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I placed an order on Sears.com on Nov. 25th , and as of Jan.

3rd, I've not received it. I sent three emails (over 6 week period) to the Sears online Customer Service support center: the first reply said my order was shipped, the second reply said that the order was being processed (huh?), and the third reply said I have to wait 7-10 days on an update on my order. I also contacted Sears customer support via phone, and was told that an email was being sent to the appropriate party in order to locate my product. That was over three weeks ago.

I called again on Jan. 3rd and a customer service rep told me that the original email didn't contain thorough information, and was 'disregarded'. I asked to speak to a supervisor, and the rep refused. She indicated that she would fill out a report again.

Not trusting this to happen, I immediately emailed Sears customer service again. This time I received an email reply: I would receive an update on my order in 7-10 days! I'll receive an UPDATE on my order 2 MONTHS after I placed it! To top it all off, in response to my concern that the cust service rep on the phone wouldn't permit me to speak to her supervisor, the email reply said: ""I am sure the information provided helped you".

That was a ridiculous statement! Of course the information provided didn't help me! That is precisely why I sent another email to Sears customer service in the first place! The absurdity of that reply confirms that this was just a rote reply made with no respect for the customer's (my) issues.

Sears' customer service is truly awful. Towards the consumer, Sears lacks accountability, respect, and credibility.

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Anonymous
#448301

Bought a fridge, stove, dishwasher and microwave. They've all required servicing.

As you can read above, their service is absolutely ***. Two weeks for any appointment. Longer if you need a part. Huge service time windows and then they cancel on you (the day of) and schedule on a day you can't be at home for.

If you work regular hours this service is completely infeasible. Sears might just be the worst appliance store I have ever dealt with. Oh, the cherry on the top is that after we complained about the situation, they decided to send us a "complementary" $5 charcoal filter (has yet to show up a week after they said it would come) for spending over $5,000 with them and it all breaking. But wait, there's more, then they called back and asked if we want to buy $400 worth of extended warranties.

Haha. Unbelievable.

Anonymous
#414786

The installer calls me up and tells me the dishwasher I already paid for is no longer in stock. Turns out they sold the dishwasher I bought to someone else.

After wasting at least 3 hours on the phone with India, I had to wait more than a month to get the discount. Worse than that, they charged me twice and I had to waste 3 more hours to get a credit.

Sears is a dying brand. I shop online several time a week and sears.com is by far the worst e-retailer I've ever experienced.

Sears customer service is almost all in India. They read scripts and can't help you with actual issues!

Anonymous
#414777

I bought a dishwasher from sears.com on Nov. 24. It was scheduled to be delivered and installed within a week.

The installer calls me up and tells me the dishwasher I already paid for is no longer in stock. Turns out they sold the dishwasher I bought to someone else.

After wasting at least 3 hours on the phone with India, I had to wait more than a month to get the discount. Worse than that, they charged me twice and I had to waste 3 more hours to get a credit.

Sears is a dying brand. I shop online several time a week and sears.com is by far the worst e-retailer I've ever experienced.

Anonymous
#414296

I had same problem with delivery. First got email from an indian saying my order was shipped.

The another from him saying there was a delay. I checked the tracking and it was denied at the wrong address. I called customer service and got a chinese lady who said they will check into it and that it had been shipped back to the warehouse. I told them I want the delivery.

Next day I got an email saying the order is cancelled and my cc will be credited.

Jeeze I wanted those items. Never again.

Anonymous
#411007

This sounds like the typical Sears experience- I have swon off from ever dealing with them again. It's no surprice they are heading toward backruptcy!

SearsCares
#406517
Sears Response

Dear Anonymous,

Please accept our sincerest apologies for your unfortunate experience. I can only imagine the frustration you felt. My name is Zenaida and I am part of the Sears Social Media Escalations team. What I have read here today is very troubling. I know that sometimes online orders take a few hours to reflect a status, but to be told it will take days is certainly not accurate. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution with your online order.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code (286287) for reference to your issue. We value your business and look forward to talking with you soon.

Zenaida M.

Social Media Moderator

Sears Social Media Support

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