On March 30th, I ordered one (1) back scratcher for $7.99. A few days later, I received two (2) packages in the mail: one contained the back scratcher that I ordered and the other contained three screwdrivers that I never ordered. Neither package had any documentation, whatsoever. When I looked at my credit card statement, I found two (2) separate charges for $7.99. Each of those line items contained the same phone number, 847-286-1940. That number is not-in-service!
When I went back to Sears.com, there was no provision for telephone contact. There was a "help" feature that DID NOT PROVIDE FOR AN ERROR ON SEARS' PART. The not-in-service phone number and the lack of telephone numbers on the website makes me believe that Sears has taken deliberate steps to frustrate its customers. What happened next, confirms that suspicion.
On April 5th, after a long struggle trying to find a phone number, I called 800-349-4358 and spoke to Rob, or Rod, or Bob at extension **. He promised me that he would take care of it within 48 hours. On April 12th, I got an email that said: "In regards to your order number **, we received your request regarding the missing quantity. We researched on your order and we see that you have ordered only 1 quantity. Hence you have received one quantity. We apologize for any inconvenience this may have caused you.If you have any comments or questions, please chat with us now for assistance..."
Notice that the problem went from double billing to there is no missing quantity. Okay, if you only delivered one (1) back scratcher, why was I billed for two (2) back scratchers? I called 800-366-3028 and eventually got Troy who was not helpful. He continued to follow "the script" and gave me every excuse of why the promise made by Rob, or Rod, or Bob was not fulfilled. When I asked him if following his checklist was more important than reversing an erroneous $7.99 charge for customer satisfaction, he replied that he cannot reverse the charge, nor can anyone else.
Troy refused my request for his supervisor. Troy was unable to provide me with the address to make a written complaint, and he was unwilling to make the effort to find the address for a written complaint. He kept parroting the excuse that he has a policy to follow. I wrote a complaint to corporate HQ in Hoffman Estates and received a voicemail from Preston on April 20. The phone number he left, 800-479-6351, put me in a phone tree that did not have an option for complaints or returns.
On April 21st, I got to Denise who said it was the fault of Unique Bargains, a third-party vendor, and that I should call them at 650-279-0778 because Sears has had problems emailing them. All together I have been on the phone over two hours for a $7.99 charge that was totally SEARS' MISTAKE. Rob, or Rod, or Bob did not make good on his 72 hours promise, Sally's email claims there was no problem to fix, and Troy only cared about following the script, Preston puts me back into a phone tree, and Denise says it's between me and Unique Bargains.
On April 23rd, I got an email from Jude ** who wrote: "As the cost is lower than the return shipping fee how about do a partial refund? We can offer 15%. Please contact us back so that we can assists you further. If you have any comments or questions, please chat with us now for assistance." Called 800-366-3028 and spoke to Jam who couldn't take care of it; spoke to Helen who said she'd escalate it and that I'd receive a call back from one of her three supervisors.
On April 24th, I got an email from June ** who said: "For your convenience we have issued the refund of $7.99 for the Order # **. You can keep both the items. Please allow 3-5 business days for the refund to reflect in your account." Is it really this necessary for a customer to go though this aggravation over SEARS' MISTAKE?
KILLEEN, TEXAS -- In mid April I took my car to Sears Automotive. I was told that I needed a Valve Cover. I ok'd the job. My son deployed in May and left the car on post in the deployment lot. I picked it up the first week of November and it wouldn't start. I had the battery jumped, then took it to NTB to recharge. When I put it back in the car, the car still didn't start. Since I have credit at NTB, I had it towed to there. They opened the hood and showed me all the oil that was gushing out, missing bolts and covered spark plugs. Apparently the technician only placed a cover over the problem.
As my son drove it thinking the problem was resolved it was getting worse. That technician is no longer there, (not surprising). I appreciate the district manager Marc ** allowing the service manager John to give me a refund. If the job was done correctly in the beginning, I wouldn't have had to pay NTB over $1000 to not only fix their botched up job, but repair the original job. I have been getting the runaround for weeks now. Is this a legal issue? I was leaving Texas this month, but don't mind staying to resolve this issue. I will not be taken advantage of!
OVIEDO, FLORIDA -- I bought a Dockers Suit for my son to learn after he tried it on at home, it didn't fit. The Sears store closest to our home is closing and would not accept the return. The next time I was near the Sears store still in business I was a little over a week of the 30 day policy. However, I did not need a cash refund, I just wanted to exchange the same item for the correct size.
Even though they still carry the suit in their store, they will not allow an exchange. Their receipt says nothing about an exchange policy. I called customer service to find a manager who could help. Every person repeated the same policy. What's the point of having a customer service department if you're not going to help serve your customers.
SUGAR LAND, TEXAS -- Really long presentation - over three hours. Mostly consisted of John showing me the problems with how the previous roof was installed (this original roof has not had a leak in the 23 years it has been on - only replacing in order to sell), and that Sears would do it right.
Lots of how long do you think the warranty will last, how much do you think the roof will cost. Each answer was met with a condescending smirk. Once he revealed the price (three TIMES the price of another long-standing company with a clean BBB record), and expressed concern over the price, he was very quick to pack up and leave. Would not leave a card.
GREEN BAY, WISCONSIN -- We purchased a new stove and refrigerator from Sears. It was to be delivered between 4:30 and 6:30 pm. They got to house, and our tenant got there 2 minutes later. Can confirm this because we were on phone with both when they arrived. The delivery man had already started unloading the appliances onto the FRONT PORCH (yes, thousands of dollars in appliances, left on a front porch!!!), and ignored her when she tried to direct them to bring the items into the home. They drove away, leaving her standing in the driveway.
I called Sears and asked them to go back and complete delivery and installation. I also paid for installation and additional parts required to install a gas stove and water line for a fridge. After 1.5 hours, they stated they would try to call warehouse and see if they could come tomorrow to finish job, but probably not. This means my tenants has no stove or fridge, and that the soonest they can get there is 5 days from now.
I had to take $100 off rent because my tenants ended up carrying the fridge into the house on their own and they do not have a stove for a week! Sears did not seem to care. Terrible customer service, even worse delivery service. Not worth it. I recommend shopping elsewhere.
MIAMI, FLORIDA -- Whirlpool fridge was leaking some water. Called for repair. Paid $300 for a 5 min. repair. Technician says, "Let me give you my cell phone number." Next morning the water leak was worse than before. Ray never answered his phone or text. Sears says it will be 1 week before they can send someone to fix his screwup. Now I have to worry for a week about my kitchen flooding or getting soaked with water because he did not do the proper repair? Stopped payment on my debit card. They will get paid when the job is done properly. If I must wait a week, so will they. Will NEVER use them again!
Would never shop at Sears again - Horrible return policy and pathetic customer service.I purchased apparel from Sears and never got a chance to return items that did not fit me since I was travelling internationally. It was around 60 days when I finally got a chance to visit the store for the return. The store associate was rude and refused to entertain my return or even give me a store credit. I was just provided a customer support number. Those guys further directed me to a customer relations team. That lady was very arrogant and refused to hear me out. Blatant reply I got was return policy changed from 90 days to 30 days.
It is disgusting that at no point was I as a customer made aware of this NEW 30 day return policy while I was making this purchase, neither is it mentioned anywhere on the receipt for customer reference. They have deliberately left it lose to misguide the customer. The associate's reasoning was that I should read this policy that is posted on the billing counters (in 5mm size text, really???) or I should go to Sears.com to educate myself regarding their new return policy.
I am pretty sure Sears is losing out in the race against other stores like Kohl's and JCP which such cheap, customer harassing gimmicks. Definitely, I for one am never setting foot in a Sears store ever again.
BONNEY LAKE, WASHINGTON -- In general, we are all just little fish in a great big pond. Whatever happened to really caring about each and every customer? I pay for a service of shipping a part, yet it's not much of a service at all. You get told an estimated arrival date, when that goes by, you call and they up the date another week. By what means does the Sears Company ship. Camel, slug, sloth. There is no way it takes two weeks to get a part to your customers. Never again will I purchase from Sears. They don't care about you, once they get your money. Oh wait, I forgot the Motto of the world. It's the (Less For More) program that all of business has become. It's all gone to hell and a hand basket!
LACEY, WASHINGTON -- Sears has a horrible return policy. No other company that I am aware of, will flatly not take anything back, even unopened, never used - after 30 days. I predict this store will be out of business very soon. I know I will never set foot in their store again!