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I bought a freezer a week ago and promptly filled it with $200 worth of food. When I checked a day later the food had thawed! I called Sears and they sent a repair man who said it couldn't be repaired. Now, Sears want ME to return it in order to get a...
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5 comments
Anonymous
#767521

Coldwater here again. After I posted my last comment the tech called and said they would install first thing in the morning (8:30AM).

He said the 269.99 installation charge may have to increase if new couplings are needed and a drain pan. He said some installation pkgs run 395 to include same. He said it has to be able to pass inspection. I told him the Sears tank that I have had without any problem for 12 years passed inspection in 2002, and codes here were the same as far as I know, and as far as on-line rep knew since he said he checked Ohio code when I ordered it.

2 Couplings cost about an additional 35.00 each, the tech said. The new pan then, it seems, if needed would cost 50.00 since when they are included in 395 install pkg, but I guess I was quoted and charged the more optimistic charge which sometimes is sufficient. By the way, the fine print on receipt does say there could be additional installation charges. So it is, what it is, or what it will be, I guess.

The guy who called from the truck was polite and said, would it be ok if we install your heater first thing tomorrow. I suppose I could have insisted they install it tonight, but I think I did the right and considerate thing. And after probably much needed rest, I may well get a better installation. I'll post the installation charge tomorrow after installation.

Hopefully it will not be more than I already paid, but it seems it could be 120 more. Any more than that, and I'll be ready to complain, for what it's worth, for sure.

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Review
#289942 Review #289942 is a subjective opinion of poster.
Service
Sears Repair

Sears delivery and installation warning

I ordered a washer/dryer with all necessary parts and full installation. On the day of delivery they took my old washer and dryer (which still worked) and left without installing the new washer and dryer because they didn't have all the parts. The service department was extremely unhelpful when I contacted them about this. Sears should have called me up to delay delivery instead of leaving me stranded without a washer/dryer. Sears doesn't have their own delivery/installation people. They contract out to anyone. So the delivery people will just want to get out of their as fast as possible. I advise people to not purchase from Sears.
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3 comments
Anonymous
#414178

The cost of everything today the way it is,Sears should just sell the product and leave the installation needs to the customer.Every plumber out there offers installation service for applainces.Let the customer hire someone for installation,SEARS YOU WILL STILL SELL AND HAVE A LOT LESS HEAD ACHES.

Anonymous
#414032

I'm glad to hear this. Never knew they were that ***. Doesn't matter to me now since I will never buy anything else from Sears.

Anonymous
#411330

Stop reposting! We got the hint the first time you posted your complaint. Posting it again only makes us care less about it.

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Review
#289737 Review #289737 is a subjective opinion of poster.
Loss
$2400
With Official Company Response

Sears.Com. Stay Away!

Don't EVER ORDER FROM SEARS. Ordered an item. Had no idea it would be coming from a 3rd party merchant. That merchant, Denny and Kathy's Superstore, sent an inferior model, charged the same amount. Forget getting any help from Sears customer service either via phone or email. They never respond. I called the 3rd party merchant directly. The agents there are nice, but ineffective. They promised to send the proper item, in an expedited fashion. But they sent it to the wrong address. And my emails to inquire about the whereabouts of the item were not returned, so I was forced to continue to call until I could reach a human being. Sears is a joke and a travesty. Don't spend your money here unless you want headaches and unfulfilled purchases.
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2 comments
Anonymous
#414781

I bought a dishwasher from sears.com on Nov. 24. It was scheduled to be delivered and installed within a week.

The installer calls me up and tells me the dishwasher I already paid for is no longer in stock. Turns out they sold the dishwasher I bought to someone else.

After wasting at least 3 hours on the phone with India, I had to wait more than a month to get the discount. Worse than that, they charged me twice and I had to waste 3 more hours to get a credit.

Sears is a dying brand. I shop online several time a week and sears.com is by far the worst e-retailer I've ever experienced.

SearsCares
Sears Response
#410347

Dear Don’t Shop At Sears,

I have just read come across your post. Please accept our apologies for the frustrations surrounding your purchase. From what you have described it is clear why this would be so upsetting. My name is Stephanie and I am part of the Sears Social Media Escalations Team. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our corporate case managers who can help you communicate and work with the vendor in question on a solution. 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 item 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 Don’t Shop At Sears for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.

Social Media Moderator

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Review
#289011 Review #289011 is a subjective opinion of poster.
TO: Sealy Company Headquarters Attn: Consumer Support One Office Parkway at Sealy Dr Trinity, NC 27370 From: Ed Galicki 4227 Mt. Herbert Ave. San Diego, Ca. 92117 egalicki@san.rr.com 858-277-6338 It is such a disappointment to have to write such a letter so soon after...
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18 comments
Anonymous
#1625727

Yep. Same issue.

Been trying to deal with them off and on since my mattress had a 1 and a half inch sag in 2016 (two years after purchase). Last I was told, the mattress for which I provided photos of the tags, is six months older than the date I bought it and therefore must be a different mattress.

So it is, apparently, my fault that they sold me a 6 month old mattress. Maybe there’s a class action suit we can join?

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Review
#288635 Review #288635 is a subjective opinion of poster.
Ordered 10 x 12 metal shed online 12/12/11. My account was charged the same day as order. Received confirmation email from Sears. Order due in store 1/10/12 - 1/12/12. Called Customer Service January 9th, 2012 to confirm delivery. They could not find tracking number...
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1 comment
Anonymous
#411514

My refund has been charged back to my account as of 1/18/12

Review
#288624 Review #288624 is a subjective opinion of poster.
Service
Sears Delivery Service
With Official Company Response

Sears in Albany, New York - Kenmore Elite Steam Washer Is Junk. Service Even Worse

Less than 2 years ago I purchased a Kenmore Elite Steam HE washer for ~$1400. I'm a single guy so the washer is far from overworked. Washer start making noise when the drum spins. I set up an appointment with Sears service and verify the address with them twice. I take a half-day off work and long story short they send the repair person to the wrong address. I have to reschedule for two days later and *** another half-day. No apology from Sears. Repair man comes and its going to cost $325 to fix the washer. (BTW repairman is great. NOT a Sears employee.) That isn't acceptable to me. I call Sears and after going through 30 mins of phone system *** finally talk to a live person. My question: "Do you think I should have to pay a $350 repair bill for a $1400+ washing machine that has only seen light usage for 18 months?" Their answer: "I can send you a $25 gift card." Sears, your products are horrible and your customer service is even worse.
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3 comments
Anonymous
#418664

Why do you think you're entitled to more than the standard one year manufacturers warranty? Get a clue.

If you want more coverage, buy the maintenance agreement. You have no right to complain.

Anonymous
#418663

Why do you think you're entitled to more than the standard one year manufacturers warranty? Get a clue.

If you want more coverage, buy the maintenance agreement. You have no right to complain.

SearsCares
Sears Response
#411045

To Anonymous,

I completely understand your frustration with your washer failing after only 18 months. Please understand that Sears is a retailer and not an appliance manufacturer. We offer service agreements which would cover any needed repairs or maintenance after the manufacturer’s warranty has expired. Regardless, we do value you as a Sears customer and we'd appreciate the opportunity to speak to you further about this issue. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code (PC288617) for reference to your issue, and we do look forward to talking to you soon.

Thank you,

James H.

Social Media Moderator

Sears Social Media Support

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Review
#288617 Review #288617 is a subjective opinion of poster.
Loss
$1400
With Official Company Response
Ordered from in store and several items on line. On line order was partially delivered... emailed three times called twice.. not sure if I'll ever get the item. In store item was set for delivery three times and did not arrive. Funny thing is they never can find...
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2 comments
Anonymous
#408922

I too have been given the runaround by Sears, I ordered a heating blanket as a gift for my mothers birthday, it was supposed to be delivered 1/6/2012, the shipping label was generated but neither sears nor UPS knows what the *** happened. Sears has failed to give a reasonable solution to fix the porblem except refunding the shipping charge, the realtionship managers suck, they just keep giving the same response of it takes 5-7 business days.

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Review
#288588 Review #288588 is a subjective opinion of poster.
Loss
$1700
With Official Company Response

SEARS AKA EBAY

I went on the Sears website to order a laptop. Well i assumed if ordering from their site it would be coming from then. Like if you order from Walmart the item comes from Walmart. Well after waiting over a week for the item to arrive i called back. Low and behold the item was from a vendor who sells items on ebay. I would think that if I wanted an item from a ebay vendor i would have went to the Ebay webiste. Well its been over 2 weeks i still havent gotten my laptop. sears is giving me the run around and i havent been able to contact the Ebay vendor. I will never purchase another item from Sears not online or in their store. I HATE SEARS!
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1 comment
SearsCares
Sears Response
#408235

Dear Marnece,

I would like to extend my sincerest apologies for the experience you have had thus far with purchasing your laptop. My name is Mike and I am a member of the Sears Social Media Escalations team. While we do business with third party vendors, your situation is certainly not the way that we want our online transactions to go. Even though your purchase was made from a third party merchant, we would like to speak with you and offer our help in resolving this 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 the phone number the laptop 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 (Marnece) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Mike D.

Social Media Moderator

Sears Social Media Support

Review
#288570 Review #288570 is a subjective opinion of poster.
Loss
$340
With Official Company Response

Rude Sears employee

I was only looking at tv's when after 15 min. Ron stops by to see if i need help. He didn't tell me anything about them, but suddenly got angry when i didn't want to pay for a tv there and pick it up at a different store. He said he wouldn't get paid and i told him i was sorry. He still got angry and told me he was so sorry he wasted so much time with me. At home i called the manager, Mitch, and told him what happened. He seemed to take his employee's side and told me if it proved to be true, he could be fired. Ron is still working there. I just wanted a peaceful trip to Triangle Town Center after visiting someone in a nearby hospital.
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2 comments
experiment1195
#580784

Sears TV sales employees are paid on commission and/or by how many agreements they sell. Many stores mandate that big ticket purchases like tv's must be paid for in that department. Many customers know exactly what they want and do not need assistance but some want to be waited on hand and foot for the smallest of purchases.

But how an employee is paid should not effect customer interactions. The company doesn't help either by offering a decent paid pay to avoid situations like this. Customer service should always be the number one priority. He should've offered to ring up any other purchases you might have made in the store.

Best Buy is getting the same way with computers. You have to deal with those employees at the desk in the computer department.

SearsCares
Sears Response
#408216

Dear Anonymous,

My name is Mike and I am part of the Sears Social Media Escalations team. I completely understand why you would be upset after your customer service experience. You deserve better service than what you received. I also realize why you would want to make your transaction at only one store rather than order from one location and pick up your television at another. We would like to discuss this matter further with 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 we will call you directly. Also, in your email, please provide the following code (288500), for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Mike D.

Social Media Moderator

Sears Social Media Support

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Review
#288500 Review #288500 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response
The worst shopping experience ever! I purchased an item from sears.com few days before Christmas. Since it was a Christmas gift I really wanted for it to arrive before the Holidays, I paid $47.00 for the 2 day shipping. The item was supposed to be shipped to the store...
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2 comments
Anonymous
#414782

I bought a dishwasher from sears.com on Nov. 24. It was scheduled to be delivered and installed within a week.

The installer calls me up and tells me the dishwasher I already paid for is no longer in stock. Turns out they sold the dishwasher I bought to someone else.

After wasting at least 3 hours on the phone with India, I had to wait more than a month to get the discount. Worse than that, they charged me twice and I had to waste 3 more hours to get a credit.

Sears is a dying brand. I shop online several time a week and sears.com is by far the worst e-retailer I've ever experienced.

Sears customer service is almost all in India. They read scripts and can't help you with actual issues!

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Review
#288257 Review #288257 is a subjective opinion of poster.
Loss
$200