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Atrocious Sears Customer Service

Tried to return the "Anywhere Bed" inflatable mattress and bed frame to Sears in Sault Ste Marie, Ontario (purchased for $267 through the catalogue). Seems Sear's "new" customer service policy is to be completely non-accountable about their products. I felt the customer service women wanted to help and were embarrassed that the store policy absolutely forbid them from doing anything except say "try calling the manufacturer."-even though the product was marketed under the Sears brand name. I had purchased at the end of the season (August 31) in 2010 for the next year at our cottage. On the first use in August, 2011 by my niece (weighs about 110 lbs) the mattress lost air and the frame collapsed. Customer Service employees at Sears would not allow a return since it was beyond the 30 day return time- even though the product was clearly defective.
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Review
#262485 Review #262485 is a subjective opinion of poster.
I purchased a very large item (1,857 dollars total) in June of 2011. I was told to sign up (with this purchase) to Sears "Shop your way rewards" program. I did as instructed since it promised me credit towards their store as a percentage of the items purchased. In...
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4 comments
Anonymous
#1081535

"FRAUD!!!!!!" I ordered a $200 card that never arrived Sears will not cancel the card or reissue

The card is likely in some employees hands to use as a Holiday Gift or Corporate never issued it and this is a nice multi million dollar scam to prevent redemption - extracting the money from the rewards program !!!!!!

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Review
#262140 Review #262140 is a subjective opinion of poster.
Loss
$65

Sears has tried to survive at the consumers expense

I, too, have had a total lack of care and understanding from the service department customer support team. Except for one very nice and understanding lady whom I reached on my 3rd attempt and 5th month dealing with this fraud! She knew exactly what I was saying and she compared my tech to a mechanic who was trying to rip me off so he could come back to install the parts for yet another couple hundred bucks. Except she didn't document or escalate my call at all. Here is the begining of my never ending mess with Sears. First week in January my 5 month old Whirlpool Gold dishwasher went out during it's normal cycle. A tech (some *** subcontracted by Sears "Blue Team") was sent out a week later than the original 4 fricken hour window. He, in his few words of english, said "trol pan break" after a minute of pushing the buttons in an attempt to magically get another cycle to start. Knowing nothing about appliances, I assumed he tried and received some sort of error code (like the mechanic gets from my cars). That "code" meaning the control panel (computer) had blown. Backing up here a minute.... we chose to purchase all 5 Whirlpool Gold appliances @ Sears because of their new marketing campaign, the "Blue Team" or something even though they were more than Lo*es. Thus convicing me the Big Box stores wouldn't be as accomadating for service if we needed it. Backing up further.... in 99 I purchased the new front loading HE Neptune washer and dryer from Sears for a heafty price at the time. 11 months later I was pleasantly surprised to have Sears call ME to schedule a cleaning, tune up, and inspection before the mfg warranty expired. He called that morning to confirm a 1 hour window. He was on time, sober (a vendor Sears suggested last year to install the gas line needed for the new gas appliances, was drunk and 3 hours late) clean, and very kind. When he was done there was no charge and he refused a tip. I've never had a problem with the washer or dryer to date. That pleasant experience has now become a thing of the past. Thus the new spendy ad compaigne for the "Sears Blue Team". That was the last time Sears showed any real customer service... So after fighting for 7 months a refund for the original service call was refunded. What had really happened to the dishwasher was a wiring harness had become disconnected. My friend came over a few days after the new $200 control panel arrived to install it but thought to check a few thing first since it was so new. As soon as he removed the bottom panel he saw the problem he plugged it in and the dishwasher began right where it had left off. Sears agreed to send a manager and the sub tech come out on the 10 of July to see first hand that I had not even open the box for the new control panel and for us to show them where the real problem was. I thought perhaps they would like to learn from this mistake. Nope. Again, no call, no show. I waited a week in good faith. Nothing. So I called for the 10 time to see if they were going to refund me for the bogus tech that came in January and if they were going to refund me for the unopened control panel. Her reply was a tech could pick up the part and she would - once again escalate my refund request for the 7th time. Ok. So how about the refund for the part? In a very rude tone she said I hadn't paid for the part and would not see a refund for the January Tech visit. "We don't make mistakes. You didn't pay for the part. So unless you return it to us we are going to bill you for it!". I was pissed. Big time. I asked if she showed I had ordered the part - "No. That is why you need to return it to us. The tech usually orders the part.". After another half hour she realizes I had purchased the part after call Sears to order it, only to be transferred to Whirlpool to order it direct. This isn't my first issue. Just one that is on going. Last Nov I ordered our fridge from a local store who would deliver it the next day between 1-5. Never showed up. Called and the *** sold the same one twice to get the commission. We had to wait another 78 days to get one. Then the cooktop arrives, wrong one. But an upgrade. Had to call for service (burners weren't completly torked down causing the DSI not to work on three. That tech offered to clean and inspect the dishwasher as the warranty was to expire in 4 months. For a fee, of course. NO THANKS. Then like the techs always do: "Here is a copy of the survey you might get. Since you were happy with me just put all 5's like I show on this one. Or they may call you to answer the questions over the phone. It is like taking the food out of my kids mouth when people don't answer with all 5's. Know what I mean. Wink,wink". Thank goodness I never responded to their survey call. Would hate to be responsible for starving his kid. What a bunch of putzes. These are the worst examples I care to share. I did slice up my Sears card and just 3 weeks ago got a refund check for the bogus tech visit in January. Still trying for the refund of the control panel. Peace. Be persistant and threaten to file with the BBB.
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2 comments
Anonymous
#379469

My company spends over 700000.00 per year with Sears. The customer service is deplorable as is the "Shop your way rewards" joke.

They state that VIP points will be given and after ten calls, NOTHING. Shame on you Sears.

Anonymous
#345609

They are also trying to survive on the backs of their subcontractors. They are trying to push through new contracts that would pay the subs less money than the were paid in the late 80's

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Review
#262064 Review #262064 is a subjective opinion of poster.
Loss
$380

Update by user Oct 16, 2011

One month later:

I received a credit on my credit card yesterday. It was a day less than one month for Sears to give me all my money back.

What amazed me was that I was told I had to go to the store to have them return my money for the installation charges. When...

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7 comments
Anonymous
#454188

Dear "another pissed consumer",

I understand your reaction. I learned from my many hours of trying to get resolution that Sears "cares", BUT not enough to change their policies or method of doing business. Nor will they take the time to offer a full disclosure of how their business practices makes them powerless to help their customers like you. Believe me. I've been up and down the organization. The moment you involve a delivery or support person, you are no longer working with Sears, and what I learned about the contract Sears has with the delivery person is it has no "service level agreement" that protects your interests. From what I can tell, once your item is in the hands of the delivery company, Sears washes its hands and considers outside their responsibility. If the delivery company decides to postpone your delivery, you have no recourse.

My best suggestion to you is to stop using Sears. I had a need for a high-end washer and dryer this week. I went to Lowes and had it installed the next day. The delivery people came at the beginning of the two hour window and were efficient. Moreover, when I saw your post, I checked the Sears price on the same item I bought. I got it cheaper at Lowes without the headaches.

I routinely spend a great deal of money on both my house and my rentals. I will not give Sears, or any of its holding companies, another penny of my money. Not until they change their delivery and service policies to be more customer oriented.

I'm sorry you had to experience Sears at their "finest".

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Review
#262057 Review #262057 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$535

Sears Does Not Care

Sunday 9/11/11 Sears delivered and installed a Maytag washer. The technician told me to run the first load with bleach and water only. I read all of the instructions and followed them to a T. The washer did not fill after I put in my first load. After 30 minutes of waiting for the washer to fill. I unplugged the washer and let it reset. To my surprise it filled. However, it stopped before spinning. I decided to wait and call Sears on Monday. Later on Sunday night I walked into my son's room and to my surprise it was flooded!!! I turned on the fan and dropped my thermostat to 60 degrees. Monday 9/12/11 I called Sears and explained the situation. The person that I was speaking to was obviously reading from a script. He kept trying to send someone out to "repair" my washer. Why would I need a brand new washer "repaired"? I told him that preferred a new one. He agreed to send someone out with a new washer four days later!!! My son only has 1 clean uniform at this point. The customer service rep set up a damage claim and told me to wait 72 hours before being contacted. I explained that that my son has severe allergies, autism, and he is pre-asthmatic. I also told him that this situation will lead to to mold. He continued to read from his script. 9/13/2011 I noticed that more water was in my sons bedroom and my wood floors in the hall are now damaged. I called Sears back 3 times. I was hung up on by customer service "Nicki". I called back again and I was told to continue to wait for a claims rep to contact me. It is now 9/14/2011 all I have is a broken washer, piles of dirty laundry. damaged wood floors, wet stinky carpet, a very upset son (children with Autism prefer to stick to a routine) and a breeding ground for mold. I contacted Sears on twitter. I did not receive a response. At this point I'm not surprised. I guess I should contact my insurance company.
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4 comments
Anonymous
#346225

RWH, I'm sorry that you had to experience that. It's so upsetting this has been a long weekend because my son has been all out of sorts because he can't go into his room. Everything is disrupted in my house.

Thanks for the advice

Anonymous
#346223

Thanks JC. I have contacted my insurance company and we are still in the drying process.

Hopefully, I never have to experience anything like this again but if I do I will contact my insurance company immediately. Now I just hope Sears/Maytag is quick to return my deductable.

Anonymous
#346136

Do not waste your time calling Sears about the water damage to your floors. I ran into the situation where Sears installed a new refrigerator with ice maker connection connected too tight.

During the night the connection broke and ruined parquet flooring in three adjoinging rooms. When I called Sears, I was called that each small town store was a franchise, and they could do nothing about it. I finally turned it over to my insurance company and they threatened to sue the local Sears store. The day before we were to go to court, my insurance company called and said that the local Sears store had settled out of court.

This happened about ten years ago, and I have not bought anything from Sears since.

My thinking it that if they do this to enough long time customers, they will eventually got bankrupt - which is exactly what they deserve. My advice is to contact your insurane company immediately and they will have your floor fixed and then turn around and sue Sears for their money.

Anonymous
#344582

Always go to ur insurance first. Sears or any retailer won't know how to handle a situation like this.

A little water for a few hours (not days) can cause severe damage to the entire home. Everything will need to be ripped out.

Your insurance will go after Sears and/or the subcontractor for you if they are at fault.You need to turn the water valves off where they connect to the washer hoses. If more water continues it is a whole nother problem

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Review
#261984 Review #261984 is a subjective opinion of poster.
Service
Sears Claim

Sears Canada - Unbelievable Customer Treatment

I got the delivery of refrigerator in the morning on Sept 7, 2011 and found it had a 10 cm deep scratch on the side and totally noticeable after installation. While delivery man still at my home, and at around 11 a.m. I contacted Sears Canada in Red Deer (Bower Place Shopping Center) at 403-343-6650 ext226 for return, sales staff said would call me back after talking with his manager. Never called me back, and at around 4:00 p.m. on the same day, I called again and someone picked up the phone and said would call me back in 10 minutes. No call. I called again at around 4:30 p.m. and talked with manager, he said never got any report on that, asked if I need a return or exchange. I said exchange. He said would call me back in the morning tomorrow on Sept 8 for the status info including delivery date. Never called me back since then. Around noon Sept 9, I sent an email to Customer Service and Sept 12 at around 11 a.m. I got reply from Customer Service offering discount for damage, I didn't accept it and wanted an exchange. The next day at 6 a.m. on Sept 13, I got reply from Customer Service that they asked Sears Red Deer for re-order and also to contact me for explanation of situation including delivery date. No contact from Sears Red Deer. As I am selling my house, I am showing home with a new refrigerator having a deep scratch on it. Maybe I end up with no exchange nor discount. It seems in my mind they are retaliating me.
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Review
#261904 Review #261904 is a subjective opinion of poster.
Service
Sears Installation
Loss
$900
Stay away from Sears in Hackensack This is to let you know how terrible the service at the Sears store in Hackensack, NJ is. On a recent Wednesday, I purchased a TV there for $3,284.88 . The sales person, Alfredo, promised delivery for Thursday; nothing came, so I...
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Review
#261881 Review #261881 is a subjective opinion of poster.
Loss
$3284

Sears Service - No service!!!

For five years I had no problems with Kenmore washer and dryer, after refusing extended warranty because never could schedule annual maintenance (free ha ha) they sent someone to do maintenance. Warranty people called back and lessened cost of extended warranty, thank god i took it. Shortly thereafter, dryer completely gone. Took forever to get appointment, was advised they could diagnose over phone and tech would come with parts. Tech laughed about that when he finally got here. Tech ordered parts and advised would be back in two days. Called service center and was advised tech could not schedule appointment, didnt have appointment and would be another 3 weeks before someone could be scheduled. Now I am getting phone call to postpone that. Only buy from Sears if you want to warranty it yourself!!!
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#261602 Review #261602 is a subjective opinion of poster.

Sears review in Yonkers, New York: On Hold

My refrigerator is not making any ice and I had an appointment for Saturday, Sept. 17th (this will be 2 weeks without having any ice)When I origanlly called for the appointment.I received a call today Sept. 12 to say they have to reschedule. I called and I ask to speak to a supervisor and I was on hold for over 20 mins and the person I spoke to was IVAN. I then called on my cell while I was still on hold from my land line, no one ever got back on the phone to say it will be a few minutes... nothing. I think the customer service "SUCKS". And to have my appointment rescheduled because you (SEARS) only have "ONE TECHNICIAN", I am really pissed. I hope when they come on Sept. 22nd and I do hope they come and have whatever is needed for my fridge because "IT IS NOT PRODUCING ANY ICE AT ALL" It is about customer satisfacttion and believe me I know because I deal with people everyday and they always want an answer and also they don't want to be sent from this person to that one or left on line just listening to music. I hope you (SEARS) get it togegher.
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1 comment
Anonymous
#354653

why didnt you just go and purchase ice in the meantime? :cry

Review
#261505 Review #261505 is a subjective opinion of poster.
This is a story about how Sears Home Repair Services does a bait and switch on their customers. My Kenmore Front Load Washing Machine stopped working on Saturday, September 10. I tried to place a call to Sears Repair and received a message that due to unforeseen...
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3 comments
Anonymous
#388568

Sears don't really care. They are scam.

We are experiencing the same, frustrated and we suffered emotionally, mentally and physically. They say the AC we get is Kenmore, then the contractor they had - bad contractor put a different brand of AC. Then SEARS say that the contractor forgot to replace the label with Kenmore - this one is fishy. I say they have bad contractor cos' the AC leaked in our attic.

Big damage. Also don't believe when SEARS says 24 hours costumer service - we did not have AC in Texas for weeks and it was over 100 temp and they don't care - no service until you keep calling them day and night. Sears is a very bad business. I will never ever go back to SEARS, never.

Also, we returned the AC and still they want us to pay for it. Sears is a SCAM and Theft.

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Review
#261504 Review #261504 is a subjective opinion of poster.
Service
Sears Repair