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Sears review in San Diego, California: Worst company, worst customer service and no sense of responsibility

I ordered a chelsea sofa on 1st december . Got the order confirmation and delivery details as well. On 3rd of december I got mail that my order has been cancelled because that sofa is not in stock, I checked it online and it was available but for much higher price. I called Sears to ask why they have cancelled my order if they still have it in stock they replied it is because my sofa is sold by third party and it has been cancelled by third party (DA Stores) without any reason, and lady in sears told me to contact DA stores directly (I dont understand why should I contact DA stores if I made payment to Sears). However, I call DA stores, they told me that its not their responsibility to provide me sofa now because the price has been increased and if I want that sofa I have to spend more then double the price of it. (Then why did they put it on sale.) I again contacted Sears and they said that its neither their responsibility to provide me sofa now and I have to reorder it (what is the guarantee my order wont get cancelled again). I dont understand whose responsibility is it to deliver my sofa(Then why did Sears took money from my account if they dont have responsibilty). It is still available on their website and DA Stores only selling it. I really feel cheated. :( :(
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Review
#364986 Review #364986 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$500

Sears ship to store? would be faster by pony express

On 11/22/12 I ordered a toaster over marked down due to black thanksgiving deal. I was being frugal, hence chose the ship to store option. Well it is now Dec. 5 and I still haven't heard when I should be picking this up. I was curious, and checked my account at sears for any updates. It stated that the email would show up the 5th, I checked the next day it said it would show up the 10th. This is ABSOLUTELY RIDICULOUS! If I would of know it was on the slow boat, I would of chosen ship to home, it was only 5 bucks. I WILL NOT BUY FROM SEARS ONLINE AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Review
#364981 Review #364981 is a subjective opinion of poster.
Loss
$32

Sears/ Cymax Worst experience ever

I went online at Sears website and ordered a bedroom set for my grandson, they delivered it to me instead of my daughters home, it came in at least 50 peices and a 100 screws etc! When I complained about the shipping being sent to wrong address Sears said once I paid for it on their site with a sears credit card it no longer has anything to do with Sears?? so they said call the company Cymax~ I did and to no avail I have rec'd no return phone calls so my suggestion to all is do not buy anything from Sears on line that you can't pick up in their store!! really pissed
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Review
#364976 Review #364976 is a subjective opinion of poster.
Product
Sears Website
Loss
$350

Sears appliance warranty

I bought a top of the line, high priced dishwasher made by Bosh from Sears. It has repeatedly malfunctioned. The wait for a repairman to come out is at least 10 days. The last time a repairman came out, he told me I was lucky, some people wait 2 weeks or more. Now the dishwasher is out again and I will be washing dishes by hand for another 10 days (at least). Good thing it wasn't my freezer. I'd be looking a a lot of ruined food. Sears should be forced to disclose the wait times for repairs when they sell their extended warranties.
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Review
#364873 Review #364873 is a subjective opinion of poster.
Loss
$1000

SEARS ONLINE CUST SVC TERRIBLE

Ordered a Beautyrest mattress that had a free boxspring included. When delivered, NO boxspring, after talking to 1st cust svc rep-no problem, it will be resolved in 72hr. That hour came and went. Called cust svc center, got bounced around to 4 people, disconnected twice, when I asked to speak with a supervisor. Was told to hold again for a case manager, mind you after being on the phone 75 min, who never appeared. They kept wanting me to purchase the box spring for $700???? Next time I will just deal with Macy's and stay away from their B.S.
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3 comments
ambitious1535
#581770

In the store or online the ringing or processing of a matress sale can be one of the most complex sales at Sears simply because if you don't pay attention to detail the transaction is screwed. Smart move with the screen shot and confirmation paper work.

Push them til the problem is resolved. Report your experience to the Better Business Bureau.

Anonymous
#581457

We just bought a mattress during the alleged "FREE BOX SPRINGS" event for Thanksgiving. I have called & emailed with no success.

They say I didn't order box springs, but they can help me order some, but I have to pay them. Another email exchange was that they couldn't find that they had a free box springs sale, so I sent a screen shot from my computer history showing the sale.

Then they say I didn't place the order before the deadline. (I have my email confirmation with date & time.)

Larry M
#581044

Have recently gone through the same exact treatment, and i too have posted here in regards to it, still after 6 months nothing has been done. absolutely pathetic customer service.

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Review
#364717 Review #364717 is a subjective opinion of poster.

SEARS.COM----- BLACK FRI. ADS ARE BAIT AND SWITCH

I purchased dishwashers through Sears.com on Black Friday. They accepted the order and we paid in full. We received a security email to call them which I did. I confirmed the order with two different Sears reps. They said a confirmation email would be sent shortly. They later cancelled the order without refunding my money. I called to find out why and no one could tell me, "but I could repurchase now at the original selling price". This is REDICULOUS! They said they would escalate this issue, but I doubt it will do anything. TOTAL FRAUDULENT ADVERTISING AND SALES.
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2 comments
ambitious1535
#581773

Besides ignorance their inventory computer system does not alway talk to the registers in store or the warehouses. Sounds like an out of stock issue that the "system" cancelled.

But if they can program an online order system to cancel an order for out of stocks they can program the computer to refund money as well. One other thing, many hardcore Sears selling tactics include simply asking the customer to buy at what ever price and/or when given options always offer the customer the highest price item first.

This is especially true when offered service contracts. Follow through and good luck

David
#578520

Anonymous1937,

Please accept our apologies for the mishap you have experienced with your online order. My name is Liz and I am a member of the Sears Social Media Support team. I can truly understand your frustrations surrounding the cancelation of your order and not being refunded in a timely manner. 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 (Anonymous1937) 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

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Review
#364647 Review #364647 is a subjective opinion of poster.
"I regularly shop online and this was my first purchase from Sears. After researching many other online stores and sites for particular icicle lights, I found Sears to be the only merchant that stated they had them in stock and available - that is why I ordered four...
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Review
#364580 Review #364580 is a subjective opinion of poster.

Sears cancels Black Friday order 2 weeks later

Condensed version - order a 60" SHARP AQUOS tv for the advertised price of $688- SEARS lies about order - finally cancels it, says they can't ship. Sharp says the TV is available and not discontinued. SEARS LIES and I'm screwed! 11/23/2012 Order placed Order 431106922 2:05 AM (on-line sale started at 2:00 am Black Friday) 11/23/2012 Order confirmation received from Sears 11/28/2012 Email sent to Sears asking for confirmation of shipping since they don't proactively send any more emails Received email saying order not available - cancel order as an option (BS!) Spoke with Michael K - order placed on back-order Received email from Michael K confirming order placed in back order (HE LIED) 11/29/2012 Call from Cynthia from Sears regarding account information, visa, to verify. Said order would be released (SHE LIED) 11/30/2012 Emailed Sears requesting update on shipping information (since they don't send anything) 12/2/2012 Email from sears saying order was cancelled! (WTF?!?!?!) 12/3/2012 Contacted GAV (ID 24200) said he could not fix order nor offer replacement for same price (LIES) then he disconnected from me. I Contacted Matilda at Executive offices - only offered a 15% discount but said can't get TV (LIES) Lest expensive SHARP they'll ship is $1399 (-15% = $1189) that's $501 more than I should have to pay! I have since received email confirmation that the SHARP TV is still in production. I have filed a BBB complaint and also informed COSTCO and BEST BUY how Sears's deceptive advertising cost them a sale on black Friday. I'm screwed out of a discount on the TV since I assumed sears would deliver. Won't make that mistake again - NEVER WILL I OR MY FAMILY SHOP AT A SEARS or SEARS affiliated shore again.
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1 comment
Anonymous
#580400

We have a VERY similar story. We are shop your way rewards members and were invited to shop early black Friday deals.

We, along with numerous others, showed up to Sears to snag our deal. Well after waiting around for over 4 hours - employees didn't understand the promotion, we finally got an employee to explain it was an online offer only. The on line counter didn't cioncide with our time zone further causing issues.

Finally, I snagged my 32 inch TV for $98

I paid for it and was told that we would get an email to pick it up at a store. after no email, numerous calls we still have no TV and they still have my money!!!

we were offer to buy the same TV we ordered for $198.88! There reasoning is the stock was limited and just wasn't available....BUT IT IS NOW AND I WANT THEM TO MAKE GOOD

Review
#364511 Review #364511 is a subjective opinion of poster.
This is the second time I have experienced horrible experience with the Sears/Kmart Shop Your Way rewards. Last year I placed one order through Sears/Kmart for many items and attempted to use my rewards balance but was unsuccessful and believed I had committed an...
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Review
#364414 Review #364414 is a subjective opinion of poster.
Service
Sears Rewards Program

Sears review in Stafford, Virginia: Lied to, hung up on, told its not their problem

On Saturday November 24,2012 my husband and I purchased a mattress from our local sears to be delivered on December 1, 2012 between 2:30-5pm. As we were told to do since we were replacing a waterbed we drained the old waterbed and waited for our delivery. At 6 pm I called the delivery number and was told sorry they were on delivery number 12 and we were 13 they should be there soon! 10 mins later I received a call that my delivery guy was injured and they would call me back in 20 mins to let me know if they had found a replacement driver. Over an hour later I called back and was informed they would not be able to deliver until Dec 14 because the driver was involved in an accident. I asked if I could pick up the mattress and was told that they had canceled my order bc someone had put in the delivery for 2022! When I was put through to the store they informed me my mattress had been damaged in the accident! When I went to the store the next morning to work this all out because my husband is waiting to have hip replacement and can not sleep on the floor, couch or air bed that was suggested or replacing the water in my water which would be a pretty penny I find out my mattress is in the warehouse and I can pick it up myself if I would like. 2 hrs in the store to ring out my "canceled" order hours on the phone being lied to! I have never seen customer service like this! When I called corporate to complain they informed me it wasn't their problem since I picked it up myself! Question is then whose problem is it Sears??? Customer service is your problem! I sure don't like to be treated so poorly for spending my hard earned money in your store and I don't think others will either!
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1 comment
David
Sears Response
#578398

Dear Searspoorcustservice,

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 would like to apologize for the multiple issues you have experienced with your mattress purchase. We can certainly understand how very disappointing these multiple setbacks were for you, and know that the lack of communication on our end only made a difficult situation that much worse. We would love the opportunity to look further into your situation, and see what we can do to make this right by you and your family.

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 mattress 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 (Searspoorcustservice) 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

With Official Company Response
Review
#364347 Review #364347 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$200