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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

HORRIBLE SERVICE FOR RETURN AT SEARS WARE MA

We went to the local Sears in Ware Ma and with their help and a STORE receipt and our credit card, we ordered a generator on Nov. 21. It arrived Dec 3 and was obviously damaged when we opened the box. We thought that wouldn't be a problem as we had the complete warranty that we purchased with the item. It took HOURS (at least 12 from various days) before it could be returned and then it took weeks to get our $ back. The store in WARE is HORRIBLE and NO HELP even though they easily took our $ and gave us a store receipt. The customers service at Sears on the phone was very little help for weeks - they were mostly nice but they didn't DO anything to get our $ back in a timely fashion. We will NEVER do business with Sears again.
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1 comment
SearsCares
#407263

Dear Lavendar11:

Please accept our sincere apology for the poor customer service you received attempting to return your generator to the Ware, MA store. In addition I certainly understand your frustration with working with my business partners over the phone and still having a difficult time returning your damaged generator. My name is Susan with Sears Social Media Escalations team. We are a single point of contact for escalated concerns and would like to look into this situation further and speak with you directly to offer our assistance.

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 generator 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 (Lavendar11) 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
#288111 Review #288111 is a subjective opinion of poster.
With Official Company Response
I ordered a washer/dryer from sears.com on 12/29/2011. The ONLY day I could take delivery on it was January 13. I was able to select this date during checkout. When I placed the order, I had a customer "service" rep on the phone with me to help because I wasn't...
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1 comment
SearsCares
Sears Response
#407283

Dear Anonymous:

We would like to offer our sincere apology for the way in which your Sears.com order was handled. I certainly understand your frustration with not being able to keep your original delivery date as well as the time this entire process took you. My name is Susan with Sears Social Media Support Escalations team and we would like to look into this situation further and speak with you to see if we can make this issue right for 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 washer/dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code (288019), 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

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#288019 Review #288019 is a subjective opinion of poster.
Service
Sears Installation