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.
I had been checking out prices online for the California brand air compressor model 2010A when I saw an advertisement on cnn.com for that compressor (see attached screenshot). The price was $142.19. When I clicked on the link it took me to Sears.com but the price changed to $169.99. I contacted Sears through their website's Chat feature but they would not honor the lower price in the Sears advertisement on CNN's website. They did eventually offer me 10% off one of their own compressors. I declined that offer.
KILLEEN, TEXAS -- We purchased a dishwasher online during their Labor day sale this year. When we inquired about the item in the store and they learned it was an online purchase we were quickly turned away and treated as if we were traitors, in actuality, it was apparent the salesmen had nothing to gain via a sale so offered NO assistance at all.
It got FAR worse, we learned thru this process that when you buy online, the brick and mortar staff have no control or knowledge that is helpful in tracking your item. We could not locate or find our item until I went to the store in Killeen and even then I had a two employees telling me it was not in the store until a third one who actually went back and looked came back to me with it on a dolly.
It gets WORSE, we paid to have it installed by their out-sourced appliance installers they use called Tolly's AC & Refrigeration, who after hassling with them a little suddenly decided they could not install it till November (remember, we bought it at labor day) so we asked for a refund so that we can find someone else to install it.
Then it gets WORSE, nobody can refund an online purchase, until you are talking to someone in the Philippines who said they would refund it in 7 days, that was a month ago, still no refund. Sears in Killeen Texas sucks, the salespeople are selfish pigs and the staff seem like they are all on drugs. Run and don't look back. I predict they will go out of business soon, it just had that feel to it when I was there.
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.
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!
COLD SPRING, KENTUCKY -- The Sears delivery team, while in the process of delivering a refrigerator, smashed it into my dining room chandelier, virtually destroying the fixture, along with the door blinds on my entrance door. Such carelessness and recklessness I have never before experienced from a retail organization, which is exceeded only by their lack of accountability.
After two months and countless communications with multiple claim departments, I have yet to receive a penny in reimbursement. Not only will Sears not stand behind the product they sell, but apparently, they refuse to accept accountability for property damage caused by them or their representatives/agents. STAY AS FAR AWAY FROM SEARS AS YOU POSSIBLY CAN!!!
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?