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Sears in Surrey, British Columbia - POOR ONLINE ORDERING & CUST. SVC

ATTENTION POTENTIAL SEARS CUSTOMER: Sears has the worst online ordering system I've ever come across, the website WOULD NOT give you an estimated shipping date until you submit your order. I submitted my order and found out that it will take a whole month to ship my item. When i phoned to cancel my order, they will not allow the cancellation. They said they will ship it out and I can reject it but will be responsible for the shipping cost. THERE IS NOTHING THEY CAN DO, too bad for me!!!!! EXTREMELY POOR CUSTOMER SERVICE, DO NOT BUY FROM SEARS. YOU WILL REGRET!
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1 comment
Anonymous
#304455

To Sue12345,

I'm sorry for the negative experience you've had regarding this online order. I am concerned with some of the information you were given when you called and we would like the opportunity to resolve this issue with you. 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 your online order was placed under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Sue12345) 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
#244056 Review #244056 is a subjective opinion of poster.
Service
Sears Shipping Service
Loss
$81
With Official Company Response

Sears Craftsman Lawn Mower a Fake!

We are in our 50's have never considered buying anything but Craftsman. We purchased a Craftsman lawn mower only to find it's a piece of junk with the timing skipping consistently. We learned that Craftsman actually didn't make the product but subbed it to Club Cadet who subbed it MTD. If I had wanted a MTD mower I would've went to Walmart and bought one for $500.00 instead of $3000 for a Craftsman. And their customer service - located in overseas - can't speak English much less provide any solutions. Craftsman quality is clearly a thing of the past - so sad - they use to make great products. Don't buy these over-priced lawn mowers - save your money and a buy a cheap-o - it's the same thing.
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2 comments
Anonymous
#332047

Would have to agree with 'crown59' have a 8 year old dyt 4000, with an automatic transaxle. A couple of years after may extended warranty ran out, so did th transaxle.

Ordered one from sears parts direct, got the wrong part, (for over $200) so had to pay to send it back, & was told, (even though THEY sent the wrong part) that the correct one would be over $750!? (more than the thing is worth) Owell...a lesson learned.

NO MORE "CRAFTSMAN" riders for me. (their tools & elect meters have also gone way down hill) Hope my rant is not typical, but word from local friends, says it's typical) Brian

SearsCares
Sears Response
#304439

To Crown59,

I'm sorry that you're so unhappy with the quality of your Craftsman tractor. We do value you as a long time Sears customer. 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 related issue you might be having. 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 tractor 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 (Crown59) 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

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Review
#244051 Review #244051 is a subjective opinion of poster.
Voice of experience. Do not purchase any brand of mattresses or box spring sets from Sears. If purchase from other sources please read the warranty before purchasing. We purchased a Stearns & Foster set freom Sears in 04/2010. The mattress exceeded the "Industry...
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1 comment
Anonymous
#301007

Same thing happened to us and now we are stuck with a junk mattress that we paid to much for..

Review
#243873 Review #243873 is a subjective opinion of poster.

Sears in Miami, Florida - Waiting for over a month to have my dishwasher fixed

To Sears CUSTOMER SERVICE DEPARTMENT How long does it take to get service from your service department? There is no truth to your advertisement, for it really takes a long time. Case in point: the ordeal that has become to service my dishwasher. Let establish first the time line On May 16th we place the first call and got an appointment for May 21th. The technician came and left, we were home but he reported that "no one was home". Did he come to my door??? We called back on the 23th to re-schedule; got an appointment for the 26th. But nobody came because there were no available technicians on that day. We called back on the 27th and got an appointment for June 4th. The technician came but did not finish the job, he needed a part, and had to re-schedule for June 8th; on that day he could not finish his route because he was late receiving the part he needed. We called on June 11th to acknowledge receiving the part and an appointment was made for June 14th. On that date the technician passed by to say he was coming back on the 17th to replace the part. But nobody came. When we called they told us that we were not scheduled for an appointment on the 17th and that the next available appointment would be on the 21st. Among the many excuses I have heard over the phone is "a dishwasher is not emergency equipment". But I beg to differ: in a household with 5 adults, 4 kids and a dog, dishwashing is a full time job. Maybe you have good intentions, but the road to *** is paved with them. The department in charge of providing service is not well managed and promises get broken left and right. This I learned by checking on the internet; there I found the complaints from other consumers about shoddy merchandise. A product sold by Sears was well made; the service was seldom needed when the item was new. But the new trend of having all products made in China, or any place where cheap labor is available, with parts made anywhere else, produces gleaming sub-standard products that break often. Then you sub-contract the service which creates a communication chain that often gets broken.
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Review
#243861 Review #243861 is a subjective opinion of poster.

Sears in Albuquerque, New Mexico - No carpet to test vacuum cleaner in store.

I couldn't try out my new vacuum cleaner until I assembled it, which took about 40 mins. I find it hard to push even when the rotating brush is set to "high",and my carpet at home has a relatively short nap. There was no way to test the floor model in the store because there is no demonstration carpet in the vacuum cleaner department. I hope the maid, who comes every other week, won't refuse to use it. If she does, you'll be hearing from me. The vacuum I bought is the Kenmore Intuition which was rated as a "Best Buy" by consumer Reports.
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Review
#243790 Review #243790 is a subjective opinion of poster.

Sears appliance repair service is terrible

I am a sears service technician and I want to let the world know how horrible this company is. Each day we get 12-15 calls to complete while driving sometimes 200 miles. Sears knows that some customers will not get service, yet they continue to overwork their technicians which results in poor morale and poor customer service. No one wants to work for this company and they cannot find technicians who will work for them (Unit 8107) in Houston. This company is the pits and I advise all customers never to use them. They use pressure tactics to pressure their technicians to sell products which are 4 times more expensive than what can be purchased at the local Wal-mart, and they expect us to take all kinds of heat from the customer who is upset before we arrive because we have rescheduled them 3 times, 2 weeks to order part, and because we could not meet the 8-12 time frame along with the other 8 customers that were promised 8-12. I would never use this company they are overpriced and the technicians are very unhappy about working for this company.
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Review
#243692 Review #243692 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response
Placed an order on sears.com for 2 sterling silver bracelets, on June 5th to be delivered on June 15 to Miami C/O a friend who is on vacation there and leaving for Brazil on the 16th. Today (the expected date) I've just found out: They did not have the items in...
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2 comments
Wanderlei
#302091

To my astonishment, every sears Complaint I decided to read, I found this Mr. James SAME WORDS TO ALL OF THEM (Changing only the product), as if a MACHINE had been set for these hundreds (or thousands?) of sears complaints answers.

The next step is: You reply. Someone "willing" to help says that "AS YOU WANT TO CANCEL YOUR ORDER I WILL BE MORE THAN HAPPY TO DO SO, BUT, I NEED YOUR APPROVAL FIRST... OH THAT'S SO PROFESSIONAL ... I DO NOT WANT TO CANCEL MY ORDER.

I WANT WHAT I HAVE PAID FOR (AND HONEST MONEY, AS A MATTER OF FACT)... PACKAGE HAS NOT BEEN DELIVERED (I understand the store wants to save a few dollars on shipping - no one will be there to receive it) ..

but I have never thought an issue like that would be so hard to be solved or it will never be??? SAD!

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Review
#243502 Review #243502 is a subjective opinion of poster.
I purchased a LED TV from Sears(Rockingham Mall Salem NH) and after a few weeks i decided i was not happy with the quality. i was upgrading from a plasma which i've had for over 5 years now. So i brought it back to swap out with a plasma tv(same price) The gentleman...
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2 comments
SiX1SE7EN
#303457

So after a couple days after posting this i was contacted by a customer relations woman from sears(Ellen). She was very helpful and listed to what i had to say.

After hearing my story she offered me a gift card to sears which i gladly accepted. I will leave the amount disclosed incase they offer different amounts for other issues. She stated i could call her at any time before any future purchase and she would assist me in some savings or deals.

I was very impressed and pleased with the service she offered. :grin :grin

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Review
#243417 Review #243417 is a subjective opinion of poster.
With Official Company Response

Sears in Bridgeport, Connecticut - Layaway initial date considered purchase date so price protections and current sales do not apply

I recently went on sears.com to purchase a led 46" television. I found the model I wanted, as I was checking out online, I noticed the layaway option. Because I was buying this as a father's day gift this was a perfect solution I could guarantee he item was available and would not have to hide it at home. I made the layaway contract initial payment ($306.28) on may 12th 2011. I made my second payment on may 28th, when my third payment became due I saw that sears had a sale on the model I had on layaway. While the price was still the same there was a special father's day bundle (a blu-ray player and 4 pair glasses included). since I was buying the TV anyway I immediately went on line and paid the balance ($919.05). I received two emails immediately from sears.com, one a receipt for the final payment and, one telling me my purchase was available for pick-up in store. when I arrived for pick I was told that they could not find the television and I would have to come back on Tuesday (this was Saturday). Finally one associate said he would go in the back and try to locate it, after about 45 minutes he found it. I Was then informed that I was not eligible for the bundle because I used layaway it did not matter that I paid the exact same price as the bundle sale. I left having remembered why I have avoided using sears for the past 20 years. It is the same old bait and switch policies that I thought they stopped using years ago. now to ad insult to injury, the next day I saw the new sears sale the price of the television that I bought on Saturday was now $160.00 less. I went on line and checked out the sears price protection policy. I checked on all the exclusions (which did not list layaway) to the policy. the policy states they will refund the difference for any purchase within 14 days, fine since I a receipt showing my purchase was June 11. and this is June 14. so I went on line and filled out the price protection form. However I was informed that they could not issue a refund because as it was a layaway the initial setup date (may 12) was the date of purchase even though my "purchase" was in their store for 4 weeks awaiting final payment. Again more sears loopholes. they will use any reason not to give you what is advertised. Now I can return the television an hope I can find it somewhere else,or I can just keep it having learned yet again that sears is really a one time shopping experience. Because once you deal with their non existent customer service and fluid guarantee policies you really would rather shop any where else. because honestly no amount of savings is worth the sales associates that can't be bothered, the time it takes to finally pick up your merchandise and online customer service policy that seems to consist of finding new (or maybe old) ways to deny any compensation due. I figured out that buying this TV on layaway cost me about $500.00 more ($349.00 dvd/glasses bundle $160.00 price protection refund) than every one else who bought this item in store. So I will never use sears.com layaway again for any future purchases of electronics. shame on you sears.
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1 comment
SearsCares
Sears Response
#299571

To Chele6758,

I apologize for the issue you have had with this purchase and I understand your frustration regarding the lay away policy. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help make this Fathers Day purchase a happy one again. 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 television 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 (Chele6758) 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
#243285 Review #243285 is a subjective opinion of poster.
Product
Sears Protection Plan
I have a dishwasher (Kenmore) from Sears. It is 11 months old and the front door buttons failed. Called to schedule repair and was given a morning window of from 8 to 12noon. By 12:30 no arrival. Called them and they said the driver would call me to tell me when...
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2 comments
Anonymous
#299860

Well, your service man finally arrived at 4PM. He didn't call until 3:45!

And then when he got here he did not have the part necessary! I wasted the whole day and still the washer does not function properly. I knew what was needed, why didn't he? Now I am to wait for the part to come in the mail and then I have to make another appointment!

It was quite clear that a new board was needed...

This is going to take weeks!

contact phone : 5105254023 reference name chihara

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Review
#243241 Review #243241 is a subjective opinion of poster.