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Sears has TERRIBLE subcontracted delivery services!

We recently moved to the Tucson area and left our old w/d set with the house we sold. We are military and once our travel pay came through we went out to buy an new set. After researching the set we wanted online we looked at Lowes, Home Depot, a few local companies and finally Sears. Sears was the ONLY place who could get us the set in 2 days..everywhere else was 2 weeks or more. Being a family of 5 with a newborn and no w/d for the last 3 weeks - we needed a set NOW. Bought the set, paid extra to get them weekend delivered. They were supposed to be delivered today (Sunday). We live on an Air Force base so we made sure their company had permission/drivers that could access the instillation. Everything on our end was set. Phone call Saturday night said they would deliver between 1&3pm Sunday. Sunday (today) we get an 8am phone call saying they had just tried to get on base and were denied access due to base regulations forbidding Sunday deliveries. That was Lie #1. After an entire morning and early afternoon of phone calls and getting the run around we discovered the truth. The set made it from the Phoenix warehouse to Tucson & in Tucson some "brilliant" individual decided they knew better than anyone else and that the set could not be delivered because the base would not allow it. WRONG. After many conversations with Sears locally we have decided to cancel our order because it was not going to deliver until "sometime on Tuesday". Not acceptable as my husband would be working and I have an infant with a doctor's appointment & older children who have insane school schedules so I spend most of my day dropping them off and picking them up. After calling two more locally owned businesses, we found the exact set and can have them today - as I type this my husband is on his way to go purchase them and bring them home in his truck. Oh and Sears, just so you know - we're also willing to spend an addition $130 more than the set cost us through YOU just because we can have them NOW and not God knows when. Never have I seen such incompetence....Sears outsources their deliveries to a subcontractor - perhaps if they did them in house they would care more about what happens to their customers AFTER the sale, because the delivery company sure as heck doesn't. Sears...we're done. :( And after reading some other comments, my order BETTER be cancelled. It hasn't posted to our bank yet so Monday morning it better not magically show up as a debit without an immediately following credit!
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Review
#230437 Review #230437 is a subjective opinion of poster.

Sears in Washington, District Of Columbia - Lack of Action over Issue

Hello, I am beyond DISSATISFACTION with SEARs and the people that I decided to Google and see what comes up and my family is obviously not the first they have come into contact with. On December 17, 2010, SEARS installed a new "energy efficient" HVAC unit in my home that we are residing in. On January 27, 2011, we received a utility bill in excess of $1,000.00 (YES, ONE THOUSAND). We promptly called SEARS about the issue and they tried to tell us that this is "normal". After phone calls and phone calls, I filed a BBB Complaint and then finally someone contacted me. This complaint was officially filed 2/24/11. A Ruben Perez contacted me to tell us that someone would come out to check the installation of the unit. Nothing happened for weeks. Now all of a sudden, he is no longer on our case and it has been assigned to Rachel Cheek and Tera Mullen. As of today, 3/31/2011 NO ONE has come out and we have been forced to turn our heat completely off because we have $1,900 in utility bills for only 2 months. We have 4 children and this is absurd. Rachel Cheek had the audacity to tell me that is has "been a rough Winter for everyone". Excuse my language, but I don't give a *** because no one else has the spiked usage we have had ONLY after installation of this unit. We live in a simple ranch style home with only 3 bedrooms and 2 baths. Last winter, our usage was nothing of the amount, so this Winter would be no different. I am fed up with SEARS and their lack of action and non-chalant attitude. I even went as far as to contact the Operations Manager of our City and have him email them about our average usage and the apparant spike that occured. All Rachel Cheek does is send out *** emails and not act on a *** thing. I will continue to file with the BBB until an acutal resolution is reached and not empty promises to even START on the issue over a FREAKIN month later. I see now that we are dealing with a person who has not done anything in the past for other people except "see what she can do". How about "seeing" an ACTUAL RESOLUTION?
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Review
#229896 Review #229896 is a subjective opinion of poster.
Service
Sears Installation
With Official Company Response

Sears in Yonkers, New York - Dont waste your time with this company

five times I patiently waited for a delivery on a clothes dryer and it didnt show up!!! we took of work to have it delivered..Nothing! No Delivery! where is it..no one knows..no one cares..everyone at sears passes the blame!!! The manager is never in..will not return calls..basically the store in white plains new york is a big sham..Dont WASTE your TIME or MONEY!!!!!!!!!!!!!!!!! They dont seam to care about their customers... as long as they make a sale. I will cancel my sears cards and Never Purchase from this store again!! I am this angry, because its not the first time it happened.
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1 comment
SearsCares
Sears Response
#267510

Dear Anonymous:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item 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 (Anonymous) for reference to your issue and we do look forward to talking to you soon.

Thanks,

Susan R.

Social Media Support Team

Review
#229745 Review #229745 is a subjective opinion of poster.
Service
Sears Manager
Loss
$570

Sears in Washington, District Of Columbia - Warranty repair did not come out to see problem.

My wife and I purchased numerous applainces from Sears in the past couple of years for our newly built home. I have seen the Sears repair man more than I want. My LG refrigerator has been replaced 3 times. Now my brand new LG top of the line washer has stopped washing in the middle of the cycle leaving water in the tub. The Sears techinician tells my wife over the phone of the procedure of getting the water out of the tank. We have been without the washer for 2 weeks and the techinician tells my wife over the phone he knows what is wrong with it and he is ordering the part. I am going to be extremely mad when the part comes in and it is n ot fixed. I will start purchasing my items from another store.
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Review
#229575 Review #229575 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1300
With Official Company Response

Sears is no longer the company it used to be...

My mother's 50th Birthday is coming up in April, and I decided to buy her something she really needed, a dishwasher. I researched dishwashers on the Consumer Reports website and found the one that would best suit my mother's needs. The least expensive model was from PC Richards for $399. However I decided to go with Sears, even though their price for the dishwasher was $599. I chose Sears because of their reputation for excellent products. I checked online and saw that Sears was offering "Free Shipping" on products over a few hundred dollars, which the dishwasher certainly was, as well as a price match guarantee. Instead of making the purchase over the internet, I chose to be called by Sears. Cathrin D., who called me from Sears Blue Team was very helpful and offered me several add-ons, including an installation kit and a three year warranty. She also helped me price match the dishwasher. Cathrin told me that this dishwasher was in stock and could ship out by the beginning of the following week. The following week, my mother received a phone call at 5:30 in the MORNING, on Tuesday, from Sears saying that they had her installation kit, but didn't have her dishwasher. At 10am, an installation company called "˜A1', called my mother and said that they had her dishwasher ready for delivery, but no installation kit. My mother asked them how they were going to install her dishwasher, which I had told her was COMPLETELY paid for, without the kit. "˜A1' told my mother that they were NOT going to install her new dishwasher, but just drop it off. My mother told them not to and then called me in a panic. I reassured her that this must be a misunderstanding, seeing as how I HAD PAID IN ADVANCE FOR THE DISHWASHER, THE INSTALLATION KIT, THE INSTALLATION, HAULING AWAY OF THE OLD WASHER, ETC… I called Sears and was transferred from one department to another, having to repeat my story to every new representative. This went on for THREE hours! Not one single representative was able to help me with the whole issue. Finally I demanded to speak to a supervisor. "˜ Kevin' explained to me that the installation kit that I had purchased through Sears was on back order and I could be refunded for the installation kit and instead, buy it directly from "˜A1'. However, he could not complete this transaction himself, but had to transfer me to yet another representative, at which point I had to explain the whole story again, in order to get my refund. I then called "˜A1' who refused to sell me the installation kit over the phone, as Kevin had verified they would. They told me that I would have to buy it from Sears. I had already bought it from Sears and gone through this whole rigmarole with them. "˜A1' gave me the number for a Sears in Winter Park, whom they said could help me re-purchase the installation kit. I called Sears in Winter Park, who said "˜A1' was wrong and they could not handle this for me. They transferred me instead to an installation department. The installation department had to hear the whole story again, and they took my credit card number to charge me $24.99 for the new kit. I reminded them that I had originally only had to pay $11.99 for it. So they agreed to charge me that price. I was looking at my receipt from Sears today and noticed that at the end of the bill I was charged a $69.99 shipping fee, after I had been told that shipping would be free. Sears and A1 rescheduled the installation for the following Monday between 4pm and 8pm. A1 was late, only finally arriving at 8:15pm. Does Sears believe that a provider showing up late, causing a client to lose income by taking off work, is ok? The dishwasher was installed and my mother called me and told me that it was stainless steel, I HAD ORDERED AWHITE DISHWASHER. Can Sears get anything right? Not only am I frustrated, disappointed and angry at the service I have received, I have been overcharged by Sears. I feel the Sears team is incompetent at best. No one person was able to resolved my issue. There was no communication between representatives as to what my issue was. Sears tried to send out an order without all of the necessary parts and then sent the wrong dishwasher.
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1 comment
SearsCares
Sears Response
#267519

Dear Chayatopas:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) 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 (Chayatopas) for reference to your issue and we do look forward to talking to you soon.

Thanks,

Susan R.

Social Media Support Team

Review
#229387 Review #229387 is a subjective opinion of poster.
Loss
$599
With Official Company Response

Sears in West Palm Beach, Florida - Voided our Central A/C Warranty

Purchaced a 3000$ central A/C unit from SEARS. Aprox. 7 months old, unit broke down. Called Sears re: service call to my home, was told could NOT send a tech for 14 days. ( Heat here in So. Fla. close to 100 ) I called a local A/C company as needed A/C right away ( 80 y.o. living in home ) Unit needed a new Compressor...at 7 months old. Local company replaced compressor at cost of 1000.00$ Several months later had 2nd issue with unit breaking down...called SEARS again.....was told by SEARS being I had an "outside" company fix it....WARRANTY WAS NULL AND VOID.....PEOPLE--PEOPLE--PEOPLE, STAY THE FREEK AWAY FROM SEARS......COULD CARE "LESS" ABOUT THE CONSUMER....NICE THING IS THO.....SEARS WILL NEVER, NEVER, EVER....GET ONE PLUG PENNY OUT OF MY POCKET AGAIN.....HEY SEARS, WHEN YOU SCREW.....YOU LOOSE !
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2 comments
Anonymous
#556176

You are a ***, ANY Warranty for any appliance from ANY seller or manufacture is VOIDED the very second someone else does any work on that appliance. READ ANY WARRANTY. DUMMY.

SearsCares
Sears Response
#267525

Dear PROWRESTLER54:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item 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 (PROWRESTLER54) for reference to your issue and we do look forward to talking to you soon.

Thanks,

Susan R.

Social Media Support Team

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Review
#229357 Review #229357 is a subjective opinion of poster.
Loss
$3000

Sears sold us a lawn mower that has a design flaw

Two years ago purchased a front drive 21" mower. Whenever you use it, dirt and other stuff gets in to the belt pulley drive for front drive and makes it slip badly. The rear drive unit has a guard over the belt pulley at ther blade, but our front drive unit doesn't. Sears offered to repair it, which they did; and within 20 minutes of starting to use it again, it started slipping. They offer to repair it, but our warranty runs out this spring. They won't admit that the design is flawed; but if the rear wheel model has a shield, why doesn't the front drive model??
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1 comment
Anonymous
#268797

Sears has a reputation on having belt problems on all their lawn mowers. My dad nearly had a nervous breakdown over his lawn mowers always being down because of a broken belt.

He has acres to mow and always had a mower out.

He finally returned the mower and got his money back. Never again will another Sears mower be purchased by my family!

Review
#229268 Review #229268 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response
I ordered a Mattress/Box Spring/Frame on February 20th from Sears.com. Sears told me 3/2/2011 they were going to deliver. 3/2/2011 - Attempt #1-took the day off and got a call at 12PM telling me the furniture never arrived to the warehouse. I said okay and called...
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1 comment
SearsCares
Sears Response
#267530

Dear Snmbikes1:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) 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 (Snmbikes1) for reference to your issue and we do look forward to talking to you soon.

Thanks,

Susan R.

Social Media Support Team

Review
#229183 Review #229183 is a subjective opinion of poster.
Loss
$1000
With Official Company Response

Sears in Los Angeles, California - Kenmore Elite Oasis HE Washer vs. Old man

My dad is an elderly man that takes care of my ill mom (she has Alzheimer's) and I have to say that Sears and their washer has *** near stressed him to the point of having a heart attack. My dad is from a time when Sears was a name you could trust. When he needed to buy a washer and dryer he went to Sears because given his situation he could not really afford to make a mistake with all the issues he was dealing with. He purchased a Kenmore Elite Oasis HE Washer (model 110.2806) thinking that this would reduce some of the issues regarding the laundry. My dad has to do quite a bit given my mom's condition. This very expensive machine has done nothing but cause my dad stress. The machine has repeatly broken down while under warranty and now that it is no longer under warranty it has cost my dad several hundred dollars to fix. The Sears repairman told my dad the issue is a design flaw and that they have had nothing but problem with this model. If any change is in the pockets of the clothes it will get in the machine through a gap on the bottom and damage the pump requiring another service call. The machine also recycles water and does not get the clothes clean thus requiring additional cycles. Bottom line is my dad was reluctant to share this with me due to the fact that he was embarrassed and felt that he was duped. Once I became aware of the situation I asked if he called the service line. He said he had tried several times but could not stay on the phone for the constant extended periods due to having to watch my mom. In addition, he had repeatly been disconnected while being transferred to a manager. After getting disconnected he tries again whole process would starts again. When he did get hold of someone, he would ask their name and they would give just their 1st name and a number. Usually they just said that since it was out of warranty it was his problem. I can understand why their warranties were so short now. I have to wonder if they are in the business selling good products or service calls since they have made more on the service calls than the cost of the washer. Anybody have a suggestion?
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1 comment
SearsCares
Sears Response
#267548

Dear Leroy1484:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) 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 (Leroy1484) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.

Review
#229125 Review #229125 is a subjective opinion of poster.
Loss
$1200

Sears in Cambridge, Maryland - Cannot find my return

I returned a package to Sears with Delivery Confirmation. It arrived three weeks ago. Now, Sears tells me they cannot find it and I returned it to the wrong place, but in fact returned it to the place where it was shipped from. Had to research tracking number but found it. Now Sears is telling me they will not refund my $220.00 and the package came from Wisconsin, but the tracking number indicated Philadelphia where they have a warehouse. Is Sears "ripping" consumers off daily? Or do they buy on the Black Market? In any event, the item was returned using Sears return label and they still cannot find the item after three weeks and Sears holdings has an "***" named Quintan Pearson whom insists it came from Wisconsin, but after tracking the original package, it came from PA and that is exactly where it was returned using there return lable. In the future if anyone out there has to return an item, pay the extra money from the Post Office and copy the return address and information or you might get "ripped" off just as I did by Sears.
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Review
#228953 Review #228953 is a subjective opinion of poster.