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Just when I thought Sears' customer service couldn't get worse...

This is the fourth avenue I've used to get some degree of satisfaction from my recent purchase at sears.com, and I honestly have no real hope that I will get anywhere again, but I have no other choice. I placed an order online at Sears.com almost a month ago. I received one of the items delivered to my home in a timely manner, with updated information on the sears.com website and through my email. However, two other items on the same order have not been shipped to me, have not had a status update on sears.com, and no one at the sears store or through customer service can seem to tell me what's going on! A few days ago, I tried at least six times to call the local store to see if perhaps the items were shipped to the store and I was supposed to pick them up. Once I went through the voice activated option and listed "merchandise pickup" as the department I wanted, I told the guy that answered that I just needed to know if my order had been shipped there or not - he told me to hang on and then tried to transfer me to another line where the phone rang at least 20 times and I finally hung up. I repeated the process and the same employee answered and put me on hold for 3 or 4 minutes, came back on the line and offered to call me back but before I could give him my information, he said the person he was trying to put me on the phone with was available now and he would transfer me - he then put me on hold for ten minutes before I hung up! I then called again and pressed 0 to speak to a customer service rep, who gave me the "direct number" to merchandise pickup, which got me to the same guy I was having trouble with before! I simply hung up when he answered and called customer service again. This time a lady offered to look up my order but then couldn't find it in the system after several attemps using my personal information. She then put me on hold while she "tried to find it another way" and never came back on the line after 6 minutes. Later that night, I tried to call the store again, and didn't get anyone in merchandise pickup to answer the phone...so I tried customer service again. This time the person again couldn't locate my order and said that the systems were down and he would have to call me back when they were up again! If the systems were down, wouldn't he have known this BEFORE he started trying to search for my order using my address/order number/and home phone number?!?!? To his credit,he did call me back shortly, only to tell me some long story about how some glitch had occurred on the sears website that caused my order to be sent to the store by UPS, where the package was refused and sent back...? He said to wait three days and then go into the retail store to the women's apparel department and they should have my order. And so I just did. My husband and I gave the short version of the story to the lady at the counter, and she immediately told us we'd have to wait for a manager. She called him once and after five minutes, called him again...with no response. Several more minutes later, the lady at the counter said the manager had called and he was on his way. We probably waited 15 or 20 minutes total before two people finally came to ask what was wrong. My husband and I weren't terribly upset at this point, and were honestly very calm about the situation and just wanted someone to help us. When it became clear that it was an online order, the gentleman then basically told us there was nothing he could do and that the sears.com people just didn't care and was trying to pawn us off on him at the sears store because they didn't want to deal with it! (Obviously he didn't want to, either.) I understand that maybe he couldn't do anything, but there is a way to say that to a customer and he needs a class or two on how to do that. He became incredibly rude and made it clear that he thought the sears.com people were lazy and incompetent and rather than being interested in helping me, he just told me to return the items! I told him I didn't want to return them and he began to just walk away, all the while just telling me to call them. I then asked him for the corporate phone number, and he again told me to call them for that! He said, and I quote "they can give it to you. They may not...but they can."!!!! My husband just spent 30 minutes on the phone with an extremely nice lady in customer support, who just now told us our order was in fact at the sears retail store we just visited - and had been there since 11/23!!! If Bryan, the so called manager, had taken five minutes to listen to what we were saying and actually give a %#@* about our problem, he could have most certainly found our order! Now we have to make another trip to pick it up, and after all this, I'm still not sure if we'll find it! I won't be shopping at the sears retail stores again, or at sears.com. And I will be telling all of my friends and family to do the same.
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Review
#212190 Review #212190 is a subjective opinion of poster.

Sears in Mountain View, California - Sear delivery dont keep their time slot

Sears appliance delivery did not keep the time slot they promised for my washer dryer. I waited 3 hours in the rain for them to show up. They did not show up and did not call. There phone service keeps you on hold for 30 minutes on average and the staff can't help. I am never going to buy anything from sears again. Advise you to do the same. Home depot and LOWES are great. I bought a lot of stuff from home depot and Lowes there are issues with everyone however, none such big as was with Sears. They dont respect customers time!
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1 comment
searssucks!
#227179

I know your frustration! My appt was supposed to be from 10 AM - 2 PM and they didn't show up until 6 PM!

I paid a house sitter ALL DAY to wait for them and it ended up being a waste of time and money (in addition to the dryer which stopped working after only 2 years!). I am furious!

Review
#212184 Review #212184 is a subjective opinion of poster.

Sears in Taylor, Michigan - Sear has the worst customer service ever

I called a sears store to see if they had an ereader that I needed, I was told there was 2 available. The lady told me she would put it on hold for me since I had to drive 40 minutes to get there. When I arrived in that department I was told they did not have it on hold, and did not have any in stock. I was informed by the manager that I talked to someone in their customer service dept, who is really located out of state. The lady made it seem that she was at the sears that I was going to and that she was personally going to put it on hold. They wasted my time and gas. I truly HATE sears and will never shop there again.
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Review
#212179 Review #212179 is a subjective opinion of poster.
Service
Sears Manager

Sears Repair Service

I had a repair set upor Sautrday 12/1. The website states that the tech will call befor arriving. He called when at my door. Not hearing them, dispatch called and said he was there. I called them back, they daid they would have him return. I would hear from the in 20 minutes. 45 minutes later I had to call back. Now he was out of the area. The next Saturday they are available is 1/8. Supervisors and Customer Service reps could not givre any additional help. Was told the websdite is incorrect. Then, why is it there.
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Review
#212167 Review #212167 is a subjective opinion of poster.
Service
Sears Repair

Do NOT Buy Extended Warranty from Sears

Have you ever thought of buying extended warranty for your appliances at Sears? If you have, think twice before you act, or you may end up with a story similar to mine. I bought all my kitchen appliances at Sears last December, and they are, as of this date, still under manufacturer's warranty. When I found that my range was not working properly, I called Sears Customer Service, and the lady who answered the phone told me that she would send a technician to my place to check it out, and had the appointment scheduled for me on November 18, between 5-8pm. However, because I live alone and I only finish work at 5:30pm, and it takes me at least 45 minutes to get home from work, I specifically asked to have the technician come over after 6pm (only because I have an understanding boss and I know that she would let me leave around 5pm because of this). The lady told me that she would note this down so that the technician would only come after 6pm at my request. Then, the day before November 18, another lady from Sears called me and informed me that my appointment had been cancelled, and she would re-schedule it for November 24, again, between 5 and 8. I was okay with postponing the appointment date, but then I reiterated that I wanted it after 6pm, as there is no way I would be home by 5. The lady then said that she could see the note on my file, and they would have it arranged accordingly. On November 23rd, a lady from Sears called me to confirm the appointment the next day between 5-8. I, again, told her that I would not be home until 6pm, and asked her to verify the note on my file. She said she could see it, and said that they would try their best to be there after 6pm. On November 24th, I left work at 5pm and got home before 6. When I checked my voicemail, I was angry because the technician left me a message and said that he was at my place at 5:07pm and since no one was there, he was unable to service my range. I then called Sears Customer Service immediately and told the representative the story, and he said he would have another appointment scheduled for me on December 2. Of course, I repeated that I wanted the technician to come over only after 6, and I also requested to speak to a supervisor just to make sure that my instructions would be followed this time. However, the guy refused to let me speak to a supervisor, and said that he would send an "email" to escalate the issue to the supervisor of my local servicing branch instead. On December 2, I left work at 5pm again and got home before 6pm. Then, around 7pm, the technician from Sears called and told me that there was a "mechanical problem" with his truck and he would not be able to show up that evening. He suggested that someone else come over to my place Saturday, December 4th, morning between 9:30am-1pm instead. I agreed, though I was kind of shocked that they offer weekend service, which I had never been informed about. Surprise, surprise, I waited all morning at home till 1pm on December 4 and no one from Sears ever showed up. I was furious and I picked up the phone and called Sears Customer Service around 1:10pm, when I told the representative about the technician not showing up that day, she told me that my appointment was initially scheduled for Friday, December 3, between 8am-8pm, and the technician could not service my range because I was not home that day!!! I was going insane that I was speechless for a while. I then told her my side of the story... Again, she re-scheduled another appointment for me on December 7, between 5-8. I, again, emphasized that I would not be home until 6pm, and she reassured me that she had it noted down. On December 7, I got a call around 4:30pm, when I was still at work. It was the technician from Sears, and he informed me that he would be at my place in about half an hour. I plainly told him that there would be no way I could make it home within 30 minutes even if I were to leave work immediately. (And, how can I ever ask to leave work that early?) I asked if there would be any way he could go to my place later that day, and of course, the answer was negative. As one can imagine, I was extremely mad and I called Sears Customer Service right after I hung up with the technician. The representative tried to help but she could not do much, so she transferred my call to the "second level customer support". The lady that I spoke to at the "second level" appeared to be helpful, and she called my local service branch while putting me on hold. When she came back on the phone with me, she indicated that she had everything sorted out for me so that the technician would show up at my place only after 6pm. I was very delighted about her service (at least at that time), and I left work almost immediately after getting off the phone with her as it was already 5pm. So, I managed to get home before 6pm and waited. At 8:30pm, I was starving and frustrated, no one had yet shown up. So, I called Sears Customer Service, and requested to speak to the "second level support" after 10 minutes of wait. The guy who answered the phone gave me "the direct number (1-866-712-5008)" for the "second level support" to call, and when I asked to be transferred to that number, he said that he could not transfer me due to some technical issues with the call transfer function, and he told me to call that number myself. So, I got off the phone with him and tried that number. A record message confirmed that I was calling Sears, but the ridiculous part was that it was mentioned that their office was closed, and that their office hours were from Monday to Friday, 7am to 10pm ET... It was not even 9pm ET on a Tuesday when I called them! I was more than pissed at that time and I had no choice but to call back the "regular" Sears Customer Service line. To save my time, I requested to speak to the "second level support" again, and when I asked if there is any "direct number" to contact the "second level support," I got a negative answer. (So, I was fooled by the "sun of the beach" the first time...) When I got connected to the "second level support," I thought I was finally going to receive some help, but I was totally wrong. The lady by the name of Patty (she refused to give me her last name for fear that I would file a formal complaint against her) was totally not helpful, to say the least. When I told her my story and how I had requested for a post-6pm service, instead of apologizing for the inconvenience, she bluntly told me "you should make yourself available when you have an appointment"! I could not help but yelled at her, as I believe that I had already put a lot of effort into making myself available, it was only that they had never cared about their customers. She then continued and tried to tell me their scheduling policy, and said that the service branch usually plans their service route the day before the appointment. Yeah right, how many times had I repeated that I would not be home before 6pm? And if they had any sort of planning at all, they could have arranged to service other places before mine. She subsequently told me that she would send an "email" to my local service branch manager and request them to call me within the next two days. I waited for almost a week and no one ever cared to call. So, on December 13, I called Sears Customer Service again. I said a few words about my horrible experience I had with them and the lady started to throw at me their "policies" again. By that time, I had no more energy to fight with them and I simply asked her to shut up and just schedule an appointment for me, as I would have a week off. So, the appointment is scheduled for today, between 12-4pm and it is now 2:35pm, and here I am waiting. I am hoping that the technician will show up today. Ironically, I got a call from Sears yesterday, a telemarketer trying to sell me their extended warranty as my manufacturer's warranty for all my kitchen appliances is expiring soon. I told the lady outright that I was not interested, but she continued on and on, until I told her that I was extremely upset with the lack of service that I am receiving from them. I still have to see if they would charge me for fixing the range before I can comment on that part (I would not be surprised if that would happen from all the posts I have read about Sears so far...) The bottomline is, if you have a regular full-time job working Monday to Friday or if you have better things to do than to wait at home and end up getting ditched, DO NOT BUY extended warranty from Sears. If at all possible, avoid buying anything that comes with warranty at Sears.
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1 comment
Anonymous
#227364

I agree with your assessment 100% and only wish I had read this before I bought an extended warranty from Sears on my washer. Trying to get it fixed has cost me more money than buying two new washers.

Sears ordering and scheduling departments are worthless! I will never buy as Sears again.

Review
#212038 Review #212038 is a subjective opinion of poster.

Sears in Kankakee, Illinois - The customer service and a manager were so rude to me and when i said i needed to make a payment, th

i was disquisted by the idea that an associate could be so mean and careless and also it took me 2 hours to get out of there when i just bought a hat and plus they charged me 25 dollars for a 6 dollar hat and she was constantly argueing with me that there was no receipt printing out and the manager didnt help either cause when i told the store manager that his employee wouldnt give me a receipt, he said the transaction was finished and he couldnt do anything and i just left. no body should ever have to endure what i did... so if youre reading this, dont ever go to sears on shepherd
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4 comments
Anonymous
#228294

Cashier could have voided the transaction and rerung it.

But complaining here doesnt help you should have asked for a new reciept.

I am SURE a manager would have done it.

But if your just yelling at people Id tell you get out...

Treat retail people the way you would want to be treated and I am sure you will get awesome service.

Anonymous
#228249

If the transaction is over, and the receipt didn't print, there's actually nothing the cashier can do. It's a computer problem, end of story.

Anonymous
#225810

Just because someone does not spell correctly does not make them a child as you presume, and if they have a complaint they have every right to air it on this site. I find your comments Tasha is a cry for help, you go on about six year olds and a child, I find you have pedifile tendencies. Seek help Tasha

Anonymous
#225749

Basically because this six year old did not get her way(obviously they are six judging from their spelling, grammar and attitude) that means that the manager and cashier were rude to them. As a matter if fact if she/he can't even type at a second grade level perhaps they were mistaken over the price of the hat.

How can it be rude when there is not receipte printing. Then this child seeing the receipt is not printing still argues.

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Review
#212030 Review #212030 is a subjective opinion of poster.
Service
Sears Manager
Loss
$24

Sears On-Site Warranty Craftsman Snowthrower

About two years ago, I was looking for a higher end consumer snowblower, and I settled upon a Sears Craftsman Snowthrower Model 88115, paying an extra $200 for a 5 year onsite warranty. I had the machine stored in my garage, and a snowstorm hit, and my driveway is covered in snow, so I pulled out the machine, and it doesn't start. Now I can't get out, and I need to get to work. Called Sears warranty, and they tell me I have to wait 2 weeks for 'onsite' service. This is the third time I have had to call, and a wait of 14 days virtually undoes the reason for having a snowblower in the first place - not having to pay another person to do it and to have the convenience of a cleared driveway at soon as possible. That warranty is almost useless. I am going to have try and get this fixed myself.
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Review
#211890 Review #211890 is a subjective opinion of poster.
Loss
$1200

Stealing at Sears, Naples, FL

About 5 or 6 years ago, I was using the misses dressing room at Sears at our Naples, FL mall. When I tried an item on and went out to show my husband, someone took the pants I was wearing from the room. They were hung up (as if they were new) and my diamond wedding rings that were in the pocket were missing and never found. Two days ago I was in the same dressing area--the pants I had on were taken and moved to another dressing room. I have received very little satifaction from management in either of these cases. I would not recommend shopping at this Sears. As always, buyer beware!
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2 comments
Anonymous
#229385

I am sorry, but that's your own fault! Why would you leave your diamond rings unattended for any length of time?!?

And if it happened beyond your notice then I assume that you left the fitting room area.

If you'd been smart about it and stayed close the the fitting room, then you would've seen the associate carting off your pants. Secondly...if this happened to you once, why on earth would you leave your clothes behind a second time!?

Anonymous
#228381

??? What did you put your pants on their hanger?

I do not understand how an assoicate would have thought your pants were storestock! It makes no sense

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#211797 Review #211797 is a subjective opinion of poster.

Sears in Casper, Wyoming - Terrible Customer Service!!!!!

We had a $100 gift card for Sears. Went to purchase a fridge replacement water filter with the gift card at the local store. The checkout girl couldn't ring up the item for some reason so I ask her to go grab another one or speak to the appliance person. She said "I don't know where the appliances are located so go grab another one!" I mean the store is the size of a grocery store in our town. I looked at her and said get your manager up here. She said no so I personally went to get another item and get the upc code for it from the appliance woman! Sears is an antiquated dinosaur with terrible customer service. I'm sure she just wanted to get home to her unemployed boyfriend and smoke some *** So Sears, Kiss my ***! Idiots!
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2 comments
Anonymous
#225254

You hit the nail on the head,Sears Kmart are dinosaurs and are like dealing with a third world country shopping with them. Its been years since I went into there stores. I work with consumers conplaints and here about these two stores and there repair service A+E Factory service more than any other business.

Anonymous
#224373

Your the one that is smoking something! :upset :upset :upset :upset

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Review
#211777 Review #211777 is a subjective opinion of poster.
Service
Sears Manager

Sears.com is my worst customer experience EVER!!

Sear.com is my worst customer experience EVER!!! They cancel my order by giving the reason "not available". But the item IS available online in stock right now, at the same time they are canceling my order. I bought these stuff because I got a Mastercard Promotion offer of getting $500 back when spending $1000 at Sears.com in the past three days. Their cancellation of order disqualified me from this promotion. And this promotion is a one time chance. Congratulations on their success marketing strategy that draw people's attention and cancel the order. Plus it takes years to wait in line to talk to their customer representative and centuries for them to pull out my order information. This is insane. I won't do business with Sears any more. I am gonna tell everybody "AVOID SEARS.COM BY ALL MEANS".
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Review
#211656 Review #211656 is a subjective opinion of poster.
Loss
$1000