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With Official Company Response

SEARS AND THEIR CUSTOMER SERVICE IS HORRIBLE!

I am writing this as I am very upset with Sears and their shipping practices. I ordered an item on the website on March the 7, 2011. The item was to be delivered on March the 11th, 2011. I checked the status on this item today the 14th of March and it still has not shipped from Sears, no notification, no reasons for the delay, just no item. I called customer service and they told me that they were waiting on UPS to pick the item up and they usually take 7 - 10 business days for pickup. I then called ups, gave them the tracking number and they told me that the item was issued a tracking number but the shipper has not notified them that the item was ready for pickup. I called Sears customer service once more and I was told that the item was not on back order and they were not sure as to why it was not shipped and they would email the shipping department for an update. I was given reasons why it was delayed and not shipped when ordered, like weather, UPS response time of picking up the order and/or billing issues. All of which I have verified that the items described above were not an issue. As a point of reference, I ordered an item from NewEgg the same day, which was coming from the CA warehouse, i reside in SC and it was picked up by UPS, same shipping economy ground, on the 8th and I received it today, the 14th. I actually got the email from sears with the tracking number first and that order 7 days later has not moved from their location. I hope sears looks at these reviews and gets the reason they are failing as a company. CUSTOMER SERVICE!!!! It says a lot when bankrupt company like Kmart buys you up and you still make no changes in the way you do business. I used to be an avid shopper of sears, now I am not going to be a customer at all.
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10 comments
SearsCares
Sears Response
#272232

know what,

I'm sorry you've had problems with our delivery service or any of our services. My name is Brian H. with Sears Cares and I would like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (know what) in the email so we can reference to your case.

Thank you,

Brian H.

Sears Cares

Anonymous
#271598

I will NEVER buy anything from Sears.com again EITHER. In my opinion,their shipping methods or service is terrible

Anonymous
#261657

Update and follow up :)

Last night I sent an email to Sears Holding Corp.

This morning I received a phone call from a Senior Case Manager with Social Media Support at Sears Holding Corporation.

She was very polite and extremely professional. She followed up with an email. They offered me an e-gift card in the amount I had spent on-line before. They also waived the fees for that unfortunated 2nd day shiipping when the wrong itm arrived. I received also an email from Blue Ribbon and another from sears.com. All appologizing etc. I was really surprised. We'll see... I have to tell you that I had a feeling it is a totally different company and not the one I struggled with 24 hours earlier.

So, at the end a Happy Ending :)

Anonymous
#261361

sears fan, You wouldnt by chance be related to "sears loyal customer" would you?

Very similar responses to issues you have no business responding to. If you have a problem with all these customers writing bad feedback(s) against sears customer service, you should maybe contact sears and see what they are doing wrong.

I went back to google as you said you did and typed in sears.com and did not see my feedback listed there. put it in as sears, sears.com, sears reviews, etc.... none of the searches brought up my feedback, which also concretes my thoughts on your working for sears in some way or fashion.

do us all a favor, talk to your manager and see if there is a way he can get the customer service reps to actual care about the customers.

Anonymous
#261347

:upset

Thanks for your candor about your experience, my experience was not like yours and I had delt with two seperate individuals, both of which left me unsatisfied with Sears customer service. As for the horrible part, i may have over stated that, because it is a matter of opinion. maybe a less descriptive word could have been used, one which would have not explained my feelings over this whole order. But I felt that I would be doing an injustice if I lied to everyone that is reading this feedback.

as a side note I still have not recieved an update email or the item so I went back and found out that it was shipped the day I called and will arrive tomorrow.

Anonymous
#261337

I totally agree. It is not even Customer Service. It should be called WDGDU "We don't-give-a-*** Unit"

In short: I placed an online order on March 12, 2011. I paid extra for expedited i.e. 2nd day shipping to be absolutely sure I will receive it on time, before Saturday, the 19th when I am leaving for vacation. The order arrived today. The wrong item was packed and shipped. It happens. After all we are human only. Errare humanum est.

I called so called customer service (they weren't able to localize my order by ANY of the numbers on a slip/packing invoice fo 20 minutes;)to ask to ship the correct item asap saying I will take care of the return of the wrong one and reimbursement after. I wanted to pay for the replacement item and the only thing I asked for was to ship it asap as a courtesy of Sears. I was refused. I heard from Eric H. (the gentleman didn't want to disclose his family name for... "security reasons"... his id is #0822922 ) that he couldn't ship it the fastest way i.e. next day (they call it premium) and waive the shipping fee because this is something they NEVER do.

Well... I paid for something I haven't received. If it was Sears' fault then Sears should fix it. Not at my expense with all due respect.

Apparently shipping the correct item next day and waiving the shipping fee was an obstacle like an Iran Contra affair.

.

I heard I was "imposing" something. If this is the way their customer service looks like then this was my last order at Sears. Ever.

I didn't demand some silly compensation for "emotional distress" because this is not a TV court drama. I didn't ask for a "gift card"

I only asked for shipping the correct item the fastest method available. I was refused.

Thank God I have a credit card from BofA which considers me a Customer with a capital "C" letter. The protection covers in 100% situation when you do not receive the very good or service you have paid for.

I filed a claim with them and was credited with the total.

I am surprised Sears still exists. In comparison Wallmart is a Saks or Bloomingdale in terms of Costumer treatment.

Negligent, incompetent, horrible.

SHAME.

Anonymous
#261331

I am sorry, but I do not work for Sears. Sears.com is a great site & has had my business for years.

I am only familar with how there shipping works as what you are experiencing has happened to me once before as I stated. It is upsetting to me to go to google to access Sears.com only to see your blast about the worst customer service from Sears ever. It fuels my fire to know such a great company is getting such terrible feedback. It is only fair to let know others reading this know that what you are experiencing is not the normal with Sears.com.

and all of the customer service reps I have encountered with Sears were ready, willing and very capable of resolving any issues I have ever had.

I strongly suggest you call Sears.com and request to speak to a manager that can get down to the bottom of where your item is for you right away. I have confidence that you will encounter someone who cares & who is willing to help.

Anonymous
#260931

You clearly work for Sears so I have no retort other than your company has bad customer service and I still have not recieved my item nor any email explaining why.

"Sears customer service reps did everything they could in there power to put up with the whiny *** you gave them!" isnt this the reason they are in customer service in the first place? To field calls from "Whiny ***" dishing people when they are given an expected arrival date for an item they purchased and it hasnt been recieved even after a week past the date given.

Arrival Date: 3/09 - 3/11 Tracking Number: 1ZV614F203130XXXXX

Return Code: 1519-6216-2549-0659-XXXX

Sales Check #: 09300140XXXX

Anonymous
#260886

I failed to mention above that I like you also had the same experience with sears when I expected my package at certain time and it was not there. I just so happened to be lucky enough to get a great rep to explain the process to me so I thought that I would pass it along to you.

At this point it may not mean anything to you but once I was able to understand the process it made me feel better.

I have not had anything but positive experiences from Sears and they will continue to get my business! :)

Anonymous
#260843

I am sorry but your facts are just not right. Sears has been around for over 100 years & trust me they are not going bankrupt.

Kmart may have bought Sears but they took there name as the corp name due to the well known name and business Sears has done. Your order is going through the process of what Sears calls zone skipping. This means that your item is on a Sears truck from its regional warehouse on its way to your state. UPS does not have your item at this time, and they have only received billing information.

Once the Sears truck reaches your area then your package will be dropped of at a ups hub and at that point you will be able to track your package. Also, the dates of arrival that you were given upon placing your order are "expected" and not guaranteed arrival dates. Sears as almost every other online company can only offer an expected arrival date. It takes 2-3 days to even process your order and 5-7 for shipment.

There also could maybe be for some reason an un-expected delay either with the vendor or warehouse. Your thinking is unrealistic and I bet you Sears customer service reps did everything they could in there power to put up with the whiny *** you gave them!

By the way I bet you your item will be there tomorrow! Relax

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Review
#226609 Review #226609 is a subjective opinion of poster.
Loss
$28

Sears poor customer service

Bought a Kenmore Oasis in Jan. 2008 with a 5yr. repair warranty. Washer broke for the third time . Called the service dept.today. Their best response time is 8 days away. After the problem is diagnosed and a part is needed it will take another week to finally get it fixed. We have bought and owned Sears products for many years and their service was great. Sears service anymore is terrible. Your best bet is not to buy their products or their warranties. You can get better service from other companies. I know that I will not buy anything from them.
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2 comments
Anonymous
#346369

I have a top-mount refrigerator/freezer that needs to be repaired. I called for an appointment.

It's 8 days away!!!! That is not customer service.

It's customer abuse. I will NEVER buy another Sears appliance.

Anonymous
#261314

Sears service anymore is terrible because there soonest available apointment time for a contracted service tech to get out to you is 8 days away? After years of buying from Sears and having no complaints you would give up that to go to other compeitors that do not even compare to having great and reliable products at great prices?

Not to mention great warranites. Did you know that a Sears is the only retailer that offers a protection agreement that will replace the item completly if there has to be four repairs made on the item within a year? Did you know that with the purchase of a Sears protection agreement that Sears will make yearly house calls for product checks? There is several more features of a Sears protection plan that other retailers don't even come close to.

You should do your research. All other major retailers care about is taking your money.

That will never amount to the loyality Sears has to its customers. When the other companies give you a hard time or dis-satisfy you I am sure Sears will be there to welcome you back!

:)

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Review
#226605 Review #226605 is a subjective opinion of poster.
Service
Sears Repair

Sears in Southington, Connecticut - Installation, cust. service

installation of stove done improperly. servicemen sent back to do the job right said that hanging wires left by the first installers could've caused 'explosion'. they didn't unwrap the racks inside like they're supposed to, and they didn't check to see if the stove worked before they left. i had no stove for 4 days. told them very clearly that i wouldn't be home at a specific time...that's when they sent people out also installation of bosch dishwasher done improperly. certified bosch tech. said the sears installers had crushed the water hose. customer service is incompetent, and they use another company for installs
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2 comments
Anonymous
#284493

Sears Fan - you must work for Sears, or be paid by Sears. What you say just isn't true.

My experience is that Sears is incompetent. Let's leave it at that.

Anonymous
#261323

Clearly there was some mis-communication with the install service person that was setup to do your install as far as a set time was concerned. That is un-fortunate and must have been a mistake.

Sears as alot of major retailers contract out certified service techs.

If for some reason there was a issue with the first service tech I hope that you reported that because I know Sears cares and would want to make sure all service techs represent there company in a positive way and are able to do the job right the first time. I am sure if your report your concerns to Sears Install Customer service they will value your feedback.

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Review
#226469 Review #226469 is a subjective opinion of poster.
Service
Sears Installation

Sears in Toronto, Ontario - Sterns & Fosters Mattress - Ripp Off

I purchased a Sterns and Fosters Mattress four months ago which cost about $2500. It is to be Sears top of line mattress. Since then it has half inch sag already. I wake up with back aches and neck pain that I never had before. I called Sears Customer Service and the Store Manager. The Manager said he will not do anything and has to get worse before they exchange it. Customer Service said they will return it, but the Store Manager reversed the decision. Talk about being lied to. Sears does not care about their customer. Do not buy your furniture or appliances from Sears. You will regret it.
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2 comments
Anonymous
#261349

Sears as other retailers have a return policy time frame. You must have been out of the return time frame allowed or otherwise I am sure an exchange could have been made for you.

If Sears were to make a exception for you as far as a return then there would be no since in even having a return policy time frame and a return exception would have to be made for everyone. This utimatley could put a company out of business. That is why most manufactures offer warranties on there items. Your mattress more then likly has a 1 year warranty.

You should call the manufacture. In the future I recommend that you think about purchasing a extra warranty. This would cover you in all areas with any future purchases you make.

I know Sears has great protection plans. ;)

Anonymous
#261340

All retailers have return policy time frames and at the point you reported your concerns with the mattress I am sure you were out of the return time frame. If major retailers were to overlook there return policy time frame for one person then it would have to be done for everyone which would ultimately drive a company out of business.

This would be another reason why most items such as mattresses offer a manufacture warranty. You need to talk to the manufacture.

Also, it is always a good idea to purchase a extended warranty to cover yourself. I know Sears has great ones!

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Review
#226414 Review #226414 is a subjective opinion of poster.
Loss
$2500

Sears in Meriden, Connecticut - I have been waiting a year for parts

I bought a cabinet(ga-05 ultimate) back in April. when I opened the box it was missing everything(shelves,sides,no hardware,no top or bottom. I have been shuffled from one manager to another, and still am waiting for parts. What else can I do, but wait and hope. I can not believe how bad the level of service has been, and I have only been managers during this nightmare. I had been shopping at sears for over 30 years until this incident. I am sorry to say Sears is no longer service oriented as it used to be.
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1 comment
Anonymous
#261357

I am sorry to hear this. I am wondering why you did not take it back for a return or exchange when you opened it up and noticed it was missing parts?

Clearly it is no fault of yours and unfortunate that it came to you missing parts. At this point since your issue clearly has not been resolved I suggest you call Sears corp. and report all parties involved that you have spoke to.

I am sure they will get this resolved for you immediatly. Sears as a company does care from my years of business with them this is my experience.

Review
#226334 Review #226334 is a subjective opinion of poster.
Service
Sears Manager
Loss
$100

Sears - outlet merchandise is used unfixed junk

Sears outlet sells broken down used appliances that do not work. They are not scratch and dent stuff but returned product that their incompetent service people were unable to fix. They will sell it to you without refurbishment - so now you can go through the same thing the original customer did. If you do not buy that add on insurance they will charge you to fix an appliance that they know does not work at the time of the sale to you. If you have been victim by Sears Outlet appliances then call or write MARKETPLACE CBC so that they can get this out. Perhaps if there is enough people we can start a class action against them - punitive damages extra. We must ensure that Sears will not be allowed to victimize anyone else with these illegal practices.
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2 comments
Anonymous
#351673

Unfortunately, some machines have defects and the chances are higher on the outlet since the machines have been transported from location to location and some have been previously returned. Central delivery performs a terrible job, along with their management, which are NEVER NEVER available!

If they damage any machines, the store needs to take care of the issue even though central delivery were the ones who damaged it (they don't compensate for it) and the sales associates lose the sale and comission, which is already so low.

Since it's a contract we can't replace the delivery for a local company more competent and that actually cares.IF YOU CAN AVOID USING DELIVERY YOU WILL BE BETTER OFF!

However, regarding the stores, there are also great deals on new mechandize with dents, I worked on one of these stores and know you can find amazing refrigerators for up to 50% off. For the best buy, go for ITEMS MARKED AS NEW, you can usually tell by looking at them or smelling inside.

My family and I have purchased several items from the Outlets and so far it's been years with no issues, from refrigerators to laundry.

Anonymous
#259545

This is not true in the store where i'm from we have purchased washer and dryer 1 kenmore the other maytag had dents on sides of both ( could of cared less) but i've had them close to 10 years now

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Review
#226088 Review #226088 is a subjective opinion of poster.

Affirmation Agreement with Sears

When I divorce I had to sign an AFFIRMATION AGREEMENT with Sears for three years.(effective from 1993 to 1996) FOR APPROX. $2,465.00 WHICH WAS HALF THAT MY HUSBAND AND I OWED AT THE TIME. I PAID IT OFF IN THAT THREE YEAR PERIOD. THEN THEY RE BILLED ME AGAIN FOR THE SAME AMOUNT. THEY KEPT IT UP TIL 2002.(AFTER THREATS FROM SEARS EMPLOYEES TO PAY MY ACCOUNT I TOLD THEM " NEVER TO CALL ME AGAIN AND I HAVE PAID YOU OFF ONCE AND WILL NOT PAY YOU PAY YOU AGAIN." I HAVE CHECKED MY CREDIT AND SEARS WAS WRITTEN OFF BACK THEN.. NOW SEARS HAS HIRED RECOVER PORTFOLIO TO COLLECT THIS SAME BILL AS OF 2/28/11; WHY NOW AGAIN AFTER ALL THESE YEARS???? I HAVE PAPER WORK BUT THEY DO NOT EXCEPT IT!! WHY SHOULD I RE PAY SOMETHING OVER AND OVER AGAIN THAT I DO NOT OWE???? WHERE'S THE LAW TO PROTECT SOMEONE LIKE ME?????? MY EX-HUSBAND IS NOW DEAD AND MY HUSBAND IS ALSO GONE AS OF 2003. WHEN DOES IT STOP????? AND TODAY I RECEIVE ANOTHER PHONE 3/9/11 CALL FROM SOME ATTORNEY A ROSS GELFAND FROM GEORGIA... I DO NOT KNOW HIM; SO I TOOK A MESSAGE THIS AM WHAT THE *** IS GOING ON HERE????
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1 comment
Anonymous
#269121

Do NOT pay anyone any money and do not believe the attorney is actually a true & good attorney. Many companies will buy old debts, even paid off ones and then try to scare people into paying them off again.

It is a scam! If you are only receiving phone calls on this issue, you ask them to send you the actual paperwork regarding the debt,etc and they have 30 days to do so. Chances are the minute you tell them to send you documentation, they will hang up on you. We have had this happen to us in the past.

Plus check your state's statute of limitations on collections - you're likely way past it and they can no longer try to collect. Also make sure you keep that paperwork stating the debt is repaid. Do NOT let them scare you with phone calls.

Demand they registered mail you documentation regarding this situation - if they actually DO mail it to you, I recommend taking it to a lawyer and verifying what they are doing is lawful. Good luck.

Review
#225844 Review #225844 is a subjective opinion of poster.
Loss
$1

Sears has zero customer service

Do NOT purchase a Sears appliance or extended service warranty, it is not worth the paper its printed on.. We have a piece of garbge washer that has been nothing but trouble since day 1. Leaks ( upstairs laundry ) cycles dont work right. Sears has replaced multiple parts, multiple times ( after waiting a month for a service tech to show up , if at all) and refuses to replace this lemon no matter what. Filed a complaint with the BBB and contacted local media to investigate.. Stay away from Sears! Go to any other store , like Home Depot or Lowes. This review written much is nicer then it should be.
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Review
#225625 Review #225625 is a subjective opinion of poster.
Loss
$500

Sears delivery and installation dept are full of liars

sears is full of ***.  my second major purchase from Sears in the past year and they FAIL to deliver without even giving me a call.  they should fire EVERYONE in delivery AND installation.   Once I track them down they tell me they will call me back in 15 minutes.  what a crock of ***!!!!!!  In two days of me calling and tracking the dispatch petson tells me the installers told them that were not getting paid enough and refused to do the work. bottom line.... Sears is full of employees and contractors without an ounce of integrity. my last experience was also a no show even after they called to confirm!
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3 comments
Anonymous
#285342

I agree 100%. Sears completely missed an installation appointment to install a new dishwasher - not only no show but no call.

When you call "customer service" to report it they don't believe you - "are you sure you didn't hear the pnone ring!!!!" Then they reschedule and show up without the dishwasher. I remember when Sears was a fine company which shows my long-term memory must be good.

Anonymous
#283440

Absolute dead-on accurate opinion. I have been trying to get a gazebo installed since last August.

It's been scheduled 4 times and they have blown it every time. I called on a Tuesday to verify an install on Sat. Was assured that every thing was set. Sure enough cone Sat.

They can't find any record of installation request.

As the previous person experienced the contractor Nd sears were arguing over the phone about rates and codes, while I Am on the phone with them!

. Sears is out of control and dishonest with customers.

Still haven't received the phone call I was guaranteed would happen.

Anonymous
#258070

Your are right = the installation department at SEARS is the worst- After several letters/complaints etc. about poor install on my wall oven I got approval to hire my own person and they reimbursed me.

This was done through their social media complaint department.

With all the people out of work you would think they might care about their jobs. Go figure.

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Review
#225340 Review #225340 is a subjective opinion of poster.
Service
Sears Installation

Sears in Rochester, New Hampshire - Poor/Non-Existant Customer Service

Impossible to write all that has happened to me in just 100 words. Surfice it to say that Sears does not stand by it's products unless you are willing to purchase a maintenance agreement from them. I purchased an exercise bike from Sears in December of 2010 that has never worked and after fighting to have them replace/repair it over a 2 month period, I am now demanding that they come get it and refund me my money. They will be picking it up on March 6th 2011. All I've done for 2-1/2 months is make calls trying to get them to either repair or replace the bike! I'm done and will never purchase another non-consumable product from Sears. They do not care about their customers anymore!!!
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1 comment
Anonymous
#258238

How about this...? Bought elliptical from Sears on 2/5/11.

Paid for non-refundable delivery $69.99, also bought 3 yr ext. warranty plan $184.99. Delivered to my home on 2/11/11...I assemble it and realize parts are missing. Call and tech comes out a week later.

A week of workout time missed. Tech brings parts and wallah I can start exercising now right? Wrong, machine wobbled something awful and kept a noise so loud my wife & son wouldn't have been able to sleep....neighbors too possibly. Calls Sears and asked about their pickup policy as I decided I didn't want this machine anymore.

They told me they'd pick it up and that I DID NOT need to disassemble it. Pickup crew arrives a couple days later, looks at machine and decides they could not move it. Called up Home Delivery and then they tell me I have to disassemble it and they'd have to come back another day. Found this to be unacceptable and drove out to the Sears to speak with a manager.

She tried helping but there was not much she could do. Went back home disassembled it and scheduled another pick up. They take it this time and now I have to wait for a refund of my money within 3 - 5 business days. If I do not get a full refund after all of this drama I will be sure to report Sears to the BBB, the Maryland State Attorney General, and any media outlet that will report on this.

Citizens should not have to deal with this level of unorgaznied interaction.

I even asked for some paperwork that would outline the provisions they claim are set in stone and of course they couldn't produce anything. I will follow-up soon on this.

Review
#225259 Review #225259 is a subjective opinion of poster.