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With Official Company Response

Sears' outright lies are documented

I placed an online order for store pickup of a camcorder. The item was listed as available in the store. I got an e-mail shortly after stating that the item was not available in the store and offering to ship it to me at no extra charge. The item was a gift and it looked like I would get it in time. As a result, I requested that the item be shipped to me. A few days later, over the weekend, I received an e-mail stating that my item had been shipped along with a UPS tracking number. I checked the tracking number on Monday and Tuesday and got messages stating that the tracking number was not found. I called customer service on Tuesday and was told that the tracking number was wrong and I needed to call UPS to get the right tracking number (????). I didn't agree with this and asked the rep to call UPS while I was on the line. She called and found that UPS could not provide her with any information. I asked to be transferred to a Superviosor. I was disconnected 3 times and finally reached a supervisor on my 4th attempt. After about 25-25 minutes more the Supervisor informs me that the item is not in stock and was never shipped. They will credit my account (which will take 3-5 business days) and offer me 10% of my next online purchase. I needed the item by the next day! I ordered the item from a place in NY and received by the next day!!! The second merchant provided fabulous service.
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2 comments
Anonymous
#426629

Nice reply from the Sears Social Media Escalations team. I replied promptly to their comments and even sent them a copy of the e-mail from Sears with the UPS tracking number (for the package that was never sent).

I gave them my cell phone number and home phone number for them "to call me directly". I have still not received any communication from them.

SearsCares
Sears Response
#426017

Dear Nishaisaac:

My name is Susan 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 about the service you have received from our online team and we apologize for the frustration this has caused you and your family. This is not the type of service that you deserve nor the type of service that Sears has been long known for. 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. We would like to look into this issue for you and offer our assistance to help resolve it.

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 the Camcorder 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 (Nishaisaac) 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

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Review
#295673 Review #295673 is a subjective opinion of poster.
With Official Company Response

Sears - bad customer service

Sears says they have a price match guaranty - if you find a lower price they will beat it. I found a lower price for an appliance online and called Sears to buy from them instead. The representative said that I couldn't make the purchase over the phone, that I had to go into a store with a printout showing the competitor's lower price. I told him that I wouldn't have time to go into a store right away. He said I could go in with the printout within 60 days and the price would be honored. I went to Sears 2 weeks later and they would not honor the price. I called the customer service line and they said that because the representative I spoke with earlier did not write notes on the computer system, they could not honor the price. I am very frustrated because if I knew this was going to happen I would have just bought the appliance from the other company. Ironically I waited to buy from Sears because I thought they would have better customer service.
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1 comment
SearsCares
Sears Response
#426027

Dear Anonymous,

We are very sorry that you were told incorrectly about Sears price match policy. I certainly understand your frustration and inconvenience with not being able to purchase the appliance you wanted at the lower price. It is Sears policy to have our customer's go into the store with proof that an item is priced lower at one of our competitors and this should have been communicated to you. My name is Susan with Sears Social Media Escalations team. Our team handles internet related complaints as well as complaints that come through our executive office. We would like to offer our assistance to help resolve this unfortunate situation.

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 (PC295489) 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

Review
#295489 Review #295489 is a subjective opinion of poster.
Loss
$130

Sears in Macon, Georgia - Managenment needs to be replaced

my wife works for sears in macon ga her manager lynn told her im sleeping with a co worker i dont even know . another coworker destiny told her it was her i was sleeping with her yhis is how you conduct bussiness on your job.im going to file an eeoc complaint on her behalf and have spoke with lawyers also ive about the issues, ghetto sears.also how do you break policy destinys auntie val works for the same store thought that was againts regulations,you guys dont seem to care about employees in the least and your employees get paid to spread fowl roomers.im glad its closing needs tto happen sooner youve got tec that cant install a frig.they are simply childish and need to be fired for the harrassment she going through
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1 comment
Anonymous
#1174645

Wonder how this ever turned out for ya??? Lol

Review
#295418 Review #295418 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response

Sears Does Not Care!!!

This is in response to a comment left by Stephani from the Sears Social Media Escalation Team. You can see my prior complaint dated 2-3 "Sears Has Done It Again" for reference. In her comment left on 2-6-12, she apologized for the inconveniences that I have endured since August 2011. She wants me to email info that I have already sent on 1-10-12, from a previous complaint registered on this website. I have emailed Sears 13 times and spoken to various customer service reps. Each time, they apologize and "try" to issue me a giftcard. I have received NOTHING!!! I am sure there is plenty of information documented about this case. I want all of my money back!!! $223.88. Sears slogan is satifaction guaranteed or your money back. I am NOT satified, yet they will not return my money!! It is really sad that no one at Sears seems to care...
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2 comments
Anonymous
#431479

I received an email on 2-13-12 at 10:14am..."We apologize for the difficulties you have encountered. A case manager has been assigned to address your concerns.

We will contact you within 24 business hours." Signed Tricia B....guess what happened?

ABSOLUTELY NOTHING!!!!

NO PHONE CALL, NO EMAIL, NO NOTHING!!!!! Anyone have any suggestions???

SearsCares
Sears Response
#425382

Dear Lakevista1999:

My name is Susan with Sears Social Media Support Escalations team. I see that my colleague Stephanie L. responded to your post on 2/6/2012. I would again like to offer our sincere apology for the issues you have encountered with receiving gift cards that were issued to you. Unfortunately, without your actual name and contact information, we are not able to call you directly. I can understand your disappointment & skepticism with working with so many groups within Sears. I'm sorry you couldn't find the help you sought from the various departments within the Sears customer service network. Our team is part of the corporate executive social media customer relations department. We handle the highest level of escalated customer relations issues. Letters sent to our corporate offices are handled by part of our team and we (Sears Cares) handle issues escalated via Social Media, such as Facebook, Twitter and sites such as Pissed Consumer. Your issue will remain here in our office with a personal case manager who will oversee the problem until it’s resolved. I encourage you to allow us to try and help by sending an email to us with your contact information.

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 the xbox 360 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 (Lakevista1999) 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

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Review
#295395 Review #295395 is a subjective opinion of poster.
Product
Sears Website

Sears in Springfield, Vermont - Wrong order

I ordered the m Is for Monkey brown and BLUE diaper bag 4 times now!!! they keep sending me the pink and brown one with A giraffe on it. I can't believe that your people can't tell the difference between A giraffe and A monkey. How many times am I going to get the wrong one???? I need the M is FOR MONKEY BABY BOOM DIAPER BAG Please tell your people the difference between A Monkey and A giraffe. I will be waiting for your answer on this matter. Thank you Carolee Murchie 20 barlow Road Springfield, Vermont 05156 802-885-5031 lightninflash85@yahoo.com
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3 comments
Anonymous
#434046

More than likely, the associate is just going by the in-store warehousing numbers (two-digit division and five-digit stock numbers). Sometimes, the numbers and descriptions are wrong.

After four times though (and guessing that many times you've had to return it), you would expect them to at least get it right (or get you the proper item, and take care of the sale for the stock number mix-up).

I'm an ex-merchandise pick-up employee and often enough, these things happen. Best bet is to not bother with the corporate phone numbers and instead walk it into a store.

Trust me on this. Calling those numbers is a waste of time, even for associates.

-random guy

Anonymous
#424492

Dear Carolee Murchie,

How frustrating. Please accept our apologies; I can understand how irritated you are especially after having to continually order your diaper bag and then continuing to receiving the incorrect one. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, and I would like one of our corporate case managers to contact you and go over how we can assist. 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 diaper bag was purchased under, and we will call you. Also, in your email, please provide the screen name “Carolee Murchie” 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

Anonymous
#1174675
@Sears Cares

This shows how fake sears media team is...this person left all her contact info right there and yet they still CT like they have no clue how or where to contact this person....smh

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Review
#295054 Review #295054 is a subjective opinion of poster.
Loss
$28
I purchased this product on 10/28/11. I have had to call Nordictrack 4 times to get this fixed, because Sears doesn't fix the ellipitcal and it still is not working. This has taken over two months, as it take two weeks just to get parts to see if it will fix each...
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Review
#294920 Review #294920 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response
After placing a large 12 week layaway at sears, the store abruptly cancelled my agreement. No explanation given. Payments were made according to terms of the agreement. At the time of cancellation employee checked computer and informed me they "still had items in...
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18 comments
Anonymous
#1605976

Omg I am going thru the same ripoff with Sears. I cancelled my layaway early.

It is now 32 days later, 8 reps, and only now they are trying to tell me I was REFUNDED the DAY AFTER cancellation. Rep #6 told me on 11/29 it was confirmed NOT PROCESSED and they would rush to refund me. Dec. 1 reps claiming I was already refunded 10/31.

SINCE WHEN DOES THAT HAPPEN?

ANd by the way, reps the first week of cancellation told me it was NOT PROCESSED yet!!! Fed up and stolen from!!

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Review
#294794 Review #294794 is a subjective opinion of poster.
Service
Sears Replacement
Loss
$1400
With Official Company Response
My wife Stacie and I made a store purchase of an elliptical trainer on January 20, 2012. Your customer service department later phoned Stacie to schedule delivery for January 26th between 11:30am and 2:30pm. Like most people it was an inconvenience to *** work that...
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2 comments
SearsCares
Sears Response
#423798

Dear Staciecro,

I have just read about the ordeal you have been through concerning the delivery of your elliptical. Please accept our apologies. You worked with us and waited patiently for something seemingly simple as a delivery, so your frustrations are completely understandable. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, I would like one of our corporate case managers to contact you and 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 phone number your elliptical was purchased under, and we will call you. Also, in your email, please provide the screen name “Staciecro” 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
#294682 Review #294682 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$1000

Sears customer service and delivery

I bought all my appliances at Sears last year for my first home. It was the worst experience I've had in customer service and delivery. First, I took days off from work for the deliveries and the delivery people dis not show up. When my fridge, washer nd dryer were delivered they aced them on the snow (without any boxes). Carried them in with their shoes on...I had snow lodged under my appliances and snow all over my flooring. I had to wait for the snow under the appliances to melt to clean. When they delivered my oven range, they refused to remove the boxing and said it's not their responsibility. I was incredulous...how did they expect a 100 pound female to lift the oven out of the box and push it to wall??? In the end, I had to ask my male friends to do the task. I called customer service several times to file my complaints...they hung up.on me and one of them had the audacity to tell me that I just need to put up with the snow because I live in Canada and I chose to buy my appliances during the winter. I made bought over $10,000 worth of purchases at Sears...because of it's service, i will not be buying there again..
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Review
#294511 Review #294511 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears Has Done It Again!!

I submitted a "pissed off" complaint 1-10-2012 in regards to Sears horrible customer service!! I have been dealing with them on getting a 50.00 giftcard for an Xbox 360 that I purchased online in Aug 2011. In the ad it said that there was a promo buy an xbox for 199.99 get a 50.00 gift card. As of today, many promises later, a 25.00 extra gift card for trouble, I have still not received anything!!! I received an email on Sat, 1-28-2012 from the "blue service top executive " whatever, and was advised that I should receive an email gift card in 3-5 bus days and a follow up call. It is now 6:18pm cdt and guess what???? ANYONE???!!! NOTHING HAS HAPPENED!!! WHAT THE WHAT IS UP WITH THIS COMPANY??? Judge Joe Brown, here I come!!!
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3 comments
Anonymous
#431475

I was sent an email on 2-13-12 at 10:14am..."We apologize for the difficulties you have encountered. A case manager has been assigned to address your concerns. We will contact you within 24 business hours."

Signed,

Tricia B...

wanna know what happened?ABSOLUTELY NOTHING!!!

Anonymous
#425134

Dear Stephanie...

Are you serious??? I've already been contacted by your "corporate case manager" in regards to this...case #3921991.

She is the one who emailed me 1-28-12. I am not going to start this all over.

Certainly, there must be plenty of notes in regards to this disaster!!I honestly cannot believe the lack of commitment and follow through with your customer service dept. I need someone that is going to care for this issue ASAP!!!

SearsCares
#423760

Dear Lakevista1999,

Please accept our apology for the poor customer service. We do value you as a Sears customer, and we do not like to see our customers inconvenienced. Also, I am very sorry that you have not received your gift cards, I would be checking on the whereabouts too if I had not received them yet. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, I would like one of our corporate case managers to contact you and 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 any case number you were given, and we will call you. Also, in your email, please provide the screen name “Lakevista1999” 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
#294303 Review #294303 is a subjective opinion of poster.