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Hi, My husband and I purchased a top of the line Sterns & Foster queen size bed from Sears in Lynnwood, Wa in August 2011. Our box spring began to squeak. We called Sears and shared our concern. We were asked to take up to 12 pictures of our mattress set, box spring...
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#320701 Review #320701 is a subjective opinion of poster.
Service
Sears Delivery Service
First Sears attempted to delivery a brand new mattress with a "small stain" on it. The stain would effectively void the warranty on the brand new "top-of-the-line" mattress. When we explained this was unacceptable we were giving the run-around by every Sears department...
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#320512 Review #320512 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears.com misleading promotion

Ordered a patio furniture set online, and the listing showed "FREE white glove service", of free delivery, assembly, product placement and trash haulaway. Set delivered, but no white glove service. Called customer service, got the run-around for 45 minutes, finally was told that someone would call me withing 24 hours. No surprise, no call. After being dropped several times when I called them, I finally got someone who told me that the promo was an IT error, and they could offer me 50% off assembly. What a farce! FALSE ADVERTISING, LOUSY CUSTOMER SERVICE, NEVER AGAIN. WILL NOT SHOP SEARS
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Review
#320393 Review #320393 is a subjective opinion of poster.

Sears in Ashland, Kentucky - Refuse to help with warranty on box

I purchased a Kenmore Elite Food Processor in 2010. I have moved and in the process, I lost the receipt. I figured they could look it up and would be no problem. I have had to replace this piece of junk one other time and never even had to present the receipt. Now, I go to the store and they refuse to help me. I called the Kenmore number and the 4myhome number and all I get is transferred to another individual that cannot seem to help. On the box of my item, it clearly states a 5 year warranty and a LIFETIME motor warranty. They refuse to honor their own warranty. It sucks. I just built a house and purchased thousands of dollars worth of appliances and have had trouble with the dishwasher already. Sears bites. I will never purchase anything from them again. I just want my item replaced like they should. Instead, they offer me a gift card that won't even cover the price I paid for the item. Everything is computerized now, there is no reason, they couldn't find it if they WANTED to. I say we should boycott sears from now on.
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Review
#320207 Review #320207 is a subjective opinion of poster.

SEARS/GOODYEAR TIRE $80.00 REBATES

Before you get caught into buying tires because of rebates think twice! Bought Goodyear tires because of the $80.00 rebate at Sears It took 4.5 months to get the wrong amount. After many calls to the rebate center I finally received only $40. Unreal! Do not know why it takes goodyear rebate center so long to issue a wrong check. I will never again be influenced by the Sears/Goodyear rebates. I know it's possible to get a better deal up front at other outlets for other makes of tires without the hassle of going through the process of rebates. When I look at the final cost it wasn't worth the trouble.
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Review
#320034 Review #320034 is a subjective opinion of poster.

Sears in Newark, New Jersey - Tool Box Bottom On Clearance

Bought a tool box bottom at $ 19.97 on Friday and was suppose to be picked up at merchandise pickup set for that Monday- I made sure and was reassure by the sales associte that the box would be pickied up and placed in merchandise pickup. At the sametime I was told I could pick the item up earlier. Well I was able to stop by on Sunday but no box could be located upstirs or in the tool dept. The guy said he could only do a refund-At that point I assured the associate that I would explore different aveues. He took my info for a manager to contact me butb no call. The following Friday I received a automated call that my item was available for pickup, but as before nothing was available and the info was takened again. Still have not received any responses from Sears # 1294
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#320011 Review #320011 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response

Sears/bedding

I have called sears on several occasion about my sealy mattress. I was told to take a picture of the bed and e-mail to them . I did this on two occasion and was told that It was 1inch not two inches deep when you lay on the bed you can feel yourself in a sink, I have toss and turn at night trying to get comfortable on this bed, when i wake up you can see a big sink in the bed. I have also asked for someone to come out to inspect my bed but I was told that I had to pay for someone to come out. My pillowtop cost me a lot of money, and now I cannot get a good night sleep. I think that Sears should have a better customer relatiions in this department.
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2 comments
Anonymous
#485792

Hi,

My husband and I purchased a top of the line Sterns & Foster queen size bed from your store in Lynnwood, Wa in August 2011. Our box spring began to squeak. We called Sears and shared our concern. We were asked to take up to 12 pictures of our mattress set, box spring specifically and use a string and do measurements taking pictures. First of all, how to you photograph a squeak? Second of all, when I see your CEO on CNN bragging how Sears takes anything back, you do not even need a receipt this is a blatant lie! We do have our receipt. Now, we are having to pay a delivery fee to have our replacement box spring delivered. Your dispatch called yesterday to confirm our delivery of our box spring today (May 25, 2012) between 11-12pm. We just received a call from Sears this morning informing us that our delivery was cancelled due to an error. My husband took off work to be here today for our delivery and now it is not happening. This is not acceptable customer service! You can tell your CEO it isn't about building a better website that will attract customers to your store, it's about how you treat them once they make a purchase. I feel we should have been able to drive our box spring right back to your door step of your store and return it without a receipt just like Mr. D' Ambrosio claimed your return policy works! Well, it doesn't even work with a receipt and then getting hit with a delivery fee on top of it is pitiful! It is customer service errors that are driving your customers away and sadly you can add us to that list!

Sincerely,

Jill & Bryan

SearsCares
Sears Response
#484060

Dear Anonymous,

Please accept our apologies for the issues you are having with your new mattress sinking when you lay down on it. I certainly understand your concern with this sinking issue and see how that can affect your night's rest. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means we handle a situation from start to finish with one dedicated case manager. I found your post here and want to reach out and offer our assistance to help resolve your complaint. Our case manager will be able to assist you with this issue and also help with any past or future complaints that you have with Sears. We value your business very much and want to speak with you regarding keeping your business.

At your convenience please contact our office via email at smsupport@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 mattress was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code that I have assigned you (mattress319732), 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

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Review
#319732 Review #319732 is a subjective opinion of poster.

Sears customer service

Sears delivered my appliance I ordered from them $3000.00 dollars worth...my girlfriend was at the house for them to do the installation...the "professional" installers could not locate the gas cutoff valve to install my gas range . So they left without the installation and said to reschedule when the gas shutoff was located. I arrived at home looked under the cabinet and located the shut off valve "Genius". So I called and rescheduled ....they were scheduled to arrive 2 days later to finish the install. I called to confirm on the day on the installation....and Lowe and behold... they failed to get the work order processed. So now I have to once again change my work schedule to get these *** back out here to finish there job!!!! All they could say was they were Sorry but couldn't do anything else but reschedule for the next day.....*** POOR SERVICE!!!! Will not buy anything from them again......Worthless !!!!!
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1 comment
Anonymous
#485777

I had a washer and dryer delivered. The dryer came with the wrong cord (apartment manager error).

I had to go to Sears store and trade it for correct one. I have called the 800 number to set up a work order to finish the installation. Each time (3 times over 3 days), they ask for all my info, "process it" and NOTHING! The local people show no work order.

I called Sears 800 tech support and the ended up apparently transferring me to same incompetent call center (which really pissed me off). Each time I did talk to human being - apparently interfacing with computer. I don't know if this is a glitch in software-sending work order into twilight zone --or human error. But frankly, spending waaay too much time on SIMPLE thing -it makes me wonder what would happen with more complicated issue.

Just now, I called an associate at the store and he arranged for the work to be done tomorrow......NOTE TO SEARS: It takes a physical presence to deliver, install and repair the big items you sell (washers, dryer, refrigerators).

Sending things like making appointments to a far away call center CANNOT possibly give the same service. You need BOOTS ON THE GROUND!!

Review
#319585 Review #319585 is a subjective opinion of poster.
Service
Sears Installation
July 30, 2011 – Purchased Craftsman GT5000 tractor. Mowed with it a few times, then it was winterized and stored for the winter. Spring, 2012 – mowed twice with tractor and noticed it had completely lost power, would barely move with the throttle on high and pedal to...
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1 comment
Anonymous
#482965

:cry :cry :cry :cry :cry :cry :cry

Review
#319490 Review #319490 is a subjective opinion of poster.
Loss
$2018
With Official Company Response

Sears in Newark, New Jersey - Defective Central Air Unit

Purchased a central air unit in May 2010. June 2011, air has no freon. I had not purchased service agreement (trusting the guarantee and good quality from Sears). Coil system corroded and had to be replaced and I had to pay for it. May 2012, Air had no freon again!!! Now I have the service agreement. A product was placed to seal and mask the problem... I have tried to contact Sears, NOBODY is taking responsibility for the issue. I wrote a letter to Sears, no response. How can I be sure that come May 2013 I will not have the same problem with the unit. I PAID ALMOSt $4,000.00 for this air conditioning unit. Next step, contacting the better business bureau!
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1 comment
SearsCares
Sears Response
#484087

Dear Maria Diaz,

We are truly sorry for the problems you encountered with your previous air conditioning unit and with your current air conditioning system. We understand the frustration and aggravation you are experiencing with having the same issue happen with both units. 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 an issue from start to finish with one dedicated case manager. We would like to look into this issue further and offer our assistance to help resolve it. We want to make sure that everything that can be done for you is being done.

At your convenience please contact our office via email at smsupport@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 air conditioner 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 (Maria Diaz) 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
#319466 Review #319466 is a subjective opinion of poster.