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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

Sears Is In Trouble

We went in to purchase a $300-$400 Sear Craftsman Accessory for our Tractor. They had it assembled on Display. Sears is sufferring in the marketplace and has turned to decit. What ended up being the box they gave us (loaded in the back of the car) WAS NOT the product they had on display, not what we bought and DID NOT have the needed accessories attached to the display without warning they were not pat of the kit being assemled. Having spent hours going to Sears, returning, assembling and thrying the Lawn Sweeping device (on Sale and spent just over $300), some leaves were collected but most remained on the ground. The instruction we somewhat confusing so we therefore drove back to examine the Display to see if we could fighure out whatever we did wrong in the assembly. SHOCK. Not the same unit on Display we had purchased, the desperately needed Rake Attachment was allegedly not included and they wanted another $90 plus tax, and after spening so much time and effort, SEARS refused to honor its obligaitons, said the Display Unit was not available, and wanted another $100 for the so-called accessory part. Now we've probably spent in range of $50,000 on a new metal roof (looks like beautiful Italian Clay Tile) with coated-woven-wire leaf shields for our 400' of gutters, so money is not motavating issue. As a contractor I am careful to examine products and buy those thing that are right for the "JOB". We have 50 trees in our front yard, thus the volume of leaf material is significant, last year my wife and her friend did about 150 4' bags and out disposal service would take about 7 per week so I naturally built my wife a large Compost Bin to use on her garden. The problem with SEARS is its' intentional misrepresentation and decit. So they spend all this money trying to get customers into the store and then alienate people by falsely marketing products, assembling displays and actively tricking perople into believing they are buying something specific. This is clearly wilfull bait and switch game designed to defraud the general public at large. Thier *** is not well received. I merely paid for the Craftsman Rake Assembly (collection device is useless without it), put back the other $500 in products and accessories I was buying and will most assuredly BUY THEM ELSEWHERE. Good move SEARS, win the battle and lose the war. Respectfully, Pissed, not *** Consumer
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Review
#348767 Review #348767 is a subjective opinion of poster.
Loss
$750
My elderly friend purchased lens and frame from Waterford, CT Sears Optical. A few months back she noted that the edges of the lens were becoming milky, and that they were slowly getting worse. A visit to her ophthalmologist confirmed that the lens were defective. ...
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3 comments
Anonymous
#576361

you do realize that Sears Optical has nothing to do with Sears? They rent the name and the store space.

That's IT. Sears has no control over the policies of the optical department. The company you have a problem with, the one that ACTUALLY sets the awful policies, provides the *** product, and screws people over is called Luxottica Retail.

It is an Italian company that owns Sears Optical, Target Optical, Pearle Vision, Ilori, Sunglass Hut, and Optical Shop of Aspen. I suggest you boycott them.

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Review
#348427 Review #348427 is a subjective opinion of poster.
Service
Sears Manager
Loss
$300
I was SUPPOSED to get my new fridge delivered yesterday from 1:15-3:15pm and it was delivered almost 3 HOURS later!!! I called the delivery office and they just apologized and that someone on the delivery team would call me soon. EVENTUALLY, hours later, I got a call...
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Review
#348031 Review #348031 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears credit services is one of the worst

I have been a loyal consumer of Sears for a long time. I have had their credit card for years. This year, when my card expired they did not even mail me a new one untill 2 weeks after the expiration date. When I called them they stated there was nothing they could do. I advised them I had an insurance payment due that I had to make and needed my card asap. I asked for them to mail me a new one and maybe overnight it to me. They advised they could not mail me a new one. Finally after a month and a half I was able to convince them to mail me a new card. When it finally came, I had 3 days left to make my insurance payment. Sears would not activate my card because i had made a payment on line and two days prior to my calling to activate the card and it had not posted tot he account yet. Now I am most likely going to lose my insurance. I since have half of my limit left and they will not allow me to use it. This is not good customer service. I am going to be more pissed if I lose my insurance because they will not activate the card that they took 2 mmonths to get to me.
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Review
#347977 Review #347977 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$1355
Bought a stackable washer dryer for 1200 purchased on 9/1/12. Sears delivered on second delivery date. They failed to show or call on original delivery date. Power cord and dryer door were broken. Repair guy was scheduled. He never showed. I called Sears Saturday...
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Review
#347835 Review #347835 is a subjective opinion of poster.
Service
Sears Repair
On 9/13 I placed a tv on layaway through the Sears website, then immediately after i paid the initial payment I received an email stating the layaway had been cancelled because the item was not available. So I proceeded to place another TV on layaway expecting that I...
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Review
#347593 Review #347593 is a subjective opinion of poster.
Product
Sears Website
Loss
$175

Sears turned its back on my years of Brand Support over a Mattress

Sears Canada Let me begin my saying my father was a loyal Sears shopper, and always told me to buy there when I could, as they stand behind their products, have good prices, and have good value in their store brands - Kenmore, Craftsman etc. So over the years I've bought 2 snowblowers, 1 Lawnmower, countless tools, A couple of fridges, a freezer, a washer and dryer, a leather couch set, many clothes, and much more. Now the problem, 10 years and a couple months ago, my wife and I bought a Sears pedic mattress. For the last couple years, It's been sagging, and has now got the point where we can't sleep on it. I called Sears, as I remember there was a 25 year warranty, and after some discussion I realized not only had I had misplaced the receipt sometime in the last few years, but I'd also pulled off the annoying warranty tag that was sewed at the seam near your head, depending on the way your mattress was flipped. Despite that, Sears still sent out a warranty work order to assess the mattress, I was very impressed with their service. The repairman determined that the sag was greater than 2 inches, and indeed the mattress had failed. A week later I followed up with Sears, and they managed to find a copy of my invoice in their file. They suggested that a pro-rated discount was in the works, and I was told that a local store manager would call within 24 hours to follow up. After a few days and no calls, I checked back with Sears and am now told that without my warranty slip they will not stand behind the product, passing the blame to manufacturers inabilities or something. Well I didn't pay the manufacturer, I paid sears, and I made it clear that I was quite happy to work something out with them. So after all these years loyal to their brand, and spending tens of thousands to do so, they have turned their back to me over a *** mattress issue. I am fuming. Guess I was the *** one to be so loyal. Sears will lose the rest of my lifetime of business, and my childrens. They won't feel so much as a bump in their business, but saving a few hundred on a mattress just cost them thousands of my future business, not to mention that I'm going to post this story everywhere I can. Sincerely, Andy M Cambridge Ontario work order no. 204651
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3 comments
Anonymous
#627230

Don't dismiss this consumers complaint. I probably would too if I hadn't made the mistake of buying a searsopedic 2 yrs ago.

It already has a huge bump in the middle and one side is unbearable to sleep on. I thought my husband was just complaining until I slept on his side.

I have now had a back ache for a week. We spent way too much cash- $2000, to have such a *** mattress

Anonymous
#548653

So let me get this straight. Despite every store in the worlds return policy of 30 days, possibly 90 on some items, you believe it's the stores fault if you had a product for multiple years and it failed?

And not the manufacturers? You do realize its likely an outdated model the store itself can't replace, right? Plus you admit you yourself tipped the tags off it. you know, the tags that say do not remove.

Thats not the stores fault. Its your fault. And its not the stores fault it lasted a decade and then failed. How long did you think a mattress would really last?

I don't even wait for mine to start to sag before getting a new one, its called being realistic. Sears didn't lose a customer over a mattress, they lost one because of ridiculous high hopes.

Anonymous
#546711

My husband and I had an almost identical situation with Sears. They refused to warranty a failed mattress because we had removed the tags that were sewed into the seam by your head. We had about 8 years left on our warranty.

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Review
#347422 Review #347422 is a subjective opinion of poster.
Loss
$2000
With Official Company Response

Sears delivery delayed phone calls for two months!

On July 22, 2012 my husband and I purchased a microwave oven from our local Sears store and arranged for installation. About 2 days later I received an automated call telling me delivery had been delayed and I needed to contact them as soon as possible. Short story - continued delays, I cancelled the item August 30 (which required two trip s to the store and a phone call) and received a refund. However, since that first phone call we have had a phone call at 8 am every day 7 days a week. Sometimes I get two. Today I made my weekly call to ask them to please get my number out of their system and, while I was writing this, the phone rang for a second time.
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1 comment
SearsCares
Sears Response
#547367

Dear dontthankmesears,

Please accept our sincere apologies for the run around and terribly difficult time you had attempting to have a microwave oven installed that was purchased at your local store. We certainly understand your frustration with installation of the microwave being delayed numerous times which resulted in you cancelling your order. I know that I would also be very upset with receiving calls 7 days per week at 8:00 am to tell me my delivery has been delayed. This is not the type of service that Sears has long been known for or the type of service that you deserve. My name is Susan with Sears Social Media Support Escalations team. We would like to speak with you regarding this unfortunate situation and offer our assistance to help you. We value your business very much and want to make sure that everything that can be done to make this situation right has been done.

My name is Susan and I’m part of the Sears Cares Escalations team. 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 oven 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 (dontthankmesears) 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
#347333 Review #347333 is a subjective opinion of poster.
Service
Sears Installation