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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

Sears in Minneapolis, Minnesota - Kenmoor: 6yr old Fridge needs replacement!!

We purchased a Kenmoor fridge in 2006 from Sears the same year that it was manufactured "in Mexico". It has already run out of freon and the appliance guy says it needs replacement. Sears customer service said to contact the mfg. I went on the Kenmoor site and they partner themselves with Sears! But nothing they can do because I had no warranty.....WARRANTEE!!! REALLY??!! Is that the only problem here? I am alarmed and bitter and will never go in any Sears again. And I will definitely tell everyone I know. Bottom Line. No help from anyone at SEARS or KENMOOR, I have to replace a 6 yr old unit and they don't give a care....@#$%
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Review
#372263 Review #372263 is a subjective opinion of poster.
Service
Sears Replacement
Loss
$1200

Be careful with Sears refund policies

I complain about order 427062291 for an electric range at Sears for a total of $1,479.08. The order was paid by credit card on 18 November and was cancelled on 21 November before the planned delivery of 24 November. There is no refund yet on 3rd of January. Sears has been called repeatedly on the phone to provide refund on 26 November, on 6 December, on 20 December, on 21 December and on 3rd of January without results except apologies, contradictory statements various promises of refund depending on the agent answering the call. Complaint letter sent to Sears Headquarters on 24 December. One has to be careful… Donald Joyal 1359 Monroe St NE Washington, DC 20017
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1 comment
Anonymous
#594145

Are you aware that when you pay with a credit card you have up to 6 month to file a charge back. Call the credit card and dispute the Sears charges.

All of them.

I heard Sears is so screwed up that they don't even bother to answer to the inquiry made by your credit card company .

Review
#372211 Review #372211 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$1479

Sears said they'd replaced our washer (but hadn't)

My husband and I purchased three large appliances from Sears in Newark, CA about a year and a half ago. Not long after they'd been installed, the dishwasher (Kenmore Ultra Elite) began having a variety of serious issues--long story short is that we had approximately **eight** service visits in less than a year. A few days ago, the dishwasher had another serious problem (tub not draning) occur, which it has experienced and been repaired for previously. I called the Large Appliances manager at the Sears where we'd bought it and requested a refund or replacement, explaining the many repairs that had already been required while it was still under warranty. (I should mention that this was not the first time--not by a long shot--that we had requested a refund or replacement, as we'd obviously gotten a lemon. However, Sears always refused, saying that as long as it was still under warranty, they had to fix it yet again before giving a refund or replacement.) The manager replied that it sounded like we indeed had a lemon and it "definitely should have been replaced earlier," but that he would first need to call their repair center to see if that would be okay. I didn't mind; I hadn't expected him just to take my word as to what had happened, He called back within about 30 minutes and said that not only had we not had that many repairs to the dishwasher but that Sears had **already replaced it** last June! I could hardly believe what I heard and asked him to repeat it. I then put him on the phone to my husband and could overhear him tell my husband the same thing. The dishwasher has **never** been replaced, however. Interestingly, my husband happened to be on our landline at that time with Sears' repair center, and he told the woman he was speaking to what the manager had said. Her response: "No, sir, I don't see any record here of us ever replacing the dishwasher." So, my husband got back on the phone with the manager and (nicely) asked him to call us back when he'd figured out the discrepancy between what the repair center had (supposedly) told him and what they were telling us. My husband had to go to the mall shortly after that, so he decided just to stop by Sears and follow up with that manager in person. Not sure if the guy was really the department manager after all, as his manager (not the store manager) came out to talk to my husband too. Anyway, the guy lied and claimed he'd never told either of us that the dishwasher had been replaced--when he'd told each of us that, separately, not even an hour earlier! Of course, both he and his manager refused to give us a refund or replacement. My husband spoke by phone the next day with the store manager who was also completely unhelpful. Why Sears, or any retailer, would choose to treat customers who've purchased multiple big-ticket items this way--especially when their own records clearly indicate we were sold a bad product--is beyond me, but they have lost us as customers for life, and not just for appliances.
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Review
#371840 Review #371840 is a subjective opinion of poster.
Loss
$989