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With Official Company Response

Sears in North Wales, Pennsylvania - Ms. Daddazio

I purchased a recliner in the Sears Store on 12/02/2012. The recliner was suppose to be delivered on 12/20/12. They did not update my contact info and the recliner never got delivered. Referred to a case manager who screwed everything up even more. This date 01/08/13 and still no recliner. After 2 hrs on the phone with Sears, I get store manager who tells me I am not getting reimbursed for all the problems and he doesn't know how those problems happened. I call back customer resolution department and get disconnected. Sears is not a reliable business and they don't stand by there mistakes. They hire inadequate individuals who cannot please a customer. In Sears the customer is always wrong!
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1 comment
SearsCares
Sears Response
#590978

Dear Ms. Daddazio,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with the delivery of your recliner or lack of delivery I should say. We understand the importance of commitent and when we say we are going to be there on a certain day at a certain time with your recliner, you expect that to happen. We would like to look further into what has happen surrounding this order and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the recliner 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 (Ms. Daddazio) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team

Review
#373538 Review #373538 is a subjective opinion of poster.
Service
Sears Manager
Loss
$334
With Official Company Response

Refused delivery on open box and Sears cant figure it out.

This is actually my wife's experience but I'm posting is as a warning about the business practices at Sears. In the 3rd week or so of November she ordered some shirts from Sears for xmas presents. When they were delivered the box was opened and there was no packing slip in it. Luckily we caught the UPS guy trying to slink away and refused delivery of the box (since we had no idea if everything that was supposed to be in it was actually there because it was opened on one end) and immediately took pictures of it. We figured Sears would do the right thing and immediately reship new shirts and take the shipping issue up with UPS. Well how wrong we were. Not only did they not do that they cant seem to figure out how to give my wife back the 13.99 the order cost. its been more than a month now and multiple calls to folks who dont even seem to care to get the refund processed. How hard is it to give us back the money you took out immediately?? Evidently very very hard. We do keep getting email says it would be taken care of in 305 business days and they were 'researching' Here is an example. We have gotten like 5 of these useless emails. Good Morning Lisa, Thank you for contacting sears.com regarding your order number xxxxxx. We sincerely apologize that you did not receive the refund yet. As you have not received a response, again I have forwarded a request to our fulfillment center regarding the refund. Please allow 3-5 business days as we will contact you by e-mail once we have received a response. We regret any inconvenience and appreciate your continued patience. We want to make you happy. Please take our survey to tell us how we are doing. WHAT ARE THEY RESEARCHING???? WE EMAILED THEM THE PHOTOS OF THE *** BOX!!!!!!!!!!!! Not only did they do the wrong thing by not shipping a new dumb shirt mutliple calls to folks we cant understand and cant understand us cant seem to get back a *** 13.99 after 4 weeks. Its pathetic and a prime example of what not to do.
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1 comment
SearsCares
Sears Response
#590891

Dear Anonymous373503,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your wife's shirt order and our service. We understand the importance of this concern and we would like to look further into what has happen surrounding this order and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the shirts were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Anonymous373503) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team

Review
#373503 Review #373503 is a subjective opinion of poster.
Loss
$14
With Official Company Response

Sears Has Stolen My Money-F-minus for Customer Service

Re: regarding order number 450633841. January 3, 2013 I called Sears to order a stackable washer/dryer unit. Placed order over phone and my credit card was processed while I was on the phone. I then realized I needed to order the water hoses and dryer exhaust hose to go with it. The same person I was still on the line with stated that they couldn't add to my order, but would have to fill out a new order which would involve another delivery charge ($69) and it wouldn't be delivered with the washer/dryer -- different delivery truck and date. I thought this was a joke, but they insisted there was no way to change the order and no way to even call the delivery people to get them on the same truck. I said I would have to cancel the order, as this was ridiculous. How could they set up my unit without the hoses? I spoke to a supervisor, who said this was true, and nothing could be done about it. I asked to speak to someone higher up and got transferred to a call center in the Philippines where my frustration grew after being read "stock" answers and comments to everything I said. It got old quickly. They said I could speak with a case worker, but there wasn't one available and they didn't know how long it would be before one was available. They assured me my order had been cancelled, but couldn't give me a confirmation number for that. I stated that when I cancel a hotel reservation, I get a confirmation number. I also stated that without some kind of reference number for the cancellation, I had no way to prove I had even cancelled. They assured me I would get a cancellation notification via e-mail in two to three days. I have yet to receive one, four days later. I complained online to Sears and was assured they would process my cancellation and that I would receive notification of said cancellation via e-mail. Still no notice. Today I received two phone calls from an 800 number regarding delivery. After the second call, I pressed zero repeatedly and was being transferred to "Customer Service". It was the call center in the Philippines again. They had no record of my cancellation. In addition, they asked me over and over if I wanted to still have the delivery and they would give me a discount. They again asked why I wanted to cancel. They couldn't confirm that they understood I had already cancelled. It was like talking to a brick wall. They didn't seem to understand anything I was telling them. I yelled, "CANCEL, CANCEL, CANCEL" over and over again and hung up in utter frustration. As of right now, I feel as though Sears has stolen my money and I have serious doubts as to whether I will ever get it back. I have written an e-mail again back to the initial e-mail respondent. I think next I'll try contacting my state Attorney General. I will NEVER shop at SEARS again, ever. Something is seriously wrong with this company and I advise everyone to steer clear of it. Very disappointed and I will not take this lying down. To top it off, I just received an e-mail from SEARS.COM, thanking me for my order!!
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4 comments
SearsCares
Sears Response
#590900

Dear Anonymous373449,

My name is Jay and I am part of the Social Media Support team at Sears and I am very alarmed about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your washer and dryer order and our customer service as well. We understand the importance of receiving confirmation for a canceled order and we would like to look further into what has happened surrounding this stackable washer/dryer order and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the unit 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 (Anonymous373449) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team

Anonymous
#591330
@Sears Response

I have sent you the requested e-mail with my contact number. I still have no resolution to this problem, even through promised in e-mail from Sears.com that I would receive confirmation of the processing of my cancellation by yesterday at the latest (Jan.

8). Sears continues to disappoint me in every way.

Anonymous
#591331
@Adrienne

That should read Jan. 8th, 2012.

Anonymous
#591861
@Adrienne

Received an e-mail that they couldn't call me because of the time difference between Iowa and New Mexico. What idiots!

This online "Media Support Team" is clearly in the Philippines, as well. They send e-mails with English/American common names, but, they are the same group as the phone bank. They have stock answers and send e-mails whereby they fill in the blanks, make up a name, and send to you, just to buy time. I have an e-mail now saying the order is cancelled, but Sears still has my money.

Thieves. They need to be boycotted and put out of business.

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Review
#373449 Review #373449 is a subjective opinion of poster.
Loss
$1400
With Official Company Response

Sears in Dallas, Texas - Overcharged

I have been over charged $50 for an online Christmas order of a Kenmore grill, grill cover, and propane and cannot get one person on the phone to help. I will no longer shop at Sears. First they over charged my account then when I go to pickup the propane is out of stock and I was told I would be refunded. It has been a month and I have gotten no help after sending e-mails, a fax, and calling. The "customer service" reps are full of a lot of, "oh I'm sorry to hear that", but no real help.
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1 comment
SearsCares
Sears Response
#590912

Dear Anonymous373316,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your grill order and our lack of customer service. We understand the importance of saving everywhere we can and being over charged for something unknowingly can be a bit costly. We would like to look further into what has happen surrounding this order and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the grill 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 (Anonymous373316) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team

Review
#373316 Review #373316 is a subjective opinion of poster.
Loss
$50

Sears in Mount Laurel, New Jersey - New refrigerator freezer problems

Sears - New refrigerator freezer problems
Sears - New refrigerator freezer problems
Within the first two months the whirlpool model# xGZ25FSRXYY ice maker wasn't working,they fixed then they had to come out again and ordered a new circuit board then problems with freezing food in the fridge then the freezer wasn't the correct temp,I received a new one.i called from day one to get reimbursed for lost food.they gave me a case # and said they would call me the next day,well they didn't I tried to call them back again before the holidays and they said there systems was down, so I called them again today as the new fridge was delivered and guess what the system is down again so I don't know if they approved my money for lost food because I lost food again due to switching the new fridge.what happened to sears they were a good company years ago? Seems all the company's are turning to *** these days especially customer service and that god awful automated system that really wastes time.
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Review
#373253 Review #373253 is a subjective opinion of poster.
Loss
$425

Sears in Canton, Georgia - Upset and disappointed

Hello Kmart, I know that Black Friday is the busiest day of the year for retail stores. I also realize that there is going to be a lot of people after the same deals that was hoping to get. But with all that aside I was very disappointed with Kmart tonight!!! I live in Canton, GA and I shop at the Kmart on Riverstone Pkwy I'm also a award card holder too. My complaint I have against Kmart is: I was the 9th person in line and my wait was about 4 - 4 1/2 hrs before the store opened the doors. (I don't have any problem with that I know people camp out in front of stores a lot longer then that) Unfortunately, after waiting all that time I was not able to claim my prize which would have been the Proscan 50" flat screen tv for $288.00. But instead I received a ticket for the 24" flat screen for $88.00. (Not sure of the brand name for that tv) But again I understand we all can not be winners on Black Friday. But this is where my complaint comes into play. I got my ticket and was told to go to the electronics department to pick up my tv. I walked right back there as I was instructed to and none of the associates had a clue to where the tv's were being held. Now remember I had already been standing outside the store for about 4 hrs. And on top of that please remember, I wasn't able to get the tv that I originally came for. Now by this time the electronics department is packed with black Friday shoppers and again no one had a clue to where the tv's were located. I also felt very sorry for those boys (associates) in the electronics department. It appear to me that the management just threw these young boys back there. I don't believe the store managers communicated at all with the associates. You would think that the managers on black Friday would have put some kind of game plan in place for all the associates to follow. But instead I was surrounded by chaos.!!!! I must have asked 5 or so different Kmart associates where I need to be so that I could pick up my new tv. and they all gave me a different answer. I must have gone back and forth from the service desk to the electronics department at least 15 times. Now during all this waiting around I had to do for my tv I was able to over hear one of the female managers tell another associate that in the first door buster sale earlier that day the sales and checkout associates didn't know that the Proscan tv was only supposed to be sold at the 8 pm door buster sale. And that is the reason why I'm taking the time out to write you this email. I'm so upset by this whole ordeal I had to go through tonight. If the managers communicated with the associates I would be a very happy camper right now watching my new 50" tv. I'm so discussed right now with Kmart!!! Not only because I didn't get the tv I wanted but should have cause if there had been more communication with the sales associates the mishap would have never happened at the first door buster. So I feel like between no one knowing what the heck is going on inside the store to hearing that manager tell that other associate what happen earlier with the tv. I feel like I just got racked over the coals by Kmart!!!! I truly can say that customer at Kmart is NO customer service!!! Merry Christmas, Sherry North northsherry3@gmail.com ---------- From: Sherry North Date: Sat, Jan 5, 2013 at 11:49 PM To: help@customerservice.kmart.com December 23, 2013 Dear Mr. Louis J. D’Ambrosio, Thank you and Kmart so very much!!! You have managed to really mess up my son’s Christmas!!! On Black Friday I bought a flat screen TV for my son as a Christmas present. The TV ended up being defective (the sound would not work). So I took the TV back to the store to exchange it for a new TV that worked. I couldn’t believe my ears when the manager looked at me and told me I was pretty much screwed!!! The only thing she said or offered me was something that was just impossible for me to do. I’m already on tight budget for Christmas as it is. And I knew that the only way I could afford a TV for him was to stand outside your store for more than 4hrs hoping that I would get one of the door buster TV deals you had going on. So when the manager gave me the option of paying another $100 or more for a replacement TV I knew I couldn’t do that because I would have little to no money left to buy him anything else on his Christmas list. When I tried to explain my situation to the manager all I got in return was her becoming nasty and hostile towards me. So I ended up leaving your store with more than just my hands empty but with the knowledge that Kmart could care less about its customers. When I reached my car I was so upset over the whole thing but mostly over the way I was treated so I decided to called your customer service phone line thinking that maybe they would be able to help me. But once again I was wrong!!!! The first person I talked to over the phone was just as rude as the manager inside the store. I asked her to transfer me to someone else in the customer service department and she told me “NO” that I couldn’t talk to anyone else but her. So in turn I hung the phone up on her and her nasty attitude. I waited a few minutes to call back and when I did I finely got someone on the telephone that listened and understood the situation. She apologized to me and told me that she understood why I was so upset. So in turn she offered me a $25 gift card to Kmart for all my trouble. I accepted the gift card from her and told her thanks. She said I would get the card in the mail in about 7 – 10 business days. The card came so I hurried up and went up to Kmart to shop and get a layaway out. But guess what happened when I went to pay for the layaway with the gift card I just got in the mail from you?? Answer: You (Kmart) sent me a gift card with “NO MONEY ON IT”!! So once again the store clerk (which was very rude and unpleasant) had to call a manager and asks her what to do. Now in the mean time there is a whole bunch of people behind me listening and waiting to get their layaways out too! And by this time I’m becoming more and more upset and embarrassed. Now again the manager looks at me and says that I have to find another way to pay or they’ll put my layaway back. The remaining balance due on the layaway was $51 and some change. But I only had $28 in cash and the $25 that was supposed to be on the gift card. So once again I couldn’t get my son a Christmas present!!! And get this Kmart kept $10 dollars of my money for a layaway fee. I couldn’t believe it!!!! Why should I have to pay that when they messed up by sending me a $0 balance gift card. I don’t understand!!!! So here I go again calling the customer service number and I tell them what happened and they hang up on me. I try calling again this time a girl answers and you can tell she hates her job. She was so nasty and mean to me and could have careless about what had happened. She was very short with her words and kept putting me on hold when I was trying to talk to her. So once again I just hung up the phone and called back hoping to get someone that cared. This time when I called a guy named Marcus answer. He was very nice and listened to me and understood why I was upset. He did put me on hold when I was talking. He didn’t interrupt me. He told me that he was very sorry about the gift card and that he didn’t know what had happened but that he would send me a new card in the mail that day. And that this time it will be $40 instead of the $25 for all the trouble your store has put me through. Now, I told him the most important thing to me was that I would get the card in the mail by Christmas. He told me that I would definitely have the card by Christmas!!! Well here I am still waiting for the carded!!! Kmart has really messed up me and my son’s Christmas this year. He still believes in Santa and when Christmas morning comes and he didn’t get that big gift I’m going to have to explain why Santa couldn’t get it for him. I’m not looking forward to that!!! This is crazy!!! I don’t understand how you “Kmart” could employ so many people that are rude, hateful and with an “I could careless attitude”!! I’ve never experience anything like this. I’m so angry and disappointed with Kmart right now!!! Merry Christmas, Shopped at Kmart: 1750 Marietta Highway Canton, GA 30114 P.S. I think Kmart should look into having Six Sigma come out and observe what’s going on in your corporate office and in your stores. Somebody needs to take a serious look at the way the stores and the customer service call center is being run. Customers like me will not put up with being treated like this. I know that from now on I’ll think twice before I ever step into a Kmart again. It’s just as easy to go to Wal-Mart or Target their right down the street. They always have an attitude of what can I do to make your shopping experience a good one. And the way I see it Kmart doesn’t even come close to having that kind of store. I’ll use a quote that I heard Clark Howard use many times over the years to describe the way I feel about Kmart. When Kmart says customer service what they really mean to say is “NO CUSTOMER SERVICE”!!! I'm still waiting to hear from that case manager to call me!!!! This is truly sad!!!! But I'm not going to go away!!! There is so many complains about Kmart and the lack of customer service I've realized that I'm not important to you. You don't need me as a customer. But it will come back at you one day and bit you on the @#% and you will have deserved it!!!! So once again Thank You Kmart!!!!
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Review
#372975 Review #372975 is a subjective opinion of poster.
With Official Company Response

Sears in Denver, Colorado - Poor service

Sears never showed up to make minor adjustments to a newly purchased refrigerator. Andrew at Sears is a bald faced liar. I scheduled an appointment and they nexer showed. Please spend your hard earned money at Home Depot or Lowes but not at Sears. They are going out of business. Lets work together to make sure it happens soner rather than later. This was the sears at southglenn. There are lots of nice options nearby, They are are a bad company staffed by liars and cheats . Bad bad bad bad bad bad bad bad bad bad bad bad bad bad bad
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1 comment
SearsCares
Sears Response
#590988

Dear Anonymous372871,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your refrigerator and our service. We understand the importance of honoring our commitents as your time is valuable. We would like to look further into what has happen surrounding this service order and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that 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 (Anonymous372871) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team

Review
#372871 Review #372871 is a subjective opinion of poster.
Loss
$100
With Official Company Response
I bought a Craftsman garage door opener from Sears, in part because it had a 3 year parts warranty which I figured a reputable place like Sears would honor. Looks like I was wrong. I was having an intermittent issue with the sensors where the garage door would randomly...
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3 comments
dgewertz
#603592

Ok...I emailed Sears Social Media Support, and no response....it's been close to 2 weeks, what gives?

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Review
#372698 Review #372698 is a subjective opinion of poster.
Service
Sears Installation
Loss
$40
I bought a garage door opener from Sears 4 months ago, and almost from day 1 was having problems with the sensors malfunctioning randomly (occasionally detecting a blockage when nothing was there, and preventing the door from closing). It was more of a nuisance than...
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1 comment
Anonymous
#1168530

Prolly not the Sensors but more than likely it is in the wiring. Check the Wires for any breaks or staples.

Review
#372696 Review #372696 is a subjective opinion of poster.
Loss
$40
With Official Company Response

Extended Warranty = Fraud - Do NOT buy from Sears

Just called for the third repair appointment for a dryer less than 1 1/2 years old. The same problem every time. Power to the unit but all control surfaces dead. No lights, no response from any button or dial. Can't start the machine. I was told that even with the full, extended warranty that I purchased only the repair guy can deem the unit a lemon and have it replaced and only AFTER the unit has been repaired 4 times in the same year!! I had to wait TWO MONTHS for my last repair appointment. DO NOT BUY ANYTHING from Sears.
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2 comments
Anonymous
#591463

Almost sounds like a loose plug or clip in a wire harness leading to the controls. Or a fuse. Keep after them. You bought something from the same people you are waiting for repairs and can't use it.

Call the service dept. Ask to speak to a supervisor right away. Tell them your problem should be expedited.Take notes. You should be issued a service request number. Note date, time and who you spoke to.

SearsCares
Sears Response
#591044

Dear Anonymous372666,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your dryer and our service. We understand the importance that the dryer plays in the family home and we would like to look further into what has happen surrounding this service order and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the dryer 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 (Anonymous372666) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team

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Review
#372666 Review #372666 is a subjective opinion of poster.
Service
Sears Repair
Loss
$2500