Filter by rating
filters
State:
Show
City:
Show
Product:
Show

Sears not caring

I was reviewing my credit report and noticed that Sears had placed a negative status for 30 days non payment on my report. I contacted Sear customer service and was told I was 30 + days late on my payment ! I explained that I had paid both of my Sears cards off with two Citi Card 0.0 % checks because of their 25.9 % rate and was notified several weeks later that they were affiliated with Sears and they had cancelled the checks. Of Course I was charged a late fee of $ 70.00 and was then told I needed to pay 643.00 to bring my account current ? It seems that my invoices after 34 years had went to paperless and I no longer get hard copy invoices.Again I was charged another late fee. I sent Sears a letter with the above concerns and was told tough ! The info was correct and I would have to contact all 3 Credit Bureau's with my reason for being late on my payment. I wonder if one hand know what the other one is doing.
View full review
Review
#274948 Review #274948 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$105

Sears.com lets my family freeze in a disaster,holding $1500 of my money hostage, refuses to refund.

Update by user Nov 18, 2011

Sears finally refunded my money, but claims it was because I refused delivery of my item.

- They never acknowledged the promised delivery date of November 2nd.

- They never offered to \"make it right\" and work with me

- They followed a predefined script and would not deviate

Sears.com is a high risk company to do business with. If anything abnormal occurs, they seem to notapply human thought or logic. They will:

- Respond with \"We\'re so sorry you are ... \"

- They will keep telling you over and over the incorrect information

- No matter what you do, they won\'t consider the possibility that they goofed up.

I have my money back, but only after 16 days of calling and emailing them sometimes more than once in a single day.

NOTE TO SEARS:

1) Never expose inner workings of your company to the customer. The fact you farm out things to a \"third party\" and that items are \"on the way to the warehouse\" are internal things that have no bearing on the customer.

2) If the customer isn\'t happy and is asking for a refund and doesn\'t even have the item, listen and refund their money.

Sears is a sack of FAIL.

Original review posted by user Nov 14, 2011

Recently up here in the New Hampshire area, we had unprecedented snowfall early in the year, which caused many trees to bend and collapse, knocking down power for much of the state for over a week. My family and I were sleeping in 30 degree weather indoors, and the kids were sick. We were in an emergency situation and needed a generator quickly to fire up our furnace and heat our house. I called my parents in New Orleans, who recommended Sears. My dad grew up on Sears products and so did my grandfather over many decades. So naturally they would make this recommendation. He placed an order on my behalf for a Stanley 8KW generator on Sears.com, and at the same time chatted with a representative and made it clear-- This was an emergency order and was time sensitive. Unless they could guarantee delivery in 2 days we did not want the item. They made that promise, and the order was placed. We were told November 2 we would get the item. 2 days and nights in this weather would be pretty bad, but at least we had a date where we would be able to return to some level of normalcy in our household. Crying kids for 2 days sure beets crying kinds for a week or more. November 2 came and I still had no delivery confirmation call. I called my father and he informed me that the website now said the delivery was November 7th. In fact, all indications were that this was the supposedly promised date, which was not the case when we were chatting in real-time with the representative while ordering! I immediately called the 1-800 number listed on the site. A rep told me the order had not yet gone out. I asked them if I could cancel, and they said I could... stating that I caught it before it shipped, and I would be getting a refund in a few days. I went to Home Depot 4 hours away in a neighboring state and picked up a much needed generator. We'd have heat... finally! The next day I received an email stating the order has shipped (Mind you I was in a YMCA/Shelter on wifi, so don't think I was out of the mess :) I was very confused. I called back, and was told there was nothing they could do. I was informed at this time, for the very first time, about "3rd parties" and that my order was fulfilled by some other company. I would have to take it up with them and ship it back myself. This makes no sense. Sears points the finger at some internal thing they do farming out the fulfillment to some other company. Seems to me that this is a "them" problem, yet they try to push it on to me. No matter... carrying on here... Repeated calls yield the same responses "We're so sorry you're having trouble" and other canned responses along these lines. Yet no help was ever forthcoming. Clearly the answer here was to refund the customer, yet they wouldn't. I checked with state law. At this point, they were required to issue a refund, yet they didn't. So they're breaking the law on top of just having bad customer service. Eventually I did get a hold of a "supervisor", who informed me that the only way out of this was to refuse delivery of the order when it came. I replied that I would do this, however it made little sense. This would continue to tie up my money and cost Sears an unnecessary shipping charge. I entirely expected delivery on November 7th, the new date. It never arrived. So at least at this point I could say for sure that Sears was in violation of the law and failed to fulfill the contract for purchase/delivery. To this day (It's now November 14) Sears refuses to refund my money. At this point the generator is lost in limbo, somewhere between their warehouse and the delivery company. They say they will only be able to refund my money once it gets back to them. My response? Even if the unit winds up back at their warehouse destroyed, it isn't my problem. They need to refund my money anyway. I was never in possession of the generator and yet they continue to make their mistake my problem. Why are they penalizing me for their problems? It is clear to me that this is a botched transaction from November 2 onward. The right (and legally correct) response is to refund my money. Yet they still have a charge on my card for this thing. With all the things I had to charge on the Visa, and with my bill now due, Sears has put me in a financially challenging situation. I'm now penalized financially for their mistakes. BE WARNED: Sears is tearing down the brand that took generations to build in a few short years. They have no customer service. If you call, you will get "oh, we're sorry you are feeling this way" and other empty statements that seem designed to defuse the situation. Yet no resolution is provided. I've spent probably $20k with them over the last few years. No more. They've lost me for good this time. I suppose that it isn't always to your detriment though when they goof up. Once I ordered a "Lawn and garden tractor", which was severely late in delivery. They wound up delivering two of them. I was nice and tried to return one. That process took weeks of calls. Maybe I should have kept both. Sears-- Don't answer this post with a "We're sorry... blah blah.. contact us and we'll give you a hug". REFUND THE MONEY YOU HAVE STOLEN FROM ME IMMEDIATELY!
View full review
1 comment
Anonymous
#376067

Ordered a washing machine and dryer promised a delivery on Monday never showed . Wife and I called several times really hard to talk with a manager took two days.

Never once did they really show any remorse. I have never experienced such poor service in my life .

cancelled the order now told that the store can not do the refund it has to be the warehouse.Right now $2100 of my money being held hostage . Don't buy from them for a couple a dollars buy from someplace that cares

Review
#274898 Review #274898 is a subjective opinion of poster.

Sears Craftsman false advertisement-not all hand tools are covered under the full Craftsman warranty

On the back of your receipt it statesIf ANY Craftsman hand tool ever failsto provide complete satisfaction, return it to any Sears store or Craftsman outlet in the United States for free repair or replacement: After I spoke to the Craftsman warranty dept. they told me that Any doesn't mean all craftsman hand tools????? Many tools only have 90 day warranty not the advertised Craftsman Hand Toool Full Warranty. I was told my wrench was only warranted for 90 days and that I would have to Live with it??? Never gonna buy Craftsman again and would recommend you shop eleswhere.....
View full review
Review
#274737 Review #274737 is a subjective opinion of poster.
Service
Sears Repair
Loss
$125

Sears Craftsman Power Tools warranty denial

Update by user Dec 13, 2011

been a month. Sear\'s \"corporate office\" called a few times.

Left message returned calls but still can\'t get to speak to anyone. Their hours do not match anyone working days. I have been told that their website states the warranty and that it does. Still no where does it say that warranty is ONLY covered with a receipt.

I understand the policy but you think they would state this. Many Many others experience the same problems I have as you can see by postings just on this site. Sears just doesn\'t care much.

Still the world should know that any claim Sears makes on warranty will not be honored without a receipt. remember this at gift time.

Original review posted by user Nov 12, 2011

Received a Craftsman cordless compact drill/driver as a fathers day gift 6/2011. On 11/12/11 battery charger failed to work. Went back to Sears store who said without receipt(given as gift) I needed to call Craftman Customer Service. The 800 number both rep and his supervisor said without receipt, the 1 year warranty not valid and I out of luck. Sears customer service was helpful, but. Warning. Do not give SEARS items as gifts as without a receipt the product is out of any warranty. Very few people save or give receipts with gifts to have around for 1 year plus.
View full review
1 comment
David
Sears Response
#376329

Dear Weinbufo,

I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. We know that our customers purchase a lot of items (such like Craftsman tools) and provide them to family and friends as gifts for a special occasion. We would like to talk to you about this situation and see what we can do to make it right. 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 your screen name (Weinbufo) 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

With Official Company Response
Review
#274591 Review #274591 is a subjective opinion of poster.
Loss
$60

Sears Anna Sui Bait & Switch

I am a very disappointed customer of the Sears Downtown Vancouver Anna Sui counter. I have yet to receive a refund for a pre-order that was never fulfilled and am seeking your assistance. While walking through SEARS last month, I was approached by the Anna Sui sales associate. She told me about their special gift with purchase coming up as part of Gala. I pre-ordered a 50 mL bottle of their Flight of Fancy fragrance for $60. After 3 unsuccessful attempts to pick up the merchandise which never seemed to have been put aside for my pre-order I finally received a call from the counter clerk several days after Gala. She indicated the 50 ml size was not available but I could purchase a 100mL size for $90. .. This was not acceptable, I went to store in person only to find my credit card pre-authorization had been put through, for $70, not $60 as had been on the agreement. The clerk had actually crossed out the agreed to amount and wrote in $70 on my form. On top of the fact she altered the sales agreement, there was NO merchandise with my receipt and just a gift with purchase bag. The clerk told me the 50ml size was not in stock but I could purhcase the 100ml size. I indicated to the clerk if the pre-order offer for a 50ml was not going to be filled to cancel the order. I requested full refund to my VISA. This has not been done. I have no merchandise. My VISA was billed by SEARS. There are many issues with this situation: 1, I pre-ordered merchandise that was NEVER provided by the vendor. 2. My VISA was billed for more than I authorized 3. My request for a refund to my VISA was not completed 4. Offering a product and then switching it for a more expensive item is bad business, it is called bait and switch and it turns off consumers. 5. SEARS is accountable for the services provided by these vendors and my frustration with Anna Sui is reflected in SEARS's reputation I hope someone will take action on this issue as I am going to contact VOSA next and launch a complaint.
View full review
Review
#274574 Review #274574 is a subjective opinion of poster.
Product
Sears Credit Card

Sears review 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.
View full review
Review
#274181 Review #274181 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$620

Sears review 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?
View full review
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.

View more comments (2)
Review
#274174 Review #274174 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$4

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
View full review
1 comment
David
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

With Official Company Response
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...
View full review
11 comments
Anonymous
#1348099

Sears customer service is very ridicules.

View more comments
Review
#274141 Review #274141 is a subjective opinion of poster.

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,...

View full review
4 comments
David
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

View more comments
With Official Company Response
Review
#273965 Review #273965 is a subjective opinion of poster.
Service
Sears Manager