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With Official Company Response

Sears said it was in stock, charged my debit card, canceled order the next day, and are making me wait for a refund now!

I am furious with Sears!!!! I placed an order totalling $317.93 because they claimed it was in stock, hence why I agreed to this transaction.They charged my debit card IMMEDIATELY! The very next day, I wake up to an email stating my transaction has been "cancelled" because the item is "no longer in stock." There was no mention of a refund, so I called up the customer service. The woman told me "It will take 3-5 business days for a refund to go into your bank account." This is highly unacceptable. I am furious that they charge their customers first and then check to see if it is in stock. I have made A LOT of online purchases from OTHER companies and have gotten 0 problems with any of them. The main reason why I have no problem with other companies is due to the fact that they ship the item FIRST and THEN they charge your account, rather than the other way around like Sears does. Sears, you have lost a customer. It is no wonder you guys are going out of business! I am going to Target instead. At least they know how to properly process an online order without problems!
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2 comments
Anonymous
#594203

It isn't Sears fault that your bank makes your wait 3-5 days. Blame your bank, not Sears

SearsCares
Sears Response
#594135

Dear Anonymous375213:

My name is Susan with Sears Social Media Support Escalations team. Please accept our sincere apologies for the disappointing online order experience. We can certainly understand how frustrating it is to find out that your item is not in stock after you have paid for it. We would be more than happy to offer the assistance of a dedicated case manager who will follow the refund process to make sure you receive your refund in a timely fashion. Please send the following information – contact number, screen name (Anonymous375213), phone number used at time of purchase to smadvisor@searshc.com and a dedicated case manager will contact you. Thank you and we look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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Review
#375213 Review #375213 is a subjective opinion of poster.
Loss
$318
With Official Company Response

Sears in Portland, Maine - Parts not availablr

I purchased a kenmore gas range from the plymouth sears store five years ago. The oven igniter broke. No big deal in five minutes I had it out and went to the sears to order a part. I was told the manufacturer of that oven , with the Kenmore name, was not actually sears and no longer makes the part. He wants me to buy a new stove for 450 dollars. He has no other solution s. I hope you will not make the same mistake i made and i will never buy another Kenmore appliance ever ever ever ever
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3 comments
turnburrymom
#594746

Try RepairClinic.com.

SearsCares
Sears Response
#594136

Dear 375170:

Please accept our sincere apologies for the difficulties you are having finding the part needed for your range. We certainly understand how frustrating and inconvenient it is to not have this part readily available with a range that is only 5 years old. 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. We would like to look into this situation further and offer the assistance of a case manager. Please send the following information – contact number, screen name (375170), phone number used at time of purchase to smadvisor@searshc.com and a dedicated case manager will contact you. Thank you and we look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Anonymous
#593819

Kenmore and Craftsman are just names.. Sears does NOT make anything!!!!

Sears makes a deal with the different manufactures such as Whirlpool, GE, LG, Fridgidaire to put the Kenmore name on appliances..

Next time you need to call Sears for resolution issues,call either of these numbers- 1-888-236-1885 or 888-266-6560..

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Review
#375170 Review #375170 is a subjective opinion of poster.
Loss
$450
Tags
  • big deal
With Official Company Response

Sears online Christmas boxing sale is cheating.

I saw Sears online boxing sale, there was a firm king size mattress with the price with tax total $553. however, the queen size mattress was around $900. We wondered if the item number was wrong so we called customer service and they confirmed it is a king size mattress with standard quality. So we ordered. Jan3, the driver came and asked me to sign electronic and paper record to confirm the delivery so I signed. However, they brought me the foundation, not the mattress I ordered. And the foundation was only half of it, they said they would deliver another half foundation to me later. I refused to accept it because I didn't order the foundation at all. I cross my signature on paper record and wrote down my comment: please send me the king size mattress. The driver said I couldn't cancel the signature on the machine then they left. I called customer service to explained what happened. After talking to several of their representative and sales persons, they promised me to refund my $553 within 10 days. I still haven't received the refund yet, however, the status in my account on Sears website become order completed, delivered. I don't even know if I could get my money back. Sears ruined my new year and just give everybody a reminder, never too believe Sears, when you place your order online, remember to copy screen on what you have ordered with all details and pictures. Otherwise, you will never find that post when you found they deliver you a totally different thing.
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1 comment
SearsCares
Sears Response
#593546

Dear Anonymous374780,

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 see what we can do to help.

We would like to apologize for the trouble you have encountered with your online mattress purchase. We understand how disappointing this type of service is for you, and we would like the chance to make things right by you.

Please send the following information – contact #, screen name (Anonymous374780), phone # used at time of purchase to smadvisor@searshc.com – Thanks, Brian.

Review
#374780 Review #374780 is a subjective opinion of poster.
Service
Sears Sales Representative
Loss
$553
I ordered three (3) Ultra ll Jewelry Cleaning Machines on January 3, 2013. One January 9, 2013, I received one (1) box that contained one (1) Jewelry Cleaning Machine. The box also sent shipping information that notes that one (1) item had been shipped. I was...
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1 comment
SearsCares
#594575

Anonymous 374667

Hello, my name is Christine and I am with the Sears Social Media Support team. I saw your post here and would like to reach out to you and offer assistance. I can understand how upsetting the circumstances are surrounding your order. I understand your concern with the delay of contacting you regarding the shipment of the remaining items. We apologize for failing to meet your expectations with our customer service. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options to satisfy you as a customer and restore your faith in our company. At your convenience please contact our office via email at smadvisor@searshc.com to open the lines of communication with you and discuss your experience. In the email please provide the best contact phone number or the number to which the jewelry cleaning machines were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous 374667) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we are anxious to hear from you.

Thank you,

Christine R.

Social Media Moderator

Sears Social Media Support

Review
#374667 Review #374667 is a subjective opinion of poster.
Service
Sears Shipping Service
Loss
$45

Sears in Kalamazoo, Michigan - No refund

If you order from them and thing they are a reputable complant forget it. When I canceled my order due to a different pre and post oder confirmation delivery date. I was told 3-5 days for them to cancel and then 3-5 days to issue the refund. that was weeks ago. I contact them on the web every 5 days and they tell me contact them in 3- 5 day if I do not get my refund. Well I don't and contact them again and they tell me 3-5 more days. If you call the telephone # you get some one who does not speak AMERICAN and if you ask for a manager they put you on hold for hours. DON'T BY FROM SEARS!!!!!!!!!!!
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1 comment
Anonymous
#594137

I'm going through same exact thing regarding issuing credit back to the credit card.

They say "we're showing a credit WAS ISSUED"... on so and so date (weeks ago), but there is no credit showing , and credit card company confirms that no attempt was made by Sears to issue the credit.

I get same emails... that if you don't get your credit contact us after 3-5 days......

I think Sears & Co is going to go belly up, and THEY KNOW IT.... so they don't care anymore. There is NO WAY they are going to survive with *** off so many people....

Review
#374638 Review #374638 is a subjective opinion of poster.
Service
Sears Manager
Loss
$856

Searsoutlet.com - Searoutlet.com has no clue what is really in stock at stores and charge your CC fo

I found a bed frame on searsoutlet.com that was suppose to be available in our local store(Amherst NY) for pickup only. I ended up taking a instead of placing order, and drove out to the store hoping to see what this looked like and avoid the online hastle. The sales kid said there is one in stock but it is a display and said he can't give it to me for online price. So I placed the order while at the store and received an email saying the store was closed and I have to wait until next day for confirmation. Funny, I was standing in the store at that same time I received the email about it being closed! The next day I get an email saying the item is not available and my CC wasn't charged. Guess what? My CC was charged! I called and spoke to a "supervisor" who was as worthless as the website. He told me I'd have to wait 5 days for the charge to be reversed and tried making up excuses about the website showing it in stock and didn't offer any other item or solution. Bottom lin is, if the store is unwilling to sell it, it shouldnt be on your website...period! This was a complete waste of my time and gas! Searsoutlet.com should take a closer look at their IT department and have them do better job at updating the logistics of their online/instore inventory or SEARS risks losing more customers.
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Review
#374621 Review #374621 is a subjective opinion of poster.
Loss
$20
With Official Company Response

Sears in Denver, Colorado - Return Policy

I need your help securing a refund from items purchased at Sears Online. I purchased brassieres from Sears online and never received confirmation of the purchase, nor any status updates regarding delivery. I was suspicious as I have ordered from Sears many times and always received status updates. I contacted Sears to find out what happened and they said it was not their mistake, it was "Easy Fit Brands'" mistake as they were the actual vendor. I thought I had ordered from Sears and would have never trusted a second-party vendor "sight-unseen". I eventually received my items but by the time I received them, I did not need them anymore. The items are unworn and in the original packaging with all tags intact. I needed to return the items and I spent 1 hour driving to the Sears store and dealing with customer service there. The customer service center at the store in Thornton, Colorado referred me to the corporate office. I spent two hours on the phone while in the Sears store trying to resolve the issue to no avail. I spoke with several people, and the last identified herself as a “Case Manager” and said that no one was above her when I tried to escalate the issue. She eventually put me on hold and no one ever came back on the line. Very frustrating! This transaction is a deceptive business practice. I thought I was buying from Sears. The website has the Sears name and Sears info plastered all over it with the name "Easy Fit Brands" in small type that is a faint shadow. Please help me return the items in order that we may reach resolution.
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2 comments
Anonymous
#868838

This is very interesting as I had the same issue, except Sears did a return transaction for me and I never received the credit and I'm still trying to figure out where the funds are. They took my merchandise and never gave me credit. Ran across this as I was searching for a phone number for EASY FIT BRANDS!!

SearsCares
Sears Response
#593520

Dear Anonymous374501,

My name is Brian and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance.

We are sorry for the confusion surrounding your third party online order. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our dedicated case managers who can help you communicate and work with the vendor in question on a solution.

Please send the following information – contact #, screen name (Anonymous374501), phone # used at time of purchase to smadvisor@searshc.com – Thanks, Brian.

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Review
#374501 Review #374501 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$220

Sears - Where is my Refund?????

Bought six women's blouses, did not like and returned them immediately in Oct 2012. Still awaiting my refund and it is now January 11, 2013! Spent hours on the phone with customer service agents and told by them that the refund is coming, should have been here already and so sorry for the frustration. I am still waiting! I am irate and will most likely save myself a lot of future pain by not shopping there again. I thought their online department was great until having to report an issue and being forced to wait on the phone for hours.
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Review
#374418 Review #374418 is a subjective opinion of poster.
Loss
$128
With Official Company Response

Sears Appliance Service Sucks

I bought a top-of-the line Kenmore dishwasher. They have had to come out several times in the first year. Installer didn't connect waterline correctly so it leaked. Then the water wasn't getting inside the dishwasher at all. I could have dealt with it, but the wait for the repairman is around 2 weeks. The last time it took a month to get it fixed because the guy that came out the first time misdiagnosed the problem. Ordered a part that took two weeks to come. Then 2 more weeks to get the part installed.The last guy was wonderful. Figured out what was wrong and drove to the warehouse to get a new motor--came back and installed it. Turns out, Sears is woefully understaffed on repairmen. Keep this in mind if you decide to buy an appliance.
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1 comment
SearsCares
Sears Response
#593514

Dear Anonymous374362,

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. We are sorry to learn of the multiple issues you have faced with your dishwasher, and apologize for the delay in having it properly repaired. We would like the chance to monitor the remainder of your dishwasher repair, and ensure everything goes smoothly. Please send the following information – contact #, screen name (Anonymous374362), phone # used at time of purchase to smadvisor@searshc.com – Thanks, Brian.

Review
#374362 Review #374362 is a subjective opinion of poster.

Sears mistake not mine!

Hi I wrote a check to sears credit cards in the amount of$27.00 and mailed my check in, on time of course, Sears electronically debited $77.00 from my account, in balancing my check book I found the mistake, an hour or so later! Called my bank the next day to which they instructed me to call Sears, so another hour on the phone to get problem resolved, they are going to credit my bank account the $50.00. I wish that when I make a mistake like that I could just say oops I'm sorry that won't happen again and that would be the end of it, truth be told I have to pay for my mistakes, bank fees, late fees, extra interest. Sears says I'm sorry, the two or three hours of my time to find their mistake is worth nothing. Sincerely John
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Review
#374344 Review #374344 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$50