Company responded
Anonymous
map-marker Mount Laurel, New Jersey

Sears poor service

I bought a stove at Sears. With delivery should have been the install of the anti tip device clearly stated for the delivery team to install. Other merchandise on the order not delivered, but the real frustration starts when you call the delivery service line and get the automated interface designed to stall any kind of human contact. Finally human reps simply did not change anything or try to rectify the situation. Also bought some parts represented by a salesperson as being correct and they did not fit. Sears has deteriorated pathetically.I will not shop there again or recommend anyone does>
View full review
1 comment
David Rde
Sears Response

To Sears Valued Customer,

I'm sorry for the issue surrounding the delivery of your range. It appears that the job did not get fully completed and that the associate in one of our call centers also failed to provide assistance. My name is James and I am part of the Social Media Support Escalations team at Sears and we do value you as a customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the following screen name, which I've created for you (Delivery0608) for reference to your issue and we do look forward to talking to you soon.

Thank you,

James H.

Social Media Moderator

Sears Social Media Support

Anonymous
map-marker Houston, Texas

Would not repair washer w/o model number

I have had a service agreement with Sears since 2003. When my dishwasher broke Sears said he was not there problem... so I bought a new one. Now my washer broke and they said they could not find the model number and left and refused to worked on the washer. It is odd since they have worked on it two years ago. Dont ever buy an appliance from Sears and never, never buy a service agreement. I hope to start a movement against Sears so that they dont ever take advantage of another person. All persons with similar complaints post and unite.
View full review
1 comment
Guest

agree, they do not work with the person...several calls - no corrective answer - left messages - not returned - do not buy

Anonymous
map-marker Los Angeles, California

The Worst Warranty In The World!!!

Sears is not the company my parents and grandparents once knew. I've always bought appliances from them and over the last 5 years its been a horrible experience. They will do everything in their power to not give you the service you paid for! They'll give us an appt. in a 4 hour window and then call 2 hours into that window and say the repairman called in sick and they can't come out. But this is after we've taken the day off work to wait for the repairman. So its much worse than just not fixing the appliance because we've lost money from not going to work. I'm currently going to the city courthouse to get the paperwork to sue them. I'm also putting a call into the news organizations to let them know about this. :(
View full review
Loss:
$1500
rose w Fly
map-marker Poughkeepsie, New York

Dont buy Exercise bikes from Sears

Dear customers, I just purchased a NordicTrack recumbent bike(GX4.0) from Sears Roebuck on July 30, 2011 and picked and assembled on Sunday, July 31, 2011. My son, a mechanical engineer assembled the bike for me. I used the bike on Sunday for 45 mins, Monday for 30 mins and then on Tues after 20 mins the belt broke. While NordicTrack is addressing this matter , I am very disappointed with this product. I am very disappointed that Sears would sell such junk . I am hoping that I will not have a problem returning this bike to Sears today and will update this complaint accordingly.
View full review
taylor B Lxh
map-marker Cleveland, Ohio

Sears sold me a patio set that was a piece of ***.

Do NOT BUY PATIO FURNITURE FROM SEARS !!!! MY "Garden oasis Saratoga" is the worst envestment EVER.I bought a patio set from Sears and 4 out of the 6 chairs were very hard to assemble. The swivel chair was not even able to assemble,so i returned it. The parts were not even the accurate size to fit in the frame. When i called sears and told them they asked me if the swivel chair was messed up. It seemed like sears have a lot of complaints about it. The table was scratched. It was a nightmare !!! Please take my advise or you will be sorry !
View full review
Wanderlei G
map-marker Sao Paulo, Sao Paulo

Sears Disrespect Continues

Sears Disrespect Continues and Refuses to deal and solve the problem they created. Two Bracelets bought and PAID on June 5th to be delivered on June 15th. Today, (June 21th) sears tells me during a livechat (they've been saying since the 15th), the order is ready for UPS to pick it up and that will happen within the next 48 hours. There'll be no one to receive it there. I've asked to send to my address in Brazi (the one who was going to receive it in Miami left on June 16th). They say it's impossible !!!
View full review
4 comments
Wanderlei G

I was reimbursed. Thanks a Lot PISSED CONSUMER.

Guest

most of the things you buy now is coming from 1 of marketplace vendor so stop :cry i do the best i can do for yall forks call the vendor

Guest

Der NerdlingerSS: It's not my fault that you are only able to read complaints instead of trying to improve your iq and vocabulary as well. I'm sure you there are plenty of courses in america for people like you.

GED for example would help you a little ... I also recommend reading, which would also help you no to post comments on what it's NONE OF YOUR DAM BUSINESS. You should also try to GET A JOB once you've shown your life is "hollow" and for that, YOU are the one who is "B*I*T*C*H*IN*G" and if you had money to by anything more expensive than my "cheap" bracelets (BUT PAID WIHT "MY" MONEY, not yours), you'd be surfing on 5th Ave. Jewelry stores web site.

I mean, if you have a computer, and it's not in a suburban lan house which would perfectly fit you, given your way of speaking ... Get Culture!

Wanderlei G

To my astonishment, every sears Complaint I decided to read, I found this Mr. James SAME WORDS TO ALL OF THEM (Changing only the product), as if a MACHINE had been set for these hundreds (or thousands?) of sears complaints answers.

The next step is: You reply. Someone "willing" to help says that "AS YOU WANT TO CANCEL YOUR ORDER I WILL BE MORE THAN HAPPY TO DO SO, BUT, I NEED YOUR APPROVAL FIRST... OH THAT'S SO PROFESSIONAL ... I DO NOT WANT TO CANCEL MY ORDER.

I WANT WHAT I HAVE PAID FOR (AND WITH HONEST MONEY, AS A MATTER OF FACT)... PACKAGE HAS NOT BEEN DELIVERED YET (I understand the store wants to save a few dollars on shipping - no one will be there to receive it) ..

but I have never thought an issue like that would be so hard to be solved or it will never be??? SAD!

View more comments (3)
Anonymous
map-marker Chicago, Illinois

Poor installation service

I purchased a dishwasher at Sears.I paid 139 for installation.I was told that the installer would call me within 3 days with a date.I never received the call,so I called the store where I purchased the dishwasher.I got the run around but I was able to contact Sears Installations ,they told me that the installer would call me.I got the call and I was told that my install date would be the next day.Great,I took the day off,and come to find out they were a no call no show.I cancelled the order and went to Lowes and had my dishwasher installed the next day!Word will get out about my poor service from Sears.
View full review
inrealestate S
map-marker Newark, New Jersey

NEVER..NEVER...EVER Use SEARS HOME IMPROVEMENT SERVICES

Updated by user Aug 08, 2011

8/8/11: Sears finally washed there hands of my botched Central Air Installation. After the Social Media department turned me over to the legal dept.

(...possibly to scare me off of my Sears on line attack\'s)the legal dept. played me in hopes I would get disgusted and give up.

All this has done is to infuriate me to continue. I received a leeter from the legal dept that the system was finally working right and that they offered me a $100 Sears gift card for my trouble (which I refused)so the Sears brilliant legal dept has closed the file on my case.So much for Sears Customer Care (they don\'t) Never, Ever Use Sears for anything

Original review Jul 26, 2011
Had them install a Central Air Unit. They Used local contractor who botched the job. Didn't have AC for the whole Memorial Day weekend because Sears doesn't have emergency weekend telephone numbers. Had him back 5 times only to find they plugged the unit into a receptacle in the basement that went off when the light was turned off. Failed town electrical inspection on 3 counts, finally passed. One week later breaker in fuse box tripped and wouldn't reset. Electrician came back and didn't find the problem but changed the breaker and fuse for the unit.
View full review
2 comments
Guest

Similar thing happened to me with Sears and My brand new AC wasn't working Memorial Day Weekend. I posted on here (Do Not Use Sears for AC Installation).

At least you didn't have black smoke coming into your house. Sears Contractor used a low temperature silicone which caused it to burn when my heater came on. Smelled Wonderful and I'm sure it took a couple years off my life. He should have used a High temperature silicone.

Sears should have a emergency person on call for times like these.

I ended up calling a small business on a Saturday because Sears doesn't have an emergency service. The Small AC business came right out to help with the problem.

Ripped O Okr

Sounds to me like you have overloaded wiring in your home. That isn\'t Sears fault. You purchased an air conditioner from them not a wiring inspection.My experiences with Sears have always been positive, especially when there is a problem, they have always gone above and beyond what they have promised, which is more than you can say for a lot of companies out there.

View more comments (1)
Hunter H Rcx
map-marker Louisville, Kentucky

Sears Sucks!

I went to Sears (Louisville, KY) to purchase a water heater. I asked the sales person if the unit was in stock twice, and they verified both times that it was. This was on a Sunday, so I set up the installation for Tuesday. Most of Tuesday came and went, so around 3:00pm my wife called Sears to find out what was going on. She was told by Sears that the installer was waiting on the water heater to be loaded on the truck and we would get a call as soon as he was leaving the store. Around 5:00pm I called the store again. After 20 minutes of hold time they told me the installer had not left yet due to the water heater not being delivered to the store???? OK, now I'm officially pissed. I drove to the store and was in the process of cancelling the entire transaction. The sales lady didn't understand what was going on so she looked it up in the system. Yep! There it was in the bin waiting for the installer to pick up. It was obvious to me that the left hand wasn't talking to the right hand. She looked at me like "Well do you want to reschedule?" Uhhh...NO! You already screwed me out of one day. Your on crack if you think I am going to let you do it to me again. Typical corporate America. They don't seem to give a rat's *** about wasting the customers time. Bottom line...I will never set foot in Sears again. If they don't know how to perform a simple transaction, I absolutely will not give them a dime of my money ever again. Sears sucks!
View full review
2 comments
Guest

I can't believe that Sears.com has resorted into turning into downright thieves. I placed an online order for a stove on Sept 6th.

The next day, Sears.com cancelled the stove order by email saying the company was unable to deliver it. Funny, I checked the website and the same make and model was listed as "in stock", but just at a higher price than I purchased it at. In the email, it said I would receive a refund for the order that Sears.com cancelled in 3-5 business days. Well, 8 days go by and no refund.

Then I contacted Sears.com by email and get the response that it has to be "researched". It is now the 29th of Sept. and still no refund. So, another week goes by and I call this time and get the excuse that the store hasn't approved the credit yet.

What?! You took the money and didn't deliver the product, but you haven't issued a refund. I told the customer service rep, I don't care why the refund wasn't approved because they owed me my money back. Oh, we'll have to check on that.

So, 3 weeks go by and no refund. I'm off to my bank to report this as fraud so I can finally get my money back. I'm doing a house remodel and need the money that Sears.com stole.

Needless to say, Sears.com is without excuse for refusing to refund my money for an order it cancelled nearly a month ago. Buyers beware.

Guest

Excellent blog! I definitely love how it’s easy on my eyes as well as the facts are well written.

I am wondering how I might be notified whenever a new post has been made.

I have subscribed to your rss feed which need to do the trick! Have a nice day!

View more comments (1)
Company responded
Anonymous
map-marker Newport, Rhode Island

Seeking Sears refund 4 10 weeks now

Bought a washing machine for new apt to be delivered on moving day. Apartment wasn't ready on moving day so couldn't take delivery; called Sears. Efforts to cancel delivery were stonewalled. Things got so bad my daughter was on the phone trying to cancel, I was on internet and phone trying to cancel, all 3 efforts given different information. Hours after delivery time I discovered they had canceled my entire order -- washing machine and delivery. After days of being told I'd get credit for machine but not delivery charge, Sears backtracked and claimed they couldn't credit my 'type' of debit card, would credit for delivery charge and told me they'd sent a check (without informing check had been cut). Waited 10 days, called after not receiving check, requested they try crediting debit card again. Check arrived, I tried to cash it -- GOT CHARGED $15 FROM BANK SINCE SEARS PUT A STOP PAYMENT ON IT WITHOUT INFORMING ME OF STOP. 2 more weeks of calls got me promises from Sears to 'look into it' and 'get back to me.' Now I'm told there is a 1) check in the mail for total charge including delivery 2) 10% discount on next purchase 3) $15 gift certificate to cover bank charge. This is the best I'm going to get from Sears. I'll give them an A+ in three areas: empty apologies, empty promises and successful hangups from call center employees with undecipherable accents.
View full review
2 comments
David Rde
Sears Response

Mr. Kennedy,

I'm sorry that one of our store associates mistakenly overcharged your card. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with a personal case manager who can assist in making sure this situation is resolved to your satisfaction. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (TYLER KENNEDY) in the email so we can reference to your case.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

Guest

I Purchased 4 tires from sears. I wanted to pay $600 on my debit card and pay the remaining amount of $567 on my sears card.

The clerk Put the total charge of $1100 on my debit card and said "OOPS". I asked him "OOPS"? he said yeah it all went on your debit card. I told him to cancel the charge and he said that it had been canceled.

So he ran my card again and charged $600 to it and $567 to my sears card. Figuring that was taken care of the next day I checked my account ballance and it was 1100 dollars less than it should have been. They billed me twice for my purchase. I contacted every manager and customer service person that I could find.

I got the run around from all of them and transfered 20 times. I have not seen any refund yet. I am supposed to be hearing from the district magager for my area with in "48 business hours". We will see what he has to say.

I will be paying off my sears card and canceling the card as soon as i get my credit. I highly reccomend every other sears card holder do the same!!

save your self the trouble! I would not wish this companys poor customer service upon my worst enemy.

View more comments (1)
poppabearkit
map-marker Kitchener, Ontario

PHONE CALLS

the phonecall and was keep waiting on the phone for over 45 minutes to get someone to answer my question about a manual to repair a weedwacker that was bought at sears,I think this company does not want my money or is not intersted and does not need any more customers,Ialso wonder if the higher ups know about thi is happening or dont care about it,I can tell that I will not buy from this company ever I use to think sears was a company that was honest,This is not the way to treat a customer
View full review
Company responded
anth d
map-marker Los Angeles, California

Sears no money back

On 5 /17/11 I ordered an E-Z graber tool from sears on line several calls and emails later, 6/2 /11, 6/10 /11, a person called and told they will not give me my money back 6/ 11 /11, are allowed to do that, it is only 27 dollars but is my 27 dollars! As of 6 /21 11 no reply yet. The reason I went with sears is for the perceived reliability. I could of bought the same item for 15.00 dollars on the internet from a number of companies. I guess this means war.
View full review
Loss:
$27
1 comment
David Rde
Sears Response

To Anth,

I'm sorry this order has turned into such a hassle! We appreciate you as a Sears customer and would like to opportunity to get this issue resolved. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the EZ Grabber 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 (Anth) for reference to your issue and we do look forward to talking to you soon.

Thank you,

James H.

Social Media Moderator

Sears Social Media Support

Anonymous
map-marker Reston, Virginia

Renewed sears master protection plan 2 months age called for service 13 days ago still no service

Renewed my master protection plan 60 days ago called for service on July 5,2011on a dryer and was told first available date was 13 days later. I then got them to move it up to 9 days, waited from 1-5PM for someone to show only to receive a call after 5PM. that they will not becoming and will reschedule.They rescheduled for 13 days later or 21 days since the original call. Calls to customer service get polite but ineffective answers. The girl answering the phone claims she can assist me but couldn't even reach her scheduling department.
View full review
4 comments
Guest

In November 2008 Sears was called to service my 90 year old mother's furnace. It had been unusually cold and her old house was freezing.

My mom has been under a Sears protection plan since the 1980s and had come to rely on them for service. In fact, it was the only reason she could stay in her home alone.

When the service man showed up he wouldn't perform any service until he received a check to pay for the visit. He went down to the basement and immediately came back up stating that there was asbestos in the basement and he couldn't work on the furnace. This though Sears had come every year for twenty years and serviced the furnace.

What followed was one call after another to get Sears to service the furnace. When it was shown that there was no asbestos, all of a sudden the furnace was not covered under the plan, then another serviceman told her it needed to be replaced at her cost. One employee indicated that Sears would pay a portion of the costs. We never heard from that person again.

This went on until the end of December, still no service or offer to pay for a new furnace. Under the stress and the damp and cold home she lived in, my mother suffered chest pains and had to undergo heart surgery. It took three months for her to recuperate. In all that time, no resolution from Sears.

Out of desperation her family bought a furnace from another company in hopes that Sears might reimburse us for part of the costs. Nothing from Sears. Everytime someone called, there were no notes in the file, no mention of any problems or failed service. Absolutely no paper trail.

I have spent the last two weeks trying to open up the complaint again and get it resolved so that my mom will renew her Sears Performance contract. Once again, the runaround, no record of any calls or complaints. Pretty sure the customer service employees are trained to supplant Sears customers and leave them to believe something will be done when it never will.

Very misleading customer service. After all these years it is unfortunate that a 90 year old woman who had complete faith in Sears is treated in this manner.

David Rde

Dear Me/Rescheduled Service:

We found this post and I want to reach out and express our concern and our deepest apologies for this situation. We value your business very much and would like to help you. My name is Susan and I’m part of the Social Media Escalations team. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the appliance 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 (Me/Rescheduled Service) 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

David Rde

Dear Anonymous/Master Protection Plan:

We found this post and I wanted to reach out and express our concern and our deepest apologies for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within a timely manner. We can’t ask a tech to leave a job partially done in order to make the next appointment(s). We wouldn’t do that to you or any of our customers. We also can’t know how long a particular job is going to take until the technician gets to the job and diagnoses the issue. Many times it takes longer because we are not going to cut corners for the sake of time. This does cause delays on occasion, but sacrificing quality for time is simply not an option for us. Of course, this is not an excuse, just an explanation. We would like to talk with you to see if we can get a technician to you any sooner and make sure that your appointment will not be rescheduled again.

At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dryer was originally purchased under(if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (Anonymous/Master Protection Plan) 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

Guest

Happened to me, too. Apptmt was a week ago - no call; I had to call to find out the scheduled service tech was behind schedule & I would have to re-schedule (today).

Today they called (at 6pm) to say they'd have to reschedule another two weeks out.

Sears - this is unacceptable.

Are you listening? This is not the way to get me to renew my contract.

View more comments (3)
CRHimes H
map-marker York, Pennsylvania

Think Twice before ordering from Sears if you need delivery!

Sears has not stiffed me TWICE regarding delivery of appliances! I took a vacation day off work on Friday 7/15 to await delivery of a Refrigerator AND a Stove. We gave our old fridge away so we had "nothing" in the house and we disconnected our gas stove to make it easier for the delivery team. However, we were informed Friday around 12:00pm that a delivery person was injured and they were unable to deliver the items until Sunday 7/17. So we cancelled our plans Sunday and waited for our delivery. We called around 1:00 pm and were advised "we were next on the delivery run and should have the products by 3:00 pm. By 5:00 pm we were wondering if they were lost so we called AGAIN only to be told NOW they couldn't deliver to us until Tuesday 7/19! I work an hour and a half away from my home. I asked for after 5:00pm delivery. I was advised they can not guarantee that time slot. The customer service with Sears delivery team is horrible. We are currently checking prices and delivery options with other venues.
View full review
Company responded
Kyle C Ipv
map-marker Monroe, Georgia

Sears Craftsman Lawn Mower a Fake!

We are in our 50's have never considered buying anything but Craftsman. We purchased a Craftsman lawn mower only to find it's a piece of junk with the timing skipping consistently. We learned that Craftsman actually didn't make the product but subbed it to Club Cadet who subbed it MTD. If I had wanted a MTD mower I would've went to Walmart and bought one for $500.00 instead of $3000 for a Craftsman. And their customer service - located in overseas - can't speak English much less provide any solutions. Craftsman quality is clearly a thing of the past - so sad - they use to make great products. Don't buy these over-priced lawn mowers - save your money and a buy a cheap-o - it's the same thing.
View full review
2 comments
Guest

Would have to agree with 'crown59' have a 8 year old dyt 4000, with an automatic transaxle. A couple of years after may extended warranty ran out, so did th transaxle.

Ordered one from sears parts direct, got the wrong part, (for over $200) so had to pay to send it back, & was told, (even though THEY sent the wrong part) that the correct one would be over $750!? (more than the thing is worth) Owell...a lesson learned.

NO MORE "CRAFTSMAN" riders for me. (their tools & elect meters have also gone way down hill) Hope my rant is not typical, but word from local friends, says it's typical) Brian

David Rde
Sears Response

To Crown59,

I'm sorry that you're so unhappy with the quality of your Craftsman tractor. We do value you as a long time Sears customer. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to resolve this and any other Sears related issue you might be having. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the tractor 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 (Crown59) for reference to your issue and we do look forward to talking to you soon.

Thank you,

James H.

Social Media Moderator

Sears Social Media Support

View more comments (1)
  • 1
  • ...
  • 435
  • 436
  • 437
  • 438
  • 439
  • ...
  • 506