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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.
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.