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With Official Company Response

Sears in Los Angeles, California - NO CUST SVC

Today Mar 23, 2012 at 11:30 am went to Sears Whittier,California store to buy Panasonic 50" TV on sale. roamed around looking at all the TV's and not a soul offered and/or bothered to acknowledge me and/or ask If I need help.. I saw one gentleman with a pad looking important and the other struggling to put a screen tv together. I left after 20 some minutes.. I can now see why you are having PROBLEMS It's seems the staff there is "waiting for the other shoe to fall" and seem to have "I don't care attitude.
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1 comment
SearsCares
Sears Response
#454540

Anonymous 307109,

I am so sorry you were not offered assistance in your recent trip to our store. I know this must have been a frustrating experience for you. My name is Zenaida and I am part of the Sears Social Media Escalation team. We want our customers to be satisfied and we value any and all feedback you may have. We use this information in order to improve your experience in our stores. 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 we will call you directly. Also, in your email, please provide the reference number (307109) that was generated when you posted on this site, in regards 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
#307109 Review #307109 is a subjective opinion of poster.
With Official Company Response

SEARS

I am writing to inform you of the complete hassle and trouble I am having ordering a stove and getting it delivered. First off I paid an extra 10 dollars to have my dishwasher and stove delivered on a Sunday. They came and the stove was BROKEN. not dented BROKEN. They informed me they were sorry and they would re-schedule. I, not the delivery guy, I had to sit on the phone for 20 minutes to reschedule the delivery. The lady told me she had to order the NEW stove and she will call back to discuss delivery dates. That was on 3/17/12. I called back on 3/19/12 when I didn't hear anything back. The girl who I spoke to was so incompetent I had to speak to her manager. Her manager tried to change the delivery date but the date SHE chose didn't work for ME. SHE tried to tell me that I have to work around THEIR schedule. I'm sorry but I had my delivery screwed up. I should not be working around any schedule. Finally we settled on a date and she promised me after 5:30pm delivery. After we chatted some more she made me aware that the SAME broken stove was scheduled for delivery and that she would have to order a new stove. She did and promised me after 5:30 on 3/23. This call lasted 27 mins. I called back on 3/22 to make sure my delivery times were correct. When I did it stated delivery was form 3:15 - 5:15. Not even a portion was inside the time we agreed on. I called back. I spoke to another incompetent person who then connected me to their manager. He was rude and arrogant and he lied to me a few times on the phone. After raising my voice and becoming extremely agitated he tried changing my delivery date again. As he was doing that he saw that they STILL had my old BROKEN stove scheduled for delivery. I was furious at this point. He put in a new order for a stove and set up the NEW delivery date for 3/24. I asked for a credit of my delivery charge because this was ridiculous. He told me he couldn't but after a heated debate all of a sudden he was able to do the credit. he needed my Sears Card Number. I was traveling and didn't have it on me so he told me to call that number back and they would credit my Delivery of 89.99. He also stated he would put all of the information in my records so when I call back It would be easy. Yea right. That call lasted 27 mins. I just now today 3/23 tried calling with my sears card number and waited on hold for 10 minutes and was hung up on. Called back again and waited on hold for another 16 minutes and was hung up on again. This is a total disgrace. Something needs to be done here. I NEED a call back with an explanation of what is going to be done and HOW. my phone number on the account is 2155198828 and my address is 1731 W. Ritner St Philadelphia PA 19145. My Salescheck number is 093002178531. I NEED a call back with a plan of action here. This is a disgrace on your companies part.
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1 comment
SearsCares
Sears Response
#454570

Anonymous 307109,

Please accept our apologies for the multiple deliveries you have endured. I know it is inconvenient and time consuming to make yourself available for us only to be let down again and again. I don’t know if you have a working range in your home at this time, but I do know it very difficult without a range in the home. My name is Zenaida and I am part of the Sears Social Media Escalation team. We work together to find resolution and satisfaction for you, our customer. I would like to get you in contact with one of our dedicated case managers. I know you have included your purchase information within your post, but for security purposes we ask that you email it to our offices using the email address below.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to be frustrated by this. In the email, please provide a contact phone number and the phone number you gas range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the reference number (307024) that was generated when you posted on this site, in regards 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
#307024 Review #307024 is a subjective opinion of poster.
Loss
$2500

Sears Bourbonnais Illinois

A Sears employee yelled at my 8 year old daughter and called her a little *** for not properly re-folding shirts that she was looking at. I confronted the employee and demanded to speak to her manager. She just replied that she was the one in charge of the store and the days of letting kids run wild in HER store were over. I called the corporate headquarters the next day and the *** customer service lady told me that she didn't think that this was a major issue. No wonder that place is going out of business.
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1 comment
Anonymous
#456613

Letting your kid run around the store making a mess - no wonder why society is going to h e l l.

Review
#306892 Review #306892 is a subjective opinion of poster.
Service
Sears Manager

Sears in Burnaby, British Columbia - Total gong show

I ordered over a month in advance to get a product for my child for Christmas. Called weeks later to ask where the product is - they act kerfuffled and go "oh no one called you" and apparently my order wasn't processed correctly and left hanging in the system. And I was then informed it won't arrive for Christmas. Ok well that sucks. Fast forward several months. I tried ordering the same product through their site again for my child's birthday. Delivery date comes and goes. I phone "ohh, no one phoned you?" They claimed they had my credit card number wrong. I checked my credit card through my online banking and the money was withdrawn by Sears. It was credited back to my card a week or so later for some reason.. but either way they obviously had the correct card and it went through. And mistakes happen but again NO ONE PHONED ME to tell me that. So another special occasion where the gift is not showing up. Thanks Sears. The lady on the phone also tried patronizing me into a personal conversation to get my credit card number, though I kept politely saying I'm not interested anymore, and then she tries to humiliate me by saying she didn't mean to offend me and being overly personal and overbearing. Seriously, unprofessional. What is this place now a days, a warehouse run by kids?
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Review
#306879 Review #306879 is a subjective opinion of poster.

Sears is no diety

We purchased a Kenmore Elite wall oven in September of 2009 to the tune of $2000+. May of 2011 it started turning itself on at 500degrees, turning itself off, and back on and making loud beeping noises awakening us in the middle of the night. We called for a service appointment and the technician came out no problem. He told us that there was a recall notice on the control unit and that Sears would replace it without cost. He had no explanation why we were not proactively contacted about the recall. He had no comment about my hypothetical question of what would Sears replace if my house had burned down due to this unit going wild when we were out of town. The control unit was replaced. Last night, less than 1 year later, the same problem began to occur. Upon calling the Repair department they had no record of a recall. I was told that Sears appiances "are not made by GOD" and that I should expect repairs. When, needless to say, I was not satisfied with that answer, I was passed on the the complaint department. Wonder of wonders, they did have details in my records of the recall but the replacement was only guaranteed for 90days. I do not believe this to be true, that this part is only good for 91 days and then needs replacement to the tune of several hundred $$$$s which is virtually what they are saying. I was offered $65 which I readily accepted which will cover neither the part nor the technician's visit. Here are my suspicions: 1. the replacement part was also faulty...this is a given since it lasted less than a year and I frankly don't cook that much, 2. Sears does not want to acknowledge the problem as there HAVE been fires associated with this product and there is a suit, 3. They think that they are averting trouble by buying me off with $65. They are not. My request for satisfaction: Get this potential death trap out of my house and give me my money back so I can go somewhere else and buy a safe oven that will work for longer than 3years.
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1 comment
Anonymous
#453935

Hi Cbgrimes,

We sincerely apologize for the ongoing trouble and concern you have encountered with your oven. My name is Scott and I'm with the Sears Cares Social Media Support Team. We located your post and wanted to connect with you. There's no question this is frustrating. We'd like to look into this for you and help find a solution. 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 oven was purchased under (if different than the contact phone number). Also, in your email, please provide your screen name (Cbgrimes) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,

Scott J.

Social Media Moderator

Sears Social Media Support

Review
#306781 Review #306781 is a subjective opinion of poster.
Service
Sears Repair

*** over (Sears) been screwing people over for who knows how long

Sears is a good job if its your only option no one is ever on the same page about anything i had 3 supervisors in the 4 month period and the 3rd one walked out right after i quit none of them new what they where doing they would pass a question around untill you got sick of waiting and said forget it. When they give you incentives they will add more rules to make that incentive harder to get. No one has their own space they say their is no signed seating but the favorites just go to the supervisors and they make you move for them. during trainging they give you a set of rules to go by that are nothing like the rules on the floor,oooo and before i forget this some of the managers should go back and sit threw the trainging classes and be properlly trained so that one. they know what they are doing two. so they will all be on the same page. Promotions are a joke they are not promotions they are just new names to the same job you do already their is nothing different about them they use a new system ciboodle thats always down or always has problems with we are instructed to write everything down with the intetions of the supervisors are calling them back/or going back and putting them into the system, but we dont we write all that down and then the supervisors usually dispose of them leaving more angry customers for them to screw over this company is corrupt wouldnt wish this place on my worst enemy if you ahve a problem screwing people over then this isnt the job for you.
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Review
#306719 Review #306719 is a subjective opinion of poster.
my story is : i used 2 coupon for two different customer it does not belong to the customers that i rang the sale for.....Loss Prevention called me after 15 days and asked me to explain what had happened….! 1- I told loss prevention office what happened exactly with...
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3 comments
Anonymous
#456614

You knowingly (according to your story) broke the rules, you got caught, and you got fired. How is that not fair?

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Review
#306713 Review #306713 is a subjective opinion of poster.
Product
Sears Coupon
With Official Company Response
Sears was suppose to call me to set up a time and date, instead they called me to say my fridge will be delivered in the next hour, but they could not deliver it as my kitchen was being redone and I explained to them I was suppose to get a call stated a date for...
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5 comments
intrepidami
#1075697

Sears stopped being Sears years ago. I used to do business with them a lot!

I walked into their former West Genesee store years ago wanting a belt for a washing machine and the sales MANAGER went nuts on me for daring to ask for this simple product. Like it was a crime to try and fix it myself! He sat there loudly pontificating absurdly about how you can't just get a belt. I walked out, called a parts place, instantly bought the part, fixed it myself in 2 minutes flat.

Never darkened their door again..and a few years later..that store was gone. Now after shockingly being treated like that do I believe I was ...

A. His first victim? *** no!

B.

Just caught him on a bad day? No!

C. Dealing with somebody nobody had ever complained about before...no no no.

So what good is getting talked to by some active executive Sears cares escalations team member, being promised the world and some payoff of a gift card or something?

Nah I'd rather watch what is happening to Sears. A place on the *** of extinction.

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Review
#306642 Review #306642 is a subjective opinion of poster.
Service
Sears Delivery Service
taken from an email to: Imran@customerservice.sears.com;larry.costello@searshc.com; rory.swikle@eurorscg.com On 8 March, 2012 I found Prada bags listed on sears.com at what seemed to be unusually low prices. They were on offer from a Sears marketplace seller by the...
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1 comment
Anonymous
#874105

SEARS ON LINE MARKET PLACE STINKS....WHEN YOU GET YOUR MONEY RIPPED OF BY BATE AND SWITCH SCAMS THEY SEND YOU TO ON LINE SOLUTIONS TEAMS WHICH PASS YOU FROM ONE PERSON TO ANOTHER WITH NO ONE RESOLVING THE ISSUE...LITTLE TROOPERS ON LINE STORE BATE AND SWITCHED A PRODUCT WORTH 400.00 AND TO THIS DAY THEY ARE STILL ON SEARS MARKET PLACE AND NOTHING HAS BEEN DONE TO MAKE TE BUYER RECEIVE A FULL REFUND. IT HAS BEEN OVER 5 DAYS AND NO REFUND HAS BEEN ISSUED NOR CAN YOU GET ANYONE TO ASSIST YOU. this is the reason they have bad sellers on their site as they know they can steel your money and get away with it...BUYERS BE WARE STAY AWAY FROM SEARS MARKET PLACE...STAY WITH EBAY AND AMAZON AS THEY BACK THE BUYER AND RETURN YOUR MONEY WHEN YOU ARE SCAMMED...SEARS DOES NOTHING FOR THE BUYER AT ALL..

Review
#306162 Review #306162 is a subjective opinion of poster.
Service
Sears Shipping Service

Never shop at SEARS

We ordered a set of appliances (refrigerator, range, dishwasher, and microwave/vent) at Sears on March 3rd. We asked them to have it delivered on March 17th, when our contractor would have our kitchen renovation complete. They have called once to delay the delivery until March 24th. they just called this morning to delay it until the 29th. Almost a month to deliver appliances? Their excuse was that it's the manufacturer delay of the product. I'm not ordering a custom Viking range that is built when I order it. If you don't have the stock, don't let customers order it. I am never shopping at Sears again. I hope they go under.
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3 comments
Heatmiser
#457518

UPDATE: We finally received our refrigerator on March 24th. It took talking to corporate to get that.

They "threw in" a one year warranty for our troubles. Too bad the appliances already come with that. The remaining appliances arrived March 29th. The microwave vent was dented.

Have to wait until April 7th to get a new one delivered. It just gets better.

I received my bill a week ago. Sears is not seeing a cent until I get all my appliances.

Anonymous
#452328

I'm sure I'll never hear back from you again. I can't tell you how many companies have told me: "A case manager has been assigned to address your concerns. We will contact you within 24 business hours."

Anonymous
#452237

Dear Heatmiser,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We're so sorry for the frustration you're experiencing while waiting for your appliance purchases. The delay is most likely caused by the supply from the actual vendor. Nevertheless, we would like to offer our assistance.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the 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 Heatmiser you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Brian S.

Social Media Moderator

Sears Social Media Support

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Review
#306155 Review #306155 is a subjective opinion of poster.