Sears Reviews and Complaints
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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.
Sears review 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.
Sears review 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.
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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Sears Parts Online Scam
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..... (How convenient),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 and cannot return!! I WILL NEVER DO BUSINESS WITH SEARS AGAIN!!!!!!!!!!!! WHAT A SCAM THEY HAVE GOING
Sears took over a week to install my carpet
When the installer arrived and unrolled the 2 seperate carpet rolls shipped to him, they did not match in color. This would not work for seeming them together as they were 2 different shades. I'm sure they expidited the shipment of the new carpet because the installer assured us it won't take long and stated "I'll be back to install as soon as the new material arrives". The problem was, when I called Sears to complain that the delay was most inconvienent, I was given multipul different phone numbers to call so I could log a complaint. Everyone I spoke with was apoligetic but no one had any remidy. I had to rely on the installer to try and figure out what to do. The end result was my furnishings being piled up in my kitchen for over a week and our dinning set on the front porch. I spoke with a local carpet sales store and quickly realized my mistake. I was dealing with a national chain when I should have shopped local. With local shops I could have at least called someone to speak with them about my dis-satisfaction. With Sears I was just passed on to the next guy and I felt like once they got my money they had no responsability to give satisfactory service. It was pass the buck all the way. If you want to avoid this kind of fly-by-night service avoid national stores like sears for home improvment. I will.......
Here lies Sears Roebuck
After more than 38 years as a loyal Sears customer, I've had it! I had a treadmill under warranty for over 10 years, very few problems. When the electronic pad broke in the beginning of July, they wanted to fix the part since it is no longer made. I was later told it couldn't be done and they would replace the treadmill. To spare you the mess....they delivered it in September, it was defective,they came in November to replace it with a different brand I chose, it was defective (sounds more like a power saw than a treadmill) and now I have to wait over a week for another try. In this process, I have been disconnected numerous times with NO call back; repeatedly lied to, given incorrect information, etc. 1 rep said she was sending a gift card....no. I asked why I am paying for 4 months on the warranty with no treadmill...no one could help me. They are all trained to say "I'm so sorry", "I know it must be very frustrating", but NOT TO TAKE ANY ACTION! There was one day where I stayed home to take care of this and I spent no less than 5 hours on the phone with Sears! I will take my business elsewhere.
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Sears review in Washington, District Of Columbia: Not Honoring Web Errors-Baiting and Switching
I recently made a online purchase of a Top & Bottom Tool Chest that read 432 piece tool set included for $644.00 on Oct 13th and when it arrived no tools to be found. I now am told on the phone it was a web error and the tools were really never included and all Sears could do is knock off 50% of freight if I purchased the tools. Well it is not my fault they had a web error and now have forced me to do a charge back with American Express, and Sears can come and get the items that sit on my floor. I will never do business with Sears again....Sears needs a lesson on how to do business and honor mistakes.
Sears review in Chico, California: Unacceptable: Paid in full and still no delivery
Oct. 11th I placed on order online for a new washing machine. My card was charged immediately on 10/12. I chose the 31st of Oct. for delivery. It is now the 31st, 3 weeks from the purchase date, and I had not received a call to confirm delivery. Called Sears to confirm delivery and was told the following: Your appliance will not be delivered today, it is currently sitting in our warehouse, it was scheduled to be picked up by a contracted 3rd party for delivery but they never showed. I asked if he could contact them directly and was put on hold while he contacted the warehouse, when he returned I was told he was able to contact the delivering party and that they would pick up my appliance from the warehouse but could not tell me when it would be delivered but "probably" sometime this week. I arranged to stay home from work today because today was the agreed upon delivery date but apparently once sears has your money they could care less when your already purchased appliance gets delivered. Extremely dissatisfied with Sears. Will never spend another dime with Sears again.
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Sears review in Edmonton, Alberta: Rude staff, laying blame on customer NO apologies for gift receipt they LOST, Refused to reissue
Not the first time ordering through the Sears catalogue, but definetely will be the last. Ordered by phone exercise equipment, and asked for gift receipt to be enclosed as it was a gift. Staff reassured me it would be included. Didn't worry about it as didn't have issues in the past with previous purchases. Arrive at Kingsway store to pick up item yesterday. Waited for catalogue rep to issue cash to an employee for a till, and while she acted as switchboard. Eventually once she finished catching up on gossip, we went through the process of paying for the item. When I asked for teh gift receipt, her reply was "you're out of luck, I can't give one to you unless its attached to your item". I replied, "it shouldn't be a problem and it should be on there as I specifically requested one" Went to the back, item's box was torn, crushed and in generally rough shape. I figured its exercise equipment.. as a gift, it won't look pretty, but as long as the equipment inside is sound and no missing pieces, I can live with that, though I wasn't particularly happy since it now looked like a returned item instead of a brand new item (did not voice this to the rep). Unfortuantly, no gift receipt was found on or around the box. We were planning to give gift away the next day. We suggested could we return item, and have it resold to us so we may have a gift receipt. Told flatly "No, I can't do that for you because I can't issue you a gift receipt. You can't return it." When we explined situation that item was a gift, rep replied we could call the Catalogue customer service to have them mail us one. Ok, If that was the way store policy was. When I asked for a receipt, the staff rep pointed at the mailing label on the box and said "thats your receipt, you don't get a paper one." Ok... I've always got one in the past, but okay, maybe that's changed too. I politely asked for the phone number, so we could follow through with her solution. Staff rep refused, replied "its the same number you called when you placed the order", and walked into the back of the warehouse. Offput by her behavior, we figured, ok, we'll just look up the number ourselves and get Sears to send us a gift receipt. Pretty simple request... right? WRONG! Called customer service. Brief apology from switchboard staff when I reported catalogue rep rude, but whatever, purpose of call was to get gift receipt mailed to me, and the world is right again. Put on hold a while after I got transferred (expected that). When I stated to customer service rep that the store rep informed me I could have gift receipt mailed to me, I was told "No we can't do that. The order should have went through as a ship it as a gift, not with your name on it as the customer". I replied I made it quite clear it was a gift, that I needed a gift receipt, and I was not informed it was a different process (your problem, not mine... its just a gift receipt whats the big deal? I typically don't tell people how to do their jobs when I order things online, why should I have to start now?). In the past, if I told them it was a gift, a gift receipt was issued. Regardless, could they just mail me a gift receipt because I needed to give the gift tomorrow, and I can always give the gift receipt to my friend when it came in. The rep then back tracked and stated "No, we can't do that because our system doesn't allow for it". Then why was it offered as a solution then by the store staff then? I'm not doing this for kicks, I have better things to do with my time. Her solution was if I wanted a gift receipt, I had to return the item (directly contraditing the store rep - she said I couldn't), reorder it, and have them resend it out. She would also require the name, address etc of the gift receipient. Not a viable solution since the gift was required the next day. A brief silence ensued after I reiterated I was planning to give the gift tomorrow. I wanted to pick it up and have it wrapped in time for a birthday gift. I didn't want my friend forced to pick up the item on their own time, and save them a trip... thus why the item was in the trunk of my car. I asked the customer service rep if she can just do the paper work on her end and just send me the gift receipt. In the past, it was pretty simple for any store rep to go to a till and print out a gift receipt. I was then told no, the system doesn't allow for it and the rep implied I should have known their catalogue policies - "we dont issue gift receipts for catalogue items". Really? Did that just change for the 5 minutes I was one the phone with the rep? There IS a GIFT option online, I clearly stated it was a GIFT and stated quite clearly I required a gift receipt when I placed the order, reassured by the rep at the time it would be an issue and one would be included... and now I get BLAMED because they lost the gift receipt, and are hiding behind "a policy change" that they don't issue gift receipts period, and I really should have known all of this when I placed the order despite noone informing me till NOW? AND they can't give me one despite the store rep saying I can get one mailed to me? Why the run around? Do I have a sign on me that says please make this process as convoluted as possible and contradict ourselves at every level? Apparently yes. I mildly replied that they should do a better job of clarifying the policies to customers when they place their orders so things get put into the system properly to begin with - let the customer know when they place the order, especially when the customer clearly states its a gift... this would avoid unpleasant situations like this one now. Her reply was a vague not all staff know the policies, and my only route was to return it, re-order it and have it re-sent and have my friend pick it up. It was like talking to a defensive brick wall. What part of the store told me I "can't return it and cannot get a gift receipt" do you not understand? What is the point of trying to get a gift receipt if my friend is forced to go out of their way to pick up the item themselves? If the store refuses and says to call you to mail out a gift receipt, and you're telling me no, I have to return everything and wait a few weeks for the time to be shipped back... we're all running around in a nice frustrating little circle. I'm NOT going to play this game. She then proceeded to ask me what I wanted to do, so I told her I'll decide later. From a simple request (AND I never mentioned the fact the box was heavily damaged), this has turned into a "its your fault for ordering a gift and asking for a gift receipt when we don't give them out". Well excuse me for resonabley assuming that would be communicated to me at the time of purcase, and assuming a simple request would be accomadated since gift receipts were given in the past for phone and online orders, and that if I was reassured a gift receipt would be included and not be a problem, common sense would dictate one would be included, and one would be reissued when it was "lost". I have spent thousands of dollars in the past at Sears, being happy with the customer service and care whether it be snow blowers, appliances, roofing, repairs or furnishings and out of principle, I cetainly will never again. Neither will my friends and family, many who are building or just moved into new homes and will be making big purchases. We can and will take our business elsewhere where we'll be treated fairly where black is black and white is white... and not as a ping pong ball to be bounce back and froth nilly ***. I put things into quotes because you can and should go back through your recorded phone conversations. Could the customer service agent have salvaged the situation? Yes. Did she? Apart from a scripted I understand how you are frustrated sentance, there was no apology: -for not informing me no gift certificates can be issued when I placed the order -for an error on their part since I was told not only when I placed the order, but from the store catalague staff I can get it reissued by calling In short No. She only ended up eascalating things by trying to blame the customer. Hence this rather long tirade posted online for the world to see. I apologize to readers as this seems like a minor request - it really is JUST a gift receipt. But its the principle. Customer service is not giving customers a run around and then blaming them. That's ludicrious and absolutely ridiculous. Its sad to see that customer service at the catalogue area go down the tubes. I'm sad to paint all the staff at Sears the same way, because I'm sure its only a few rotten apples in the bunch. Senior staff influence new staff. But you had your chance when I had to experience not one frustrating experience, but two for a simple request - only to be taken for a ride... at your staffs (mis)direction. Train your staff. Customer service counts believe it or not. Rot is insidious and it spreads. As does word of mouth.
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