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Sears Service Sucks

I called Sears Home Service on January 9 to get my washing machine fixed. Before I continue, it is February 4 today, and they still have not shown up. They scheduled a serviceman to come within two weeks of contacting them. When I called that morning to confirm, the person told me that the appointment was canceled. I had to call to find that out! They did not even call to tell me! I therefore lost a day of work and after 36 minutes on the phone with the supervisor they promised to come Saturday February 9--as I was not going to miss another day of work. This morning, February 4, an automated reminder called to remind me about my Tuesday, February 5 appointment... I flipped! I never scheduled that date and when I called, Saturday was no longer available. Today, over the course of FOUR phone calls, I was hung up on three times, put on hold for over 1.5 hours and told no one could come until February 16. That means FIVE weeks without clean clothes. Sears said they can't help me even after all of their mistakes. The fourth customer service rep (remember I was hung up on the first three times) also accused me of lying. She told me I hadn't called since January 9. I asked her why I would wait until February 5 to get service. She then realized her mistake--no one waits 30 days to wait for service! What a horrible company with awful service! I hate Sears!!!
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3 comments
Rihanna
#620252

I gave up on trying to reach Sears. I told my home warranty company about the problem and they sent out a small company.

Within a week I had new appliances.

Bary
#604838

Call the executive offices. Thats what I had to do today after screwing with Customer Care since Jan 20. Their number is 800-995-2139

David
Sears Response
#604262

Dear law4brad:

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our sincere apologies for the difficulties you are experiencing receiving service for your washer. We certainly understand your frustration and concern over having your appointment canceled and also having the wrong date set up for repairing your washer. I would also like to apologize for the poor customer service experience you had when calling our call center to receive help regarding this issue. It is unacceptable to be hung up on, associates accusing you of lying or just plain being rude. This is certainly not the type of service that you deserve or the type of service that Sears has long been known for. We value your business very much and would like to speak with you regarding this situation.

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 washer 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 (law4brad) 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

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With Official Company Response
Review
#381769 Review #381769 is a subjective opinion of poster.
Loss
$250

Sears review in Tellico Plains, Tennessee: Lost items

I ordered two pairs of slippers back in December, 2012. I was told that as soon as they shipped I would receive an email so that I could track them. I never received any information and about two weeks later one pair arrived. The other pair is apparently lost somewhere. It has been over a month now. The company keeps sending me emails saying it would be resolved within 5-7 business days since they were following up with their fulfillment center. Nothing is happening here, I asked them for a refund and they keep sending me emails saying "wait 5-7 business days". They even finally gave me a date of Februay 4, 2013 when I would receive an email either with a date of delivery or a refund. Today is that date and when I wrote them I was again told "wait 5-7 days". I think this is just a form letter and they are really giving me a run around. Either send me the slippers or give me a refund!!!
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Review
#381689 Review #381689 is a subjective opinion of poster.
Loss
$20

Sears review: Search for; Worst, Poorest, deceive, mislead, disgrace, rude, arrogant or brazen?

Update by user Mar 18, 2013

Anyone with recent experience of taking legal action against a company such as Sears? I presume This can be considered within my UK jurisdiction?

Original review posted by user Feb 04, 2013

SEARS for; Worst, Poorest, deceive, mislead, disgrace, rude, arrogant or brazen Sears advertised a mobile phone and then refused to deliver when I purchased. They led me up the garden path asking me to phone their international line on a number of occasions. They exposed my credit card to potential fraud so that my bank insisted I cut up both my card and my wife’s (forcing us to report the new details to all established vendors). They strung me along with a long series of emails which never led anywhere (and ’Sears Cares’ continues to do this through pissed consumer). Finally they fed me a series of different excuses (lies?) which blamed me for the fraud – even though my bank advised me and I then advised Sears. Sears then blamed their suppliers for cancelling the order (even though when I contacted their supplier they stated they had never received the order. Sears have treated me abominably. My emails and letters (even to the most senior management) have been ignored and unhappy customers are led a merry dance. Will Sears live up to their promises even at this late stage? – I very much doubt it. Finally, if anyone from Sears Cares is inclined to contact me, PLEASE DO NOT, at least without seeing my previous posts and the other Sears representatives who asked for more information then were never heard of again. I HAVE HAD A TERRIBLE TIME WITH SEARS AND WARN OTHERS OF THEIR ABYSMAL CUSTOMER SERVICE.
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2 comments
Nigel C
#624321

All my attempts to have this resolved have been met with a Sears brick wall. There is absolutely no willingness to understand my plight and no sense that there is ANY genuine attempt to help me. :(

Latest letters to CEO seem like they've been bined.

Maybe they are waiting for a lawyer's letter?

Nigel C
#623467

STILLWAITING FOR SEARS TO ADDRESS MY COMPLAINT. LOTS OF "SORRYS" BUT NO REAL HELP

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Review
#381626 Review #381626 is a subjective opinion of poster.
Product
Sears Credit Card

Sears review in Orlando, Florida: Mrs

HOrrible customer service. It is like they can completely handle your purchase order....but no one can cancel that same order, it apparently takes an act of congress. Sears.com told me to call the outsouced company who then proceeded to tell me they couldn't cancel my order because it was pending. They then proceeded to tell me that they were closing soon and the night shift would may process the order and then I couldn't cancel because it would be in the mail. If I can't cancel while it's pending and I can't cancel after it's no longer pending, then when exactly can I cancel an order I made 15minutes prior. I called Sears.com again, (that is who is withdrawing the money from my account which is still pending mind you) and they told me that I had to deal with the other company. When we consumers go to to sears.com to shop, we shouldn't have to worry about returns, problems, or quality of the merchandise. I made the mistake of not looking at the reviews or return policy before I placed the order.....BIG MISTAKE. But, again, I was on Sears.com for crying out loud. WHY should I have to worry about that. I will tell every one who will listen and many who won't listen about this experience and you can count on the fact that I will never, ever, use SEARS.COM again. PS their customer service is obviously outsourced which causes frustration because these poor people are just reading from a script and trying to deal with these problems that they have no control over. SHAME ON YOU SEARS !!!!!! You are an American icon. How can they let this happen.
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Review
#381370 Review #381370 is a subjective opinion of poster.
Loss
$94

Sears review in Boise, Idaho: Refurbished computer purchase 32 days to receive quit working after 2 weeks

I purchased a HP DC7700 refurbished computer on NOV. 21 It was not delivered until DEC. 24 buy JAN 10 it had quit working and was coding DIMMS problems which means replacing the motherboard costing more than the computer I paid SEARS list price $183.99 plus $10.49 tax total $194.48 shipping was free over $150.00 plus i was supposed to get a savings promo offer of -$30.24 total $164.24 my billing amount paid to sears was $185.28 i am no rocket scientist but the math doesnt work not only adid i not get the discount but was sold a junk computer it was rebuilt by a company called JOY systems this purchase was not a joy at all i buy products on line every day this is buy far the worst transaction i ever had SEARS passed the buck to joy systems no one there EVER answers my e mails or telephone calls i paid SEARS i expect SEARS to back up the products it sells. I fell like joy systems is a fraud running a scam selling junk computers sears has not answered my e mails and customer service puts you on hold and runs you in circles for hours there service reps can hardly even speak english what happened to that great AMERICAN company named SEARS ? All i want is a computer that works
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Review
#381362 Review #381362 is a subjective opinion of poster.
Service
Sears Shipping Service
Loss
$185

Sears review in Beaverton, Oregon: Different stories from in-store and 1-800 employees

Bought a mattress, which arrived with ruts on each side and a ridge down the middle. Called the 1-800 number because I couldn't get anyone to pick up at the store number. I was told it was clearly defective so there WOULD NOT be a restock fee. It took another 5 phone calls to get the return figured out. We return it and get hit with a $151 fee!!! Seriously?? They told us when we bought it that there is a restock fee to return it if we didn't like it. But it was clearly defective! Can't get any resolution. When I finally talked to a store employee they told me that in-store employees have different options than the 1-800 employees....that the store employees DO charge a restock fee. What the heck? Don't they ALL WORK FOR THE SAME COMPANY??? Why are they allowed to have different rules? I would just ignore the fee but Sears is a big company and can ruin my impeccable credit. How is that fair?? I'm out $151, not to mention the insane amount of time I spent on hold and the inconvenience of not having a bed until we could find another one elsewhere. Won't shop there again. Sears is a nightmare!!!!!!!!!
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1 comment
Bary
#604839

Dont give up! Call the executive offices at 800-995-2139.

Review
#381270 Review #381270 is a subjective opinion of poster.
Loss
$151

Sears review 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
David
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

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

Sears review 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
David
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

With Official Company Response
Review
#380740 Review #380740 is a subjective opinion of poster.
Loss
$215

Sears review 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

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