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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

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