I ordered a fridge online. When it came it was loud and not working properly.
They offered to send a tech but I decided to return it the next day and get a different one due to the defect. They said they would have someone call me back in 24-72 hours. I received a message on my phone from someone who didn't speak english very well and I could not understand the number he left for me to call back at (I had 3 other people listen to the message and they couldn't understand it either). I then called the main customer service back and was told someone would call me within 24-72 hours.
I never received a call. After the 3 days, I called again and was told the same thing. I then called my local store where they put me into the managers voicemail. I never heard back.
I also went online and talked to that customer service who said they would have someone call me. I didn't hear back from ANYONE. I finally got someone weeks later who then told me the cost of the new fridge went up and I would have to pay extra fees as I didn't call right away to make an exchange. I refused as I did call the next day after delivery.
She told me that I would have to pay the extra $300 or I was stuck with the defected fridge. I asked for a manager and she put me on hold, then came back and said none were available. I told her I have worked at a call center and I KNOW that there is a manager. I pressed her for a manager at which point she stated there was no manager there.
I pointed out that she had blatantly lied to me and demanded to speak to a manager. She then hung up on me. I called the main customer service number after this and finally got a manager that way. He stated that he could see the notes that I had called and said he would honor the original price without penalties.
I then had to wait another week to get the new fridge. So for WEEKS I didn't have a fridge (and I have a family by the way and this made this very hard without a working fridge). Oh, they also cancelled the first time of delivery of the new fridge as it hadn't been delivered to their warehouse - I was notified of this after I waited for an hour during their time frame. I took off of work for this and was forced to take another day off for the new delivery date.
When the new fridge came it had a dent. I called customer service that same day and they said they could send a new fridge in a week or two. At this point I am so frustrated that I just give up and live with a new fridge that is damaged (and I paid $1000 for). That is a lot of money for me.
I WILL NEVER EVER WORK WITH SEARS AGAIN. Then today my garage opener which I bought from Sears stopped working and is costing me $250 to fix. Sear's response was that they could have someone come out and fix it but they quoted me a much higher price than the local garage company. I said no thank you as they have done nothing but cause me time, money and stress.
I can't keep taking off of work for their terrible service. SEARS IS THE WORST!
Product or Service Mentioned: Sears Manager.
Reason of review: Poor customer service.
Monetary Loss: $800.
Preferred solution: Let the company propose a solution.
I didn't like: Everything about their customer service and delivery team.