Sears Reviews and Complaints
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Lack of Service from Sears
I called sears repair service to have them come out and look at my dishwasher. When it starts up it is vewry noisy. I called on 2/25/08 to make an appointment. I explained to the rep that I work nights and need to have the serviceman at my home between 8:00am and 12:00pm. I thought the person on the other end said they could have some one at my home on 2/26/08. I thought great, next day service. WRONG! I heard Tuesday but the person (not american born) said Thursday. Tuesday 2/26/08 came with no phone call to set up a time. So I called the Sears 800 number to see what was going on. This is when I found out my appointment was for THURSDAY(2/28/08), not Tuesday. So again, I explained that the repairman needs to be here between 8-12 because I work nights. Can you guess what happens next?? Yep, no phone call again. So again, I call Sears 800 number to make a complaint. We set up another appointment for 3/4/08 and again I explained to the person that the repairman needs to be here between 8-12 because I work nights. Here it is 3/4/08 and (can you see a pattern developing here?) no phone call. So I call again and ask for the complaint department. I get sent to the Nat'l Complaint Dept. Again I explain to the person on the other end that I work nights, and need to have some one here between 8-12. Each time they say we can only give you a time frame of 8:00am-5:00pm. I guess the world just revolves around 8:00-5:00. Evreything stops dead in its tracks at 5:01pm. I asked the rep on the other end if I can get my local Maytag repair man to look at my dishwasher and send Sears the bill. The *** dishwasher will be out of warranty before Sears will understand 8-12. I will neber by Sears again. I hope they drop off the face off the earth.
6 days ofter ordering a Levi's duffle dubag on-line ("pick-up at store") there was no contact from Sears. Of course the merchendise was absolutely available when I called them before. After my first complaint They kindy informed me that my order had been cancelled. Would be OK if they simply let me know about that ASAP after ordering. In that way I would have been waiting half a year with no response. ---This is the line to fulfill minimum capacity of 100 words comment---This is the line to fulfill minimum capacity of 100 words comment--- No more Sears!
I write this letter in extreme frustration with Sears and the inability to deliver on the promises that have been made. 1/1/08, the washing machine stopped working. I contacted Sears to have a technician come out to repair the machine. The appt is 1/24 3 weeks later. The technician was to arrive between 1 and 5 PM, he arrived at 7. He could not repair the machine or determine what was wrong as it was a stacking unit & that required 2 technicians and that since the serial numbers located in the washer door has rubbed clean he was not able to determine what type of machine we had, then charged a service call fee of $65.00. I contacted Sears and they were very sorry and would refund the service charge, & made a new appt for the 29th. The technician did not show, & made a new appt. He ordered a part. When it arrived the technician came out and installed the part. The machine still did not work. So they ordered several other parts & again a no show for the appt. They set up another appt. The mgr at Sears stated she would make arrangements for us to be reimbursed for the laundry charges. I contacted Sears 2/15 & was told that the most I could get reimbursed for the laundry for 2 months was $60.00, & expect in 5 – 7 days. I have not received it. The technician came out & again installed new parts. The machine still did not work. One Monday 2/25 I contacted Sears again. I spoke with Monica & she stated that she was authorizing a replacement of the machine & another $100 in laundry reimbursement & that someone would also be contacting to reimburse me the service charge. T2/28 I contacted Sears again. I spoke to Mike who stated that Monica should not have authorized the replacement as we had not had 4 service calls. I explained that the service call this Saturday will be the 7th service call. He stated that since Sears had not showed up on 2 of the service calls & that the other 2 calls did not include replacement of parts, I would have to endure at least 2 more service calls in which they installed more parts in the machine prior to having the machine replaced. I explained, that Sears has already spent more in parts that the machine cost when I purchased it. So after 1 ½ hours, 2 disconnections & explaining myself 5 times, Sears has decided that I am to receive nothing in the way of customer service. Sheryl
Sears Canada 'Ship-A-Gift' Program - DON'T WASTE YOUR TIME!
On January 23, 2008 a crib mattress was ordered through Sears' 'Ship-a-Gift' program. The delivery date was for January 30. On the 30th I received a phone call saying my mattress had been put on the wrong truck and instead of going to London (where I live) it was now in Cambridge. I was told that it should be here by the weekend. When Saturday evening arrived I called the Corporate Customer Service (CCS) line to find out what was happening. I was then told that it should arrive on Monday or Tuesday (Feb 4 or 5). When Tuesday evening arrived and my mattress hadn't I again called the CCS to find out when my mattress would arrive. I was basically told that they had no idea where my mattress was and that I should call back at the end of the week. Friday evening (February 8) I again call CCS to see what's happening and again they still have no idea. I am asked to wait one more week and call back. On Friday evening I was finally told that it would be here on Thursday February 21. I received a phone call on February 19 telling me that my delivery would be on the 21st. I was not going to be home so I called the number provided to make other arrangements and was told that they didn't have me booked for delivery as the mattress had not yet been received here in London. I was also told that it was delivered to the wrong location and needed to be redirected! What? Again? You've Got to be Kidding, Right?!?! Nope! Today is February 25th and this ridiculous ordeal is STILL going on. My mattress STILL has not arrived. Sears STILL has NO IDEA of when it will be delivered to my home. Here's a good one! After nearly 5 weeks of waiting I was just told yesterday (through an email) that I could cancel my order if I wanted to. I told them that after all this time they should be giving the mattress to me for FREE for all the time and effort I have spent on this and to compensate me for my extreme patience (still waiting to see what's going to happen with my request). It should be noted that the mattress that was ordered has NEVER been on back-order so there is absolutely NO REASON why it should not be here. There is one reason and ONLY one reason why I don't have my mattress - because ONE employee who works in shipping who can not read a delivery label correctly. Ridiculous! I honestly can't believe that a company as large as Sears could be so incompetent. Get this one! Sears has a policy that when an item gets delivered to the wrong location they take the item and put it on a truck and let it sit there until the truck fills up and ONLY then will they send the truck back to Belleville so the item can again be sent back out for delivery. This process can take up to a week, possibly longer (in my case, 5 weeks and counting). The reason behind this? Sears needs a credit card number to generate a new order! Hrmm, what's the deal with my mattress then? Sears got a credit card number when the order was placed through the 'ship-a-gift' program so as soon as this item was shipped to the wrong location a new order should have been immediately generated (that is their policy). This would also have meant that I could get my mattress (a gift for our new son) in a timely manner. Apparently this is just another excuse in the long list of excuses that they seem to have when it comes to why items aren't received. I seriously doubt that they will get any further business from either the sender of the mattress or myself as they honestly don't deserve it. Should I receive the gift cards I asked for I will use them! I want to get what I rightfully deserve but then you can rest assured that I will boycott the store - there are plenty of other stores that will happily take my money AND provide me with quality customer service too!
Sears Shipping Service
Sears in Dallas, Texas - On Delivery Date, No Delivery!!!!!!
I purchased stainless steel dish washer, refrigerator, and wall on Jan 5th 2008. The delivery date was Jan 17th 2008. On Jan 17th 2008 the only that should up at my home was a WHITE DISHWASHER!!!!!!!!!!!!!!! Wrong color! The fringe wouldn't be delivered til Jan 23 and get this the wall oven wouldn't get deliver til Feb 16th!!!!! If you need your appliaces asap don't buy them from sears. Now that the wall oven has finally arrived guess what it has a scratch on the front of it. It's been 6 exausting weeks in dealing with Sears...although the prices are good I don't know if it's worth the hassel! Really, I do have a full time job and then I had to almost call sears daily to find out where my appliances were. At one point in time the oven had misteriously been canceled for delivery. The sales associates did not ring my sale correctly so I had to call Sears Credit to straighten that out. I would guess that I have been on the phone with sears on average of about 3 times a week for the last 6 weeks. I know their phone number by heart....which in itself is truely sad! Good Luck!!!!
Sears.com forces gift card for returned items
I Tried to return some clothes bought at Sears.com to local Sears store. It took about 45 minutes and five people and they still couldn't figure out how to complete the return. In the end, they could not put refund back on my credit card- I was fored to take a Sears gift card. When I called corporate customer relations, the woman on the other end said "Yeah, that has happened to me, too." Her manager said "well there is a problem if you are returning something that store doesn't carry. I asked her "Shouldn't Sears fix that problem?" She got hostile.
Sears Provides Horrible Customer Service
On 2/18/08 my husband and I went to Sears Hardware to purchase a toolbox. While we were shopping we noticed a pool table that was marked down from $249.99 to $125.00. The sign stated that the item was discontinued. We decided this sounded like a good deal and we wanted to purchase it. I combed the store for an associate to assist me to no avail. I then went to the register and asked the associate working there if she could find someone to assist me as I was interested in purchasing the pool table on clearance. It took 15 minutes for her to find anyone to help me. When the associate did arrive to help me I explained that I wanted to purchase this pool table that was on clearance. He said no problem and set out to locate the item. 20 minutes later he returns and states that I cannot have the item for the price listed on the sign that the price was for the floor model only. I pointed out to him that the sign said the item was discontinued and there was no mention that the reduction was for the floor model or that it would be an as is purchase. Additionally I told him I had been an employee of Sears in the past and had been responsible for setting up displays and signs and I knew what the sign was to say if it was a floor model only purchase. The associate, David was growing frustrated as he could not explain why he could not honor the price on the sign or why the sign was worded the way it was if it was meant only for the floor model. I asked to speak to his manager. David said he was out having a cigarette break and he would be right in to help. Another 20 minutes later, the manager Keith comes over to talk to us. Again we are told that the price is for the floor model only. I explain to him that this is not what the sign says and he shrugs his shoulders and says sorry. My husband growing upset asks to speak to his manager. My husband tells the manager Keith that he owns his own business and that he would never treat a customer this way. Then David, who is now helping another customer, starts getting into it with my husband in front of the other customer. David says to my husband, “where do you work because I'll be sure not to go there because you are a ***”. He then calls my husband a ***, tells us we are ***, and states he wants to take my husband outside to fight and does not care if he loses his job. David actually walked away from the customer he was with to yell at us. Throughout this whole ordeal the manager just stands there and does nothing. He has no control over the situation or his employee what so ever. The manager gives my husband the Customer Service number and we leave. The very next morning I call the Customer Service number to file a complaint. I speak to Kelly. Just as I finish explaining the whole ordeal their phone conveniently disconnects me. I call back and speak to Joseph. Joseph states that what I just told Kelly was not entered into the computer and there was no record of the call. I again have to explain my story. After going through everything a second time, Joseph can do nothing and puts me through to an HR representative named Henry. Now even though I have told my story twice and it has been entered into the system by Joseph, I am asked to tell it AGAIN. After telling Henry all of the details he puts me on hold to call the store manager, Keith to see if he can resolve the issue. 10 minutes later Henry comes back to the phone and says he spoke to Keith and Keith is unwilling to honor the price and therefore there is nothing more he can do because the manager makes the ultimate decision. Henry said that the store manager, Keith admitted that the sign was wrong and the product was wrongly advertised but he would not do anything about it. I am thinking, ARE YOU SERIOUS??? Obviously the store manager, Keith is not going to agree to the price or we wouldn't be in this situation to begin with. At any rate, Henry offers to transfer me to Sherry so that I can file a formal complaint. Of course I have to tell my story yet again to Sherry. Sherry takes my complaint and informs me that Sears’s protocol states that I have to wait 48 hours to give the store manager, Keith, the opportunity to call me to try to resolve the issue. If he does not call or the issue is not resolved I can call back after the 48 hours has passed and request to speak to the district manager. To no surprise the store manager, Keith, did not call. Today, 2/22/08 I called the Customer Service line again. I speak to a lady named Judy, explain that I have waited my 48 hours and I now want to speak to the district manager. Judy tells me that I was "misinformed". Judy says that my complaint against the associate, David and the manager, Keith has been filed but it is an internal matter and is confidential so therefore I would not receive a call back nor would I be given any information as to the result of my complaint. In addition, Judy states that my price complaint has been closed, that the store manager, Keith is the person with the ultimate authority in the matter and if the HR representative, Henry couldn't get Keith to honor the price then that was all they could do. Judy refused to let me get in contact with the district manager and refused to let me speak to her manager. I decided to call back and try again. I spoke to Tracy who reiterated Judy's statements and also refused to let me speak to anyone else. This is what they call Customer Service? Does anyone care about the customer anymore? I am just baffled that a store that has been in business for so many years really does not care about those of us who are keeping them in business.
Sears in Jacksonville, Florida - Rude employees
I went to the Orange Park, Florida Sears to return an electronic item. I had the receipt and upon entering the electronics department, the item beeped. I immediately told an employee that I am returning an item and I waived my receipt. I waited in line, and then a different employee named Greg who was blocking me from the register took over the register. I stated that I was making a return and he rudely said that I could not return the item. I said that yes I can because the date on the receipt says that I can return it until March 30, 2008. With an attitude, he yanked the item from me and then with an angry tone got mad at me because I paid for it over the internet (with my Sears card). He threw the receipt at me showing my credit on my Sears card. Then, I said that I wanted to purchase a similar item and he yelled at me that he was refusing to sell it to me. Shocked, I asked for a manager. He called the manager and told the manager that I was mad because I was not getting my way. No manager came. I had to raise my voice and ask another employee to call the manager because I was not leaving until I spoke to a manager beacause I was going to make sure that the manager knew how rude that employee Greg was in the electronics department. The manager came over and he was fair and explained to me the store policy and then he had another employee ring me up downstairs. I was told that the store manager would call me, but guess what noone called me. Tommorrow, I will call their corporate office and let them know how rude that employee Greg was. Also, upon telling Greg that I would report him, he yelled at me his employee number. I have been a loyal customer for years at Sears, but not anymore!!!!!
Sears in Cumming, Georgia - Poor service and rude people
I purchased a high end Whirlpool washer and dryer from Sears. While in Warranty the washer had a balance problem that was very bad. I called it in and they came out and said nothing was wrong with the unit. A week later I called agin for the same problem. They told me on the phone that there was no problem and would not come out to fix it. One month out of warranty, the washer bounced aross the room and knocked parts off of the unit. I called Sears and they were very rude and stated my washer was out of warranty and I should have called them if I had a problem. After explaining that this was preivious ticket that was not fixed and that I did call and they told me nothing was wrong, they still said well it is out of warranty so tuff luck. When I got pissed and asked for a supervisor, they hung up on me. I later called them out and paid $65 for a Sears tech who again found nothing was wrong. I considered leaving the washer on the curb and have it picked up by charity, however, I called whirpool and they came out and found the basket was out of round and fixed it for free. Sears have fun going out of bussiness. Tuff luck and KMA. A former loyal customer of 30 years.
Sears in Windsor, Ontario - Riped me of, charge me for panama even i did not use all my minutes
i got today my bill for sears connect, my doughter moved to panama. i have plan for 800 min./a month i used 534 but was charged 89c per min. to panama. why i was not informed about that. australia it is ok but clouser panama not. how is that?i think it is not right promis people that you have 800 minutes to call all over the wold ----are some countrys are excluded? how come they forgot to tal me?i hope that nex person will be informed which country are excluded. tomorrow i am out of sears connect. thank you very much for ripping me of. sincerely mtl
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