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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

Sears in San Rafael, California - No follow up notifying that ordered and paid for item not available

We waited for several weeks to get our ordered item, the promised arrival date of item came and went, item never showed. Finally emailed and called Sears to find out why we had not received our order. The customer service representative was helpful enough, informing us that the item is not available, and will not be available in the foreseeable future, and that it will take 14-21 days to get a refund for an item that they did not have available in the first place. We are very disappointed in Sears, at the very least Sears should have informed us that the item is not available. Anyway, this is not the first time we have had trouble with Sears, we now know to steer far away from that store.
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Review
#367412 Review #367412 is a subjective opinion of poster.

Sears.com Can't Count to Six.

Update by user Jan 14, 2013

After fighting Sears for several weeks, they suddenly agreed I was right. Shipped my order and gave me an additional 25% off and a $25 Sears gift card.

So I am pretty pleased. But none of it would have been necessary had they simply got the order correct in the first place.

Original review posted by user Dec 14, 2012

I ordered 5 Craftsman bar stools and 1 tool bag via Sears.com. I receive the tool bag and one bar stool. They then send me a confrmation that the order is filled. I send them an email and they say they will check UPS. BUT they never shipped it by UPS. Their own confirmation shows two packages shipped. One stool and one bag. So I call them. They say they will "investigate" and get back to me within 8 days! So I go to a nearby Sears store. They tell me Sears.com is contracted out and they cannot help me. But Sears.com will "escalate" the issue. Total crock.
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Review
#367393 Review #367393 is a subjective opinion of poster.
Loss
$39

Sears in Arlington, Virginia - Unreliable vendor, horrible customer service

We ordered a fridge from Sears.com on Dec.3 with delivery scheduled for Dec.9. Our credit card company approved the transaction on the day of purchase, however Sears.com did not process the order. All of this we found out on the day of scheduled delivery, which obviously did not happen. The question is why Customer Service from Sears did not bother to call us about it. We lost a whole week without a fridge and had to cancel the order, since they could not fulfill it without having us wait for another week. We'll never purchase anything from Sears again due to a very unreliable and horrible customer service. We actually bought this item from another vendor and got the delivery within 2 days without issues.
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Review
#367131 Review #367131 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears has not refunded my money 9 business days and counting

I purchased a freezer online for store pickup. Funds were withdrawn from my account by Sears immediately via PayPal. I cancelled the order before picking it up and received a cancellation notification email to that effect from Sears. The email indicated my refund has been "promptly" processed back into my account. Needless to say, this is the 9th business day and I still have not received my funds. I call Sears customer service and I an getting the run around. Now the latest person says, wait, it takes 7 - 10 business days to "process" the refund! Yet it took them seconds to withdraw it from my account. If I don't receive my funds at the end of the 10th business day, I will be seeking an attorney. This is the last time I will ever purchase anything at Sears, ever! I don't care if they offered the cheapest prices.
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2 comments
Anonymous
#591058

Sears still hasn't refunded my money and it's now been 29 days. I've spent hours on the phone and I keep hearing 7 to 10 days even after they admit they screwed up.

Sears should be out of business. Don't shop at Sears.

rreastman
#604974
@Anonymous

Sears took my money over 21 days ago...I have spent hours on the phone and it is just making me sick...they keep saying it has been processed and just wait another now2 7 to 10 business days...I just found out they just now today are trying to track the processing... I don't know what to do...

I bought a hot water heater and cancelled it the same day..they took the money anyway and have been giving me the run around ever since.I can't get any higher than the blue ribbon customer team.. does anyone know how to talk to someone who can actually help and how you can talk to someone higher than these inept people?

it is driving me crazy not to mention not having any hot water and can't get a new tank until the money is returned... HELP

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Review
#367105 Review #367105 is a subjective opinion of poster.