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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

Sears Delivery and Customer Service

CHECK BEFORE YOU BUY FROM SEARS!: I agree with some other comments here...Sears Home Delivery is the WORST! I paid a couple thousand dollars for a new washer and dryer. It was delivered on the appropriate day. However, the guys who "put it together" apparently do NOT know how to read instructions. The first time I used it, the 250# washer was rocking all over the place! When I looked it over, I found that half of the screws were missing, the lock nuts were wrong, and half of the attachment pieces were missing! So, I immediately called them and was told that they would be back out on Monday, July 9. I never received a call last night. So, I called them today only to be told that they will be here on Wednesday! What the ***????? I am livid! And I know that Sears may or may not read this. Either way, I know they DO NOT CARE about their customers!!!!! I have been a Sears customer for over 20 years, and their service has gotten worse over time. I will most likely NOT being using Sears again. And, I intend to spread this message wherever I can!
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Review
#330308 Review #330308 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears review in Brick Township, New Jersey: Problem still not resolved

My refrigerator has been broke since May 28th 2012, and as of today July 8, 2012, Sears has still not resolved the problem. I purchased the Service Smart Protection Agreement on May 31, 2012. I scheduled for a service agent to come look at my refrigerator. The first agent that came told me that the fan was broken, he ordered a new fan, and told me to call and schedule a new appointment as soon as the I received the new part in the mail. When I received the part I called 18004myhome to see when I was able to get an agent out. I had to wait over a week for the next appointment. I explained it was a refrigerator, I had children in the house, and we did not have an alternate place to store our food but they said there was nothing they could do. My next appointment a new agent came. He was extremely rude to me on the phone and rude to me while in my home. He replaced the fan and told me the refrigerator was working fine. I went out and bought all new food and put everything away. When I got home I saw that the refrigerator was running but blowing out hot air. All of my groceries were ruined and water had overflowed, dripped on to my floor, and caused my new floor to buckle. I then called 18004myhome again, explained the situation, and had to wait about a week for someone else to come. I informed Sears that I did not want the last guy who was at my house again because he was rude and I did not feel like he knew what he was doing. An agent came out and diagnosed the problem. He stated that once the parts came in to call and make an appointment. Once I received the parts I made an appointment and had to wait about a week for someone to come and put the parts in. I requested a certain agent because the last one was horrible. The day of my scheduled appointment, I get a phone call from the same guy that was at my house last time. He called and said he would be there in 15 minutes maybe sooner and I explained that the window of time I was given was 1-5. It was 12:00 but that I would be there by 12:30. The agent was extremely rude to me on the phone and annoyed that he would have to wait. I called and cancelled this appointment and had to wait approximately one more week for another appointment. An agent came to put the parts in, unfortunately he was not able to get the refrigerator running . Sears called it a loss and the agent said that I had to call a certain # to get the $500 that my agreement stated I would get if they were unable to fix my refrigerator. I have been waiting since June 20h to find out about the $500. I have called 18004myhome countless times, waited for hours, been transferred from person to person, with no resolution. Sears told me I had to set up an appointment to have an agent come out again, to verify that the refrigerator was a loss when I was already told this at may last appointment. An agent came and stated that he had no idea why they made me go through all this that he already declared it a loss at the last appointment. I have been calling Sears and still have not been able to come to a resolution. I also saw that when the agent used a lighter to connect the new metal parts together he made 3 burn marks on my new tiles.
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Review
#330289 Review #330289 is a subjective opinion of poster.

Sears review in Washington, District Of Columbia: Bad Pair of Glasses - catracts - sub optomterist

Eye Exam $55; glasses $271.48 on 11/28/2011; 2nd eye exam $20 on 2/8/2011 = $346.48. The subsitute optomtirst recommend that within the next 2 years that my friend get his eyes checked for cataracts - BUT recommend that the glasses be made - well they made his eyes worse until he could no longer read unless using a maginifying glass with the bifocle glasses! plus caussed problems driving. The regular optomterist immediately sent him to a specialist since intial visit on April 26 we have been going there 7 thus far the 8th coming up so far a totasl after medicare is 716.70 but i am sure there are at lest 2 more bills yet; 3rd for the next visit and yet the glasses what medicare does not pay for... Sears said they would make them right - at first offered to refound the glsses price but thats went down the drain called other other day and now they demand replacement under warranty and a co-pay of $40 well guess what Sears has lost him as a customer in the future and possibly me for mine and we have been goign to Sears Optical since 1997. I say the glasses should of never been made for him but what do I know its a nice way to rip off the elderly he is 78 years of age, and have right to complain since the payments all came from me through my bank account
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Review
#329943 Review #329943 is a subjective opinion of poster.
Loss
$346

Sears -Don't buy their lawnmowers

My 81 yr old mother bought a $1400 riding lawnmower from Sears the end of April 2012. She has use it 4 times, the end of June 2012, the DCS pulley mandrel fell off, it holds the belt. It took 10 days for service to come out, now, it is taking 10 days to order the part. They won't pay for anyone to mow her yard, because she didn't buy a "protection plan". This mower is less than 3 months old! She will never buy anything from Sears again. All they are interested in are selling their "protection plans"
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Review
#329826 Review #329826 is a subjective opinion of poster.
Approximately 18 months ago we purchased a Sears model washer dryer set manufactured by LG. while washing a cotton blanket, a couple towels and kids socks and underwear the interior glass (front loader) shattered during the tumble cycle. We heard a loud thumping and...
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10 comments
Anonymous
#1633048

I have an LG model 1201C. I set something on the glass and it started cracking.

I thought diamond glass was suppose to be hard and durable. My son though it was plexiglass-glass and was surprised when I told him what happened.

I chatted online with Sears about installing a new lid and the cost. Could not get a straight answer.

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Review
#329801 Review #329801 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1200