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.
MASSACHUSETTS -- 10 month old fridge broke on 12/18, I bought the best warranty. Called for service and the best they could do was 12/29. On that date the service tech came out and had to contact someone on the phone for help to diagnose. Ordered the part and he was to be back on 01/12 in install. Took day off from work and no one showed up. Spent more than 2 hours on phone only to be told they could not be back till the 24th.
Six weeks with no fridge!!! They offer no explanation as to why he didn't show. I had to rent a fridge and was told my warranty covers it. I was just told by Sears benefits that because I didn't get an approval code I am not covered for that. The food loss form they sent me to fill out didn't work. It's no wonder Sears is closing stores nationwide. NEVER AGAIN.
INDEPENDENCE, MISSOURI -- We had a power surge in our subdivision 2 months ago. It knocked out our 5 month old 70 in television. It has been over 2 months and I am still without a television. Sears sent the repair out to a third party who came to our home within 2 days of the report, but has not been back since. He ordered the wrong parts, and the ones he did order, he kept since Sears paid for them but they were shipped to our home. He will not respond to any of my texts or calls. Sears cannot help as they keep referring me to their third party. THIS IS NOT RIGHT!
PORTLAND, OREGON -- We purchased all new windows and A/C and Heater. The sales team was nice but VERY LONG, half a day just for them to do their paperwork on the computer to do the sale and the computer kept having issues. The installers are subbed out but did ok work. One of the windows had mass amounts of sealant gel dripping down the windows onto the house that needs repairs. A couple of the windows do not lock as it would take an immense amount of pressure to get it to lock. A window screen came with a tear in it and they installed it without saying anything.
It has been 6 months and numerous calls and emails to their "customer service" department which is apparently one project manager because we always talk to the same person. Still no repairs have been done 6 months later. In addition, I referred them to a friend and was to get a referral fee, that has still yet to happen. When I complained, they sent me a form called a "Settlement Letter" in order to process the referral! OK NO I'm not SETTLED as NOTHING has been fixed. And the REFERRAL has nothing to do with the settlement of MY installation. SHADY business practices!
LODI, CALIFORNIA -- I ordered a rip fence replacement for a 10 inch table saw online. It paid for and promised within a week. 2 days later it was backlogged an additional 2 days. A few days later, it was backlogged again adding 2 more days. Finally it was backlogged an additional 2 weeks. In the meantime, I needed the replacement to cut some wood. Eureka! I found it and it's on its way via USPS next week.
Day One: Tried to go online to have order cancelled. No luck. Day Two: Went online to chat session with a representative to have the order cancelled. No luck. Day Three: Call times and was disconnected 5 times after approx 5 half hour calls. I talked to a robotic voice each time (not really a robot...not SciFi) and was transferred to human agents with heavy accents who could do nothing to help.
Finally solution is to wait for the order and pay $5.71 to UPS to have item returned. You know. The one that is still back ordered and was never sent. So I am paying $5.71 for placing an order for an item I won't need. What's wrong with this picture? And no I am not sending it back unless I can send it soon their dark alley sideways.
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.
OGDEN, UTAH -- I love Sears and love their product; But I do not like how their salespeople for furnace, he gave us high price and not reasonable bidding. Do not feel bad to say no, even if he spent 3 hours to explain things... "You got 3 days to cancel it, it is your right, so act fast." Dear Sears, you might want to fix that part... I love Sears, but so far not so fun with the sales for furnace.
NEVADA -- I purchased 2 twin beds at $800.00 each. Within 2 years they sag heavily in the middle, I weigh 140 lbs, my wife 95, very upset. Also purchased a Kenmore elite double door fridge that can't run for more than about 5 or 6 months before another electronic part fails. That fridge was $1300.00, not a fan anymore.
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?
MOREHEAD CITY, NORTH CAROLINA -- I found a treadmill in a Sears store but they didn't have it in stock. The associates suggested ordering it online and having it shipped to the store nearest me. It took two weeks for the treadmill to arrive and I picked it up from the Morehead City, NC store. After half a dozen uses, the belt began to fray and I was still within the 30-day return policy so I contacted Sears.com and asked what to do. Patricia (online chat) said it had to be returned to the store it was picked up from so I loaded it into a borrowed vehicle to return it to the store.
I arrived at Morehead City, NC store to return it. The woman, Jenna, was helpful but couldn't "find" the transaction in their system. It shouldn't have mattered since I had the online receipt and the store pick-up receipt. Her manager then told her that they didn't accept returns at the store because they are an outlet store. I called Sears.com for them to verify that this was true since I was specifically told to return it to this store. After an hour on the phone, they said it had to be returned to a full-line store, which is 50 miles from me. This in itself is completely unacceptable.
Since they refused to take it at the store and the woman, Adds, from Sears.com "couldn't do anything more", I was forced to take it to Jacksonville, NC. The gentleman at merchandise pick-up, Jason, was extremely helpful but, again, for whatever reason they couldn't find it in their system even after entering everything from the receipts. He called Sears.com to see what the problem was and the woman on the phone told him it had to be returned to Morehead City, NC store.
At this point, I was steaming mad and he told the woman I was told to return it to Jacksonville, NC. She said she can see where it was noted on the file that it was to be returned to Jacksonville, but policy said it had to go to the store it was picked up from. Finally, I got on the phone with her and said I don't care what she has to say because they can't seem to get their information straight. I refused to leave the store with the treadmill and got on the phone with my credit card company to file a fraudulent charge.
The woman on the phone then said because the order was placed over 30 days ago, I couldn't return it even though the order never arrived in store for two weeks after the date of purchase. It clearly showed the date that I paid in full and received the item at the store.
She argued that it was from the date of purchase so I said if an item was out of stock and ordered online, I paid for it and it took 6 weeks to arrive, I couldn't return it. She said, "well no that's different." No, it's not different. Sears is simply trying to step around their return policy! She then said I should call a technician to come fix the problem. Are you serious?! After sending me on a wild goose chase with incorrect information, I was furious.
The manager at the Jacksonville, NC store was helpful. She finally told me to just hang up with Sears.com and she would refund the money. She couldn't believe the run around that I was given. I will never shop with Sears again. Ever. Side note: Several workers at the Jacksonville, NC store said the manager at the Morehead City, NC store is a liar. They are not an outlet store, they are a home store and they absolutely MUST do returns there.