Anonymous
map-marker Plymouth, Massachusetts

Sears sent un-solicited master card to us

Have held a "Sears Card" and been a customer since 1978... Just received an UN_SOLICITED citi-bank master card from Sears. Called their card folks and got nowhere.. pushed for a supervisor and talked w/her.. got nowhere.. waiting for a cal from her boss.. and going to go up the ladder until I hit someone who can fix this problem. Somewhere.. someone can solve this. I have told them I WILL use "social media" to spread the word. Told them we have enough cards and that by doing this, Sears has "ding'd" out credit score.. NOT HAPPY and I want them to fix it now!
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1 comment
Guest

To Valued Sears Customer,

I'm sorry for the frustration and for any way that this incident has harmed your credit. We are happy to help you straighten this out with Citibank. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@***.com. Please send us an email providing a contact phone number and we will call you directly. Also, in your email please provide the following screen name, which I created for you, (Unsol0606) 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

jmad
map-marker Orlando, Florida

So frustated I could cry

I know posting will not resolve my issue but hopefully it will help someone not to buy from Sears or the extended warranty. I bought a Kenmore Elite washer and dryer (not cheap by the way) and the master protection warranty for five years also not cheap. The warranty states that there is lemon protection which are so many loop holes that I see how that is beneficial. I have had issuses with my dryer two times this year and I have had issues with the washer twice this year. My frustation with dealing scheduling a repair (which is not convient with there time windows) any my washer or dryer being out of service for a few days. I had been having problems with my washer for sometime so when I had the yearly check up done I told the tech about it and the repair dept told him that if he could not duplicate the problem there is nothing that he can do. In Novemember My dryer went out because of a heating element, (getting a repair to come out is not very speedy)Two weeks the washer stopped working in the middle of the cycle and would not drain the water. I called the repair dept and of course got the run around they could not come out for five days, meantime I have a washer full of clothes and water that would not drain. The customer service rep told the to get a bucket and get the water out. This is not why I bought a repair warranty. I was finally able to speak with someone who had a repair out within a few hours. Now this week I started having the same issue with the washer. A rep man came out this morning supposedly fixed it with replacing the the wiring and the harness, I started my clothes and again same problem so I called the repair tech himself and he came back this afternoon he did not tighten all the wires. I told him I only called him directly because I knew I would get the run around he told me that they would of scheduled another for time to come back and basically told me that I should understand because he is supposed to be off at 430 and doesnt home until six or seven and he is tired. Of course that struck a nerve. He leaves and tired to start clothes again and of course problem is not corrected I have a load of clothes in the wash and the water is over filled and I can not get it to drain. I called the customer relations dept and explained to the rep the situation and he told that i am going around in circles with the conversation and we needed to go forward to fix the issue that the dont guarntee quick and speedy service just the labor and parts that my issue are not of his concern told me that he cant get me another tech out until wednesday and refused to let me speak with someone else or a manager. I dediced to go to a Sears and speak with a manager. Dispite all her efforts I still have a broken a washer and no guarntee of it being fixed anytime soon. I have never been so poorly in my life and it is a shame that you do with business with such a so called great company and recv that kind of service. They have no care and treat even the customers who have issues with an who gives a darn attitude. I am so tired of hearing we want to help and I am so sorry this has happened. Just fix it already and make sure it never happens again. Needles to say I will be contacting corporate with a certified letter that will also sent to the BBB and I will not pay on my account until they credit my account for the warranty
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Loss:
$1700
1 comment
Guest

I stopped buying appliances from Sears years ago. They are like a slow moving freight train headed for the edge of a cliff.

As for extended warranties (I NEVER buy them) are always a waste of money for the customer, IMO. They are a good deal for the store, a bad deal for the customer. Did you know that on average, that for every $1 a customer spends on an extended warranty, the store makes $0.80 pure profit?

In addition to that, the store gets your extended warranty premium payment in advance, after that they simply don't care about the customer. When it comes to paying for repair services, the cash customer (who didn't pay in advance) is king.

rkstuar S
map-marker Richardson, Texas

Bathroom remodel

March 3 th I called sears to come out and give me a quote on a remodel we signed papers and that night I realized that I wanted to cancel I called and called and no one called me back ,I assumed that they got the message well 4 weeks go by and I received a called that all the supplies were here and they wanted to come and start the project. I'm handicapped and didn't realize that I had to fax the cancellation to them...they could have called me and said "I understand this is the process to cancel but no and they also said that if I cancell now I would be sued .

Well I thought if I am gonna have to pay for this anyway might as well go through with it.Well it's the first week of July and the project is not even half way done and I share my bathroom withmy room mate which is not what I wanted to happen. I have lost my faith in sears and the reps that they send out.We had one flood because of them and 2 bathtubs onewas replaced because it was fiberglass and should have been steal.We had to have the walls knocked out because the air unit started leaking all over the place. Its been a nightmare and they want me to pay for all ths hassel.I can't afford a lawyer but I wish .......every time I walkby the bathroom I get so disapointed and Sears just waits for us to call them .

We have not raised our voices at them and have been super nice. I'm not gonna let sears give me a heart attack,just wish they would finish and leave me alone Ron

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Loss:
$8
Anonymous
map-marker Winston Salem, North Carolina

Billing and Customer Service

I have a Craftman lawn mower that I brought from Sears. I called the 1-800 number on the Craftmans owners manual so that I could have my mower serviced since it had been a couple of years since if had been serviced. The lady quoted me a price of $89 because they were having a special. I told her to go ahead and make the appointment. When the guy came out to service the mower he quoted me $180. So I called the service department as well as the customer solution department after being hung up on and transfered all over the world. They told me that there was nothing that they could do and that I had to pay the price that the techinican was charging me and not the price that the service department quoted me. They could not explain to me why I was being charged two different prices. Nor were they trying to work something out with me because of the two different prices. I explained to them that I had the $89 that the service department quoted me but I could not afford an additional $80 that I was being charged. And if she had first quoted me $180 I would not have made the appointment because I know that I could not afford that. These people were unprofessional and could not provide me with any explanation or solution. They could have cared less because they were not in the situation. I fell that everone needs to be on the same page when the are provinding information to customers. They wanted me to wait four days while they were to view the information and get back to me but the techinican could not wait four day to get his additional $80. And thats not saying that they would have really viewed the information and gotten back with me. Sears has lost me as a customer. I will never step foot into another one of their stores because of there non caring attitudes. They will never service my mower again. And I will put the word out for anyone who is considering Sears for anything.
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2 comments
Guest

I signed up to use the online billing process but since the first logon I haven't been able to address the account online or received a print bill from sears. I have not idea about the condition of the account since I cannot view the bill online or have a printed output sent to me. Also I canot find a customer service contact phone number to addres this problem The problem has been going for over a year now with no answers.Phone number 253-351-**** :(

Guest

To Anonymous,

I'm very sorry to hear that your repair has not gone as you expected. Putting myself in your shoes I would not blame you for being upset. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at smsupport@***.com. Please provide us a contact number and the phone number the tractor was purchased under and we will call you at your convenience. In addition, include this code(PCRSBH1) in the email so we can reference to your case. Again, I'm sorry for any trouble we have caused but we do appreciate any opportunity to help.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

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Company responded
Luke S Pjy
map-marker Albany, New York

Horrible Customer Service

I ordered a Mattress/Box Spring/Frame on February 20th from Sears.com.

Sears told me 3/2/2011 they were going to deliver.

3/2/2011 - Attempt #1-took the day off and got a call at 12PM telling me the furniture never arrived to the warehouse. I said okay and called customer support. What a mess.. I got to a manager that barely spoke English and told me to allow them one more try. I agreed.

3/11/2011 - Attempt #2- took the day off. Got a time slot of 8-10. 10:30AM they show up with a King Mattress (Correct), Queen Mattress (Incorrect) and a twin bed frame! (Incorrect). I called angry to customer support and got the run around. They said there was an issue on the order and they needed to cancel this one and recharge my CC another 1K. So at this point I have two charges for 1k on my CC with no Bed.

3/21/2011 - Attempt #3 - this time they show up with a queen mattress and two frames. I cancelled the order immediately and was told I would get a refund "soon". I still had the original $1k charge. To this day, I still have the charges on my CC and battle daily to Customer Service.

What the *** did I do to deserve this.

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Loss:
$1000
1 comment
David Rde
Sears Response

Dear Snmbikes1:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Snmbikes1) for reference to your issue and we do look forward to talking to you soon.

Thanks,

Susan R.

Social Media Support Team

Company responded
Sears S Pxn
map-marker Irvine, California

Sears Warranty - they're not honoring it

I usually don't waste my time complaining. But this is really outrageously bad service, from everyone involved. Repeated repair attempts. Inept technicians. Technicians who don't show up. Customer service people who stone-wall us and are really unhelpful, refusing to do anything to ameliorate the problem. Four technician visits in a month to attempt to repair our dishwasher. It's still broken. They made mistakes and omissions every single time. They didn't do one thing right!!! We bought the protection plan, and are not being protected. They also conveniently lose records when it's in their interest. Do Not Buy From Sears!!! and if you do, know that their warranties are worthless.
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2 comments
Guest

Load it up and take it back. After a similar experience with our treadmill we took it back.

First, they couldn't find our paid extended warranty even when I provided them with a copy of the receipt. Next, they couldn't get someone out to look at it in our area.

After 3 weeks of a broken treadmill, I had my friends help me load it and return it.

Haven't shopped there since!

David Rde
Sears Response

To Sears Su...

I’m terribly sorry for any trouble, inconvenience and frustration you have endured regarding your dishwasher. Sears has always stood for the highest levels of quality and service; I know we have deeply disappointed you. My name is Susan and I am part of the Sears Cares Team. We would like to help. We are a single point of contact for escalated issues with Sears Corporate which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item 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 (Sears Su...) for reference to your issue.

Thank you,

Susan R.

Sears Cares Team

:)

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nimakaj
map-marker Toronto, Ontario

Horrible Service

I bought a dishwasher cash, then i had to return it since they shipped the wrong model. paid again with visa. didn't get a refund until now. two months later,,,,they are horribly unorganized! i called in four times and every time i was assured that the check was on its way but it never arrived. i am on the hold line as i am writing this review. basically i would prefer dealing locally from now on. they cant manage this whole online order and shipment process. and the customer service people seem like they just want to get you offthe phone line and will tell you what you want to hear ....but let the stuff go through their inefficient process after you hang up.
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Loss:
$400
1 comment
David Rde

To Nimakaj,

I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred in getting you properly credited for your Sears Outlet.com purchase. It certainly sounds as if you’ve had a very frustrating experience and that it still has not been resolved. We would very much like to help and make sure that you receive any money you are due.

My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at smsupport@searshc.com so that we might assist you in a timely manner. In the email, please provide a contact phone number and the phone number the dishwasher 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 (Nimakaj) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Laura D.

Social Media Moderator

Sears Social Media Support

Anonymous
map-marker Jersey City, New Jersey

Sears Repair service

Sears has hands down the worst technicians, customer service and logistics I have ever seen.I have been stood up for repair service 4 times now. I had to take 4 days off of work for them and still no repair. They have terrible communication. Even the blue ribbon service department has not helped me at all.I would never go to a sears store or buy a sear product. I recommend everyone stay away from Sear period. This is so unbelievable that i can not believe they are actually still in business. Please if you have a horror story about Sears post it every where!
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Loss:
$600
Anonymous
map-marker Orange, Texas

Dont use Sears for anything with sub-contractors

We have used Sears for over 40years. We will never set foot in their stores again! Both times purchased items requiring delivery and the use of sub-contractors, Sears sided with the subs when the jobs were messes up. As long as the sub doesn't harm the Sears product, they can tear anything else up and Sears takes their side and you're left with the repair bill. Our last experience we purchased a new refrigerator to replace a smaller side by side that was in excellent condition that we were going to put in our rental. Sub delivered new larger refrigerator perfect but they tore up the handles of our refrigerator, broke the ice and water selector button, put deep scratch in door and deep scratches in our newly painted door frame. We repaired everything but the in door water wouldn't shut off. Complained to Sears. They sided with the contractor and basically called us liars! The repair was less than $100.00! We've spent many many thousands of dollars at Sears - never another penny.
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1 comment
John N Mzy

I learned many years ago to not buy anything at Sears. I now go to Lowes for appliances because they treat me good and have free delivery.

The next day, even. The Sears I knew from decades ago no longer exists.

Company responded
Anonymous
map-marker Rawlins, Wyoming

Bent over the barrel at sears

The nerve of the customer service people at sears is unmatched. I have a samsung dryer that I purchaced at sears about a year ago. It stopped working three weeks agoAnd they still will not send a service person to my house because "Its too far from one of their stores". I live in wyoming and the closest sears is 120mi. away this may seem excessive but if you live in a state like wyoming then you understand that driving that far to make a major purchace is pretty common. At the time I bought it and a matching washer I was assured that they would come if any warranty issues happened. I have spent hours and hours explaining that no local shops work on this brand in my town just to be refered to places 300mi. away, rent to own stores, and ironicly laundrymats. moast recently I was told wait 24 to 48 hours and a case worker will contact me. 2 days later i call back to hear that i need to wait longer. Finally I called the customer complaint dept. and said i wanted an answer as to if i was ever getting service right now... aparently everything at sears takes 24 to 48 hours. All this and I can tell you the sears vans have been spotted in my town neumorus times by me and other members of my family assisting other people. What did I do to deserve this treatment? Am I supposed to give you my money in exchange for empty claims? Will I be at the laundrymat for the fourth weekend in a row this weekend? I wish someone would take that bet. F#@! you sears, F#@! you very much
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2 comments
David Rde
Sears Response

Dear nikalseyn:

We are sorry to hear about the problems that you are experiencing with your dryer. We can only imagine the frustration this has caused you and your family. It is our goal to get your appliances to run properly when servicing and to exceed your expectations. This clearly has not been done for you and we would appreciate the opportunity to assist. My name is Susan and I work for the Sears Cares Team. 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 the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (nikalseyn) in the email so we can reference to your case.

Thank you,

Susan R.

Sears Cares Team

John N Mzy

It sounds like it's out of warranty. In that case, why would you want Sears to fix it anyway??

If you cannot get a local repairman to fix it or there are none, just buy a new one, preferably from a store much closer than the Sears store. There must be a local store within a 100 mile radius you can go to.

The moral of this story, tho is that no one should ever, ever shop for anything at Sears. I learned the hard way three decades ago about their lousy "customer service." I no longer even buy their Craftsman tools.

Now that there are other stores like Menards, Lowes, etc. why bother with Sears?

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Anonymous
map-marker Tampa, Florida

Sears/online

we have experienced issues with sears online services. We ordered our christmas gifts this year with a sears gift card and the gifts never came and we had issues trying to use the gift cards. Each rep said something different. I still don't know if we have the money on the cards and I am afraid to call them and get the run around..My husband used to work there and come home with headache stories. appliances that didn't get delivered, Sears offering free shipping and then increasing the price to make up for it. His boss would tell him he could do advertizing and then when he was about to do it, tell him he can't. They had a program called take the lead and he would win it a lot and his boss would get mad at him for winning. Strange place. Julie
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Loss:
$120
1 comment
David Rde

To Julie,

I'm sorry that you've had these issues Sears online services. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help get the issue with your gift cards fixed and hopefully keep you as a valued customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and also the following screen name, which I created for you, (Anony060811) 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 Albuquerque, New Mexico

No carpet to test vacuum cleaner in store.

I couldn't try out my new vacuum cleaner until I assembled it, which took about 40 mins. I find it hard to push even when the rotating brush is set to "high",and my carpet at home has a relatively short nap. There was no way to test the floor model in the store because there is no demonstration carpet in the vacuum cleaner department. I hope the maid, who comes every other week, won't refuse to use it. If she does, you'll be hearing from me. The vacuum I bought is the Kenmore Intuition which was rated as a "Best Buy" by consumer Reports.
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Anonymous
map-marker Louisville, Kentucky

Beware of sears service installers & poor customer service

Beware of any sears "service". The experience with installers hired by Sears to install a craftsman garage door was horrible. On 12/4/2010 a sears employee didn't want to wait on me or answer any questions about garage door openers,so then I ordered it online on 12/6/2010 with installation to be on 12/13/2010, but promised ship times 12/09/2010 were bumped to 12/15/2010 which caused installation to have to be moved again 12/17/2010, which caused problems because I had When SEARS installer got to my house12/17 to replace an old garage door opener they "Suddenly" needed another part & extra cost for that part. The installer said Sears and Craftsman WILL NOT honor their warranty if this "extra" part wasn't added. I felt like I was being robbed of another $100 and if I finally wanted my garage door opener to be installed I needed to pay up - which by the way the installer said they couldn't do the day they schedule - as they are standing in my garage on 12/17.They told me I'd have to reschedule that they were too busy! By this point I was done with Sears or so I thought, but really my nightmare with Sears just began. I called customer service that afternoon to tell them what the installers said. They couldn't have acted like they cared any less..(fabulous attitude). I asked if I could return the SEARS Craftsmen opener at my local sears...the one that couldn't bother to wait on me on 12/4/10. I was told no. Then my Second part-time job dealing with Sears Customer Service began, one job I wasn't getting paid but was taking lots of time. I spoke to no less than 10 people associated with customer service, supervisor, I was assigned a social media rep. since I complained on sears facebook - hey - finally got some one's attention, but Korrina was worst. Promised my refund & call tag & follow up email that night. She passed it on to me someone Allan G, that invited me to make another order online!!! WHAT?!! It is obvious there is NO Communication going on there. I JUST wanted My Money Back!!! this is now 12/20/2010. By 12/27/2010 one week later no communication from anyone, I still have item, & all charges still on my Discover card. I call my Special "social Media" Rep. who claimed she has no idea why item not picked up or I didn't at least have install returned since that was canceled on 12/13. Korrina said she requested a call tag from UPS 3times. Now I hate to call someone a lair but why would someone request 3 calls tag in one week when she didn't even know there was a problem until I called her a week later? Hmm? Then she blamed it on my email. I told her I got all other emails from sears, & I asked her for dates she sent the UPS confirmations to me as I was sitting at my PC & could look thru my spam folder. Korrina said it wasn't important now, she will send an email & make a call. After we hung up I thought that is exactly what she said last week & nothing was done so I called the home office and asked for Steve Light VP-Tools & also I wanted to leave a message for Chairman of the Board- Edward Lampert, Theresa wouldn't put me thru; but did patch me thru Korrina again who informed me she was calling customer service for me but had to get off the call to talk to me again. I told her I didn't feel bad as Korrina should have made that call last week after our 1st conversation. I stressed to Korrina I only have Mondays off for item to be picked up. Korrina requested call tags from UPS for Tues, Wed, Thur. If that not the biggest F. U. to a sears customer I don't know what is. Plain & simple They.Do.Not.Care. 12/28 Korrina Promised would call me back to let me know the status of return by noon. No call ever call. I left her a message on 12/28 6pm that I will be dealing with her supervisor from now on. I really think My Social Media rep. just listened and made promises, maybe few notes... and then what Happened???? What did she do when she got off phone. did she:Shreds notes, or wadded them up for some trash can basketball? I don't know. What I can tell you she should have seen what needs to be done to bring this unhappy customer around to a positive conclusion....GETTING MY MONEY BACK SINCE THEY HIRE Shysters in the 1st place.. 12/29/2010 on phone w/Sears Jane, Gabriel and then Brian...2.5 hours...No Kidding!! Sears would actually out me on hold twice for more than 20 minutes...like they were trying to wait me out...make me hang up. Brian finally got a call tag from UPS for Monday and Monday Jan. 3, 2011 UPS came at 4:30. Had to be ad my house all day, but at least garage door opener is gone. and Yes Sears lived up to their reputation. They were able to screw up this return. They got the Garage Door Opener back on the 1/6, but I only credited back the actual item. not the shipping charge, which Brian said would be credited back on 12/29 7:02. and I'm still trying get my money back....6weeks still waiting for refund. shop online often & have returned things to the local stores including Walmart, Target, Khols, Macys and others. NEVER have I ever had a problem. One store didn't even carry that item that I was returning but took it back as I had receipt. No hassles. These are the things customers remember...how you make them fell. Sears is definitely the loser here. Almost six week and still dealing with this trying to get My Money Back. We just feel Robbed!!! I think I am going to mail this letter their shareholders, board of directors, ceo...but really how many people do you have to get to, to get your money back???
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Anonymous
map-marker Seattle, Washington

Sears.com worst customer Service ever!

I ordered Fence Weave for privacy between me & my neighbor. It took 3 1/2 weeks to receive the product after being told it was in stock. After finally receiving the product, I ordered 6 rolls and 4 out of the 6 rolls were less than 2 inches wide allowing the whole world to see through the fence. Sears customer service was and is a nightmare to deal with. They could not call the supplier, had to wait for an email etc etc etc. Still no word from Sears and no fencing to finish the product. What a bust! I could not be more dissatified with Sears over this whole mess.
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2 comments
Guest

back in the day, department stores were palaces of consumption. With shiny marble and electric lights, they became destinations for ladies who lunched in their tea rooms. In a strange way they resembled nothing so much as our modern museums, with cases dedicated to rarities, in the case of department stores, the latest wares.

Sadly those glory days are passed. American department stores outside NYC are a pathetic remanant of what they used to be. I rarely set foot in one unless my mother is visiting, but this year as I searched online for a replacement mattress for my sofa bed, I was surprised to see sears pop up at the top of Google. Hmm I thought, should the mattress have any problems, it would be nice to have brick and mortar option for return. So I place my order, scheduled to arrive in store for pick up on or about Dec 23-25.

Holiday approaches, and I'm busily working away, wrapping packages, finishing up last minute errands. No email from Sears telling me to pick up my mattress. I check website, order still "processing."

Day after Christmas, sick child and I laying on lumpy old mattress, I again check order. Processing. HMMMMM email customer service. Receive auto reply thanking me profusely, buried within, the following information

Per our records I see that you have placed the order for "Memory Foam Sleep Sofa Replacement Mattress" on 12/15/2011.

I see that the expected delivery date was on 12/23/2011. As the expected delivery date has been passed.

I have processed the request to the Research Specialist for the research. The research process may take some time. Please allow us 5-7 business days to get back to you with an update.

We are here for you!

Fabulous, Sears is there for me, which is good because as my parents are coming this week, I will be sleeping on said mattress. I log in to chat with representative. I'm sure this person is located far far away, and is bedeviled by annoying First World Problems all day long. I engage in endless loop in which I request to know if/when/where item shipped from, only to be told "5-7 days." Finally learn item is "in transit." Again "when/where."

Sears doesn't know! Yes your grandmother can track her mail from the freakin' P.O. but apparently Sears has no tracking information on their order.

I request 1. replacement with expedited shipping or 2. cancel my order

After an hour I get disconnected when original rep attempts to transfer chat to supervisor. HAHA Sears, I copy and paste the prior chat and restart

Get transfered to supervisor with clearly higher level de-escalation skills, straight from a script either generated by AI or written by person who has acquired English in addition to another language

Derrick: You have all the reasons to be concerned about this purchase. Honestly speaking even I would be concerned the same way if I were to be in your place.

YAY "Derrrick" feels my pain. Perhaps I *will* get my replacement shipped, or a credit for my inconvenience! I wait, and I wait. fMhson and I play some Lego Heroica Fortran (sigh as I hate kid games).

I wait.

I wait.

I wait.

At least 30 minutes has gone by since "Derrick" and I bonded. Nothing appears in chat window, yet I am still connected. I do some online searching. Apparently other people think Sears Sucks (at CS at least) both on blogs and Twitter. Sears is apparently aware that it sucks, as it has a team of people (with the FAB euphamistic" Social Media Support Escalations team") who respond to the many online rants (geez here is an idea, try putting the time/$ into improving the CS in the first place!)

At least an hour has passed since supervisor "Derrick" swooped in. I've spent more than 3 hours online this AM with Sears. I call it quits.

feMOMhist at blogspot com

Guest

To Valued Sears Customer,

I'm sorry that your Online order has been such a disappointment and that you are still waiting for the order to be completed. We would like to reach out and help get this resolved. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@***.com. Please send us an email providing a contact phone number and the phone number the fencing 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 created for you, (AnonPrivacyFence) 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

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Freyja H
map-marker Carlisle, Pennsylvania

Sears can't deliver a working range.

We purchased a Jenn-Aire range to replace a dead one on 12/26/10. It took a MONTH to get it. Within minutes of installation, we noticed a small problem - the oven light didn't work. We called the installers who had JUST left and were told that it was OUR problem. Called Sears, was told it was likely a bulb and they would send us a new bulb, which they did. The new bulb was approximately 1.3 the size of the original bulb and a different wattage. More phone calls, and eventually a whole new bulb housing was sent. Hubby decided that replacing that was a bigger job than he was up for, so we called Sears again to get a technician out to do the work. Soonest they could help: another MONTH. Shortly thereafter, we noticed that the oven did not cook things well, and discovered that the oven door did not close completely. Called Sears to report that, and as we had a technician coming out anyway, decided that the technician could fix that at the same time. Mid-February, we get our technician who asked if we bought the range new. "Of course we did!" "Well, it looks like it's seen a lot of abuse. Looks like a floor model". Bottom line: door unfixable, electrical system screwed up. Called Sears to get a replacement. Time to get replacement: another MONTH. Yesterday (March 21) the new range was to be installed. Hubby stayed home to await it, got a call that it "wasn't in" but would be installed the following day. I called Sears and found that they sent it to a store about an hour from our home, and was told that they would call the installers so they knew where to get it so that it cold be installed today (March 22). Earlier today, was informed that the range had been sent to a store about 3 hours from our home, and the installation was scheduled for March 28. This is when I pulled the plug on Sears. I called my credit card company to reverse the charges, which they did. Sears is trying to get the installer to come un-install the piece of garbage in my kitchen. I have ordered the same appliance from another store, and they will install it in a week. I will shop again at Sears when pigs fly and *** freezes over, simultaneously.
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Loss:
$2200
2 comments
Guest

Dianne, I have been around and around with "escalation" and "customer solutions" who are full of apologies, but short on actual solutions. I have talked to Sharon, Cassandra, Hector, and others, and everyone promises that things will be taken care of, but things never are.

Three months without a working oven is enough. I am through with Sears.

Sears USED to be known for customer service and reliability, but that is clearly no longer the case. I'm not alone in this assessment.

I an due to have the EXACT SAME MODEL RANGE installed on Tuesday by another dealer, for the same price. Why can they get the range in a week, when it takes you a month?

Guest

To Freyja,

I’m terribly sorry for any trouble, inconvenience and frustration you have endured regarding your stove. Sears has always stood for the highest levels of quality and service; I know we have deeply disappointed you. My name is Dianne and I am part of the Sears Cares Team. We would like to help. We are a single point of contact for escalated issues with Sears Corporate which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@***.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Freyja) for reference to your issue. Our Senior Case Manager Gerald has been assigned to your case and is looking forward to talking to you soon.

Thank you,

Dianne D.

Social Media Support Team

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