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With Official Company Response

Sears in Baltimore, Maryland - Did not properly install gas dryer

Next day, my entire basement reeked like gas. I called Sears, they informed me to call my gas company and they said they would call the installers. The gas co. arrived in 30 minutes, found that the gas line was barely connected to the dryer and fixed the problem. 3 hours later, the Sears install guy came back and said he saw no issues (amazing!). Although their customer service and corporate office patronized us with lines like "wow that's dangerous" or "wow, that's serious" , when asked for a refund from the install we were told- "prove it, our guy saw no issues". I would think with a dangerous mistake like that Sears would want to do a little investigation themselves. Lucky for me the gas co. is helping me prove it (they said "why didn't they just call us?") I will never shop there again, for anything.
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1 comment
SearsCares
Sears Response
#513786

Center,

My name is Kiera and I’m with the Sears Cares Social Media Support team. I would like to apologize for the frustration surrounding your recent experience with our installation team in regards to your dryer. We would like to ensure that your installation is completed to your satisfaction. At your convenience please email our offices at SMAdvisor@searshc.com. In the email please provide a contact number and the phone number your dryer was purchased under. We also ask that you include your screen name (Center) so that we may reference your issue. We look forward to speaking with you soon.

Thank you,

Kiera J.

Social Media Moderator

Sears Social Media Support

Review
#331724 Review #331724 is a subjective opinion of poster.

Sears in Calgary, Alberta - Worst Delivery Timelines and Customer service

My aunt bought me nursary furniture for my expected baby girl due next month. Furniture ordered in Toronto June 26th in store through their catalouge department. First the clerk didnt know what she was doing and after about 30mins of failing to input order called manager who took another 45mins. The order was to be delivered to Calgary which is where i live on July 4th. It is now July 13th and still not received furniture. The said thing is no one from Sears even bothered to call to say furinture is delayed. I had to call and check if it was ready for pick, i called on 4th, 6th, 9th, 12th and all they say is no not here yet. They cant tell me why it is late or when it will arrive. My baby is due soon and i rally dont want it to sleep onthe floor because Sears doesnt even know where their own product is. So very disatissfied with their services. I emailed the customer service centre and all i got was 1 out of the 3 item ordered has deliver date of July 4th and if i dont get it with in 10 days of expected pickup date to cancell my order and re-order. Do they think a 8 month pregnant lady doesnt have anything better to do and who knows if the second order will ever show. I am about to cancel all together and buy from Bay r Us at least they deliver on time. The other 2 items are now detailed until Aug 7th as per the customer service email i got. (who knows if the items will actually show). Worst company to deal with, from the staff in stores who are highly untrained to the staff in customer service and pick up centers
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Review
#331681 Review #331681 is a subjective opinion of poster.
Service
Sears Delivery Service

SEARS HAS THE WORST POSSIBLE DELIVERY

Me and my wife bought a new elliptical at Sears Stores on the 4th of July on the promise that it will be home delivered on the 10th. They charged $100 for delivery and installation. On the 9th I got a confirmation of the delivery time in the early evening of the 10th. I cancelled my meetings for the following day, came back home but no one turned up. When I called up customer support and having gone in circles I was told that it will be delivered on the 12th. Again on the 11th I was informed that the elliptical will arrive on the 12th evening. On the 12th morning, I get a call from a different customer support apparently belonging to Sears saying that the item is not even int he ware house and they don't know when it will be available. I went to the stores in the evening and found that the elliptical was in their warehouse. The stores delivery person was the rudest person I ever talked and was totally unapologetic. He promised a delivery on the 19th which was 15 days from my date of purchase. I cancelled my order and came back extremely pissed. Sears has the worst delivery and customer support ever imaginable
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Review
#331512 Review #331512 is a subjective opinion of poster.
Service
Sears Installation
With Official Company Response

NEVER shopping at Sears again

We bought a dishwasher last year after waiting 10 years to be able to afford and install one. It hasn't worked properly since install and now erroring out part way through the cycle. Called Sears for repair on the service plan we paid hundreds of $ for, had to wait a week for first available appt. Technician cancelled day of service, had to wait another week, I called to confirm that he was coming, never showed. Lied about saying no one was home when he came and when I called the next day to complain to our local store the call record had been CHANGED to read that WE cancelled the service call. Of course the next available appointment is another week away - 3 weeks and counting. Foolishly purchased a refrigerator in June. We had them check before leaving the store to confirm it was in stock and they assured us it was, though it would still be 1.5 weeks before delivery. You guessed it - cancelled the day before. Big surprise - not really in stock, sales tactic. Had to wait another week. Really bad taste in my mouth. Really sorry I gave them thousands of dollars of our hard-earned money. Never again.
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1 comment
SearsCares
Sears Response
#519153

To D.K,

My name is Kiera and I’m part of the Sears Cares Team. I saw this comment and I wanted to reach out to you to see if we could be of assistance. I understand how disappointing it is to wait to purchase a dishwasher and to have your merchandise fail so soon as well as our technician not coming out to complete your repair. At your convenience, please contact my office via email at SMAdvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the 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 (D.K) 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
#331395 Review #331395 is a subjective opinion of poster.
Service
Sears Repair

Sears Oven Comes With Parts Missing

We purchased a Sears Pro Double Wall oven .. and paid and electrician installer over $300 to put this in. When he arrived and opened the box .. the Oven was missing the mounting brackets to install the oven and the package with all the screws. Sears was very UN-helpful in trying to expedite the parts to us which they had left out of the carton. I will never buy another Sears product again. As a result of this we were without our any oven for over two weeks. For the cheap $3 part Sears lost my business for life. Very poor business model.
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Review
#331317 Review #331317 is a subjective opinion of poster.

What happen to Sears?

to stevehaber, loudambrosio, RonaldBoire, RobertSchriesh., DaneDrobny, WilliamHarker, WilliamKunkler, WilliamPhelan, RobertRiecker, EdwardLampert, StevenMnuchin, AnnReese, EmilyScott, ThomasTisch Ladies and Gentleman, When I shop at a Sears retail location I expect to pay a little more for products because of the superior customer service that I have received in the past. If you have a perceived advantage in an area, why would you squander it in such a trying time for retail and the American economy as a whole. I am currently in the most deplorable frustrating dilemma that I have ever experienced with any purchase I have ever made. I recently purchased a gas range at a local Sears and the debacle began with the delivery company refusing to take my old range(I paid for removal) because it was not unplugged (LITERALLY- REFUSED TO UNPLUG A RANGE WHICH COULD HAVE BEEN DONE AT EITHER END OF THE CORD-gas was disconnected) then I tried multiple calls to customer service which led to multiple disconnections. Is the poor communication infrastructure the result of outsourcing your call centers? When I did have the opportunity to speak with alleged supervisors they fail to return calls and then the call is disconnected and the cycle repeats. I understand the need to explore different avenues for savings but to what end? If you destroy the only value proposition you currently have, what is the business plan for sustained growth in the future. If I wanted the lowest price on a product I would spend my hard earned dollars at Walmart, they have perfected that model and along with that I would have expected little or no customer service. Since 1893, Sears has been the quintessential American retailer- please save some folks their jobs and turn around the floundering behemoth you all have been chosen to run. Sincerely,
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Review
#330763 Review #330763 is a subjective opinion of poster.
Loss
$1400

Unhappy with Sears appliances

We bought all new appliances from Sears based on consumer reports surveys paying more than we would have for other brands. We have had problems with each of them, but none more than the washing machine. Shortly after the warranty expired the clothes started coming out as dirty as we put them in. There is nothing we can do at this point except to pay for the service calls, which have not seemed to help. They have terrible customer service that are not friendly nor helpful. We will not be making any future purchases at Sears and will be encouraging friends and family to do the same.
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1 comment
Anonymous
#512662

How is this Sears fault your appliances broke? That happens they only sell the product they don't make it.

If you should be angry at anyone be angry at the manufacturer. They offered you the extended warranty so this wouldn't happen and you most likely denied it again your own fault not sears.

Review
#330691 Review #330691 is a subjective opinion of poster.
I went to the Sears outlet store in Oakland CA 9 days ago and bought a refrigerator. They scheduled a delivery for two days ago and made automated calls to me 4 times and one email to confirm the delivery. I had my old refrigerator pulled out and all the food...
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1 comment
Anonymous
#1282943

I have just had an experience with the sears call centre which ensures I will NEVER BUY FROM SEARS AGAIN. The call centre is in the Philippines (Americans could do this job better, and would care more), and it is worse than talking to a computer.

The phone quality is awful, the English of the people is mediocre and the ability to get anything done beyond what a computer program could do is zero. Why did SEARS do this?

Review
#330538 Review #330538 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$5

Sears Delivery and install? Nope just a drop off and no answers

I bought a new refrigerator and payed for them to deliver it and was told that the would put it in the kitchen hook it up and even move the old fridge for me. I was sold on that that would help me and my wife tremendously. They scheduled the delivery for the next day while my wife was at home and i was at work. they brought the new fridge into the front room and took some measurements and found out that they would have to use the larger back door in the house. they called their boss and said that, then their boss said that they were not allowed to go into the back yard and to leave it where it was. when my wife asked them why all they would tell her is that their boss said not to move it and left with no other answers.
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1 comment
MR.misanthrope
#510376

They pulled an almost identical game with me...Hopefully, what comes around goes around!

Review
#330485 Review #330485 is a subjective opinion of poster.

Sears

In March 7, 2012, we contacted Sears to come out for a service call on a 4 year old Samsung 52" Plasma TV that originally cost $2,500 on sale. The technician did not show up on the day original told to us, but did come out the following day. We left the Technician to do his work in private while we ate are dinner. When the Technician was finished, he handed us an estimate of $249 for parts and another $250 for labor, which was on top of the $99 that was charged for him to come out. We were told we had 30 days to decide whether tofix the TV for them to hold that price. We did not feel that it was worth it, so we purchased another TV and gave this set to our grandson. My son opened the back of the TV and saw that the Technician had removed the part that required replacing. My son was able to replace it for $3.50. This is well below the $249 part cost. Now if Sears has a mark of of well over 9000%, then I'm surprised they have any customers. Then to add another $250 for labor for a job that should have been completed when the Technician was out there is unbelievable. Frankly, I believe this is closer to fraud. I attempted to discuss this with a manager at their service dept., however, I only was elevated up one department to an individual who doesn't give their last name only a number. Their answer was to reimburse me back $50 for the service call. Unfortunately, she did not realize it was about the money, it was about frauding the customer. Then she asked if I would use them in the future. Are you kidding me, I need to trust the people I'm going to and I certainly do not have any trust in Sears.
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Review
#330473 Review #330473 is a subjective opinion of poster.
Service
Sears Repair