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With Official Company Response

Sears washing mechines ans service

bought a Maytag washer from sears this junk has broken down more times than it has worked sears service is non existant the first time time the repair man laughed at me and then said the machine can only do synthetics with synthetics , cotton with cotton etc. the next time it went down the repair man told me it was fixed he did not even get down the driveway it was out again after 12 weeks one finally got it right . it lasted for 2 years and is down again Tuesday we made an appointment to get it fixed that was Nov.27 2012 after waiting all day we received a recorded message saying they were running late after another 4 hours of waiting they were a no show my wife called and they said they had what amounted a bad day. the appointment was re-scheduled for Thursday Nov.28 it is now 6:30 on the 29th and they have not got here yet. Maytag washers are garbage and sears service is non existent.
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1 comment
SearsCares
Sears Response
#576716

Anonymous1936,

Please accept our apologies for the continued frustrations with the repair of your washer. My name is Liz and I am with the Sears Social Media Support team. I ran across your post today and wanted to offer our assistance. I understand it can be very frustrating to purchase a washer and it constantly needs repair. In addition, I can see how irritating it can be to *** from work and our technician never showed up for the repair. I would like to have one of our dedicated case managers speak with you on this issue. 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 washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous1936) 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
#363755 Review #363755 is a subjective opinion of poster.
Tags
  • repair man

Sears are a bunch of crooks

We made orders and it has taken 6 days to get a tracking number, it does NOT track. You call and speak to someone in OBIE DOBIE, no thanks. They see the same thing we can see via computer on the freaking site! They will cancel orders, then you have to wait for your money 5 o 7 days because they take it right out! If the place you order from is not Sears and they are selling it for them, the double the shipping. These bastards are CRAZY. I served in the service and have NEVER seen anything like them. Why are they not going out of business. At least Walmart is cheaper will make things right and usually gets things to you fast. Frankly, I would like to slap some of those *** people. To this day it has been a year my old lady has not got a refund from them saying they did not receive a return. We thought we would try them again this year. OH GOD! NO Another big hassle, order canceled on one item and the tracking not going on the others. We will look EveryWHERE before we ever make another purchase from them.
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Review
#363699 Review #363699 is a subjective opinion of poster.

Sears totally messed up on line order

totally mixed up delivery! I ordered 4 items online for delivery to my house in Kitchener.. UPS called to ask my address and unit number of my condo(both of which I supplied upon ordering). I received a call from Sears in Cambridge to tell me half of my order was there.???? I then received I piece of my order and 4 items that belong to someone else. Now I am told to bring these items to the Kitchener sears so that they can give them to the person who purchased them!!! I shopped on-line to save me from going to the mall! Can only imagine what is going to go wrong with the rest of my order that is in transit.????? NEVER again!
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Review
#363690 Review #363690 is a subjective opinion of poster.
Loss
$230

Sears/K-Mart

Never order from Sears if it is from another place. Like private island etc. They was going to charge twice the shipping amt. It was going to be $12.00 for 2 small items that sost less. I went straight to the site and place an order there for half the shipping. I got priority shipping for $5.65 and they were just going to send it regugar mail. They are messing up orders and charging double for shipping somebody else's stuff and pocketing the money, not passing on a savings to their customers. We have not made an order in a long while because of screwed up orders and saying they did not receive a return(with their own return label) item. They are crooks, they do not know what is going on and now around Christmas and its busy, they cannot even give a tracking number that works. We are finished with them now. But, NEVER order anything through them that you can get straight from the place thet are selling it for. About K-mart, they will cancel orders!! They are both CROOKS< CROOKS
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Review
#363685 Review #363685 is a subjective opinion of poster.
With Official Company Response

Sears.Com - buy online, pickup in-store, and we'll charge you shipping anyway!

I ordered a Lemax Christmas piece on-line and wanted to pick it up in-store to avoid shipping charges. So I placed my order, and when I got an email about it, there was a shipping charge. I emailed them to have it removed and they informed me that it wasn't at MY store, so they had to ship it there, thus the shipping charge! I could find NOTHING on the site to alert me to this and they have refused to remove the charge. Worse, they tell me that they are grateful I took the time to offer them feedback and they're 'sorry' for my confusion... they'll take this all in to consideration for the future. Sure... I bet.
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1 comment
SearsCares
Sears Response
#576384

Dear Dandelyn,

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 placing an order much less to be charge for shipping when you requested the option of ship to store. 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 order was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Dandelyn) 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
#363683 Review #363683 is a subjective opinion of poster.
Loss
$8

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