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I went to Sears (Louisville, KY) to purchase a water heater. I asked the sales person if the unit was in stock twice, and they verified both times that it was. This was on a Sunday, so I set up the installation for Tuesday. Most of Tuesday came and went, so around...
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2 comments
Anonymous
#351471

I can't believe that Sears.com has resorted into turning into downright thieves. I placed an online order for a stove on Sept 6th.

The next day, Sears.com cancelled the stove order by email saying the company was unable to deliver it. Funny, I checked the website and the same make and model was listed as "in stock", but just at a higher price than I purchased it at. In the email, it said I would receive a refund for the order that Sears.com cancelled in 3-5 business days. Well, 8 days go by and no refund.

Then I contacted Sears.com by email and get the response that it has to be "researched". It is now the 29th of Sept. and still no refund. So, another week goes by and I call this time and get the excuse that the store hasn't approved the credit yet.

What?! You took the money and didn't deliver the product, but you haven't issued a refund. I told the customer service rep, I don't care why the refund wasn't approved because they owed me my money back. Oh, we'll have to check on that.

So, 3 weeks go by and no refund. I'm off to my bank to report this as fraud so I can finally get my money back. I'm doing a house remodel and need the money that Sears.com stole.

Needless to say, Sears.com is without excuse for refusing to refund my money for an order it cancelled nearly a month ago. Buyers beware.

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Review
#246214 Review #246214 is a subjective opinion of poster.
Service
Sears Installation

Sears repair

I bought a new washer and dryer at Sears that is now 6 months old. The dryer is not drying. Called them for repair and was told it would take 8 days! I find this is very unacceptable. I have always bought Sears appliances. I am very unhappy with this. Laundry is a daily task. I cannot believe it should take this long for repairs. I'm also unsatisfied that a new machine is already having problems. Unless something is done sooner than the 8 days I will go elsewhere with my future business. I had more confidence in the Sears name!
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Review
#245628 Review #245628 is a subjective opinion of poster.
Ordered online at sears.com. Received pick up confirmation. Drove 40 miles to store. No product. They never had it. Store could not refund money due to Sear's LOUSY retail computer system. They even worked with sears.com to do so. I later called sears.com. They...
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1 comment
Anonymous
#309868

Contact your local department of consumer affairs and file a complaint. Sears refused to refund the money of my family and after we contacted the department of consumer affairs, sears refunded money in two weeks. This is after trying to get a refund for 3 months!

Review
#245385 Review #245385 is a subjective opinion of poster.
I purchased front load washer and dryer about 5 years ago and had nothing but problems from the start. My dryer quit working the first week and they gave me a new one, I thought wow that was great customer service. About 2 months later my wife called me while I was...
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1 comment
Anonymous
#304548

To Mikepcr,

I am so sorry about the multiple issues you had with both your washer and dryer. I also want to apologize for the negative experience you had with Sears repair service. We hate to lose a customer over any issue but especially when it comes to issues regarding the quality of the product you purchased or bad service from an associate. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to resolve this and any other Sears issue you might have experienced. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the washer and dryer were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Mikepcr) for reference to your issue and we do look forward to talking to you soon.

Thank you,

James H.

Social Media Moderator

Sears Social Media Support

Review
#245344 Review #245344 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1600
With Official Company Response
Sears - Oasis HE Kenmore Elite Washer – Poor Service and lack of Ownership!
Oasis HE Kenmore Elite Washer – Poor Service and lack of Ownership! We purchased an Oasis HE Kenmore Elite Washer from our local Sear store in 2006. At the time of our purchase we also purchased the extended warranty for both the washer and matching dryer. We had done...
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5 comments
Anonymous
#315595

I have a Kenmore HE washing machine, tub and gears rusted out after four years. Purchased extended warranty and scheduled date for service.

We hade to pay a lady to sit at our home because my wife and I work out of town. Service guy did not show. Called the warrenty dept. and went through 30 minutes of *** of being referred to several people who barely speak english.

scheduled another service, paid the lady to sit at our home, service guy came and ordered parts which were delivered following week. Pre- schedule a service date, service tech did not show, couldn't find our home but was there the week prior. Went through 30-40 telephone *** again and scheduled another service date. We have not had a washer now for four weeks, are totally put off by Sears, kenmore etc.

etc. etc. we will NEVER purchase another kenmore product or anything from Sears again - EVER.

products are junk and warranty service is a complete joke. take my advice and purchase a maytag from Lowes or Home Depot.

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Review
#245215 Review #245215 is a subjective opinion of poster.
Loss
$600
With Official Company Response
Management (Marta) was rude and unhelpful. I was not listened to, spoken over and treated like one of her employees. The product I bought was delivered broken. She would not explain my options on how to remediate this situation, only that she will not help me. Walked...
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2 comments
Anonymous
#317879

Chefn_up@msn.com

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Review
#245208 Review #245208 is a subjective opinion of poster.
Service
Sears Manager
Loss
$500
With Official Company Response
I placed an order at the start of June for three items. A few days later, I got one item. After an additional week went by, I checked the status of the order to find that it had been signed for by someone other than myself. While this is typical these days, when I've...
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1 comment
SearsCares
Sears Response
#304502

To Commercesd,

I apologize for the mess that has become of your online purchase. We certainly hate loosing you as a customer over this issue and would appreciate the opportunity to get this resolved. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the online order was placed with (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Commercesd) for reference to your issue and we do look forward to talking to you soon.

Thank you,

James H.

Social Media Moderator

Sears Social Media Support

Review
#245183 Review #245183 is a subjective opinion of poster.
With Official Company Response
Order the Logitech Wireless Illuniate keyboard that posted on Sears.com, after 4 days I received the WRONG order from Sears. Can you predict what did Sears shipped??? A kid computer keyboard!!! The most hilarious suggestion from all the customer service personnels I...
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2 comments
Anonymous
#310260

Until now, this issue is still unresolved even many emails & calls have been conducted to Sears's customer service after the wrong item had shipped back & received by Sears. They said they could not be able to send the correct replacement order.

None of the Sears stores carry this Logitecg wireless K800 model for pickup. One customer service even called and told it will take 5 days just to verify the item online is the correct one and call back with result.

See how slow Sears responses and how slow they resolve their faulty online system, and how they un-effectively address their issue to satisfy their customers. CAN'T THEY JUST SEND THE CORRECT ITEM FOR REPLACEMENT??

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Review
#245075 Review #245075 is a subjective opinion of poster.
With Official Company Response

Sears no money back

On 5 /17/11 I ordered an E-Z graber tool from sears on line several calls and emails later, 6/2 /11, 6/10 /11, a person called and told they will not give me my money back 6/ 11 /11, are allowed to do that, it is only 27 dollars but is my 27 dollars! As of 6 /21 11 no reply yet. The reason I went with sears is for the perceived reliability. I could of bought the same item for 15.00 dollars on the internet from a number of companies. I guess this means war.
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1 comment
SearsCares
Sears Response
#304492

To Anth,

I'm sorry this order has turned into such a hassle! We appreciate you as a Sears customer and would like to opportunity to get this issue resolved. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the EZ Grabber was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Anth) for reference to your issue and we do look forward to talking to you soon.

Thank you,

James H.

Social Media Moderator

Sears Social Media Support

Review
#244645 Review #244645 is a subjective opinion of poster.
Loss
$27
With Official Company Response

Sears service stinks

We had an appointment scheduled with Sears service to look at our dishwasher that stopped working. The dishwasher was purchased at Sears and we have a 5 yr extended warranty on this dishwasher. Sears service calls us a half hour before the scheduled appointment to tell us that their technician was not going to make the appointment. Sears service reschedules our service appointment for a week later! Sears cancelled on us and the earliest they can reschedule is a week later? When I called to complain and to tell them that it was unacceptable, they gave me the run around about not being able to schedule an appointment any sooner. When I asked to speak to a supervisor, I was told that they were all busy at the time because Sears was short staffed. I was told that a supervisor would call me in 30-40 minutes. I did not get a return call. Sears is great at making a lot of promises about their service and taking your money, but forget it if you actually expect them to meet their obligations. I will never purchase another product from Sears.
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2 comments
Anonymous
#303374

Searssucker,

Don't go through "Brian H" or any "case manager". Nothing against them but they can't do much. Seriously you can fix this situation faster than they can.

What you need to do is take any receipts OR credit card/debit card you used to purchase the dish washer and the 5 year Master Protection Agreement (Yeah I know what it is because I work for Sears) and go into your local Sears store. Ask an associate if you could kindly speak with the "Brand Central Manager", the Brand Central Manager runs the Appliances and the Electronics Department. If they are not present, ask for the "Operations Manager" and if they are not present, well ask for the "Store Manager".

Most of the time they can call the Protection Agreement District Manager and have her or him push your schedule to an earlier date OR they can call the Protection Agreement office and talk to a supervisor and explain your situation. At my store we do this all the time, and I would say 90% of the time it can be done. 90% successful rate is better than not trying at all :)

SearsCares
Sears Response
#303185

Searsucker,

I'm very sorry to hear that your repair has not gone as you expected. Putting myself in your shoes, I wouldn’t blame you for being upset. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the dishwasher was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide your screen name (Searsucker) so we can reference your case. Again, I apologize for any trouble we have caused but we do appreciate any opportunity to help.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

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Review
#244607 Review #244607 is a subjective opinion of poster.