Sears Corporate Office Headquarters HQ

618 comments
Sears Corporate Office Headquarters HQ
Address:
3333 Beverly Road
Hoffman Estates, Illinois 60179 USA
Corporate Phone Number: 1-847-286-2500
Corporate Fax Number: 1-847-286-8351
Corporate Email: smsupport@searshc.com
Sears Email Form
Corporate Stock Symbol: SHLD



Sears is famous for Sears Retail Stores. The retailer's stores include Sears, K-Mart and Lands End. Sears is one of the premier retailers in the USA. Sears' main competitor is Wal-Mart. Sear's toll-free customer service number is 1-800-469-4663. The company does encourage users to use their technical support system and help forums on their website.

Sears Headquarters and Corporate offices are located in the USA. Sears moved from the iconic Sears Tower in Chicago to Hoffman Estates, Illinois in 1992.



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618 comments:

  1. IN MARCH OF 2007 I BOUGHT A CRAFTMAN GARDEN TRACTOR MODEL 917.28746 #11066B001061
    I WAS TOLD BY THE SALES MAN OF AN EXTENDED WARENTY
    OF 4 YEARS
    HE TOLD ME I WILL GET A LETTER FROM SEARS WHEN IT IS TIME TO RENEW EXTENDED WARENTY
    SO I BOUGHT IT IT WAS NOT CHEAP BUT IS WAS PEICE OF MIND
    WELL THE MOWER JUST BROKE DOWN
    I FIND OUT THERE IS NO 4 YEAR WARENTY JUST A THREE
    AND YOU DONT SEND OUT A LETTER WHEN IT IS GETTING READY TO RUN OUT
    SO THE WARENTY RAN OUT LAST MARCH NOT THIS MARCH
    AND THERE IS NO WAY OF EXSTENDING IT
    DO YOUR SALES MEN LIE TO MAKE A SALE NOW I AM STUCK WITH TALL GRASS BROKEN MOWER NO WARENTY
    I HAVE WASHING MASHINS FROM SEARS POWER WASHERS PUSH BEHINDS MOWERS HOT WATER HEATERS LEAF BLOWERS TRIMMERS
    TVS BLUE RAYS AND ALOT OF OTHER THINGS FROM SEARS
    EVERYTHING I HAVE EXSTENDED WARENTYS ON I GET THESE LETTERS TELLING ME THEY ARE ABOUT TO EXPIRE
    BUT NOT MY RIDING LAWN MOWER
    IS THIS HOW IT IS GOING TO BE
    I CAN TAKE MY MONEY ELSE WHERE IF SOMTHING IS NOT DONE

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  2. I order a bed a week before move-in day to be delivered on move-in day. The morning of move in day Sear calls and says them bed is not in stock but will be available in a week. So here I am without a bed in my new apartment. I called customer service and to to someone in some third world country with an accent that I can't understand. This is Sears an American company? Its really gone down the tubes~!
    Horrible!

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  3. I ordered a washer and dryer online, I had to return the original dryer as it was the wrong one, the 2nd delivery a Fail again, they brought the right dryer but not side ventilated. the 3rd time was not a charm.... I had to purchase another dryer 600.00 dollars, and a side ventilation kit for 50.00 and then when the delivery came it was NOT right side ventilated.... they took back the dryer yet again and told me how sorry they were that the right ventilation would be completed with the manufacture.... However this morning, at 7am with a delivery time of 10am the delivery manager called and said that this 2nd dryer (4th delivery) was wrong and the manufacture and this model do not have side ventilation capabilities. So 2 weeks from the original order 4 deliveries down and I still have NO DRYER. But have paid for 2 dryers now! I have spoken to countless employees and managers and all of them tell me something different... it doesn’t look like the 5th delivery is going to happen!
    If you experience something like this, there is NO one to call even at corporate that can truly help you!

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  4. I ordered a washer and dryer online, I had to return the original dryer as it was the wrong one, the 2nd delivery a Fail again, they brought the right dryer but not side ventilated. the 3rd time was not a charm.... I had to purchase another dryer 600.00 dollars, and a side ventilation kit for 50.00 and then when the delivery came it was NOT right side ventilated.... they took back the dryer yet again and told me how sorry they were that the right ventilation would be completed with the manufacture.... However this morning, at 7am with a delivery time of 10am the delivery manager called and said that this 2nd dryer (4th delivery) was wrong and the manufacture and this model do not have side ventilation capabilities. So 2 weeks from the original order 4 deliveries down and I still have NO DRYER. But have paid for 2 dryers now! I have spoken to countless employees and managers and all of them tell me something different... it doesn’t look like the 5th delivery is going to happen!
    If you experience something like this, there is NO one to call even at corporate that can truly help you!

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  5. Sears is horrible.They do not value customers and do not valid their warranty. TAKE YOUR MONEY ELSE WHERE!

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  6. I went into the automotive dept. today and was treated like I had leprosy by a stupid kid named Josh Peters......god help anyone having to deal with that high school dropout.....

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  7. Waited 12 hours for a technician to show up. No show!!! called for a manager, and they said they did not have managers or supervisors!! Nice answer, wish I could say that at work!!

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  8. June 12 placed two orders online. Email verification comes and has me picking up in a store halfway across the country - I live in midwest - order to be picked up in NJ! Call to change store and am told there is a charge! I tell him to cancel the order. He tells me this is their policy, etc. etc. I ask to speak to the supervisor. He puts me on hold and never comes back - I get the greeting recording. I called back and get someone who checks and sees the orders were NOT cancelled. Since this person was halfway decent, she cancelled the orders and placed one order over the phone for me. Within the hour I get an email saying my orders in NJ are ready for pickup! I call AGAIN, give them BOTH order numbers and am told to call the NJ store myself! Are you kidding me? She changed her mind and made the call while putting me on hold, came back and told me she cancelled the order. I said BOTH orders, right? Silence. "You wanted to cancel both orders?" YES! Just like I said when I first called and gave you the order numberSS. She put me on hold AGAIN and called the store AGAIN, came back and told me both were cancelled and the store would call to let me know they'd cancelled them. They never did. I never received any emails saying any orders had been cancelled either as I requested. So then we went to the store to pick up the order. The first person we talked to in customer service had idea about online orders and pickups and hemmed and hawed. Finally brought up someone who did. She brought out the crate and it was damaged on one side. I asked about that and was told that it happens in the warehouse - no worries - everything is protected inside. We put two together and noticed the frames were bent. Upon inspecting the frames of the remaining 4 chairs, they were ALL bent! I have NEVER experienced such a nightmare as this purchase has been. I am returning the chairs - no idea what to expect. I am going to bring home 6 new chairs - against my better judgement - after inspecting them at the store. Need I say my shopping days at KMart and Sears have come to an end? By the way, no apologies during all of this.

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  9. Watch out when you schedule your repairs with Sears. They are the most incompetent, disorganized and most unhelpful group of people I ever had to deal with from their schedulers all the way up to consumer relations department. We had bought 5 appliances through Sears and so far everything was working great. We began having a little trouble with the icemaker on our Whirlpool refrigerator. I called the Sears repair center at 800-424-2047. They sheduled an appointment for me on Monday 6/27/2011 and asked me to be home between 8:00am-12:00. I was home and waited and waited but no technician showed up or even called. 6 calls later to the repair center line even after a supervisor said he would call us back with details no repairman showed.(Still waiting his call back) They said they overbooked repairs and we were just out of luck. They did say they could reschedule for another day. This is after I took the day off work waiting for the "no show" repairmen. I finally talked to Bryce at Sears corporate consumer line who was as helpful as my broken icemaker. He told me that the "IT" specialist where to blame and that I was one of a hundred customers disserviced by their computer system. I held up my end by scheduling an appointment, taking the day off work, being home for the window provided by sears repair center and to be told "Oh well there is nothing we can do about it". Bryce from consumer relations (who couldn't provide his last name for security purposes) couldn't provide me with any real excuse why this happened and no solution. All he said was Sears doesn't reimburse for our any inconvenience. Sears might want to look into who answers phones for the Consumer relations department. So when you buy 5 appliances from Sears you can take them home but when you have a problem with any of them your on your own... VERY POOR SERVICE. Sincerely GMB and RSk

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  10. Just brought back a 1 year old Sears Craftsman lawnmower with a blown hole through the engine. The first people I brought it to, acted like they could careless. They told me to fill out a slip, wait a week, and they would determine if it would be covered under a warranty. Well, 7 days and just received a call that they said it was little low on oil, and thats what caused the engine to literally explode. They would not cover the warranty. When I said I intend to file a legal claim, the MANAGER said "Well, that's your right,like everyone else. Is there anything else I can do for you today?" Are you kidding me? They are incompetent morons!

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  11. Made an appointment with Sears to fix my dryer. They stated they couldn't be here for two weeks. They were suppose to come today and they called last night saying they have no technician available in my area to come on my appointment day. So I had to schedule another appointment and guess what they can't come for 2 weeks again. Why bother buying a warranty when they can't even come to fix your appliance.

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  12. Sears SUCKS. They hide behind "polocies and procedures" when they make a mistake. They take no immdicate action to try to retain the customer and make they whole again. I won't buy a tootbrush from them ever agaib. Take your money to a retail giant who will appreciate it and you as a customer.

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  13. OH YAAAY I FOUND A COMPLAINT SITE HERE ABOUT SEARS!! GOODIE, HERE IS MINES, I MADE A APPOINTMENT FOR JULY 11TH FOR A TECH MAN TO COME TO MY HOME TO INSTALL A RUBBER GASKET FOR MY FREEZER AND REFRIGERATOR, WELL, THE PARTS CAME IN THRU UPS, WHICH IS GOOD, BUT MY GRIPE WITH SEARS 1800-CALL SEARS SERVICE CENTER IS THAT THEY PURPOSLY BEHIND MY DAMN BACK CHANGE MY TIME SCHEDULE WITHOUT MY ACKNOWLEDGEMENTS!! MY WAITING TIME FOR THE TECH TO COME TO MY HOME I MADE IS FROM 8-12NOON, NOW I CALL THE 1800- TO CONFIRM THAT ITS STILL THE SAME TIME, THEY TOLD ME OH NO ITS FROM 1-5PM FOR THE TECH TO COME TO MY HOME!!! IM PISSED OFF WITH SEARS CALL CENTER, THEY PURPOSLY CHANGE MY DAMN SCHEDULE BEHIND MY BACK AND DONT EVEN TELL ME!!!! PLUS, I GOTTA COOK SUPPER AROUND 5PM, ITS A PAIN TO HAVE A STRANGE DUDE AT MY HOUSE PUTTING ON THE RUBBER GASKETS TO MY REFRIGERATOR DOORS WHILE IM COOKING FOR 3 PEOPLE IN MY HOME!! NOW I CANNOT COOK, I HAVE TO COOK LATER WHILE STUPID SEARS SCREWS UP MY MORNING SCHEDULE AND SECRETLY PUT ME DOWN FOR THAT DAMN 1-5PM, WHICH I DIDNT AGREE TO!!!!! AND PLUS THERE IS MORE COMPLAINTS IM HOPPING MAD AT THE CALL CENTER AGAIN .. OF THEM DOING THIS TO ME AGAIN BY CANCELLING MY PRIOR APPOINTMENT I MADE FOR MAINTENENCE CHECK TO CHECK FOR ME AS TO WHY MY ENTIRE REFRIGERATOR IS SWEATING ON THE SIDE PANELS!!?? THEY CANCELLED THAT APPOINTMENT WITHOUT MY CONSENT!!!! IM TICKED OFF WITH SEARS, I HATE THEM CALL CENTERS!!!!!!!!!!my name is Marty and in Hawaii.

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  14. Sears YOU are the worse. Bought a Nordic track treadmill from you.Had it delivered and set up by you.Low and behold they plugged it in and doesnt even light up.So then I was told would have to wait another week for another one.So since someone on your end cancelled my delivery for the second one I had to reorder another on a different creditcard since the refund takes up to 10 days to clear.Which is BS in itself.So now week 2 and the new one arrives,out of box and completely damaged.So now I have 2 treadmill purchases on 2 different creditcards and no credit and Sears cannot offer me any help whatso ever.Did not even offer to compensate for my wasted weekends waiting for them and the hassle of numerous phone calls being tossed around by one inexperienced idiot after another.I will never buy from Sears ever again and after talking to others its seeems they have had the same experiences.You really need to work on your customer service.

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  15. I purchased a mattress from Sears last week Sunday July 3. According to the sales person, it would be available for delivery on Friday July 8. My wife and I both work, so we opted for delivery on Saturday July 9, which was an extra $10. I recieved phone calls about the delivery date (Saturday July 9) and time (1:45-3:45) prior to the delivery. After waiting all day for the delivery, I called customer service @ 4:20 wondering where the delivery people were. Customer service didn't even know that I had an order and was expecting a delivery. This was a purchase of $1000+ and they can't even find it or have any information for me. After being on hold for about an hour, talking to Mark, Neil, Jacob, and multiple others that I can't remember the names of (thought of starting a list), I was told Tuesday July 12 for the delivery. I took off of work (now I am losing money, as well as what I have paid for the bed) and an hour into the delivery time I called to find out what was going on. Well to my surprise, it was teh same story again, don't know about the delivery, no cortesy call, nothing that would inform me that they would not be coming. Agian, we will be trying later this week for the delivery. Sears, as a corporation you SUCK, your customer service is a JOKE, I will never recommend anyone to purchase a product form your store unless they can carry it out the door and pray that they don't have deal with teh idiots in your customer service department. Take some advice from me, if you what to but a large ticket item and have it ddelivered, DO NOT got to Sears!!!

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  16. I bought a Kenmore front load washer. This was nine years ago. It still works well. I now want to buy a dryer to "stack" on top. After spending two hours in the hellish Sears phone prompt system being rerouted over & over & over & over to "someone who might be able" to help me, I was finally informed that Kenmore/Sears no longer makes a dryer which fits on top of my washer.
    Sooo now what am I supposed to do? The problem is that Sears thinks of themselves ONLY. Now, it's my turn. I will never buy from Sears again. Although I'm sure they know that the odds are stacked against the"consumer" no matter who we buy from.
    P.S. "Thanks" for calling me a "consumer". You might as well call me a locust.

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  17. SEARS IN CROSS COUNTY IS THE WORST, BAD, BAD, BAD CUSTOMER SERVICE. THEY HAVE NO RESPECT WHATS SO EVER. TAKE YOUR MONEY SOMEWHERE ELSE. YOU WOULD THINK THAT THE TOP EXECUTIVES AT OF SEARS WILL READ ALL THE BAD COMMENTS AND DO SOMETHING ABOUT IT, BUT NO!! I GUESS WE SHOULD ALL WRITE SOMETHING EVERYDAY UNTIL THEY DEAL WITH THEIR EXTREMELY BAD CUSTOMER AND ATTITUDES.

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  18. On July 14th, I purchased 4 new tires at Sears Tires. TJ the rep. viewed the computer and indicated the size of the tires needed for my civic. It took 2hrs to install the tires 205/55R16. On my way home, my wife and I heard the tires grinding on the frame of my car. My wife called TJ and TJ said to bring it back the following day.

    On July 15th, I returned with the car to switch out the right tires. He test drove the car and found that the tires were too big for the vehicle. He looked in the book and said it needed 205/45/R16 instead. He then told me that I needed to pay an extra $150 for the other tires.

    I explained to him that I would have never bought the tires if I had known it would cost $150 more. I asked to speak with the store manager.

    TJ pointed to the Bobbie the assistant manager and I walked up to him. I explained to him the circumstances and that the it was not my error in the installation. He said that he could not exchange the tires for the same price. I told him that I had spent 2hrs yesterday and 2 hours today at the store and I had to ask my wife to pick me up with another vehicle to accommodate the mistake that the company made. I explained to him that the other 4 tires that was uninstalled was at my home and that I would have to go back home and get them. I told him I live 25 mins. away. He said, "that's not too far." Wow, how considerate, right?

    I told him that I have spent a lot of time and gas and now he's asking me to come back again to install the old tires. He said, "I'm surprised that they did not test the car before you left yesterday to make sure that it fit properly."

    I said, "Isn't that Sears protocol to test the vehicle before giving it to the owner after installing new tires?" He said "Yes, but I was not here yesterday." I replied, "it's your company so you should take responsibility for it." He said, "I agree." Bobbie also said that, "I don't see the tire that he installed as a choice in the computer. I don't see where he got it from." I said, "He said he got in the computer yesterday."

    In conclusion, Sears in Mesquite, Texas installed the wrong set of tires on my vehicle. They did not test the vehicle after installing it. Sears put my family and I in harms way and they are not willing to make mends for their errors. They are requiring me to pay an extra $150 after all the inconvenience, time, money, gas, and energy exhausted for their blunder. It's a small amount to pay but it's the principle. I am now awaiting the store manager's response.
    I will post the results of this dilemma as soon as a resolution is in place. As for now, AVOID Sear's Tire Company.

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  19. Too bad for me that I didn't read this prior to my purchaseof a gas range. I seam to be the victim of the same poor service, lack of communication to me and within Sears, failure to deliver, time changes and damaged merchandise. Lucky for me that after a week of this, when the delivery was attempted with no prior notification, I refused the order and canceled the purchase. I guess word has not gotten to Sears, which has outsourced their customer service, that there are other places eager to have our dollars.

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  20. I was in Sears today at the east Cobb location in Ga. Was looking for a birthday card for my Brother in law which was right next to the Pharmacy. I hear a woman and the pharmacist talking about the President in the most vile language I have heard in a long time and this is the south. I shamed the woman and told the pharmacist I would be reporting her to the manager which I did. Turns out she was not even an employee of Sears. They bring in outside people to run the pharmacy so now I will be contacting the headquarters. How unprofessional and classless can you get? Just disgusting.

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  21. Oh my God, I had no idea the large scale of unhappy customers with Sears in its entirely. I join the club, had one of the worst experiences with them, eventhough, this is the second nightmare, which was almost a matter of life and death between and elderly woman being jerked around due to her oven no working and being on a limited diet.......no show after no show.......really really bad

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  22. Where do I begin!! I called Sears home services and asked how much it would cost to have two window a/c units installed. I was quoted a price and thought it was a bit high. The woman (Valerie) told me to think about it and if I decided to call back, she would give me $30off.

    I thought about it and decided to use them. So I purchased the two units, called back, and asked for her. Just before she asked for my credit card number, she tells me that she has to charge me a $35 fee for parking restrictions and access to my complex. She said she didn't tell me before because she didn't know I lived in NY. Well this woman had already asked me where I was from and was told NY. She then said, and I quote "Oh, you guys are having a major heat wave up there". She then told me that her landlord in FL refused to upgrade her a/c because the law didn't mandate it. So telling me she didn't know I lived in NY was simply ridiculous.

    I then told her that there was no restricted parking where I lived. As a matter of fact, my neighborhood doesn't even have meters. It's free to park. I also told her that there is no special access needed for me building. All he needed to do was ring my bell and I would let him in. Well she could care less.

    Against my judgement, I made the purchase. Just before she got off the phone, she told me that I would receive a call from the installer btw 3pm and 6pm the day before and to call back if not. So that day, I called at 7pm when I had not heard from anyone. The girl said whomever I spoke to before did not know what they were talking about and that the installers make their calls btw 6pm and 9pm. So I waited. At 9:15pm, I called back and spoke to a third incompetent person. He put me on hold, came back and said they tried to contact me in the morning and noone answered. I told him noone called me on either of the two numbers I provided because I did not see that they had. Furthermore, if someone had called, wouldn't they have left a message?? Give me a break. He then supposedly tried calling the installer himself and said he got no answer. He then gave me the number and said, maybe you can try calling him at some point. Gee, I didn't know I was supposed to do their job for them!! I told him that someone needed to call me and he said he put a note for the guy to call me in the morninig. Never happened. And guess what? The number he gave me didn't work anyway. BIG SHOCKER!

    I filled out the feedback form as soon as I got off the phone and explained my issue. This morning I see an email and the customer solution rep is going on and on about how my home delivery takes 24-48 hours. REALLY?? She never addressed my installment issue and my problem had nothing to do with home delivery. She obviously didn't read my email. Instead she sent me a standard generic email. I guess that's how much they care!

    Well today around 11:30am I called again. This time to the corporate office. The girl tells me home service takes their own complaints. I told her that I am pissed and did not plan to call them again. So she called them and connected me. After about 15 minutes of holding, the rep tells me he will be at my house btw 12noon and 4pm. Never mind the fact that they were supposed to call me and ask what time I wanted them to come. Well I finally got my units installed. NEVER EVER AGAIN WITH SEARS. I'd rather melt in the summer heat first. I would not recommed them to anyone and if you are thinking about using them, don't waste your time. It's not worth the hassle and aggrevation. Do yourself a favor and go somewhere else.

    Becasue I spoke to so many people, I have to believe this is how they are taught to treat customers by Sears.

    Signed, Juvenia W. (an irritated and disappointed customer)

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  23. If everyone here would also follow up with a formal complaint to the Better Business Bureau I think maybe Sears would have to change the way they do business or close their doors.

    Watch out when you schedule your repairs with Sears. They are the most incompetent and most unhelpful group of people I have ever had to deal with from their schedulers all the way up to consumer relations department. We purchased 4 appliances from Sears 7 years ago and we also have the extended warranty (which we pay extra for). We began having trouble with the icemaker on our Whirlpool refrigerator. I called the Sears repair center at 800-469-4663. They scheduled an appointment for me on Friday 7/29/2011 and asked me to be home between 1:00 - 5:00. I received a call the day before to confirm my appointment, I also received a call on Friday at 4:00 to say they would be here after 5:00. I was home and waited and waited but no technician showed up or even called. I called to find out what time they would be here and was told that they overbooked repairs and would have to reschedule for another day. This is after I took the day off work waiting for the "no show" repairmen. I held up my end by scheduling an appointment, waiting two weeks, taking the day off work, being home for the window provided by sears repair center and to be told "Oh well there is nothing we can do about it". When you buy 4 appliances from Sears you can take them home but when you have a problem with them your on your own.

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  24. I placed a parts order over the phone with Sears and was told if I had any problems or concerns that I could change my order until they send me a confirmation email that the item was sent out already. I called Sears back a couple of hours after placing the order, after seeing that they were charging me 6 times more than the amount that they had it online at Amazon.com. The customer service rep. stated that once an order is placed, you can't change or cancel the order. They absolutely refused to stop my order or to match the price at Amazon.com as they stated they only price match with only fifteen companies but couldn't disclose which ones. I will never order from this scam company again and I'm in the process of looking to file a complaint with Consumer Affairs, the Attorney General's office and the Better Business Bureau!!! The only thing I got from one supervisor named Jim is that supposedly he would look into the call and see why the previous rep. named Jerry made the mistake of telling me that I could ever change the order and why he never told me that once you place an order and hang up, you're stuck. I WILL NEVER SHOP AT SEARS AGAIN AND NOR WOULD I RECOMMEND THEM TO MY WORSE ENEMY-KEEP YOUR BUSINESS AND GO ELSEWHERE!!!!!!!!!!

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  25. Sears customer service falls quite short on the "service" part. Unfortunately for me I already have the appliance & the extended warranty, so I have not choice buy to deal with these most incompetent people. I will never buy another appliance from Sears. Guess what Sears, you do have competitors! That's where I will be shopping next time! It sure is inconsiderate of you to think that my time is not valuable & that I can keep taking time off from work only to find that your repair man isn't going to show up! No wonder you're going broke! With service like this, no one wants to continue to do business with you.

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  26. Dear Sir or Madam,

    I recently purchased an item for a house warming for my son. After I made payment I realized that instead of using 2604 Boris Becker El Paso TX 79938, I used 2604 Oris Becker El Paso. The problem that I have is that no one within your office was able to assist me. I was told that once an order is placed there is no way to make any changes, which is a crock! I have had nothing but the run around for the past two days...I was told the first day to contact UPS and they were unable to even see the package. This morning I called the UPS store and I was told that there was nothing that could be done unless Sears (the sender) calls to make changes...this has been an unbelievable ordeal and from this point on I will NEVER place another order with your site, nor shop in your store. You can rest assured that every person that I run into I will tell of my experience and that would be a negative opinion. I know that I may be one shopper and you probably have hundreds of people in and out of your store but please be advised that for this day forward I WILL NOT order again.


    A very disappointed customer

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  27. Dear Sir or Madam,

    I recently purchased an item for a house warming gift (garage door opener) for my son. After I made payment I realized that instead of using Boris Becker El Paso TX 79938, I used 2604 Oris Becker El Paso. The problem that I have is that no one within your office was able to assist me. I was told that once an order is placed there is no way to make any changes, which is a crock! I have had nothing but the run around for the past two days...I was told the first day to contact UPS and they were unable to even see the package. This morning I called the UPS store and I was told that there was nothing that could be done unless Sears (the sender) calls to make changes...this has been an unbelievable ordeal and from this point on I will NEVER place another order with your site, nor shop in your store. You can rest assured that every person that I run into I will tell of my experience and that would be a negative opinion. I know that I may be one shopper and you probably have hundreds of people in and out of your store but please be advised that from this day forward I WILL NOT order for any Sears again!

    A very disappointed customer

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  28. We bought a brand new ac unit in oct of 2010 we bought the 5 year extended warrranty and signed the lemon law. We have had nothing but trouble since we got it. We have had fan motor replaced twice went with out heat for 3 weeks this past winter, and now our air went out on sunday they said someone would come tuesday and fix it then noone called or showed up. I called them back yesterday and the lady said we were in Southeast ga and we were in emergency zone due to the high temperatures and was suppose to have someone call us back in the next hour. I had to call them back and now its going to be the 23rd of August before they can come. Really? thats is 3 weeks I asked what are we suppose to do in the mean time!?! I want them to come get this unit and give me my money back... What is the use of extended warranty if ya cant get anyone to do anything when its 100 degrees plus outside and 102 in our home. My husband is totally disabled and our house is setup for him and this is very inconvenient and a child in school...guess gonnna have to have my lawyer get in touch!!!!

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  29. I just recently had a Sear service tech come out to assess my front load washer. I had to pay a 134.00 service fee. I was told by the Service tech that I needed to replace my washer's circuit board. One week later I received the ordered piece in the mail. To my surprise the replacement circuit had a malfunction the washer worked but the setting dial was off. Since the replacement piece was malfunctioning I decided to have the piece sent back with the Sear service tech. I was told I could reorder another part that worked through the Sears online service. About a week later I noticed I was charged $150.00 for the malfunctioning piece. I tried to resolve this problem by calling the Toll free number for assistance. Currently I have not heard back from anyone. I'm out of approximately $300.00. My washer is still broken.

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  30. I have just spent over an hour trying to get a straight answer from the service department at Sears. What a JOKE! I was trying to track the 2nd of 2 parts sent to me. Apparently, Sears has no idea what the tracking numbers are when they send out parts. For such a large company not to put in any tracking number is ridiculous.

    My 1st call was to Chicago, where the agent proceeded to tell me that since I didn’t have the 2nd part, I would have to reschedule my appointment. I asked for a supervisor, and got the answer, "all the supervisors are busy with other calls." No kidding, if they are so incompetent as not to put tracking numbers on orders sent out they should be having a flood of irate and inconvenienced customers wanting to speak with supervisors. She switched me to customer service (which happened to be in Arizona) although I had requested a corporate customer service number, which I was told they have none. Apparently they have no customer service either. Arizona transferred me to parts deparment which got disconnected after waiting 9 minutes. I called again, got Florida, after explaining my problem yet again, I got transferred to parts department in Arizona, who had no information for me either, transferred me back to Chicago. After I started to get upset because of all the run around, he said “I’m sorry, you’re breaking up”. One of the oldest tricks in the book is to fake interference on the phone. I asked again for Hawaii parts and he said he was texting someone to call me back. That was over an hour ago.

    The “NO SERVICE" service department at Sears SUCKS!!!!! I will definitely rethink about buying any other appliance from Sears with the service agreement protection, which means absolutely diddly squat to Sears. All they want is your money. I’d like to see a true Sears customer service representative contact me back (which I doubt will happen).
    It is now 5:00 HST and the 2nd box just was delivered by UPS; Shipped from Honolulu by UPS to a Honolulu address. RIDICULOUS!!!!!!!!!!!!! They could have easily called me to pick up the two parts or better yet, the service technician could have done it.

    This is your wake up call, Sears. Improve your customer service before you lose all your customers!

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  31. Just want to inform you and hopefully get some feedback as I don’t think that something like this is acceptable.
    I purchased an ELECTROLUX ICON dishwasher and Microwave. They both have had issues from day one and every time I call Sears they are unable to repair and then when I ask to have the units replaced. I am told in a more or less way nice way “ YOU GOT TO BE OUT OF YOUR MIND IF WE’RE GOING TO REPLACE “. But, I guess that after they reviewed all the calls that I have made they decide to approve.
    Here is my dilemma. The first micro wave that I received with a broken fan was replaced and the second one is going to be replaced by Electrolux. The first dishwasher the “ SEARS “ installer could not open the door of the dishwasher so that was replaced. Now the dishwasher circuits’ boards are not working as should be and were replaced and still doing the same. So, the ‘SEARS’ tech came out a ‘THIRD ‘ time and he mentioned that he could continue to replace the same parts and hopefully one will work or I could ask to have the unit replaced. So, I opt to have the unit replaced and now I’m being told that another tech has to come to my house to confirm what the one that came to my house 3 times to resolve the issue said. I asked why another one has to come out when it could not be fix the 3 time that he was at the house.
    Because I told the tech that I refused work the 3rd time and I told her what was I supposed to do when the tech is telling me that there is no other electrical units to exchange except for the same one that were just changed. So, I said to him then let’s replace the unit since I cannot be taking more afternoons off to have someone tell me that we are going to do a trial and error and guessing repair.

    This has been my first issue with Sears. I have always recommend folks to go to Sears for the appliances but after this humiliation I really don’t see that happening.

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  32. When I purchased a dehumidifier, I purchased the extended warranty agreement because the dehumidifier is heavy and I would need in-home service on it. I am 70 years old and cannot cart such a heavy piece of equipment around. The salesman assured me that if I purchased the protection, in-home repair could be arranged. So, I did. When I try to call to arrange this, after a lot of button pushing, I am shoved into a recorded message that asks me to cart the dehumidifier to a repair center. That is exactly when I wished to avoid by buying the extended warranty. Sears is cutting costs so much that they cannot afford a human being to answer the phone?

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  33. I purchased a Nordic Track elliptical trainer from Sears nearly 7 weeks ago and still don't have a working piece of equipment. The first one they delivered after a 3 week wait was already assembled and appeared to be someone else's reject. It was broken, damaged and warped. When the installer arrived two days later he recommended I refuse to accept it. I had already decided that myself but appreciated his honesty. By the way, Sears didn't tell me when I purchased the elliptical that a second visit was required for installation. Instead the sales clerk told me that the delivery men would have it all set up and ready to go. Lie number 1.

    I can't apply the word "honesty" to anything from Sears. I called them that day to get them to send another unit which they agreed to do in another 2 weeks. I asked for a Saturday installation and they set me up for the Saturday afterwards. I was to be called the Friday evening before to give me the time. No one called that evening so I called Sears and found out that the installation order had never been put into the system. The person I spoke with assured me he put it in and that someone would call me early Saturday morning to give me the time.

    You guessed it. No one called me Saturday morning. I called Sears again and was told that it takes 24 hours for an order to get into the system but the guy gave me two phone numbers to call immediately to the installation company. I called both and they were both the same Sears office that was only open Monday through Friday. That certainly didn't help me on Saturday. I called Sears back and got the guy I talked with the night before. He said he'd see if he could get someone to help but he couldn't. I then asked to speak with his supervisor who was very nice and said she'd get someone for me and call me back. She did call back but to say that there was nothing she could do but that someone would call me on Monday.

    No one called me on Monday so I called Sears again. They thought the installation was supposed to happen on Monday. Someone finally tried to really help. I asked for installation on Friday afternoon as I work full time but was going to be off that afternoon. I was assured that the installation would happen Friday afternoon. Guess what? It didn't. I got a call from the installation company telling me they couldn't install it until the following Wednesday. Okay, this is almost 7 weeks after I purchased the elliptical. I had also asked Sears if the charge would hit my credit card before the new one was delivered and installed. They assured me it wouldn't but of course it did. So, I've been billed before I ever received a working elliptical.

    My elliptical is supposed to be installed tomorrow evening. Quite frankly I expect it to be damaged in some way and to not work. I have no trust in Sears or any of their products.

    My take on this experience is that Sears customer service staff will lie and say anything to get the customer off the line. They're very poorly trained and haven't a clue how to do their jobs. Either that or they absolutely don't care. Sears is an incredibly poor outfit to have to deal with. I will never buy anything else from Sears. I feel I've had to expend so much of my time trying to fix their sloppy, dishonest customer service that it isn't worth anything they have. I will tell as many people as I can about this abominable experience with Sears. They deserve to go out of business and I hope they do.

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  34. sounds great looking at all the comments from angry customers ... anyways i was on sears.com today and found a tool set i wanted that was an EXCLUSIVE ONLINE only ONEDAY SALE EXTRA% off ya ya 385pc tool set AND tool box sears not refused to honor the add never even bothered to offer a compromise to the situation wow what a great store ...no wonder they had to sell the tower huh ?

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  35. sears needs to stand behind thier advertisements and spend a little more money on some PROOF READERS

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  36. Sears is the worst. I really valued its work for many years, but now since I have visited the same Sears auto four times for the same issue and still is dissatisfied - I am just beyond any good to say about Sears. Now I called some corporate number and the woman had no idea where to transfer me to.. She wanted to transfer me to the same store I was complaining about. What is the sense of calling the corporate office. Anyhow, she connected me to an area that had nothing to do with my issue - go figure. I ended up calling back to the store I am complaining about, and although I told them it is sad that I have visited the same auto shop four times and did not want to go back to the same store, the manager ask if I would please bring it back to them a fifth time. I said yes, but really do not think I am going back. It wears you out (time, gas, no peace of mind...) It takes at least forty-five minutes to drive there to be disappointed again. I paid close to $1000.00 for disappointing work with my vehicle, still unhappy and they want me to drive back to the same losers... Sears brag about satisfying its customers (UNTRUE, VERY UNTRUE... THEY REALLY SHOULD GO OUT OF BUSINESS...)

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  37. I am done with you Sears, Kmart & any other company you are associated with. In years past you were a reliable national chain that prided themselves on customer loyalty. Today you do't know the meaning of customer service. You have not stood behind your installation of a dryer. I purchased an inferior quality leaf blower & now it's being held hostage at the repair center in Melville, more than likely until the warranty is up. Why doesn't your office understand there's no customer service department without customers. Home Depot I'm sticking with you. Facebook friends, I'm posting this every day.

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  38. On 08/07/2011 i bought Xbox 360. i told by a cashier that i can return in 30 days. i change my mind to by play station. i went their to exchange xbox360. they charge me 15% restocking fee to return that xbox. i lost $200 without buying anything... i call corporate for help. she hang up on me. no customer service. and manager in sears 01248 she doesn`t knw how to do customer service. come on sears corporation do sumthing otherwise no one will be their in sears i am not going anymore to sears to loose my money.

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  39. I would like to say I am surprised by the number of negative comments but sadly I am not after being treated much the same way. A technician ordered a part for a refer I bought at sears while he was at my home; I paid for it with my credit card, his time and the part. After he left I looked the part up online....on sears own website it was $40 cheaper! I searched further and found a parts place with free shipping and the part was $90 cheaper! I called sears to stop the order and issue a refund. I was told they would not and to take the part to a store when it arrived..well that is when the runaround truly started. I won't bore you with the details, 3 stores visited, numerous calls and guess what STILL NO REFUND. I had to wait until today to have the credit card issue a refund. Let them hassle with it...I WILL NOT EVER PURCHASE ANOTHER ITEM FROM SEARS OR ANY OF ITS HOLDINGS. Good luck in this economy.

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  40. i need help bad,,,
    2 salesmen came to my house about a roof,,,,they gave their sale pitch and said it`s a very fair price,,,,when i saw the estimate i had heart failure,,,,,
    my roof is 900 sq. ft. they want $10,565.00,,i said no way ,i even told them i`m 100% disabled but they said sears is the best you will ever get,,,next thing you know the paper work came out and i`m signing my life away,,,
    i have been sick ever since,,,
    no materials were bought and a color was never agreed to for shingles,,
    can i get out of contract,,,
    they should have realized i could not pay such a high price,,
    please help ,,,,
    this letter must go to corporate
    thank you
    vcamaro70@aol.com

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  41. Four weeks ago I spent $8500.00 for a new central air unit. It is 84 degrees in my house and has been since it was installed. I could not get anyone to return my calls, so I called the corporate office and made a claim. The service tech came to my house & said the unit is working fine. I had another company come out to check it & was told we're getting no air flow. Where's the good service that Sears was known for? I want my money back!! This is an outrage.

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  42. THE WORST CUSTOMER SERVICE I EVER HAD TO DEAL WITH. WHY DO WE NEED TO CALL THE PHILIPINES TO GET SERVICE DONE IN THE USA?? THEY DONT UNDERSTAND ANYTHING AND THEY HANG UP ON YOU TOO MANY TIMES. I HAVE BEEN WAITING TO FIX MY OVEN OVER A MONTH NOW AND THEY ARE USELESS. YOU CALL THSI WARRANTY?? TAKE YOUR BUSINESS ELSEWHERE AND DONT PURCHASE ANYTHING FROM SEARS! BEWARE!!!

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  43. Horror story after horror story. I was about to put my horror story here and realized 'why?' Sears doesn't care, they will ignore my complaint here as they have ignored my other complaints (yes, unfortunately more than one).... All in all I have learned my lesson... I feel about sears as sears feels about me... good riddance, I will be happy to never see you again!

    Deb G - Concord NH

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  44. As indicated by the comment made by Deb G of Concord NH, we consumers are not important to Sears as individuals. I've complained about cancelled appointments by Sears to several people and it falls on death ears. I tolerated it because the appliances were well made and the prices were reasonable. I can now attest that Sears products are not even well made. I have experienced repeated problems with my dishwasher because of poor workmanship and product output. When I replace my appliances it will not be with Sears products. When we individuals band together to hit Sears in the pocket and reduce their profits,then and only then will we see any changes.

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  45. If you don't have luck with the particular sears store or their call centers, I would recommend going directly to the sears corporate customer care dept. We have had pretty good luck with them to resolve issues we can't get resolved at the store. We were having a service tech come out tomorrow 8/22 and they cancelled us today!!! Less than 24 hours. Had no luck with the 800 # the autmated message told us to call, so i called corporate customer solutions, they put us back on for tomorrow and get us a gift card for our aggravation because we are loyal customers... Here is a tip- It is sears policy NOT to give out the phone # and email address, just the mailing address. Just google sears corporate in illinois and the info will pop up. Dont ask for the phone # and email address, they will claim they don't have it. Just get it off the internet, it saves you time and aggravation. Sears definately does not get it right all the time, but they usually make up for it in the end. That is why we continue to be loyal customers.
    Chris
    NJ

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  46. On Sat. Aug.13 I went shopping with my mother & sister & we went to lunch at Olive garden & as we were pulling into the parking lot I heard a funny noise coming from the driver’s side tire. I parked the car & we went into lunch & when we got back to the car we looked at the tire but did not see anything wrong so I pulled out very slowly & we still heard the noise so I called my husband & held the phone down so he could try & hear the noise. At the same my sister was on the phone to her husband & both of them said take it to Sears which was about a block away. I did not know what was going on so I drove very slow & pulled into Sears’s garage & explained the situation to the gentleman that did the paperwork. I was then informed that the lug nuts were very loose & my tire was getting ready to fall off. My husband took my car into Sears the previous Sat. to have the tires rotated & no one had bother to tell him that my car has alloy wheels & they need to be re-torque after about 20 mi. Because I had spoken to him & asked him if anyone in Sears auto had mentioned it & he said no because he would have taken the car back. I am an ex employee so I knew a couple of the guys & while we were talking about my car the sales person said it is written on the receipt so basically if my tire would have fallen off Sears would not have been responsible. The tech. checked the rest of my tires & tightened them & I was told I would not be charged. Oh wow. I feel that if anyone has alloy wheels that need to be tightened again both the tech. & service person should mention it & maybe highlight & put their initials on it.
    My husband & I as well as my family are very upset about this especially since right before this happened we were on the freeway going shopping so if my tire were to fall off at the time I hate to think what would have happened. I use to do a lot of shopping at Sear’s & my husband & I always bought our tires at Sear’s but after this I think we might go elsewhere. I did call the manager on duty on Mon. pm & told her about the situation. I asked even for a simple apology but as of yet I have not heard anything.

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  47. Bought dryer at sears heating element went out ordered a new one didn't fix problem tech said order another piece sure to fix problem "didn't" now they want to send out a tech for another $129 alreday spent $180 do they think people are going to keep putting up with this kind of service we all need to unite and run them out of business I personally will never buy another thing from Sears

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  48. Karen R in W Milford, NJ. My husband and I purchased five different appliances with Sears in July/Aug 2011. Our first issue came with the hot water heater they sent and the installers they sent me. The installer stated that he had to charge me additional money for different parts that the water heater needed, on top of what I paid to Sears. Then when they came back two days later with the new parts, the water heater was defective. I had to get a brand new water heater and wasn't given any sort of credit. Then the Whirlpool gold refrig we purchased started to make horrible noises and rattling. Sears came out twice to fix it. they couldn't repair so they had to order us a new one which took a few weeks to come. It arrived on a tues and they wound up giving us a refurbished or older model of this refrig which had scratches, and old butter dish tray, no air filter. When i called to complain that i wanted compensation all they could offer me was a gift card. they finally said they would give me a new refrig and when that arrived, the new one was defective when the installers took it out of the box. I was passed around to a few different depts before escalating my complaints to a sr rep who promised me a full refund. I will never buy big appliances from sears again!

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  49. I can't believe this many people experienced what I did this past weekend with Sears. It hurts my heart to know that a giant like Sears is really dying. After owning only Sears appliances all my 43 years of married life, and the horrible experience I had with them this weekend in my efforts to get my "elite" range repaired sooner than eleven days in the future, I had pondered never purchasing another item from Sears. Now that I have read all these previous complaints, I know for a fact that this is the end of the line for me and Sears.

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  50. On 9/11 Sears wants to run a friends and family sales event. I feel it is poor taste to do on the Tenth Anniversary of the terroist attacks.this sale should be held on another date.what are they thinking

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  51. sears wants to hold a friends and family sales event on sunday sept 11 2011.I feel this in poor taste to hold a big sale on this day.this day should not be a sales day but a day to remember and reflect.what is sears thinking.

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  52. August 30, 2011
    Kenmore Elite freezer bottom refrigerator, year and half old leaking large amounts of water out of bottom. ALso lifted wood floor in kitchen! Customer service rep said I did not have to pay $75 house call fee, but charged anyway. Called again to customer service and new rep said it was an error and she would not stand by first reps statement of no charge. Repair man said compressor is going and I will have to pay $700 for a new compressor by next year (remember this is on 1.5 years old). Do not buy SEARS refrigerators, they do not provide all encompassing service, and try to force you to buy service agreements on items that should last. I am going to climb the corporate ladder this this one!!!!!

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  53. After reading all the comments posted on this site. I swear SEARS don't care anymore. I remember the old days when the Costumer was right and SEARS cared about its costumers. I for one has learned my lesson and will NEVER buy or do business with Sears again.I hope others read this before buying from Sears .

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  54. On August 31, 2011,my fiance and I went into Sears Auto at 2359 Bedford Avenue in Brooklyn, New York to exercise the warranty on my tires. One of my tires was punctured. I waited patiently in the line but became very frustrated when there was only 2 customer service reps assisting customers who had detailed problems that were time consuming. When I approached the manager's office to find out if things could be expedited, she (Ms. Sandra Burke) shooed me away and then later closed the door. The line grew longer and customers along with the working customer service reps were getting frustrated. Ms. Sandra Burke's reaction was unacceptable. Not only did she not come out to see why the wait was so long, she wouldnt even come out to provide assistance to her reps who were overwhelmed. She was mean spirited and nasty and that's not how you treat customers who are there for a service and paying your salary! I will be awaiting your quick response. Thank you!

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  55. I purchased a maytag washer and dryer from sears in store i purchased the warrenty and since purchasing the items the dryer has broken over 4 times the drum stops turning when the dryer was under warrenty i tyied to have the dryer replaced because it wsas the same problem over and over but hte customer service person refused said it had to be the same problem over 3 times well its 4 times now wether or not it is under warrenty the product has a fault not due to customer fault. just called sears and they refused to replace the dryer. This not the service i have come to get from sears in the past . i will plaster this all over facebook and ca;; t\he tv station and tell ever mother i know not to puchase maytag sears products any more becaue you do not stand behind your products anymore sincerely lisa schnell

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  56. We bought a Sears window AC with it's expensive extended warranty that supposedly included annual cleaning and service. Every year during the peak of August heat it breaks down. It takes two weeks to get an appointment that last 5 minutes... while the service guy orders parts then another three weeks for the part to arrive. Then you call to tell them the part is here and it takes another 2-3 weeks to get in the service schedule. Last year by the time service got here we were told it was too cold (outside temp) to tell if this would fix the problem... they would have to come back next spring when it was warm again. Now, this August it breaks down again. And we start the same BS again. When I called customer service I was told there was no way for them to find out if the part was in stock so they could male the next service appointment sooner than three weeks... Here we go again! We sit and sweat with they sit in nice cool offices doing nothing. When I asked to speak to a supervisor after being on hold for some time a young girl with coincidentally the same distinct accent as the last young girl I had been speaking to with a different name comes on the line and says exactly the same thing... They have no way to access the parts department... but, they will have someone from parts call me in the next 24hrs. As others have said, we own lots of Sears Appliances and Electronics. This will be corrected as they come up for replacement! Apparently no one at Sears is aware there are other choices in the market place...Best Buy, Home Depot, Lowes, etc. have all the major brands and also sell extended warranties! Or you can shop on line for the best deal and then go to "Square Trade" and buy a much better extended warranty for less than half of the cost of a Sears extended warranty.
    I am writing this for those that don't know the other options as I am quit certain that no one at the Sears Corporate Office cares. . . they don't even answer the phone number listed on this site! You'd think they might at least run over to one of their stores and pick up a cheap answering machine... oh, no that's right they already no how bad Sear Service is they wouldn't want to shop there and have to wait months for service! Who would they complain to? They also know no one in there corporate office cares either!

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  57. Ahhh... the Sea of HAPPY Sears customers are waiting in line, to voice their disapproval of Sears customer service.Oh' is this a newly established department that Sears has set-up for the masses to whine about.The Resolution Hot-Line.Good Luck!

    Well Sears SUCKER'S, there is no Customer Service Dapartment.Oh' you must be referring to The Resulution Hot Line that listen's to all your concerns? Wrong again! In order to get first class customer service, one must first go to either Lowes ,or Home Depot,etc, where you can actually talk to a
    supervisor in person, and not someone from the JOKE Department.Which is what Sears has become.

    My complaint...This past spring, Sears called me(solicitation), and asked if I would like an extended waranty on my heating system, that I had purchased.I was told if I did that I would receive a free inspection.I agreeded ,and they set up an appointment.Well,stood-up for not only the first appointment but after calling in to "Customer Service"to complain they told me they felt my pain, and gladly set up my next appointment, which they stood me up for another appointment.Last month Sears sent out a Tech. to do free inspection, and instead of servicing my heating system ,they did service on my central air.Called back to complain( just what was I thinking that Sears would actually do something correct?)and set up another appointment again...well today they finally got it right.Whoopeeee!

    Now for my second encounter with "Sears Customer service. Two months ago,my 11yr. old clothes dryer's timing gear went out. I called Sears for repair. The following week a Tech came out,didn't have the part on truck,so it was ordered to be sent out to my house.The following week, the part arrived. Tech came out to replace it.Wrong part, reordered. Following week part arrived, Tech came back..agin..WRONG PART. After numerous "hours" of talking to useless customer service, supervisors,and the Infamous Resolution Hotline(WHATS THAT?)OH' THAT'S the Joke Departmnet I was refering to earlier.Speaking to a C.S. rep.I was told that if I bought a new dryer from Sears, that they would deduct the amount of repair bill, from the cost of a new dryer. Thought about it and ...nah I'll hold on to the old model for a while longer.Sears called me this past weekend to confirm repair, on both my heating system and my dryer...hallelujah? or did I jump too soon? Guilty..the Tech called this morning ,and asked if the part on the clothes dryer came in?I told him no, and he said that he'd ckeck on the part..Well he called back to say that the part was cancelled..more C.S. Resolution Hotline? 0' You bet your azz I did? O'sir, we appoligize for any inconvience.If I have heard that word once , I have heard it a thousand times.Inconpetent? Does anyone have a clue as to whats going on? I have a idea..NO ONE Cares, is more like it. No one takes any responsibility for anything at Sears.Sears has No service after the sale ,period!

    I really can't recall the numerous wasted hours, that I have spent talking to C.S. rep's, not to mention the many hours of lost time off from work waiting on Sears.Oh' did I mention what this has done to my blood pressure. Talking about Postal...yaaawwnnn.Sears has just about worn me,and does anyone at Corporate have a clue?Negative! I'm certain, that most of this is documented, but I only wish my frustration's, and disppointment had been.After 30 plus years of being a loyal customer of Sears, I wont be fooled again.

    I only ask on thing..Are You In Good Hands?

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  58. I purchased a freezer from sears. it was do to deliver today between 5:15 ns 7:15om. at 6:30 i called to confirm and was told that the driver was on the number 11 delivery and i was number 15, which means they were not going to be on time. the driver finally called me after i made the call and gave me a sad sad story of how things were going wrong but the first problem i had was i never even got a call stating that they were going to be late. i later called the home delivery center and was informed that they were coming and i will get my furniture tonight. around 9:45 pm. still no furniture, the only thing they kept saying was i'm sorry, you will get your furniture. what i was trying to get them to understand is that it was almost 10om and that was disrepectful to come to anyone home at that time of night. their only concern was finding out where it was and getting it to me. if it was 10am in ty he morning instead of 10pm , i probably would have understood that but i could not seem to get them to understand how late it was and to comeo to someones home that late was unprofessional. i asked them to cancel the delivery, the representative seem to not understand me, she kept saying i will cancel the order and you will receive your refund. i told her to just cancel the delivery and not my order. she said she could not get it. when you seen your business to other countries and instead of keeping it in the USA this is what happens. can not understand english.

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  59. We bought a new front load washer in January. It worked up until July 25th. Had to wait 4 weeks for part to come in and another week for the tech to install the parts. As soon as the tech left, I washed my first load of laundry and it had a minor leak. Called Sears right away and was told that the tech would give me a call. Never received a phone call. So, called back because the washer flooded our basement. Had to wait another week before the tech was able to make it out. Tech fixed that, washed two loads of laundry and now we are getting an error message. Called Sears back as we have been without a washer for over a week, and now they say that they cannot send a tech out to look at it. Customer service reads a script so they do not even listen to your questions or concerns. Everything is so negative with them and they wonder why people have an attitude. They need to ditch the scripts and listen to the customer. And when they say they will call you back first thing in the morning, they don't. And when you call back in, you get reps that tell you that you are just a number and no one cares about your problems and if we feel like it, we will call you back to get an appointment. Thanks Carlos for all your help, but I can see once more, that customer service is not important to Sears. How these so called reps go home at night and sleep knowing that haven't helped anyone, just add fuel to the fire. I would like to see upper management go on Undercover Boss, or call in as an anonymous customer and see how they feel when they are read the script...I'm sorry, I can't....there is no one here....no, we can't schedule an appointment...such negativity. It should be....how may we help me....I understand your problem.....Let me see what I may do to assist you. I will never buy another appliance from Sears since they do not stand by their own warranty.

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  60. I WISH I WOULD HAVE LOOKED HERE BEFORE PURCHASING FROM SEARS!! I have been trying for six months, SIX MONTHS, to get some help with a patio set that I bought back in March of this year. The love seat and one chair had significant cracks in them. To date, NOTHING BUT SEARS TELLING ME THAT I AM NOW OVER THE 90 DAY RETURN POLICY!!

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  61. Sears in Springfield, Ohio has a manager or HR person....i don't know who she is but she is just plain nasty. My daughter went in for an interview after being called and this woman was not only nasty to us but told my daughter that she wasn't in the system as being called for an interview. What a waste of OUR time! She gave us little to no eye contact and was rude the entire time. She did not represent that store well at all. I will not be shopping there. Just because you have those keys around your neck doesn't make you anything more than a RETAIL employee.

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  62. SEARS is by far the WORST company I have ever had the unfortunate pleasure of dealing with!! Two lemon front loading washing machines - the second one warranty ended when we were on vacation in Mexico - we were unaware and never rec'd phone call to renew. When repair man came to fix it, six days after warranty expired HE ADVISED US TO CALL SEARS AND ASK THEM TO REINSTATE IT...SAID THEY WERE REALLY GOOD WITH THAT STUFF.YEAH, RIGHT! THEY SAID NO! Said, they NEVER call to offer warranty renewals (PS, GOT A RENEWAL PHONE CALL FOR OUR DRYER 2.5 WEEKS LATER!!!!! LIARS!!!!)
    Anyway, we had to fork over $400 for the part for the washer, fine, whatever, but it was back-ordered. HELLO...if a part is back-ordered, doesn't that tell them something - like, maybe this machine is a LEMON?! They need to replace so many that the part is back-ordered!? Anyway, one month, $1,000 laundering costs, and countless hours at the laundromat later - STILL NO PART!!! The customer service people at SEARS are nasty, unhelpful, uncaring, unknowing, script reading idiots who must just be trained to say whatever they can to piss off the customer just enough to get them to hang up and get rid of them!! No resolution is a good resolution I guess. I will never, ever buy another product from them, and I will spread the word any way I can - already contacted Channel 7, NYC news in hopes an investigative reporter will bite on it.

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  63. We have been a customer of Sears for years. Always try and buy our appliances there. We had an appt. for a tech to come and fix our washing machine today. Informed the tech that I have to work so we would appreciate being first on the list. We understand that it is not a guarantee. I called this morning to check on his ETA. First rep. was helpful said she would send a message for him to call. When he didn't call I called back to check to see if he got my message & to possibly reschedule. Was given SUCH A HARD TIME by the resp. who said her name was Angel op#1010 that I was surprised. I got so irritated with her rudeness and attitude that I told her to get a mgr. Of course, a mgr was not able to come to the phone & when I tried to reschedule she said she couldn't do that either. (This was the number to schedule & reschedule appts) I actually began to yell. All of a sudden she rescheduled the appt. It also seems like your transferred to call centers out of the country because some of the reps are hard to understand. Very annoying when you are trying to get help and understand who you are talking to. They don't seem to care. We are very shocked with this service and will think twice before buying another appliance from Sears!! I wonder if this will make the blog since they monitor it first. If its not I will go on Angies List.

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  64. Does corporate from Sears read or care about any of these posts? I was going to leave one on a water heater, but why waste my time, no one cares at Sears! If you have warranty work to be done, you have to pay for the install in advance, so they got their money and guess what they had no record of an install repair --Sears has no customer service-they do not care, bottom line.

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  65. SEARS SUCKS!SEARS SUCKS!SEARS SUCKS!
    DON'T WASTE YOUR TIME POSTING ANYTHING HERE! IT FALLS ON DEAD EARS. SEARS USE TO BE ASSOCATED WITH QUALITY AND CUSTOMER SERVICE. THOSE DAYS HAVE GONE! IT HAS BEEN FLOATED (MUCH LIKE THE CRAP THAT IT IS) OVERSEAS TO A 3 WORLD COUNTRY. CUT UP YOUR CARD IF YOU HAVE ONE AND MAIL IT BACK TO THEM WITH YOUR {LAST} PAYMENT. SMASH ANYTHING YOU HAVE FROM THEM AND RETURN IT TO THEIR DOOR STEP IN A SACK! IF THEY SEND YOU A PIECE OF "JUNK MAIL ADVERTISEMENT" WITH A "NO POSTAGE NEEDED" STAMP ON IT, RIP IT UP AND PUT IT INTO THE ENV. AND SEND IT BACK TO THEM. THEY WILL HAVE TO PAY THE POSTAGE ON IT AND YOU'LL MAKE A POINT. SEARS SUCKS!SEARS SUCKS!SEARS SUCKS!SEARS SUCKS!SEARS SUCKS!SEARS SUCKS!SEARS SUCKS!

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  66. We were stuck in Key West in a flat tire that needed to be replaced. I call Sears and they quoted me $195.00 for a Dunlop Tire. We take the tire off our vehicle and catch a ride to Sears. Upon arrival we are told they no longer have the $195.00 Dunlop and the only available tire to fit our vehicle is a $350.00 tire. I hate bait and switch, liars, scum bags and will never buy from Sears again.

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  67. We bought an LG fridge from sears. The freezer stopped working & we called the warranty # on 9-2-11. They said I would get a call to schedule an appt. Noone ever called. I called back on 9-6. No one returned my call again. I called back at the end of the day & was transferred to get an appt. for 9-7 from 8-12. The tech called 7:30am and said he would be there in 1/2 hr.He never showed up. I called AGAIN and got Austin Texas and the guy said he had been there and tried to call 3x and left a card on the door. That NEVER happened. My door was open and no music or tv was on. They said he could not come back for 2 weeks. I asked for a super and there was none available. I was told this every time I called. They said one would call back. No one ever called back. I happened to notice a sears truck later in the afternoon at the neighbors house and went out to him. He was given the wrong address and was supposed to be at our home. He came in to install the ordered ice maker and said it was the wrong one. He called his office and expidited the part for the 21st and would be back on the 23rd. The part never came. I called AGAIN.
    They said the part was just ordered on the 21st. UNBELIEVABLE. I asked for a super AGaiN and was told there was none. I insisted that there had to be someone in charge - they got me the manager of the call center who gave me the local number. I called that and waited for a "human" for 27 min.. We were discvonnected & miracle of Miracles that lady called me back. I had to expain everything all over again for the 3rd time in less than an hour. She said the part was not expidited and it should be there on the 27th. They made the appt. for Oct. 3 - ONE MONTH AFTER MY ORIGINAL CALL. What a nightmare! We are cutting up our Sears card and will never shop there again. We are building a new kitchen and were going to go there for all the appliances but we are NOT NOW. We will go to Lowes. Incredibly horrible customer service. SHAME ON SEARS!! We had our grandaughters birthday party planned for the 24th and now we have to purchase ice - an inconvience to say the least. NO MORE SEARS - Let's see if the part and the tech show up THIS TIME!!

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  68. sears is charging me for a charge done by my x husband almost 6 years ago. they will not produce the copy of the signed receipt and is screwing my credit up. i am taking them to small claims court they pushed me around and they reopened another credit card w/ a new number because the debt was over 5 years old and would have been forgotton. see u in court sears, they'll spend more money in attorneys then the $ they want from me for one single purchase that I never made!

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  69. I purchased a Fridge from Sears in May no ice machine working replaced 3 times
    Never Again purchased a cheaper fridge
    Waiting for a Refund received a check from them they Stop payment WTF now my bank is charging me a stop payment fee. Waiting for my Refund Check!!!
    NEVER AGAIN WILL I Purchase Any Thing from SEARS
    KMart. Bea Cooper

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  70. I purchased a fridge on around May. 2 lemons
    Ice maker kenmore elite Don't Buy. From SEARS or KMART well over. 1600 hundred dollars. They would not refund my money so I had to by a cheap fridge so I spent. 800 dollars. Here it is Sept. Still no refund they sent a check to me made a Stop Payment on it now my bank is charging me this fee. Are you kidding me!!!!
    I WANT MY MONEY. I have never been in this situation.
    I WILL NEVER BUY FROM SEARS KMART.

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  71. This is a complaint about Sears automotive center at Countryside Mall in Clearwater, Florida. About two weeks ago we had an overheating problem with our car and we took it to Sears auto center at countryside and got it fixed for $290.00. Soon after the problem persisted and we took it back THREE more times and now the problem is still on going. We have come to the conclusion that the mechanic (Ray) who took care of the problem has no idea what he is doing. We will not go back to Sears ever again and we are requesting a FULL REFUND because the work was not done to our satisfaction. I am entering my email in order for someone to contact me about this problem

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  72. I had my refrigerator so called repaired..yeah right. Paid $437.00 for parts that didn't need to be changed.
    Not only have I been on the phone about 6 times and the last time about 2 hours and they still will not refund.
    The new part has been ordered and they are telling me that the same amount is what I would have spent. Like I'm suppposed to believe that. Really messed up have been without a working refrigerator for 2 weeks now...really take your money elsewhere and buy new if you can can.. SEARS SUCKS!

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  73. My husband and I just purchased a new Craftsman lawn tractor online. It was delivered this morning, and part of the deck was bent to the extent that the blades will not turn. The disengage also does not work. The delivery people told my husband that Sears would send someone out to fix this very soon. Well, we got a phone call from "scheduling" and they wanted to schedule an appointment for EIGHT DAYS from now! Not acceptable! Basically, Michael emp #82013, in central TX office, told my husband and I that was the best they could do. When I said we were going to cancel the credit card, and that the tractor will be sitting on our driveway, (since we can't move it!!) subject to weather. Michael told me "I can guarantee that it will HURT YOU down the road if anything happens to that tractor while in your driveway. Even if you cancel your credit card, it is still your tractor and your responsibility, as long as it is in your possession!". Sounded like a threat to me! I asked to speak to his supervisor, and after being on hold for 13 minutes, the "supervisor" didn't want to speak to me, but wanted Michael to resolve the issue before it "escalated" to her. Ummm, I think with the piece of crap sitting in our driveway, the lies told by Michael, along with his sarcasm, the situation has already escalated. I asked for the Corporate phone number and the number he gave me was the number to HIS customer no-service office! I felt like I had Peggy (you know what I'm talking about!) on the phone...transfer...transfer...transfer..etc....Hello, my name is Peggy! He told me he would try to get a pickup scheduled sooner than the end of next week and to expect a call within an hour...and to call him back if we didn't get the phone call. Yeah, right, sure I'm going to call him back!

    We were very excited about this lawn tractor and now we have a bright red 24hp 46" cut platinum twin valve engine piece of non-working lawn sculpture sitting on our driveway, blocking one car, that we can't move! My husband is beyond pissed, I am two steps beyond his beyond, and I'm considering legal action to get them to move their junk off our property! He said we cannot take it to the local store to return it, that we have to wait for Sears to pick it up! By the way...it's been over an hour and no phone call...do ya think I should call Michael, employee #82013, "Mr. Sarcastic, 2011", located in central Texas, back and try to get some real customer service? I think that would be like whizzing into the wind!

    Bill and Tillie, Florida

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  74. You all need to fire the frontdesk girl at the Sears in aventura Florida with percins all up in her face super rude disrespectful doesn't know her hand from her nose and over qouteing prices""! I will take this to the CEO on just how bad your company is treating customers here"! I've bought servals items in ur store I am evening canceling my credit card of 7 years of buisness I have provided for Sears make changes cause let me tell you she has no buisness working for you all treating people the way she does I will find out her name and will email the CEO of Sears the better buisness

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  75. Belinda from Gaithersburg, MD.
    My Kenmore Washer had stopped working on Sept. 3, 2011, so I called to make an appoitment for repair. I had to cancel because my electric had gone out that morning on Sept. 19, 2011. So I scheduled another appoitment, when they came on the next appoitment date they had to order the part for the washer so I had to make another appoitment for Sept. 29, 2011. Sears had to cancel because the repair technician had called in sick, I asked when can they come and fix the washer they told me the next day which was Sept. 30. I thought they was coming, so I get another called asking me to make an appointment which I thought I did, but the man told me that the person I talked with did not talk with the scheduling dept. for the next day and the next appointment would be Oct. 10, 2011. When they say " THE SEARS BLUE CREW TEAM" They mean "THE SEARS NOW SHOW CREW TEAM" I will not buy more big purchases at SEARS and I will tell all my family and friends to do the say. I have to wait for a month to have the washer repaired. Do they just have 1 repair technician.

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  76. We bought a top-of-the-line Kenmore ELITE refrigerator-freezer and have had the ice maker break at least 15 times. When we purchased the extended warranty we were told that if the same part broke four times the appliance would be replaced. However, when we reached four, the person on the phone (in Mumbai I think) said it had to be the exact same part and all the repairs had to be within one year. It's amazing but every time we call it's just over the one year period (or so they say). A couple of weeks ago it broke again and we set up a repair appointment for 6 October. Today I fort a recorded message stating they were cancelling the appointment and for me to call to re-schedule. I did and was told it would be another 8 days before they could come. When I asked to speak to a supervisor, the woman on the phone (in Mumbai again, I think) said I couldn't speak to a supervisor. When I again asked, she hung up on me! I called back and got another person and asked to speak to a supervisor. I've now been on hold for 1 hour 50 minutes with no reply. My wife and I had all Sears / Kenmore major appliances but the problems we've had with the refrigerator / freezer (as well as the Kenmore ELITE 'Oasis' washing machine) have caused us to replace our stove and ovens with Viking units. I think it's safe to say Sears has lost us as customers.

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  77. Sept 23rd I purchased On-Line at the Sears Surplus web site a Blu-Ray DVD player for a friends birthday. On-Line it stated it could be shipped to your home address. Since I live about 50 mile from the nearest Sears Surplus store I opted to have it shipped to my home address.
    I paid with my Sears credit card the purchase price, Tax and shipping and was informed it would arrive on Sept 30th.
    Sept 30th rolled around no DVD player. When I checked my on-line order it said in store ready to be picked up. This tells me they expected me to drive 50 miles to pick up something after paying 9 dollars to have it shipped.
    I contacted customer service to get my problem resolved they said " they would call the store when it opened."
    A day or 2 went by and I didn't hear from customer service so I sent them another E-Mail. They hadn't contacted the store yet they were having trouble contacting them by phone. Come-on it's only a phone call a 10 year old could make.
    I waited a day or so later no on contacted me. Again I sent an E-Mail trying to find out when my order would get here and was told it would take 5 to 7 days before they could tell me anything. To late to be a birthday present.
    The last E-Mail I got simply said the store could not fullfill my order so the order was canceled.
    I don't know what has happened to Sears it used to be a good store to deal with now after over 30 years as a card holder I'll never shop there again

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  78. I live in Chantilly Va and we bought a dish washer from Sears with a warranty. Last month my dishwasher broke and we called to have it repaired, after waiting for 10 days we get a tech (tech ID 0739391 out of the Chesapeake Service District) there only to tell us he needs ot order a part, after another 10 days when the part arrives the tech shows up and puts dents and scratches on my stanless steel dishwaher and tries to leave thinking I wouldnt notice it. After questioning him about the funny sounds coming from the dishwasher and all the dents and scratches he says he will order a new one but asked me to wait another 30 days because if not its considered a call back and it would reflect bad on him (WTF!). I turn my back to deal with my kids and he actually runs out the house. I finally go to the Sears in Fair Oaks Mall Va to discuss the issue with them and I cant get the "right" manager that handles claims (Steve Campbell) to call me back. I will never buy anything else from Sears! I will just take my money to Lowes or Home Depot. If anyone in Sears has a little bit of customer service they can reach me at vanco911@yahoo.com

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  79. I called Sears today. My Kenmore Elite Oasis Super Capacity Dryer does not dry!!! Sears has been out six times since I purchased the dryer in 2008. Every time it is a guessing game as to why the dryer does not dry. I can wash 3 loads of clothes in the amount of time to dry one load. In a 5 person home, this is so frustrating. My gas bill has gone thru the roof. I got the run around UNTIL today. I spoke with consumer affairs at Corporate and they are promising me a new dryer. When my new dryer arrives my faith in Sears will be restored, lets see if it actually happens!!!

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  80. Called Corporate today after calling 18004myhome, the Service center and everyone else I thought could help. My Kenmore Oasis Elite Super Capacity takes 180 minutes to dry one load of clothes!!! Had six service calls since 2009!! Today I was promised a new dryer. If I actually get this dryer my faith and money will be back with Sears.

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  81. dissatisified customerOctober 8, 2011 at 2:12 PM

    I called to have my washmachine serviced. Over the phone they said that it was the pump and ordered me one and told me to call when it arrived which I did. I waited patiently for a week and a half for them to come to my house and to tell me that it was not the pump. They said it was the computer system and again ordered parts. The parts as usual come quick. When I called the next day to let them know the parts came they told me I would have to wait another two weeks before some one could come out and repair it. I think that is ridiculous. This is the third time I had a problem like this with sears. The repair men come and parts are ordered but they always have to come out because when they get their the technician never have parts on the trucks. I have sent a claim to the better business bureau. I will never again have a service contract with sears because they are imcompetent and let alont their employees rude right down to the supervisors. I read a comment that even when you call corporate headquarters then don't even help you, well shame on them because I will never buy a sears product again and will make sure that anybody I know I will let them know not to either, they are making a bad mistake. A very very very dissatisfied customer

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  82. BOUGHT 4 TIRES FOR MY SONS CAR. 13000 MILES LATER (AND WITH PROPER CARE 1.E. TIRE ROTATION) THE REAR TIRES ARE BADLY WORN. TOLD BY SEARS THAT THERE IS NOTHING THEY CAN DO -- AND I SHOULD HAVE MY SON DRIVE UNTIL THEY ARE MORE WORN AND THEN SEARS CAN FILE A COMPLAINT WITH THE MANUFACTURER. ARE THEY JOKING. I SHOULD LET MY SON DRIVE IN THE APPROACHING WINTER MONTHS (AND WEATHER) WITH BALD TIRES?? -- CALLED CORPORATE OFFICE TO COMPLAIN AND THE CUSTOMER SERVICE PERSON WAS EVEN STUPIDER AND RUDER THAN THE SERVICE PERSON AT THE STORE. SO TOMORROW I WILL HAVE NEW TIRES PUT ON THE CAR AT A LOCAL TIRE BUSINESS.. JUST SHREDDED MY SEARS CARD.

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  83. I have been buying appliances from sears for thirty years now i will never do any business with them againe do to the severe disrespect i have gotten from them about my washing machine. Which at this time has no date in sight for any repair.

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  84. I went to Sears yesterday and was looking for the Plus size dept, only to find out that they did away with it. I was talking to an employee and she told me to make a complaint about this. I will never enter your store again because you don't seem to want fat people to come to your store. I have been a loyal customer with a charge account for 40 plus years. I am totally done with you guys to many other stores out there who carry plus sizes. Very Bad experience so sad I will also be giving up my charge. Thank you from a Plus size Gal

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  85. I have recently had the misfortune to deal with searspartsdirect.com I say misfortune, because I ordered a part, paid exorbitant shipping and unfortunately it was the incorrect part. After being reassured that I could return said part in 90 days, I ordered the correct part, paid exorbitant shipping again, and got the right part and repaired my water softener. Since then, I have made 2 phone calls and 3 online chats trying to get a return label to return the unused and uninstalled part. Every person tells me the label is sent, then it doesn't show up. I am not sure if this is to discourage me from trying to return a part I have zero use for or if this is just some lack of follow-through from Sears. I have purchased EVERY appliance I own from Sears, all within the last 5 years. Aside from the disappointment of having a 4 year old water softener require a part that cost more than half the original cost of the unit, I am now forced to call/chat with Sears on a regular basis to get a portion of my money back. And for that privilege of returning my part, today i was informed i would be charged $7. The previous 4 people mentioned nothing about this charge. All of this frustration is resulted in my determination to purchase my appliances from other stores in the future. And if the water softener is any indication, it wont be long before I need to.

    In addition to this frustrating round about trying to get assistance, I decided to try to contact Sears through their website email option. After writing an email and trying to make sure I was making my point, I hit send to get an error message, that the link to email customer service didn't work. This is about the best description of my Sears experience that I could make.

    I want to return this part. I want a label. And I want customer service to quit inventing charges every time I try to do something they claim to offer hassle free. Enough already.

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  86. This is absolutely ridiculous. I cannot believe how poor Sears service has become. Washer delivered with damage, 2nd washer delivered damaged. On hold with store and customer service forever! Numerous disconnects, one rep was either texting or otherwise preoccupied because she could not even understand that I needed to change a delivery date. Had to speak with supervisor for that. They have one more attempt to get it right and then they are takikng back the washer and I am going elsewhere and will not buy one more thing from Sears, Kmart or Lands End all of which I purchase from frequently. I think only appliance in our house that's not from Sears is one TV.

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  87. How much worse can a consumer experience get?

    I placed an online order, received a confirmation email with an expected delivery date. The product did not arrive!

    Being patient I waited a week beyond the delivery date and then inquired to Sears customer service via their call back program.

    I was immediately badgered, harassed and accused of calling the previous day(s) about my order. When I explained that the call was my first, Sears's customer service representative disputed my claim, belittled me and argued the point further.

    Then, the customer service representative accused me of cancelling the order, using verbally insulting intonation to mark her point.

    I contacted Sears Customer Care representative Imran Jooma by email, expressing the vexatious nature of my interaction and hoped to find some resolve. My inquiry was bounced to another representative with the response "Your Canceled Order".

    What a disappointment! I maintained a professional and courteous disposition throughout this ordeal. Sears accepted my money with a promise deliver said goods. Then breached the agreement, insulted me, offended me, slandered me and kicked me to the curb!

    To the Sears Corporate Office- Your company failed in all respects (order number 00978174000).

    Michael

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  88. How mad do you have to get before Sears does anything. 86 people (on corporate website) before me have complained. I'm guessing all of them are as mad as me. It boils down to ONE thing. Customer Service! Sears doe NOT understand it. Attitude starts at the top. Obviously Sears corporate culture is so bad they gave up on teaching customer service. What was once a retail giant is slowly going out with a whimper because the corporate "suits" can't figure out what America is looking for, Good CUSTOMER SERVICE! It is a shame that a corporate and retail icon is so badly managed. Sell your stock if you haven't already. Sears will not be around around another decade.

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  89. This is for Sears Corporate Office in IL. I purchased a 32in. t.v. from K-Mart store,had it less then 2yrs, & the backlite went out, I wish to give " A BIG THANK YOU" TO SEARS CORPORATE OFFICE/HOFFMAN ESTATES IL/.To MR. JIM BRUDER, for following through & helping me to recieve a New Samsung T.V. within 2 weeks time plus a new warrantee/guarantee on this television. Thank You Sears for following thru & makeing me a very happy Sears Customer!"I Love My New 40in. Samsung Slimline T.V." Dianne A. of Kingman AZ. "Thank You MR. Bruder."

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  90. Three generations of our family and extended families have been loyal Sears customers. My husband, son, and both daughters have every craftsman tool ever made, as did my father and father-in-law. Recently, my husband and I purchased a refrigerator, dishwasher, and stove from the Knoxville, TN Sears store. The stove had a dented panel and a missing part. Instead of going through the costly hassle of ordering parts and sending repairmen out to fix the stove, the store simply sent a new stove and took the defective one.
    My daughter, Susan, bought a Bosch washer and dryer from Sears in Falls Church, Virginia, in September, 2010. The dryer drum broke one week over warranty. She notified Sears on September 14, 2011. That was almost six weeks ago. Since then there have been 4 repairmen out to attempt to repair the dryer, the last two being yesterday. My husband and I surveyed the broken drum and took pictures of the flimsy steel and shoddy workmanship. We then stayed for at least an hour while both men were there attempting to fix the dryer. We all agreed that this dryer was a lemon.
    My daughter just got off the phone with a representative from corporate and got nothing but a hard time. Obviously, in these economic hard times, Sears does not feel the crunch of other businesses in the U.S., and customer satisfaction apparently is not a priority. The very least Susan should have been offered is $500 store credit toward anything. Instead, she was offered $500 credit toward another dryer from Sears. But she is limited to a Bosch since the washer has to plug into the dryer in order to work. Why would any reasonable person agree to that offer, when we have just witnessed how Sears backs its products. In addition to taking off from work to wait for the repairmen, the cost of the damaged clothing, the cost of the warranty, and the cost of the doing her laundry elsewhere, she is already out over $1000.
    Once I pay off my Sears bill and use my points, we are done with Sears. The Lowes and Home Depot stores are closer, anyway. Loyalty is a two-way street.

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  91. I will not shop at sears ANYMORE!! they are so high pressure..once before bought a vacuumn and recieved nothing but calls to have extra coverage on it..Now for the past 2 weeks ,my phone has been called 5 times a day automatically,yet NO MESSAGE LEFT ON MY PHONE!! nothing stating IF YOU DONT ANSWER IT WILL KEEP CALLING YOU. It could say we need to have you tell us to stop calling..Well isnt that screwed up..So if your gone,you come home to 30 hang ups,that you have to weed through... So then i just had went and bought another vacuum for my mom more recently , the guy couldnt find stuff on the shelf,and then sent me home with the wrong damn bags.. Get it together sears!!!

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  92. FRAUD is what Sears Repair Service is all about. This is the theirs time they confirmed a repair appointment and never showed or communicated that there was any need to reschedule. Each time I took a day off from work. I would NEVER buy anything from Sears again (after 30 years of being a loyal customer.) they should be forced to compensate their customers for the negligence committed and also to shutdown their repair service.

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  93. My 11 yr old Kenmore Fridge died, I won't outline the numerous moderately successful and the failed boiler room conversations with the Sears version of "Peggy" - but had some really poor experiences with those people. Called their Corporate headquarters and theyre honestly concerned about customer satisfaction and they're making it "right" by me. I'll shop at sears, but I know the 1-800 numbers just don't work. You're not going to resolve a serious problem talking to a pimple farm with a hangover.

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  94. Purchased a Kenmore washer/dryer from Sears in downtown SLC for our condo which is a second home. Every model that we were interested in was back ordered. The nice salesman had a great idea to sell us the floor models of a nice red front loader washer and matching dryer which had features that were fantastic and they were marked on clearance. It had a little scratch and a small ding on them. We also had to buy a stackable kit and a hose on top of that and they delivered that with the w/d. It took them 5 days to deliver. The delivery guys said that something was wrong with the electrical system of the condo because the dryer wouldn't turn on and the electrical box showed a red line on the dryer switch in the fuse box. They said the washer was working fine. Called electrician to come out (he came 4 days after) and he said it wasn't our brand new condo's electrical system but Sears had wired the dryer backwards. My husband asked him to fix it and paid him $70 so we wouldn't have to wait for Sears to come back out and have this dryer out in the hallway until who knows when. A few days later, I went to use the washer for the first time. 5 minutes later I get a beeping noise and I go to check it out and it has an error code of E1. Sears never gave me a manual. Called Tech support and they tell me it wasn't getting water. I get the water turned on because the Sears guys never turned it on. I hear another beeping noise while I was in my living room and I look up and there is this river of water coming toward me on my brand new wood floor. I run through the water to turn it off and call the maintenance people to bring a shop vac up to help me shuck up the water. The water goes through the floor into the unit below us too and ruins their wood floor too. Called Sears and they did the test from the washer through our cell phone to their computer system and determined it was a water pressure level sensor that was broken. They order the part and it took a week to arrive and they can't get anyone to come right away. Had to wait until the next week. Today only one guy shows up with no one to help him lift the dryer off of the washer and I had to get someone to come help him because he couldn't get a guy out to help him right away. He replaces the part and he starts it up and water is coming out of the bottom of the washer again. He tells me I need a new washer. Called the tech up and she says that since it is a floor model, they can't replace it without us paying $400 more to get a similiar washer to match the dryer. We have had enough of Sears and we requested a refund on both the Washer and Dryer. You have lost our business for good now. I hope we get our wood floor and the guy below us floor replaced soon. Waiting to see how fast Sears takes care of that. Our homeowners insurance is with Farmers and they are going to work with you to make sure it gets done. Sears has really gone down hill in quality and customer satisfaction.

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  95. Another thing that happened to us. We bought a 60 inch Sony and the salesman tells my husband that we get 2 free 3D glasses and a 3D Alice and Wonderland DVD. After he rung him up, he goes in the back to get the $400 value package and comes back to him and tells him that he is sorry but Sears had run out of this and it is while supplies last. Don't you think he should know that before he tells my husband this and before he rings him up?

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  96. It is incredible reading these comments! It helps to not be alone in this. So many of these comments are identical to my story (which is why I won't bother to write it here) but Sears can rest assured that there will complaints made to the BBB, official letters sent to everyone involved in Sears Corporate, and all their secretaries and their mothers...I'll be posting on Blogs, FB and even Tweet to remind people never to give their business to Sears! Like one person said, I used to have a great deal of respect for the name and I trusted them fully. Now I truly hope we can put them out of business and not accept this kind of "un-service"! I would like to organize an official boycott. Maybe we can start an I Hate Sears website and see where it leads...

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  97. I bought a Kenmore stainless steel stove, refrigerator, and dishwasher from Sears four months ago. The stove stopped working (the oven or surface untis will not heat). I called customer service and was told that it would be two weeks before someone would be able to look at the stove and it could be an additional two weeks after that depending upon whether the part is available on the truck or not.Both my family and me have bought products from Sears for years, but this doesn't seem to matter to Sears customer service. I will share this experience with everyone I know who is considering buying a product from Sears.

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  98. Did anyone else happen to buy a Panasonic Vieja 3-D 55 " plasma on October 10th? I was promised 4 sets of 3-D glasses with purchase of this set, from the Auburn, ma. store. They have never arrived and now the store is telling me they were not included. At time of purchase, the store told me this was a sale that had just started that day. I have been trying to get this order worked out for 21 days. Botched delivery, not the items I ordered. Rude teatment from Sales associate!

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  99. I will never ever, buy another thing from Sears again. Every year I get harassed 3 to 4 times a day from Sears telling me my appliance coverage is going to end and I need to renew, so me like an idiot I renew, only to get tortured every time I need service. And this renewal costs me 500.00 each time. So, I call Sears to make an appointment for my dryer that is not getting hot. They try to push me 3 weeks out, and I'm like no way I need service sooner. So they book me for Monday and I am told tech will be there between 8-12:00. They again ask what problem is, and I tell them it is the heating element in the dryer, it went bad. So Monday comes, at 11:30 I get an automated call telling me technician is running behind..OK fine, 12:00 comes, 12:30 still no one so I call and I am told "OH YOU"RE TECHNICIAN DECIDED TO NOT COME TO WORK TODAY" my response "OH REALLY THEN HE SHOULD BE FIRED, AND WHAT HAPPENS TO EVERYONE ON HIS SERVICE LIST?" Customer Service tells me they are trying to figure that out, I said to them don't you have back up techs? and they said no. Customer Service tells me they are going to have service manager call me in 20 minutes, NOW WE ALL KNOW THAT'S A CROCK!!! Well 20 minutes goes by no phone call, so I call customer service again and they put me on hold to call service manager, while on hold my phone beeps and I answer and guess who it is "JOE" the technician telling me he will be at my house in 10 minutes. So the rep on the other end gets back on and tells me "I'm sorry we are trying to figure out what to do, we will get back to you" so I said to her Oh really???? Joe your service Tech just pulled in my driveway, I thought he decided not to come to work today, so then she has the nerve to catch an attitude with me, I guess it's because SHE looked like an idiot. Ok, so "JOE" comes in takes my dryer apart and tells me the heating element went bad, and I told him I KNOW!!! So he goes out to his truck to look for part after about 10 minutes of doing god knows what out there he comes in and tells me "I'M SORRY I DON'T HAVE THE PART, I USED IT 3 DAYS AGO" WELLLLLLLL You all could just imagine the rage I went into, I was screaming asking him what kind of service tech are you????Don't you restock your truck???You use a part put it back, I also told him you knew why you were coming here today you idiot don't you look to make sure parts are there?? I told him how he wasted my day, I took the day off from work for this crap. So after he packed up his tools and ran from my house, I had to get back on the phone with customer solutions who are all nasty, could care less, one girl even had the nerve to talk to me with her mouth full of candy...so unprofessional. I demanded they overnight the part to me and they told me they can't. Well after being on the phone with 10 different people again today and gettng nowhere I won't be getting this part for another week and I can't even get onto their schedule to come back out until December. So after paying $500.00 for a maintenance agreement I now have to hire someone privately to come put this part in, so I don't have to keep going to the laundromat.

    This is not the first time this has happened to me. This story I just told already happened with my washing machine. I have even made appointments and waited home and no one showed up and when I called they said OH WE OVERBOOKED SORRY!!!! Or they changed time on me and I missed tech. The tech has ordered parts, the parts come in he comes back and they are the wrong parts, it is a nightmare dealing with them. I swear every time I have to call them for service I get sick to my stomach.

    Sears is the worst, I will never buy anything from them again, next time I need appliances I am buying at Lowe's, Home Depot or Best Buy. I plan on paying off my Sears card and shutting it.

    I heard a rumor that Sears will be closing.....GEE I WONDER WHY????? COULD IT BE CAUSE THEY SUCK???????

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  100. This happened to my friendNovember 5, 2011 at 2:14 AM

    I worked for Sears 2 & 1/2 yrs. and was forced BY Management through Abominations to RESIGN even after taking a Medical Leave of Absence prescribed by my doctor due to the management conditions they FORCED me to work under. They Refused to let me transfer to another department and Refused to let me transfer out of The Great Indoors!

    I finally found a new job... gave my 2 week notice and worked through my 2 weeks because I thought it was the right thing to do... maybe one day in the future I would want a job with Sears again, when there was a change in leadership... this would allow me to do so.

    LOW & BEHOLD... I applied for a job recently and guess what... I WAS TOLD I AM UN-REHIRE ABLE!! They refuse to tell me WHY! They say I can't see my file because my file is gone!

    SCREW Sears! and SCREW their Corporate Administrators as well!

    I worked hard long hours for that company for minimum pay, was reliable, trustworthy, dedicated & respectful... a value to their company spoken through written compliments I received...

    I refuse to shop at Sears or K-Mart who now owns Sears!

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  101. Sears is apparently determined to loose any customers they have left and go bankrupt.

    Online order placed 10/15/11. It is now 11/7/11 and after many emails to their "VP of customer service" imran@customerservice.sears.com and having received many responses of they're looking into it no one from sears can tell me what has happened to my order or is willing to reverse the charges to my credit card. I should have known not to deal with Sears when I couldn't find anyone in the store to help me.

    At the time I placed my Sears online order I was in the Sears store at Quakerbridge mall in Lawrenceville NJ. I spent over an hour in the store looking for someone to help me in the shoe department. In fact I was not able to find anyone that would admit to working for Sears in that store. There was not even a person working at the jewelry counter to ask for an associate. I placed the order online in the store on my iphone before I left there in disbelief that there were no associates available to help customers.

    Stick a fork in SHLD and short it after the holiday season. They have no structure in place to keep any business. I'm done with Sears as I will now need to contest the charge with the credit card company.

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  102. OMG,,,,I just read only 1/4 of the complaints and I am in shock. What has happened to the Sear? They used to be the go to place for all kinds of things and now people have anger in their hearts for the horrible service and cheap items they sell,,,,from clothing to the appliances. I bought diamond earrings with a two year warranty. When my daiughter put them on the backs were very loose. I complained to the store and she gave me differnet backs. She wore the earrins for the first time since we got the new backs from Sears nd guess what,,,,they were too big. But, when we fianlly realized it,,one of the earrings had fallen off and we did'nt know it. We cannot find it and the store and customer service stated they they do not cover this even though the we were sold the earrings with loose backs. So,,,,,,,,Sears,,,,,you have really gone down hill. I will be contacting BBB today.

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  103. I DON'T EVEN KNOW WHERE TO BEGIN! THEY CUSTOMER "SERVICE" PEOPLE ARE THE MOST INCOMPETENT, IDIOTIC AND UNEDUCATED PEOPLE I HAVE EVER DEALT WITH. ALL OF THEIR RESPONSES ARE COPIED AND PASTED IN NO SPECIFIC ORDER OR MEANING. THEY DON'T EVEN BOTHER TO CHANGE COLOR OR FONT SO IN AN ATTEMPT TO LOOK LIKE THEY ACTUALLY WROTE IT THEMSELVES. THEY ARE IDIOTS WHO HAVE NO IDEA WHAT THEY ARE DOING OR SAYING.

    STAY AWAY. I AM WAITING NOW FOR 2 WEEKS FOR AN ORDER I CANCELLED 15 MINUTES AFTER IT WAS PLACED.

    I CAN'T EVEN GIVE YOU DETAILS OF THE MANY EMAILS BECAUSE IT WILL MAKE ME CRAZY ALL OVER AGAIN

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  104. Wow! I searched the internet looking for an actual mailing address for Sears Corporate Headquarters and this is the site I found. After reading almost all the complaints posted on this site I have learned a few things. First thing is, I have calmed down. A little while ago I was so irate about the horrific service I received today. But after reading the horrific stories you all have had too with Sears and their customer service and their 1 800 4 MY Home Customer service and their technicians; I see that we are all in the same boat.

    I purchased the Kenmore washer and dryer from a Sears store here in Jersey back in 2006. I took the extended warranty service for 3 years. 2 years ago I renewed that warranty service for 500 dollars plus tax. I'm under warranty until December 2012.

    The washer and dryer are the biggest pieces of crap I have every wasted MY HARD EARNED MONEY on!

    First of all the washer is a top loader (glass see through top) with no agitator. I had researched the hell out of this technology back in 2006 before I spent the kind of money I spent on this set. I felt confident in these machines. Little did I know that the hunk of junk that I was getting rid of would of been better to keep than replace compared to the Oasis set that I purchased for approximately 26 hundred dollars!!

    Sears appliances are NOT what they used to be. The washer spelled out all kinds of codes on me like F1 and F4. The dryer did the same thing with F44. I've had these machines services 5 times in the past 5 years for problems plus I've had them maintenance checked each year. The appointments I've made and Sears has called to cancel are too many to mention here. Not one appointment was ever kept or was the tech on time. Almost all appointments needed to be rescheduled. Never by me. Always by Sears.

    It was so disheartening to see the RUST underneath the top of my washing machine. Why was there rust? Because the tube (looks like a large flexible straw) had a crack in it and my bleach was spilling out onto the underside of the top of my machine. Guess what?? RUST IS NOT COVERED!! Okay so you say rust in not covered, but it was YOUR defective part that caused the uncovered rust. I got nowhere with nobody. I asked for managers on top of managers. I got nobody. Everyone apologized to me, but no one was able to help me.

    My husband had to go inside the washer and scrape away that rust and apply some kind of something or other to prevent further rust from forming.

    That was 2 years ago. Well guess what? The washer is leaking again. Just like the last time. I phoned on 10/31 to set up repair appointment. Today (November 11th 2011) was my appointment. Guess who called me at 4:00 p.m.? You got it. Sears customer served called. They told me that the technician went home sick. They need to reschedule me. Now I have to wait until 11/23 for the technician. I have to deal with the same leak I had 2 plus years ago and knowing that that bleach tube is cracked again.

    I am so beside myself. My grandmother must be rolling over in her grave. She used to work at Sears back in the day when Sears was very reputable and customers were ALWAYS their #1 concern. Sears has gone downhill so badly now. I really do hope they go bankrupt and out of business in the very near future. It would serve them right. But you know what? Next year at this time when it's about a month before my warranty service expires they will be contacting me to renew again. They will want my 500 plus dollars for another 3 years of pure HELL!!

    I hate you Sears. Your employees are incompetent and I know that you just don't give a damn about customers. It's a shame.

    Sue from Central Jersey

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  105. How desparate Sears has become! They now feature clothes representing a woman & family that is known for her porn tape, big ass and foul mouth and now making a joke out of marriage. They now sell clothes that street walkers would wear. This family are media whor*s and Sears has jumped on the band wagon. This certainly is not the Sears my family before me and I have known. The person in charge of this marketing plan should be FIRED!!!!!

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  106. I never really realized how bad the customer service was at Sears until my husband and I bought a battery last Friday. On 11/11/11 my husband was running late for a job. He stopped to pick up some nails for a job and when he came out the truck wouldn't start. He thought it was the battery, so he took my car and ran to Sears to buy a battery. The battery was $220.00. We put the battery in and the truck still wouldn't start, so we had it towed to our local shop. We found out it was the starter and not the battery. In fact our battery was fine, so we pulled the new battery out. Our first available moment to take the battery back was on Sunday 11/13/11. We had our receipt and the battery obviously was brand new. They wouldn't take it back. They stated that since it had been installed they couldn't return it. I explained to them that we hadn't even used it. The moment we walked up they made us feel like criminals, and acted like they didn't believe us. They stated there was no manager to speak to. I went over to the main building to speak with a manager. When I found Priscilla, she spoke with automotive who told them that our terminals were stripped! That is completely untrue. So naturally my husband was mad. Then the service gal called my husband a liar!!! Right to his face. He was so angry about being called a liar that he was getting loud, so they called security on him! Unbelievable! There is nothing on the receipt for the battery stating that it cannot be returned once installed. I didn't see any return policy posted at the auto center either. If it was printed or posted or even verbally given, I wouldn't have even tried to return the product. Instead, now I have a battery that I do not need, nor do I want it or any other product from Sears ever again. It's the worst customer experience I have ever had or hope to have in my future. I'm hoping this post serves as a warning to those who feel that Sears is there for their customers, because they are not. They are happy to take your money and that is it. It makes me want to return all the other items I have purchased including all my appliances, clothes, tools, and the multitude of products in a 25 year purchase relationship.
    LHanse24@yahoo.com

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  107. Dear Sir,

    I am very dissatisfied with Sears. For the past few years I have given your company the benefit of the doubt but no longer feel that I can do that. My most recent attempt to deal with Sears has cost me. These are the circumstances:
    I came into the tool department to buy a drill guide. I had seen one on sale the previous week for $20.00. Of course the sale price was no longer available and the price was now $30.00.
    The salesman asked if I had a Sears credit card and when he looked it up, found that it had expired. He said I could get a lower price for the guide if I opened a new account. While filling out the information for the card, I inadvertently dropped a zero from my annual income going from $100,000 to $10,000. The salesman, Mr. Steven Vanclief, input the information for the application and when I was not accepted for the card he laughed. He did ask if I wanted to put the sale onto another card, but I didn’t understand being rejected and when I said as much, he laughed again. He seemed to get a lot of pleasure from my discomfort. I understand that people sometimes laugh when they are embarrassed or uncomfortable. His smirk let me know this was not the case.

    My family was raised with Sears. We did the majority of our shopping in your stores. We’ve watched you slip in quality and service over the years but the Craftsman brand remained solid. Now, because of this recent situation, even that is spoiled for me.

    I’ve been a businessman for forty years. I believe improvement can only happen if you recognize your faults.

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  108. I purchased a Samsung dishwasher from Sears, along with about $10000.00 in other appliances, around June of 2009. From the start the dishwasher has issues and I had to have Sears repair come out 2 or 3 times for the same issue - a grinding noise during fill-up, empty and during the wash cycle and rinse cycle. I also had issues with the dishwasher not drying well and the technician told me that it would always need to be in the sanitize cycle in order to wash and dry properly.

    On 11/13/2011 I had to contact Sears repair again for the same issue – grinding noise during empty wash and rinse. Sears Repair sent a repair confirmation on 11/15/2011. They never showed and never cancelled.


    I called and the customer service representative informed me that they had canceled the appointment because they did not service Samsung. They did NOT at any time prior to this conversation inform me of the cancellation. I waited for service for 4 hours. After arguing with them that I knew that they indeed did service Samsung, they transferred me several times until I reached someone who promised to get someone out here at no charge.
    Today, a very smelly, dirty technician showed up and after listening to the dishwasher for 3 minutes, concluded that it needed $500.00 in repair parts. He did not do anything else but listen to it. The same sound was made during the first two or three Sears repair appointments and those technicians never changed any of the parts he was now suggesting needed to be replaced.
    Of course I am not going to go this route as I could buy a new “Working” dishwasher for the price of parts and labor. So I refused his recommendation.


    He then tried to charge me for the visit which of course was to be free.
    I have several issues with Sears at this point. Without repeating what happened with the repair appointment, (there were emails that were never responded to and a phone call where I was told your systems were down so I would need to call back) your customer service is severely lacking.
    I have a high-priced, supposedly top-quality dishwasher that has been an issue since day one. If these parts are the issue now, they most certainly were the issue back then since the sound has been present off and on since the date of purchase. And, the reason I called for repair the previous times. Finally, dishwashers should last longer than 2.5 years, especially at this price point.
    I believe I even wrote on the receipts for repair back in 2010 of the ongoing issue that was not being resolved.
    I have been a customer of Sears for over 25 years. To be treated this way and to be stuck with such a horribly defective nee expensive product because the first technicians failed to deal with the issues properly is unacceptable.

    Update: On 11/19/2011 my husband John went into Sears to buy the new replacement dishwasher. As I said, we have been customers forever. We had to open a new Sears Account the week earlier to buy a refrigerator because we had not used our old account since 2009 and they had apparently closed it. When my husband went to add this dishwasher on to the account it was declined because Sears had only given us a $3000.00 credit limit. So, he tried to raise the limit and was denied. Crazy – with our history and our credit rating! I can tell you that this is the worst experience I have ever had with Sears. I hope this is not a sign of things to come. Delivery and installation is scheduled for 11/22/2011.

    Update 2: At 7:50 am on Monday 11/21/2011 I received a call from Amanda at Pacific Express, the company installing my dishwasher, informing me that they did not have any openings for installing dishwashers until after Thanksgiving. No one from Sears called me. Of course this is completely unacceptable and yet another major issue I have with Sears’ service.

    Never again will I do any business with Sears.

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  109. Am very disappointed Sears is doing business with the sleazy Kardashians, their show is laced with foul language & x-rated behavior and it’s actually quite shocking Sears would have anything to do with them. We’ll not be purchasing anything in the future from you because of this relationship.

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  110. I am so upset with sears!!! My parents bought a tv through their local store which they paid with cash and the store then gave them gift cards to purchase the 46 inch samsung flat screen tv.
    the Tv was to be transferred to the Boynton Beach, FL store for me to pick up on a sunday, my only day off from work.
    Low and behold the TV was not in stock and sears.com cancelled the order.
    My parents nor I was notified that the order was cancelled until I went to go pick it up.
    I spent 2 hours in the Boynton store with the ops manager who was quite helpful and tried several times to get the TV ordered again via sears. com and or the store in southern ILL.
    Sears.com would not coperate with either store and said they would send the gift cards back to my parents and it would take 7/10 days for them to recieve. By the time they recieve the gift cards, it will be 3 weeks since the original purchase was made and then it will take another week for them to re-order and deliver the gift cards and the case manager at the customer service number said they were sorry for the delay and they could send my parents a $10.00 gift card which is a slap in the face for all of this frustration and confusion!! We will NEVER shop sears ever again!!!!!!! They paid almost 900.00 for merchandise that we do not have!!!

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  111. I love how the statements are ALWAYS different from what they show on their computers. Even the "copied" computer statements that they see. For the past 2 years I have been non-stop fighting with them. They told me tonight that their is not a glitch in their systems but I'm sorry don't electronics ALWAYS have glitches. I am sick and tired of them always smacking me with a late payment fee because I WORK FOR MY MONEY AND NOT SIT ON MY BUTT ALL DAY LONG WITH A HEADSET ON MY HEAD AND TELL PEOPLE THAT THEY ARE WRONG AND DON'T KNOW WHAT THEY ARE TALKING ABOUT(EMPLOYEE NAMED EDA). Today's economy as we all know is tough but yet all sears seems to do is LIE to their customers after what I have read on here and take people money. They smacked a late payment on me for freaking $3.00. And EDA told me to pay the minimum due when I get the statements. I'm sorry I have mouths to feed and others bills to pay for that I can't stop my money just to satisfy EDA even though my bill was PAYED ON TIME!!!!!!!!! All over $3.00 lousy dollars MY MONEY IS GOING ELSE WHERE AND I WILL POST SIGNS TO NOT GET A CARD WITH SEARS BECAUSE ALL THEY DO IS STEAL FROM PETER TO GIVE TO PAUL AND LIE!!!! My money is going elsewhere!!!

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  112. After 20+ years as a loyal sears customer I am thoroughly disappointed in sears. I called sears to purchase a TV and after going through the long process of finding my store, making sure that one was available, processing my order to be picked up at MY store, and completeing(I thought) the transaction; everything was good until I received the email confirmation. The person on the end had placed the order to be picked up at a store that was 60 miles out of my way! When I called, I was told that was no problem they would have the tv shipped to me for an additional charge of course. I agreed to pay shipping on the item and gave all of my information Again. I was then told that I lived too far out of town for that item to be shipped. (WHen I agreed to pay shipping and UPS AND FEDEX both deliver to my neighborhood on a daily basis.) So we determined to try to find a comparable item only the tvs they were trying to get me to purchase were $160-300 more than the item that I picked out. After coming to no resolution I had to cancel the order only to receive an email that the order could not be cancelled. I have never dealt with such incompetents. I was very clear when I ordered the TV where it was to be picked up and even told them befor I ordered the item that I would not drive the sixty miles out of my way to the other store. There are two sears showplace stores and a sears store within 15 miles of my location and the sales clerks said the item could not be shipped for pickup to either of the locations. Funny, but Sears delivered my new Refridgerator last year to this same address. Very disappointed that 20+years of being a loyal customer has no meaning to sears corporation. If I had spent more money than the $1000 would that have gotten my TV shipped to me? Poor service for an item that was in stock and reserved for me!
    Sincerely,
    Shelly A

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  113. I’ve detailed a timeline of the experience we have had with Sears and it’s sub-contractors. Our issues are still un-resolved ……………
    11/4/11 -- ordered oven online
    11/11/11 – 1st scheduled delivery. Scheduled between 2:00-4:00. The installer (Steve) never showed up and never called. I called him at 4:00 asking where he was. Rescheduled for Saturday at 10:00 (maybe earlier).
    11/12/11 -- 2nd scheduled delivery. Again – Steve never showed up and never called.
    11/14/11 -- installer (Steve) called me at 7:00/8:00 with no explanation and no apology. Wanted to let me know he would TRY to squeeze me in for Tuesday installation because Monday was already full. When I began to tell him that his service was less than satisfactory, he began yelling at me. He told me he was the only installer I could get, told me good luck, and hung up in my face! About 15 minutes later, his supervisor (Roy) – not with an apology, but just to let me know another installer would be completing the job and they would have to let me know when.
    I immediately called the Sears customer service line and filed a complaint. The woman on the phone took down all of the information and told me that someone would be calling me back in 24-48 hours in regards to my complaint – NO ONE EVER DID.
    The customer service rep from Sears told me that the name of the installation company was MJ Feagley. Since no one from Sears ever called me back, I decided to just let another installer from this same company install the built-in oven and be done with all of this. But that didn’t work either. The installer who came out to the house was very nice and knowledgeable (we later found out, he was the owner). The oven was the wrong size – too small! This after I’d given the Sears sales person the serial number on our previous oven and asked for the newer model to replace it. She assured me that the one she’d selected would fit. So, Brad installed the too-small oven and told us to call Sears and they would make it right.
    11/16/11 -- I called Sears and was working on the exchange and purchase of new/correct oven and we were working on installation when the customer service computers went down. I know – unbelievable – right? She couldn’t finalize the transaction, and told me that someone would call me back in 24-48 hours to complete everything. NO ONE EVER DID.
    11/17/11 -- 3rd scheduled delivery. I decided not to wait, and called the number back again on Thursday, the 17th. Only to be told that because the previous customer service rep had suspended my transaction and sent it to the remote desk (or something like that), that she didn’t have access to it and that no one there could help me – I would just have to wait for them to call me back. NO ONE EVER DID and my frustration is reaching a higher peak than I’d ever thought was possible.

    11/22/11 -- I received an automated survey regarding my satisfaction with my new appliance, the delivery and installation of that said appliance, and Sears in general. Unbelievable! I gave my honest response along with a recorded note asking someone/anyone from Sears to call me. NO ONE EVER DID.

    11/23/11 -- I received an automated call letting me know that my delivery was scheduled for Saturday, the26th – except when the computer recited my address, it was the WRONG address in the WRONG city!! A person quickly picked up my call and was able to correct the address.

    I cannot even begin to express my disappointment and frustration at this entire experience with Sears. I have never in my life been so disenfranchised with a company and witnessed such a true disregard for any amount of customer service much less customer satisfaction. I am sure there is someone there at Sears who is interested in these basic principles of business, but I have not for the life of me been able to get in touch with them

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  114. Got final word from Sears this morning. Installer claims he did not know we had not been reimbursed. He might have if he hadn't been avoiding everyones calls. Roy, at Sears informs us claim has been denied and he is sorry. Yeah, right. The only thing he'as sorry about is having to deal with us. Apparently, Sears does not care about anything but screwing people out of their money. It's a shame because they are going to lose a lot of money from a lot of ex customers if this is their way of doing business. In the meantime, I am iin the process of filing complaints with all the appropriate agencies. Like I said, If Sears thinks I'm going away, they are sadly mistaken.

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  115. Well, I'll just add my name to the list of disatisfied customers. What is going on with management that the Customer Service is so bad?????

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  116. Let me start off by saying I am very disappointed in your company I have been a customer for years with your products and credit card services but No more! On Sept 30th I signed a contract with Home improvement consultant Steve Coulter for a bathroom remodeling, gave a check payment of $5549.46 was promised a $500.00 gift card and told someone would be out to my home in 2 weeks to take measurements. Measurements didn't care place until 3 weeks after the initial signing of the contract and since then I have made several calls to the service center, 732-937-6146, home improvement headquarters 847-286-2500 and Steve Coulter 609-674-8897 my consultant. I spoken to a Sislyn and a Mr. Rich which both promised a return call beck with answers to when my project would be completed. I heard nothing!! I left messages for Jeff Hazelton and Bob Iandoli heard nothing. I will be contacting consumer affairs and mya local consumer hotline. Very disappointed want answers today! How dare You conduct business in this Manner!

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  117. I am warning all you consumers out there, DO NOT FALL FOR THE EXTENDED WARRANTY GIMMICH WITH SEARS!!!!!!!! I have had a problem with my kenmore top loader washing machine since day one, was actually told by one of sears techs that is was defective and recommended that sears replace it. Well that didn't happen they just keep coming every 6 to 8 months to replace the entire mechanisms of the machine( each time its like 700.00 in parts) but the kicker of it is they make me wait 2 weeks to get someone out to look at it and then another 1 1/2 weeks to get the parts and you can't schedule the appointment to fix it until you have receive all the parts another 2 weeks.... I will never deal with sears again....

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  118. I attempted to purchase a treadmill on Black Friday and due to some error on the webpage I could not. I spent three hours on the phone with customer service and was told that the sales price would be honored and was given a reference number. Needless to say they would not honor the price and I didn't make the purchase. I was extremely upset until I started reading this site. I guess I am one of the lucky ones. Sears Customer Service does not know how to do their job, nor do they care. They are rude and nasty. I would never purchase anything from Sears again.

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  119. My husband and I purchased a treadmill on Black Friday at the Las Vegas store in Meadows Mall. We requested the free home delivery with it,and our receipt clearly shows it. We were told that we would hear from the Delivery Dept. on Monday or Tuesday to confirm delivery for Tuesday or Wednesday (today). We heard nothing. I called customer service. The first agent never even gave me her name, kept claiming she couldn't hear me, and then when she could, claimed she couldn't find our phone # in the system. I started to give her the receipt # and she claimed she couldn't hear me again. I told her that was ridiculous and that I'd call back later. I called back a couple hours later and got someone named "Amber". She couldn't find any information either. I asked her to have her manager call me back. She said she could tell her manager but could not guarantee that the manager would call back. How do ya like that!!!! I told her if she didn't want to cooperate, I'd call the Corporate Headquarters! She then hung up on me!!! We spent over $1,000.00 in Sears and this is how we get treated!!!!??? Unbelievable!!!! I went back to the store after work and a manager in the Sporting Goods Dept. tried calling the National Delivery system which claimed they didn't have our order, the local one which had a voice mail only saying they were too busy to take calls, and she called a guy named Blake (delivery center unknown). She's waiting to hear back from them and promised some kind of compensation to us! Now, we're waiting both to hear from her or delivery, and for some sort of compensation! I also need to call my Sears credit card company to be sure we'll get the 12 months interest free, if we even GET our equipment! They were supposed to make sure of it at the register at time of purchase, but didn't seem to know how! The credit card company says they'll take care of it, but I have to call them back in 3 business days. Guess that would be tonight! So, that means I have to continue to follow up with that too! Don't you JUST LOVE being the customer who has to make sure everyone does their job? Maybe they should hire people like us as managers to straighten their business out!!!

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  120. my name is donna i,m from mass I had sears put vinal siding on my house they inturn hired a subcontractor that did a horrible jib and the proceeded to take more money from my husband which was in a few days going to be deployed to irque. when we called sears they told us the work was only garinteed for one year that was not told to us. then to find out this contractor is being sout by sears for fraud. but sears won,t make good for the work the contractor they hired. what kind of busness is that and what kind of way to treat a military family. I watched extreem makeover and they did a wondreful thing for a military family i find it hard to feel this way about them but I do i will never do busniss with this comp. again.

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  121. bought refrigeter at sears an lg stoped working 11/24 waited week for repair man he came couldnt fix it .made an appoiment for that sat to bring parts to fix it came that sat could;nt fix now it is 12/4 still waiting for call to get a new one and eating out because of no refrigator have a one and 3 year old in house sears do not care 10 days with out will cut all sears cards and not shop in sears kmarts or landowns will go to walmarts;;;

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  122. On Saturday December 3, 2011 I placed an online order for an electric fireplace. After placing the order and getting a conformation email that it would be shipped in 3 business days AND the amount was deducted from my checking account I get an email 2 hours later saying the order was cancelled because the item was not longer available. PLEASE tell me how you can add an item to your shopping cart check out and pay for it and then not have it? I call customer service to get my refund and the worst person ever answered the phone. Talk about the WORST customer service. She told me it would be 3-5 business days before I would get it. When I said that was not going to work and asked to speak with a manager SHE HUNG UP ON ME. Pleaase explain how they can credit the $1.00 charge to see if the account is valid and credit it back the same day but not the other amount.
    Today Monday December 5th I once again call customer service and ask for corporate office information and guess what.... I WAS HUNG UP ON AGAIN. I looked up the information online and every number I call hangs up on me. I will NEVER buy online again from SEARS. Taking my business elsewhere.

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  123. DO NOT buy at the sears outlet stores. They say the appliances are new they are just scratched and/or dented - NOT TRUE. Most of the items are used and returned. They do not send Sears repair man to fix your problem, but a private co. I bought a washer & dryer and the washer came with a big dent on the front that was not in the store. Then the gas dryer, we hooked it up and it did not lite. Called service, the striker was broken in half (and the other half was not in the bottom). Service man left and the timer did not work, dryer never shut off and the steamer made the clothes soaking wet. Repairman said it was the mother board. Went back to the store and they would replace the dryer with an older model and said it was a more expensive one. NOT SO! It was almost the same but older and it was used, lint still in the basket and lint screen stretched. NO NOT BUY FROM THE OUTLET STORES -SALES PEOPLE SAY WHAT THEY ARE TOLD TO SAY.

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  124. Just called corporate office regarding my previous complaint about the sears outlet store, they seemed very nice and tried to help. They will get back to me. Lets see what happens.

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  125. We needed service work on our washer and dryer. The washer dispenser drawer leaks down the front and inside the front panel, it is rusted. The dryer coating is

    peeling off on the inside by the door. The repair man comes out and stays maybe 15 minutes and tells us he has to order parts and will be back on Oct. 31, 2011

    (keep in mind it is now Dec. 5, 2011. No call, no repair man, no nothing as of yet.

    Dec. 3, 2011 we get a call from Sears Warranty asking if we would like to extend the warranty on our 55" Screen T.V. Having enough of this, I laughed at him and

    told him, Why? we still have not received our warranty work which was scheduled two months ago, and we still have not gotten a call back...

    Finally he puts us in touch with "Customer Solutions" who hangs up on us after we are tryng to explain the situation, and very nicely I might add, given the situation of

    all the Sears screw ups.

    I called back and finally got a hold of a nice lady in customer service who (it seems tried to help) she told us the dryer part is no longer made (remember the dryer is

    less than a year old and was a new make 8 months ago) she stated that we would get a full allowance for a replacement of both the washer and the dryer.

    Wow!! great. She gives us the the numbers we need and the case number for the dryer replacement and said she would call us on Monday with the information to

    get a replacement washer.

    Monday rolls around and we are told they will have to send out a repair man because the original repair man said he fixed it, which he did not. I asked, what good is

    that? I am not going to have a MIXED and MIS-Matched pair. I am told by customer solutions at this point (after being told 2 days earlier that I would have both

    replaced) that the warranty on the washer is different than the dryer and if the washer could be repaired, they would NOT replace the washer......

    OK, now I am extremely angered. I did not go into Stupid Sears and buy a non-matching brand new top of the line $3000.00 washer and dryer set and I will be

    damned if they are going to force that situation on me with this STUPID idea of only replacing one, and after only 8 month's!!! Well Sears, get ready, I will discuss

    this with my lawyer. I will not spend a single cent in your store again, unless this is remedied immediately!! What about all the delivery screw ups and my brand new

    refrigerator with the dents?....What happened to Sears? They ar e a JOKE!!!

    John & Tracy Venier in Cantonment, Fl

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  126. First let me start by saying I've real patient with Seears that is until today....I ordered a treadmill and received a delivery date fairly quick and smooth sailing....HOWEVER...I am in complete shock on how dissatisfied I am with the entire delivery process...let me break this down so you know how unprofessional this company is:
    1. 1st delivery attempt...called the night before said they would be at my house from 1-3pm. The next day ( day of delivery ) received a call about 2:30pm said they would be late and would arrive about 5pm. I said not a problem. At 2:50pm I received another call from the driver and was told he would be at my house in 5 min....again I said no problem. The driver pulls up..3 men in the truck..2 of them never got out of the truck one man huffed and puffed walking up my stairs like as soon as I spoke with him he gave me every excuse of why they couldn't deliver the machine. The driver called the warehouse and put me on the phone...they told me they needed a 4 man truck because the equipment was large SOMETHING SEARS SHOULD HAVE KNOWN WHEN IT WAS LOADED ON THE TRUCK!!!! When speaking with the warehouse they assured me that they could deliver 2 days later with 4 men and it would be no problem what so ever, they even guaranteed me the first stop of the day.

    2. Second delivery attempt.. Again I had to take another day off work..but I figured first delivery, 4 men this was going to be quick. Not even at my home number but that day on my husband's cell phone he receives a automatic call around 9am saying they were NOT coming...not even a live person...extremely aggravated he calls the warehouse and they had NO record of a 4man delivery...it was a back and forth conversation ending with they would deliver the next day between the hours of 4-6pm again was promised 4 men to carry the equipment, not happy but went along with it.

    3. Third delivery attempt...they showed between the hours of 4and 6 like they said but AGAIN...another excuse that they didn't have 4 men nor any record of this...so AGAIN they leave
    KEEP IN MIND MY EQUIPMENT IS ON THE TRUCK EACH TIME IN FRONT OF ME BUT NOBODY CN CARRY INTO MY HOME????????

    At this point we are extremely angry of why a simple process can't be done..so we call corporate offices in IL and we speak with Lana Dutton we express how exhausting, irritating, and just ridiculous this entire experience has been, she seemed to be understanding as we voiced all our frustrations. By end of the conversation we came to an agreement that they would be at our home The following Sunday (another 2 days later) in the morning with a 4 man team. She explained how since she was in the corporate office this would not under NO circumstance be a problem and we would have our equipment that day. Being that she was in the executive office we took the appointment with the intent this was no longer going to be an issue.

    4. Fourth attempt that Sunday morning from Lana Dutton who scheduled the appointment..delivery driver shows up...GUESS WHAT only 2 men..we tried to explain the situation, the driver basically said how stupid on Lana's part since it was Sunday and no 4 men teams are available???

    Today...the following day..now we are into Monday...we try e mailing several times, we tried calling this Lana several times...not a piece of communication was returned back to until 6:30 pm when we receive an e mail stating their phone lines are down all day????

    ARE YOU KIDDING ME CORPORATE?? YOUR PHONE LINES ARE DOWN?? you sent an e mail when right before you had to leave for the day???

    This is the WORST customer service ever...ALL AROUND...from basic to corporate..... Would be nice if LOU D'AMBROSIO the President and CEO could read this so he know exactly how ridiculous this simple, simple procedure turned out!!

    Shame on SEARS from the store to the incompetence of the Corporate offices!!!!

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  127. your salesman need to stop lying and you guys need to suck it up and replace the stuff that needs replaced. i bought a 50 in plasma and bought a 300 dollar warranty and the salesman told me anything would be covered even if the kids broke the screen.

    yep well the screen broke and now it isn't being honored they're basically calling me a liar and then they told me yep someone will be out to fix or replace your tv (after fighting with them for a week)so the guy comes out which ended up being the same guy and now theyre backing out of fixing it after saying don't worry we will fix it we understand your frustration.

    yep you guys suck thats all i gotta say you're lucky i'm not suing your asses.

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  128. i think it's funny that you guys have to approve your comments before you post them

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  129. I live in Houston Tx and I have been trying to get concast but they keep saying not available in my neighborhood well ok my neighbors behind me has guess what COMCAST I understand this is a new area but don't say you don't service it when my neighbors has it

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  130. I purchased a kenmore washer on 1-10-11.It's my 3rd one in over 30 years. I noticed around the bleach cup it was turning yellow. Also the lid in the same area was yellow.I called the service number and some non-english speaking woman told me, thats just too bad. a new one will do it too. K-Mart bought sears and brought sears products down to k-mart quality. NO more sears for me

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  131. Ordered a part for my lawn mower to connect to a leaf vacum. I was told if the part was not right, didn't work-etc I would be able to return. The part had to be cut to fit my 42 " mower deck, which I had no way of doing so. I called the return department they only asked is it the right part. ( yes) But I explained that I had not way to fit it on my discharge shute. They then said I had to pay $7.00 to return the itme, which I disputed, but finally said go ahead . After waiting about 10 days no shipping label came and I again called and they said, they do not send shipping labels when it was the right part. I would have to send it back at my own expense ( $14.00 ) I did go to my local Sears store in Tawas City, MI and asked for help, which he said he could not override what the return department policy was. BUT HE GAVE ME THE $7.00 WITHOUT ANY EXCUSES. At least someone cares about there product. I would be more than reluctant to purchase through the parts department any time in the future. Maybe corporate personnel should look into there complaints

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  132. Ordered a e reader on line. The item was Not deliverable according to ups went back to ups to hold for me to pick up. Was told it will be held til the 21st I happen to be out of town until the 19th and was planning on picking up my package on the 21st as it was not an option over the weekend. I called on the 21st and ups already shipped the package back to the warehouse. I emailed customer service on the 21st regarding when they will be reshipping my product and was informed that they would not be reshipping it and that I will get a refund when they receive the product and I should reorder another one asap to ensure delivery. 3-4 days later not credit to my account. I call and they say 5-7 days I should have my money..here is is 19 days and customer service has sent me emails saying 5-7 days then one saying they have worked something out with ups for me to pick it up..at this point I WANT MY MONEY..this company has horrible policies and customer service. I have never touched this item and because its lost in ups system I'm financially responsible for it? I will NEVER shop with your online system again..You will be lucky if I ever go into one of your stores.

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  133. I work at sears in cross county in yonkers ny I hate Sears they only care about themselves && making money The store manager is rude && everyone complains but nothing is done about it. They make it seem like we have to force customers to apply for credit card. And threaten our hours && 2 fire us im tired so I went off becausw I didnt want to hear about credit but they were not listening to me so it serves them right !

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  134. Is It true that your employee performance is based on how many people they can get to sign up for credit cards in this bad economy, Or is it just the stores on Oregon or Just the Portland area. How does an employee get Credit card Applicatons if their hours get reduced to 8 a week because they did not get their application requirements for the week before. I am really hopeing this is just the Clackamas Town Center store reading some memo wrong.

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  135. With this being my first time ordering with sears.com, I have never been more upset with any online ordering experience. I ordered my son's Cars light up shoes online December 4 because they did not have his size in the store and he was so upset because his twin brother got "shoes with lights" and he did not. I told him we had to wait until Saturday, today, (12/10/11) to pick them up because they had to be sent to the store. I called the 800 number December 9 to confirm they had been delivered to the sears in Fort Worth, Tx on S. Hulen St. and I was given a name, date, and time they were dropped off. I called the store to find out where I could pick them up and I was left on hold then hung up on. I called back and there was no answer. I called again and the associate that answered said he had to go check. He took my name and number and I never heard back. I called back the next morning, December 10, and spoke to someone in merchandise pick up who confirmed my order was in. I get to the store and my sons shoes are nowhere to be found and now nobody knows who the person is that signed for them. How were they there one day and gone the next? Furthermore, I had to tell my son that he still does not have his shoes. If you have ever had to disappoint a child for something that is completely out of your hands then you understand my anger and frustration. The manager gave me a refund and reordered the shoes but, that does not erase the look on my sons face when I tell him he still has no shoes. From the phone calls to the pick up, I am furious with this company and will be closing my account. I will definitely NOT recommend sears to anyone and do not intend on shopping with sears ever again.

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  136. It seems Sears has a history of screwing up delivery and learn nothing from all the previous screw ups and continue to do it.

    • I placed an order on 11/12 to be picked up at the local store. Order confirmation states it will arrived btw 6 - 8 days.
    • Two weeks have passed and no update is provided in my order details page and no tracking info.
    • Contacted two agents on 11/28, one told me the items need 3 -4 weeks time to process; another told me the items arrived at local store on 11/16.
    • Called store and confirmed they had the items. Went to store on 12/2, waited for 78 minutes and items couldn't be located. Store's computer does not show when items were received or whether the items were received or if they even had the items.
    • Contacted Sears on 12/2 and got 2 responses in 2 days. One indicates the package was signed for by the store on 11/16; the other says the package was returned to warehouse and that a Research Specialist will contact me in 3 - 5 business days.
    • On 12/4, I was contacted by someone from Sears who asked in a discourteous manner whether I would like one item shipped to me. I said yes but also reminded her that I ordered 4 items, not just the one item she mentioned. She then put me on hold, when she returned, she "accidentally" disconnected the line.
    • After waiting for a hour and a half when she didn't call back, I called Sears and after explaining the whole sorry saga, I was put on hold and the line was disconnected, AGAIN!
    • Contacted the so-called "Social Media Escalation Team" on 12/6 since they advertised themselves as being able to resolve problems. I received an email on 12/7 telling me they've assigned a "Case Manager" to look into this. Why a customer has to wait for them to "look into this" instead of just sending out the replacement items shows Sears has no place to be a retail business. Not only that, they say this Case Manager will contact me within 24 Business Hours! Well, you've to give them credit for delaying doing anything constructive and come up with something that sounds good but it's not. I guess that depends on how long their "business hours" are, 8 hours a day will make it Friday 12/9 which is exactly the last day I was promised by another agent to have a "Research Specialist" contact me. As of today, 12/12, no Research Specialist or Case Manager has contacted me. Maybe their "business" day is an hour long, that would give them 24 business days to contact me.
    • Last I checked, all the items I ordered are out of my size. If they had sent me the replacement items when I first complained, I might get my order. Now, I am pretty sure Sears will use it as an excuse to not fulfill their obligation. I reckon they don't want to sell you things that are below costs if the total order amount doesn't reach a certain level.

    I urge people not to buy anything expensive from Sears, just buy the heavily marked down, sale items. If you pay top dollars, you don't need the hassle dealing with their useless overseas outpost customer service, and you will likely have problems. If you can find the item somewhere else at similar price, go there instead. It's not worth the aggravation.

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  137. I bought a snow blower from sears & it was a few days before they were going to start 0 financing for 12 MO. My salesman Lance, told me to bring in the flyer & they would make it so that I could get the financing. I did exactly that & returned the following Tuesday with the flyer & my receipt. Lance was not there, so another salesman & manager were helping me.
    I have a severe, un-repairable spinal injury. I cannot sit or stand for long periods of time, it causes me extreme amounts of excruciating pain.
    I arrived at Sears at 11:00 AM on 11/22/2011 & explained what Lance had said & provided the documentation needed to fix it. I stood at the counter for almost an hour while this guy bumbled around on the computer and telling me that the order had been cancelled & put under a new purchase order & other non-helpful babble. Finally he decided that he had to cancel the order again & re-order it online to set-up the financing. For this he would need my Sears card, which was at home. I told him that I would drive back across town to get him my card if that’s what had to be done. I also informed him I was already in great pain & asked him if he promised that he would be here when I returned in 20-30 min to take care of this issue quickly. He promised he would be there. Apparently what he meant was that he would be in the store but not available to help me.
    I was gone for 25 minutes. When I return the time was 12:20 PM & there was not a soul in the lawn and garden area. I figured that they stepped out to help someone & waited for there return, all the while the pain in my back & legs is worsening with every passing minuet. I saw another employee walk by & I asked her for help she told me that she would go into the back and get them. She never returned. Finally the pain was so bad I could no longer stand & sat down on the floor in front of the desk. Then another employee saw me on the floor & asked if they could help me. I explained to the situation & the paged they guys, this happened two more times until finally the Salesman came out from the back room. It was now 1 PM.
    The salesman may have been new. In fact, after he cancelled the order I had to walk him through the Sears system & help him re-order the snow blower & enter in all the information since he couldn’t do it. At this point my pain was so horrible that I was in tears, struggling to keep myself together and not just start all-out bawling in the store. After we got the snow blower ordered they charged my account with the full price and then paged David two more times. Finally, at 1:30 PM David appeared and finished the transaction to price match the blower back to what it was when I had originally purchased it. They handed me the receipts and walked away.
    It was now 1:40 PM & were streaming down my face from the pain. A employee saw me crying and trying to stand & asked if I was alright. I told him that I was in a great deal of pain & had been here since 11:00 AM. He was shocked that I was forced to stay there so long. He made sure I was able to get to my car.
    After returning home I was bed ridden for three days! Because I was bed ridden the whole time I was not able to celebrate the Thanksgiving holiday with my family.
    I’m very emotionally hurt by this. I have been a die-hard customer for 25 years. I am just so appalled and appalled by what happened me.
    I sent a letter to the pres. & vice pres of customer relations & heard nothing for two weeks. Finally, I got a call from a case manager who forced me into a settling for $89 (for 3 days of pain that left me bedridden and missing a major family holiday) Then I got a call from a store manager & learned that he never even read the letter & had no idea what happened, I almost cried again! These people have no souls. I called the case manager, but he never answered. I left my name & number. that was a week ago & I still haven’t heard from him.

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  138. DO NOT ORDER ONLINE FROM SEARS, IN FACT DON'T GO IN THE STORE EITHER THEY ARE NOT WHAT THEY USED TO BE.

    I ordered some items online they were Chakra's Harmony Balls, looked like nice Jewelry for Christmas I Ordered by they wer coming from another company, Sears seems to be drop shipping now for other companies.

    The next day I get an email that items that were clearly available at the time of order were no longer available and I was offered a refund. Here is the catch:

    Even though I used my sears credit card to make the purchase, this company offered me a refund through paypal, giving me some email address to sign up as. NEVER EVER use another email address other than your own to receive payments from Paypal, this was such a ridiculous attempt of a scam it's not even funny. If you purchase items using your SEARS CARD the money should be refunded to the SEARS CARD, customers should not be required to sign up for Paypal accounts to get money refunded. Don't even get me started on this one! DO NOT SHOP AT SEARS the stores have 1 person to help in each department during the busy season CHRISTMAS, it's a joke I hate sears always will.

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  139. I'm positive Sears officials don't read these comments. More to their shame. I needed a washer and the first salesperson didn't know squat about the products. Then I refused delivery and had friends pick it up and install it. The guy who was helping me didn't tell me about the features and I called to have it returned and picked out different one to be delivered. I was told the delivery would be very early in the morning, when no one was available. I called a delivery call number and wound up speaking to an English as a second language person. I could not understand half of what she said. I asked for someone else, who I could better understand, and she told me "I can't do that." Are you kidding me? I eventually hung up and called the store. He didn't help me. I called twice to the delivery number and two more times was connected with a person whose accent I could not understand. Then this morning, someone rang my doorbell very early in the morning. Turns out it was an unscheduled Sears delivery person, arrived to pick up the machine I didn't want, BUT HE DIDN'T HAVE ON THE TRUCK THE REPLACEMENT MACHINE I had ordered and put on my newly opened account. The problem is the non-English speaking, non-US located call centers. They don't understand squat about what you are saying. They have to repeat everything and apologize all over the place from some script. GIVE THE JOBS TO QUALIFIED US CITIZENS, SEARS. I cancelled the washer I had ordered and will purchase it from a local appliance store who is willing to give me a better price, free deliver at the time I choose, and no installation fee. BUY LOCAL, PLEASE. BUY FROM US VENDORS AND NEIGHBORHOOD STORES, NOT WALMART, SEARS OR THESE OTHER SELL-OUT CORPORATIONS WHO COULD CARE LESS ABOUT YOUR NEEDS. THEY JUST WANT YOUR MONEY AND COULD CARE LESS ABOUT WHAT YOU OR I THINK ABOUT THEIR SERVICE.

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  140. My letter to sears customer service, I'll keep it short. This isn't even near as bad as it really is

    I was going to choose feedback for a store for the subject, but I believe it's Sears in general. I purchased a washer in May (5/26/11) from your outlet store in Gilbert, AZ (07349). I get it home, it doesn't work. I call Manny at the store, he says he will take care of it. A few days later I come look at a different washer, Manny has it arranged for the new one to be dropped off and the old one to be picked up.

    I financed the washer through sears. The old one that I returned, for a total of $716.87 was never credited to my account.

    I have talked to the bank (citibank) multiple times. I've talked to the outlet store multiple times. Tonight I called customer service and spoke with Gretchen, who transferred me to the outlet store, where Carol told me to call 1-800-669-8488. I then spoke to Diego, who transferred me to the account specialist supervisor, Dominic. Dominic said they can't access my records because they are over six months old. What kink of multi million dollar company can't access records for something six months ago? Dominic told me to send a letter to Sioux Falls. I refused. This is not my mistake. I immediately hung up after Dominic said he would have one of his supervisors call me within 48 hours and called the outlet store again. Ben looked into it and called me back promptly. He said he would take care of it first thing in the morning, later in the conversation I asked him if he worked tomorrow and he said no. So how is he himself going to take care of this situation?

    My toolbox in my garage is Craftsman, all the tools in it are Craftsman. My fridge, washer and dryer are from Sears. After discovering the outlet store, we were planning on buying our daughter a t.v. there for Christmas, and a new mattress for ourselves and our daughter with tax money. Not now. Incredibly disappointed, I will never spend another red cent or finance anything from a Sears store or outlet store, ever again. I work in retail/customer service myself, with multiple awards, commendations, and recognition for my customer service. This whole situation disgusts me.

    I also discovered corporateofficeheadquarters.com, where this is pages of complaints about Sears. I hope this letter doesn't get tossed to the side, and hopefully makes it higher up than someone like Dominic, account specialist supervisor.

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  141. For years I have purchased from sears, and now not another penny. Three weeks ago purchased 3 different appliances and was told they would arrive on December 20th. This morning, the day before the delivery I recieved a phone calland was told these items were not available. Went back to see the sales person "Masood" who told me they were available. Got back on the phone with delivery who could not even speak english and they told me not available. Now can get nobody in the store to call back, unable to speak to a store manager, not that it would help, everyone associated with this place is an idiot. I am through with sears.

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  142. Sears and K-Mart will both be out of buss. in a year

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  143. I will NEVER buy from Sears again. I bought a wagon for my niece's Xmas present on the 12th. Sears sent me an email with my "tracking" number on the 15th. I tried to track it and it is invalid. I will not go into detail, but I talked to about 7 customer service reps, which I was hung up on, transferred to the wrong person, treated so rude, nobody knew anything! I then talked to the manager, Patrick id # 708359 which he was just as rude, he couldn't give me any information to why the tracking is invalid. I still have no idea where my wagon is, no one knows. They said it is set to deliver the 19th to 22nd. They said I just have to wait! I can't believe a big corporation like this treats customers like this. I work for a small company and if I ever treated customers like this I would be fired! I will be contacting the Sear Corp about this also leaving a comment on Consumer Affairs!

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  144. Wow, I wish I would have read the complaints before I ordered a Hot Water Heater for my 89 Year old Grandfather. We chose Sears because of their reputation and Kenmore Quality. They provided false advertisement. Stated if we ordered by 12PM CST we would have same day installation. Now also take into consideration you pay for the services not just the product prior to services rendered. They never once said there might be a chance installation would not happen. Bait and Switch. In return My 89 year old grandfather is without hot water. I went back to the website to check the fine print to see if I misread. Nowhere in the "see details" does it say installation based on scheduling. It says same day installation. Also, when you make the final purchase they never stated it would not happen today. They said someone would call me back to schedule a window of time. Instead I received a phone call to state they could not install until Wedmesday. Again, Bait and swtich, false advertising, misrepresentation. Now, My 89 year old grandfather who is on a fixed income has paid for services that he has not received and does not have hot water. The most the customer support would do was issue a 50.00 giftcard to man who can not shop. They got me off the phone by stating they would review this further and see what they could do. Another customer service tatic to stall. This by far is the worst customer service I have ever received. Besides knowing that now my elderly grandfather is out his money as well as his hot water because a "reputatble" company did not comply with their policy for same day installation. I will be sending a certified mailing of this letter to your corporate headquaters as well.

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  145. My case manager closed my claim hoping I'll go away. Sears installer floods my damn kitchen, not once, but twice ruinning my floor, then Roy, my case mgr, and your sorry damn insurance company, Sedwick says it's my fault and there's nothing they can do. Well there's damn sure somthing I can do. It's called using social networks, which, by the way, has been used to over throw entire governments, to let people know how you treat customers and Small Claims court along with complaints filed with the attorney generals of Texas and Illinois, the BBB of both states and the consumer protection agency of the FTC. I am totally looking forward to standing in front of a small claims court with all my documentation and the witness who was there. If you think it's over, think again. Good Day!

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  146. I placed an order on Sears.com, 3 days later got a e-mail that it was out of stock and my account would be credited which it was. I placed another order a few day later for a different item and received a confirmation # and was informed it was being shipped and would arrive by (UPS) in 5-7 days..IT NEVER SHOWED UP. So I called the customer service number at ((at least that is what they call it)) and ask for a tracking number. I was told I would be called and e-mailed a tracking number before the next day..IT NEVER CAME... Once again I called customer service talked to 9 different people (got cut off, hung up on and (EVERY TIME had to explain the problem while asking to speak to a supervisor, even gave them my phone number to call back in case we got cut off... Most of them took my number till the fifth one said they couldn't call out... AN HOUR LATER I finally, got a rep. that said it was under investigation..REALLY.. Ended up that it wasn't sent UPS as the EMAIL said, it was sent to the Post Office where I don't get MAIL..then sent back.. I said for the inconvience they should send it by FED EX overnight since it was for Christmas... The rep. said they were not authorized to do that..So I had to end up canceling the order. I had been a customer since 1974. The key word being (HAD). I suggest that the CEO try and order something through SEARS.COM

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  147. I went into Sears in Beaumont, Texas to buy a Singer Serger for my daughter for Christmas. The only one they had was not what I wanted. The very nice sales clerk told me we could order it online and it could be shipped to my home in time for Christmas(December 15-19th). I paid cash for the serger. I received a confirmation letter saying the same thing. After it did not arrive on the 19th, I decided to call the store the next morning. They informed me that the machine was not really coming from "Sears". No one said anything about this in the store. I would not have taken the chance with an unknown vender. They called him a third party. I was given the number of the vender. You cannot talk to a human. I called the sears online number and spoke twice to people who could hardly speak english. I was given the run around. After I was told that it was not even shipped yet and would not be delivered till after December 30th, I canceled and told them this was not acceptable because it was a Christmas present. I told them I wanted my money returned immediately. I paid cash in the store and wanted my cash back so I could go find a serger elsewhere. I was told that would not be possible. When I insisted on speaking to a manager or supervisor they put me on hold and came back and told me the money would be sent to the store that day or the next.She lied just to get me off the phone. I went to Sears today. They knew nothing about this. They called supervisors and called Sears.com. I was told a check would be cut and mailed to me. This ruined my Christmas. This was $352. of my money. How was I supposed to pay for another serger when Sears had MY money. We are retires. Unlike the executives of Sears, we do not have money to throw away. We have been a frequent customer of Sears for over 40 years. I expected better. Needless to say, I am done with Sears. I am telling everyone I can. I placed it on facebook as did my kids. I am going to place a complaint with the Better Business Bureau. I cannot believe your service has changes so much. They should be ashamed. Mr Sears and Mr Roebuck are probably rolling over in their grave. By the way, the vender who this is supposed to come from had 1/2 star rating out of 5. So, he probably has a habit of doing business like this. I personally rank Sears a great big "0" stars. I want my money back!!!!!!!!!!! This is like a "bait and switch" scheme. I don't think I will get it back. I hold SEARS responsible. They are the ones who took my money.

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  148. We ordered a pool table on December 7th for our kids for Christmas. Delivery and set up confirmed for Dec 23. They arrived on time - with JUST the legs. In the last 24 hours I've spoken to at least 25 people and been transferred between dot com, shipping, installation, specialists, managers and emails with someone across the world. Today I found out it is sitting at the store and they'll be happy to deliver - - - next week. The store rep told me "it's not our fault, you ordered from SearsOnline". I guess that makes it my fault. They said sorry for the inconvenience, really? This is more than just an incovenience. I will never order from Sears again and I have faxed the President and CEO, Not that I expect to hear back... They actually phoned to see if we were happy with our delivery yesterday!

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  149. Sears Trouble never stops. Three years ago new Kenmore side by side stainless Broke at 2 years old. NO help from Sears. This year New disposal best one they had Broke in the same day Just flipping the switch to show my wife. 6 weeks it took to get another! This year. All new brakes and drums and wheel cylinders on my 1956 Bel Air at Sears Automotive Tigard. Brakes completely failed in Sherwood Oregon 9 miles away!! Coasted to a stop and had to get towed to Sears. Next..they put the bearings in backwards and wheeel cylinders leaked on shoes due to not tightening, Had to have $1100.00 repai work to fix what they broke, They refunded orig. Repair s. Now my Kenmore 19 month old dishwasher breaks and they wont even help with repai unless I write a letter?? Whay cant a senoir VP fix this? I am disgusted with Sears!!

    Craig

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  150. Hello to the Sears corporation; my husband and I would love to shop at your stores I.E. Sears, K-Mart or Lands end but we have a small problem. We have a sears applaince store in our town but that is about it, K-mart is about 45 minutes from us and I have no idea where Lands end is... I realize that Wal-mart is a major competitor, but they have two stores about 20 minutes from us... I would really rather shop at one of yours. is there a way you could bring one close to us farm folks who would like to have our $$ go just a little further... K. Johnson in Enumclaw, WA

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  151. Good bye Sears. I bought an appliance and received a $75 rebate card. The card had an expiration date and I had not used the $75 before the date. Sears made the card inactive, applied a $3 a month fee to the card balance for not using the card and now the inactive card has a zero balance. If Sears needs the money so bad they have to treat customers this way then they need to not iny close the 100-120 store, they should just close the entire chain. The store are out of date, other than tools or appliances the merchandise is old and now the customer service is a joke. What a shame this storied company has become this bad. Good riddance.

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  152. I was a fan of Sears and was disappointed that stores were closing but after reading the horrifying stories above I'm not sure if I feel the same as I did before. I will be in the need of a washer and stove soon but now am rethinking about where to purchase these items. It's a shame that such a pioneer store has let it sink into the ground as it did.
    I totally agree with the newspaper article that said the stores have gone downhill. They certainly need to be updated with new clothes racks - tables, etc.

    In addition, I am not a fan of the Kardashians for a lot of reasons and was surprised to see their line being sold in your stores.

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  153. Why don't all of you pinco lazy ass people do something on your own. I have never had to call any customer service for anything but giving them a part number of the broken part on one of my appliances. How damn lazy can you American people be. All you do is complain about louzy service when you can fix it your selves. Hell I know lots of women that can tear into their appliances and find the problem and they fix it themselves. It's not that hard to talke a dryer apart and put in a new heating eliment or clean the blower vent and put it back to gether. Sears sells the best tools on the market so buy some sockets, screwdrivers, plyers, and any other small tools for removing screws and small hex head screws. As far as lawn mowers and tractors are concerned, their the easiest to repair. If you can read a maintenance manual, you can, {{{ DO IT YOURSELF. }}} I have seen old ladies working on their lawn tractor engines and they run perfectly. Summory,,, Get off your lazy asses and fix it your selves or, STOP COMPLAINING ABOUT IT. }} Michael J. Fox said it well. {{ IF YOU SET YOUR MIND TO IT, YOU CAN OCCOMPLISH ANYTHING. }}

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  154. And if that all isn't enough to put them out of business.... they disrespect the flag on 911 by not allowing our usa flag or pride to be exibited on any of their trucks etc, and now No Merry Christmas in the stores anymore, how are we to get reved up to buy without the stores creating a christmas atmosphere with music and merry christmas in the store etc.
    They all need to get the nmessage~~~ If no merry christmas, no shopping!

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  155. the problem with Sears is simply customer service....i guess corporate just dont get it

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  156. I ordered clothing from Sears in September 2011 and received a refund check in Late December... I then deposited the check and IT BOUNCED!!! I called Sears Corporate office with copy of check in hand. The representative stated he couldn't find my order. I told him regardless if you SAY you no longer can see my order, I am holding a copy of the check from you that bounced! NOT ONLY DID I NOT RECEIVE MY MERCHANDISE OR A REFUND I HAD TO PAY FOR TAKING ONE OF YOUR BAD CHECKS!!!" After seeing the news about all the Sears closing today and being a retail manager for 20 years.. It does not surprise me your business is failing. Even with the remaining stores that you will keep open I will NEVER shop her again and will be sure to spred the word of your awful customer service!!!!

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  157. I was going to make a suggestion that sears should look into making its business to find and sell mostly american made products in there store. I think that people would be more willing to shop there but after reading all the complaints and all the unhappy customers I think I'll pass.

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  158. wow, i didn't read them all but if i were sears brass i would take a look in the mirror. i rarely buy at sears/kmart anymore. when sears hooked up with kmart i started and continue to backoff being one of your customers. kmart is poison, even if it is perception, tying yourself to kmart is bad. kmart is only part of the problem. sears used to be the american store. i would call the past sears company "apple pie" rated in america. trustworthy, quality, service. sears has lost their way, badly. fire everyone above the floor clerks and start over. and, get rid of kmart. change your history like our government does and the records of kmart out of it.

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  159. SEARS IS THE ABSOLUTE WORST COMPANY TO DO BUSINESS WITH. THEY WILL TELL YOU ANYTHING TO GET YOU OFF OF THE PHONE. I HAVE A WARRANTY ON MY WASHER AND I SCHEDULED A REPAIR APPT. BC THE WASHER FAILED TO SPIN. WHEN THE TECH CAME HE HAD NO MATERIAL TO CLEAN UP THE LEAK HE ASKED TO USE SEVERAL OF MY GOOD TOWELS TO REPAIR THE MACHINE ....LONG STORY SHORT, HE REPAIRED THE WASHER AND BROKE MY DRYER BUT PULLING IT OUT TO GET TO THE WASHER....I CALLED CORPORATE AND ALL THEY SD WAS THEY WILL NEED TO SEND HIM BACK OUT TO REPAIR IT WHICH I WAS GIVEN AN APPT FOR 5 DAYS LATER....THE DAY OF THE APPT CAME AND NO ONE SHOWED AND THEYRE EXCUSE WAS NO ONE WAS AVAIL....TOTAL LIE THE TECH CALLED BUT DIDNT SHOW.....CORPORATE DONE NOTHING BUT RE-SCHEDULED MY APPT.....THE TECH'S ARE ASSES, CORPORATE DOESNT CARE AND CUSTOMER SERVICE STATED THAT EVERYONE IN THEIR DEPT. IS IN MANAGEMENT.....T.O.T.A.L BULLSHIT!!!!!

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  160. Pearly Chisholm
    407 Cobblestone Ct.
    Charlotte, N.C. 28217
    December 29, 2011
    Sears Home Service
    1024 Florida Central Parkway
    Longwood, FL 32750

    Job #: 12781096
    Project Consultant: MARK MOONEY

    Dear Sears:

    I’m writing in response to your last written communication received by UPS with the threat of charging me for the FINAL INSPECTION. First of all I would like to tell you in bold letters: YOUR COMPANY WILL FALL DUE TO THE WAY YOU TREAT YOUR LOYAL CUSTOMERS! I have never in my life seen such asinine organizational skills by a cooperate company. It has taken your company over 36 days to complete a home improvement (For the lack of a better term.) that was only supposed to take 2! Not to mention the structural damages you have caused to my property, of which you claim your workers are not able to repair! In short the Mecklenburg County Bar Association says DIFFERENT!
    As far as the inspection goes, I have had my son to contact Patrick Shultz on 3 different occasions (Recorded Phone Records: 12/22/2011, 12/23/2011 and 12/29/2011) and after being told he was scheduling the inspector to come back he hasn’t been seen YET! Nor has Patrick Shultz returned a call, today (12-29-2011 @ 2:31 PM) my son called and spoke with his boss (Randy Somebody) and was informed that Patrick is out for the Holidays! Meanwhile I still have cold air blowing in through these holes in my walls and the kitchen cabinets are still leaning from the damages to my ceiling!
    I am forwarding this information to you and every department from coast to coast with hopes that your competitive regions will see how and why your company is in danger of folding! Practices like this have given the SEARS name a bad reputation! I’ve NEVER asked for anything FREE!!! I WANT WHAT I’VE PAID $17,000.00 FOR!!
    I am waiting for a response from your company to inform me of when the inspector will be here and in the event I have to pay for a FINAL INSPECTION YOU BEST DAMN BELIEVE YOU WILL END UP PAYING THAT BILL IN ADDITION TO THE DAMAGES TO MY HOME YOU’VE MADE AND THE LOSS I’VE SUFFERED OF MY PERSONAL PRODUCTS FOR YOUR NEGLIGENCE! If I have to spend my last dime fighting you I WILL AND I AM GOING TO WIN! As you’re reading this letter to yourselves I’m sure you’ve found a chuckle or two, however I assure you I joke, but I don’t PLAY… ESPECIALLY WHEN IT COMES TO MY HARD EARNED MONEY, OF WHICH I FEEL I’VE WAISTED WITH YOUR ORGANIZATION!
    Respectfully Disappointed,
    Pearly Chisholm

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  161. I sent this comment to sears corp. after a few days it came back undeliverible? I then sent it to this comment section and it too was not posted?? I wonder why, I guess sears does not want their customers to see just how they are being decieved. I will continue to press the point.


    I was at the Hagerstown, Maryland Sears this evening, Just so you know just about all of the tools in my workshop are Craftsman and all of our house appliances are Kenmore. Anyway at the store I was looking at a wood clamp. When I turned it over I noticed that the sticker said main is Slovakia, I wondered why it was a sticker and not printed on the original packaging so I slowly pealed the label back. Under that sticker it said MADE IN CHINA. This is blatant deception. I approached one of the sales person and showed him what I had discovered, He agreed that the sticker did say Slovakia and under the sticker it said CHINA. I asked if that did not look like deception to him. His response was that a customer must have shuck the sticker over the MADE IN CHINA???? I said I don't think that there are to many people walking around with MADE IN SLAVONIA stickers and if they did they had several of the because all of the clamps had the same sticker. I tried to call corporate but no luck.




    I did photographed this deception if you would like the pictures. I just felt like turning this over to the news agencies and let them take care of it but I thought I would give Sears first shot as to the answer for this deception. Please feel free to contact me regarding this deception.

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  162. I bought Samsung washer and dryer from Sears at Lake success ny on Dec. 29, both were delivered next day, when I tried the dryer,it was still wet after 1 1/2 hour, tried again, still wet, the suppose to be "licensed plumber" came to install the gas dryer forgot to connect the gas, Wow! and I paid $195.00 for installation, I also paid for haul away, but his truck is too small, he could not take it. It is New Year holiday, with houseful of guests, I have to stuck with the old dryer sitting on my porch. What a beauty! This plumber said he just want to finish for the day, so he can go to a party........ No wonder Sears couldn't compete with other companies, closing down stores! It's a shame the icon of an American company service is really down to the drain. Even both services were paid.

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  163. To follow up on previous review, I spoke with Sears customer service - Yvonne, she said it is not necessary that the gas line connection problem it might be a defect dryer, I would need a technician to come over to repair! Repair? this is a new machine, I paid for a new machine, not a 2nd hand, now I am really getting disgusted! how can I trust to purchase appliances from Sears in the future? whatelse it may be defected?

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  164. After being on the phone with sears for more than three days-I decided to contact general assembly directly. Sears disconnected my calls three times and I had to discuss my concerns with 6 different people in one day. Still-no help. I am very appalled by the customer services. Remember when Sears seemed to care. I think it is time to get give your service to other appliance and electronic stores who are trying to establish and retain a strong customer base. Where are the replies to all these Sear's customer complaints????

    Message to General Assembly:a
    I just wanted to contact you and inform you of the poor service I have received from your company. My first initial contact with your company was less than professional. For example, Sears scheduled installation for my elliptical machine Saturday, and the customer service representative stated "Well, we do not know if we can get a technician out there Saturday, and we do not know why Sears keeps scheduling for us." As well, general assembly contacted me and stated that a technician would be there Saturday between 12-3 pm. On Saturday, I began to become concerned @ 2:30pm- I called your customer service, and they reported that they would follow up--3:00pm-no call back. I called both sears and general assembly and both assured me that a technician was still coming Saturday. Your company called 3:40pm and reported that no one would be coming Saturday--Unbelievable, I thought--no explanation. Your company called and said that I could reschedule for Monday-I did and Sears suggested that it would be early morning. Well, it is Monday, your company is closed and still no assembly. I called Sears and they were shocked.

    I have never received such poor customer service in addition to unreliable service such as this. I just thought you may be concerned with the way in which your company is providing customer service. I paid $200.00 and I have no elliptical machine assembled. Sears reported that this is the only company that assembles the Nordic track and I am at a loss. Actually, at this point --I am afraid to allow a company that works in this manner in my home--it almost seems that this is a fraudulent company.

    I look forward to hearing from you.

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  165. I purchased a Bladez SX Pro. I paid for it in full and it was scheduled for delivery on December 28. The delivery men broke the console. Additionally, the bike was poorly assembled. The pick up was botched up several times and now I'm going through red tape just to get my money back.

    Jonathan, the manager at the Sears Friendly shopping center, has made every effort to assist me. But, due to Sears' sluggish and inadequate procedures, his hands are tied.

    I promptly paid for my product, and now I'm paying the price for mistakes that Sears made.

    You can bet that I will NOT do business with Sears again.

    While it seems Sears has no priority in providing excellent customer service, I will do my best to make it my priority to tell my family, friends, co-workers, associates, and even strangers about my experience with Sears. Sears can bet on that...

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  166. I purchased a range ($1354) on 12/22 and scheduled delivery for 1/2 between 3 & 5. When I received a call from Sears Delivery, they gave a time of 3 to 5:30. I sold my old range and it was gone by noon on 1/2. At 5:50, no show, no call from delivery people. I called to check the status and the rep contacted the delivery truck people and asked them to call me with an ETA. When they called, their truck had broken down an 1 1/2 hours away from me, he also said that it would be at least 30 mins. before they would be back on the road. I called to reschedule and was told the earliest they could deliver would be 1/5. I was angry, to say the least. I called the Greenwood, Indiana store where I purchased the range and spoke with Ashley, who claimed to be the manager. This was at 6:15, she said she would see what she could do and she would call me back. At 8:45, I called her back and she said the best she could do would be 1/4 delivery. I explained that 1/4 was not acceptable and that I had accommodated their delivery schedule on 1/2 and that they now need to accommodate me. I needed the range delivered on 1/3 and that I would make myself available all day. She offered to refund my delivery fee and said she would make another phone call to see if she could get the delivery scheduled for 1/3 and that she would call me back. Here it is, 2:48pm on 1/3 and I have not heard anything from Ashley or the delivery dept. I have called the custoer service and they have made an effort to get me on the schedule for 1/4 in the morning. Oh and by the way, THEY DIDN'T HAVE ME ON THEIR SCHEDULE, AT ALL. So, Let's see how this pans out.
    Now, I sarcastically ask myself this question "WHY ARE THEY CLOSING KMART AND SEARS STORES?" I have worked as a service dispatcher for decades and although you can't predict mechanical failure or jobs that require more time than estimated but when it happens you do whatever it takes to accommodate the customer. I have spent a lot of money at Sears over the years, but I will not soon forget this experience and I will definity check HH Gregg before I consider another purchase at Sears.
    Carla-Bargersville, IN

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  167. MY NAME IS CARMEN I LIVE IN MIAMI BEACH FLORIDA CONFIRMATION SALES 314586150 i purchased threw a sales rep a pool table and asked various time what is included becouse i saw on line it comeS with the bristle dartboart and cue rack.....this was dec 26,2011 i received the table 28 of dec and called becouse they didnt send me the second item....i was informed i would receive it jan 04,2012....to keep calling when the jan 4 i called after calling a few times and gettinfg the same answer on the 4 of jan i was informed i had to buy ....that they are sorry........its not the price or its the principle i was misinformed for almost week and it has it written on the internet that its a bonus bristle dartboard with cue rack with accessories included for both games.....i was confirmed i would get both items threw a phone conversation with the sale person and it was all lies........i finally got informesd yesturday after 2 hours and a half talking and explaining and asking why the lies why if you write somethign on line you do not honor what your offer.....i finally was inform to write to corporate deny id num 987214..today jan 5 i calle corporate and after 52 minutes i spoke to a lady then she transfed me to reyni and she wasnt helpful she said she was the highest person i can talk to and that if she transfer i would get the same answer that they are sorry and i would have to buy the item i explain to her she is paid to say sorry sorry and ear complain that i wanted to speak to her boss she transfered me to manager eric id 082922 at 12:12 today he finally explained he understands that the web site has a mistake and also the sales person made it but i have to mail my complaint becouse all he can do is give me 15% off...for me it is unceptable becouse their nothing written on the webpage were it states that the item have to be bough separatly and it clearly states it comes with the bristle dartboard and cue rack....im very angry and disapointed that SEARS is such a big corporation and none of the mistakes they make to make a sale threw written internet information and sales reps that is not the real information of the item they are selling ......its very frustrating to me to think i can beleave such a big company and get lied to for over a week and then not get a solution.......i will send m y written conplaint to the main office and expect what i was offered threw a sales rep becouse the conversations are recorded and youe should have principle in what you say and sale....SEARS should STOP LIEING TO US THE CUSTOMER....BECOUSE IF THEY DONNT MISLEAD ME FOR ALMOST A WEEK THAT I WAS GETTING MY BONUS GAME .....AND SOMEONE EXPLAINS TO ME THAT EVERYTHING IS SOLD SEPARATLY I WOULD BE DISAPOINTED AND ANGRY....IT DOESNT MAKE SENSE....SHAME ON YOU FOR MISLEADING CUSTOMERS..STOP THE LIES..SEARS MIAMI BEACH FLORIDA......

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  168. My name is Stephanie, and I will not be Anonymous

    On Jan.2,2012, only the second day of the New Year, I and my family and friends came to Sears to buy a nice ring for my daughter as a later Christmas gift. The help that we received from Ms. Brown the cashier was very nice, even though the computer went down and we had to wait for over a half hour she was still trying to make sure that we were alright. She even called for help a couple of time and no one came. She called again then Laura the manager came over and got the computer working again, she even gave us 10% more off on the right and told me to call Sears and get my points. We did that the next day and Sears sent me 2 coupons. One for $5 off on $50 or more purchase and another giving me 20% more of on my purchase. I called Sears and the lady told me that I can still use the coupons and get my daughters ring out that I laid away the night before. I traveled very far to be threaten by Sharie the asst. manager at store number 1884 in King Of Prussia,screaming and yelling at me in front of my family, that I can not use my coupons because the clearance item had 10% taken off of it already from a coupon that She thought that I had brought in, The more that I explained to her that I never had a coupon the louder she got, to the point that I told her to stop screaming at me, I am not a dog, and I want to speak to her boss, well she started once again, this time saying that she is the boss and she is over the whole store and that No One can do anything about her.

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  169. Stephanie #2 Continual...

    So I said give me Headquarters phone number. She screamed out 1-800-4=my-home, I said what, I asked again, this time she took some paper from the register and wrote the number, then I asked for her name being as I was going to call this number while standing there in the store, she wrote it down, then she stayed their looking in our face like she wanted to fight or do something, but we kept our selves very composed, and started speaking to the lady named Cheryl from the 1 800 number. Oh I almost forgot one thing, there was a ink pen on the counter on the left side of me, I picked it up to write down what the lady on the phone was telling me, while the pen was in my hand, Sharie tried to take it from me and I told her not to touch me and when I am finished writing I will put it back where I got it from. So she watched me, which like I said before she acted as if she wanted to fight. Now the crazy es thing that happened that night was if that was one of us acting like she was acting, some one would have called 911 or store security would have came to though us out of the store. But No One came to shut her up at all or to tell her to calm down. So the lady on the phone called the store to speak to her, but before that someone else let her no that Sharie was acting like some was wrong with her, like she was mad about something. To me you would this there was something else going on. Sharie got on the phone and told the lady that she as not giving me anything and that No One could make her, see we were standing there as she spoke to the lady on the phone. I spoke back to the lady on the phone and she had me to then ask who was over Sharie , she said that it was Charles Stevens, then she told us that next in charge was Joe and David V, at store 1884 in King Of Prussia. For three days now this has been going on, and the more that I ask how to get in touch with Mr, Louis D'Ambrosio the CEO of Sears, I am told that he will not speak to the public unless he is forced to by lawyers. Unbelievable is what this is. I was treated very nasty, talked to very nasty and was told that there will be nothing that I can do on this matter. To add to all this mess the store manager wrote a email to the customer service telling them that now I was satisfied with a store card and that the case is now close, his name was Charles Stevens. I never told him that. What I did tell him was that I want satisfaction and I asked him what was he going to due about it, and he told me that I would have to go back to headquarters for all else because he can not due anything, When I called headquarters they told me that he is one over the store and that he can do what ever is needed to solve this problem before it goes higher up.

    ReplyDelete
  170. Stephanie #3 Continual...

    Now before I go I will give you a list of numbers that I was given by others around town that is also tired of being mistreated by Sears and no body seems to be doing anything about it. I called 1-847-286-2500, the so called executive branch which is really called the Blue Ribbon Device Team that I was told later they only handle appliances. Spoke to a man named Micheal Schmitz. He told me that he will call me in 48 hours and tell me what is going to be done. Well when he called me today Jan.5,2012, He was shouting over the phone in my ear that he decided not to do anything about what had happened, I stopped him from talking by saying what hold on, I told everyone in my home to turn off the TV and music and listen to what was being said, I then told Michael Schmitz that he was now on speaker for everyone to hear what he was saying to me and how he was speaking. He repeated that nothing will be done and that he and his team has agreed to it and they will not be doing anything to her about the way she was acting and there was nothing that I can do about it and he was told that I was going to write Mr. Louis J. D'Ambrosio, and that if I do he will intercept all emails, letters as well as calls. The only thing that I can do if I can afford it, is to call a lawyer and my lawyer will have to talk to the Sears legal dept. Now through research I will be able to get in touch with one of the CEO's. Everyone needs to know that the reason why Michael Schmitz and others talk the way that they do is because all calls and letters seems to all be going to Sears Headquarters at 3333 Beverly Road, Hoffman Estate, IL 60179, Fax: 1-847-2886-8351/ phone 1-847-286-2500. I believe that the Better Business Bureau or someone. Because I will not let this ride. Then later tonight Michael Schmitz called me again saying that he will not change is mine on help us and I told him very nicely, to stop calling my home and that I will get help. And he was calling from the Sears Texas number 1-512-248-7700, I like caller ID, don't you? I called 18005494505, 16664499815,18004694663,18007623049 and many more number. Also on of the 800 number put me back to the store and I spoke to a lady by the name of Francis, operation manager of store 1884, She told me that she did not know what was going one, but she was told not to speak to me about anything at all and that the Corps. will be handling the matter. This is so crazy that they are thinking that they will get away with all of this. I was told that we should get together and Picket Sears and even call the news and get them involved. They do not mine taking our money to stay in business, nor do they mine treating customers less then they treat animals. And I believe that we treat our animals better!! Happy New Year and this year will be better than the way it started, I believe!!

    ReplyDelete
  171. I purchased a Bladez SX Pro. I paid for it in
    full and it was scheduled for delivery on December 28. The delivery men broke the console off. Additionally, the bike was poorly assembled. The pick up was botched up several times and now I'm going through red tape just to get my money back. Jonathan, the manager at the Sears Friendly shopping center, made every effort to assist me. But, due to Sears sluggish and inadequate procedures, his hands were tied. I promptly paid for my product, and now I'm paying the price for mistakes that Sears made.

    Sears said they were sorry and offered me a $100 gift certificate toward another bike. I responded that I had already purchased another bike elsewhere and asked would it be possible to use the gift certificate towards something else. They said no and that I would get my refund within 7-10 business days.

    You can bet that I will NOT do business with Sears again. While Sears has no priority in providing excellent customer service, I will do my best to make it my priority to tell my family, friends, co-workers and associates, and strangers about my experience with Sears.

    ReplyDelete
  172. I came on the site to post a complaint, however, I see my issues have already been post by many others. Here's what I want to know,
    does anyone at Sears Corp look at these? Because if they had I don't think they would be closing 150 Kmart and Sears locations. You CAN NOT run a service orientate business without customer service and I am here to tell you there is no one who cares about the consumer at Sears. I also will never purchase another thing from Sears or Kmart and when there are no more location left it will not be a mystery why. Bye Bye Sears and Kmart!

    ReplyDelete
  173. Sears in the worst. We still have not got the right front loader dryer we ordered. 1st they brought us two washing machines to our house, than after we sent one washer back they finally brought dryer, two weeks later. They unload our brand new dryer in the rain and took it out of the box in the rain. When they brought it in it was wet got all over my wood floors. The delivery guys say he did not care and would continue to unload in the rain. The dryer they delivered was not the correct one we order and they still have done nothing to fix it. Buy from Home Depot or Lowe's is my advise.

    ReplyDelete
  174. This is the final follow up on the review that I posted on 12/31/2011 and 1/2/2012.
    The Samsung washer and dryer are very nice, works well.
    Sears sales associates at Lake Success – Junis, associates and his supervisor, provide great services.
    Sears delivery teams were excellent.
    The problems are the installation and customer services, which both can drive you crazy.
    Sears sub-contract the installation to “Independent Appliance Installation” – IAI, located at Staten Island, New York, this company then sub-sub contract to other local contractors.
    Washing machine works very well, it was delivered and installed by Mr. Carlos Perez – nice neat job, no problem at all.
    The first dryer was installed by IAI, on December 31, 2011, clothes were not drying, I called Sears, went through the customer service – Yvonne said she had to sent out a technician to “Repair” even this is a new machine? I contacted sales associate, Junis who had given me his personal telephone number, he immediately ordered a replacement for me. When I contacted Mr. Lewis office, a lady name Michelle took the called, she transfer me to customer solution, they have business partner, case manager….. and so on. I don’t remembered how many people I have spoken with, repeated my story again and again, finally IAI send another plumber, but clothes were still not drying. I finally get hold of IAI, with the help from Sears’s sales team at Lake Success, they were able to expedite the work paper, and at 3rd time, they sent the 2nd plumber back, who wants to do a right job, also to replace new delivered dryer. Dryer seems working, I was very excited and happy.
    But, I smell the laundry all over the house. Noticed the exhaust tube was loose – not connected to the dryer.

    After watching the installation, I pretty much learned how to do it, it is easy and doesn’t take too long if they did a right job. I went behind the dryer; I secure the exhaust tube to the machine, then to secure the tube to the vent. That’s it. I tried to dry towels; it was ready in less than an hour, dry wool sweater – fluffy and nice.

    Sears’ management has problems. They send consumer from this department to other departments, they hope you get so disgusted, eventually you will give up. Does Sears’s corporate office read this? I am not sure, but the consumer will. And I intend to post this review every site I can find.

    The first plumber did not turn on the gas line, the second one did not secure the tube, and made same mistake on 3rd time. It could be the defected machine, which I am not sure.
    It is really sad to see the today’s poor workmanship. And incompetent of sub-contractor that Sears used.

    ReplyDelete
  175. I have generally been very pleased with Kenmore products above other brands. I have had a contract on my appliances and have been pleased with the service which has been given in a timely manner. I just called about a repair for a dryer that is covered by a contract. It will be almost two weeks before someone can come. My contract is up in April. Guess who will not renew.

    ReplyDelete
    Replies
    1. Dee,
      I have come across your post concerning the repair service date for your dryer. My name is Stephanie and I am part of the Sears Social Media Escalations Team. I first would like to apologize for any frustrations this may have caused you. We realize a dryer is a much needed appliance. We value you as a Sears customer and we do not like to see our customers inconvenienced. We'd like the opportunity to assist you in this matter. 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 dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Dee for reference to your issue, and we do look forward to talking to you soon.

      Thank you,
      Stephanie L.
      Social Media Moderator

      Delete
  176. For the second time in a month I have been stiffed by Sears delivery. They have lied to me about delivery times, said it was on it's way and then said delivery was closed and they would reschedule but the next delivery day was booked. SEARS IS NOT A REPUTABLE COMPANY AND IF THEY DO GO OUT OF BUSINESS IT WILL BE THE BEST THING FOR EVERYONE.

    ReplyDelete
  177. Last night (1/10/2012), I bought a NordicTrack T7.0 treadmill online from sears.com. I did that because you received an extra 5% off if you ordered it online versus in a store. When I went to chose a store for pickup, I was not given my local store as an option even when I put in the stores zipcode. Each time it suggested Asheboro, NC which is 45 minutes from my home. I live 15 minutes from my local store. I went ahead with the order assuming that I could change the store pick up location today, since Sears is all one company not multiple independent stores. This morning I called my local store to be told no I could not move it unless I canceled my order online, bought the treadmill in their store and went without the online discount I received. I then called Sears.com and I was transferred to a woman who spoke minimal English, all I can say here is SERIOUSLY! She told me that sears.com could not do anything for me that I needed to call the store I selected for pick up. So I called Asheboro and spoke to a man in the fitness department who informed me of several things (1) they don't have that treadmill in stock (2) it would take 25-27 days for them to get one (3) that in his experience dealing with sears.com even though it said it would be there for pick up, it may never arrive. He suggested I call back to Sears Corporate, which I did 3 more times. I even spoke to a supervisor at Sears.com all who informed me there was nothing they could do. All I was asking was for the order to be transferred to my local store from the Asheboro store because (1) online gave me no other option then to chose Asheboro (2) that store doesn't and won't have the treadmill I ordered. By the way, my local store has 2 of my treadmills in stock currently. I was clear that I have always done business with Sears that I was no longer going to ever do business with the company, that I was reporting them to the better business bureau and writing a letter to the editor. All I got as an answer to that was that I could cancel my order!
    I then called Sears Corporate office, only to get the same answer. It is no wonder that Sears is in the news so often or that you are having to close half of your stores. I have the solution to save your company if your interested...its a little thing called CUSTOMER SERVICE!!!!!!!!!! Just a little of it goes a really long way. By looking at this page of comments it appears you have none, and as the result also have no returning customers!

    ReplyDelete
  178. Why should anyone reply on this site or any site that Sears has, when it is plain to see that they DO NOT care about their customers. I have wrote on this site and on the Sears.com site and guess what? NO ONE BUT NO ONE has responed to my. On the Sears site it says that someone from customer service will respond with in 24 or 48 hours well it has been 7 days now and I still have not gotten a response. I have been basically called a LIER by one of your customer service reps, which does not go over well with me or anyone I know for that matter. It would really be great for once for Sears to step up to the plate and take care of their customers. Oh by the way, I will let you know this I have 2 friends that both were having products shipped to their homes from Sears but when they heard about what was happening to me, they both cancelled their orders and went to someone "Home Depot" who was going to take care of them and not call their customers liars. By the way you might not think that this is a big deal to lose 2 customers, but I will let you know this one of them is building a New Home and was furnishing it all with Sears, but like I said before "Was" furninshing it with you. NOT anymore. I can tell you this Home Depot was very happy with the HUGE purchases. Understand this "YOU CANNOT AND SHOULD NOT TREAT PEOPLE LIKE CRAP, BECAUSE IN THE END IT ONLY ENDS UP BACK IN YOUR FACE" and it does not smell good or look good. I swear to God I hope I hear something from you all.

    Kelly

    ReplyDelete
    Replies
    1. Well it is now 1-17-2012 and even writing to yo uon this site got me No Where, I see that even you guys cannot reply back. I still haven't even heard back from the original people that were suppose to contact me with a reply within 24 to 48 hours.
      Well I guess my next step is to contact the Better Business Bureau and see what they have to say about all of this.

      Delete
  179. Totally agree that Sears Parts department is VERY imcompetent!!!!!!!!! Without too much detail, every person in the department gives you a different answer. I have a home warranty policy who contracted with Sears and they cannot get a straight answer. I'm on the phone one minute with AHS and they call Sears and are told a part has been ordered - then 2 minutes leter I get a call from Sears saying the part cannot be ordered!!!!!!!!!!!!!!!!!!!!!

    ReplyDelete
  180. I purchased a craftman snow blower on 1/31/11. It was used for one month last winter season. We attempted to use the snow blower for a big snow storm on 1/12/12 and it did not work. The unit was still under the manufacters warranty and we took it to the store and were told it would take 2 to 3 weeks to be repaired. I beleive since it was under a year old they would just replace it and give me a new one. We got fustrated and just brought the blower back home. I than called the corporate headquarters in hoffman estates il and was transferred 5 times and was on the phone for 1 hour. Spoke to somebody named Patrick and was told a manager would call me back to address my problem and have not heared from anybody as of yet. If I would have known I would of had this many problems I would not have bought a craftsman product. My family has brought products from Sears in the past and we will not buy anything else in the future. There service is TERRIBLE and they do not care about there customers. It is bad the way they treat there customers as they were a GREAT company in the past. Maybe somebody will contact me.

    ReplyDelete
    Replies
    1. Dear Anonymous,
      I'm sorry to hear that you have been without your snow blower but especially for the number of times that you had been transferred when trying to find assistance. I completely understand if you feel discouraged and frustrated due to this poor service. My name is Stephanie and I’m part of the Sears Cares Escalations team. We do value you as a Sears customer and would like the opportunity to assist you with this matter. 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 snow blower 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 CSSB74, for reference to your issue, and we do look forward to talking to you soon.

      Thank you,
      Stephanie L.
      Social Media Moderator
      Sears Social Media Support

      Delete
  181. I am planning on reporting sears.com to the Better Business Bureau. As I can plainly see, posting complaints about the most horrendous evening trying to order a refrigerator TWICE w/ Sears while simultaneously attending to a child w/ strep throat is POINTLESS. Regardless...Thank you for scamming me twice on both orders; which you better believe I cancelled (first order the rep failed to tell me, as well as your website, that the refrigerator I was purchasing had no interior light) (second order the rep added an ice-maker that I clearly stated I DID NOT WANT)and thank you for wasting the time that I could have used getting rest so I can better attend to my sick child for the rest of the day. Wonder if you give your parents and children the same kind of disrespect you give your customers and their families. SHAME ON YOU SEARS!!!

    ReplyDelete
  182. My email(s) to Sears today:

    ---------------------------------------------

    Reference: Kenmore NOMF155E19C Oil Furnace

    Installed: @ 350 days ago.

    Last Inspected by YOUR "technician": @ 3 weeks ago.


    Where to begin?

    When your sales rep, Nomzer - 24458, sold me the system about a year ago, he was filled with 'word tracks' about how dealing with Sears vs. a local contractor gave us the 'peace of mind dealing with a nationwide company and services like Sears' and that we would have every advantage of going local plus more...

    I will skip the mess the installers left, oil and soot on carpeting and wood floors, that took WEEKS of phone calls to your service center and the rep to get handled...

    I will skip the WEEKS it took to have the 1st Maintenance visit scheduled which, unlike as promised by your salesperson, does not actually include a traditional yearly maintenance including replacing oil filters and such as is customary. If I am wrong and it was supposed to include that? Then we have an additional issue here as all the tech did was have us start the unit, and then he gave us a receipt stating that 'everything was fine' even though he performed NO actual work.

    Fast forward to this morning:

    Smelling oil, we went down to the unit and hit the reset button as the furnace was off. Immediately, flames appeared within the unit and we used the emergency shut down, only to discover OIL LEAKING FROM THE UNIT INTO MY HOME!

    I can tell you I spoke to 7-10 people on your various phone lines, which all seem to route through the automated system that does not even offer an option that I needed, and several times was 'transferred' only to find myself back in the same automated system forcing me to start over.

    Now we discover that, unlike the local companies your salesperson said would be LESS valuable to us than using Sears, you offer NO 24/7 Emergency service! Your salesperson told me that normal service calls are weekly, but that you do have Emergency Service.

    Now, all I can do is wait until Monday morning and hope for a phone call that you can get a Tech out and get my heat to work and the leak fixed. Based on the amount of time it took for other concerns to be addressed I have ZERO faith that I will see a tech on Monday and/or if I do that they will be capable of handling the complaint quickly and conveniently.

    I feel that deceptive sales practices were utilized by your rep in pitching us to use YOU for this new furnace, that I was sold relatively worthless warranties and that he made promises for a level of service that you simply do not provide or offer, and I want to speak to a live human being (preferably a supervisor, or someone who has actually empowerment to address these concerns).

    At the very least, I would like a complete refund of this useless warranty/maintenance plan that I was deceptively sold. If you are not able to be there IN AN EMERGENCY WHEN WE NEED YOU THE MOST, this plan offers ZERO value.

    I anxiously await your reply,

    Steve Costa Budd Lake NJ

    ReplyDelete
  183. Dear Steve,
    I have just read the ordeal you have been through concerning your oil furnace. Please accept our deepest apology. With discovering oil leaking into your home I can understand why you are at this level of frustration. We do value you as a Sears customer and do not like to see our customers inconvenienced. My name is Stephanie and I am with the Sears Social Media Support Escalations team. We are a single point of contact for escalated issues and would like to look further into this. I would like one of our executive case managers to speak to you. 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 furnace was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Steve Costa for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Stephanie L.
    Social Media Moderator
    Sears Social Media Support

    ReplyDelete
  184. I am so sorry I didn't read this page two weeks ago. The only good experience through the whole process were the tech's. They took the brunt of my complaints with Sears and did a nice job on the appliances they fixed. The customer service departments lack training, communications skills, and common sense. The procedures for having an appliance fixed are outdated (to have a tech come twice for the most basic of repair jobs is a total waste of time and resources and no one bother to explain that before the appointment). I won't go into all the details here- they have all been stated in previous complaints. The whole experience saddens me because Sears used to be a name I could trust. I don't expect a response from corporate or anyone else, but I hope to warn other potential customers. Sears may offer better pricing on repairs, but it is absolutely not worth it. I also will be reporting Sears to the BBB.

    ReplyDelete
  185. Re: Complaint on Kmart Associate in Madison, NC
    Associate: Jana Sadler (Service Desk Lead)

    Time after time, I have been in this store for my everyday shopping. I have complained about this associate in the past about how she treats the girls that are running the front registers and nothing gets done. Today I was in line, checking out and Jana came over to the associate that was checking me out and was VERY hateful to the young girl by telling her what to do in front of customers. She was using a very un-professional tone with her. All the customers were looking at each other like we could not believe what she was doing. If I was a manager at that store, I would have fired her right on the spot! I was told that the store manager (Bill) was going to talk with her, but according to what I hear, he hasn't. Madison is a small town and you hear about everything. This associate (Jana) has been hateful to other employees and to even customers. If you ask anyone in this town, they will advise you the same.

    Something HAS to be done about this. If not, myself and others locals will stop shopping here and go to our local Walmart. I have always been a Kmart shopper, but if you continue to hire or keep employees like this, I will stop. Its all about customer service and how you treat your employees. This is not mine or others first complaint on this employee (Jana).

    Please do something now, before you start to lose more customers in this market.

    Thank you

    Anonymous Shopper

    ReplyDelete
    Replies
    1. This comment has been removed by the author.

      Delete
    2. Dear Anonymous,
      I have come across your post and wanted to reach out. I first want to apologize for the negative customer service experience you’ve had, from what I have read it is completely understandable why this would be upsetting and uncomfortable. This is not the type of environment we want for our customers. My name is Stephanie and I am with the Sears Social Media Escalations team. My team handles internet related complaints as well as complaints that come to the executive branch and we would like to look further into this. 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 we will call you directly. Also, in your email, please provide the screen name “Anonymous / 1172012” for reference to your issue, and we do look forward to talking to you soon.
      Thank you,
      Stephanie L.
      Social Media Moderator
      Sears Social Media Support

      Delete
  186. Michelle KerstetterJanuary 18, 2012 at 12:45 PM

    I bought my washer in 2007 and have had nothing but problems with it. This last time it broke a month or so after my warranty ran out. Well of course I had to purchase another warranty. They charged me $350 for 1 year, only to have the technician come out and say he can repair my washer for $1600. The washer only cost me $800. If he were to say he couldn't fix it, they would have to purchase the new washer for me. So they offered me $500 in credit. I went to the store to purchase the new washer. I still had to pay $300 on top of all this. Then they offered me a 5 year warranty for $275. I explained about the other warranty that I just bought. The manager called ServiceSmart and asked if the could be switched because obviously it was a better deal. The said no problem. They would refund my $350 and I would pay the $275. Now it has been 4 months and I get a refund check in the mail for the 5 year warranty and I call up to ask why. Angie Williams says they wouldn't make money that way and they aren't in this to give me the better deal. Where is the customer service in that? I am buying a Sears product. You would think it would last longer than 4 years in the first place. Either way I am screwed out of $75 and 4 years of a warranty. Now what am I going to do when my washer breaks down next year? Buy another warranty for another $350? Sears does nothing but rip you off and I will NEVER shop there again. I will also advise anyone I know not to shop there. If you are going to tell a customer something you better damn well know what you are talking about and in the end you should own up to your mistake and give the customer what they purchased. Now I am paying for your company's screw up. Thank you Sears.

    ReplyDelete
  187. This comment has been removed by the author.

    ReplyDelete
    Replies
    1. Dear Michelle,

      Please accept our apologies for the manner in which you were treated when purchasing the warranty for your new washer. This is definitely not the type of experience our customers should encounter with us. We would like to talk to you about this situation and see what we can do to make it right. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues and would like to offer our assistance.

      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 washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Michelle Kerstetter) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

      Thank you,

      Susan R.
      Social Media Moderator
      Sears Social Media Support

      Delete
  188. I tried to place an order online through the K-mart website, and it was so messed up that the promotional codes weren't being accepted, so I called customer service. After multiple phone calls, I switched over to the Sears.com website to attempt to order everything there for products carried by both Sears and K-Mart (not partner sites). Again, the promotional codes weren't working.

    I spent over an hour on the phone with customer service, trying to resolve the coupon code issue with free shipping, and I was told I needed to call back in a couple of days, pushing the order date closer to Christmas. The explanation I was given repeatedly appeared to be incorrect, based on the customer service representative's misunderstanding of the corresponding terms, which I tried to point out over and over. I waited until the date I was told to order, called back Sears.com for assistance, and was told I was given incorrect information, and the promotion was over. I asked for a supervisor.

    The supervisor took down my order information, and I asked that the order be reflected on my "Shop Your Way Rewards" account, and also online so that I could track it. Unfortunately, neither ever transpired. I had to pay for the shipping, then wait for a refund credit on separate shipping charges for each and every item.

    One of the items purchased for Christmas was DOA, and I wanted to trade it for a working unit. I was told when I called Sears.com that I needed to place another order, pay for it, and when it arrived at my local store within 2 weeks (because it was in stock), I would receive an e-mail notifying me to pick it up, and take with me the faulty unit for return and refund when I picked up the new replacement unit I purchased.

    It's now about 1-1/2 weeks since the product was due at my local Sears store. I called up customer service for Sears.com, because neither of my purchases were reflected on my Sears.com account, nor applied to "Shop Your Way Rewards" pm my account. After providing all of my information, I asked to speak to a supervisor, was placed on hold, and within a few seconds there was a "stutter" tone and was promptly disconnected -- hearing a dial tone.

    I immediately called Sears.com customer service, relayed all of my information once again, and the person assisting me (I use that term loosely) informed me that there was a delay in the item due to arrive Jan. 12, because it hadn't been in stock. If this is true, why was I told at the time of my order that it WAS in stock? I asked to speak to a supervisor, and the exact same thing happened while supposedly being transferred to a supervisor -- I was disconnected a second time.

    I called right back, immediately asking for a supervisor, was placed on hold to be transferred, and I ended up back at the same opening announcement and choices as when a person first calls in. I tried to input a number, and was promptly disconnected.

    At this point, I cannot see Sears lasting out the year, with such poor customer service. Quite frankly, while Sears used to be one of my preferred stores for major purchases (my refrigerator, and numerous electronics, tools and other household items), at this point I don't expect to EVER make another purchase from Sears, based on my recent experiences.

    If I could, I would return each and every item I own that was purchased from Sears, and never set foot in another Sears store or website again, including K-mart. I'm appalled that this type of treatment is acceptable by upper management. I honestly feel the shareholders need to be made aware of these failures, because without some VERY major changes implemented, nothing's going to be improved. Without major improvement, I cannot see Sears lasting another year in business. There's too much competition that's actually competent, where Sears is definitely NOT.

    ReplyDelete
    Replies
    1. Mr. Baldwin, Thank you for reaching out to us, again we are very sorry for the frustrations, please see our reply on the other website you have posted to.

      Thank you,
      Stephanie L.
      Social Media Moderator
      Sears Social Media Support

      Delete
  189. Richard White
    Charlottesville, VA
    RE: Store 6685

    Auto department - Tire rotation

    Near death experience with lug nuts coming off my car while traveling on the Interstate at 75mph!!!

    I had my wife take my car to Sears in Charlottesville, VA (store 6685) and have the tires rotated before the Holiday's 12/20/2011 because I was leaving to visit my son in Atlanta on the 26th. I am a long time client of NTB and in Charlottesville they are now Sears. I purchased my tires for my Camry and my son's Corolla tires at this same store. I like the convenience of brining my car back for the free rotations.


    I was in Tennessee near Kingsport when I heard a strange noise (something hitting the side of my car) and began to feel a vibration going 75mph in the left lane passing a car. I did not see debris on the road so I thought it may be the lug nuts and after carefully maneuvering my vehicle to the side of the road it was in fact 2 lug nuts missing and a third just hanging on by a few threads. My son and I had to unpack the trunk to get to my lug wrench and I tighten the remaining lug nuts on the front passenger side and then I checked all the wheels. Only the front passenger side was loose. I was then on the look out for a good exit to locate a auto parts store to purchase lug nuts - found one a few exits down the road. After installing the new lug nuts and rechecked the lug nuts on every wheel since it was in the safety of the well lit parking lot. I proceeded down the road and after all this was too tired to drive the rest of the way to Atlanta that night and stopped on the south side of Knoxville. I was terrified of what just happened, my son and I could have been seriously hurt or killed as well as others on the road near me.


    The next day, I went to sears in Kennesaw, GA to examine my threads and make sure all the lug nuts where the same length, I had purchased some lug nuts but they were shorter than the ones on the car. They were able to obtain 2 lug nuts of the same length and checked my threads and said they were Okay. They reimbursed me for the lug nuts I purchased in TN and said they are guidelines to ensure this never happens. He said I should speak with the store manager and he would take care of me.


    I spoke with the manager of the Auto dept on my return on Monday the 2nd and he was going to talk with the store manager Chad. At first I was looking to get what I paid on my son's car $172.00 for some kind of compensation for this ordeal. But after going over everything;

    1) Spending a couple of hours in TN to correct the loose lug nuts and locate a store and install new ones

    2) Spending the night south of Knoxville 2 rooms (one for me and the other for my son)

    3) Being terrified at the thought of what just happened and how lucky I was

    4) Spending the time to drive over to Sears in Kennesaw and wait another hour

    5) No longer feel safe in having Sears work on my car - will have to pay for tire rotations


    I feel that $3,000 would be adequate compensation for this entire fiasco that should never happen to anyone. This would cover my time and expenses for having this corrected. This could have been much worse. Chad said he could not authorize this but I would have to speak with the Regional Manager but he was out all this week. He went to get his name and number but after waiting for ten minutes- I left feeling he was not sincere in taking care of a good customer and that is why I am writing the corporate office.


    I am very dissapointed in the corporate office - I have sent emails to several corporate individuals and have not heard a word back - I can see why Sears is losing business. If they were to check on my records they would see I was a loyal customer.

    Sincerely,

    Richard R. White

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  190. I ordered a ring online for a Christmas gift website guaranteed delivery by 12/23/11 with expedited delivery so I paid the extra when it didn't arrive I called customer service and was told that it hadn't been processed yet and wood refund the shipping and would get back with me. They contacted me by email to say would not be available til 1/12/12 and no refund would b given and woken let me cancel and said no return to store... Sears is horrible do not use their online site and customer service was the worst ever

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  191. HORRIBLE CUSTOMER SERVICE ... WOULD NEVER RECOMMEND SEARS AND WILL NEVER BUY AGAIN... THE STORE EMPLOYEE MADE A MISTAKE WITH MY ORDER AND IT WAS NOT REALIZED UNTIL AFTER I WAITED ALL DAY FOR THE DELIVERY ..I ordered two full size mattresses and two full size boxsprings and two frames but they delivered the correct mattresses and frames but had only one full boxspring and that the other was a queen size in error .... needless to say it became my responsibility to get this corrected had to call and be transferred to 12 different people had to repeat the same information each time and deal with nasty customer service employees ... and a supposed supervisor who couldn't help ... obviously Sears really doesn't care about their customers .. when finally they tell me they can get the correct boxspring delivered but not for 5 days and at that they can't even try and get a quicker date or even provide some courtesy and have it be delivered early instead they said someone would call and let me know the time slot .. this is UNACCEPTABLE SERVICE !!!! Sears obviuosly prides themselves on LOUSY SERVICE .. I guess they figure they got your money already so the hell with the customer ... I made a HUGE MISTAKE CHOOSING SEARS and WOULD NEVER MAKE THAT MISTAKE AGAIN AND I WILL NEVER RECOMMEND SEARS TO ANYONE ...this was a HORRIBLE experience and extremely stressful ... I was even told when I said I would contact headquarters to complain that headquaters wouldn't do anything to help or change this either .. .. Sears must be very proud of the lousy service they provide... live and learn DON'T SHOP AT SEARS ......

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    Replies
    1. SEARS IS HORRIBLE !!!!!!!!!!!!

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  192. Dear Anonymous,
    I have come across your post and wanted to reach out. I first want to apologize for your negative customer service experience, from what I have read it is completely understandable why this would be upsetting. My name is Stephanie and I am with the Sears Social Media Escalations team. We do value you as a Sears customer and I would like one of our corporate case managers to contact you directly to further look into this and to also go over how we can turn this into a positive experience. 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 your mattress was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name “Anonymous / 1242012” for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Stephanie L.
    Social Media Moderator
    Sears Social Media Support

    ReplyDelete

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