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With Official Company Response
I made a purchase at Sears not sure if the item would work. However, I needed to take it home to see if it would. I clearly asked the explained to the clerk and asked him Sears return policy. I clarified what was needed if returned, etc. in order to get the full...
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3 comments
Anonymous
#511279

Next time if you get one of those comeback cards, wait until the gift card activates then spend all the money on the card. After using the money on the card, then return the item and you'll get your money back

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Review
#328910 Review #328910 is a subjective opinion of poster.
Service
Sears Manager
Loss
$10
With Official Company Response

Sears delivery and customer service are horrid

We bought a washer at the sears outlet around the corner from our house. We paid for delivery. When it arrived, it was severely damaged. I refused delivery. They called to schedule a delivery of another unitl. When it arrived, it was the same damaged unit. I went back to the store and canceled the order and exchanged it for another washer. That one was delivered not only severly damaged, but without any moving bolts in the back of the unit - most likely ruining the entire unit - and someone had written in marker on the warehouse copy of the receipt a lot more damage than our receipt showed. It was clearly fraud. I refused to accpet that unit either. We finally went back to the store and got the whole thing refunded. Still, every morning I receive phone callse from their automated caller to call them back. 3 phone calls later and we can not get the morning phone calls to stop. Today I received 7 calls at 8 am in the morning for an item we already got our refund. This company does not know what they are doing. Don't shop there unless you can take the item home in your car that night. Even then, check other places. I bet you can get it cheaper elsewhere.
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1 comment
SearsCares
Sears Response
#506565

packer girl,

I'm sorry to hear of the troubles you've had with your washer being delivered not as you expected. My name is Brian H. with the Sears Cares team and we'd like to help. Obviously purchasing items from an outlet store means that it is not considered a new product but if it was delivered to you in a condition you didn't expect, then we'd like to know more as well as assist you in any way we can. If you could please email SMAdvisor@searshc.com with a phone number we can use to contact you, as well as the number used to purchase the washer, we will have a case manager call you directly. Also, please be sure to include your screen name (packer girl) in your email so we can reference your issue. Again, we apologize and we hope to hear from you soon.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

Review
#328742 Review #328742 is a subjective opinion of poster.
Loss
$800

Sears

What happen to customer service? You can not go into Sears and buy a product and leave the employees are great but they have TOO many questions and requirements. To check out 1) Do you have a Sears card 2) Do you want a Sears card 3) three different applications later and no approval 4) Telephone number 5) Email address 5) Name 6) Address 7) Debit or credit 8) cash back? 9) email receipt REALLY???????????? 9 step process to check out at Sears? Where is the customer service? None of this is to my benefit! Someone sitting at an office is trying to make a mark on his resume and is using US the customer to get there. I want to get an item and check out be gone! I guess the customer does not matter! Self check outs? Now we know why Wal-mart and Home Depot are winning over Sears!!!! Will not go to Sears again!
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1 comment
Anonymous
#507041

Dear Unluckytexan75201:

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle situations start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our assistance to help resolve your issue. Sears as an organization must get numerous pieces of information in order to be able to warranty your item or certainly be able to pull up your information in case you need to return the item for any reason. We're sorry that this process has upset you or caused you any undue frustration. If you would like to speak with a dedicated case manager regarding your experience, 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 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 your screen name (Unluckytexan75201) 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

Review
#328464 Review #328464 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$99

Sears extra no-nonsense fee

Interested in Samsung French door fridge. No price posted on item, salesperson looked up in computer, said was $1329. for today only, if we waited till tomorrow it would be $1399.99 and if we opened a Sears account since we did not have one we would get an additional $66.00 off which would pay for the delivery since they do not offer it on their major purchases like most retailers. When it came time to set up delivery they said if we wanted early morn./late evening because we both work there would be an additional $19.99 fee. So we picked Friday since we would be available all day and they said on Friday they only offered the early/late delivery so we would have to pay the extra fee anyway. Sales person was very nice called store manage to see if could waive fee, said no, store policy. We said forget it and walked out, never plan on going back. First time in over 30 years we attempted to make a major purchase with this store and we don't ever plan on it again. they deserve to go out of business for thinking people are such idiots.
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2 comments
Anonymous
#506864

Sounds like you're unhappy because they didn't bend over for you. Hah. Clearly the customer is not always right

krken68
#505083

They never offer free delivery anymore !! Not the best place to buy a large appliance at all.

At least not like they used to be. Actually I believe the salesperson was nice for trying to get you free delivery. Hopefully they price-matched for you. Most sears employees are penalized in their commission for the month if they are over a certain price-match percentage.

So they very rarely are looking out for your best interest. Don't be pissed you made a good decision.

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Review
#328462 Review #328462 is a subjective opinion of poster.
With Official Company Response

RUN -DON'T WALK AWAY FROM SEARS/L&M INSTALLATION

Delivery and installation was purchased/scheduled but never happened - almost 10 days later and still no dishwasher - Sears managers were ineffective, L & M Appliance Installation company could care less that they did not delivery and install on 6/21/12 as scheduled (it is now 6/29) and said I could expect it between 5 and 9 PM tomorrow - which means that our travel plans would have to be changed - they did not care - Sears did not care - RUN, DON'T WALK, AWAY FROM THESE COMPANIES - LOUSIEST CUSTOMER SERVICE I HAVE EXPERIENCED IN YEARS - NO CONCERN AT ALL FOR THE CUSTOMER POST PURCHASE - DON'T CARE IF AND WHEN THEY DELIVER
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3 comments
Anonymous
#838170

Only wish I had read this BEFORE I placed a phone order. The whole process has been a nightmare!

I've had the same experience as the other posts. In frustration I drove to my local store this morning as a last resort and the appliance manager spent 2 hours on the phone trying to resolve the installation issue for an order his store did not get.

He went above and beyond for me and was able to get a private installer to do the job. Kudos to Northpoint Sears in Alpharetta, GA.

Anonymous
#508282

I am having the exact same issue now and it is very frustrating. Sears has horrible customer service.

SearsCares
Sears Response
#506467

Anonymous,

I'm sorry to hear of the troubles you've had with your dishwasher. My name is Brian H. with the Sears Cares team and we'd like to offer our assistance. We can look further into the issues that are causing you this frustration and address them as well as make sure you are completely satisfied with your delivery and installation. If you could please email SMAdvisor@searshc.com with a phone number we can use to contact you, as well as the number used to purchase the dishwasher, we will have a case manager call you directly. Also, please be sure to include this screen name I've created(DishwasherInstall) in your email so we can reference your issue. Again, we apologize and we hope to hear from you soon.

Thank you,

Brian H.

Social Media Moderator

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Review
#328243 Review #328243 is a subjective opinion of poster.
Service
Sears Installation
With Official Company Response

Sears Warranty Service- Never Again

I purchased a top of the line Samsung dryer six months ago. The sales representative sold me on the warranty. Supposedly if my dryer broke their prompt sales representatives would be promptly there to fix it. Sure enought 2 months after I bought the dryer it broke and someone came to fix it, but I had to wait for 1.5 wks to get someone there. That was my first experience so I thought that I would let it go. Now, 6 months after the purchse of the product the dryer breaks again and I make an appointment for someone to come out and report. Once again I had to wait 1.5 wks for someone to come. My husband and I work full time so I had someone come stay at the house to open the door because they couldn't get anyone out in the morning. Then, 5 minutes before my window started the repair department calls me and tells me that the repair man had his truck break down and couldn't make it. The next available appoitment was another 1.5wks away. I was livid. I asked them to do whatever they could to get someone at my house sooner. I was transferred to customer care, but no one was able to do a thing. NEVER buy Sears Warranty EVER. They have terrible customer service.
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1 comment
SearsCares
Sears Response
#504468

Dear Jattia:

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our sincere apology for the issues you are having getting your dryer repaired. Please accept our apologies for the inconvenience and distress we have caused you and your family with your scheduled dryer repair appointments. We acknowledge and understand that each time our technician comes to your home it is you, our customer who has to make themselves available. If the technician is late or doesn’t show up it is you who misses some part or all of your day. We truly would like to look into this issue further and offer our assistance to help make sure that your repair is carried out according to the scheduled appointment time and date and assign a dedicated case manager to you to make sure that your dryer is repaired to your satisfaction. This individual will be available to you with this and any other Sears related issues you have now or in the future. We value your business very much and want to make sure that everything that can be done for you is being done.

At your convenience, please contact our office at SMAdvisor@searshc.com. Please send us an email providing a contact phone number and the phone number the dryer 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 (Jattia) 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

Review
#327872 Review #327872 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response

What happened to SEARS Customer service. Worst experience ever buying appliances

Purchased a $2000 Whirlpool Gold side-by-side fridge. Most terrible experience I ever had with appliances. We purchased the item and expected delivery 10 days later as scheduled. Sears delivery didn't show up. Once we called they told us the delivery and sale was canceled because the item was sold by the sales person for the wrong amount (less). We didn't know and it would have been nice to know so we don't wait around all day. At that point we were without fridge for 11 days... Once calling the store manager he helped us out and tried to fix the issue and we ended up paying the difference. He helped with arranging delivery. So far so good... Today we were supposed to receive delivery but 30 min before we get a call from a the Sears Home Delivery folks telling us the delivery was canceled because there was a sign at our road that stated no big trucks should drive on this road and their truck was a big truck. Well, we checked and there was no sign anytime in the day. they lied to get out of a delivery appointment. We waisted an entire day waiting around. When we called the service department to tell them there is no sign they told us we were wrong... So I went and made a picture... They didn't care. Finally they told us we won't get the same driver and he will be out tomorrow (next day) to deliver. 1hr later we get an automated call telling us the deliver was moved out for another week. I feel like we are being held hostage. They took our money. We need a Fridge... it is summer and we don't have one since the old one died and they are playing games with us. I am so disgusted with Sears. I tried to call the service department and ask for the manager. They transferred me and after 30 min they hang up on me. So I called again and they transferred me again and came back once to tell me to hold on and then after 30 min again hanged up on me. It seems to be their policy not letting you talk to a manager. I have bought all small and big appliances at Sears for the last 17 years. Not anymore. If i would treat my customer this way I would be out of business. Remember the problem is in the delivery and service. The sale was in the store was fine. Nice people but it appears they employ a group of no-good people in the home delivery division who are so unprofessional that it is pathetic. Worst experience ever. One more loyal customer gone.
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1 comment
SearsCares
Sears Response
#506453

Anonymous,

I can completely understand your disappointment and frustration with your refrigerator delivery. My name is Brian H. with the Sears Cares team and if I'm putting myself in your shoes, I wouldn't blame you for being upset. We'd like to look further into this situation for you and help in any way we can to make sure your delivery is completed to your satisfaction. If you could please email SMAdvisor@searshc.com with a phone number we can use to contact you, as well as the number used to purchase the refrigerator, we will have a case manager call you directly. Also, please be sure to include this screen name I've created (RefrigeratorDelivery) in your email so we can reference your issue. Again, we apologize and we hope to hear from you soon.

Thank you,

Brian H.

Social Media Moderator

Review
#327687 Review #327687 is a subjective opinion of poster.
Loss
$2000
With Official Company Response
The delivery men that Sears hires are incompetent! My mom purchased a new washer and dryer from Sears that included delivery, haul away, and install. After they hauled away the old washer/dryer and installed the new one, we kindly asked them to level the appliance...
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1 comment
SearsCares
Sears Response
#506445

Foxfire,

I apologize for the way your delivery was handled. My name is Brian H. with the Sears Cares team. I understand from your post that you've already returned your merchandise but if there is something we can do to earn your business back, we want to know. We also want to be sure to address the problem with delivery so other customers don't have the same issue. If you could please email SMAdvisor@searshc.com with a phone number we can use to contact you, as well as the number used to purchase the washer and dryer, we will have a case manager call you directly. Also, please be sure to include your screen name (Foxfire) in your email so we can reference your issue. Again, we apologize and we hope to hear from you soon.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

Review
#327686 Review #327686 is a subjective opinion of poster.
Loss
$1600
With Official Company Response

Update by user Mar 29, 2015

Still no sulfur damage on the old ac unit we put back in the window. Unlike the sears junk this one has held freon so long it wore out the high speed fan relay in the control board.

Took me about an hour to fix it. I imagine if I would have called Sears repair they...

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5 comments
Anonymous
#535351

Sears has not stood behind their product to this day

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Review
#327539 Review #327539 is a subjective opinion of poster.
Loss
$300
I am a pissed off former employee of Sears. I worked at Sears for a year after I graduated high school I did not want to go to college after high school so I choose to work at Sears and that is the worst decision I have ever made. I have quit Sears and will be...
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51 comments
Anonymous
#1367646

This is what black people put up with always hospital schools gov jobs

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Review
#327343 Review #327343 is a subjective opinion of poster.
Product
Sears Credit Card