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Sears Customer Service--THE WORST

Sears deliver of a new washer/dryer. (1st delivery) damaged walls, no booties, and washer not working correctly. 3 phone calls and hours later second delivery scheduled. (2nd attempted delivery) no booties and the washer was dented. 2 phone calls and hours later 3rd delivery scheduled. (3rd attempted delivery) no booties. I sent the delivery individuals away as we are a "no shoes" household especially since the first delivery left us with carpet stains. We are 2 1/2 weeks past the delivery guarantee without resolution. Following a "manager" calling us to resolve the damaged walls and carpet his resolution was to have the delivery person whom inflicted the damage. That turned into the most unproductive conversation where I explained the damage and he denied it. NEVER EVER purchase something from SEARS!!
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1 comment
David
Sears Response
#578328

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 would like to apologize for the multiple issues you have experienced with your new washer. We can certainly understand how disappointing these setbacks were for you, and know that the poor customer service that was provided by the team only made the situation worse. We would love the opportunity to look into your delivery, and ensure that these mistakes are corrected to your satisfaction.

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 washer was purchased under (if different than the contact phone number) and we will call you directly. In addition please include the screen name that I have assigned you (PC 364189) in your email 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
#364189 Review #364189 is a subjective opinion of poster.
Loss
$2200

Sears New Holiday Ad.

Sears holiday ad shows a Father becoming separated from his son while shopping at Sears and frantically running throughout the store to find him. All of I thought of was the horrible events of Adam Walsh becoming separated from his Mother at a Sears store in Hollywood, Florida and then being forcefully removed from the store without his mother by their Security Staff. Of course, as we all know, the precious little guy was found sexually abused and decapitated. The insensitively of Sears running this campaign is blinding to me. There are so many ways to show the joy of holiday season shopping, but all I thought of was the horrific events surrounding Adam' death. When I posted this on their Facebook page, they said they were celebrating the fun of holiday shopping. I could give them many other options that do not bring this horrific event to mind.
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1 comment
Anonymous
#577062

I have to say I completely agree with you. I'm shocked that no one at Sears raised an objection.

I wonder how John Walsh would feel about the ad? Idiotic decision by Sears.

Review
#364126 Review #364126 is a subjective opinion of poster.

Sears Executive Complaint

I purchased a Kenmore electric hot water from Sears. One year later the relief value went bad. Seven month later the value went bad aging. The water heater was installed by sears The water heater was releasing 40 gallons of water into my crawl space everyday all day long, causing black mold to grow. I paid a plumber $175.00 to tell me that the water heater should not be sitting in water on the concrete. I contacted the sears executive compliant department on 11/2/12 and spoke with Rebecca Glavin at ext 28. I explained what happened and per Rebecca she will follow up with me on Monday. This is were the nightmare began. She was awful. This is the worse customer service I ever received. On 11/6/12 I left a message for Rebecca at 10:30am and 12:20pm regarding my case. On 11/7/12 I called two times I spoke with Gloria at 10:43am and Ashley at 3:15pm and they both sent Rebecca an e-mail asking her to call me back regarding my case before the sears tech arrives. The sears tech came and the water heater needs to be replaced. I called the water heater department and spoke with Mary her id# 250145. Per Mary the water heater would not be in stock until 11/19/12. The sears tech advised me to turn off all my electricity until the new water heater arrives on 11/19/12. On 11/8/12 at 11:15am I left a message for Rebecca regarding the update of my case. On 11/20/12 at 1:45pm I left a message for Rebecca to see if the water was in stock. On 11/21/12 I left a message for Rebecca at 10:30am, 12:49pm and 2:03pm. That same day I spoke with Dawn and she stated that Rebecca was out to lunch and she would e-mail her asking her to call me back either today or by Friday. I never received a call back. On 11/26/12 at 10:30am I left message for Rebecca to see if the water heater was in stock. I called back and spoke with Maureen. Per Maureen, Rebecca was ON HER WAY to break. I asked for another caseworker or a supervisor. Per Maureen it does not work like that. I just have to wait for Rebecca to call me back. She did not help me and she would not transfer me to a supervisor. I called back at 11:10am and spoke with Anthony. He e-mailed the water heater and Rebecca and someone will call me back in 24hours. On 11/28/12 at 9:30am I spoke Carol and she stated that the water heater was in stock but I had to pay $289.99 before she could place the order. I left a message for Rebecca regarding my case. On 11/29/12 at 9:55am I left a message for Rebecca regarding my case. I also left a message on ext 21 about the problems I am having with Rebecca. About an hour later I called the 800 number and I got Rebecca by accident. FINALLY she set up an appointment for the water heater to be delivered. Per Rebecca they will drop it off in my driveway on 12/5/12 unless I am willing to pay $279.99 to have it installed again and that is the best that they can do. I was extremely disappointed with the executive customer service department.
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Review
#364123 Review #364123 is a subjective opinion of poster.
Loss
$7200

Sears.com

Believe it or not. After all the *** my old lady had trying to get the order straight with Sears/K-mart. com. Today one item arrived, they sent the wrong item. The Bastards sent a fleece, flannel pajamas instead of the robe she wanted. I told her to order her a couple of nice robes somewhere else and we will pay $150.00 for something nice. Anywhere, but there!!! She took it back personally to the store. They told her oh, we have them here they are 60%off. Noway was she going to give them S.O.B's another penny. We will order from Sears and K-mart when *** freezes over. They cannot get anything straight and boy did she give them an ear full when she called. I hope noone ever orders anything from them online or in stores. She still has 2 items as of yet to receive, I hope to God they got something right. They are the same thing, so surely she will get at least 1 right!!(BOOTS)These people are nuts. I really wish they was around here, so I could handle it personally, myself. I would show them my boot, size 14 right up their *** Its NOT RIGHT what they do to people. Ironically the item they sent her was in the price range and was $2.00 cheaper than her order, so tell me thats not a set up. Its NEVER $10.00. or more when they screw an order up. You know why??? They think you will not bother and just keep it. Never people let them do that even if its $5.00. Make those bastards pay. She said it took them 20min or more to figure out how to give the return back on card and also said something about a gift card. She said, NO to that, also. Wish I had been there! Please, stop buying from Sears, Sears.com and K-mart.com Funny none of her other orders are screwed up, but 3 or more with them and all the hassles. Returns not confirmed, we have had it it! I want to see them out of business!! FOR GOOD!!
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1 comment
David
Sears Response
#578295

MajG

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 your order, much less to receive the wrong items. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your return needs are met to your satisfaction. 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 (MajG) 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

With Official Company Response
Review
#363946 Review #363946 is a subjective opinion of poster.
Sears Bad And Confusing Return Policy For Consumer Electronics
I recently purchased a Samsung 7" Galaxy Tab 2 with Wi-Fi as sold by Sears online and picked it up at a local Sears in North Brunswick New Jersey. I opened the box to look at the tablet and decided that it was to small for my use. I went to return the tablet two days...
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Review
#363911 Review #363911 is a subjective opinion of poster.
Product
Sears Website
Loss
$179

Sears review in Olympia, Washington: Washer and Dryer.... Still waiting.

As a Christmas present my mom bought my husband and I a washer and dryer set earlier this month at Sears. It was originally suppose to be delivered on 11/13 but had to change it to the 11/20. November 19th I get a phone call about a 2 hr window. The 2 hr window works fine. The next day I rush home from school since I am expecting it to arrive between 930-1130. Around 930 AM I get a call from the call center saying just the accessories for the washer and dryer will arrive and not the washer and dryer themselves. I told the lady I was confused as to why I'm just expecting the parts and not the washer and dryer. She tells me to call the store. I call the store and he tells me he'll call and see what's going on. An hour later he calls saying it will be here at 1130. 1 PM passes and it's still not here. I call the call center and she tells me they are at spot 4 and I'm 5. 4 pm comes mind you I was hoping to take a nap that day since I work retail and had to go in at 9 pm that night to help with Black Friday Ad Finally fed up I call and ask for a store manager. I get a hold of him complaining about how this has ruined my day's plans and that I have to work soon. He calls me back an hour later to confirm that the dryer isn't in the warehouse and that is why it wasn't delivered. I told him why couldn't they just tell me that and not keep me hanging all day. He didn't have an answer. This time we reschedule for Sunday Nov 25th. I call to make sure it's coming this time. It doesn't show again. I called to complain about how sick I am of this delivery and how there's no communication. If it was my own money I would have already got my money back. The call center tells me that it's because the delivery date is for 11/25/2020. Umm.. Why would I buy a washer and dryer in 2012 and use it in 2020. Makes sense???? I tell him what the call center tells me and he calls them to see what's going on again. This time he tells me the dryer again isn't in the warehouse but will be here December 1st. I tell him if it's not in the warehouse then you shouldn't be scheduling deliveries. He reschedules the delivery for this Sunday. I say ok that will work for me. Earlier this week I get an email about my delivery and it says December 1st. I told them that day didn't work but the 2nd would. The first would be the day the dryer is available. I called them tonight to make sure it was scheduled for the second and not the first. It was scheduled for the 1st. I told her that won't work for me. She was rude and very impatient as I was trying to give her my receipt info. I give it to her and she tells me I'm just getting the accessories again. I told her no I am expecting the accessories and washer and dryer. She then tells me to call the store. Already pissed off I call the store and ask for a manager. I get a hold of the same manager that I've been dealing with and tell him my issue now. He tells me he'll call me back. 2 hrs pass and he never did. I call the store and tell an associate what's going on. She tells me she'll call me back in 15. She calls me back in 15 and tells me that it was the accessories to be delivered Saturday and the washer and dryer to be delivered Sunday. I told her the lady never once told me about the washer and dryer being delivered on Sunday (which was the day I was ok with) She left that small detail out and just mentioned the accessories. She then tells me it will be all delivered on Monday. I said ok that's fine. I hope it gets here Monday because I am so sick of dealing with a company who can't seem to deliver a washer and dryer. Their communication is horrid. I would deft go somewhere else for an appliance. Don't waste your time!!! If something goes wrong Monday (not holding my breath) I will try my hardest to get my mom's money back.
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1 comment
dontsay
#576826

I WOULD JUST ASK FOR A REFUND IF POSSIBLE AND SHOP SOMEWHERE ELSE.

Review
#363847 Review #363847 is a subjective opinion of poster.
Loss
$1200

Sears review in Riverton, Wyoming: Kenmore Washer/dryer are worthless now

Riverton, WY store owner Visor is extremely rude. He screamed at me on the phone for ordering from Sears.com instead of his store. I then returned the washer/dryer and he wanted to lecture me non-stop, until I finally said, "STOP." He then charged me $40 bucks for washer/dryer ($80 total) for the order he placed less than 48 hours previously. Mastercard also wouldn't stand behind the order. I will never set foot in this store again--and I used to like Sears. By the way, don't order a Nordic Track Elliptical either--they are garbage from Sears. Read the reviews--they don't stand behind their products anymore either (made in China--junk).
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Review
#363786 Review #363786 is a subjective opinion of poster.
Loss
$80

Sears review in Los Angeles, California: Holding onto my money!

I placed an order the other day for a watch for my husband for a christmas gift. A few hours later I received an email from the Sellers department (Jason) telling me that the only piece in stock for the item was defective and they had no more to send. He asked me what I would like to do, receive a refund, wait 30 to see if comes in stock or place another order for another item. I responded asking if they had another style and how much it was and also saying that if they did not have it I would want a refund immediately since I will need to hurry and try to purchase a replacement asap. since I did not receive a response I decided that I did not want to do any business with this company and called customer service to request a refund. The lady told me that I cannot cancel the order. I told her exactly what the email told me. she said she can request a cancellation but that it would take 7 business days to find out whether or not it was approved (??) She kept saying that I changed my mind. I kept telling her that I had NOT changed my mind, I was told it was not in stock!! 7 business days is unacceptable!!! That would be Dec 11th; by that time I may have a very hard time trying to find the item I need in stock elsewhere. I cannot purchase an item elsewhere without the refund. Why does it take so long to process this type of request when the company is in the wrong??? I still have not received a response t my emails to the sellers department. I have now sent three emails. The last email I requested an immediate refund and an immediate response. Still nothing. DO NOT DO BUSINESS WITH THIS COMPANY!!
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Review
#363767 Review #363767 is a subjective opinion of poster.
Loss
$177

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
David
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

With Official Company Response
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.