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Sears Fails to Protect Customer Privacy

After buying a dishwasher from Sears and waiting and waiting for it to be delivered and installed (which is a completely different and very problemmatic/ridiculous experience), I had a huge issue with the Sears Credit Card Services team. My father purchased the dishwasher for me, using a new card that he got while at a Sears store. He purchased the item because we got a 10% discount using the Sears card. Well, we had these issues with delivery - so we tried to cancel the order and start a new order - as that seemed to be the only way to get the delivery straightened out (again - Sears has MAJOR problems everywhere). But, we could not do this on the phone - and my father was told he had to go to the same store where he purchased the dishwasher. But, he could not because he was far from his home. So, we called and called the Credit Card line - They insisted on getting his FULL SOCIAL SECURITY NUMBER and his FULL BIRTHDATE. He ultimately provided it to them only to have them tell him 'sorry, we cannot give you your credit card number'. You have to wait and get it in the mail. Well, he was not going to be home to get it in the mail any time soon. So, aside from the fact that Sears itself cannot take and order and re-create/re-route the order and do many other customer-centric things, the Credit Team - which, by the way, is run by Citi - requires that every customer who seeks information on their account provide all the complete private information that one has that is needed for someone to infringe on our privacy. I am still stunned that they asked and made my father give his private information and then, upon receipt of this information, still failed to provide the information my father - their customer - needed of them. I find Sears and Citi to be incredibly arrogant. To top it off, I have written to the CEO and head of 'Shopping Experience' for Sears. Neither has written me back. And, they forwarded my note to Citi who basically told me they care about the privacy of their customers and they failed to address my request to provide my dad with privacy protection/fraud protection for one year. We tore up the card and I will never shop at Sears again. I am still trying to work my way through the companies to get someone to acknowledge their fault and I will keep going higher and higher until I do. Caroline
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Review
#301397 Review #301397 is a subjective opinion of poster.
Loss
$800
With Official Company Response

Sears in Providence, Rhode Island - BROKE PROTECTION AGREEMENT CONTRACT

I'm so mad Can't see straight. Bought a 7 year "Master protection agreement" in 2008 and they have NEVER paid one penny for what was SUPPOSED to be covered. I am sitting in my house at 48 degrees without heat after 3.5 hours on the phone with "customer service" the last two days. I literally spoke to 11 people over the last two days and was diconnected 3 times. Now they say even if you were covered it would be another 24-48 hours until someone CONTACTS you! No way - I am paying out of my own pocket and suing them. P.S. i am freezing!
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3 comments
Anonymous
#466466

I have had enough of Sears and their run around. They sold us a 7yr master protection agreement on our Central A/C and Heating.

01/2007. They are now telling us we are not covered . I feel like screaming ! Sears needs to step up and honor their commitments to honest consumers.

Every year since installation we have had to fix the A/C system.

As expected the A/C isn't blown cold air again . We are so frustrated at Sears and the way business is done .

I will be calling the Better business bureau. I hope this gets out consumers at large to be very careful when making large purchases.

Anonymous
#440532

We purchased a dryer and front-loading washer app. 8 years ago.

Due to the mis-information we were given about purchasing a 2-year repair contract at that time, we will NEVER purchase an appliance from Sear's again! We foolishly bought the 2-year contract; the salesman stated that the rubber gasket that surrounds the washer door needed to be replaced each year. He told us that, under the contract, a Sear's repairman would replace said gasket every year, absolutely free. I inquired about what to do to have this done?

He replied, nothing, we will contact you in one year, make an appt. and replace the gasket, free of charge! NOT!!!! After a year had passed, I contacted Sear's and was told that wasn't the case, that we must have misunderstood.

Again NOT!!!!!

So, as stated above, we will never again purchase an appliance from Sear's. We have purchased other appliances from our local appliance store and a TV from our local electronics store (not Best Buy, etc.) - and got a great sale price, with no repairs/hassles to date.

SearsCares
Sears Response
#440520

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. . I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf. 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 repair was placed under (if different than the contact phone number) and we will call you directly. In addition please include the screen name that I have assigned you Anonymous 301384 in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Brian S.

Senior Case Manager

Sears Social Media Support

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Review
#301384 Review #301384 is a subjective opinion of poster.
Loss
$5
With Official Company Response

Update by user Mar 06, 2012

An update:

Sears Social Media Support called Friday and left a message and stated that he would call back on Saturday if I did not here from him. Approximately 30 minutes later I returned his call.

It is Tuesday 5:00 pm CST and still no call back. To make matters...

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3 comments
srivolta
#443625

No follow up Brian. Called back Friday and no one has called me since.

It's now Tuesday.

This level of service to rectify a problem is indicative how how Sears values it's customers. Shameful!

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Review
#301281 Review #301281 is a subjective opinion of poster.
Service
Sears Installation
Loss
$1500
With Official Company Response

Update by user Apr 02, 2012

So as of today it has been exactly one year since I originally ordered my furniture. I am happy to say that I was able to cancle my SEARS card (that I was forced to apply for)and tell them to shove it a few days ago. It was simple all I had to do was (in addition to...

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3 comments
Anonymous
#443257

sears social media is ajoke, dont expect anything other than thier "talking points"that we'll reach out to the vendor or insurance company.Been doing this for a year withh me when thier delivery company hooked up washer wrong and flooded my basement. talked to candace ,areeandothers

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Review
#301142 Review #301142 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$2000
With Official Company Response
SEARS KENMORE ELITE REFRIGERATOR
February 24, we received delivery of our Kenmore Elite Refrigerator from Sears's delivery. When plugged it made a loud, continuous noise. A replacement refrigerator is scheduled for delivery on Wednesday, February 29th. After extensive research online and reviews...
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8 comments
Anonymous
#1254267

If you have/had these LG or Sears Kenmore models refrigerators and were never contacted about a defective product settlement, please contact me at 804-667-6181 or yost2@hotmail.com or find me on Linked In. I have been trying to reach out to people affected by a defective product through posts on Sears or other appliance websites.

Effected models are:

LG Models

LFX33975ST, LFX31915ST, LFX31925SB, LFX31925ST, LFX31925SW, LMX31985ST, LFX31935ST, LFX31945ST, LFX31945ST, LFX25991ST, LSFD2591ST, LFX31995ST OR

Kenmore Models:

72052, 72053, 72059, 72043, 72049, 72042, 72063, 72062, 72182, 72183, 72189

See more info at www.topclassactions.com by searching Clark.

vs. LG Caryn Yost

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Review
#301128 Review #301128 is a subjective opinion of poster.
Service
Sears Replacement
With Official Company Response

Sears continues to disappoint

In true fashion to the nosedive in service, i visited my Sears in Cuyahoga Falls Ohio and after opening 8 mins late and a greeting from a employee of SUP! i wanted to exchange a $50.00 flashlight i was told by the cashier she isnt ready yet i'll have to wait, and another clerk who said he was busy with a customer with not a soul in the store, i just decided to return it and be done with it. Pitiful. They seem to be unaware of why they continue to lose customers, yet the employees continue to berate management for not paying better. wow.
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1 comment
SearsCares
Sears Response
#439686

Dear Candidandreal,

Please accept our deepest apologies for the unprofessionalism you received. We do entrust our retail associates to build customer relationships, and this type of manner will be documented. My name is Stephanie L. and I am with the Sears Social Media Escalations team. I would like one of our dedicated case managers to contact you in order to look further into this. 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 number your item was purchased under and we will call you directly. Also, in your email, please provide the screen name “Candidandreal ” 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
#300894 Review #300894 is a subjective opinion of poster.
Service
Sears Cashier
With Official Company Response

Sears in Mount Laurel, New Jersey - UTTER INCOMPETENCE

I moved in to a brand NEW home and purchased a new washer, dryer, and pedestal set from Sears. The *** who hooked up the appliances did it incorrectly and after the inaugural wash, I come into the laundry room to find it completely flooded. The laundry room is on the second floor of my NEW house and I have now sustained massive water damage on both floors of my NEW home. Sears took 5 days to even respond to the issue. Thousands of dollars worth of damage. DO NOT ALLOW THESE DANGEROUSLY *** PEOPLE INTO YOUR HOME!!!!! I will never so much as buy a roll of toilet paper from Sears again.
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1 comment
SearsCares
Sears Response
#439674

Dear BoycottSears,

We just read your post, and we would like to apologize for the troubles you’ve had with your new washer. It is very distressing to know there was damage to your home. We are sure the installers did their best to see your appliances were hooked up in the correct manner. However I would like one of our dedicated case managers to call you and look further into this. 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 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 number your washer was purchased under and we will call you directly. Also, in your email, please provide the screen name “BoycottSears ” 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
#300825 Review #300825 is a subjective opinion of poster.
Loss
$2
With Official Company Response

Sears Don't Bother

Sears really does suck. I have purchased many items in the past - refrigerator, lawn mowers, tractor, clothes, etc, etc. I bought a dishwasher online on 1/8/12. I waited twice to have it delivered, nobody called or showed up. Finally I called them totally ticked that I wasted my time out from work for a delivery. They promised me a stinking gift card (never showed up) and they suggested I have my credit card recharged to have the dishwasher sent Sears internal since they could not seem to get it delivered. They finally did deliver it - I continued to receive calls for two weeks that they would deliver it after it was delivered! Three of the installation guys never showed up. Three more came out and the first said he could not do the install because the plumbing was not done right and left - Sears did the last install! The second said Sears installation sucks and gave me the number of another installer and told me to get a credit from Sears, the third guy found a different problem and said he would charge $250 and be back Monday - never showed! Sears you do suck, I will never buy another thing there again!!!!!!!!!!!!!!!!!
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3 comments
Anonymous
#451023

Don't bother talking with the useless Sears Social Media. I talked with a so called VP.

Other than the 25th empty promise she offer to waive the installation fee, what a joke she was going to send the same crew of losers as before.

I returned the dishwasher and they refused to give me a receipt. I talked with the crew that picked it up, they said this happens regularly.

Anonymous
#440508

are you aware they use the cheapest scab subcontractors ? i used to work for one...

get in get out as fast as possible

SearsCares
Sears Response
#438941

Dear Gmccormack,

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. We are truly sorry to hear of all the trouble you have encountered with the purchase of your dishwasher, and the installation of the unit. We would like the opportunity to speak with you about this situation, and see what we can do to make it right. 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 dishwasher 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 Gmccormack you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Senior Case Manager

Sears Social Media Support

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Review
#300202 Review #300202 is a subjective opinion of poster.
Service
Sears Installation
With Official Company Response
Customer Service from *** Sears customer service is the worst I have ever encountered. On Dec. 28, 2011, I ordered some slippers on Sears.com. The order was confirmed immediately and $26.52 was deducted from a gift card I used for the purchase. Within minutes the...
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7 comments
paris007
#1336662

Report them to the ftc, I'm dealing with the same issue, as are others.

https://www.ftccomplaintassistant.gov/

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Review
#299892 Review #299892 is a subjective opinion of poster.
With Official Company Response

Sears BEYOND BAD CUSTOMER SERVICE!

I have been dealing with Sears since early January over a hot water heater repair. First it took a week to get a back, then it was the wrong part, then it took another week to get a part the part was installed but didn't work!!!!!!!!! I have spent over a month dealing with this company - paid them over $500 and then had to pay $800 to anther company to actually FIX the problem. So, as of todays date 02/24/2012. the repair I called Sears for on 01/09/2012 has been fixed - by ANOTHER COMPANY! And guess what, Sears has still not returned the $500 I am owed even though we have returned ALL parts to them and let it not be I have spent countless hours on the phone talking to countless people about the same issue over and over and over - still no money and this is a week after I was supposed to have the money returned to me. I guess in Sears fashion I will receive my refund sometime in 2013.
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3 comments
Anni71
#441725

Ok.....I feel it necessary to add a note to my complaint. I was called by Sears Corporate Customer Escalations (or something to that effect).....and guess what.....the WONDERFUL representative took the time to look at my case and worked out that yes....I was owed all my money back and then she arranged to get it to me!?????

I am happy with the outcome but oh so unhappy that it took posting on this website to get satisfaction.

Sears drove me to tears on occasion and if it wasn't for Darlene, the representative who FINALLY took care of me, I am sure I would still be in that state. Thanks to the escalations team who assisted me....

Anonymous
#439947

Oh my goodness. this is me with my washing machine.

I am still waiting to have it fixed. They called today at 10:38 and said someone would be there between 11 and 3 (they have already been to my house twice) sorry but it takes me 45 min to drive home and I was in a meeting and now they have to reschedule again.

SearsCares
Sears Response
#438908

Dear Anni71,

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. I would like to apologize for the frustration, and inconvenience that you have encountered throughout your water heater repair with us. It is clear that we have let you down, and have tested the trust that you had in our services. We would love the opportunity to show that we do value your business. 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 water heater 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 Anni71 you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Senior Case Manager

Sears Social Media Support

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Review
#299759 Review #299759 is a subjective opinion of poster.
Loss
$500