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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

Sears Protection Agreements... NOT Protective!

Do not expect satisfaction with the Sears Protection Agreement. Case No.24084472. Send in a camera for an issue under the protection agreement. It comes back. I do not use it until 2 months later. Same problem as sent in. Procrastinate so gets sent back a month later for same issue. (3 months between.) Returned with not of customer abuse. Again, procrastinate so contact again today, 4 months later. Told it was "liquid damage." Huh? And this is not covered. When state same problem as first time and never repaired, told; "Liquid damage so we can not repair it under the protection agreement." I state is same problem. I am told had liquid damage so it can not be sent back. So, how does same problem, never corrected, become an customer abuse issue? Sounds like a way to not have to deal with their own warranty. Guess selling something that will not be delivered on makes the company money.
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Review
#350942 Review #350942 is a subjective opinion of poster.
Loss
$278

Sears in Tampa, Florida - Fraud, and Theft, & Rude CSR"S

I recv'd an e-receipt for a purchase on 10/6/12.Someone(in store) used my rewards from yrs. back, I was going to take a copy to the Tyrone Mall store, but decided to write, and if still not listened to, I am going to the local stations here in my State of Florida, and am sure others will come forward. I called, and spoke with "Megan" in the Credit Dept., was rude, and said"it's just reward points", yes, and they're mine! Was transferred to "Rena" said she couldn't help me, our son was over, and also called to speak with the store manager, and was disconnected twice.We are patient, and an honest family, and I want to know what's going on, and if I don't hear soon, I will contact my niece at the Sheriff's Dept, and the news stations. Very poor customer service. Please respond soon, and will forward a copy of the receipt if you would like to see it. Minor to some, MAJOR to me. Jana Smith Redington Bch. Florida
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Review
#350674 Review #350674 is a subjective opinion of poster.
Service
Sears Manager
Loss
$84

Sears in New York, New York - Menaced and mistreatyed by sales associates

Dear Mr. D'Ambrosio: President and CEO Sears Holding Corporation 3333 Beverly Road Hoffman Estates , IL 60179 I want to bring to your attention a terrible episode, which occurred at Sears, located in Jefferson Valley Yorktown Heights NY on 10/5/12. Two Lands End sales associates [Jeff and an unidentified female] mistreated, threatened, menaced, and verbally abused me during a purchase transaction. I have brought this incident to the attention of the Sears manager Ms. Eva Gardner and to the Lands End Management. I have been a Sears's customer for over 40 years and I have never witnessed such mistreatment by your employees. I have personally spent thousands of dollars at Sears. My family, friends, and co-workers shop at Sears. Are you going to make sure that we are safe while shopping at your stores? I respectfully request that you look into this matter and make sure that it is properly handled. I would like to know the outcome of your investigation. I cannot feel safe at your store until this matter is resolved. Respectfully yours, Hortencia Rivera
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Review
#350402 Review #350402 is a subjective opinion of poster.
Service
Sears Manager

Sears in Yonkers, New York - Cannot get my fridge

i had a refrigerator on layaway for a short time and i paid it off now i cannot get it delivered i purchased it at sears home appliance i am going through *** trying just to get a reasonable date for delivery they say the ware house will not release it. i am about go and get my money back i think they penalize you for putting it on layaway and then paying it off what is so hard about giving a paying customer his or her merchandise , and you wonder why sears is losing market share if i were them i would be trying to keep customers in this bad economy.
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Review
#350389 Review #350389 is a subjective opinion of poster.
Loss
$564

My complaint to Sears

I felt as though I was treated absolutely poorly when I called the SEARS STORES WHITE MARSH MALL, Store #: 0001854, 8200 PERRY HALL BLVD BALTIMORE, MD 21236. I had to call a total of 4 times. The first two times I called I was hung up on, while customer service tried to contact merchandise pick up for my online purchase (Order#401690836). The third time, I was told that merchandise pick up was not answering the phone. I was then supposed to be transferred to a store manager, but instead it was a sales associate named Steve White or Wright (if that was his real name). He told me that all supervisors and managers were in a meeting and would not talk to me. He also said he had "no clue" when they would be done with this meeting. I asked him, " If I was in the building right now with a problem, no manager would be able to talk to me?" He said yes. Wow. Ok, I waited for a phone call and grew inpatient. I called back a fourth time and this is when I was on the phone for two hours. First was to the store again and they transferred me to care solutions. The woman I spoke to here said she documented every thing and then tried to contact the store for me. She either could not get in touch with someone or she could not confirm my order arrived. She was polite and transferred me to the online customer care. This woman was also polite, and said that my order already arrived at the store. I never received an email or a phone call that it arrived. So she attempted to verify it was there and called the store. She said no one picked up the phone after trying several times. It seemed she gave up, so I asked what was she going to do for me since I've gone through all this and I'm the customer here. She transferred me to a case manager. Great… the story gets told again. She put me on hold and tried to contact the store… success. She called a different department and made it to merchandise pick up somehow. Ok, this is where I get even more upset. She tells me that whoever checked in my order made a mistake and that's why I never received notification that my order arrived. So all this could have been avoided if someone did their job. First of all, I should of never had to call in the first place. Second, I should of only had to call once. Third, I should of spoke to a manager (which 3 hrs later, still has not called… long meeting). Fourth, Sears could not even get a hold of Sears, so I had to suffer through two hours of being put on hold and re-telling my story several times. I will not purchase anything from Sears or Kmart or any other store under the same umbrella. This is not how you treat customers. And there was no attempt by any store manager to rectify what their sales associate Steve White/Wright said to me. My review… 0 stars.
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Review
#350385 Review #350385 is a subjective opinion of poster.
Loss
$89

Sears Kenmore Elite -Bawahahaha!!!!

We purchased 6, count them SIX, Kenmore Elite appliances in one day totalling about $5000. Within the past two weeks, I have spent OVER $1100 dollars to fix them. I am going to spell out our situation in glorious detail. First, the refrigerator...what a beauty. Stainless steel, French doors with the ice maker on rhe left top door with the freezer on the bottom. So far, so good, right??? Well, that is until you are dying of thirst and want to get ice through that nifty little hole in the front of the fridge, specifically put there for that purpose. SWING AND A MISS!!! I found out that little hole is just for decoration. No ice comes comes out of there unless you want to spend 500 to fix the auger something that makes those delicious nuggets of frostiness pop out of teir intended chute. Now, lets move onto my dishwasher. That stainless steel beauty is such a flirt with all those little red and green lights blinking at me all day and night. I am still trying to figure out if she is flirting with us, or if it is her desperate plea to be TAKEN OUT AND SHOT TO PUT HER OUT OF HER MISERY. She needs a new mother board, cha Ching! $208 and change please!!!! No one could have 3 Kenmore Elite appliances that don't work, could they? ONE LUCKY FAMILY I KNOW CAN!!!! Can YOU guess who it is??? Mr. RANGE fell ill as well. He needed a new control panel. What you all need to understand is that both "cook" and "bake" are FOUR LETTER WORDS IN MY HOUSE! I desperately try to avoid them at all cost. I can count in two hands the number of time I have actually "cooked" in this oven. But, Mr. Range must have a weakened Immune system for his control panel to go like that. That will be $328 and change! So, after the fact, I found a 15% off in home repair coupon. I asked if I could use it, seeing as I am a frequent buyer of the SEARS IN HOME REPAIR SERVICE,only to be told NO!!!! I guess the joke is on me for being a sucker for EVER BUYING ANYTHING IN SEARS. SO, BE WARNED AND BEWARE....SEARS has the WORST appliances for the most outrageous prices.
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5 comments
Anonymous
#646630

The history is unclear and the comments are just as confusing. How long did you have all these appliances?

For all to go wrong with similar controller board problems could lead one to believe there is a power problem in your area.

I disagree with the comments that more expensive is better. Many of the controlers, fans, thermostats are the same. There are just more bells and whistles.

Yes, the bells can stop ringing and the whistles not sound as sweet but the basics should still work.

Although some feel the extended warranty is a waste of money, there are also some that believe if there are weak parts, the electronics go bad the first year and motors go bad the second or third so maybe a 3 year warranty is a good idea, then drop it. Paying for 10 years of warranty is like buying a new frig every 10 years

BrotherWitch
#552727

Whopps, I reread nikalseyn and realized I had read it completely wrong. What *** buys new appliances every few years?

My mother has owned 2 refridgerators in over 30 years. You have to be some kind of *** to waste $ replacing things over and over again. Buy the best you can the first time, and don't replace it until it's %^$#ing dead. Guess what, by spedning $2k on an appliance instead of $1k, it lasts 10 times as long.

Therefore saving you over $9k in replacing it every year. *** nikalseyn, you must be a cheap, poor man. No wonder you don't have nice things.

Keep wasting your money replacing junk. Sucks to be you.

BrotherWitch
#552726

I have to agree with nikalseyn. How did you purchase 6 appliances with stainless steel for $5k?

My fridge alone was $1800 (Kenmore, top of the line, stanless) my stove was $1600 (top model, Gemini, stainless), and the dishwaher was about $1200 (Whirlpool top model, stainless) and they were all ON SALE. There's about $5k for just 3 appliances. And after 4-5 years, the stove needed its board replcaed, and guess what? I had the warrenty, and it got replaced for free.

Now they are all 7-8 yeras old and no (more) issues as of yesterday. What you did was buy the cheapst appliances you could get away with, not buy the extended warrenty, and expect them to wear like the more expensive models. That doesn't happen, and now you see that.

Next time, drop a few more bucks and get a better unit, and the warrenty.

(Also, store brand NEVER tastes as good as name brand. NEVER)

Anonymous
#552630

I apologize nikalseyn, but, yes I am trying to get more bees with honey. I bought all six in June 2009.

Delivered in either June or July 2009. Sears has already acknowledged their part in the debacle. Thank you for your sobering, miserable comment. My assumption is if u pay for a bell and or whistle, the expectation is that it will whistle it ring.

Is it wrong to expect the bells and whistles r work?? I think not!!!

nikalseyn
#552503

I know you are trying to be amusing, but you haven't given us much info here. What models and when did you buy them?

Bottom line is to buy the cheapest model of an appliance, without all the bells and whistles, and when they break and you cannot fix them cheaply, you throw out and buy another cheap one.

I suspect you bought expensive models and now realize(I hope)that paying more does not mean they are any better or will last longer than the cheap models. Having an ice dispenser on the door of a fridge is just asking for trouble---bells and whistles??

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Review
#350340 Review #350340 is a subjective opinion of poster.
Tags
  • Stainless steel
With Official Company Response

Sears lies

About three weeks ago we purchased a sears kenmore refrigerator with a delivery date of approximately three weeks. On friday we received a call that the delivery would be on Monday- sunday nite we received another call that it would be between 11 and 1. I took the day off, and at 10 AM received another call cancelling the delivery because it had never arrived at the warehouse and was told it would be an additional three weeks. When I told the supervisor that I had taken the day off she offered me a $50 gift certificate, which is far less than what it cost me for the day off. She had no explanation for the two previous calls setting up the delivery, and only said that the store should have called. I am awaiting (not holding breath) a call back from corporate seeking an answer to my demand of either a full refund or an upgrade at the original price. K Mart mentality has taken over good old reliable Sears.
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1 comment
SearsCares
Sears Response
#552977

To whome530,

My name is Dianne and I am part of the Sears Social Media Escalations team.Please accept our apologies that the delivery of your refrigerator was postponed for 3 weeks. We can certainly understand you frustrations with this issue and would appreciate the opportunity to speak with your further. It is our goal at Sears to provide our customers with the highest quality of customer service. I am sorry that we disappointed you. Since apologies don’t resolve your problems 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 refrigerator 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 (whome530) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Dianne D.

Social Media Moderator

Sears Social Media Support

Review
#350334 Review #350334 is a subjective opinion of poster.
Loss
$1200

Sears lies

Three weeks ago we purchased a kenmore refrigerator and was told three week delivery, When the delivery date approached we were called three days before to confirm its arrival and delivery on Monday, Sunday nite we again were called to advise to expect delivery the next day between 11 and 1. Monday at 10 AM we receive call from Sears delivery saying delivery was cancelled because it had never arrived in their warehouse and would be another three weeks. Meanwhile I took a day off from work, and their only answer was we can give you a $50 gift certificate, never mind the day off I lost--why did they tell me that store should have called when they called twice to confirm an expected delivery. They had no answer to that. I am awaiting a call from corporate to offer me the demanded upgrade or a full refund. The K Mart organization has fully taken over from good old Sears reliability.
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Review
#350330 Review #350330 is a subjective opinion of poster.
Loss
$1220

Return Policy for Sears is terrible

Think twice about Sears. Ordered from Sears which when returned product to store, we were told it was a third party vendor. Called third party vendor, and wouldn't take it back. They said it was recieved 8-29-12 and we called Unbeatable.com (Sears third party vendor) on 9/24/12 and they said it was passed 30 days. The person talked to was Glen and they just kept saying it was past the time when pointed out it wasn't past 30 days. I'm stuck with the product after calling Sears customer service and talking to the case supervisor, Maria. Sears are changing by using third party vendors.....becareful ordering from Sears for the holidays. I've made a formal complaint with the Attorney General. olson.cathy@mchsi.com
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Review
#350306 Review #350306 is a subjective opinion of poster.
Loss
$189