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With Official Company Response

SEARS fridge repair-person didn't show!

I called on Monday (1/30/11) to report that my Kenmore fridge, which was fixed in 2011 AND 2010 for temperature regulations problems, was freezing food again. I was given an appointment for today from 8am to 5pm, and took the day off from work to wait for the repair-person. At 5:04 pm today (Friday) I placed a call to Sears and was told that there is no record of my appointment being scheduled. I am FURIOUS. First, this fridge keeps on breaking even though the part has been replaced. And second, the representative who unabiguously gave me a Friday 8-5 appointment over the phone failed to ACTUALLY schedule it in their system!? And now I've been on hold for 10 minutes to wait for a supervisor. I will NEVER purchase a Sears product again.
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1 comment
SearsCares
Sears Response
#423736

Dear Tchandna,

My name is Stephanie L. 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 about the poor customer service and very sorry to hear your repair was never scheduled. It is very understandable why you would be furious. 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 number your Kenmore fridge was purchased under and we will call you directly. Also, in your email, please provide the screen name “Tchandna” 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
#294278 Review #294278 is a subjective opinion of poster.

SEARS CANADA: QUESTIONABLE CREDIT PRACTICES AND FALSE REPRESENTATION

Long time SEARS customer (25+ years). Purchase most major household items from SEARS but increasingly concerned with issues of quality and customer service. Problems in past with SEARS business practices relating to SEARS CARDS. Had a SEARS CARD in the past but cancelled due to these concerns and, as a result, cautious in continuing to purchase from SEARS. However, did reapply for a SEARS CARD at customer reps recommendation in order to take advantage of sales incentives offered on a recent purchase. This was done with the belief that SEARS deserved a second chance and the hope that things have improved. Sorry to note THAT THIS IS NOT THE CASE and that SEARS QUESTIONABLE CREDIT PRACTICES CONTINUE. Situation: Purchased a complete set of kitchen appliances in NOV 2011. Not in stock and did not receive until approximately 30 DAYS LATER. Purchased on a 90 day deferred payment plan with intention to pay in full within those 90 days. Final payment is not due for 3 weeks from today. Received a call today from a very aggressive representative telling me that my SEARS CARD account is in arrears of over 30 days. As card was only used for this one purchase and payment is not due until mid-FEB/2012, I advised rep that there must be some mistake and requested she re-check her information. Was advised that SEARS had recently changed their policy and that NOW on deferred payment sales a minimum payment per month is required. THIS IS COUNTER TO THE INFORMATION PROVIDED AT TIME OF SALE, something that the sales rep confirmed multiple times in lobbying to make the sale. When I informed the SEARS CARD rep that this was not the understanding at purchase I was advised that this was a recent change and that I was not being charged interest on the minimum monthly payments in arrears, however, these monies were due in addition to the deferred payment?? I pointed out that payment was not due until mid-FEB and that, therefore, I would not be paying any additional monies beyond a one-time full payment as per the original purchase contract. SEARS CARD rep then became very aggressive and began pressing for an exact date on which payment would be made, how payment was being made (cheque or credit card?, via on-line banking or in person?). I reiterated to that full payment would be made by due date but declined to give any specifics beyond this. She continued to press and did not stop until I confirmed that I would make the payment via on-line banking. When I questioned SEARS CARD rep as to why such a call would be made to a customer with an excellent credit rating and no past concerns, I was told this was a "courtesy call to remind me of the upcoming payment date as some customers make deferred purchase plans and then forget they have a payment due". When I asked if there was any reason why I would be considered a risk, I was assured that there was not. I expressed my concern and upset that these types of pre-emptive calls were being made without just cause and asked for an explanation. ALL I GOT WAS THE STANDARD, CANNED "IT'S OUR POLICY M'AAM". At this point I became frustrated and ended the conversation. I will make my payment within the contracted timeframe, BUT this is the last major purchase I will make from SEARS CANADA, my credit card will be cancelled, cut up and returned. LAST CHANCE SEARS AND YOU BLEW IT...AGAIN!! Also have to say that, after reading of others experiences, I'm more than a little worried about our recent purchases and hope nothing goes wrong with the appliances or we are likely to find ourselves in a real mess. FORWARNED IS FORARMED!!
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Review
#293628 Review #293628 is a subjective opinion of poster.
Product
Sears Credit Card
With Official Company Response
I ordered a 10k charm for grandaughter's Xmas on Dec. 11. It never arrived. Called customer service - they said wait 10 business days. I did and charm never arrived. Customer service - I want my $86.00 back because I don't have the product. Customer said...
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1 comment
SearsCares
Sears Response
#419974

Dear Marspi,

I am very sorry for the ongoing frustrations concerning your charm that you never received. It is clear why you would be concerned not only with the whereabouts of the charm, but also the refund you are requesting and have not received. 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 charm was purchased under (if different than the contact phone number) and we will call you. Also, in your email, please provide the screen name “Marspi” 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
#293330 Review #293330 is a subjective opinion of poster.
With Official Company Response

Update by user Mar 02, 2012

It has been many months and many phone calls and emails - and the obvious fact is neither Sears nor Stearns and Foster care if they injure your back. They only care that their warranty is deceptive enough to sell their mattresses to more people at higher prices than...

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11 comments
Anonymous
#1027817

I am a disabled Veteran who stupidly paid SLEEP AMERICA over $3200 for the Stearns and Foster top of the line king. FAILED COMPLETELY and they are not covering it at all! What a treasonus SCAM SEALY IS RIPPING OFF DISABLED VETERANS too!

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Review
#293317 Review #293317 is a subjective opinion of poster.

Sears.com Store Pickup worthless

I placed an order on Sears.com for Store Pickup. There were 5 items in my order. I was traveling and could not print out the order confirmation. I did wait for my confirmation email that the order was ready. When I arrived I was informed that they had only had two of the items in stock. I didn't want a partial order, so I asked for a refund. I was told that they could not refund my order without the code from the email. The order was marked as Picked Up as soon as the Store Pickup staff served me, presumably to preserve some sort of time record. Now the order is "Picked Up", when I never actually received any items, and they kept my money. The staff at the store I was at were polite, but completely unable to do anything for me.
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Review
#292700 Review #292700 is a subjective opinion of poster.
Loss
$17
With Official Company Response

Getting the Run-around from Sears

I purchased a very expensive 3 in 1 pool table, pingpong table, air hockey table for Christmas and it was delivered to the home in time for Christmas. When it was time to put it together we learned that it was too complex to do it ourselves. We called Sears so they could have a technician come out and put it together. The technician came to the house and after about four hours, the technician informed us that the box that was shipped to our home didn't include the correct pieces. The technician took that table and said that they would deliver another table - one that was already assembled. We modified our schedule to wait for the new assembled table to be delivered but it was delivered to the wrong address. It never made it to our home. Once we found out that that table was returned to the warehouse, we asked them to deliver it to the correct address. They delivered a new table to our home, but it was put together incorrectly. Finally today, they came out again to set up the table and the kids and I plugged it in, ready to play (already one month post Christmas) and the power comes on but the air doesn't blow on the air hockey. I am furious about the money, disappointments (for me and my kids) and the inconvenience that I have experienced working with Sears to simply have a Christmas gift work. I will have to get back on the telephone with Sears (AGAIN!!!) and wait on hold (again) and reschedule another appointment (again) to get the proper table delivered. With service like this, no wonder Sears is losing their customers. I will never purchase an expensive piece of equipment from Sears ever again.
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1 comment
SearsCares
Sears Response
#418954

My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I just came across your post and wanted to reach out. I want to apologize for the ordeal you have been through with your 3 in 1 pool table. After making such a big purchase and not being able to use it would be reason to be upset. We do value you as a Sears customer and I would like one of our corporate case managers to contact you. 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 pool table 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 “Anonymous / 1302012” 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
#292681 Review #292681 is a subjective opinion of poster.

Sears customer service number

The customer service dept is by far the worst I have ever dealt with. Please speak to the store mangers first. CS staff refused to let me speak to anyone further, threatened to note my file and refused to even give an in store credit for a unsuitable gift with proof of purchase, in origonal packaging, not used or damaged all because I was less than 2 wks past the xmas date. Mind you we had 1200 sale pending and the item was 30. The cs line has no rationale what so ever which is disturbing being in the same field. The dept store I worked at would never be so foolish as to avoid a 1200 sale over 30 let along the 6400 we recently paid for full appliances for our new home. Sears does not know how to establish when to make a minor exception. Ridiculos. But again, the store manager rectified the whole unpleasant experience so please try that route first.
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Review
#292455 Review #292455 is a subjective opinion of poster.
Service
Sears Manager
Loss
$30

Sears in Stafford, Texas - Google pad

cant reach anybody so i can renturn the google pad i been calling for days and it did come with any warrany and we havent had it for long it wont charge i call the better b@b they have lots of bad stuff i just want a refund i order it throught sears december 3,2011 and it took then about 4 week to delivery and sears said its throught a third party it took them about four week to send it and sears said they dont see any warrany in there system its took so long i even put a tracker on it but we got it throught the mail
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2 comments
Anonymous
#418165

You ordered it through a third-party vendor on Sears.com If you had read all the terms on the site you would know that all warranty concerns and any return issues are between you and said vendor, not Sears.

Anonymous
#417346

Please take an English and or Grammar course at your local community college. We can not understand you.

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Review
#292178 Review #292178 is a subjective opinion of poster.
Loss
$100

Don't by anything from SEARS!!

Hello - I have been logging my contact with Sears so you can truly understand the frustration on my order of PuR Ultimate II w/Two Stage Filtration Replacement Water Filter order number 310845719 RECEIVE EMAILS SEARS ON MY ANDROID ORDER - WHAT? I ORDER WATER FILTERS!!! 1/22/2012 - Thank you for contacting Sears.com regarding your order number 310569550. I appreciate the opportunity to assist you! Kristi, I understand that you have not received the "ePad 10 inch Android Tablet Newest 2 2 OS WiFi Fastest on market" yet. We really apologize for the inconvenience caused to you. I have reviewed your order details and I see that your order for "ePad 10 inch Android Tablet Newest 2 2 OS WiFi Fastest on market" is shipped via USPS with tracking number 9101 0105 2129 7059 4498 69. However, you have not received the item yet, we have already forwarded the request to the merchant on 1/19/12. Please wait for 5-7 business , so that merchant could get back to you with an update. MR THIBODEAUX - GLAD TO KNOW SEARS PAYS ATTENTION. WHO IS MAKING SURE DAVE O IF PROVIDING ME WITH GOOD CUSTOMER SUPPORT? 1/19/2012 - Mr. Thibodeaux, We have received your email. We see that Dave O. is your case manager. We will ensure your case manager receives this message. Jason Belk Blue Ribbon Service Case Manager BY THIS TIME I KNOW THERE WILL BE NO DELIVERY AND NEITHER SEARS OR UPS HAS A CLUE OF WHERE MY ORDER IS LOCATED. 1/19/2012 - Thank you for shopping at Sears.com! When we research on your order# 310569550, our records states that as per the tracking #1Z6R9A240330673574 Scheduled Delivery Updated To: Thursday, 01/19/2012, By End of Day. We apologize for any inconvenience this may caused. Please come back to us if you have not received the item. Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok. Shop sears.com now to pick up great products for the season. http://www.sears.com Sincerely, Lorena S DAVE CALLED TO TELL ME HE WAS A "SENIOR CASE MANAGER" AND BEGAN TO TELL ME THE SAME STORY THAT MY ORDER WOULD BE DELIVERED "TOMORROW". I TOLD HIM, NO…UPS HAS ALREADY INFORMED ME THAT THEY NOT ONLY ALREADY DELIVERED THE PACKAGE BUT CONFIRMED IT WITH ME PERSONALLY. SO HOW CAN YOU REDELIVER THE SAME PACKAGE? HE ASSURES ME HE IS A "SENIOR CASE MANAGER" AND KNOWS EVERTHING THAT HAS BEEN GOING ON. HE KNEW NOTHING AND QUICKLY PROVED HE WAS AN ***. 1/18/2012 Dear Kristi Thibodeaux, Thank you for contacting Sears Holdings Corporation Social Media and allowing us the opportunity to address your concern regarding your recent experience. We sincerely apologize for the inconvenience you have experienced and we appreciate the opportunity to assist you. Please be advised your issue is being addressed and case 3928752 has been opened. If you have any further questions, please feel free to reply to this email or contact us via phone. Thank you, Dave O. Social Media Case ManagerPhone: 888-572-8119 / Extension 15 Hours of Operation: Monday-Friday 8am-7pm CST, Saturday 8am-5pm CST GREAT - FINALLY MAYBE I'LL GET SOMEONE WHO WILL LISTEN! 1/18/2012 - Dear Mr. Thib, 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. Thank you,Tricia B. 8 MORE DAYS!! 1/17/2012 - Thank you for contacting Sears.com regarding your order # 310845719. I appreciate this opportunity to assist you. I understand that you have not received your order for "PuR Ultimate II w Two Stage Filtration Replacement Water Filter". Kristi, I can understand how frustrating this would be. We sincerely apologize for the inconvenience this has caused you. I have reviewed your order and I see that the request has been sent to our Research specialist regarding item missing. Please allow 8 business days to work on it and respond. CUSTOMER LEFT TO FIGHT WITH BOTH SEARS AND UPS 1/17/2012 - I contacted. They state they delivered package on 1/10/2011 and also went back to the house and spoke to me personally and I confirmed I had the received the package. Not true. UPS closed their original investigation, where they stated they confirmed they delivered the package on 12/16/2011, because they "found the package" and redelivered on 1/10. How do they confirm a delivery...then find the package again. After speaking with UPS, I call Sears, who tells me they would not reship the package until the second investigation is closed. Sears also told ME - the customer - to contact UPS (Sear's chosen delivery vender). Why wouldn't Sears take this up themselves with UPS. Why am I having to fight with both Sears and UPS? They tell me they would be happy to send me out new filters if I give them my credit card number. Are they kidding. I search the web to read other complaints for Sears and someone posted this email address. So I send my sad story to smsupport@searshc.com. OVER ONE MONTH GOES BY - NO ORDER 1/16/2012 - Thank you for contacting Sears.com regarding your order number 310845719. We sincerely apologize for the inconvenience this may have caused you. I understand that you have not received your order yet. Kristi, as per your order details I see that your order for "PuR Ultimate II w Two Stage Filtration Replacement Water Filter" is scheduled to be delivered by today however according to the tracking details I see that already the first atempt for the delivery was made since no one is there to receive it. Kristi, I suggest you to contact the UPS in 1-800- PICK-UPS for further assistance since only two attemps are left and after third attempt your item will eturn back to our warehouse. We at Sears are here for you! Should you have any further queries or concerns, please feel free to reply. You can also contact us at 1-800-349-4358 or chat with us. No word from Sears after 5 business day. So I send a follow up email on 1/15/2012 1/07/2012 - Receive another email stating "Thank you for contacting Sears.com regarding the order# 310845719. I appreciate the opportunity to assist you! We appreciate your interest in doing business with Sears.com. Kristi, I am sorry to hear that you have not received your order for the 'PuR Ultimate II w Two Stage Filtration Replacement Water Filter' yet. Please accept our sincere apology for the situation you are currently experiencing with your order. After reviewing your order details I see that currently we are working on it. Please allow us 3-5 business days to get back to you with an update. I certainly appreciate your patience in this process. RECEIVE CALL FROM SEARS 1/07/2012 - Sales and customer care associate called and asked if I had received my order. I told them no. She said she would follow up and sent me a mail stating "I'm glad that I had the opportunity to talk with you earlier today. I would appreciate your feedback on the experience to help me improve. Please Take our Survey** to answer a few questions. You will be asked for my Agent ID in the first question. Please enter 18198. Thanks again for your time and feedback! 1/01/2012 - Thank you for contacting Sears.com regarding your order #310845719. I appreciate the opportunity to assist you. I understand. I apologize for the inconvenience this order has caused to you. I can certainly understand the way you feel. Kristi, after reviewing your order details, I see that the order was delivered to Garland TX on Wednesday, 12/21/2011 at 7:21 P.M. As the order is not yet received by you I have forwarded a request to our Research team. Please allow us 5-7 business days to get back to you. Again, I apologize for the trouble you are facing with the order. I am sure your issue will be resolved without any hassles. 12/20/2011 - Contact Sears via email stating I had not received my package. 12/29/2011 - Great news. Your order number 310845719 has been delivered! UPS tracking number 1Z6R9A240330673574. 12/17/2011 - Thank you for placing your order with Kenmore! Your order confirmation number is 310845719. We are processing your order right now and will notify you as your items are ready. PuR Ultimate II w/Two Stage Filtration Replacement Water Filter Sold By: Sears $124.98, shipping $5.50 04609030000 Model #: 09030 KSN #: 12208211
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Review
#291910 Review #291910 is a subjective opinion of poster.

Sears removed funds on UNAUTHORIZED date!

I spoke with a rep on Jan 23rd and agreed to an autopay for $472 on Feb 14th...they took the funds on the Jan 24th overdrawing my account and my car insurance lapsed because the funds that were there were unavailable. Isn't this the same as STEALING? They helped themselves to my account that they weren't authorized to do! Was told it was human error, unaccaptable! You have a payment option in place, it should work. Had it been the other way around, I'd be harrassed with phone calls. There clear was a lack of sensitivity and accountability to the situation. Based on the "human error" my financial situation is a mess and leaves me with a lot of work and stress to clean it up. Now I can't do anything the transaction clears, it's "pending", then it will take Sears 48 hours to refund it and any fees the bank charges. You stole from my account, there has to be more that can be reimbursed here!!!
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Review
#291819 Review #291819 is a subjective opinion of poster.