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SEARS is a sinking ship, can't wait till they go under

I bought a patio set. FROM ***. It was a wrought iron, 3-piece bistro set, 2 chairs, one table. FROM ***. The poured concrete table top had a big gouge out of the side, and a crack running across the entire bottom surface. One of the chairs had two of its connection plates welded on backwards and askew, so that the chair could not be assembled, without breaking the welds and REWELDING. So 2 out of 3 pieces damaged or completely unusable. I lost 88 minutes of my life and my cell phone minutes, talking to 11, yes, that is right, ELEVEN different people from ALL OVER the world, trying to get a replacement set. They even transferred my call directly to the manufacturer in CHINA!! And the nice man in China basically said, "sorry, you're f#$cked." I dismantled the whole thing, packed it in my car, and drove 20 miles AGAIN to the store for a refund. They gave me a refund slip, supposedly going back on my credit card. Except the refund doesn't show up! Everything else I do on that credit card, every other store purchase or refund, every every everything else shows up INSTANTLY, but when you call Sears, they will say, "Our refunds typically take 7 to 10 days to show up"!!! Are you kidding me? Here's what they call "customer service": Repeated, apologetic, mealy-mouthed emails promising "resolution" within 2 days, and never delivering. I played their "resolution" game for two weeks, they strung me along with that! And then digital-age refunds that take 7 to 10 days?! My BUTT!!! I should've learned 2 years ago, when I bought the Refrigerator From *** from them. But that's a story for another day... Sears, you are a sad, sad, dying dinosaur. Give it up.
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Review
#353119 Review #353119 is a subjective opinion of poster.
Service
Sears Replacement
Loss
$189

Sears raises price of item on sale day

just came from a sears outlet store. I had called earlier in the week about a washer/dryer unit and was quoted a price [1318.49]. I was advised to wait to place order until later in the week when an appliance sale would start [up to 30%discount]. So, I go in the store today and they look up the 'sale price' and it is actually almost $200 higher than the earlier quote [1495] How can they call that a sale!!!!??? The manager offered me the 1318.49 price I was quoted earlier. But this was not a sale price nor what I came in expecting. I took my business elsewhere!
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Review
#352884 Review #352884 is a subjective opinion of poster.

Sears

I bought a new chain saw in May of 2012, and had not used it until Sunday, 10/14/12. The chain would not stay on the bar and leaked alot of oil. I took it back to our local Sears store, and they told me that it had to be sent to Cincinnati, OH, and only one truck a week goes there. I was actually there the day the truck went, but I was too late. The next truck would be exactly a week later. I now have to wait at least 2 weeks before I get it back. I am extremely disappointed in Sears and Craftsman tools.
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Review
#352715 Review #352715 is a subjective opinion of poster.

Sears in Pittsburgh, Pennsylvania - SPOTTY GROUT RESULTS

Sears tile and grout cleaning has created aggravation and a pricy cost to say the least. The first time cleaning the tile and grout, it remained spotty, they returned to clean again, still wet, I was told, it will dry and be cleaner. Asking if this does correct the problem, I was told to go out and buy a marker to run down the grout lines for a cleaner look! Paying 160.00, I certainly am not cleaning the grout! What has happened to the professionalism at Sears. NEVER will they step in to my house again, and, I will extend my views regarding this matter to the public in many ways. Ripped off, I should have known better. Calling customer service today, asking to speak to a manager, the gal would NOT provide me with a name and number, she is addressing the problem for the second time. What are they hiding???
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Review
#352588 Review #352588 is a subjective opinion of poster.
Service
Sears Cleaning Service

Look anywhere but Sears, or do without.

The most recent complaint I have with Sears (and there are many now) is their refusal to replace or refund a replacement bulb for an HD TV we purchased only 5 months ago. The first bulb only lasted about 3-4 years. I got a replacement bulb in May at our expense. The TV screen quickly again darkened, but thinking that there was no way the bulb could be the problem, I took it to a repairman, who diagnosed the problem quickly as nothing but the bulb. He replaced the bulb, and it has been fine. I called to request a refund for the defective bulb, but was told that it was past the warranty time. The representative became terse from the start when I asked her to repeat her name, which was unusual. She stated that I would need to purchase a new bulb or have a serviceman come to the home. When I reminded her that the bulb was only 5 months old and that I wanted to talk to her manager, she declined, stating that the manager would only tell me the same thing. Sears was extremely friendly when we spend thousands of dollars on several appliances, always insisiting on selling extended warranties, which are worthless and expensive. But I must warn you that when service time comes, look out. They absolutely will not stand behind their products. This is the first of many issues we have had with them over bad products and bad service afterwards. Please deal with anyone else, or simply do without whatever appliance you are considering. We simply have never had such incredibly bad, not to mention rude, service in our lives. I have never written a negative review about a company, but Sears has pushed us beyond disgusted.
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Review
#352537 Review #352537 is a subjective opinion of poster.
Service
Sears Manager
Loss
$150

Sears third party sales

I bought and paid for a lawn tractor from Sears. One day a trucker just showed up with my new mower without any notification from Sears. He had no way to unload it. (791lbs) Wanted me to hire a forklift. I actually found one near where I live that was being used building a house. Paid the guy $35.00 for his troubles. Expected Sears to reimburse me. No way! They say it was a third party sale even though it was on their website and would not accept any responsibility. The guy at Sears actually told me I should have known that if I had read their web page. Four days later I got a notice from Sears that my new mower was going to be delivered. So much for customer service from Sears.
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Review
#352310 Review #352310 is a subjective opinion of poster.
Product
Sears Website
Loss
$35

File federal complain against Sears.com!

I bought a bed from Sears.com. UPS tracking number shows "Delivered" while I never got to see it near my front door at all. Since then I have been calling customer service to get my refund. It's been a month now. First CR(customer Representative) created a trace for lost/stolen item and said you'll hear from us when we get investigation result from UPS.Later I came to know that trace was created on 9/21/12 but submitted on 9/28/12 (WTF!!)Then I called once again after a week, next CR said your item is back in warehouse, I will send it back again and you'll see another charge on your card which we'll refund back once you receive the bed. Then called again and talked to case manager, she said you'll get theresult by Thursday. Same stories over and over again. They are expert at turning you down. Do yourself a favor go to https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en and file a federal complain for them. Also, create a dispute on transaction with your bank
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Review
#352304 Review #352304 is a subjective opinion of poster.
Loss
$400
With Official Company Response

Sears in Castle Rock, Colorado - Good luck getting your account credited when you return a product.

I purchased a product online, so I had to return the product to their warehouse directly. They've had the product in their possession for 3 weeks, but still haven't credited my sears account, so I'm paying finance charges on it as well. The most frustrating part, is I've requested that they credit my account 4 times, and I keep getting the same repetitive response...."please wait 3-5 business days.." I've spoken to a manger as well, and his response is that they cant do anything more than they've already done (which is nothing, really). Grr.. I was going to recommend that you dont buy anything online, but after reading the other posts, maybe we shouldnt be buying ANYTHING from Sears.
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1 comment
SearsCares
Sears Response
#556376

Anonymous 351915

My name is Liz and I am with the Sears Social Media Support Team. I saw your comment and wanted to reach out to you on this issue. I am sorry to hear that we have let you down and would like to offer some assistance. I am very sorry to see that you had such a disappointing experience with the return of your online order. It is frustrating enough to return the order, much less to not receive your credit when promised or help to complete the process. We would like the opportunity to have one of our dedicated case managers contact you with possible options to resolve this matter 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 were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous 351915) 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

Sears Social Media Support Team

Review
#351915 Review #351915 is a subjective opinion of poster.
Loss
$300

Sears in Joliet, Illinois - Failed to repair microwave per schedule

Service was to come between 08:00 and noon window on thursday. At 08:00 AM Thursday a message on answering machine stated that we were first stop and they are on the way to our house. At 11:30 no one had come or called. I called to inquire: girl asked- no one came yet. She then tried to get a sale in to me and she was not interested in my call and my issue. I told her that I want service on the warranty on this piece of garbage that is less than two years old. She transfered me to Latonna and she made excuses for Sears staffing and said she would get me a 1:00 to 5:00 window that afternoon. I wasted the morning because of incompetent scheduling or lack of employees. I am now waiting for the Friday morning 08:00 to noon and hope they send someone that gives a *** and provide customer service. It would be wonderful if Sears would hire a few of the 9% unemployed.
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Review
#351049 Review #351049 is a subjective opinion of poster.
Service
Sears Repair

Customer service At Sears Online

I ordered some merchandise at Sears online. They asked if I wanted to do a layaway and I checked the box that said Layaway. once I submitted my Debit card information it told me how much I would pay for the 8 weeks layaway. When i checked my email the layaway did not go through and they charged me the total amount. Ok so a manager by the name of Veronica ID40040 said that because 1 of the items that was a second party through Sears don't do layaway is why the other Items didn't go through. I am soooo upset. I can understand that i had to pay for the item that I couldn't layaway but to cancel the rest of the item and them tell me OH WELL there is nothing we can do about it. The sales person was rude and uncaring about the mistake that Sears made and I have been a long standing customer with Sears for years after today I won't be a customer of Sears anymore. What happend to Customer Service At one time Sears was known for their Customer Service now your service has GONE TO THE DOGS....
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Review
#351010 Review #351010 is a subjective opinion of poster.
Loss
$111