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With Official Company Response

Sears in San Antonio, Texas - Bad Customer Experiance

Bad Customer Service experience at Sears at Ingram Road. The router I purchased on 01/05/12 as a router/table combo stopped working today. I took it to the repair center who told me that it was under a 1year warranty and protection plan so I needed to take it back to the store to be replaced. I go to the store and the associate asked me for my receipt. I told him I did the electronic receipt and don't have a paper receipt for me. He says "Sorry can't help you that's why you should keep your receipts." And he tries to go onto the next customer. I stopped him and told him again I did the electronic receipt and asked him to look it up. He "Couldn't Find it". I aksed him for the 1-800 service number which he doesn't want to supply at first. Instead he wants to give me the store number. I demand the Service number which he finally gives me. I call and they find the receipt and email it to me. By now a 2nd associate interrupts me while on the phone and says "You don't need the receipt because the routers warranties are only good for 30 or maybe 90 days sir." I told him now and showed him my receipt. He apologizes and walks off?????? Now dealing with a third assiocaite he tells me he needs to call a manager for an override. The time is 5:07. At 5:17 I asked him why am I still waiting. He calls again. At 5:27 I remind him Im still waiting. He makes a phone call and finds that the manager is at lunch. At 5:30 he tells me he is going to go find a amanger. At 5:38 he returns with a manager and she tells me she will open a work case and Sears will send me a box to ship my router in and I should get it in 5-7 business days. I had enough. I told her no I will not wait any more. She then says…"Let me go talk to the manager and see what we can do?????????" She comes back and says they will replace the router. The third associate reminds her that it was a router/table combo. I did not bring the table. She says "Oh no we can't do that, hold on let me go talk to the manager again" When she walks off I call my wife and ask her to bring the table. Five minutes late she comes and says "Never mind we don't need the table" I had to call my wife back and tell her never mind. She had just loaded it into the truck. They replaced the router and told me that the warranty will still be valid for the new router but because they had to replace it with a slightly different model that I might have "Trouble in the future??????" ALL my tools are Sears/Craftsman. From now on Lowes and Home Depot will be where I shop for my tools. Sears/Craftsman has lost a 2nd Generation Customer!
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1 comment
SearsCares
Sears Response
#517902

To Amorrison,

I would like to continue to apologize for your frustration with the problems you encountered with your router as well as the poor customer service that you received. I see that we have already received your information through our Facebook page but we would like to offer our address to other customers who may see your post and need assistance. Please reach as at SMAdvisor@searshc.com and we will be sure to have a Case Manager contact you as soon as possible.

Thank you,

Kiera J.

Social Media Moderator

Sears Social Media Support

Review
#333719 Review #333719 is a subjective opinion of poster.
Loss
$99
With Official Company Response

Sears in Delray Beach, Florida - Failed to honor a return within 2 weeks of purchase

Bought a washing machine after being told it would be a few hundred to install. Instead it was almost $2000 to install. The manager and General Manager refused to honor my return even though they knew it was purchased so recently and even though I have a month to return it. DO NOT TRUST SEARS. THEY LIE. The claim they cannot find my info in their system without my receipt and they cannot override the system in order to file a return. They literally do everything possible to not allow you to return an item, BUY ELSEWHERE! Not to be trusted.
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1 comment
SearsCares
Sears Response
#517913

To Anonymous,

My name is Kiera and I am part of the Social Media Support Team at Sears. I am very concerned about what I have read here, I can understand the frustration you’ve had trying to return your washer without a receipt. Losing a receipt can definitely make things difficult but not impossible. We would like to help make sure that this situation is handled as quickly as possible. 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 SMAdvisor@searshc.com so you (and others) don’t have to continue to be impacted by this. 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) as well as the screen name (washerreturn) which I’ve created for you and we will call you directly.

Thank you,

Kiera J.

Social Media Moderator

Sears Social Media Support

Review
#333473 Review #333473 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response

Sears in Kannapolis, North Carolina - DO NOT BUY THEIR LAWN MOWERS

We purchased a lawn mower, Craftsman, BRAND NEW in box March of 2011. We've already taken it to be fixed THREE TIMES!!!!! The repairs have cost more than the lawn mower itself. Defective? I'd say so, but Sears doesn't agree. That lawn mower has never worked like new since we've gotten it. Next time I will be purchasing from Lowe's. My father got a mower from Lowe's and it worked with no problem for 8 years. Not to mention, every time we bring it to be fixed they drain the gas and don't replace it. So insulting.
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3 comments
arty
#541475

I too will NEVER buy anything again from Sears. I have a mower 7 months old can't use it, Sears service is terrible. I had a tractor from Lowes for 3 years and never had any problems with it.

conklinf
#539819

After speaking with a Sears representative, I am so excited to say they replaced my lawn mower! I am really content with how professional Sear's representative, Gabriel, was.

I'm really relieved with how things turned out. Thanks!

I am now a loyal Sear customer. Thanks for taking care of me!

SearsCares
Sears Response
#517930

To Conklinf,

I apologize for the numerous failures of your lawn mower as well as the cost of the repairs that you’ve encountered. It can be very difficult to be without an operating mower, especially in the summer, and we certainly understand why you are disappointed by how this situation has transpired. Please email us at SMAdvisor@searshc.com with your contact information (preferably a phone number) and one of our case managers will contact you, please include your screen name (Conklinf) so that we may make reference to your post. We look forward to speaking with you soon.

Thank you,

Kiera J.

Social Media Moderator

Sears Social Media Support

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Review
#333379 Review #333379 is a subjective opinion of poster.

Exploding Over Door (twice) Sears Canada

After having our oven glass door on a Kenmore Elite Induction Range explode twice in a year, we asked for a replacement stove. only to be told that we have to pay a $550 upcharge because we bought the stove on sale. I don't care what I paid for the stove, I just want it replaced with the same model as I bought. If they sold it to me for one price, they can replace it for the same price. That is only logical as far as I am concerned.Having dealt with customer service for a week we asked who can make a decision and they told us to email the Vice President of Sears Canada. Then the calls started coming again from the customer service people, with no change in attitude. Basically saying pay the money or nothing will be done. Below is a copy of the email sent to Sears Canada Vice President. It probably never crossed his desk and was passed to one of his cronies. What a way to run a business. By the time Target moves into their territory it will be time for them to close their doors and go packing. Not soon enough as far as I am concerned.I hope someone out there at Sears is reading this stuff. Pissed...... Sears Canada Attention Vice President, After talking to Sears service department this morning after the glass door exploded on our $3000 Kenmore Elite stove this morning, for the second time in a year. Within 1 day of a year to be exact. The service department wants to send out a tech to replace the glass in the door again. We find this highly unacceptable at this point. Attached are photos from the July 2011 and July 2012 incident. The only conclusion I can come up with is that there must be either a design flaw or a fault with this particular door. Last year the wife could not use her stove for 17 days while waiting for the glass to be replaced. This incident scared the heck out of her again, and I do not blame her. Once I can understand, but twice I do not. The first time it happened, the wife was preheating the oven and it only got to 250 degrees Fahrenheit when the glass blew out. The second time,(this morning) the glass blew out without the stove even being on. Attached are dated photos of both incidents for your review. You might be shocked to see the mess and how this could cause injury. I bought this as a anniversary present for my wife and I am beginning to regret it, as she is afraid to use it anymore. It was lucky that our niece was not here, at her height there could have been serious injury when the glass exploded. I would very much like to hear your thoughts regarding this situation. I don't think replacing the glass again is an option. Personally, the wife would like to have the stove replaced. We purchased the extended warranty on this product, but did not expect this. We have purchased all our appliances from Sears over the years, but have not run across anything like this. Regards,
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3 comments
pmbacon
#530923

After threatening legal action, Sears finally agreed to replace the stove. Free of charge.

Boy, what a hassle. That will be the last thing we purchase from Sears.

Anonymous
#516388

That will be my next option. I do not understand why they don't just replace the unit with the exact same model we have and be done with it.

They keep having Customer Service call us and won't let us talk to someone in charge.

Getting Frustrated..... :upset

TechnoMage
#516368

Sounds dangerous, a good lawyer should be able to get you emotional damage, pain and suffering, cleanup charges, etc... Product liability issues, consumer fraud, recall, you should get a product liability lawyer and take them to the cleaners.

Just sayin'

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Review
#333229 Review #333229 is a subjective opinion of poster.
Loss
$2899

Sears in Livingston, New Jersey - Passed off recondition mower as brand new/delaying refund

Bought mower & used it 3 times then wouldn't start. Took back to store and exchanged for new one. That mower the self-propel wouldn't work. Returned that mower for a different model. On the 3rd mower the mechanism to raise and lower the deck was broken. Returned that mower for full refund. Found out that 2nd mower was actually a reconditioned mower they were trying to pass off as new mower. Then find out the refund will not be put in cking acct immediately. Must wait minimum 10 days but up to 30 days. When I complain to customer service they just say sorry and offer a $50 gift card towards our next purchase. Next purchase? Never at Sears again.
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1 comment
SearsCares
#519275

Dear Tired of poor service,

I would first like to say sorry for the delay in our response. After reading your post, I apologize for the time it’s taking in getting your refund for the numerous non-functioning mowers that you received. I understand what a huge inconvenience it is not having a working mower, especially in the summer time. We would like to talk to you about the situation and look into what we can do to help. 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 your contact information (preferably a phone number), and also please include your screen name (Tired of poor service) so we can reference your issue. Again, we are very sorry that this situation has occurred and look forward to speaking with you.

Thank you,

Kiera J.

Senior Case Manager

Sears Social Media Support

Review
#332631 Review #332631 is a subjective opinion of poster.
With Official Company Response

Sears in Hollandale, Wisconsin - Faulty installation

We bought a wall oven from Sears and when it was installed the bottom trim was left lying loose. I've called the "questions or concerns" number on 6/30, 7/11 and 7/17/12 and have yet to be contacted by an installer to correct the problem. Also involved were countless minutes on hold on each occasion. Sears has no adequate policy to follow up on installation errors and leaves consumers facing an endless run around. While the product purchase was fine, what good is the product if installation is done by incompetents and correcting problems is virtually impossible
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1 comment
SearsCares
Sears Response
#520263

To JJefferson,

I’m very sorry to read about these issues regarding the installation of your wall oven. I recognize how disappointing it is not to be provided with the necessary assistance to repair the improper installation of your wall oven. We understand your frustration and do want to see how we can be of assistance to you. My name is Kiera and I’m part of the Sears Cares Team. At your convenience, please contact my office via email at SMAdvisor@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the mower 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 (JJefferson) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Kiera J.

Senior Case Manager

Sears Social Media Support

Review
#332534 Review #332534 is a subjective opinion of poster.
With Official Company Response

Sears in West Palm Beach, Florida - The worst customer service ever

went in for 2 tires oil change and alignment, first I had two service people fighting over who's customer i was (commissioned sale) I got a hold of the manager and told him no-one should be put in this situation. with the fighting going on I missed going to the movies with family. next I was told about 1 1/2 hours for completion. 4 hours later they told me that they broke the stud off one of the wheels and were having a had time replacing it. after asking why no explanation was give after repeated time, at 4 1/2 they told me the car was ready when I asked if the oil change and alignment were completed they said NO when I ask what they were doing all this time nothing said. the auto manager ran out when things started to get heated there. I when to the management office to complain and was told to refer to auto manager who was gone Called sears corporate to Complain, person asked if they could call back they would get to the bottom of this NO CALL BACK 1 week now think they'll call back?????
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1 comment
SearsCares
Sears Response
#520270

Dear Auto Complaint,

I want to apologize for your recent customer service experience at our auto center. It certainly sounds as if you have experienced a great deal of frustration and we would like to assist you in making sure the situation is resolved. My name is Kiera with the Sears Cares Team; we are a single point of contact for escalated customer problems. At your convenience, please contact my office via email at SMAdvisor@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name which I have created for you (Auto Complaint) for reference to your issue. We do look forward to talking to you soon.

Thank you,

Kiera J.

Social Media Moderator

Sears Social Media Support

Review
#332471 Review #332471 is a subjective opinion of poster.
With Official Company Response

Sears kitchen appliance repair

I bought my first set of tires from sears in 1978, since then furnished three different houses with their appliances. the first time i have tried to get a service person over to repair a dish washer they give you the it will be 3 days sometime between 8:00 am and 5:00pm. so i wait wednesday comes by and am told the repair guy is taking off early. were going to have to reschedule you for the following wednesday. Ive got three young kids and my wife died this spring from cancer.so a dish washer is a god send. im going to stand in line and get my washer fixed but sears has lost me as a customer. I wont be walking back through their door. thats why their market share keeps dropping, they cant figure out that thats what they really sell is service.Not stuff you can buy anywhere. GOOD BY SEARS . Mark Lee Lubbock Texas.
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2 comments
Anonymous
#522235

I must say that it may have taken a while but sears did finally take care of my problem. the repairman was very professional. Its been a lot of work to get it done but it has been done.

SearsCares
Sears Response
#520279

Dear Cronkus,

I am so sorry for the delay in the response. I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the delay in your service call for your dishwasher. It certainly sounds as if you’ve had a very frustrating experience with our repair department. My name is Kiera with the Sears Cares Team and we are a single point of contact for escalated customer problems. We would like to assist you in making sure that your dishwasher is repaired and that you are satisfied with the service. At your convenience, please contact my office via email at SMAdvisor@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 dishwasher was serviced under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (Cronkus) for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Kiera J.

Social Media Moderator

Sears Social Media Support

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Review
#332276 Review #332276 is a subjective opinion of poster.
Service
Sears Repair
I purchased an above the range microwave at Sears during a "friends and family" sale 7/15 6PM. I saved more by putting it on my Sears charge card. The microwave(Brand LG) was specially discounted to $219 and installation was suppose to be $119. However the...
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Review
#332124 Review #332124 is a subjective opinion of poster.
Service
Sears Installation
Loss
$139
Below is the email I wrote to sears. Their service has gone by the waist side and they don't care. After reading what I wrote you won't believe their response. It makes the situation even worse. I wrote about a washer and dryer and they responded to me...
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1 comment
Anonymous
#670105

Wish I had read this before my (attempted) purchase of a set of mattresses. Astoundingly inept service from Sears and their service department.

Amazing to spend over $2000 and receive nothing but the suggestion to continue doing what I have already been doing for OVER A MONTH. Second what you say here: if at all possible, avoid Sears.

Review
#332102 Review #332102 is a subjective opinion of poster.