Sears Reviews and Complaints

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

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!!

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

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

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.

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

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