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I was a long time customer of Sears. I have purchased washers, dryers, tv's, ride lawn tractors, etc. Never have I been so frustrated/angry with a business as I am with Sears. Never have I even posted complaints/reviews online, however it is my goal to post as many bad reviews as possible due to the absolute lack of customer service that Sears provides. However there are so many posted already I am guessing it will not do much good.

I purchased approximately $3,000 of appliances from the Sears store in Prince Frederick, MD. A dishwasher, refrigerator, range, and range hood. The experience at the store was fine, except the computers were down so it took forever to complete the transaction because the sales rep, Brandon had to call the California, MD store to purchase all of my items. I was told my items would be delivered April 7. I received a call on Apr. 6 saying my delivery was scheduled for Apr. 7. I spent all night emptying the dishwasher and refrigerator. When the delivery arrived I received a range hood and that is it. I was told to call the store for details. I spoke with Shay at the Prince Frederick store. He had no idea what happened but said he could have it delivered on the 19th. I told him that was unacceptable since I had wasted all that time emptying my refrigerator and freezer and my refrigerator was leaking. To wait 2 more weeks was unacceptable. I called the 1-800 # and they also could not explain what happened. Absolutely no idea why my items were not received. I called the store again and told Shay I wanted to speak to a manager. He said he would talk to him and call me back. He called me the following day and said he had Vicki reinput my entire order and they could have it to me on the 12th. I asked several times how I could be guaranteed that the appliances would actually be delivered this time. Shay said he can't imagine it wouldn't.

I never received a call on the 11th about the delivery scheduled for the 12th. I took another day off on the 12th and a delivery never came. I called the 1-800 # and spoke to a man who acted like I was nuts. He kept repeating that my order that was scheduled for the 19th was cancelled as if I cancelled it. I kept explaining what had happened. He said there was no delivery scheduled for the 12th or 19th. I called the Prince Frederick store and demanded to speak to a manager. Sean said there was no manager there, and I could call back in the morning. He also had no idea what happened to my order. I called the 1-800# yet again and demanded a manager. It took 20 minutes of explaining the story again to get to speak to a manager. The manager by the name of James said he would call the store and call me back. He never called back, and when I called back they would not let me speak to him. Finally on the following day I talked to Yvonne a manager at the California, MD store. She discovered that since the range was not available they delayed the entire delivery. At least she could explain what happened. She did not know why no one notified me. She said the items would be delivered May 3. I told her that was unacceptable. She offered me 10% off and said she could get it to me on the 23rd. I said no thanks and asked for a refund. She did issue my refund. So after placing an order at the end of March, I was having to start my search over almost 3 weeks later.

Finally I would like to tell you that I went to HH Gregg on Tuesday, April 12 and had every single appliance delivered and installed at 7 a.m. on the 13th. Wow what a difference. The amount of time I have wasted on the phone, days off of work, kitchen a mess, and total lack of customer service is astonishing. I will be telling everyone I know to never, ever use Sears again.

Product or Service Mentioned: Sears Delivery Service.

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Sears Response

Dear Lcmani52:

My name is Susan and I am part of the Social Media Support Escalations team at Sears and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Lcmani52) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.

Senior Case Manager

Sears Social Media Support

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