johndetroit R
map-marker Flint, Michigan

Sears Holdings uses Bait & Switch on Sony TV

Sears Holdings advertised a 1080, 50” Sony TV. I went to the store in Utica, Michigan and purchased the TV for just under $1,400. I picked up the TV and went back to my office. I looked at the box and found that the TV was labeled as a 720. I returned to the store within 45 minutes and the clerks said that the ad was incorrect and would not be honored. They would give me $100 off of the current TV if I would keep it. I told the salesman that the process was called “bait and switch” and is highly illegal. Sears only lists their part number and not the model number of the TV on the receipt. This makes it very convenient to switch products if the customer is not attentive. I asked for the store manager and she was very angry but did give me her business card. She said that Sears Holdings is not responsible for any mistakes in their ads. The ad clearing listed the model number and specifications. The salesman stated the ad was valid and in fact sold another TV at the same time I bought mine. The couple did return to the store minutes before my return but they took the additional $100 discount. The discounted price on the 720, 50” Sony is no real bargain. Sears just swapped the model using their own product code. In this manner Sears can switch the 1080 TV with a lower cost 720. If the customer does not notice, they sold the TV at market price. If the customer returns the TV some will take the $100 discount and think they received a good price. This is just modern day bait and switch. I returned the TV and would love to have a lawyer and the BBB pursue action against the new Sears Holding for this poor behavior. I wonder what Roebuck would have said about the new behavior at Sears Holdings? .
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2 comments
Guest

No kidding. If I'm going to spend $1,000 on ANYTHING, I'm going to read the box.

And I defy all but the sharpest eyes in the world to be able to tell the difference between a 720 and 1080.

Either way, you got a deal, and you accepted it. Walk it off.

Guest

This is why you should always check the boxes first. Is it sleazy?

Absolutely. But it's completely avoidable.

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krissven
map-marker Tinley Park, Illinois

Will Never Use Sears Again...

My husband and I had a truly miserable experience with Sears as well. Their prices for our new A/C system were steep compared to Lowe's and Home Depot out here in IL, but the Sears name and replacement plan prompted us to go with them. We were assured that we would be guaranteed 100% satisfaction. Turns out that the sales rep ordered incorrect components, prompting 4 additional visits from an independent contractor hired by Sears, not Sears personnel themselves. We don't even know if these guys were licensed. Ultimately, we had to repeatedly contact the manager out here, Jay, to finally have a thermostat and its associated charges removed from our bill. Turns out we were being charged almost $500 for this thermostat, but we had no way of knowing since specific item charges and item information were blocked out out our paperwork - all we knew was the general *type* of what we were getting. Numerous calls to our "project coordinator" whose job, we were told, was to ensure everything went smoothly, went unanswered. We recently had a furnace installed with a fantastic service provider who itemized and explained everything, and could provide proof of licensing and background checks of employees. My husband and I are pretty easy customers to deal with, overall. I will never be as naive and trusting as I was with Sears again, however, and am very thorough and detail-oriented when getting estimates, so I suppose our Sears experience was a good education, pricey "tuition" and all. Sadly, Sears' 20th-century reputation is not relevant to its 21-st century service.
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Anonymous
map-marker Reston, Virginia

Sears - Terrible Service.

I asked Sears to come and service my A/C unit that I bought from them not too long ago. I was getting desperate because they were not showing up. I called another company 1hour heating & A/C who came out within 1 hour. When Sears arrived at about the same time, the salesman, who just happened to tag along with the service tech, steamed out of my driveway refusing to come into my home and give me an estimate. I did not turn them away, they turned away from me. Now I am being billed 170.13! I did not have any paperwork given to me, nor was I billed before today. This being said, I was immediately put into Collections and I have 3 days to pay the bill. I am trying to dispute but some of the reps are very mean. I have been on the phone ALL day, and I've been called, a liar, cheater, and a scam artist. Sometimes I don't even know what they are saying to me because they don't speak English. I thought Sears was a good company, but I have learned otherwise. Consumer Beware!
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1 comment
Guest

In response to your article. The best thing to do is contact the unit district manager directly.

Find out where your local unit is and ask to speak to the District manager. That should light a fire under them. Also, I know Sears outsources to places like Guatamala and the Phillipines as well.

And the way to get past that *** voice recognition system is to keep pressing zero after each prompt, it takes about 3 or 4 times to get to hold for an operator. Good Luck!

Anonymous
map-marker Reston, Virginia

Sears Service - Poor!

We bought a sears front loader washer a few years ago. The rubber gasket in the front of the unit that holds the water in the tank broke 3 - 4 times. They rebuilt the machine but finally gave us a new one. Problem solved? No! The gasket just broke again on the new machine and flooded our upstairs, again. We set-up an appointment for them to come out today to fix it. They were to call in advance to tell me the approximate time they would be here. Instead I get a call from Dave the service guy telling me that since I didnt pick up the phone, I would have to re-schedule. Totally ridiculous! I will never ever set foot back in sears.
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1 comment
Guest

TO the site administrator:

Please ban zhifanzhong8,lin006,Wholesake Nike for useless,shameless and UNEthical SPAMMING.This spammer is degrading the site.AND remove those post's as well.

Thank You

Dajaun Gfs
map-marker Southaven, Mississippi

Single mom almost losy my job because of sears

my dish washer went out 3 weeks after i bought it called sears after a week they sent out some one that said I needed a new motor and it would take a couple of weeks to get in when it came in I took another day off work for them to put it in the guy came back after a another week said the first guy didnt order the right part and it would be 2 more weeks to get the right part.2 weeks later to off once again and the guy they sent didn;t know how to put in a motor so it was 1 more week to get it fixed I left messages for managers but were never returned i am a single mom and almost lost my job taking off so much and whats with then giving you a time of all day to come to your house
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Loss:
$400
Anonymous
map-marker Cumberland, Maryland

MOWER Service?

Today I was once again reminded as to why I hate Sears. I have a Sears Rear Engine Riding Mower Model 502.256220. The drive belt went bad so I went to my local Sears store to get a replacement. As I suspected (because it is ALWAYS this way with anything you buy from Sears). The store does not carry the part. The salesman went online to identify the part number and to order it (something I could have done from home myself). He located the part listed for $10.97, but then went on to tell me that the shipping for the part would be $8.00. The part would arrive at my house by UPS on July 28th (11 days from today). At that time I informed the salesman that was simply unacceptable. I'd have a hay field to mow in 11 days. I will measure the part myself and get a generic belt from Advanced Auto. I truly have had it with SEARS. Your business practices suck and I will not be one bit surpirsed when Sears goes under. As for myself, I will do my part to make that happen by NEVER buying another thing from Sears. The real joke of it all is this quote from the back of the mower service manual. "Your Sears merchandise has added value when you consider Sears has service units nationwide staffed with Sears trained technicians. Sears technicians have the necessary PARTS (really???), tools and equipment to meet Sears pledge, "We Service What We Sell"." It should read "We Sell It, You Buy It, and You're Screwed".
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Anonymous
map-marker Dallas, Texas

OVER PROMISED AND UNDERDELIVERED

I purchased a dishwasher in March 08 it went out an it cost more to fixed it than replace it and they will not have it fixed until August 29th.They have lied to me several times this week.I will never do business with sears and I hope that one day they go under.If I ran my business like that I would.The CEO of Sears has got to be a crook because you are only as good as the boss is.It is a whirlpool dishwasher and if nothing else they should stand behind it.Thank you
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Anonymous
map-marker Albuquerque, New Mexico

Sears

I asked for a price check on a jacket, I decided that I didn't want. The sales clerk charged me for the jacket along with the other items I purchased. When I got home I went over my receipt and saw I was charged 29.99 for a jacket I didn't buy. I called the Sears store when I got home, I call and was disconnected three times. The manager of the department was rude. It's a trip at 4.00 a gallon of gas and my time. I won't shop at Sears again after this experience.
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Madd Eyy
map-marker Spring Grove, Illinois

Sears doesn't follow through what they promise

Sears was to be here between 8am-12noon. Nobody called. I had to call and then the technician called saying we are next on the list. Its 430pm and no call. I spoke to a manager from sears and told him I was going to record this conversation. He told me if I do that he cant talk to me!! Hello they can record me but I can't them. This is not the first time with this service. Who can I contact to file a COMPLAINT? Because if I gave this kind of service I WOULD BE OUT OF A JOB.
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Loss:
$350
Anonymous
map-marker Dulce, New Mexico

Did not show at scheduled time

Because of some problems with out new refridgerator an appointment was made by my wife for our fridge to be repaired by a Certified Sears Tech and a choice was given of 8-12 or 12-5. We chose 8-12 because we had plans for the afternoon and on the day of appt. rep called at mid morning to say it would be 12 -2 with NO explaination why. why can't a schedule be kept when appt. are made well in advance!!!!! Four hours leeway should be plenty of time for a scheduled appt to be kept. This is the third time we have had to have work done on a year old fridge. The last time the tech had to come back a second time because he did't have the right parts. I will probably look to another brand for our next appliance purchase.
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Mrw
map-marker Bella Vista, Arkansas

Sears appliances repair

Have a problem with my microwave 3yrs old as well the dishwasher and the stove I purchased from sears at the same time their Elite line. called to have my microwave fixed it gave me a E-9 code servicemen had no idea what was wrong so he called his help line they said it was a inverter and it would cost $375.00 and a vent grill for $85 called some one els for second opinion test show it is a bad megatron covered by sears for 5 years much more to this story! Sears servive is a Scam !!
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Virgina Vpx
map-marker Riverside, California

Don't buy from Sears if you need any after sales service.

Sears, or you might call K-mart #2, has very bad customer service so if you are buying anything that might require any service after the purchase, you don't want to buy from them, period. If it's home-delivered appliance, they won't call you to inform you when the delivery is so that you can plan your schedule. You have to call on the day of the delivery to find out and if it's not within a time frame workable, tough! You have to wait til the next remote date generated by computer and you the customer can't request even a time frame workable for you. It's a whole day wait. I think they are the next Enron in the retail industry. The store looks very ugly with outdated merchandise, not any higher grade in appearance as compared to K-mart yet the price is higher than Walmart and Kmart. As far as customer service, believe or not, is not half as good as Amazon.com (You can find everything from dog food to home appliances there.)
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2 comments
Guest

Gruber, stop telling this lie to people. You caused the problem by first using an unliscensed 3rd party, and trying to blame it on Sears.

Signed,

Concerned BBB Employee

Guest

I wholeheartedly agree --- here is my story: Several years ago, in 2003, I brought in three people to give me estimates for installing central air units. One of the three said that I would need two separate units.

The other two said that my house needs only one unit. Because of the Sears name, I decided to have Sears install the units. I figured that their subcontractors are all top notch.The installation began, and was completed. The AC system was turned on and my house was not cooling in the way that it should have, but my electrical bills went through the roof.

The Sears repairman finally came in, after waiting two weeks for an appointment, and he told me that I should have had two units put in - not the one. He then looked at the system closer and called his supervisor.It appeared that because of the difficulty of the layout of my home --a tudor - with the many cross beams, vents were not snaked to the first floor - instead, I was air conditioning the outside.Of course, Sears apologized, gave me a small financial settlement and redid the AC system in 2004. Sears looked at the payment as a refund - I looked at the money as the money used to pay my electric bills the previous summer. This may seem like semantics - but there is more to the story.Though my bills were high, my house was somewhat cool.The following summer, the central air unit broke down again - Four years - three breakdowns!

Last Summer - 2007, upon returning from vacation in mid August, I called for repairs. I was promised, because of the previous debacle that if I ever had repair again, they would come out immediatley!! They lied! I was then told the earliest appointment was on a certain date.

As a school teacher, I was unavailable on that given date, but scheduled it for the day after. Two days before my appointment, I received a call that they will be coming the next day. - I responded that my appointment was ofr the following day. They told me that I was wrong and therefore I "missed" my appointment.

This mean no air conditioning for August and September of 2007.Finally, after being forced to reschedule, and after filing a complaint with the BBB, they arrived in October and made a makeshift device was created, using electrical tape and screws, to catch the water so my system doesn't short out again. I again complained to Sears of shoddy workmanship and the use of shoddy products. This time I followed up on my complaint with the BBB until I became a pain in the a _ _ . Sears responded, came to my home and replaced much of my system in November 2007 and admitted that the system used was not a good one and the that water constantly accumulated in the pan to short out systems.

I turned the AC on in October to make sure it worked --- for the 6 hours that it was on - it worked.Three weeks ago, the temperatures in the northeastern part country hit 90+. The AC system worked for 12 hours and then it died AGAIN --- I called Sears to come for repairs, but they are unavailable until June 24 ---three weeks AFTER the breakdown --- Today, June 16, I called Sears to try and reschedule my appointment and they hung up on me twice! The first person was to the service center to reschedule the appointment and when I requested to speak to a supervisor, she put me back in the main directory. The second person, refused to give me her name and put me on hold – and then the standard message of “if you would like to make a call……” came on – In other words, she didn’t even put me into the directory!

I finally called National Customer Service at 1-80*-***-**** – they then put me onto the main mailbox again!

I recalled again – and insisted on speaking directly to a supervisor, they refused until I gave them my name and address again! You can guess what happened – I was put back into the main directory, where it hung up on me again-----

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Anonymous
map-marker Freeland, Michigan

Sears Service Centers

Tried to call and get some info on mower blades. I checked their websight and they claim to have schmatics but not on this part. The older blades have a round 3/8 center. All newer blades have a star like center with a larger diameter. Before I order the blades online I want to make sure they are correct. Product #25034 First person (Stoutland, Mo.) had no idea although she owned the store 5 years, said she had never been asked the question, told me I could order the blades online. Second larger center (Springfield, Mo.) has not answered the phone in two days. Called Sears central and they claim the number is correct and have no idea why they are not answering. They also state they do not have a technical department.
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Aftyn Isb

DO NOT PURCHASE FROM SEARS

We also have awful and unlucky experiences purchased from Sears. I purchased washer/dryer from Sears because the prices were cheaper than Home Depot, and Best Buy. The machines themselves are good and I don’t have problems with. What I have problem is Sears customer services. The first time when washer and dryer delivered, sale associate forgot to order stacking kit (We are living in a new condo on the 2nd floor and it’s in closet), the delivery people can’t stack washer and dryer into the closet without stacking kit. In addition, I asked for reverse dryer door on the left hinge since my closet door is on right side. The instruction was clearly printed on sale receipt, apparently Sears didn’t follow anything on instructions. Therefore I have washer and dryer setting in my living room for a week and can’t use it. When I called Sear store & asked for stacking kit and dryer door reversed, they were helpful and told me next available delivery is during weekday. I asked for an appointment after 5:00pm since my husband & me both working on weekday and no on is home before 5:00pm. They answered “no problem”. This was starting of my nightmare, we kept received many phone calls from Sears delivery department stated they are coming at 10:00am – 2:00pm – the time when no one is home. Meanwhile I kept spoke to their customer services to changed times to weekend. After spoken to at least 3 different customer services. Still, Sears delivery crew showed up at my door when no one is home. Finally, we had the stacking kit delivered on Saturday, 3/8/08. However, Sears ordered me a “RED” color stacking kit when my washer/dryer is white color. The delivery crew also told me they don’t do reverse dryer door hinge. I called the store again, Sears said they don’t have white stacking kit available at this time; I’ll have to wait. We understand all this and trying to be patience as much as possible. We told the delivery crews to put the RED stacking kit on and when the white one becomes available, they can come back install the white stacking kit. After the all the installation and delivery crew left, we decided to do a load of wash to try out the machines. Little did I know that installation on the water pipe wasn’t done properly by Sears. All the washer water leaked out from the pipe in the back of the machine and water flood my new kitchen floor, new paint wall and the bottom of washer machine. I was terrified on what happened. The next morning I went back to Sears requested replacement on a new washer (since bottom of washer was flood) They asked for 15% re-stocking fee to replace a new washer. I was very upset on what happened to my new floor and painted wall. Finally a customer service “Blanche” helped me replace a washer without charge. (She is the best customer service from Sears, working in East Hanover, NJ) She helped me set up an appointment to have some one come on 3/22/08 to replace a washer and reverse dryer door and change correct stacking kit. On Tuesday, 3/11 at 2:30pm, I got a call from Sears delivery people they are in front my door and on one is home, they are coming to change dryer door?? I thought I make myself clearly not to have anyone coming in before 5:00pm on weekday?? I went back to Sears store asked for “Blanche”, she helped me again set up the correct appointment time. I really have to commend her, she was on phone for more than 1 hour, after spoken to 4 different customer services. Finally, she got my schedules set on 3/22/08 again. I am in the middle patiently waiting the next appointment. I don’t need any more surprise, hopefully they will make this delivery without any problems. I don’t understand how Sears functions and how they are able to stay in business this long with such terrible customer services. “DELIEVERY SCHEDULES DEPARTMENT” is the worse, luck of cares and customer satisfactions.
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Loss:
$1500
Anonymous
map-marker East Stroudsburg, Pennsylvania

Appliance+Delivery=Damaged

My wife and I were in the market for a new Refrigerator. We trekked off to Sears' land in search of a unit that needed to be very specific in size to fit in the area of the existing kitchen. We found a floor model that was in pristine condition, and decided on "free" delivery, after the salesperson assured us it would be appropriately wrapped and delivered without any problems... Duh! I worked at Lowe's for 4 yrs, I know how careful delivery is with other people's merchandise! The day of delivery came and I left work to watch "twiddle dee" and "twiddle dumb" not remove the doors/drawer and preceded to lug it in my front door, onto my kitchen. Needless to say, it was heavily damaged on all of the exposed sides! After I pointed out what they had done, they told me all discrepancies had to be noted on the delivery papers; which i did. I then, as instructed, called my salesperson and explained the issue. Apparently her manager was the only one who could decide what to do, and when I approached him to discuss, he told me they would return it and walked away. niicce..! They said they couldn't order parts or Credit me for the damaged exposed case side. Then! I went to searspartsdirect, and looked for the doors myself... Sure enough they are available! The salesperson gave me corporates number and I'm waiting to resolve the issue still!!! We'll see what happens next... Stay tuned
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4 comments
Joeseph Plu

In this day and age it's worth it to take a picture of a used out of the box item that will be delivered at a later date. Surprised the company doesn't do it.

The customer and company should sign off on a damage list AND picture.

Also Sears uses alot of contractors paid per job and not hourly so they have every incentive to rush. Hope all turned out well.

Guest

Reading your post, i would have to agree with RAY, seems like you tried to get more than you paid. delivery teams do not have "paperwork" to note the damage. they have to call the customer support staff while at the home to get resolution...again while they are at your home.

Guest
reply icon Replying to comment of Guest-21807

sears will push to have a damaged item or one with a cosmetic defect taken to the customer and yes they do use a form to note damages all items are opened and inspected prior to delivery or installation by a 3rd party.

How do i know ?

I am on the inside i see it all they don't want you to see the appliance until its to late. They have the cust.

sign a 3 day damage policy after that to bad. i have even heard people being told to take it and install it or you wont be doing installs for us anymore.

Guest

Hope it works out for you. Just out of curiosity, why did you accept delivery?

If it's so damaged it's not the same product that you bought, why would you keep it? It sounds like you got a good price, but that has evaporated by way of the damage. Trying to get free doors, parts, ect.

just sounds like you're trying to add on, now. And that's not right.

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