Filter by rating
filters
State:
Show
City:
Show
Product:
Show
I used to shop at Sears years back and had many issues with failing Washer/dryer and TV. Sears tells you that YOU broke it (even if you have only had it for a few days). I must of thrown my washer and dryer a few too many times so it did not (ever) work. I wonder if...
View full review
1 comment
David
Sears Response
#299651

To Shortib2cute4u,

I apologize for the problems you had with appliances in years past and for the frustration you are having with your camera. We would like to try and help get this problem resolved. My name is James and I am part of the Social Media Support Escalations team at Sears and we value your business with 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 camera 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 (Shortib2cute4u) 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

With Official Company Response
Review
#243220 Review #243220 is a subjective opinion of poster.
Loss
$200

Exchange Dishwasher Sears One Source

Ordered a dishwasher last Saturday. To small Called One Source to get a exchange. Went to the sears store to look at and get model # of the correct dishwasher. Called one source as instructed to give correct model. Was told yesterday would be delivered today. No one called with delivery time frame. Called one source back to find out delivery time. They said the system showed the order processed but could not find when it would be delivered. Tried to over ride the system to put order in again and could not. I ask to speak to a supervisor. Said supervisor was to busy and would not speak to me but someone would call me within 24 hours. Will never deal with One source again. When I originally called the store to order the dishwasher thought I was speaking with a associate at the store. She told me she worked at my local sears. Come to find out she was in a call center. I need a dishwasher.
View full review
1 comment
David
Sears Response
#299701

To Anonym0612,

I'm sorry that you had issues with your new dishwasher and with a Sears call center. My name is James and I am part of the Social Media Support Escalations team at Sears and we would be happy to help get this problem resolved for you. 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 dishwasher 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 (Anonym0612) 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

With Official Company Response
Review
#242849 Review #242849 is a subjective opinion of poster.
I purchased a refrigerator from Sears on 5/22/11. The item was delivered on 5/27 and arrived damaged. The delivery person,Jonathon, was very helpful and called Sears from my home to help me schedule a replacement delivery, which was scheduled for June 1st. I needed to...
View full review
9 comments
Anonymous
#327216

Sears CARES stands for Customers Are Readily Expendable Suckers... they only care about your money - will sell you faulty products and charge you an arm and a leg to repair them.

My $800 washer broke after a year and a half, I hear from other people with the same problem it will cost 300-500 to fix. I was told by customer service rep that I am lucky because for 300 I can get a one year warranty... um, that's almost half the cost of the machine, which should last ten years! Also, they were supposed to come today to look at the machine.

I woke up at 3 a.m. and drove home from NY, cutting my visit with my parents a day early. I am five and a half months pregnant, not exactly ideal. Did they show?

Nope. Supposed to be coming tomorrow.

I'll believe that when I see it. Probably going to buy a new washer from another company before I give Sears any more of my money for their faulty products.

View more comments
With Official Company Response
Review
#242841 Review #242841 is a subjective opinion of poster.
I tried to purchase a Garage floor mat on their website. Promotion code listed came up as invalid. Called customer service and was told it was not valid because it was from a third party vendor, but when I pointed out that the code came up as expired she changed her...
View full review
1 comment
David
Sears Response
#299665

To Sumaki,

I'm sorry that Sears customer service failed to provide good assistance to you. We would hate to lose future business because of this incident and would appreciate the opportunity to help 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 screen name (Sumaki) 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

With Official Company Response
Review
#242690 Review #242690 is a subjective opinion of poster.
Loss
$130

Sears extra warranty run around

Purchased a pool table in March. It is now June . Offered extended warranty contract, bought it, Table is warped balls roll all over. First they were going to repair it. Told Sears will repair or replace. Then told no, Then told yes, Over and over and over. We purchased the service contract as soon as we got the table. After we set it up and finally had time to play a few days later we found out the table top was warped. the balls rolled all over on their own. We called and asked for a repair. Were told that there was no technician in the area that could repair the table and so we would receive a new one. When we called back and asked what was happening since a few weeks had gone by we were then accused of making up the phone call. When it was proven that the phone call was made - we were treated very rudely and told we were trying to cheat Sears. We told them to come take the table back and return our money for the table and for the service contract, They refused. Gave us the run around until finally some guy came - put a tiny level on the table. He said - yep its is warped, can't repair it. Called Sears. Can't, won't replace the table because they don't have a table at the price we paid. In other words - if you buy a service contract on sales or discounted items it is just a scam to get extra money. They wont honor the contract and we are stuck with a damaged unusable table Don't get the extended warranties on their products the aggravation and time lost isn't worth it. Reading consumer reports and appliance reports on the internet, Sears customer service and warranty follow through is very poor. Too bad - used to be a great company. We bought only Sears appliances for over 30 years, Will no longer do so. Actually got better service from Walmart & HomeDepot. Better service, better pricing too. Since the repair is non-existent from Sears and you get treated rudely and it takes months to get....well nothing actually, don't spend the money on a service contract/extended warranty, Here is an example - Good Housekeeping review of LG Service (HomeDepot carries:"The customer service expertise matches this pair's performance. Within two minutes, we spoke with a customer service agent, who gave us resourceful solutions." vs Sears: "Listen carefully when calling Kenmore's automated customer service line. With many options to choose from, like scheduling a repair, installation, and credit card issues, you may miss your selection. After requesting customer service, the agent wanted to send a technician out rather than suggest a solution." In our case - it took months to even get a technician.
View full review
1 comment
David
Sears Response
#297420

To Sam1,

I'm so sorry for the many ways that we failed you as a company surrounding the purchase of your pool table. The retail store, Sears repair, Sears service contracts, and other team members in our call centers failed to show you that we value you as a Sears customer. My name is James and I am part of the Social Media Support Escalations team at Sears and we would appreciate the opportunity to make this right. 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 pool table 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 (Sam1) 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

With Official Company Response
Review
#242627 Review #242627 is a subjective opinion of poster.
Service
Sears Repair
I ordered Fence Weave for privacy between me & my neighbor. It took 3 1/2 weeks to receive the product after being told it was in stock. After finally receiving the product, I ordered 6 rolls and 4 out of the 6 rolls were less than 2 inches wide allowing the whole...
View full review
2 comments
Anonymous
#397551

back in the day, department stores were palaces of consumption. With shiny marble and electric lights, they became destinations for ladies who lunched in their tea rooms. In a strange way they resembled nothing so much as our modern museums, with cases dedicated to rarities, in the case of department stores, the latest wares.

Sadly those glory days are passed. American department stores outside NYC are a pathetic remanant of what they used to be. I rarely set foot in one unless my mother is visiting, but this year as I searched online for a replacement mattress for my sofa bed, I was surprised to see sears pop up at the top of Google. Hmm I thought, should the mattress have any problems, it would be nice to have brick and mortar option for return. So I place my order, scheduled to arrive in store for pick up on or about Dec 23-25.

Holiday approaches, and I'm busily working away, wrapping packages, finishing up last minute errands. No email from Sears telling me to pick up my mattress. I check website, order still "processing."

Day after Christmas, sick child and I laying on lumpy old mattress, I again check order. Processing. HMMMMM email customer service. Receive auto reply thanking me profusely, buried within, the following information

Per our records I see that you have placed the order for "Memory Foam Sleep Sofa Replacement Mattress" on 12/15/2011.

I see that the expected delivery date was on 12/23/2011. As the expected delivery date has been passed.

I have processed the request to the Research Specialist for the research. The research process may take some time. Please allow us 5-7 business days to get back to you with an update.

We are here for you!

Fabulous, Sears is there for me, which is good because as my parents are coming this week, I will be sleeping on said mattress. I log in to chat with representative. I'm sure this person is located far far away, and is bedeviled by annoying First World Problems all day long. I engage in endless loop in which I request to know if/when/where item shipped from, only to be told "5-7 days." Finally learn item is "in transit." Again "when/where."

Sears doesn't know! Yes your grandmother can track her mail from the freakin' P.O. but apparently Sears has no tracking information on their order.

I request 1. replacement with expedited shipping or 2. cancel my order

After an hour I get disconnected when original rep attempts to transfer chat to supervisor. HAHA Sears, I copy and paste the prior chat and restart

Get transfered to supervisor with clearly higher level de-escalation skills, straight from a script either generated by AI or written by person who has acquired English in addition to another language

Derrick: You have all the reasons to be concerned about this purchase. Honestly speaking even I would be concerned the same way if I were to be in your place.

YAY "Derrrick" feels my pain. Perhaps I *will* get my replacement shipped, or a credit for my inconvenience! I wait, and I wait. fMhson and I play some Lego Heroica Fortran (sigh as I hate kid games).

I wait.

I wait.

I wait.

At least 30 minutes has gone by since "Derrick" and I bonded. Nothing appears in chat window, yet I am still connected. I do some online searching. Apparently other people think Sears Sucks (at CS at least) both on blogs and Twitter. Sears is apparently aware that it sucks, as it has a team of people (with the FAB euphamistic" Social Media Support Escalations team") who respond to the many online rants (geez here is an idea, try putting the time/$ into improving the CS in the first place!)

At least an hour has passed since supervisor "Derrick" swooped in. I've spent more than 3 hours online this AM with Sears. I call it quits.

feMOMhist at blogspot com

View more comments
Review
#242509 Review #242509 is a subjective opinion of poster.
I had ordered my daughter a car seat through sears because we couldn't find it anywhere else in the print we wanted. So we went to the store and to customer service to order it and asked multiple times if it was the specific print we had wanted and she told us it...
View full review
1 comment
Anonymous
#297054

----------------------------------

To Sears Valued Customer,

I apologize that the wrong car seat was ordered and the frustration and inconvenience that this has caused you and your family. We would like to help you and make sure that you are quickly refunded. My name is James and I am part of the Social Media Support Escalations team at Sears and we value your business. 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 car seat was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the following screen name, which I created for you, (carseatrouble) for reference to your issue and we do look forward to talking to you soon. Thank you for the opportunity to assist! If you need additional assistance from Sears or Kmart, contact us at searscares@searshc.com.

Thank you,

James H.

Social Media Moderator

Sears Social Media Support

Review
#242488 Review #242488 is a subjective opinion of poster.
sears kenmore elite 14 cup coffee maker and support. coffee maker has 5 year warantte. failed in less than year. no support policy except store replacement. got 12 cup cause 14 cup is discontinued. broke carafe 4 months ago. no replacements avail except through...
View full review
2 comments
John N
#297056

Hate to break this to you, but all these small appliances are made very very cheaply and you pay for the brand name and the colour/looks of it. Your best bet is to:

1. Re-evaluate your patronage of Sears stores. I stopped shopping there a decade ago. From what I read, it is much, much worse now.

2. Pay no more than $20 and preferably less for a coffee maker. The cheap ones

View more comments
With Official Company Response
Review
#242428 Review #242428 is a subjective opinion of poster.
Loss
$90
I was going to buy a Craftsman lawnmower from Sears with mulch kit and 3 yr warranty. I was almost ready to check out when the salesman indicated it was out of stock. He said that Sears doesn't allow backorders! He said he checked everywhere and nobody has it. I...
View full review
2 comments
Anonymous
#298475

We almost bought a Craftsman lawnmower from Sears but went to Lowe's instead. Thank goodness.

We are going through the same *** with a fridge and stove we purchased on 5/31/2011. It was supposed to be delivered yesterday but the rude rep who called on Sun/5/12/2011 said it was OUT OF STOCK at the manufacturer. WHY didn't they tell me this when I bought it???

WHY does it take TWO WEEKS to deliver appliances that people need to use NOW?

The *** I spoke to on the phone was so rude to me that I am cancelling my entire order. She needs to be fired. Sears needs to be fired for their abysmal customer service.

I'm GLAD the internet exists to be able to spread the news so others don't have to suffer like we have.

Lowes, here I come for my appliaces. Sears can pound dirt.

View more comments
With Official Company Response
Review
#242383 Review #242383 is a subjective opinion of poster.
My husband bought a 5 year service contract for our new air-conditioning and heating system in 2008. In 2010, during a heat wave, my system stopped working and I called for service. The "first appointment available was 3 weeks later. Fortunately, a supervisor was...
View full review
2 comments
Anonymous
#408153

On Friday Dec,30 a technician from Sears replace my Microwave door and handle as it was cracked (2nd time)for replacement. The Microwave was functioning well even if the door was cracked and the protective glass was slides down with a 1.5" on the top.

After he left the Microwave will no function properly any more and the interior light was on all the time with the door closed or open.

I call for repair of war it was done by Sears rep and I was schedule an appointment for Monday 30, almost 3 weeks from calling.I didn't brake the Microwave it was sears and we are good customers paying a great amount for Maintenance.

It is obvious Sears is changing for the worst. We have trusted Sears for too many years.

View more comments
With Official Company Response
Review
#242258 Review #242258 is a subjective opinion of poster.
Service
Sears Repair