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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

Sears in Hillsboro, Oregon - Make sense why Searas is going down hill

It completely makes sense why this once high flying company, Sears, is going down hill. I ordered an excercise machine to be delivered to the store. They promised me a date of 3/21. First I did not get a call from them, when I called Sears, no one would answer the phoen. I went there in person on 3/24 they could not find my order. I went to the sales person who sold me, and showed my receipt he went to the order pickup and came back and said there was "not enough room in the truck so they did not shp it". But they will certainly have it on 3/28. Guess what 3/28 came and went, no machine. No one to pick up phone. I called the Sears customer center. They tried to reach the store, no one will pick up for them either. Most likely I won't get it from Sears. Now I understand why people don't buy from Sears. This once iconic store is all but gone.
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1 comment
Anonymous
#458692

I really feel bad for you just learning how sears operates. I had problems with them 40 years ago and haven't been in a store since. They are out for themselves and don't care about customers.

Review
#308597 Review #308597 is a subjective opinion of poster.
Loss
$500
With Official Company Response

Sears in Atlanta, Georgia - Electric Range Parts

Purchased $1200 worth of electric range and extended warranty. The hidden bake cover was warped. Ordered another one... Warped and damaged. Said they send another one, got the wrong part, ordered another one, got a diferent wrong part that was severely damaged. They said they'd send another one, then got an email stating my order is incomplete. Now on the phone with Sears for the 5-6th time trying to get this resolved. Been on hold for half hour. Get transfered all over the place and continually have to repeat my name and address...What a joke..Now they say they are going to send the correct part again.
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1 comment
SearsCares
Sears Response
#457005

Dear Anonymous,

Please accept our apologies for the inconvenience of having to continue to wait for your hidden bake cover. We understand your time is valuable, we can assist. My name is Stephanie L. and I am with the Sears Social Media Escalations team. At your convenience please contact our office via email at smadvisor@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 electric range 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 / 308194 ” 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
#308194 Review #308194 is a subjective opinion of poster.
With Official Company Response

Sears doesn't stand by it's product

Went to use my Sears Air Compressor that I paid $300.00 and only used 3 or 4 time since buying in August of 2010. Motor started sparking so took it to store and will cost $216.00 to replace burnt up motor. Repairman said we have new ones for $299.00. Sears would not cover anything because Ididn't buy the extented warranty. I didn't but warranty because it was a craftsman top of the line. I informed the repairman I wont buy another if it was only can work 3 or 4 times. I will go go homedepot and purchase a Husky for half the price and better warranty and doesn't say SEARS CRAFTSMAN. Sears Craftsaman isn't want it used to be.
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2 comments
Anonymous
#457444

You didn't buy the extended warranty. Who's fault is that?

SearsCares
Sears Response
#457001

Dear Delbert,

My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I’m sorry to hear you have been without your Air Compressor, I’m sure it was an inconvenience for you. We are certain our associate did what he could do to assist, however our team would like to get into contact with you at this point. At your convenience please contact our office via email at smadvisor@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 Compressor 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 “ Delbert ” 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
#308151 Review #308151 is a subjective opinion of poster.
With Official Company Response

Sears.com Worst customer service

Sears.com has the worst costumer service! I ordered a washer and dryer and all the assesories to go with it. I noticed that only a portion of the 2050.00 dollars I spent was taken out of my account. Called them the next day to see why and was told they have no explanation on why half my order was cancelled. So I cancelled the whole order and was told my $985.56 would be credited back to my account in 48 hours. Four days later still no credit. Called again and was told it would take another 3 to 5 days. I waited 8 days. Called again and was told it would be another 5 days! Absolutely unexceptable. They have basically stolen my money! I am still waiting for my refund. Sears.com is is the worst online retailer and should be shut down!
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1 comment
SearsCares
Sears Response
#456381

Danko.

Please accept our apologies for the ongoing frustration concerning your online order and your refund. We understand how upsetting it can be not knowing where your funds are and when you will receive them. My name is Zenaida and I am part of the Sears Social Media Escalation team. The Sears Cares/Social Media team is part of the corporate customer relations division and we would like the opportunity to discuss this with you further.

At your convenience, please contact our office via email at smsupport@searshc.com so we can get to the bottom of this. In the email, please provide a contact phone number and the phone number your washer and dryer 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 (Danko) 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
#307748 Review #307748 is a subjective opinion of poster.
With Official Company Response

SEARS FALSE ADVERTISING - AGAIN!!!

I brought my mother in law to my local Sears Outlet store in Concord NC. She purchased a Bosch washing machine. The advertised sale at the time was no interest for 12 months if put on a Sears card. She was unable to qualify for a Sears credit card so the salesgirl (who knew me by name because I was such a frequent customer) suggested it be put on my credit card. In front of the salesgirl, my mother-in-law wrote 11 post dated checks to cover the entire purchase before the 12 months expired. Now, I see Sears charged me 25% interest. This is definitely FALSE ADVERTISEMENT, and by the looks of what other Sears customers have posted, it is a frequent occurrence. My bank has charged me overdraft charges because of these excess charges. I want interest and bank fees reimbused immediately. I will also contact Better Business Bureau.
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2 comments
Anonymous
#456593

It's YOUR fault because YOU authorized the payment in excess of YOUR bank account.

Please contact the BBB - it will give them something to laugh about at the office.

SearsCares
Sears Response
#456369

Amollahassani,

Please see our response to your original post (307728). Once again, we are very sorry for the inconvenience you are going through and hope to hear from you very soon.

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

View more comments (1)
Review
#307730 Review #307730 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$500