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Sears in Los Angeles, California - False Adv & Customer service transfer me to wrong person

11/22/12 We visited the store to shop for a refrigerator. Liked the Samsung 26.0 cu ft side-by-side. Was told that we could purchase it online through 11/26/12. See 2 attached pictures: SUPER BUY 11/11 thru 11/26, and $1199.99. 11/26/12 Searched Sears.com for Samsung 26.0 cu ft side-by-side refrigerator White and got 2 results matching Samsung, 26.0, and white: one was for $1199.99 and another was for $1399.99 (attached). We made the online purchase for the $1199.99 because a) the $1199.99 matched what we saw on the price tag (attached) and b) the model number 33152 matched. 11/27/12 We realized that the online pictures for inside the refrigerator of the refrigerator purchased did not match what we actually saw physically at the store. 11/28/12 Called 800-349-4358 and talked with Sheena, then Mae, then Lizzy ID 995613. All 3 representatives were surprised that model 33152 was pointing to the 26.0 cu ft we purchased and to a 25.5 cu ft (attached). The pictures for the 25.5 cu ft actually matched what we saw physically at the store. They were all very nice but did not have the authority to help us. Lizzy ID 995613 advised us to email in and explain our situation, again, because your department would actually have the authority to help us. When we went back to the website to print out evidence that model 33152 was pointing to both the 26.0 cu ft and the 25.5 cu ft, the 26.0 model number was already updated. We purchased the Samsung 26.0 cu ft side-by-side refrigerator white $1199.99, believing that we were buying the same model we saw at the store. We thought the $1199.99 price was extended to all colors since stainless steel is usually more expensive than white. The one we saw actually turned out to be a 25.5 cu ft. There were errors in the model number and also the description of 26.0 and 25.5 cu ft. We purchased this refrigerator for the new house. We are not that superstitious but we want everything to go smoothly without a hitch. 11/30/12 I was very pissed that the customer service rep transferred my call to a "Middle School" when I were trying to ask for correct email address for the complaint department. The rep name is Sheena W. This showed that they are very unprofessional when dealing with customer care.
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Review
#363666 Review #363666 is a subjective opinion of poster.
Product
Sears Website
Loss
$1199
With Official Company Response

Sears in Port Washington, New York - Lack of Delivery of Dryer

I am getting the run around with the delivery company and customer service depts. I made 4 calls today and still do not have any satisfaction. I paid $180 for delivery of my new dryer scheduled for Nov 30th. I have been told it will not be delivered and the delivery dept was very rude and hung up on me. Full Story: I called delivery this morning to see when I would be getting my new dryer delivered on Nov 30th per my receipt. I was told that their system said customer would pick up and that I needed to call customer service. I called customer service who said their system said home delivery for Nov 30th and they corrected the problem. I should get a call with the time of delivery between 6 and 8pm tonight. At 7pm I called delivery and she advised me that their records showed pick up at the store. I explained what happened and she wanted to transfer me again. I asked to speak to a supervisor and she said there was nothing she could do and she was transferring me. I asked her to stay on the line with customer service so we could straighten this out and she hung up. Customer service now tells me shipping on Nov 30 and delivery of 12/7. I should get a call on 12/6. I asked for something in writing and she said wait for 12.6. I am not happy with this run around and want my dryer delivered as promised 11/30 or as soon as possible not 12/7. Who can help me? Apparently there is no customer service and managers do not care to help pissed customers.
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3 comments
phyllisangello@aol.com
#587588

Update: Cancelled sears order and went to PC Richards....had the new dryer in 2 days and price was even better! Thanks PC richards@!

SearsCares
Sears Response
#577295

Phyllis,

We are very sorry to learn of the delay you are experiencing with receiving your dryer. I can understand how upsetting it is to be given different information by different people about your delivery. We truly apologize for any inconvenience this has caused you. I would like to get you in contact with one of our dedicated case managers so that we may follow up with you to learn the outcome of this and help any way we can.

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 dryer was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (phyllisangello@aol.com) listed on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

phyllisangello@aol.com
#587590
@Sears Response

We cancelled order and went to PC Richards...had a new dryer in 2 days...Customer Service cancelled order within minutes....why couldn't I get a delivery date that fast???

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Review
#363450 Review #363450 is a subjective opinion of poster.
Service
Sears Shipping Service
Loss
$600
I purchased a Sears 18" Craftsman chainsaw and a extended warranty plan.The chainsaw broke down so I sent it in for service. The repairman called me and said that they could not fix it for free under the warranty plan. They wanted me to pay for the repair because they...
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1 comment
Anonymous
#1285963

does Pullman own stihl

Review
#363420 Review #363420 is a subjective opinion of poster.
Service
Sears Repair
Loss
$160
With Official Company Response

Sears took my money

I ordered a dishwasher on cyber monday at a great discount. It was in stock. I even selected a delivery time - for tomorrow. Today, I received an email saying there was a problem with my order. I checked my payment method (paypal) and they did pull my money, so that wasn't the issue. I called customer service and they offered to replace the order at the full price minus 10% because it was cancelled. Why was it cancelled? An inventory issue. But if I go to the website now, it shows "in stock" for the exact same zip code, with a delivery time of 2 days from now. 8 attempts to transfer my call to "online service" failed, and no one is able to help me. I'm going to blanket the internet with this story and call my my state's attorney general's office. This is illegal!
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1 comment
SearsCares
Sears Response
#576362

jeffv2718

My name is Liz and I am a member of the Sears Social Media Support team. I saw your post today and wanted to reach out to you to offer our assistance. I am very sorry to see that you had such a disappointing experience with your online order. It is frustrating enough to encounter any trouble with online purchase, much less to be charge for the item due to a cancellation. We would very much like to connect you with a dedicated case manager to further discuss your situation. 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 a contact number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (jeffv2718) 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
#363402 Review #363402 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$720

SEARS Online -- Bait and Switch Followup

This saga continues. After getting the last two orders placed-I kept checking the order status online. It changed from processing to "Shipped" -- I was elated. On the day of the promised delivery date, Nov 27 the website changed from "Shipped" to "Delivered." There was nothing "Delivered" so I called Sears Customer Service and, after all the standard enquiries, explained what was going on. The gentleman apologized, as all of them are taught to do, and after putting me on hold for several minutes explained that he would take care of the issue and send me an email -- although I pleaded to no avail. Then I waited to no avail for the email. I called again the following day and spoke with a young lady who told me that there had been nothing annotated in my order status and that she would annotate it as a "Missing" order and that it would be resolved in 7-10 business days. I told her that I had a deadline and that would not be acceptable. I asked to speak to someone else and she told me that she had the same authority as her supervisors and that they were not authorized to call anyone outside the call center. I asked her to please tell me who was supposed to have shipped the computers. She told me that the computers had been ordered from another company and she did not know what company shipped them as there was no information in my order status. I asked her how they could keep updating my "Order Status" page based on no information. Of course she could not answer. When I explained what I wanted to do with the computers she gave me the name of the company that was to provide the computers (not Sears as was requested). She'll probably get fired for that. It took me quite a while to locate a phone contact for this company but I found one at the bottom of the web page and tried that -- after a number of attempts--a young lady answered the phone. I told her my story, she told me that she would help but that she would need Sears' order number. So I called Sears again, explained the situation and was finally referred to something called "Online Solutions" -- I thought this was going to be the major breakthrough. Wrong again -- the "Online Solutions" lady told me that since there was no information in my order that she would have to refer me to "Offline Solutions." I asked her how long that would take and she told me 24-48 hours. I explained my deadline and pleaded with her to let me speak with someone in "Offline Solutions." She told me that they only work via email and that she doesn't have a number to contact them. I cannot believe Sears is still in business and I really hate to see such an American icon destroyed by such poor management. I've given up hope on getting the remaining computers in time to meet the Dec 3 deadline and sent an email advising the school in Belize that they will not be receiving their full computer lab before Christmas.
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1 comment
mbaisden
#576463

Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding.

You are not currently in a chat session.

Hi, my name is Randy, and it is my pleasure to assist you today.

Randy: Hi, MBAISDEN! I see you have placed an order with us. While I am pulling it up, please tell me how can I help?

MBAISDEN: I have made multiple complaints about the two orders 43036xxxx and 43036XXXX My Order Status says they are DELIVERED but they were not delivered. I want them both cancelled and the amout credited back to my account.l

Randy: Good Evening, mbaisden.

Randy: I am sorry to hear that you want to cancel the order.

Randy: May I know the reason for canceling the order?

MBAISDEN: There are multiple orders -- I explained that my delivery deadline was before 3 DEC. That obviously isn't going to happen -- so the two orders that I gave you need to be cancelled.

MBAISDEN: Your folks tell me that the orders are missing any information and it is with the OFFLINE SOLUTIONS group. I was supposed to have received an answer by now, but that hasn't happened either.

Randy: I understand your concern and this is very unusual. Please accept our apologies for the inconvenience caused.

Randy: For verification purposes, may I have the full name on the account and the billing address along with the email that was used to place the order?

MBAISDEN: xxxx

MBAISDEN: xxxxxx

MBAISDEN: xxxxx

MBAISDEN: xxxxx

Randy: Thank you for confirming the order details.

MBAISDEN: I was also supposed to have received a phone call from SearsCares social media rep, but that hasn't happened either.

Randy: Please allow me a moment while I check this information.

MBAISDEN: I went to Best Buy and bought the items I needed tonight.

Randy: Thank you for waiting.

Randy: I appreciate your patience.

Randy: MBAISDEN, I am sorry to know that you have not received your orders. As per our records you have contacted us on 11/29/2012. It will take 5-7 business days to work on your order and get back to you.

MBAISDEN: I no longer require the product, please don't bother working on it any more just credit my account.

MBAISDEN: I have contacted your office multiple times regarding these orders not just yesterday -- check pissedconsumer.com for details.

Randy: I will attempt to cancel the order for you by notifying our warehouse that you have changed your mind. However, the ability to cancel the order will depend on if the order has already been prepped for shipment or not. We will send you an

email within 5-7 days to inform you if we were able to cancel or not. In the event the order is not cancelled, please follow the return instructions on the pack slip on how to return.

MBAISDEN: Should not be a problem since there is no information related to the order ever being shipped -- I paid extra to have it arrive at my home on 27 Nov -- it is now 30 Nov. I just don't understand how the My Order Status page was updated

if the order information is not available.

Randy: I have sent the cancellation request to cancel the order. We will inform you within 5 to 7 business days via email if we were able to cancel the orders or not.

MBAISDEN: There is another order listed on the My Order Status page that indicates "SHIPPED" I told your folks that that order was received on Saturday but the page is still not updated.

Randy: May I have the other order number please?

MBAISDEN: 426988817

Randy: Thank you.

MBAISDEN: I also freceived another order that never made it to the My Order Status page -- I don't have that order number but my card was charged for it. That one arrived via FEDEX the other via UPS.

MBAISDEN: It was for 9 ACER laptops with 10.1 inch screen.

Randy: MBAISDEN, you have placed an order for Dell Latitude D630 Laptop - Windows 7 Professional, Intel Core 2 Duo 2.0GHz, 2GB, 80GB, DVDRW, (Refurbished) and this item is sold and shipped by zoomusa. The order has been shipped and the tracking number is 984349415018495.

MBAISDEN: Yes -- I received that order on Saturday. I've told them that since I called on the evening of 27 Nov.

Randy: MBAISDEN, did you receive the Dell Latitude D630 Laptop - Windows 7 Professional, Intel Core 2 Duo 2.0GHz, 2GB, 80GB, DVDRW, (Refurbished)?

MBAISDEN: Yes -- I received that order on Saturday. I've told your folks that since the evening of 27 Nov. I've told you three times in this chat. Yes. I received that order.

MBAISDEN: I have also received another order that has not been listed in My Order Status page. That order was received

Great news. Your order number 429705996 has been delivered!

Randy: Let me check the order and help you with the details.

MBAISDEN: I'm beginning to think I'm talking to a machine -- are you really a LIVEPERSON?

Randy: MBAISDEN, I am a real person.

MBAISDEN: Great -- I don't need any details for the orders that I have already received -- I'm just letting you know that the "MY ORDER STATUS" page has no relationship to any reality.

Randy: To list the orders on your order status page you need to place the order through your profile. Since this order is placed by one of representatives and these orders will not show in your profile.

MBAISDEN: Not true. I placed all of the orders online except for the two that I am asking you to cancel -- those I went to the local Sears store.

MBAISDEN: I thank you for your time and I sincerely hope that we don't lose another American icon -- Sears used to be a great store.

Randy: May I help you in any other way today?

MBAISDEN: No thank you. Good night.

Review
#363318 Review #363318 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$4500
Tags
  • young lady

Sears in Cornwall, Ontario - SAMSUNG 3-DOOR S.S. FRIDGE NIGHTMARE

My husband and I over the years have bought furniture, appliances, booked cruises, vacations, clothing, gifts etc., couldn't total everything but spent certainly several tens of thousands. Always happy with products and service......until this last year. Since we moved to Ontario we have bought and had serviced once or more the following new items within the past few months: Samsung stove, Lawnmower, Central Vac., Samsung fridge. The current unresolved problem is the counter depth 3-door stainless steel Samsung fridge. Inside the freezer drawer ice and snow cover everything. The problem ebbs and wanes. Ice blocks form on the metal tracks the drawer runs on and when the drawer is opened pcs fall off onto the wood floor. Problems started around the 6 month mark. Repairman came first time and returned to replace the drawer seal as well as both metal tracks. Problem returned one month later with a vengeance. Repairman returned again this time took photos and said would have a reply within 2 days. One month later I had was still waiting. Call repairman lest messages with no response. Called Sears Service again who also sent repairman an email to follow up saying they could do nothing without his report. We have been on this merry-go-round for a couple of months now. This is completely unacceptable. Last call we made was November 24th advising Customer Service that we would give 10 days to resolve this problem. My research indicates that Samsung's compressor/motor is insufficient for the job. There is no fix - it is a design flaw. We will take this to News org's, journalists and as well as online media to get resolution. The clock is ticking.
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2 comments
M. Allan
#587512

Follow-up re above. Re'd call from Sears management within the 10 day deadline.

Fridge was promptly replaced. Satisfactory outcome with Sears service, we will continue to purchase from them.

Will no longer buy Samsung kitchen products.

M. Allan
#575635

.

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Review
#363317 Review #363317 is a subjective opinion of poster.
With Official Company Response

Sears charged credit card and did NOT deliver product

Against my better judgement I placed an online order with Sears and received ONE of the two items yet was charged for BOTH items! When I contacted Sears Customer Service I was told "Too bad, I don't believe you, Sears would never make a mistake like that!" And, the "customer service agent" hung up on me! I called back and was told, "not my problem!" then I called a THIRD time and was told "we will have to research this and see if we can refund your money!" REALLY? I ordered the items, recieved ONE of the items and was charged for both! This is unbelieveable! I will be contacting the BBB regarding this incident and will be filing a fraud complaint with my credit card company. To be treated in this manner by Sears is unacceptable!
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1 comment
SearsCares
Sears Response
#577323

Greeneyezpa,

Hello my name is Zenaida and I am part of the Sears Social Media Support team. I came across your post and wanted to offer our assistance. We are very sorry for the mix up with the order of your drapes. We realize how upsetting it is to have received only half of your order, but to have been billed for the entire order. Please know we would like to look into this matter and get it straightened out for you.

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 your order was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (greeneyezpa) listed on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

Review
#363286 Review #363286 is a subjective opinion of poster.
Loss
$16

Sears cancelled my early bird Black Friday purchase too!

After getting an email from Sears with the subject, "Why wait till Black Friday?" soliciting early bird Black Friday Deals in store and online, I purchased a 21 cubic inch Kenmore Refrigerator for 499.99 on Thanksgiving Day. I was expecting delivery today 5 days later. When it didn't show, I called Sears and learned why- they had cancelled my order! Why? because of the great demand they were out of stock. While on the phone with customer service, I checked online at Sear.com and looked up the refrigerator and there it was! The same refrigerator and it listed "IN STOCK" Customer Service confirmed it was in-stock and apologized, yes, the fridge is in stock and I can get it but I need to pay the new higher price of $799.00. I am upset on so many levels. I can understand that there are limited supplies of these door buster items. I get that. But a purchase was made. Other items I tried to purchase that same day showed out of stock but this one was in stock when I purchased and is still in stock if I give them more money. Sears not only used deceptive advertising but they practiced unfair competition. If I had been notified that the product I wanted was out of stock, I would have gone to other retailers on Black Friday or even Cyber Monday and purchased one. But I have missed that opportunity because of Sears' deceptive practices. Customer Service was not helpful. I tried for several hours to get a resolution to my problem but Sears customer service read from a script, transfer me to Canada, put me on hold for 45 minutes, intermittently came back on to apologize they could not transfer me to a supervisor or give me a different number to call to have someone help me. I was basically stonewalled. The only solution they could offer was pay the new higher price. That's not a resolution, Sears. I won't shop here again. I am shredding my Sears rewards Card.
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1 comment
nikalseyn
#575738

I am not surprised. Sears is now a failing company and should really be avoided.

They are no longer the Sears, Roebuck & Co. we all remember.

In your case, they basically scammed you by confirming a sale to you and then arbitrarily cancelling it for an apparent spurious reason-------they still had the item in stock. Let this be a lesson to anyone who still thinks Sears is reputable, honest and a good place to buy anything----------it is no!!

Review
#363272 Review #363272 is a subjective opinion of poster.
Loss
$799
With Official Company Response

SEARS: WORST shopping experience EVER!

I bought a dishwasher on sale at Sears.com last Friday November 23rd 2012 (Black Friday). My order was confirmed but after a few days (we are now November 29) I was surprised that Sears didn't contact me regarding the installation of the dishwasher. I go online to check my order and discover that it was cancelled WITHOUT NOTICE on November 26, 2012. I immediately call Sears customer service to understand why my order has been cancelled, how they can help me get a similar product for a similar price, and recoup my $500 gift certificate that I used. The lady tells me my order has been cancelled because it is out of stock. Yet my order had been confirmed on Friday and - ironically - she tells me that I can by the same product for $200 more if I wish to. So I guess they do have it in stock?? She later points me to the terms and conditions of the website - pages long - without refering me to any specific clause, despite my asking. She ignores my request to get a discount on the same product or another product, or a price adjustment, or any suggestion their customer service would have to compensate me for this unilateral unwarned cancellation. The women persists in refusing to provide me with any form of compensation for the damage I incurred: basically lost the opportunity to buy a dishwasher on sale (all sales are over by now and they never gave me a headsup so I could get an alternate product while sales were going on), have to now buy the dishwasher for almost double the price, and no help in getting my money back from my gift certificate. I do almost exclusively all my shopping online and screw ups happen once in a while. But i have never had a vendor respond so poorly to inavailability of a product (which by the way, I insist, the product is actually still available on Sears website!!) or offer zero compensation for the damage caused (I now have to buy a similar dishwasher for at least $200 more). This is the worst service ever!! I still hope that I can at least recover my $500 one day (and unfortunately have to spend it with Sears or one of their affiliated brands since it came through a gift certificate). Very very very disappointing.
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1 comment
SearsCares
Sears Response
#577339

Disappointedwithsears,

Please accept our sincerest apologies for the mix up with the purchase of your dishwasher. I understand how disappointing this must have been to discover the cancellation of the order of your dishwasher. Please know we are truly dismayed to learn of the poor service you received while trying to get help with your order. We are perplexed as to what could have happened and would like to look into this for you.

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 dishwasher was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (disappointedwithsears) listed on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

Review
#363265 Review #363265 is a subjective opinion of poster.
Service
Sears Installation
Loss
$553

Sears in Kannapolis, North Carolina - I was SCAMMED!!!!!

I ordered a mattress, I was told I would be getting a free boxspring from the agent. She repeated the items on the receipt, asked for my card, and placed my order. SHE LIED!!!!!! I received the receipt in the email and saw that my free box spring that Sears advertised was not on my receipt!!!!!!! I wasn't getting what I paid for!!!! Sears would not honor their ad and would not honor WHAT I WAS AGREEING TO GET!!!!!!! They said their ad was for a free box spring for a certain type of mattress... well, then why did she agree to give me a free one? Why wasn't that on the ad? False advertising. Scary!!!!!!!!!! They didn't even offer to make it right. I got cut off four times and immediately was sent to take some sort of customer service survey. I'm taking my business to Macy's!!!!!!!! WHAT A NIGHTMARE!!!!!!
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Review
#363249 Review #363249 is a subjective opinion of poster.