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Sears in Toronto, Ontario - Sear.com terrible customer service

I'm from Canada and was sucked in to the new hassle free international orders only 20 when You spend over 100. Great I try and place an order for an electric scooter the shipping comes up 138.99 so I send an email where they offer to credit me back the difference after the order is placed. So I call in to place it with a live person who seems to do everything but in 3 days no confirmation. I call in again order # does not match address and shipping or credit card used. We can't help you. After a few calls I get someone from online solutions who says the rep.messed the order up and she would have to file a report..then offers to reorder the item for me herself. So I allowed her to redo she assures me the new sale price and shipping will be refunded after the order. It goes through she says she can't open the order and reimburse the difference call back tomorrow. Nightmare really begins no billing department no manger no one can help. Emails telling me it had not been charged to my card so they couldn't reimburse...but it was and I can clearly see the charges. I was over charged on the item and the shipping. hour and hours nothing resolved just stock emails. I have now disputed with my credit card I will never ever order from sears.com international again. At least in Canada if you have a problem you can speak with someone who can actually do something. Avoid them you'll thank me.
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Review
#274181 Review #274181 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$620

Sears in Walden, New York - Customer Service - Hardly!

i am tired and just about to give up on sears. i placed a 6 piece appliance order with sears on 10/15 and it all was available for delivery within 6-10 days but the earliest delivery option offered was 11/18. 4 weeks for in stock product? kidding me, but i have been a long time customer of sears and installed all new appliances in the last 4 homes i have owned. i recommend them, until now the last few weeks i have been in contact with customer service because i keep getting differing delivery information, and have been assured that my delivery is set for the 18th. i see teh data on the web and it does not show that. customer service didn't get that i see that info. now the order is delayed into December. no shock to me, i expected them to fail on their commitment. so when i called yesterday here is how it went.... hello my name is xxxxx may i have your name, phone, address, zip, name again, delivery address, so i can find your order. i see you ordered, then they roll down the list of what i ordered. whats the issue? let me look into this HOLD......i can not help you please allow me to transfer. repeat all again with the new and improved customer service person, only to get the 'we will call you back' and they never do. there is no customer service in their customer service group. so i had an e-mail address to Imran Jooma Sr VP, so i gave it a shot. guess what. i got back an e-mail from customer service who basically re-stated what i already know. then offered to further help me if i desire. are you kidding me. further help? i haven't been helped yet. Ughhhhhhh i am about to cancel the $4,400 order and go to Lowe's i hear they are fast and customer service is just that service! anyone at sears listening?
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3 comments
Anonymous
#555914

The Imram Jooma email comes with every order but he never responds to emails to him with questions or concerns.

Anonymous
#580003
@No longer Sears shopper

Absolutel correct...he never responds to emails. Those CSRs are incompetent. Terrible company to do buy from, cos' if you do have any issues with your order, God help you.

Anonymous
#376611

Good post, and something that Sears (and most other companies) really needs to address. Sears customer service will never resolve this issue.

They will give you the run around, and never help you solve the issue. This is what they are paid to do. The only possible solution is to go to the store, and talk to a person. Lowes might be better, but I think the key is going to the store and talking to someone invested in their job.

I do love your comment about emailing Imran Jooma.

Why even use his name in the email address? Sears is only setting themselves up to *** off customers when the find out that the email goes to the lowest level of customer service.

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Review
#274174 Review #274174 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$4
With Official Company Response

4th new dryer within 2 months from Sears

Today Sears delivered my 5th new dryer. But it had to be returned because it was dented on both sides. The first one was also dented. The second one needed a new belt of sorts. The third needed a new timer, which I was willing for them to put in but they said it was less expensive for them to give me a new dryer and the forth dryer. Well, its back on the truck. The 5th is expected mid month. Why am I going along with this absolute insanity. Number one. This is the only size dryer that will fit into my tiny bathroom. Secondly.. By the time I finally get the perfect dryer, I figure with the gift certificates they are paying me off with, I can buy myself something wonderful. I have used Sears since the 80's and I must say its just shameful. Half their employees are total idiots and on a good day when I do get someone that can help me or feel like helping me instead of just collecting a paycheck, I feel like the heavens are smiling down on me. Keep up the good work Sears... I need a new snow blower....LOL
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1 comment
SearsCares
Sears Response
#376742

Dear Anonymous:

Please accept our apologies for the problems you have encountered receiving your new dryer. I certainly understand your frustration with having to get four deliveries and still not having a dryer that is not damaged or not working properly. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues and would like to look into this situation and offer our assistance in resolving your dryer issue.

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 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 (PC274166), 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
#274166 Review #274166 is a subjective opinion of poster.
Don't waste time with the customer service. Call 847-286-2500. Call them everyday with your complaints. Do not let a big company like Sears take advantage of you. I have had nothing but problems since I bought items from Sears. They need to stay by the...
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11 comments
Anonymous
#1348099

Sears customer service is very ridicules.

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Review
#274141 Review #274141 is a subjective opinion of poster.
With Official Company Response

Update by user Nov 12, 2011

I got an email on Friday, telling me that they will replace my television. It Arrived Saturday, Morning at ten.

That was fast.

I Can\'t say That It makes it all right but it\'s a step in the right direction. In all Probability, I won\'t be shopping online at

sears,...

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4 comments
SearsCares
Sears Response
#376305

Dear Letitride,

My name is Robert and I’m part of the Sears Cares Escalations team and we value you as our Sears customer. We apologize for the frustration and hassle you have encountered with your television. We understand the importance of having a proper working item in the home. I have seen your updated post with this issue being resolved and you’re replacement arriving on Saturday. If there are any other questions and/or concerns that you may have, please email us at smsupport@searshc.com. In the email, please provide a contact phone number and we will call you directly. Thank you for being our Sears customer and we appreciate your business.

Thank you,

Robert B.

Social Media Moderator

Sears Social Media Support

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Review
#273965 Review #273965 is a subjective opinion of poster.
Service
Sears Manager

Sears in Los Angeles, California - A maintenance call resulted in damage

I called Sears to schedule maintenance on my Whirlpool washer and dryer, purchased new from Sears. There were no problems with either, but they are 5 years old and the washer had gotten loud so I thought better to maintain than deal with an emergency repair. The "technician" was here for 45 minutes, vacuumed out my dryer vent, opened up my washer's motor and found no problems whatsoever with either. Told me to reduce the motors volume would require replacing the water pump. I put in a load of laundry and the dryer's timer was broken, wouldnt go past the final 7 minutes, no longer shuts off automatically. I called Sears but couldnt stay on hold long enough to speak to an actual person. Six days later while cooking dinner put the phone on speaker and waited over 25 minutes on hold to speak to someone who told me sure, they'd send someone back out and it would cost me $129 for the service call. I asked for a supervisor who soothingly told me the same thing, that I couldnt prove the technician had damaged my dryer and why had i waited almost a week to call in if it was broken immediately? i pointed out that as a single working mother i have no time to sit on hold waiting for a live person to talk to, that clearly this was a scam, would he like to pay twice for a repairman to come to his house? clearly the "technician" broke my dryer, accidentally or on purpose? who can say.
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Review
#273380 Review #273380 is a subjective opinion of poster.

Sears doesn't honor advertised prices

Nobody reads it but Sears has a disclaimer that they don't have to honor their own advertised prices or any other claims they may make. Sears web site advertised their 1,468 piece professional tool set for only $999.98 but when I called to order it their sales line was unable to place the order. After 3 hours, talking to 9 customer service people, and being disconnected twice, I was tolled that the website posted the wrong price and sears was going to break it's own policy by not selling me the tool set. I called again and was informed of a disclaimer that sears doesn't have to honor it's advertised prices.
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2 comments
Anonymous
#413496

Currently having issues sears.com because they advertised several mattress sets (items sold seperately) for 59.99- 99.99 when I went to purchase the mattress only which it said I could do it didn't give me the option so I called customer service who quickly told me it was a mistake on their part that the mattress was not that price. I told them it was clearly listed at that price and that I had even printed out the advertisement and all the information on the deal.

After spending over 2hrs being bounced back and forth they finally disabled the sears.com website which i am assuming is so they can fix the problem.

I looked up the product and it goes for just under 800 dollars. Very disappointed.

Anonymous
#385231

That sounds like my story exactly trying to order a tool set and storage combo, even down to the 3 hours spent with customer service and with an online chat. The representatives had trouble understanding me and I certainly had difficulty trying to decipher exactly what they meant.

Sears should go back to customer service based in the U.S.

and honor the prices they have posted on their website.

Sears will have to earn my business at this point!

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Review
#273178 Review #273178 is a subjective opinion of poster.
Product
Sears Website
Loss
$999

Sears in Kentwood, Michigan - High pressure salesman

This happened about 2 years ago and I'm still angry. I bought a lawn tractor with a mulching kit at the Vero Beach, FL Sears store. The salesman said I could have 12 months to pay interest free. I said that it would not be necessary because I always pay my charge accounts in full every month, therefore there would be no interest. He kept insisting that it would be foolish not to take advantage of the offer. After the 4th or 5th go around I finally said "OK, but it's not necessary" just so he would finish ringing up the sale and I could leave. When I got home I went on-line to register my warranty and spotted the "No interest for 12 months" but there was also a choice of that or a 5% rebate on the sale which would have saved me $85 - $90. I selected the rebate and it was rejected because I already selected the "No Interest" option. I immediately called customer service and spoke to numerous people and they all had a flippant attitude so I was out of luck on the rebate. Why did the salesman practically demand that I accept the "No Interest" offer when I made it clear to him that I always pay the full balance of my accounts before the due date? I now buy my tools, etc. at Lowe's, Home Depot or Amazon.com. In fact, I now need 6 new tires for my motorhome and will not get them at Sears.
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2 comments
Anonymous
#370264

I'm sorry that you had a bad experience with someone that worked at Sears. Remember though it was that one sales person that did you wrong and not necessarily the company.

The sales person should have been a little more ethical and told you both offers instead of just one. Also, it is partly your fault as well. You didn't want the no interest so should have stood your ground. I work for a vacation company and we get complaints like this sometimes as well.

We deal with the situation and either write up or terminate that employee.

If you complain to the right people with Sears, I'm sure the same thing would happen there, too. Hope this helps put another perspective to it.

Anonymous
#368813

You posted that this happened two years ago.Dont dweal on past history.With your wineing Sears is probuly better off not having you as a customer.Now you can do your wineing about Lowe's.

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Review
#272589 Review #272589 is a subjective opinion of poster.

Sears in Toronto, Ontario - Unable to get fridge fixed or speak with a Manager

I have a fridge bought from Sears a few years ago. I have the extended warranty from Sears and the mainboard of the fridge developed an issue. After 3 visits by 3 different certified technicians from Sears we are nowhere near solving the issue. I have called customer service almost everyday and asked to speak with a Manager. Not once was anybody available and although I was promised by 4 different people I will get a call-back from a Manager it never happened. At this point there 2 possible causes for my issue: either the problem cannot be fixed or the technicians are incompetent. Either way I believe 3 attempts at this are enough in terms of patience and it is only fair that I should be compensated for the time I am wasting being away from work and waiting for yet another attempt to get this issue fixed not to mention the aggravation. Unfortunately as I said before I am blocked at every attempt in speaking with somebody with authority to do something about it. I would like to know how is it possible to escalate my issue as Customer Service simply ignores me.
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Review
#272551 Review #272551 is a subjective opinion of poster.
Loss
$1000
With Official Company Response

Sears Parts Online

I ordered a chute ring and chute for my snow blower to direct the snow. I was told I needed the hardware to go with it (5 nuts, bolts and washers). When I placed the order the total came to $60.57. When i received the email invoice I noticed the ring chute was only $14.65. So why was my total $60.57???????? Each nut was over $2.00 as was each washer and each bolt... So I ended up paying $60.57 for a ring chut that costs $14.65... OH and the best part.... NO RETURNS ON NUTS, BOLTS AND WASHERS..... Plus they sent me 3 huge bolts that had nothing to do with the ring chute.. I returned the ring chute because I found a site online that sold it much cheaper.I was credited $14.65. As for the nuts and bolts, I used the old ones and never opened the new ones. I am out over $30.00 for hardware I NEVER USED!! I WILL NEVER DO BUSINESS WITH SEARS AGAIN!!!!!!!!!!!! WHAT A SCAM THEY HAVE GOING
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2 comments
Anonymous
#375142

Ordered parts for lawn mower, paid standard shipping, for some reason UPS dropped them off to the post office once they were 30 miles from my house, still have not received parts. Customer service said they have to recieve info from post office before thet ship new parts.

Why were they delivered to the post office? Why did UPS not deliver? Why do business with sears again. Pissed off customer still waiting on parts.

Next email will be to BBB. And credit card company for fraud.

SearsCares
Sears Response
#368152

To PC272343

Please accept our apologies for the hassle you've experienced with your part order. This is definitely not the level of service we have long established. Not given the proper information for a part purchase can be frustrating and we would like to have the opportunity to correct this experience. I would like to have one of our dedicated case managers contact you in order to ensure proper customer service. My name is Robert and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the following code (PC272343) for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.

Social Media Moderator

Sears Social Media Support

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Review
#272343 Review #272343 is a subjective opinion of poster.