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With Official Company Response
I have had a Protection Agreement through Sears Since 1978. Every year I pay a huge amount for all of my appliances and electronics (as long as I purchased them at Sears) to have coverage. Part of the agreement is that if they can't fix them they will replace them with...
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2 comments
Anonymous
#587566

i was thinking the same but went over my agreement and it doesnt say they have to give you the same kind we ultimately give them the choice to decide at their own discretion.

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Review
#368092 Review #368092 is a subjective opinion of poster.
Loss
$3198
With Official Company Response

Sears in San Juan, San Juan Municipio - Delivery Delay

Sears, Bayamon, Santa Rosa Mall, Puerto Rico delivery failure, two hours waiting sales 019152064545. Delivery: Roque Perez Manager: Guillermo Rodriguez Sales Person: James Santiago I waited for ensemble of a bike that I was called to be ready since Friday Dec. 14. Mr. Perez without ignoring that I was there, just continue calling clients that came after me. Mr. Rodriguez was called after I requested his intervention (again I have to request a few times). Mr. Perez suggested for me to solve the problem with Mr. santiago. There were no consideration or respect. They brought me a bike that was on the floor which it was not completely assemble. Nobody has the courtesy of apologizing for the inefficient service.
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1 comment
SearsCares
Sears Response
#583419

Dear Anonymous,

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 hear of the trouble you have encountered with your bike purchase. We understand how confusing this situation has to be for you, especially since you were promised the item already. We would like a chance to work on your behalf to ensure that this situation is corrected.

At your convenience, please contact our office via email at smadvisor@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 bike 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 (Anonymous368089) 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.

Social Media Moderator

Sears Social Media Support

Review
#368089 Review #368089 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears in Ashburn, Virginia - Delivery Mishap

I am writing to place a formal complaint about a recent delivery. I did already file a complaint with customer service and the department manage, however, I feel this should be brought to the attention of the Corporate Office as well. Recently, my fiancee and I ordered a washer, dryer and refrigerator from the Sears store located on Cottman Ave in Philadelphia, PA. We were scheduled to have everything delivered last Monday, December 10th between 1:30 and 3:30 pm. The gentlemen delivering the items (Nathaniel and Jay) were two hours late with no phone call. Upon arrival they brought the washer and dryer in and everything was fine. When they came in with the refrigerator they refused to remove the doors, thus scratching the front doors of the appliance. In addition to scratching the refrigerator, they damaged the interior walls of our living room. We sent the damaged refrigerator back and had another delivery scheduled for Friday, December 14th. Once Nathaniel and Jay left, my fiancee went to get his keys to lock the house and run some errands. We have not yet moved into our home so it is vacant. There is no furniture anywhere. This is relevant because when my fiancee went to get his keys, they were gone. We searched every inch of the house (including but not limited to our yard, the bushes, the toilets, under the sinks, etc). They keys are no where to be found. I am not saying that the keys were "stolen." I am simply saying that there were only 3 people in the house. My fiancee and 2 Sears delivery men. We are now out $741 to get the car locks changed and $150 for the locks on our house to be changed. We did cancel the order on the refrigerator. I did call Customer Service and they were very polite and apologetic. When I spoke with the Department Manager, James Rodriguez, he was rude and extremely unhelpful. He did not offer to look into anything for me. I asked him to check the truck for the keys, as perhaps they could have ended up in there by mistake. I asked him to ask Nathaniel and Jay about the missing keys and he refused, stating "our guys didn't take your keys. They go through an extensive screening process and have been here for 4 years." With all due respect, I am not stating that Nathaniel and Jay "stole" our house/car keys. I am simply stating that, perhaps, they were taken by mistake. I could easily see myself taking a friends keys thinking they were my own. What bothers me about this situation is that something was taken from my home and no one from Sears seems to care. I was not able to go to my house for three days because someone else had the keys to my front door. We are unable to park our car at our house because someone else has the keys to the car. We had to have my 72 year old father-in-law come to our home and remove the few items we has moved in. I have always shopped in Sears stores and have always been happy with the products purchased and the quality of service. I will no longer be shopping in your stores, nor will I recommend that anyone else shops there. If some type of apology, investigation, or offer of reimbursement for our losses was offered I would be less inclined to make this decision. I will be writing reviews on any site that I can to tell this story. I realize there is probably "nothing" you can do since this is my word against theirs, but the fact remains that something was taken from my home. Whether it was accidental or deliberate, I don't know. What I do know is that I am no longer comfortable being at my home because the keys to my house are in someone else's hands. I appreciate you taking the time to read this message. I hope you have a pleasant holiday season.
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Review
#368036 Review #368036 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears Appliances break,they give you a hard time about fixing it

I purchased a French Door Refrigerator from Sears 2 years ago. It has broken 4 times since. I have had to pay for 2 services agreements. Costing over $500.00. Now I have a refrigerator that cost over $1700.00 and is a piece of JUNK ! They sent a service tech out to fix it, he was here 15 minutes and told me he had to order parts. That took over a week for them to come back. I lost all my meat in the freezer that would not work. The parts came and the service tech that came out told me you don't need this part and took it with him. It was a motor for the freezer. Now he is lying and told them he put the parts in. I will NEVER buy another Sears appliance. They couldn't give me one. I don't know if this refrigerator is going to work or not.
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Review
#368015 Review #368015 is a subjective opinion of poster.
Loss
$1200
Tags
  • service tech

Dont buy at sears or kmart.com

I ordered craftman tools on kmart.com, immediately my order was cancelled as it was placed. I never even got confirmation for the order in my email, just a cancellation. I called and they said it was unavailable so it was immediately cancelled. I checked my card and sears took the money out! My card told me they (Sears/Kmart) could send a fax so I would get the money immediately. After 5 hours of talking with them they said it was sent. Long story short, they lied. They will say anything to you on the phone, they are so nice, and they will do absolutely nothing for you.
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Review
#367893 Review #367893 is a subjective opinion of poster.
Loss
$86
Tags
  • Long story
With Official Company Response

Sears appliances

Oven delivered was not as pictured on their web site. Oven door was clear glass, on web site it was the frosted white. The lower end GE oven had clear so spent EXTRA money since the 2 higher end models had the nicer white glass that matched my other appliances. Also they require... as if you have a new house...so that my electric installation that was fine for my oven the past 20 yrs had to be changed as if it was a new house. THEY WONT TELL YOU THAT when they take your order that you will have to change your electric if not a new house. It cost me an extra $325 for the electricians to come in. The two electricians and my handyman said it was NOT necessary. Now still waiting to get installation...since I am in a rush to get oven in...don't have time to shop for the one I wanted. For them to come back to install is taking a week and still waiting. I called salesperson about false advertising...(not as pictured on web). They should have given me a discount . I spent more $ for a fancier oven but they SUBSTITUTED the item. Very bad.
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1 comment
SearsCares
Sears Response
#582960

Dear YouHaveToBeKidding,

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 am very sorry to hear of the trouble you have encountered with your oven installation, and apologize for the delay in having this service completed. We understand the importance of getting this issue resolved as quickly as possible, especially with the holidays so close, and would like to discuss what options we have to assist.

At your convenience, please contact our office via email at smadvisor@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 oven 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 (YouHaveToBeKidding) 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.

Social Media Moderator

Sears Social Media Support

Review
#367880 Review #367880 is a subjective opinion of poster.
Service
Sears Installation
Loss
$550
With Official Company Response
On or about 24 September 2012 I clicked on an ad from Kmart for an inexpensive laptop. I called the 1-800 number to ask a question about the item and found myself redirected to Sears. A very nice lady answered my highly technical question and offered to complete the...
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1 comment
SearsCares
Sears Response
#582720

try2Bpositive,

I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support Team. I am very sorry to hear of the troubles you are experiencing with your online order. I can truly understand you frustrations and the inconvenience we have caused with your order. I would like to have one of our dedicated case managers speak with you to further discuss your recent experience. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the order is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (try2Bpositive) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Social Media Support

Review
#367536 Review #367536 is a subjective opinion of poster.
Loss
$500
WENT TO PICK UP IN STORE PICK UP AND PAY/PICK UP 2 LAYAWAYS IN ONE TRIP. THAT TRIP TOOK AN HOUR AND A HALF. I COULD NOT FIND THE MERCHANDISE/LAYAWAY COUNTER. APPARENTLY IT IS AN ATM TYPE MACHINE IN THE WAREHOUSE DOORWAY THE CUSTOMER IS SUPPOSED TO USE, NO CUSTOMER...
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Review
#367513 Review #367513 is a subjective opinion of poster.

Sears takes money, no product, no refund

Paid Sears for dishwasher I ordered online, paying by paypal on Sears website. Order was cancelled by me after several days, as I began to mistrust their competence. I got several calls from them, even after the cancellation. As late as two weeks later, they tried to deliver just the installation kit. No dishwasher, just the kit! Sears has not refunded money, and now pretends they can't find it. Paypal confirms the money was sent to Sears Holding Company, and my account shows it was withdrawn. Spoke to customer service, with no effect. In fact, if they didn't owe me nearly a thousand dollars, it would be funny as they are incompetent *** Filled complaint with paypal, now thinking of wire fraud complaint and civil suit. The only way I would do business again with these crooks is for cash as I hold the purchased object. Under no conditions use their website.
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Review
#367444 Review #367444 is a subjective opinion of poster.
Loss
$924

Sears.com return, no refund

Ordered a "sold by Sears" Lionel train 11/23, received and returned 11/30 and was told it was a marketplace item instead of sold by Sears, and that it had to be sent back and I'd get a refund later. The Sears store went ahead and returned the item for me, giving me a return receipt stating I'd receive a refund in 2-3 weeks from the marketplace vendor (that I never agreed to purchase from a 3rd party vendor, my original confirmation states I purchased "sold by Sears"). Needless to say, I have not received a refund and now they say I have to go back to that Sears store and tell them they have to refund it to me. Ridiculous. I have contacted my credit card company and filed a dispute claim, as Sears obviously has no intention on giving me any kind of refund and just keeps running me in circles.
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Review
#367423 Review #367423 is a subjective opinion of poster.
Service
Sears Claim
Loss
$138