Sears Reviews and Complaints
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37
ISSUES RESOLVED
6K
TOTAL REVIEWS
$2.8M
CLAIMED LOSSES
$1.2K
AVG LOSS
720K
PAGE VIEWS
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Cons
- Poor customer service
- Delivery experience
- Customer service
Pros
- Price
- I will like it when they are out of business
- Product
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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.
1 comment
Review
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!
2 comments
Review
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.
2 comments
Review
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.
1 comment
Review
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!!
2 comments
Review
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...
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4 comments
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.
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Review
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.
Review
Service
Sears Installation
Loss
$800
With Official Company Response
More sears 'Krappe' Again!!
Re: PYT9000 Lawn Tractor 'sears' Krappe! This riding mower has 26 hours of use registered on the hour-meter and is in need of repair again for the fourth time in since Spt. 1st '2010. It was out of service most of last summer which has become old hat for the last two riding mowers purchased at the Ashtabula, Ohio location. The belt broke on the first one at five hours on the hour-meter. Of course it was made in 'china' no doubt so was the 'krappe' mower considering the gauge of the steel components. The 2 Year Warranty expires come September and that causes anxiety regarding future service, repairs and inconvenience from this evidently reject product. As an example the battery was covered for 90 days and had to be replaced last December, as I said the machine has but 26 hours of use. This has become the standard for 'sears' products. Being disabled and having difficulty walking is why I taxed my minuscule budget to procure a riding mower, it takes me nearly eight hours to mow the grass with a push-mower but less than two hours on a rider type. The two mowers purchased have caused nothing but inconvenience, disgust, pain, expense. Not to mention how deplorable my yard has looked the last three years. Now! To add more insult to this sordid circumstance. I called for repair service Friday May 4th and was told of an appointment for the 11th of May. " your appointment is for next Friday the 11th from 1-5 P:M " twice. I then wrote that down in my calendar book at that instant while still on the telephone! When I called the afternoon of May 13th I was told that the appointment was May 18th between 1-5 P:M. I was flabbergasted and purely 'put-out'. I know whom I spoke with and at what times also. I have been in a state of ill-will and disbelief with 'sears' all this decade! Of course now one knows how this snafu came about nor owns up to it. I was never given an explanation what-so-ever! Just the usual effluence of apologies and " thank you for shopping 'sears'. This is revolting. I am going to send facsimiles of this writing to the Better Business Bureau and possible the Ohio Dept. of Commerce and Attorney General for starters. I do not believe customers deserve maltreatment. Period!! ERW-M 15th Mayo '12 @ 0001 Hrs.
2 comments
Dear For Satisfaction Sake,
My name is Stephanie L. and I am with the Sears Social Media Escalations team. Please accept our apologies for the continued issues you are having with your riding mower. We understand that this is a much needed item, especially for those who with difficulties such as yourself. We are especially sorry for the repair appointment that was rescheduled without your knowledge, your time is valuable and this can be an inconvenience. We would like to contact you to speak further about your experience and go over the options we have to see your worries are put at ease. 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 riding mower 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 “For Satisfaction Sake†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
Review
Service
Sears Repair
With Official Company Response
Sears Installation Service is unresponsive
5/12/2012 I ordered installation of a new through the wall air conditioning unit from Sears and it was installed incorrectly. The installation crew chose to tape the old grill cover on to the outside rear edge of the sleeve rather than use the new grill that installs inside the sleeve at the rear and screws down to air conditioning unit. I pointed it out to them and they said what they did, it was good enough. I tried to complain and did not receive any assistance. I have called the 800 Installation service line several times and put on hold for at least 25 minutes each time. I have been hung up on three times after these lengthy hold times. The line rings through and just disconnects. I am going to put their payment on hold until it is fixed to my satisfaction.
1 comment
Dear MNNice,
My name is Stephanie L. and I am with the Sears Social Media Escalations team. We are very sorry to hear that the installation team did not install your new air conditioner to your satisfaction. We understand that the proper installation is expected especially after such a large purchase. We are especially sorry that you have not been able to get through our installation line for assistance. We would like to speak with you to further discuss your experience and to also go over how we can assist. 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 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 “MNNice†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
Review
Service
Sears Installation
Sears in Saint Louis, Missouri - 5 Techs, 6 visits, 20+ hours wasted.
I should have known right away when I called Sears to have my refrigerator fixed that I was in trouble. Me: "Hi, I'm calling to see if a technician can come out and take a look at my refrigerator." Sears Rep: "Certainly, Ma'm. What seems to be the problem?" Me: "Well, it's much too cold. My milk is freezing." Sears Rep: "And would your milk be in the refrigeration or freezer part of the unit?" (Long pause) Me: "Refrigerator?" (Apparently, there are some people out there that are unintentionally freezing their milk. Go figure.) Sears Rep: "Right. Well, we can send out a technician on Thursday, April 26th to help." April 26th: Tech. #1 diagnoses damper issue. Reschedule for part isn't on truck and parts dept. closes in 10 minutes. April 27th: Tech #2 comes and replaces new board & damper control. May 1st: Tech #3 comes and replaces thermosister. May 3rd: Tech #4 comes when parts dept is closed. Reschedules for Sat. (Says he is determined to find problem.) May 5th: Tech #4 tests thermosister and says it's bad and replaces it with new, functioning one. May 9th: Tech #5 replaces damper control. Calls the other techs a bunch of *** May 10th: Been over 30 hours now and my refrigerator is finally working properly again. (Sigh.) Sears: "Wherever You Bought it...We'll Repair it. EVENTUALLY." (F@#$!!!)
1 comment
Review
Service
Sears Repair
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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