Company responded
Loralee Pgs
map-marker New York, New York

Sears Duct Cleaning is a complete sham!

Two Sears workers showed up without the right equipment to do the job. I gave them another chance to do the job right. They returned with some little brush. After it got stuck in one of my vents I through them out. Good thing I didn't give them my credit card #. When I spoke to their boss on the phone he tells me that the equipment they came with was just as effective as the equipment in their video. When I asked the workers if they had that equipment with them they said so. So all they were doing was sticking an open ended pressurized hose down the duct work for just a few feet. Total Waste. Save yourself a lot a trouble and do not deal with this Co.
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1 comment
David Rde
Sears Response

Jimd1234,

My name is Zenaida and I form part of the Sears Social Media Escalation team. I apologize for my late response. I stumbled across your post and wanted to learn more about this unfortunate home visit. We are truly sorry your unpleasant encounter with our home service crew. We would like to get you in contact with one of our dedicated case managers. I know your time is valuable and I want to assure you our case manager will work with you to make this right.

At your convenience, please contact our office via email at smsupport@searshc.com so we can get to the bottom of this. In the email, please provide a contact phone number and the phone number your appointment was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jimd1234) you used to post on this site, for reference to your issue. We truly value your business and look forward to talking to you soon.

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

Company responded
Anni D
map-marker Richmond, Virginia

Sears BEYOND BAD CUSTOMER SERVICE!

I have been dealing with Sears since early January over a hot water heater repair. First it took a week to get a back, then it was the wrong part, then it took another week to get a part the part was installed but didn't work!!!!!!!!! I have spent over a month dealing with this company - paid them over $500 and then had to pay $800 to anther company to actually FIX the problem. So, as of todays date 02/24/2012. the repair I called Sears for on 01/09/2012 has been fixed - by ANOTHER COMPANY! And guess what, Sears has still not returned the $500 I am owed even though we have returned ALL parts to them and let it not be I have spent countless hours on the phone talking to countless people about the same issue over and over and over - still no money and this is a week after I was supposed to have the money returned to me. I guess in Sears fashion I will receive my refund sometime in 2013.
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Loss:
$500
3 comments
Anni D

Ok.....I feel it necessary to add a note to my complaint. I was called by Sears Corporate Customer Escalations (or something to that effect).....and guess what.....the WONDERFUL representative took the time to look at my case and worked out that yes....I was owed all my money back and then she arranged to get it to me!?????

I am happy with the outcome but oh so unhappy that it took posting on this website to get satisfaction.

Sears drove me to tears on occasion and if it wasn't for Darlene, the representative who FINALLY took care of me, I am sure I would still be in that state. Thanks to the escalations team who assisted me....

Guest

Oh my goodness. this is me with my washing machine.

I am still waiting to have it fixed. They called today at 10:38 and said someone would be there between 11 and 3 (they have already been to my house twice) sorry but it takes me 45 min to drive home and I was in a meeting and now they have to reschedule again.

David Rde
Sears Response

Dear Anni71,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. I would like to apologize for the frustration, and inconvenience that you have encountered throughout your water heater repair with us. It is clear that we have let you down, and have tested the trust that you had in our services. We would love the opportunity to show that we do value your business. At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the water heater was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Anni71 you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Senior Case Manager

Sears Social Media Support

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mmwiest
map-marker Dallas, Texas

Sears has NO Customer Service

To Whom It May Concern, I've detailed a timeline of the experience we have had with Sears and it's sub-contractors. Our issues are still un-resolved …………… 11/4/11 -- ordered oven online 11/11/11 – 1st scheduled delivery. Scheduled between 2:00-4:00. The installer (Steve) never showed up and never called. I called him at 4:00 asking where he was. Rescheduled for Saturday at 10:00 (maybe earlier). 11/12/11 -- 2nd scheduled delivery. Again – Steve never showed up and never called. 11/14/11 -- installer (Steve) called me at 7:00/8:00 with no explanation and no apology. Wanted to let me know he would TRY to squeeze me in for Tuesday installation because Monday was already full. When I began to tell him that his service was less than satisfactory, he began yelling at me. He told me he was the only installer I could get, told me good luck, and hung up in my face! About 15 minutes later, his supervisor (Roy) – not with an apology, but just to let me know another installer would be completing the job and they would have to let me know when. I immediately called the Sears customer service line and filed a complaint. The woman on the phone took down all of the information and told me that someone would be calling me back in 24-48 hours in regards to my complaint – NO ONE EVER DID. The customer service rep from Sears told me that the name of the installation company was MJ Feagley. Since no one from Sears ever called me back, I decided to just let another installer from this same company install the built-in oven and be done with all of this. But that didn't work either. The installer who came out to the house was very nice and knowledgeable (we later found out, he was the owner). The oven was the wrong size – too small! This after I'd given the Sears sales person the serial number on our previous oven and asked for the newer model to replace it. She assured me that the one she'd selected would fit. So, Brad installed the too-small oven and told us to call Sears and they would make it right. 11/16/11 -- I called Sears and was working on the exchange and purchase of new/correct oven and we were working on installation when the customer service computers went down. I know – unbelievable – right? She couldn't finalize the transaction, and told me that someone would call me back in 24-48 hours to complete everything. NO ONE EVER DID. 11/17/11 -- 3rd scheduled delivery. I decided not to wait, and called the number back again on Thursday, the 17th. Only to be told that because the previous customer service rep had suspended my transaction and sent it to the remote desk (or something like that), that she didn't have access to it and that no one there could help me – I would just have to wait for them to call me back. NO ONE EVER DID and my frustration is reaching a higher peak than I'd ever thought was possible. 11/22/11 -- I received an automated survey regarding my satisfaction with my new appliance, the delivery and installation of that said appliance, and Sears in general. Unbelievable! I gave my honest response along with a recorded note asking someone/anyone from Sears to call me. NO ONE EVER DID. 11/23/11 -- I received an automated call letting me know that my delivery was scheduled for Saturday, the26th – except when the computer recited my address, it was the WRONG address in the WRONG city!! A person quickly picked up my call and was able to correct the address. 11/26/11 -- 4th scheduled delivery. The exchange and installation was scheduled for 1:30 – 3:00. At 2:00 Claudelle called to ask if we had an oven installed. When I said "˜yes', he said, "˜that could be a problem, let me call you back.' Long story short, Claudelle was apparently not an installer and had planned on just dropping off the oven at our house – delivery only. What? So we told him to keep it – return it. Maybe they will call us? I cannot even begin to express my disappointment and frustration at this entire experience with Sears. I have never in my life been so disenfranchised with a company and witnessed such a true disregard for any amount of customer service much less customer satisfaction. I am sure there is someone there at Sears who is interested in these basic principles of business, but I have not for the life of me been able to get in touch with them via any of the customer service numbers I have tried: 800-549-**** and 877-878-****. Honestly, at this point I don't even know what to do. I am frustrated beyond belief and not sure where to turn. If you receive this and want to help, please contact me via e-mail at Michelle W.
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1 comment
Guest

Take then to conciliation court. It only costs a few dollars, You add that to your claim against them as well.

You do not need a lawyer to do so and they will have to have a lawyer represent them if they want to fight it. They will not want to go to court so they will start to communicate with you.

Do not let them off the hook since you can go to court if they do not come to terms with you. Do not drop the suit until they fix it right.

Anonymous
map-marker Boston, Massachusetts

SEARS-Bait and Switch Online

Ordered a small flat screen TV online for a very good sale price, received a confirmation email and an estimated arrival date. As this TV Supposedly came from a store (I had a "salescheck number" as my only proof that it came from a store-still don't know which store it was). I waited and waited, and inquired, and waited for ONE MONTH. Finally, the good folks at Sears agreed to credit me and apologized, telling me that it was an "out of stock item" Huh??? I paid for it, it "Shipped", I had a "salescheck number" How does one ship an item that doesn't exist????? I was charged for something that never existed?? The good folks at Sears, had no reasonable explaination for this situation. They seemed to have a hard time understanding my rather basic questions. They did however, very generously provide me a link to another TV on their site, virtually identical to the one I had ordered, that just happened to cost $100.00 more than I paid. Thought this was illegal.
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Caroline E Kwc
map-marker Secaucus, New Jersey

Sears Fails to Protect Customer Privacy

After buying a dishwasher from Sears and waiting and waiting for it to be delivered and installed (which is a completely different and very problemmatic/ridiculous experience), I had a huge issue with the Sears Credit Card Services team. My father purchased the dishwasher for me, using a new card that he got while at a Sears store. He purchased the item because we got a 10% discount using the Sears card. Well, we had these issues with delivery - so we tried to cancel the order and start a new order - as that seemed to be the only way to get the delivery straightened out (again - Sears has MAJOR problems everywhere). But, we could not do this on the phone - and my father was told he had to go to the same store where he purchased the dishwasher. But, he could not because he was far from his home. So, we called and called the Credit Card line - They insisted on getting his FULL SOCIAL SECURITY NUMBER and his FULL BIRTHDATE. He ultimately provided it to them only to have them tell him 'sorry, we cannot give you your credit card number'. You have to wait and get it in the mail. Well, he was not going to be home to get it in the mail any time soon. So, aside from the fact that Sears itself cannot take and order and re-create/re-route the order and do many other customer-centric things, the Credit Team - which, by the way, is run by Citi - requires that every customer who seeks information on their account provide all the complete private information that one has that is needed for someone to infringe on our privacy. I am still stunned that they asked and made my father give his private information and then, upon receipt of this information, still failed to provide the information my father - their customer - needed of them. I find Sears and Citi to be incredibly arrogant. To top it off, I have written to the CEO and head of 'Shopping Experience' for Sears. Neither has written me back. And, they forwarded my note to Citi who basically told me they care about the privacy of their customers and they failed to address my request to provide my dad with privacy protection/fraud protection for one year. We tore up the card and I will never shop at Sears again. I am still trying to work my way through the companies to get someone to acknowledge their fault and I will keep going higher and higher until I do. Caroline
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Loss:
$800
Company responded
Lennard Nhj
map-marker Coppell, Texas

Bad Salesperson, horrible delivery and customer support

I went to Sears because of Sears Price Match Plus Policy at Chandler Fashion Mall, AZ. I had an ad from Fry's Electronics for a Samsung RF 267AEPN. The listed price in Frys was $1450+Free Delivery. Sears price was $2150+$70 shipping. According to Sears policy the price difference was $700 and I should have got $70 as price match plus difference, but they gave me $59. First, the salesperson did not know there was a price match policy, he did not know Sears had 6 months zero percent financing (Each time he had to go to check with his supervisor, it took me 1 hour to buy a fridge). Now he comes back from checking with his supervisor and says that he can do price match but still charge $70 for delivery. Tell me is there any advantage of buying from Fry's or from Sears if the price is the same. He then says (this is the misrepresentation), that he can give me a $100 card (he shows me a $10 card valid for a week in store) and says it rang for $100 with his other customers. He promises he will give me that. I agree for the sale. Then I ask about financing, I apply for the financing and the sale is done. He then says he cannot give me the $100 card. This is Cheating. I will never ever come back to Sears, you have real bad salespeople. He they shows no interest in listening to me and goes to other customer. I went to the customer service desk, there is no one seating there, no one in site. I mean this is a terrible way to treat people. The fridge got delivered to me, it had 3 dents on the left door. I called the customer service and told her to fix them. She said she cannot fix them but can give me 10% discount on my next purchase, and a expanded warranty on my fridge. This doesn't make sense, why should I spend more money in your store when I get less then what I paid for. I opened the fridge and its dirty. All dusts has settled in it.
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4 comments
Guest

Stephanie, Sorry doesn't help is actions that shows the customer that you care. Stop using mechanical words like sincerely apologize,I can see how this would be frustrating.

Is honesty that counts.

People in your company are train to be mechanical and not themselves.Treat customer how you will like to be treated. By the way please tell your top executive consecutive to don't forget about their customers good faith of purchasing their good to boost the economy and their fat checks and to also remember their customer service rep that are taking advantage and don't get paid for their commitment to the company!

Guest

I have to say sears have good honest working people its sears policy that sucks and are deceiving. believe me they blame their good employees for all their mistakes.

Sears ONLY care about profit not customer satisfaction.

learn the tricks be careful before you sign anything. You as customers beware and think before you attack a customer service rep they get treated like just the same and are under paid!

David Rde
Sears Response

Dear Diku4u,

We sincerely apologize for the disappointment surrounding your purchase experience. After reading your post I can see how this would be frustrating. My name is Stephanie and I am with the Sears Social Media Support Escalations team. I would like one of our executive case managers to speak to you in order to look further into this. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name “Diku4u” for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.

Social Media Moderator

Sears Social Media Support

Guest

Why did you agree to buy it at Sears when Fry's was $700 lower? Then they're selling you a floor model?? "the fridge was dirty." Then you complained of their service?

Sorry, something's wrong here.

Was Fry's a limited time ad? Limited quantity?

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Anonymous
map-marker Cleveland, Ohio

Sears at Mall closes at 8:00pm daily!

My husband and I are avid SEARS customers, having bought countless items for home and garage over the years. Looking for an item in particular, we drove 20 minutes to our local SEARS at Shenango Valley Mall in Hermitage,PA, only to be told by the associates that the store would be closing in 10 minutes! This was news to us, as it used to be open until at least 9:00pm daily! We did not have time to find the needed item, and instead went to our local LOWE'S where we not only purchased it, but several other things! Are they trying to purposely lose business at this SEARS? On our way out of the store this day, 6-7 other people were coming in to shop. We told them to save their time as they were too late! With that, everyone left the parking lot!We will think twice about going back to this SEARS!
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1 comment
Guest

Any shop that is in a Mall has to OPEN/CLOSE when the mall says it should. It is not SEARS' fault.

cbgrimes G
map-marker Tampa, Florida

Sears is no diety

We purchased a Kenmore Elite wall oven in September of 2009 to the tune of $2000+. May of 2011 it started turning itself on at 500degrees, turning itself off, and back on and making loud beeping noises awakening us in the middle of the night. We called for a service appointment and the technician came out no problem. He told us that there was a recall notice on the control unit and that Sears would replace it without cost. He had no explanation why we were not proactively contacted about the recall. He had no comment about my hypothetical question of what would Sears replace if my house had burned down due to this unit going wild when we were out of town. The control unit was replaced. Last night, less than 1 year later, the same problem began to occur. Upon calling the Repair department they had no record of a recall. I was told that Sears appiances "are not made by GOD" and that I should expect repairs. When, needless to say, I was not satisfied with that answer, I was passed on the the complaint department. Wonder of wonders, they did have details in my records of the recall but the replacement was only guaranteed for 90days. I do not believe this to be true, that this part is only good for 91 days and then needs replacement to the tune of several hundred $$$$s which is virtually what they are saying. I was offered $65 which I readily accepted which will cover neither the part nor the technician's visit. Here are my suspicions: 1. the replacement part was also faulty...this is a given since it lasted less than a year and I frankly don't cook that much, 2. Sears does not want to acknowledge the problem as there HAVE been fires associated with this product and there is a suit, 3. They think that they are averting trouble by buying me off with $65. They are not. My request for satisfaction: Get this potential death trap out of my house and give me my money back so I can go somewhere else and buy a safe oven that will work for longer than 3years.
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1 comment
Guest

Hi Cbgrimes,

We sincerely apologize for the ongoing trouble and concern you have encountered with your oven. My name is Scott and I'm with the Sears Cares Social Media Support Team. We located your post and wanted to connect with you. There's no question this is frustrating. We'd like to look into this for you and help find a solution. At your convenience, please contact our office via email at smsupport@***.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the oven was purchased under (if different than the contact phone number). Also, in your email, please provide your screen name (Cbgrimes) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,

Scott J.

Social Media Moderator

Sears Social Media Support

Anonymous
map-marker Mount Laurel, New Jersey

How sears is ripping customers off

we bought 9000 dollars worth of kitchen equipment and washer and dryer this is just another problem plauging this equipment.now the top on the washer is rusting and is a clear case of manufacture defect of equipment which they say will not be covered.clear case that the porcelian was improperly installed from the factory.but even we have paid for an extended warrantry and if the come out to see it we will get a charge for the trip even tho we have a extended warrantry.another case of being ripped of by sears we will never buy another piece of kenmore equipment NEVER AGAIN!!
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2 comments
Guest

Dear Anonymous,

Please accept our apologies for frustrations surrounding your washer. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We understand your concern with the rusting of your equipment. We are certain that our agents have done all they could in helping with this matter. We would like to contact you and further look into what your extended warranty covers and to also go over what options we have to turn this into a positive experience. You are valued as a Sears customer. At you at your convenience please contact our office via email at smsupport@***.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your washing machine 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 “Anonymous / 318657” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.

Social Media Moderator

Sears Social Media Support

Guest

Dear Anonymous318657,We saw your comment here and wanted to reach out and apologize on behalf of Sears Cares for what happened with your Kenmore washer. We apologize for the delay in finding your comments also and wanted to ask you to contact our team, to allow us to check into what happened and see if we can make this right for you.

Especially if it has not been resolved so we can ensure this happens. We value your business very much and offer our deepest apologies for any frustration this has caused you and your family. My name is Robert and I’m part of the Sears Cares Escalations team and we’d like to step in and resolve this issue for you. At your convenience, please contact our office via email at smsupport@***.com so you don’t have to continue to be frustrated by this.

In the email, please provide a contact phone number and the phone number that the Kenmore washer was purchased under (if different than the contact phone number) and we will call you directly.

Also, in your email, please provide the screen name (Anonymous318657) you used to post on this site, for reference to your issue, and we do look forward to speaking with you soon. Thank you,Robert B.Social Media ModeratorSears Social Media Support

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Sweets Xqo
map-marker Los Angeles, California

Sears sucks and here is their corp office number . 1-84*-286-**** -

Don't waste time with the customer service. Call 847-286-****.

Call them everyday with your complaints. Do not let a big company like Sears take advantage of you. I have had nothing but problems since I bought items from Sears. They need to stay by the products they are selling.

This is unexceptionable. I am sick of the run around I am getting from them. We the customers, are the ones that keep them in business and lets make sure they don't forget it. Do Not let them walk all over you.

Take a stand and file a complaint today!.

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11 comments
Guest

Sears customer service is very ridicules.

Guest

Now I have another number to call: 1-84*-***-**** Sears Holding Corp. Great!

Just another diversion in the endless circular program set up to completely discourage customers.

I will never buy from Sears again (NOTHING)! Good bye Sears!!

Guest

When I complained about a Sears (Kenmore) product missing a part I was informed that it was the "manufactures responsibility" not Sears. Then when I wanted to complain about it on Sears.com there is no where to do it.

When I contacted Customer Solutions they sent back to store where I purchased the product. Just around and around!!

THERE IS NO CUSTOMER SERVICE at Sears; just an endless circular diversion for any responsibility! Sears you have lost another customer and anybody else I can inform about Sear's policies and complete disregard for customers.

Guest

Sears is no longer a game player since they were bought by K-mart. The end days for sears is on the horizon. they do not stand behind their products or keep their word.

Guest

I had the Review copied to my computer that Sears deleted from their site (sears.com). this was the woman's review on the vacuum cleaner she ordered from Sears:

Never buy from "Luxury Shopping" I ordered a vacuum cleaner, it was never shipped.

when I called sears, they are saying "Luxury Shopping" is responsible. Luxury Shopping never responded.

Sun, Nov 22, 2015 By Tamil from Herndon, VA

Guest

Last Friday there was also a review on the same vacuum that I ordered and did not get. The woman also did not get the vacuum and customer service would not help her either.

Today, Monday, the review was no longer on Sears website.

They deleted the negative review from their site. WOW, can you believe this!!!!

Guest

I will never buy from Sears again (NOTHING)! I ordered a Shark vacuum from Sears.com.

I never received it and called their 800 customer service number (in the Philippines). The woman at "Sears" (manager) said she sent them an email and left a message herself. But, I have to deal with "their" 3rd party myself, not them (Sears). I told her that I ordered it from Sears and Sears is who I paid.

I called the number and recording said, the Google customer does not answer....! I called Sears locally and asked to speak with a manager. They would not talk to me. They said to call that 800 number (in the Philippines).

I called back and said I wanted my money and was told I have to wait 48 hours. I told her it has been over 3 day now. She said it has to be 48 "working hours" and that's 6 days for them to respond. ARE YOU KIDDING ME!

Remember when Sears was that great family department store that stood behind their name?

Well that's LONG GONE! Sears is on their last leg and I can see their end coming soon!!!!!!!!!!

Guest

I agree! I am fed-up with Sears as well.

We have a dishwasher that doesn't clean my dishes and they will not replace it!

I will NEVER buy a major appliance from Sears again! FED UP!

Guest

This brand is destined to finish winding its way down the toilet bowl sooner rather than later. They have a complete lack of integrity and no desire on the part of customer facing personnel to even acknowledge that they have customers, much less that they need to keep them. Their systems are terrible, their people apathetic on good days and their execution on promises is the worst of any service company I have ever used.

David Rde

Dear Sweets:

I'm sorry we've somehow let you down. How can we help? We'd like to better understand what's caused you to feel this way. My name is Susan with Sears Social Media Support Escalations Team. We are a single point of contact for escalated concerns for Sears. We would certainly like to help in any way possible to aleviate your issue.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (sweets) 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

View more comments (10)
Anonymous
map-marker Baton Rouge, Louisiana

Terrible Service at Sears Electronic Department

I tried to contact the Manager 4 times. Left 2 messages. One of the employees gave me wrong name. How dumb is that if you do not know your boss's name. The manager was not in the office in the am and is out in the pm. I want to buy a TV that was last year''s model at another store 35 miles away (pick up only). My present TV weighs 200 pounds and I am not about to try and move it off of a stand. I explained this to two employees that were dumb as bricks. I am willing to pay extra for them to ship it. If I don't hear from the manager shortly, I will go buy another model from another store. That way if I have a problem, I will not have to go thru so many dummies.
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Lucassb
map-marker Alpharetta, Georgia

AVOID SEARS DELIVERY "Service"

Purchased a $$$$ new washer and dryer set through the Sears in Tucker, GA. The sales person had trouble ringing up the sale - should have been the first red flag! They rang the washer and dryer up separately but ASSURED us they would be delivered together later that week. (Red flag #2.) Hubby took the day off from work to wait for the delivery ... never got the phone call advising the delivery window the night before (red flag #3!) so spent more than an hour on the phone that day trying to find out when they would arrive. FINALLY the truck showed up about 1pm. Of course only the washer was on the truck, no dryer. Called them AGAIN, got a huge run around (call the store! no, call the service! no, call the manager! Each call takes about 2-40 minutes, waiting on hold, or "someone will call you back," but they don't as far as I can tell.) Finally got someone on the phone who said, so sorry, we will bring the dryer out on Sunday...have this on voicemail as well. Sat night arrives, again NO call. Called store mgr. whos says, "Dryer is definitely coming today, but can only get time from delivery; here's the number, and no I can't wait on hold." Called delivery (also a sears service BTW) ... Nope, no record of any order. Spend FOUR HOURS on the phone with various Sears people, disconnected multiple times, etc. Bottom line: DO NOT BUY FROM SEARS if you have to use their delivery service. Just not worth the hassle.
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1 comment
David Rde

Dear Lucassb,

My name is Brian and I am part of the Social Media Support Escalations team at Sears and I am very concerned about what I have read here. I certainly understand that your time is valuable, and that spending multiple hours on the phone trying to correct mistakes on our end is unacceptable. I can also understand your frustration with commitment after commitment being broken and little to no help has been provided when you call.

At your convenience, please contact my office via email at smsupport@searshc.com so we can assist. In the email, please provide a contact phone number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Lucassb you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Senior Case Manager

Sears Social Media Support

Company responded
Anonymous
map-marker Frisco, Texas

Rang up wrong item, correct item out of stock

Went to Sears on Sunday, February 12, 2012 to purchase an elliptical. We hoped to take advantage of the Friends & Family discount. We were greeted by the Sales Consultant well enough. After a brief discussion, we selected the specific model, indicated the model to the Sales Consultant, and opted for the Service Agreement. It took over 20 minutes for the Sales Consultant to ring us up having to call back the Assistant Manager two times to get the discount information correct. Since the elliptical we wanted was not in stock, we had to wait until mid week to pick it up - they could ship it to the store but they could not ship it to our home. When we picked up the unit, the box was much longer and heavier than we had originally been told when deciding whether to pay for Delivery. The box just fit into our vehicle. After wrestling the box out our vehicle at home, we discovered that the Sales Consultant had rung up the wrong product! We lugged the unit back down to the store the next morning. Upon arrival, we asked to speak to the Store Manager. He was pleasant enough and understanding. He was willing to throw in a mat and free delivery to make up for the inconvenience. However, as he rang up the correct elliptical, he discovered that it was no longer in stock- anywhere - and that we would have to wait for another two weeks to receive it. Non-starter. We stressed that they needed to come up with a creative solution real fast. The Store Manager just threw up his arms saying that he couldn't sell what he didn't have. We asked for our money back and received it. Bottom line, Sears misrepresented the products they had for sale. Sears initial incompetence and ultimate incapability to resolve the situation to my satisfaction has convinced me to take my business elsewhere.
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3 comments
David Rde
Sears Response

Dear Anonymous,

We do apologize for any inconvenience this may have caused and it is very unfortunate that the item you originally wanted was out of stock. I can understand your disappointment. We do value you as a Sears customer and I do see that our Sears associate understood your frustrations and worked towards compensating you with the free mat and free delivery. These situations are unforeseen and we do our best to meet our customer’s needs. Thank you for your patronage, please let us know if there is anything else we can do.

Thank you,

Stephanie L.

Social Media Moderator

Sears Social Media Support

Guest

Sears fan is right,you cannot stock enough of every item our you are going to be broke.Example, you try to have stock enough based on past sales. But if you purchase 10 items and only 5 sell any profit you made is tied up in the 5 you did not sell, bad business.In todays economy you have to wait on some things.It is not business of old unless you want to go broke.And don't expect something for free, Im think Sears is doing a better job of not giving away things just because someone yells a lot as they did in the past.I have a neighbor who said he was mad at Sears because they refused to replace his washer because it was worn out and the bottom has rusted away and that was not covered under his agreement,Sears told him it was time to buy a new one,he was mad because they would not replace it for free,his washer waas 13 yeaars old, he told me this will be the first washer he has had to buy since 1975, Sears has always replaced it.I told him he has been lucky and its a new world now and how could Sears stay in business if they just replaced everything.Good job Sears, P.S. He bought a new one and from Sears.

Guest

It was friends and family night, things get sold out,it was not like they couldn't get the product for you.You just did not want to wait.The saame thing has happened to me at other stores, Target and also Home depot. It happens,the differents is Sears was going to give you something free for your inconvience,that does not happen at all stores.

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Anonymous
map-marker Louisville, Kentucky

Sears is the worst retail ever

They are very rude, they have the worst customer service, the worst managment ever. All the brands they have are very low quality. All the people work their never smile, all the mangera are very rude. I went to return my pair of shoes, I forgot to bring the receipt, they could not find my order by using my credit card information, so I had to exchange them by another pair I do not really need. I will never ever go there again . I really do not recommend going there. I am not surprised that many sears over the country are closed already.
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Loss:
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1 comment
Guest

:( agreed. THEY ARE THE WORST. When I called to complain about an order I placed never getting delivered I was hung up on "transferring me to that manager!" TWICE!!!!

Company responded
Vick Gds
map-marker San Jose, California

Sears Clean destroyed my air ducts and have horrid customer service

My sister-in-law and my brother recently stayed a couple of weeks with my during the thanksgiving holidays with their dogs. Needless to say I cannot stand the smell of pets; I gave Sears a call to clean my carpets.

They scheduled a date for them to come check out my house to get rid of the pet odor. They came slightly late and began to do a walk through my home. DeMarcus, the carpet cleaner who came to my home began to talk to me about air duct cleaning. He said it would help clean out dog hair and anything else that had been in my house.

He quoted me 300 dollars to do my entire home and I quickly agreed to get that done along with my carpet cleaning. After was all said and done they handed me a bill 800 dollars over my quoted price saying I had more air ducts then they had expected. I told DeMarcus that I wasn't going to pay the 800 dollars extra but he told me that I was basically stealing from them if I didn't as they already did the work. I paid up begrudgingly but let his supervisor know that I was upset with the payment change so quickly.

I also let them know that I wasn't exactly ecstatic with my carpet cleaning as they left a large stain in our guest bedroom from the dog. I had noticed that my house was a lot colder than normal the next day and cranked up my heater. In the next hour, my house was even colder to the point of being near the same temperature outside. I called Sears, worried that maybe that they had turned something off during the air duct cleaning.

They came out pretty quickly that same day, this time a guy named Leroy came out to check out the vents. He said that everything was all good with my system and that is was just colder outside. As soon as he left I called My AC Company worried that something was up. They came out the next day to check my system and my vents.

The AC Company employee came back into the living room with a grim look in his face saying that I had tears inside of my air ducts. He asked me if I recently had anything done on my vents and I let him know that I had them cleaned. He let me know that I needed to get them replaced. I was furious and called Sears back to let them know what was happening while my AC Company was still in my house.

The lady named Shawntel asked me how I knew that there was tears since their technician Leroy said that everything was fine. I told her that My AC Company was standing in my home and that their technician was more than welcomed to come look and see the tears. She told me that Sears was not responsible for any damage that may AC Company could have caused while checking my ducts and that she was closing the file as I needed to call my AC Company to complain. She hung up on me, and I called back trying to call back a man named Carson answered and let me know that my file was closed and I was required to call my AC Company for further assistance.

I asked to talk to a manager, Carlos, who repeated to me like a parrot that I needed to talk to my AC Company. It wasn't my AC Company who caused my tears, my heater was working perfectly before Sears came to my home and after they left my house no longer heated after they did an air duct cleaning. These people are the definition of rip off! I have to get my AC Company to replace my air ducts and Sears still refuses to answer me.

Their technicians have no clue what they are doing and are just people trained off the streets.

DeMarcus is not certified to have cleaned my ducts and Sears just parades them around like they are. BEWARE OF THIS COMPANIES TRICKS.

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3 comments
Guest

Agreeing with this posters comments. Avoid Sears air duct cleaning at all costs.

Their customer service is the worst I've ever encountered. It's complete disorganization to actually get to the appointment. Then, once the appointment actually happens, they will *** you into purchasing additional services (my $200 duct cleaning went up to over $800 for services that the technician claimed "had to be performed to complete the cleaning"). Turns out the "essential" additional services include the technician watering down my air conditioning unit with my garden hose...then leaving it in a heap on my deck.

The team that came into my house was also messy and unprofessional...leaving debris tracked throughout my home and dirty finger prints around the vents.

After trying to call customer service to have my concerns addressed, I have been bounced around from one service agent to another for over 3 WEEKS, with promises that someone who has decision making power will call me back. I'm frustrated that I was deceived by Sears and now am paying for it, but do yourself a favor and DO NOT hire Sears!!!!

Guest

I scheduled an appointment for air duct cleaning with Sears. Then I googled on line and found many extremly bad reviews about them.

So I called back to cancle the appointment. The lady who answered the phone asked me about my last name, then told me that I had been taken care of.

I asked "Don't you want to confirm my first name, phone number, address etc? She said she spoke to me this mroning and know which case I was calling for.

David Rde
Sears Response

Dear KeriCornell534:

Please accept our apologies for the difficulty you have experienced for being charged more than quoted for your vents to be cleaned as well as the problems with the actual ducts being damaged. I certainly understand your frustration with calling Sears and getting disconnected. We would like to look into this situation further and offer our assistance torward a resolution.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the vent and carpet cleaning was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (KeriCornell534) 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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