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Sears Delivery Customer Service is horrible

I purchased a dishwasher from a Sears store on Saturday 12/29/07. The associate was very nice and everything went smooth. We set up delivery for 12/31/07. I received a call around 6:00 PM the night before to inform us that our delivery window was between 1:15 PM and 3:105 PM. When they stated our address on the call it had one number incorrect. When I spoke to the associate, she corrected it and said we were all set. The next day, it was past 3:15 and no dishwasher had shown up. I called Sears 800 delivery line and the first customer service associate Mark informed me that the computer said the delivery is on time and he could not track the delivery person. I called back immediately because I didn't believe him and talked to a nice lady who put me on hold for 13 minutes and told me that she called the warehouse and that the dishwasher was routed out to me and should be there soon. I waited another 30 minutes and still not delivery and called again. This time I had a lady who rushed me through the call said that she will call the delivery person and they will call me back in two minutes. Again, another 30 minutes and no call or dishwasher. I called again, and I spoke to a lady in AZ, who then put me on hold for 10 minutes and then said because I changed my address the night before (by one number) I would not be getting my dishwasher today. I asked for the supervisor. Jennifer, the call center supervisor told me that if an address change happens after 3:00 PM the day before, then the delivery has to be rescheduled. I asked her then why do you call people at 6:00 in the evening and she said it is automated. She then said that the next delivery day available was 1/3/08. I said that I wanted it earlier because of the mistake and no communication by Sears and she said that was impossible. She also tried to tell me that their customer service center had a lot of new people and they needed further coaching. (Sounds like everyone needs more training, especially Jennifer!) Jennifer, told me that she is a single mother working two jobs and takes all mistakes personally. Unfortunately, Jennifer needs to take it a little more personal because once I got off the phone with her, I called the store I purchased the dishwasher from. I spoke to a great guy, Dave. He called the delivery center and they did not schedule my dishwasher for delivery on 1/3/08. He apologized and was very angry himself. In my opinion, the store employees are much better trained then the support staff. I am crossing my fingers that I will get my dishwasher, but I am not holding my breath!
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1 comment
Anonymous
#1517

again sears delivery is done by sub contracors so when it sold everything goes to subs for delivery set ups. Sears chain of command is a joke. So even the stores manager or your sales person can run into the same problems you do, theres no magic buttons for them to help you until the sub contractors got there people lined up and ready.

Review
#109756 Review #109756 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$700

Sears in Montpelier, Vermont - Ruined Surprise

This is most of a letter than I wrote to Sears Consumer Relations (Ha!) "I have a serious complaint. I am absolutely livid, and hurt beyond description. This particular incident has happened before with Sears and I swore that I would never shop there again. Unfortunately for me, I made the mistake of doing so again. My 25th wedding anniversary is approaching in December and I gave a great deal of thought into a suitable gift for my husband. After much comparison shopping, I decided to purchase a new gas grill for him. The item was considerably more expensive than my average purchases and therefore a major decision. I purchased the grill, and with the assistance of a very helpful sales clerk who knew all about the occasion it was purchased for, I arranged for it to be delivered to a local store. I then made arrangements for a friend to pick it up for me. A neighbor was contacted and asked if he would mind storing it in secret until December. The person who picked it up actually had to bring it to another person’s house temporarily where it still sits awaiting to be delivered next door. All of these people have been involved in helping me prepare a surprise for my husband. Today my husband picked up our mail and lo and behold, here is an envelope from Sears with “IMPORTANT INFORMATION ABOUT YOUR NEW GAS GRILL” right on the outside of the envelope! Did it ever occur to this company that perhaps some major items just might be gifts? How many other people have had surprises ruined by the “system” that Sears has in place? When I called to express my feelings, I was very mechanically asked if I cared to be put on a “do not mail” list. No, that is NOT my preference! There might be recalls or other important information that I DO need to receive. I believe that I was asked whether I wanted the Protection Plan when I purchased the grill and I responded with a no. The greed and utter lack of consideration in your pushiness to have people purchase these plans has totally ruined my special wedding anniversary. I find it difficult to believe that this has not occurred with other customers." Their response was lackluster, but they said that they would send it to their "Resolutions Dept". I called again today, and after being on the phone for almost 2 hours, passed from person to person and made to repeat the entire story each time, I was finally informed that it was too bad, but that was the way their system worked.
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Review
#109686 Review #109686 is a subjective opinion of poster.
Product
Sears Protection Plan

Sears: Worst customer service possible

Let me start off by saying that I was previously an extremely loyal customer of Sears for over 20 years. I have numerous products that I have bought from Sears in my house now and in th epast have recommended Sears products and service to friends and family. With that said I will NEVER shop at this store again. I have heard stories about recent complaints with Sears customer service, but was never affected by it and had never had any problems what so ever. Over the last 2 months I have had major problems with getting products repaired and with customer service. First, my washer stopped working. I called Sears to have it repaired. At that time I was given 2 options for the repair. One was a lower amount that would cover up to a certain amount and i would have to pay any additional fees. The other was a higher price, but would cover all costs associated with the repair and included a one year warranty and guaranteed a replacement if not fixed. I chose the latter, and 2 months later still waiting to have it finally completely fixed. On the first visit, the tech came out and exchanged some parts. My mother had asked him to stay to make sure it worked, but he said he turned it on and it will. He left. She then went on to use it and it stopped working at the same spot it did before, when iit came to the rinse and spin. I immediately called Sears to tell them the problem and the fact that the tech left without making sure it was fixed. They said he could not come back and rescheduled for 2 WEEKS later. Another tech comes this time and changes some parts and stays this time to make sure it works. it works when he's there. The next day the same problem arises. I call Sears again and tell them about the problem, and they say another 3 weeks till they can come out. I try explaining the situation and no luck at hung up on a couple times. I write a letter to Sears customer complaints and never received any response. So the guy comes out again and changes some parts and again says it will work. THIS time he says he'll leave the ticket open to make sure it works, so if problem he can come back. Again 2 days later the same problem. This time he comes back a couple days later and at this point I'm like just let us purchase another washer as stated in warranty. During this time I had contacted Customer Service and was fed different stories about the tech makes that decision, he has to come out at least 4 times before they do that. Need less to say it's a lot of passing the buck as the tech said he can't make that decision. So now he says he's sure that the wire is over heating at he needs to replace that and should have done that first. Now the appointment was made for two weeks later and is scheduled to arrive in 3 days. I hope this is the end of this long process, in which I've had to go out to laundromats and spend money. Next my snow thrower starter went and I had the protection plan on this from the start. 2 years ago I had the same problem and it was resolved quickly. No problems. This time, the first time I called the rep told me they no longer service my area. I said "I have a protection plan agreement and you're telling me you don't cover my area...so the money I spent on a plan is no good." I tell her I want to talk to someone about this and get pulled on hold then hung up on. I call back and talk to someone else. He says we have an opening in 3 weeks. Although 3 weeks is a long time I can live with it. The day before the repair, I get a call saying they have to reschedule and set a date over 4 weeks out. The day the repair is to be done is Dec. 31. I call to find out what happened. One person tells me that they made a maistake and that the techs is not working that day. I try to talk to someone to tell them that they messed up and need to take care of this immediately, and they say I need to call the next day, as that dept. is closed. I call the next day and I get hung up on as they say they are only working half days and am lucky that they rescheduled because I have a warranty. I want to speak to someone else and get hung up. i am fuming at this point. I will never shop at Sears again due to their customer service. Being hung up on and not listened to is completely unacceptable. I've been able to somewhat deal with the months to get my washer fixed and the bad customer service there, but now noy only will I never shop there, I want to let everyone know how bad my experience was. From a loyal customer to be treated the way I have been blows my mind. The only thing Sears has done to help my complaint sis to extend the warranty on my washer, which still isn't fixed for another year. Still, this does nothing for me, as if I do have another problem I will go somewhere to buy one. I have read many other complaints about Sears customer service now, and I know they are pretty much a monopoly in many parts of the U.S., but if possible save yourselves the frustration of dealing with them. I talk to someone else and they say that there only working half days
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Review
#109676 Review #109676 is a subjective opinion of poster.
Product
Sears Protection Plan

SEARS? NEVER AGAIN!

I SENT THE FOLLOWING EMAIL TO SEARS "CUSTOMER SATISFACTION" AND GOT A SPIT-BACK FORM EMAIL SAYING, BASICALLY, THANK YOU FOR CONTACTING US AND WE HOPE YOU WILL CONTINUE TO SHOP AT SEARS FOR QUALITY AND SERVICE ... What a joke. 1) I visited Sears Outlet in Melrose Park, IL in early October and spent over an hour in choosing a refridgerator that had a dent or scratch in areas that would not show in my kitchen. The service that night was terrible, and the people who worked there were very rude and less than helpful.. 2) The refridgerator was delivered at 7:30 pm after having a 2:30 - 4:30 window and I had taken a day off work without pay in order to be home when the delivery came. 3) They took my old refridgerator out (in working order but I wanted a larger one) and delivered the same one I had chosen, but it had a new dent in the front in the middle of the door to the bottom freezer. I called the store and they told me the manager would call me the next day. 4) No call came and I called back in four days to be told the manager would again call me the next day. 5) After three more days I called again - the manager was on break and would call me in an hour. 6) Two more days I called him back. He > told me he would look for another refridgerator and call me back within 48 hours. 7) A week later I had to call him back and he told me he had not found anything yet. 8) I called your 800-customer service number, I believe I had somebody in Texas who told me they had 48 hours to resolve the problem - six days later still no call from anyone. 9) I called the 800-number again and got a different state, and they told me they couldn't do anything about it - it was the delivery service problem and they would have them call me back. 10) The next day, after hearing nothing again, I called the manager and he was again on break. He called me the next day and left me a message - I was out of town. 11) I called him back the next day and he told me to go to Sears in Aurora and pick out a new fridge in the range of $1500-$1800 and call him back. 12) I called him the next day, gave him the model number, the product number, and he told me he would call back after lunch. 13) Three days > later I called him back and he said the fridge I gave him was not in the computer. I gave him all the numbers again. I had looked on the internet and verified with your web site that it was available in my area; it was and could be delivered in 6 days. 14) three days later, with no call, I called back and spoke with his assistant who took the numbers and said she would call me right back. 15) The next day I had to call her again and she told me she couldn't find the fridge in the computer. I gave her the numbers again, and called her in a couple hours. This time I had faxed the store the print-out that had all the numbers and the next available delivery date, which was 12/15. 16) She told me she still couldn't find the refridgerator on the computer. When I asked if she got my fax she told me the paper was jammed; I waited on hold for them to fix the fax machine. After 20 minuites it was fixed and she looked at the paper and said they had had the wrong stock number (FOUR > TIMES neither the manager or his assistant couldn't write down the correct numbers ?????) 17) She did call me back and told me she had arranged for the fridge to be delivered on 12/15 - I told her I couldn't take delivery on 12/15, that just the date the computer showed availability. She gave me the number to arrange the delivery date myself, which would be today, 12/22 I again took off work for the day. 18) Last night the delivery department called me and left a message my window was 9:30am - 11:30am. I got up early, rearranged my living room, moved my dining room table, moved the Christmas tree, moved all the presents from under the tree, moved the entertainment stand with my stereo, and put drop cloths from the front door through the living room, through the dining room, and into the kitchen. My food and freezer items have been distributed among neighbors until the delivery, and I put off my holiday shopping until this afternoon when the new fridge was here, and > figured I would have enough time to cook and put all my furniture back into place before my company comes tonight. I had borrowed a cooler for the items I needed to keep in my townhouse and went out early to get a big bag of ice. At 10:50am the delivery service called me to say that the refridgerator did not get to the distribution center in time for todays delivery!!! > > > > I AM FURIOUS! This fiasco has been evolving for ten weeks now, and I will not have this new refridgerator until December 26th! I grew up in a house where the ONLY place to shop for appliances and large purchases was always Sears - no questions asked. What has happened to your company and your customer service? If I treated my customers at my job, I would be fired on the spot! I doubt that I would ever consider buying anything from Sears again, and you can be sure that anyone who ever happens to mention to me that they need to go shopping for anything for their home will listen to the saga of my refridgerator and I will tell them they should reconsider purchasing from Sears. > > > > What makes me so angry that nobody I have spoken to within your organization has so much as said they were sorry, or shown any sign or trying to calm this outrageous situation. > > > > I just thought you should know you have lost a customer, and probably several others whom I come in contact with. Sears just isn't what it used to be "back in the old days." 12/29 Sidenote: The fridge was delivered on 12/26 - it had a broken kick-plate and the delivery man gave me an 800-number to call for them to send one out, and also before I had my food put transferred to the new fridge, the lightbulb burned out!!
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Review
#109552 Review #109552 is a subjective opinion of poster.
Service
Sears Manager

Sears in Atlanta, Georgia - Repair

I called Sears for a dishwasher repair on the December 11, 2007. THey earliest available service call was December 19th. After being told the repairman would be at my home at 1:00 p.m on the 19th I waited until 2:15 p.m which wasn't horrible. The man got on the floor and looked into the dishwasher and told me it would cost 186.00 to repair but he didn't have the part. He would have to order it which would take at least 5 days. That would run into Christmas so it would be after Christmas before my dishwasher was repaired. Firstly, I can buy a new dishwasher for not too much more that the cost quoted but more than that is the time without the dishwasher and the lost time at work. From the 11th of December to whenever is not satisfactory! I told him I would make other arrangements but it cost me 50.00 just to get him out of my house. I picked up the Yellow Pages and had a comittment for the next day and much less cost and I didn't have to lose two days of work in order to get my repair.
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1 comment
Anonymous
#471634

i usually got problem with my sears appliance which waste my time waiting for the services that have to be provided.they never,in my time came to solve what they are called for.

a few days back i found the one which helped me in sears appliance repair and they are the best in town.i really appreciate their services.

Review
#109057 Review #109057 is a subjective opinion of poster.

Sears in Reston, Virginia - Lousy service

In October of this year I bought a new heating/air conditioning system from Sears. Two days after it was installed we had an unusually hot day so I turned the air conditioner on. It didn't work properly so my wife called Sears to see if they could come to check it out. She was told that we would be contacted by someone else "shortly". Two WEEKS later I received a letter telling me that because of the time of the year they would not be able to test it properly & that I should contact them in the Spring. I have COPD, so not having air conditioning is not a luxury, it's a necessity. Needless to say I will never again buy anything from Sears, K-Mart, or any of their affiliates. If there is any doubt as to why Sears is doing so poorly in comparison to other big stores maybe they ought to remember what customer service is all about. They surely don't have any!
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Review
#108962 Review #108962 is a subjective opinion of poster.

Sears Doesn't Deliver

Do not buy an appliance (or anything else, for that matter) at Sears. Their sales people will tell you ANYTHING to get a sale, including boldfaced lies, and their customer service is horrendous! Management doesn't care, and taking your money will be the only thing that you find they do well. My delightful experience I share that I may prevent some other poor sucker from having to waste their time, money, energy, etc with Sears, Roebuck and Company. Here's the short version. I purchased a washing machine at the Sears store on 12/01/07. I was told it would be delivered on 12/08/07. I was not given an "estimated" delivery date, but an actual commitment for delivery on that date. (I am now to understand that this is a "firable offense" per Lori, store manager at the Paradise Valley, AZ store...strangely, no one has yet been fired.) I was called 12/07/07, to confirm delivery for the next day between 11:00 and 2:00. This was not the original "earliest appointment" I requested, but I was so desperate for a washer (4 kids and going on 2 weeks without one) that I accepted this delivery time. At 2:00pm, 12/08/07, with no phonecall from Sears and no washer to speak of, my husband called and was told there was no washer for us. Yes, no washer. Non-existent, they say. "Can't deliver something we don't have", they say. How strange they have it Friday night. but not Saturday morning. Where did it go? Was it given to another customer? Did Santa's elves cart it away? Perhaps aliens came and took it. Hmmmm. Well, Sears again promises that my washer will be delivered the following Saturday, 12/15/07. There was no mention that the washer may not be in stock by then either, just another promise of delivery. Though I didn't feel this was acceptable, I felt my hands tied because they already had our money. I'm not wealthy enough to plunk down another $700.00 for a washing machine when it's 10 days until Christmas. So, on Wednesday, 12/12/07, because we were having a bit of trouble trusting Sears on their word, my husband again called them at the number from which he'd been contacted. At this time Sears Home Delivery told us, "the washer is in the warehouse and will be delivered Saturday" as promised. Friday 12/14/07, we were again contacted with another 3-hour window in which to wait for our much-anticipated washing machine. Yay! It has now been 3 weeks and I'm at 30+ loads dirty. The laundramat costs $4.00 per load - just to wash. My children have NO clean clothes (underwear), we have no clean towels or sheets in our house and our friends are hiding from us lest we ask to borrow their machines again. A washing machine at this point is the crux of our family existense. From my toddler to my teenagers, I have been enlightened to find that clean laundry is NOT a luxury but as necessary as a toilet and fire. But I digress. Lo and behold, 12/15/07, approximately 12 hours after yet another call confirming delivery for the next morning, Sears called us (at least they called us this time), and informed us that again, there was no washer to deliver. They then tried to reschedule yet another Saturday delivery for 12/22/07 - three days before Christmas. And still they mention nothing about there being a possibility that there may not be a washing machine available then. WHO IS EATING MY WASHING MACHINES? IS IT THE IRON GIANT? IS IT ALIENS? I have my old washer for scrap metal if the monsters are hungry. Instead, the rep decides to regale my husband with the joys of Just In Time inventory procedure and how it's not their fault. Of course it's not, I say. It's the aliens. Now, being someone who doesn't care for being hoodwinked, railroaded or otherwise jacked about, I got on the phone and started making calls. After one request to speak to management after another (53 phonecalls and 6 hours worth of wasted time later) I was delighted with a return phonecall from the store manager...from kindergarden. And not the teacher, mind you, but the the argumentative, defensive, "it's not my fault" worthless heap of flesh that would be the last person with whom I was able to share my holiday spirit. Now, to give her some credit, she evidently listened to Patrick, the assistant store manager and only person during this whole ordeal that seemed even remotely concerned with my plight. (I'd like to put in an honorable mention to Katrina in jewelry who actually physically walked a message up to "store manager" Lori) . This Lori person was more than pleased with herself when she told me that she would refund my money for the first washer and give me a better one for the same price and a nifty gift certificate (as if I wanted anything more from Sears anyway). Oh boy, a washing machine, for me? Tomorrow?Though this may sound a reasonable resolution, she then insisted I pay for the new washer. "Okay", I say, "has the credit come through for the other one yet"? No, she tells me. You'll have to call the credit card company for that. It may take up to 14 days. So now my only option is to open a Sears card, or wait another 14 days for a washer I didn't order and a gift certificate for a store I wouldn't shop in to save my damned soul. Does this sound reasonable to you?? I'm sure its those blasted aliens.
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1 comment
Anonymous
#1453

Sounds like the same run-around in whatever state you may be living from Sears -- See my review \"SEARS? NEVER AGAIN!\"

Review
#108881 Review #108881 is a subjective opinion of poster.
Service
Sears Delivery Service

Don't Even Think About Buying A Tv At Sears

At 76 years of age, one would think I had learned from past experiences with Sears. To wit, a year ago, $3,500 worth of new appliances were totally fouled up; not having learned my lesson, two weeks ago I (actually my son as a gift to his dear cancer stricken mother) bought her a 42" plasma tv and stand; after a mess of calls as to delivery, the "goods" arrived today; nope the deliver does not install; we paid for installation; a few calls later, some routed to, would you believe, the philipines, still no instalation; then we called the local fellow in charge of the tv dept at the Southglenn store in Centennial, Co; after some pleading he kind of promised to call me by noon Saturday, 12/15/07. The lesson: go to Circuit City or Best Buy folks, Lambert has totally destroyed the notion of customer service at Sears. If you read this call me: 303-883-1933 "David" Have a Blessed Christmas, but., do your shopping at other than Sears, eh!
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Review
#108821 Review #108821 is a subjective opinion of poster.

Sears

This retailer is not honest My3Cents.com = 6,600 negative comments Epinions.com= negative overall rating "Satisfaction Guaranteed" is for Sears. My personal complaint is a rebate scam but aforesaid websites have complaints including shoddy merchandise, refused refunds. refused or unsatisfactory warranty work - a big complaintone centered on customer relations. Retailers have become blatant thieves - I am going to picket Kings Plaza, Brooklyn last week of Christmas shopping Retailers seized Customer Rights but US Supreme Court says 1st Amendment guarantees right to picket on sidewalk in front of retailer. Teddy Roosevelt said SPEAK SOFTLY AND CARRY A BIG STICK;YOU CAN DO ALOT
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Review
#108802 Review #108802 is a subjective opinion of poster.

Sears Poor Products Worse Service

Two years ago I purchased a new front loading washer dryer set, at quite a high price. Since then I have had nothing but trouble with the washer shaking the daylights out of my house. The excuses over the two year period have included, unit was not level, unit is only designed for a slab foundation, unit was stack (which was funny since that was part of the selling features), cloths were not loaded correctly creating an out of balance condition. Then a tech said the shocks were bad and replaced them, so I bought a service contract for a year to lower the cost but still it shook! Now, the latest tech said the drum, basket and brace all needed to be replaced. So believing in rainbows, I thought this was going to solve all the problems. But sadly today when yet another tech arrived I am told not all the parts were ordered and I now have to wait another 10 day. In addition to waiting this tech tells me that I based on the service contract it is MY responsibility to move the washer to a location where they can work on it and it is MY responsibility to ensure all parts ordered arrive and follow upon any that do not. What happened to the concept of SERVICE? Sears has definitely lost it since I was a child back in the 60’s. I have never in my life had a service provider expect me to do HALF to the work from them! So I warn you, DON’T BUY SEARS and if you do or have, get your service elsewhere!
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Anonymous
#13699

Front loaders CAN shake if they aren't set in a level place. I bought a front load washer at Best Buy and the thing literally jumped around my laundry area during the spin cycle.

I discovered the reason myself when I read the paperwork and manual that came with the washer -- the guys from Best Buy who delivered and installed it didn't remove the very long bolts that stabilize the drum during shipping. I was able to locate and remove the bolts myself but I did call Best Buy to tell them about this problem so it didn't happen to other people.

From what I've been hearing this and an uneven floor are the two biggest causes for a front loader to shake a lot. If the bolts aren't removed and you continue to operate the machine, the drum will be damaged. And I know folks who have had to buy a platform on which to set their front loader so it won't shake.

Review
#108718 Review #108718 is a subjective opinion of poster.