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Sears rip-off

I went to a Sears hardware store in Westvale NY (outside of Syracuse) for vacuum bags and filter. The filter was 9.99 on peg, but it is 19.99 at checkout. Clerk goes to aisle, brings sign back to counter, it says 19.99. I go back, find the peg with the filters on it which says 9.99. Which one do you believe? Doesn't matter, no joy. And I tell them I can get the bags online, 10 bags for 9.99. They want 6 bucks for 3 bags! I told them to pack in the filter. Found it online at vacuumsinc.com for 10 bucks, same item. Cost all of 29 cents to make....and it's only 4 x 6 inches! At these prices, they should go out of business.
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Review
#309875 Review #309875 is a subjective opinion of poster.

Sears will be out of business in 5 years

We bought a dishwasher at Sears in November. We paid for and scheduled the installation in the store for the following week. The installer never showed up and we later received a call that the delivery was delayed. When we called the 800 number left on our voice mail, the customer service person, who was obviously foreign and not good at English, asked us why we were calling (?!). She then "couldn't see the screen" that would show her exactly what the problem was. We went through these awful customer service calls about a dozen times; we would get an automated voice mail during the day, we would call back in the evening, and the customer service people would actually ask us what the nature of the problem was. We would say, "We don't know- YOU are supposed to know!" It was hopeless. After TWO MORE rescheduled but failed deliveries, we find out that our dishwasher was discontinued & will never be delivered. We waited 6 weeks for a refund. We then foolishly went to the local Sears outlet, thinking that they are smaller and will literally put our name on the item and deliver within a week. We paid for and scheduled the installation in the store. The installer never came and so at the end of the 3-hour window of time, we called the store. Guess what- they couldn't find our dishwasher! Then, the installer called us a week later & told us that they had the unit & could reschedule the delivery. Guess what- they called us the night before and said they lost the dishwasher! Waited another 6 weeks for a refund. 4 1/2 months wasted with Sears. Store managers were completely unsympathetic and disinterested. Outsourced customer service was atrocious. We will never shop there again.
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1 comment
nikalseyn
#460996

Don't fall for it, Madlebomommy. If the "Searscares" comment is legit, it is still an attempt by Sears at damage control---not improving customer service.

Having worked in this area for decades, I recognize the key words she is using: "issue", "my team", "point of contact", and "escalated concerns". These people *** you into believing they can and will help you in an attempt to convince the reader of your complaint that Sears is really a good but misunderstood company who only wants to do what's right.

Don't waste your time. Those of us who grew up shopping at Sears no longer do, for the reasons cited by you, among others.

Review
#309842 Review #309842 is a subjective opinion of poster.
Service
Sears Installation
I place an order with the sears outlet store online, March 1, 2012 for a washer and dryer. Before completing my order, I called each warehouse where the items were located to verify that they were available and in good condition. Once that was done, I scheduled my...
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1 comment
Anonymous
#462091

I really appreciate the information! I will start that process immediately!

Thank you!

Review
#309788 Review #309788 is a subjective opinion of poster.
Service
Sears Shipping Service
With Official Company Response

Sears is sending me emails on my family's account

I have spoken with four customer service representatives. The first one accidently disconnented. The second said," There's nothing I can do" and I asked for his supervisor and he transferred me to the beginning menu. The third representative transferred me to another area where the lady interrupted and spoke over me when I was trying to explain the problem. She actually yelled and me and hung up. The problem is that I am receiving account information regarding my father's account. I purchase appliances through sears and gave them my email. I have no business receiving information and advertisments for them. Being professional and secure is not an option. ALL I asked was for them to check my father's account that my email was not attached to his account because IT IS! Scary.
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1 comment
SearsCares
Sears Response
#460480

Hello Sadsears,

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. I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. I can only imagine your frustration and hassle with this issue. We can help get you in touch with a supervisor with CitiBank, who handles Sears’ credit. Sears is the retailer and not the bank, thus CitiBank makes all banking decisions, rules and parameters.

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 we will call you directly. Also, in your email, please provide the screen name (Sadsears) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.

Social Media Moderator

Sears Social Media Support

Review
#309657 Review #309657 is a subjective opinion of poster.

Sears in Las Vegas, Nevada - They have taken about a month to refund a product that they have not available

I order some products online with Sears and they did not have available one of the products. I have been calling them and sending email to get refund and They have just refund me partially after almost one monthof the order and after they cancelled themselves. The Sears online shopping is the worst I have had and I want other consumers to know this. I am so very pissed at them for the waist of time and delay in this issue. The service is so disorganized that they don't clearly know what is really going on and they take forever to resolve the issue. They were really fast taking the money, but really slow to resolve the problem.
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2 comments
Anonymous
#461146

I received a similar message from Dianne D with SearsCares. After reading a few more complaints, I noticed that most have received the same "generic" message from SearsCares.

I'm just wondering if anyone ever got their issue resolved through this "single point of contact" or is this more proof that Sears will lie and ignore their customers?

Just wondering...

Anonymous
#460357

Dear Anonymous,

My name is Stephanie L. and I am with the Sears Social Media Escalations team and I have just read your post. We would first like to apologize for any frustrations that you have encountered with your online experience. We do appreciate you as a customer, and would like the opportunity to further speak with you concerning your experience so that we can better understand what transpired, and to also look further into this on your behalf. 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 item 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 / 309614” 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

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Review
#309614 Review #309614 is a subjective opinion of poster.
Loss
$15
With Official Company Response

Sears Deception

On February 12, 2012, I went into Sears and ordered a refrigerator, a gas range, a dishwasher, and a range hood. I had previously went into the store on February 9th and spoke to the saleman, Charley Stein, who advised me that there was a sale on the 12th of February and if I figured out what I wanted I could then order it on the 12th and get the sale price. I asked him at that time if there was an installation cost and he told me that there wasn't. I went home and researched online and found the various models I wanted and my husband and I came back to the store on the 12th of February. I gave Charley the model numbers and all he had to do was input them in the system. Prior to giving him the numbers, I again asked him if there was a charge for installation and delivery. He again confirmed that there was NOT a charge for installation and that I could have free delivery or I could have 0% interest. I told him I would choose the free delivery. He then rang up the sale for me. While we were talking and he was inputting everything in the system, my husband asked him if it was free installation. He told him it was. Although I placed the order on the 12th of February, he told me my appliances wouldn't be here until the 19th of March. Although it was over a month away, we agreed to that. Our present appliances were still working; we just wanted new ones. When I signed the sales slip I again asked him about the free installation and he again told me it was free, so we were told three times it was free installation. The first problem was two weeks later I received a Sears credit card bill for my purchase. The due date was March 18th. That would be one day prior to even getting the appliances. I called the billing department and they assured me that they couldn't change that; it was due then. Therefore, with much trepidation I paid the full amount of $4,379.61 rather than getting charged interest if I waited until after the delivery. When the delivery people came, they set up my refrigerator, connected it and made sure it ran good. Then they set up the gas range and installed it with the new connectors I had purchased. Then they brought in the dishwasher and set it in the floor in the box. They informed me that they weren't the ones who hooked up the dishwasher. That was another person who specializes in dishwasher installation. So the next day when I hadn't received a call for installing it, I called and was informed that there was a $139 charge to install it. When I told them it was supposed to be free installation, they connected me with the store. Charley then denied that it was free connection for the dishwasher. After many phone calls to the salesman and the store manager and the promise that we would be returning it to the store then, they finally agreed to install it for free and a serviceman came and installed it the next day. It took at least five phone calls and lots of threats, however, to get that to happen. We were then told there was a delay on our range hood. It was scheduled to be delivered on March 29th and then installed on March 30th. Since we were going to be out of town those dates, we changed it to be delivered on April 2nd and installed on April 3rd. On March 30th I received a call from Sears stating that my range hood would be delivered on April 2nd and they would call on April 1st with the delivery time window. On April 1st I received a call stating it would be delivered between 10:00 and 12:00 on April 2nd. At 10:35 on April 2nd I received a call that said there was a delay on my range hood and it wouldn't be delivered until April 29th. She said that they didn't have any of them in the warehouse. So now I don't have a range hood. In addition to all of that, when the discussion with the store manager was going on I read my receipt and found out that although I had taken the free delivery rather than the 0% interest, there was a non-refundable delivery free of $69.99 that I had paid. There was supposed to be NO delivery free. So here was another lie on their part. Normally, I do not buy all my appliances at once. This was a big step for me and should have been an enjoyable experience. Instead it has caused lots of headaches, my husband's high blood pressure, and a total distrust of what we are told. In the future we won't be as gullible and I will NEVER shop at Sears again.
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1 comment
SearsCares
Sears Response
#460434

Lornad,

I truly apologize you feel you were lied to and I am so sorry we have let you down. My name is Zenaida and I am part of the Sears Social Media Escalation team. I would like to get you in contact with one of our dedicated case managers so we can look into this further.

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 your appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Lornad) you used to post on this site, in reference to your issue. We truly value your business and look forward to talking to you soon.

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

Review
#309459 Review #309459 is a subjective opinion of poster.
Product
Sears Credit Card
With Official Company Response

Sears Lies to you

Ordered 60 gift cards for my employes for Easter. Sears promised delivery 4 to 5 days. After 1 week we received 19 cards and a few emails that state all our pending cards were canceled. The reason was that they couldn't contact us for verification. Since they have our email on order and our phone number (a 4 line + answering service office setup), we now it's A LIE. They couldn't get the cards fast enough so they dumped our order leaving us in a bad situation. Well, one thing is for sure, none of my 60 employes nor myself will by Sears!
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1 comment
SearsCares
Sears Response
#460361

Plingeritul,

Please accept our apologies for the delay with your online order. We know how important it is to have this order ready for your employees. My name is Zenaida and I would like to get you in contact with one of our dedicated case managers. We truly understand how frustrating this is for you and would like to help any way we can.

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 your online order was registered with (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Plingeritul) you used to post on this site, for reference to your issue. We truly value your business and look forward to talking to you soon.

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

Review
#309393 Review #309393 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$4000
With Official Company Response

Sears no longer the same buyer be aware!

I have purchased several major appliance and a garden tractor with Sears with extended service warranty in total of ~$10000 I thought that the service from the store salesman are good. Obviously this is the only good thing about Sears products and service. The online in-home installation service/repair depart are really bad as well as online assistance : "Unfortunately, I am from Purely Online Shopping Support, we simply assist online shoppers find item and guide them through the website. " Be aware of the pop up from the online live service by Sears!! They will get your order/installation mixed up, and quite often with little knowledge and understanding refusing to provide warranty service. Also you will have to wait more than 15 days to have someone to come and have look at it!! The service provided on the phone is absolutely terrible as well. You may have to wait for more than 20 minutes to have a live person?! Buyer be aware, particular the life-long time Sears shoppers! Sears is no longer the same!! I wonder why Sears is not doing well and closing its stores!!
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2 comments
Anonymous
#461144

I received a similar message from Dianne D with SearsCares. After reading a few more complaints, I noticed that most have received the same "generic" message from SearsCares.

I'm just wondering if anyone ever got their issue resolved through this "single point of contact" or is this more proof that Sears will lie and ignore their customers?

Just wondering...

SearsCares
Sears Response
#460470

Dear Bdsears,

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. I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear that you were not able to receive the level of customer service to your satisfaction and we apologize for the frustration this has caused you and your family. 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 we will call you directly. Also, in your email, please provide the screen name (Bdsears) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.

Social Media Moderator

Sears Social Media Support

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Review
#309034 Review #309034 is a subjective opinion of poster.
Service
Sears Installation

Sears Kenmore washer flooded home.

Moved into brand new home. Bought new Kenmore washer, dryer and refridgerator. Afrer delivery washer flooded home from bad hot water valve on washer, confirmed by Sears technition. Had to have baseboards and carpet pulled and a week of fans and dehumidifiers running. Its been a week and Sears will not replace the washer. Getting the run around. Terrible customer service, they just dont care. Getting a lawyer Monday. Dont buy from Sears you will regret it! Rude people on their all lines, disrespectful attitudes. We have over $29,000 in damage to our home we just had built. This company will be gone in a few years. Wish we would have went to Home Depot.
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1 comment
Anonymous
#458784

I worked at Sears for 2 years in Central FL. As a sales person I was literally forced by the store manager to give people raw deals on guarantees.

It was an outlet (new/used items) and on the used items I was told not to mention guarantees, this way Sears would make even more money should the machines break down.

They tried to fool the people into thinking used items did not have valid guarantees. This is the price of success and the American people are paying for it.

Review
#308960 Review #308960 is a subjective opinion of poster.

Do Not Buy from Sears on-line

I purchased a dishwasher two weeks ago and made the mistake of paying to have Sears install it. We've now scheduled two different installation days and on both days there was no dishwasher at the store to install. Of course I found out they wouldn't be installing it after waiting four and five hours respectively. I've talked to their install department ( 800-497-4402) and none of them have a clue. I've talked to supervisors Antonie, Marlyn, Nick and even a lady at corporate by the name of Amanda. Two weeks ago and still no dishwasher installed and get this.....they have no idea when they'll get it. I just spent a little over an hour with Nick who transferred me to Lisa who had no idea who I was or why I was transferred to her. If Sears monitors this site, the install was for 1034 Huntcliff and the invoice ended with 555. Sears is terrible.
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Review
#308784 Review #308784 is a subjective opinion of poster.
Service
Sears Installation