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With Official Company Response

Sears in Rome, Georgia - Worse Customer Service Imagineable....completely outsourced!!!

I waited for appliances ordered from Sears for 3 months. If that werent bad enough when I got mad enough to cancel my order the associates were rude and unwilling to help me. We had financed the appliances on Sears Mastercard and now are having to deal with getting the charges removed from the card. Everytime we call sears I get someone from another country. It is impossible to understand them. The company customer service is obviously overseas and every service such as delivery and repair is subcontracted out. Sears portrays itself as an "American Company" but Ive talked to customer service everywhere accept America! None of the departments communicate with each other so we get a different story every time we call about our situation. This has been the worse experience I have ever had with a company and will never buy from Sears again. I called another company locally and had my appliances in 1 week!
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1 comment
SearsCares
Sears Response
#566477

Dear Anonymous357474,

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. We are truly sorry for the difficulties you are experiencing with receiving your refund from Citibank. We can help get you in touch with a supervisor with CitiBank if you'd like. Please understand that our stores do not outline the credit rules and guidelines and may not have even been aware of the account details. If you’d like our assistance with CitiBank, who handle all of Sears’ credit and financial matters, we'd be more than happy to offer our assistance and help resolve this situation.

At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Anonymous357474) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#357474 Review #357474 is a subjective opinion of poster.
Service
Sears Repair
Loss
$10000

Don't Buy Sears Craftsman 19.2 v tools- overheating batteries

purchased a repalcement 19.32 v battery for my 19.2 v tool set OCt 2012. placed the new battery in a drill that had less than one hour run time on it. battery got so hot had to use a glove to get it off. took it back with in one hour to the Tulsa Sears store and handed the hot battery to the clerk. yes they refunded my money, but the battery fried my good drill. manager refused to replace the drill that the battery fried. the 1-800 number folks just said we have no contract on the drill to replace it. i've tried calling the Craftsman 1-800 but they don't answer. Sears said batteries are accessories and can't be held liable for damage to the drill. Sears just doesn't make good products anymore. i would have been happy if they just replaced my drill like Lowes or HD would have. for $29.95 they have finally lost me as a customer.
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Review
#357359 Review #357359 is a subjective opinion of poster.
Loss
$29
With Official Company Response

Sears Horrible company!! Do not shop!!!

After purchasing many thousands of dollars of things from sears I have made the decision to stop doing so and suggest everyone not shop! It all started when my year old lawn mower acted up, after there months omit being ino the repair shop they have deemed it unrepairable. I asked for a similar model and was told we don't offer one anymore with the 3 things that made me purchase a lawn mower there, many stores have the ones need but they will not transfer it to me the manager at the store says it is a waste of her time! The store in Gainesville,GA is the worst sears ever and dirtiest store I have ever been in. After calling the 1800 number and being on the phone for 3 hours the nasty lady on the other end told me "well if you don't like it we will just keep the money and you can have no mower, its just a mower sir there are more important things in life."no offer for assistance or anything, I have no options but to get a mower I dont want and then sell it to buy one from a real store. Sears is horrible and what is with all the 100% satisfaction signs in the store? It's a lie just like all the people who work in there call centers. Been promised so many things only to be told well that guy was wrong or such. Sears needs to learn some customer service or save everyone the hassle and just close your doors for good.
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1 comment
SearsCares
Sears Response
#566438

Erict0012,

Hello my name is Zenaida and I am part of the Sears Social Media Support team. We wanted to reach out to you and offer our assistance. We are very sorry for the frustration the repair and replacement of your mower has caused you. I certainly understand your disappointment with the current outcome. We are dismayed to learn of the poor experience you had with us via telephone! We can assure you this is not the level of service we provide. We appreciate the opportunity to have one of our dedicated case managers contact you with possible options to resolve this matter.

At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be troubled by this. In the email, please provide a contact phone number and the phone number the lawnmower 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 (Erict0012) 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
#357328 Review #357328 is a subjective opinion of poster.
Loss
$500
With Official Company Response

Sears essentially has stolen my money

Placed an order online. The "cart" had an error in the math. Called to correct, was told the only option was to cancel the order. I canceled the order approximately 5 minutes after it had been placed. Sears then charged me for the item anyway. I've been told it will be "3-5 days" while they "investigate." They agree there was no order, they agree they charged me for it (via PayPal), they agree I am owed a refund -- what's to investigate? They won't even guarantee I will get the refund until they "investigate." Keeping my money with the full knowledge that it is not theirs is the equivalent of theft.
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1 comment
SearsCares
Sears Response
#565869

Dear Anonymous,

My name is Brian and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance. We sincerely apologize for the disappointment surrounding your online purchase. Once an online order has been processed the funds are taken from the account associated with that purchase. No matter how soon the order is canceled the funds would still have to go through a refund process, which could take up to 5 days. We understand how discouraging this kind of unfortunate setback has to be for you, and we would like to work on your behalf to ensure that everything is being done to get this credit to you as quickly as possible.

At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the online order 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 (Anonymous 357100) I have created for you, for reference to our issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Review
#357100 Review #357100 is a subjective opinion of poster.
Loss
$609
With Official Company Response

Sears in Bellevue, Washington - Sevice Agreement is a waste of money

We purchased a service agreement for our GE range. It took a week for them to just come and look at it, then they had to order a part and said they couldn't come back for another 3 weeks. I waited the 3 weeks and they were supposed to come between 1pm and 5pm on Nov. 3rd, I got an automated call at 3:30pm saying that I should call Sears. I called Sears and they said they have to cancel my appointment and their next available appointment was 4 weeks away!!! First, they don't even have the decency to have an actual person call me and then they expect me to wait another 4 weeks, that means I would be without an oven for 2 months because of their slow service. I was furious and demanded a refund, they said they would refund $125 of the $260 I paid. I wouldn't accept that so they said they would have someone out here to fix it on Nov. 12th (we'll see if they actually show up, my hopes are not high) but they had already refunded me the $125 so now they had to charge me another $125. The second charge came out of my bank account immediately but I have yet to see the refund. I am appalled at the way Sears treats their customers. We are a military family on a tight budget and Sears has taken our money without providing us with a service. I will never, ever, ever shop at Sears again. I would rather pay 10x more at another store than to put up with Sears horrible service.
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1 comment
SearsCares
Sears Response
#569651

Pickapurse,

Hello my name is Zenaida and I am part of the Sears Social Media Support team. Please accept our apologies for the trouble you ran into with the appointment for you range. We certainly understand it important to have a properly working range within the home and are very sorry for any inconvenience you’ve encountered due to the rescheduling. I would like a member of our team to follow up with you to learn more of your situation and find a way to be of assistance.

At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be troubled by this. In the email, please provide a contact phone number and the phone number the range 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 (pickapurse) 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
#357058 Review #357058 is a subjective opinion of poster.
Loss
$260

Sears

sears makes screws employees by changing the health care. We use to pay 500 dollars month for insurance for four people and now to get the same coverage we would pay 1100. month. I cant believe that a company as big as sears would treat their employees like this when they know how much people are hurting right now. They keep on changing things for the worse and you want good employees and faithfull employees you have to treat them well. You can only treat employees bad for so long before you get a bad reputation and nobody good wants to work for you. You get what you pay for.
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2 comments
experiment1195
#580820

The hedgefund manager running Sears is winding down the physical store aspect of the business. The intended purpose of the benefit plans and pay are to make the employee quit.

The benefit package is not intended to retain good employees or incentivize newer employees to stay.

The new health plan is designed to make the employee absorb the cost of what should be an employer provided benefit. Sears and the hedgefund manager are becoming a welfare case because it will take public money to support and staff his stores.

Anonymous
#567003

This is not the only thing deteriorating about Sears. Now that the holiday season is around the corner, no one can go home sick.

An employee I know very well in Farmington has a bad cold and fellow associates are avoiding this person all day. Customers don't like working with an associate with an obvious cold either. But when asked, the department supervisor said "NO".

So now you are expected to work sick and get your fellow workers and customers all sick. Nice of Sears.

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Review
#356770 Review #356770 is a subjective opinion of poster.
With Official Company Response

SEARS THE WORST APPLIANCES AND SERVICE?

SEARS MAY BE THE WORST APPLIANCE SOURCE? -2 appliance purchases within last 15 months (dishwasher, refrigerator) -Multiple failures on each -3x same problem with Dishwasher, still not repaired -long wait time for service tech (1-2 weeks each repair), total wait time 5 weeks in past 3 months -without use of Dishwasher for 5 weeks in past 3 months -Repairs failed first time on both Refrig (Samsung) and dishwasher (Kenmore) -Repairs failed second time on dishwasher, third time tech came and did not have replacement part (fuse), even though the it was the same part as past two repairs! -Phone reps are a brick wall, and have no capacity to deviate from script when providing customer service. If it ain't in the warranty contract, sorry Charlie! -No response from email to corporate headquarters (this was the ONLY way to escalate beyond standard customer service rep) -Sears processes, procedures, and personnel associated with Customer Service may very well be the worst you will ever experience. -Sears refrigerator and dishwasher are borderline Lemons, and Sears doesn't seem to care. NET: APPLIANCES DON'T WORK AND SERVICE IS SLOW AND INEFFECTIVE. IF YOU ARE INTERESTED IN PRODUCT QUALITY/RELIABILITY AND GOOD CUSTOMER SERVICE, LOOK ELSEWHERE.
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3 comments
Anonymous
#698748

I have been on hold for one hour with SEARS Service waiting for a supervisor to speak with me as to why i am required to pay a Service Call fee of $79 to replace an electronic control panel that is under warranty and has to be replaced again!!!

Customer Service...... Two very simple words that "SEARS" does not understand.

After seeing all the negative posts on the web, it is amazing they have lasted this long....

This experience is worse than the last time which was terrible at best.

erobbins
#566407

Don't buy refrigerators, dryers or washing machines. I have all three and all three have had big expensive repairs that incurred just after warrantees expired.

Parts purchased for repairs came in faulty and they won't take them back. I need a new washing machine after 1 12/ years and the dryer is working with jury rigged switches. Nobody human will talk to you on the phone about the problems.

They put you on hold for up to 20 minutes and then a worker who barely speaks English says we will get back to you and hangs up. I will never buy anything from them again

SearsCares
Sears Response
#564584

Dear wittville,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your dishwasher and refrigerator. We understand the importance of both the dishwasher and refrigerator in the family household and would like to look further into what has happen surrounding this service orders and see what can be done to correct any mistakes that may have been made and to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that dishwasher and refrigerator were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (wittville) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team.

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Review
#356677 Review #356677 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1000
With Official Company Response
I have been trying for no less than six months to get my dryer fixed. You have sent out a technician six times to fix the same problem. I still have a broken dryer. My wife is extremely stressed because this is causing a huge issue with keeping our children's clothes...
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2 comments
SearsCares
Sears Response
#564838

My name is Tony and I am with the Sears Social Media Escalations team at the executive office. I would like to start by offering our sincerest apologies for all of the frustration and inconvenience that this has caused your family, especially your wife. I can certainly understand your aggravation with the situation given that you have been away bravely serving our country while your wife is at home dealing with the dryer issues. Furthermore, the frustration with the continued dryer failures is certainly understandable.

We recognize that we have not lived up to the expectations that are set and apologize for that. We truly value you all as Sears customer’s and we would greatly appreciate the opportunity to speak with you all regarding this matter and be your one point of contact within Sears to ensure that this matter is resolved to complete 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 a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (356501) 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.

Tony T.

Social Media Moderator

Sears Social Media Support

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Review
#356501 Review #356501 is a subjective opinion of poster.
Loss
$1100
With Official Company Response
I purchased a Kenmore deep freezer model #255.19702010. We have had it for about 14 months and it died, no warning, just thawed out food. Two things make me very mad about this-->1. I took good care of this freezer and stored it inside and free of clutter. 2....
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4 comments
Anonymous
#1439560

We purchased a 22 cf Kenmore Freezer which died after 16 months of usage. Called the local Sears dealer from which we purchased the freezer and got the run around.

In short, we are out of luck. Our attempt at replacing an element did not solve the problem. So now our only recourse is to alert anyone foolish enough to put trust in this appliance. Also we intend to paint on the freezer this information: NEVER BUY A KENMORE FREEZER.

THIS ONE DIED IN 16 MONTHS.

We will transport it to our local dump where patrons will see this message. Done with Sears!!!!!

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Review
#356497 Review #356497 is a subjective opinion of poster.
Service
Sears Repair
Loss
$500
With Official Company Response
In 2010 we bought a Samsung dishwasher from Sears (+$500) and an extended Master Protection Warranty (sic). About 6 weeks ago the dishwasher stopped in mid-cycle. We called Sears. A concerned fellow tut-tutted and said, oh, yes, indeed we were covered - no cost repair...
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3 comments
experiment1195
#580765

Ah yes the world of subcontracting and a minimal on hand supply of repair parts.

Actually A&E is basically decendant of Sears Repair being used increasingly as the millenium progresses. Contractors get minimal training. Hopefully you purchased a very common brand/model. Sears has all but closed up it's parts depart so a technician can't even go back to a Sears Repair/Part Center and pick-up the part they need. Instead they will order to keep costs down although customer downtime does nothing for referrals or return business.

For the future in many areas of the country is cheaper to pay for a service call or two from a local non Sears related contractor than it is to purchase any repair services from them.

I'm curious, what was the actual problem? Were there any recalls involved? Make and model?

Hope all is working now

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Review
#356471 Review #356471 is a subjective opinion of poster.
Product
Sears Protection Plan