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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.

Sears in Philadelphia, Pennsylvania - Sear's Cabinet refacing

buyer beware ,do not ever use sear's for cabinet refacing, mine is all worng and I refuse the pay them the remainder if the balance-sears has no clue in regards to customer service. My refacing project is now going on 14 days and still unfinished. the sales ,project mamagers are all a joke, never returning call back-sub contractors utilized are more of a joke. Please dion't wast your money or time with a company like Sear's. I would recomend that buy stock cabinets and have some one install them , it's faster and more cheaper. What a wast of time as I been dealing with this issue for 3 weeks- missing parts, incorrect measurments -and un-professionel people Pissed in New Jersey
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Review
#331830 Review #331830 is a subjective opinion of poster.
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