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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

Sears advertizes discount but you don't get it

Yesterday I received an email from Sears stating that if I ordered an item over $200 I would get a 25% discount on any purchase. The promotion code was given and the offer was only for 4 days over the Thanksgiving week-end. Also, your purchase had to be made online or by phone. So, I purchased a vacuum I've been wanting. Cost $259.00 Entered the promotion code. This caused my entire order to be messed up. I had to enter my Sears card number THREE times. Finally, a page opened which said that my purchase was not eligible for the $25% discount. No reason given. I went back to my email and studied the ad and the promotion code. There was nothing in the advertizing that indicated that some purchases may not apply. I am now writing the Competition Bureau to complain that Sears has false advertizing. I should have cancelled my order, but as usual it took a whole hour to complete an online order using the messed up Sears computer. One of the hold ups was because the computer wanted to tell me how many Sears points my new purchase would give me. The screen just froze and stayed like that. So I had to exit the web site and start all over again. Then I had an awful time changing the order because by now Sears wanted to send me TWO vacuums. I never wanted to know my darn Sears points in the first place. I have NEVER had one positive experience placing an online order with Sears. But the fact that this Thanksgiving week-end, Sears is sending emails to millions of Canadians promising them 25% discount on purchases over $200 and then refusing to give me that discount is absolutely galling.
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Review
#349961 Review #349961 is a subjective opinion of poster.
Loss
$259

Do not buy from Sears.com marketplace Home and Living

I purchased a sofa from sears.com marketplace homelandliving.com. I was disappointed when I received it. It was made from China with a very thin cheap fabric material. After a month I noticed there was a tear in the cushions. Unfortunately, the fabric and cushions are wearing pre-maturely. The fabric is tearing and the cushions are loosing their shape. I never had this problem with any other brand of living room furniture I purchased over the last 35 years.I called Sears and talked to 3 or 4 people and I was given a phone number to call Home & Living. When I called them, they said I cannot get a refund or exchange because it was passed 30 days. Do not buy from Sears.com& home and Living. Inferior quality and they do not stand behind their products. I have never been so dissatisfied with a product! Shame on Sears.com & Home& Living for scamming people!
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Review
#349950 Review #349950 is a subjective opinion of poster.
Loss
$440

Sears Interest Scam - Beware!!

Sears has a way of "losing" your final payment for deferred interest balances. When you inquire they try to negotiate with you about the interest that has accrued. Once you fight for 8 hours about the interest that accrued because the check "never arrived" they ask you to make the payment in full for the balance BEFORE the accrued interest and they will waive the accrued interest. They make you pay by debit card, so basically cash over the phone. Then on your next statement you'll see the entire accrued interest as a balance. When you call they claim that the person that took your debit card balance had no authority to agree to any waived balances. Then they try to negotiate again. Total scam. I have shopped at sear for 40 years and my father and grandparents have always shopped at sears. They will never see me in a Sears store, shredded my credit card and will spread the word. Just don't want any one else to fall for this scam. Oh yeah, miracously the check has never been returned, found or cashed. MMMM, where can it be?
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Review
#349867 Review #349867 is a subjective opinion of poster.
Product
Sears Credit Card
Tags
  • TOTAL SCAM
Dear Sir/Madam: I am completely dissatisfied with Sears service, products, and repairs. I bought a Kenmore upright freezer and experienced *** for the past month. Bought mentioned product on 09/07/2012 and picked up from Santa Monica Store in CA. It was a lemon...
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2 comments
mocknbird99
#558194

I was told that too, that I should be thankful they provided a free delivery to my door... even though what they delivered was damaged and unusable, it was FREE DELIVERY...

Oh my gosh... the insanity. I feel for you, we bought a fridge from Sears 2 years ago.

It was a mess, and we ended up going 5 weeks IN THE SUMMER HEAT without a refrigerator, while they sent 4 different repairmen out, ordered parts, missed appointments while I sat alone waiting for no one to show up, installed 2 new motherboards, and still couldn't fix the thing!!! I went to the store in person, made a huge stink until they brought me a CASH refund (they will rip you off with a "credit card refund"), and bought a fridge at Lowes.

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Review
#349754 Review #349754 is a subjective opinion of poster.

SEARS-some of the worst customer service ever!

About 2 years ago, we bought appliances from our local Sears store. Immediately, our dishwasher started malfunctioning. We had purchased the Master Protection warranty specifically for the lemon clause. We called for service and were told that we didn't need service. She told me that if it wasn't as loud as a "music concert" it didn't need fixed and it was a "normal" level of noise...AND that I would be charged $75 even though I had warranty protection on it! Long story short, over the last two years, we've had 6 motors replaced on our Frigidare dishwasher along with a few other repairs!! After 4 service calls for the same repair, we qualified for replacement of the dishwasher... EXCEPT we were given incorrect information that it was 5 repairs and not 4. This in turn, bought Sears a few more months and by the time I found out that information was wrong...we were outside of the "4 repairs in 12 months" requirement. After calling and complaining to Sears Customer Solutions, I was giving an extension on the warranty so we can still possibly get a new unit. BUT, how are we to do that when we it's such a struggle just to get a repair tech out here!!?? How do we keep dealing with Sears when they have been so incompitent and RUDE to us!?? Our oven went out next. I decided to use Sears.com to make a repair appointment this time and hopefully bypass being hassled over the phone. I get an online chat rep. who just continues the ridiculous customer service. I tell her that my oven exploded while using it and sparks and smoke came flying out of it and that I needed a repair appt. She proceeded to ask me what the problem was!!!! Are you kidding?? So, I say the oven exploded..and tell her I don't know what's wrong with it, thus the repair appointment needed? I said that I wasn't sure if it was an electrical issue or what. She then tells me that maybe I should call an electrician and wondered why I was calling Sears to begin with!!! At the same appointment to fix the oven and dishwasher, they were scheduled to fix my dryer. (yes, when it rains it pours...3 appliance go out in a few days of each other!) They look at the dryer and tell me it needs a new seal and not to use it until it's replace so it doesn't damage the dryer drum. So, having 4 kids, I start taking my laundry to the Laundromat to dry them at $15 for 6 loads while I wait on my dryer part! The dryer part comes...it's the wrong part. It's a rubber seal to a dishwasher. The tech orders a new felt drum seal...it never comes...the order never went through. Another tech comes to repair the oven and dryer...only to find that the dryer part didn't get ordered/arrive. He then places a rush order on the part. That was a Saturday and the part got here the following Thursday...and it was the wrong part, again. I call the 800# and spend 30-45 minutes on hold and getting transferred only to be told that I'm wrong and it IS the right part. The tech comes to fix it on Saturday and looks at the part and says, "hmm...that's not the part we need for your dryer". At this point, I've had it. I tell him not to "re" reorder the "right" part again and that I want a refund ($63)...he apologized on behalf of Sears and gave me the refund...which I still haven't received 4 days later. I called to check on the status of my refund only to be transfered to, yet another, rude customer service person out of the Texas call center! She was ridiculous and wouldn't give me the info I was asking for. I had to ask her 4 times before she'd give it to me and only after being snapped at for "interrupting" her when I was just clearing my throat from being sick instead of coughing in her ear! After I ask her why se was being so rude to me...she said a few things and hung up on me!! This is the thanks I get for spending several thousands of dollars at Sears!!?? It is by far, the worst customer service I have EVER received. They are right up there with the terrible customer service one would expect also from Dish Network, a category I would NEVER want to be in!!! I will NEVER shop at Sears again...I WILL tell everyone I know just exactly the kind of company Sears has become! Sears used to stand for something...used to be all about good customer service and quality in their products and treatment of customers. Now it's a JOKE! How disappointing it must be to the original founders of the company who worked so hard to build a good company and a good name...just to have you all destroy it. When people wonder why Sears is going out of business...THIS IS WHY! All they need to do is read and ask around about other people's experience with Sears. So frustrating, disappointing, and unacceptable!!!
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Review
#349353 Review #349353 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1065
With Official Company Response
I bought a microwave / wall oven combo from Sears on Oct 2008. It stopped working in March 2011. I called Sears for the repair job. The technician replaced the fuse and charged me $144. On Aug 26th 2011, it again started giving me issues. This time the microwave will...
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1 comment
SearsCares
Sears Response
#550051

Dear Gurjit Thandi:

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. I found your post here and wanted to reach out and offer our sincere apologies for the numerous repair issues you have had with your microwave. We understand how frustrated and distressed you are that a number of our technician's appointments have been to repair the same problem. I can imagine that I would also feel that these repairs could be similar and would want this looked at a bit closer. We would like to look into these issues and offer our assistance to help with a resolution. We value your business and want to make sure that everything that can be done to help you has been done.

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 microwave was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Gurjit Thandi) 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
#348999 Review #348999 is a subjective opinion of poster.
Service
Sears Repair
Loss
$480

SEARS--DON'T DEAL WITH SEARS

Ordered 2 appliances from SEARS within a week of each other. Refrigerator quit making ice after 3 days, wall oven made horrible noise as soon as installed. I complained on this site about 2 appliances from one merchant being delivered and not working correctly and was contacted by SEARS Social Media and given a case # and a case advisor. SEARS came out to work on refrigerator 1st time and all seemed OK, less than a week later refrigerator malfunctioned with a DIFFERENT problem. CASE ADVISOR (Shannon R) and Social Media contact (Misty) WOULD NOT ANSWER MY EMAILS OR MY PHONE CALLS, SEVERAL OF EACH. I have since had that appliance picked up and sent back. NOW I HAVE WAITED OVER A WEEK AND HAVE NOT GOTTEN MY MONEY BACK. To add insult to injury SEARS sent me a email to fill out a survey about their service and when I tried to access the survey I got "invalid survey link". SEARS should BE AVOIDED AT ALL COST. DO NOT DO BUSINESS WITH SEARS.
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Review
#348932 Review #348932 is a subjective opinion of poster.
Loss
$1800
Tags
  • Social media