Latest review first
  • Latest review first
  • Most helpful reviews first
Filter by rating
1 2 3 4 5
filters
State:
Show
City:
Show
Product:
Show

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 !!!!!
View full review
Comment
2 1
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!!

Reply
0 0
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...
View full review
Comment
1 0
1 comment
Anonymous
#482965

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

Reply
0 0
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!
View full review
Comment
0 0
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

Reply
0 0
Review
#319466 Review #319466 is a subjective opinion of poster.
With Official Company Response

Sears Portrait Studio

Sears portrait was suppose to make our portrait ready by 05/10 & 05/13/2012. But when I showed up at the store to pick them up, the rep said those are not ready, those are shipped from somewhere in MO and he has no clue when it ll come. He has no idea / date / or any type of confirmation about that. Ruined the purpose of the pictures, got this clicked for some event but never delivered on time. After that visit i reached out to Sears to check when those ll b ready, no one cares to pick up the phone or return the voice message. It is 8 days over already the committed date, but no clue.
View full review
Comment
0 0
1 comment
SearsCares
Sears Response #484073

Dear Sans424,

Please accept our apologies for the length of time it has taken to process your portraits. I certainly understand your frustration with not having your portraits ready for the event you had them taken for. 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 start to finish with one dedicated case manager until it has been completed to your satisfaction. We would like to look into this issue and offer our assistance to help resolve your issue.

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 portraits were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Sans424) 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

Reply
0 0
Review
#319285 Review #319285 is a subjective opinion of poster.
Loss
$150

Sears Carpet Cleaning Horrible Service

I had my carpets cleaned by Sears. Of course they talked me into an upgrade and my bill was almost 300. They moved furniture out of rooms and did not put it back, they randomly put plastic protectors under my wood furniture, at least half of the furniture was sitting on a wet carpet. They left my entire tile entryway all wet, it took three towels for me to clean up the water. The carpet cleaning was questionable, I do not think they did the pet enzyme or even cleaned my carpets correctly, I was in my office working. How did they do 6 rooms, stairs and hallway in 35 minutes and use the enzyme cleaner and then also use the upgraded service (not the wand)???? Then when I called their service manager, of course the technicians denied everything and he said that his lead technician was one of their best and basically said I was not telling the truth. I will never use their service again-EVER!
View full review
Comment
0 0
2 comments
Anonymous
#937881

Did they always use truck mounted equipment or do they use a portable unit without the customer knowing. If you witnessed them using a portable machine and not a truck mount go to you State Attorney online complaint and file a complaint against them.

Reply
0 0
Anonymous
#937876

You should all take your complaint to the Attorney General of your state. Did they use a truck mount or did they use a portable cleaner on wheels. If they did not use a truck mount you absolutely need to go online and complain, no matter how long ago this happened.

Reply
0 0
View more comments (1)
Review
#319126 Review #319126 is a subjective opinion of poster.
Service
Sears Cleaning Service

Sears sold me a lemon

I purschased a fridge from sears. A 1700 hundred kenmore elite, I also purchased the warranty. I have nothing but problems with the Ice makers. Sears has a lemon policy, if you they come out four times in one year and replace parts, they say they will replace it. Well they lie, The repair people have been out around six or seven times. When ever I call they give me a excuse why they cant. When I asked to speak to a supervisor they say they dont have any. So here I am calling them out one a month for repairs. I will never shop @ Sears again. If they go out of buisness, they have it coming.
View full review
Comment
2 0
2 comments
Anonymous
#481929

Dear Day318853,

Please accept our apologies for the problems you have encountered attempting to get your Kenmore Elite refrigerator repaired. We understand that this experience has been very frustrating for you and your family. I'm not sure how to adequately convey our sincerity to you but you should know that we are here to help with this situation on the refrigerator. My name is Robert and I am part of the Social Media Support Escalations team at Sears and we would like to look into this for you. At your convenience, please contact our office via email at smsupport@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 Kenmore Elite refrigerator 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 (Day318853) you used to post on this site, for reference to your issue, and we do look forward to speaking with you soon.

Thank you,

Robert B.

Social Media Moderator

Sears Social Media Support

Reply
0 0
Anonymous
#481928

Dear Day318853,

Please accept our apologies for the problems you have encountered attempting to get your Kenmore Elite refrigerator repaired. We understand that this experience has been very frustrating for you and your family. I'm not sure how to adequately convey our sincerity to you but you should know that we are here to help with this situation on the refrigerator. My name is Robert and I am part of the Social Media Support Escalations team at Sears and we would like to look into this for you. At your convenience, please contact our office via email at smsupport@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 Kenmore Elite refrigerator 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 (Day318853) you used to post on this site, for reference to your issue, and we do look forward to speaking with you soon.

Thank you,

Robert B.

Social Media Moderator

Sears Social Media Support

Reply
0 0
View more comments (1)
Review
#318853 Review #318853 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1700

Worst Experience ever with SEARS

Truly a HORRIBLE experience. I went to the Sears store local to me, in Minnetonka, MN. Was looking to replace an older Kenmore dryer with a new one. While at the store did a quick price comparison with Lowes and found an equivalent dryer for 100.00 less, but since my Kenmore worked for 20 years figured I would stick with the brand. Here is where the trouble began... When I walked into the store I came across the 2 "sales associates" apparently assigned to the department - they were engaged in a rather negative conversation that I gathered was in regard to their current job. I walked directly to them I stood there apparently unnoticed for at least a minute watching them jabber away about the poor state of their organization and their jobs (customer service at its finest). When they deemed it was worth their time to pay attention to me, I made it very simple for them, I was looking for a gas dryer that was on sale and was a Kenmore brand and preferably the least expensive model - this was for a rental unit so no need to spend 2K on a dryer... The associate who helped me brought me over to the most expensive unit in her department and said here it is (way more then what I wanted to spend on a dryer, I explained that to her, but she told me this was the one I wanted) I asked her why (i.e. features, benefits, etc) all she could say was that it would do more... SERIOUSLY, who trains these people? She was NOT the brightest bulb on the tree to be sure and I credit her inability to make a logical argument as to WHY I would spend far more than I wanted to on the "more expensive" unit to management... clearly poor hiring decisions AND a complete lack of proper training. When I made it clear that I wanted the least expensive model she finally brought me over to one that would suit my needs. I agreed to the buy and we went to check out. I explained to her that my business partner wanted to put the order on his credit card (he was registered in the sears system) and asked if we could call him for that part of the transaction - she said that she could not do that UNLESS it was a sears card... seemed strange to me, so I asked her if she could confirm with her manager. She told me that the answer would be NO and that we would need to move forward with my card. I asked her if I could simply have my partner place the order online and her response was, "well, yes, but then you wouldn't be buying it from her... LIKE I GIVE A *** was my thought... she offered me no value at ALL and yet acted as if her personal sale was more valuable then my desires or convenience. As I wanted to get past this nightmare of an experience I agreed to purchase it with my card and she began to ring the order up, a 499 dryer turned into 750 before my eyes and I had to ask her WHY it was so much more expensive (I requested delivery, installation and removal of the old dryer.) She NEVER broke out pricing, simply rang it up... ARE YOU KIDDING ME? so I discover that I had to pay 35.00 "extra" for required parts and 150 for delivery and installation... $150? really? anyway, I agreed and she ran my card. Apparently the SYSTEM froze, so it charged my card but did not record the delivery date or instructions (to be clear, there is NO question that sears has the most antiquated systems I have EVER seen in a major retailer, my local, locally owned coffee shop has a better system... She explained to me that she would have to cancel the order and ring it in again, thus locking up 1500 on my card as it takes 2-3 days for a refund... I agreed but of course the second time through my card was denied (not due to credit limits but to a fraud alert). So now, I tell her that I will just need to have my partner order it online to which she replies, let me call me manager to see if I can take his card over the phone... ARE YOU *** KIDDING ME???!!! you told me that you could not do that and your manager would say no but NOW that there is no other option for you to get your "commission" you are willing to work with me??? The manager approved of course and the order was completed... More fun... they never gave me a confirmation of delivery time, supposed to come today, I called in to get an answer and after a long hold and dealing with a broken voice recognition system I dealt with a woman whose accent I could not understand but after I gave her my information she told me that I needed to call ANOTHER number for help and without asking me if I had a pen and paper ready started to rattle off a number... I quickly corrected her on proper etiquette, got a pen and paper and she read out the number... I called the number and honest to God I just finally got off the phone with them 30 seconds ago... they told me that it would be here "sometime" between 3 and 7... RIDICULOUS It took me the same amount of time to write this review as it did to get a *** answer from sears as to WHEN my order would be delivered. NEVER EVER EVER EVER WILL I DO BUSINESS WITH SEARS AGAIN.
View full review
Comment
1 0
1 comment
Anonymous
#481188

Dear Anonymous,

My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. We came across your post and wanted to reach out and offer our assistance with your recent experience with Sears. We’re very sorry to hear that our business partner at the local Sears in your area didn’t provide the proper information about the dryer and we apologize for the frustrations this may have cause you and your business partner. This is not the kind of experience our customers should be encountering with us and we would like to speak with you, to provide the proper feedback to our business partners at the store level. Our department “Sears Social Media Escalations Team” is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.

At your convenience, please contact our office via email at smsupport@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 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 (Anonymous) you used to post on this site, for reference to your issue, and we do look forward to speaking with you soon.

Thank you,

Robert B.

Social Media Moderator

Sears Social Media Support

Reply
0 0
Review
#318801 Review #318801 is a subjective opinion of poster.
Loss
$500

How sears is ripping customers off

we bought 9000 dollars worth of kitchen equipment and washer and dryer this is just another problem plauging this equipment.now the top on the washer is rusting and is a clear case of manufacture defect of equipment which they say will not be covered.clear case that the porcelian was improperly installed from the factory.but even we have paid for an extended warrantry and if the come out to see it we will get a charge for the trip even tho we have a extended warrantry.another case of being ripped of by sears we will never buy another piece of kenmore equipment NEVER AGAIN!!
View full review
Comment
1 0
2 comments
Anonymous
#481209

Dear Anonymous,

Please accept our apologies for frustrations surrounding your washer. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We understand your concern with the rusting of your equipment. We are certain that our agents have done all they could in helping with this matter. We would like to contact you and further look into what your extended warranty covers and to also go over what options we have to turn this into a positive experience. You are valued as a Sears customer. At you 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 your washing machine 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 “Anonymous / 318657” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.

Social Media Moderator

Sears Social Media Support

Reply
0 0
Anonymous
#481207

Dear Anonymous318657,

We saw your comment here and wanted to reach out and apologize on behalf of Sears Cares for what happened with your Kenmore washer. We apologize for the delay in finding your comments also and wanted to ask you to contact our team, to allow us to check into what happened and see if we can make this right for you. Especially if it has not been resolved so we can ensure this happens. We value your business very much and offer our deepest apologies for any frustration this has caused you and your family.

My name is Robert and I’m part of the Sears Cares Escalations team and we’d like to step in and resolve this issue for you. At your convenience, please contact our office via email at smsupport@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 that the Kenmore washer 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 (Anonymous318657) you used to post on this site, for reference to your issue, and we do look forward to speaking with you soon.

Thank you,

Robert B.

Social Media Moderator

Sears Social Media Support

Reply
0 0
View more comments (1)
Review
#318657 Review #318657 is a subjective opinion of poster.
With Official Company Response

I placed an order online with Sears.com, put some tools on layaway. I thought the payments were to be made every month, but they were to be made every two weeks. I got a notice that I needed to make a payment, so I made a double payment. It showed my account as being...
View full review
Comment
2 0
4 comments
MauiAl49
#482552

Having worked at Sears and dealt with customers angry about issues with Sears.com, I can tell you that the manager who called was most likely upset because he got stuck with the problem caused by Sears.com. I worked at Sears here in Hawaii and there are many things that we do not carry that can be ordered online.

When a customer wants to return such an item, we cannot process the return if it is not in our system at the store level. Often we can call the district office and get it put in, but if a customer comes in after 3pm on Friday, nothing will happen until Monday at the earliest. Unfortunately for both customers and store-level employees, we cannot make .com do what's right.

The same goes for service and delivery. We can rant at them all we like, but in the end WE are the ones with the angry customers in our face, not them.

Reply
0 0
View more comments
Review
#318596 Review #318596 is a subjective opinion of poster.
Service
Sears Shipping Service

SEARS Roebuck - poorly built water heater led to over priced installation cost

Purchased a new SEARS branded gas hot water heater and bought into having the installation done through a SEARS subcontractor for $229 standard installation. The water heater purchase invoice did say if installation was beyond "standard" or words to that effect, that additonal costs could apply. The water heater inlet and outlet nipples were not "square" to the tank requiring the installer to use a small amount of additional copper tubing and angles for the connections. Plus, the exhaust vent required one additional 90 degree elbow and one longer section of vent piping. The material input was quite minimal and the additional labor partly due to the SEARS product being mis-built, in my opinion. In addition to the $229 basic installation price and as a "standard" fee another $135 was added for the minimal additional material, again, needed due to an out-of-square SEARS water heater. NEVER again will I make a significant purchase from SEARS and, NEVER again will I have ANYTHING installed via a SEARS sub-contractor. Rather, I will purchase directly from the contractors. SEARS has lost this customer.
View full review
Comment
0 0
Review
#318533 Review #318533 is a subjective opinion of poster.
Service
Sears Installation
Loss
$800