN IT WILL COME IN>??????? I am looking in to all other options at this time, including the media.and legal John Maher
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Review
#380074 Review #380074 is a subjective opinion of poster.
Loss
$520

Sears Dehumidifier Recall

I recieved the card about the recall on November 23rd, 2012. As per the recall instructions, I cut the cord and printed out the label and mailed it on the same day. I started calling their customer service number after 4 weeks. They gave me the reference no for my call and told me that he will call back with the status. Two more calls and still nothing. It is more then 2 months now & I have not received the payment / check yet for the dehumidifier. Yesterday I received the 25% discount coupon for buying the dehumidifier & instantly ripped it off and is now in recycle bin, since I have no intention of buying another junk from Sears ever. Infact I have not stepped in to Sears even once in the last 6 years. I had the worst experience with their Kenmore washer & dryer as well that I bought 12 years ago. Now this second worst experience with the de-humidifier recall, means that they have lost the entire generation of my family from being their customer.
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3 comments
Anonymous
#709475

Lawsuits are expensive for a $300 item but a boytcott of Sears is in order. Also LG makes the product in China - I will boycott them too. We missed the american made products - America wake up!!!!

Anonymous
#686116

Sears recalled our dehumidifier because it is dangerous. For our $300 dehumidifier they claimed we would receive a $100 check and a $25 gift certificate in 10 days.

Big surprise after a month nothing even after numerous calls and emails.

I think they need a lawsuit for more then just the ones that started on fire, now they need one for the people who got ripped off for just having one!! I hope one of my friends gets in on this lawsuit and gets lots because obviously they don't plan to pay anyone unless they get sued!

Anonymous
#678328

Almost identical experience, though haven't got any refund or discount. I filed complaints, sent emails, and sears customer solutions basically said they couldn't help.

They lost a lifetime customer. Considering most of their tools are now also made in China, I can say I won't be shopping at sears any time soon.

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Review
#380041 Review #380041 is a subjective opinion of poster.
Product
Sears Coupon
Loss
$100

Sears in Houston, Texas - Ordered/delivered Wrong dishwasher

placed order & paid for dishwasher; however when it arrived it was the wrong one ordered; now Sears is saying that sure they'll replace w/ correct one but they want $100 more; dishwasher is exactly same price; getting terrible run-around w/ customer service & the WORST people to have to speak to on the phone, ignorant, rude, & hateful -- SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS SEARS SUCKS
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Review
#379975 Review #379975 is a subjective opinion of poster.

Sears in Saint Albans, West Virginia - Hostile Work Enviroment

Last year I was a manager at the store and dealt with hostile store manager and workers. The manager was covering up things that were both ethically and morally wrong. I reported this to corporate and was fired over it. I lost my vehicle and am behind on bills do this un warranted firing and hostile work enviroment. I plan on getting a lawyer and suing. I was subjected to a store manager who was rude and lied on me. I have video of a hostile employee threatening me and the manager swept it under the rug. I feel that Sears is to be held accountable for this action.
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1 comment
Anonymous
#600739

If you were carrying video camera around to tape how badly you were being mistreated, maybe there was a reason you lost your job. The proper way to file complaints is to go through the chain of comment, so maybe you were in the wrong. Get over it and find another job.

Review
#379938 Review #379938 is a subjective opinion of poster.
Service
Sears Manager
Loss
$36500