Sears Credit Cards

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1.0 out of 5, based on 2 ratings and
36 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Credit Card Screw Up
Posted by on
Rating: 1/51
COLORADO -- On June 29, 2013 I purchased a refrigerator from Sears. The salesman convinced me to open a Sear account to give me a discount and pay over 12 months w/o interest. I gave him my name, address, etc., and showed legal documentation, my driver's license, confirming my information. I received many advertisements from Sears at my address, but no bill or card. I called Sears to find out when I would receive a bill.

I finally spoke to an individual with the credit department, to whom I explained the situation. He started by asking me for my credit card number! Obviously, he was not listening to me. I again explained the issue and therefore did not have a credit card #, and he asked for my SS#. He then asked my name. When I gave him my name he proceeded to tell me that I gave a WRONG name. I confirmed that the SS# was correct, and explained that I had given my correct name. After some hinting, I realized that Sears had changed my name from my correct maiden name to the last name of my EX-husband, whom I had divorced 12 YEARS AGO. Then I find out that a credit card with my ex-husband's last name on it was mailed to my ex-husband, at an address at which I have NEVER EVEN been to, much less lived. (Apparently, he had moved there 3-4 years after the divorce.) Oh, and by the way, there was a late fee!!!! I do not know why someone would take it upon themselves to change my correct information to incorrect information and mail a credit card, which I signed for, to a man who has not only filed bankruptcy, but had moved to evade making payments on loans and credit cards in his name. The individual on the phone did not have a grasp as to the seriousness of the situation. He said he would remove the "late charge" and mail me another statement and card. I have yet to receive either!
I then proceeded to e-mail my situation to what I thought was a Sears' complaint site. I received an e-mail saying, "Thank you for contacting Sears.com regarding your credit card. I am sorry to hear that you have not received the credit card. It's perfectly understandable that you're very upset about what's happened. I appreciate the opportunity to assist you." Again, I do not think this person read what I wrote.

WHY WAS MY NAME AND ADDRESS CHANGED WITHOUT AUTHORIZATION FROM ME!

And people worry about identity theft, by criminals.

I want the bill! I will pay it off!! I will close my account!!! I will not do business with Sears again!!!!
Company Response :
Billiemarseilles,

We're truly sorry for the frustration and confusion over your Sears account. We can help get you in touch with a supervisor with CitiBank if you'd like. Please understand that our stores do not outline the credit rules and guidelines and may not have even been aware of the account details. If you’d like our assistance with CitiBank, who handles all of Sears’ credit and financial matters, please send the following information – contact #, screen name (billiemarseilles), phone # used at time of purchase to smadvisor@searshc.com. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
     
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cmthru on 08/15/2013:
You had best check your credit reports. Contact the state's attorney generals office to see how you can protect yourself. Sears gave credit to a person you have no legal obligation to support. You could end up getting stuck with his charges.
WHAT!!! on 08/15/2013:
Is it Citibank? You might want to skip Sears and go straight to Citibank and ask them exactly what is going on. Have them send a copy of all paper work from Sears to see for yourself what happened.
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Goodbye Sears
Posted by on
Rating: 1/51
HOFFMAN ESTATES, ILLINOIS -- As per last customer's review -- He will cancel out his credit card after twenty years usage. I am doing exactly that -- after many years usage of Sears Master Card to pay for an insurance policy. I was surprised to find the monthly payment had risen in an amount equal to 41% more than the actual monthly payment rates.- due to "overdue payment charges" even though all my payments for years, have been on time. - I called, was turned over to a "specialist" who refused to listen to my questions, but simply kept on talking over my remarks, demanding that I go to my bank, have them verify that the last check written (paid on time -- but in this man's mind had been never been received at their end) -- be certified by the bank who would have to make a certificated copy of the cancelled check which was to be sent to Sears, but would be considered unpaid until that time and I would be facing more excessive charges if new check were not received at his end before the normal due date. . that I was trying to cheat Sears. He then proceeded to read me an ominous statement telling me of the dire consequences which would occur should I chose to cancel the card. Even though he was no longer listening, but simply repeating the consequences of my actions. Over his voice, I stated that I would send them their demanded amount -- even though already paid and cancel my account rather than submit to this kind of disgusting treatment.

I am 81 years old -a media coach and I still work hard at my craft -- part of which calls for training of service personnel. If this man had been one of my client's employees, I would have recommended that he be terminated as he obviously was not destined to help anyone, merely play the role of terminator. The fact that he DOES hold his position, tells me that I do not want to be a part of the company who would keep such an individual on their payroll.
     
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trmn8r on 05/10/2012:
In the event a financial institution does not have a record of receiving a payment, what this one did is standard practice and a royal pain in the neck for the customer. And of course until they receive proof it would remain as unpaid. And then if the account isn't paid it eventually is turned over to collections.
tnchuck100 on 05/10/2012:
Good review. You have done the right thing. Except for paying the undue amount. I would not have done that.

I find it particularly despicable that you had to listen to him rant on about the consequences of your actions while the pompous, arrogant Sears employee sits comfortably knowing Sears has no consequences whatsoever even when proof of the mistake is provided. They would STILL hold you to the penalties.

Congratulations on kicking Sears to the curb. They deserve it.

Before anyone jumps in with "it's not Sears it's the bank" I realize that. But they represent Sears in this situation. If Sears doesn't like the blame they should help the customer instead of assuming he is wrong.
SearsCare on 05/14/2012:
Dear oncamoff,

We’re terribly sorry for the disappointment surrounding your Sears credit account. We understand your frustrations and would be happy to connect you with one of our corporate case managers who will assist you in getting in touch with a supervisor at Citi Bank. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly.

Thank you,

Stephanie L.
Social Media Moderator
Sears Social Media Support
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Sears Sucks
Posted by on
I can't believe an American company like Sears has chosen to vigerously screw their clients; I bought 4 new tires at Sears, within less than a year the tires were worn out; They would not stand behind their warranty because they said I didn't have a front end aligment at the same time the tires were installed and didn't rotate them to their time schedule; That's not even the screwing; I bought the tires 6 months same as cash and paid off the amount; because I had a previous amount on the card they said that I should have requested the payment be applied to that purchase then hit me with over $700 in interest fees, for 6 months on $1000 purchase, louie the loanshark doesn't charge that kind of extortion fee!!!!! Well guess what Sears/Citibank, I'm not paying you filthy scumbags one more American cent, no more Kmart no more Sears.
     
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trmn8r on 09/06/2011:
The "same as cash" offer is something you need to ask about if you already have a card and make other purchases with it or carry a balance. This also applies to some of those checks you get in the mail from your CC company.

As to the tires, how many miles are on them? If they feel the wear indicates poor alignment and/or lack of rotation, they are within their rights to deny coverage in my opinion. You can tell by looking at tires if the alignment is out of whack, and by comparing the wear whether or not the tires were rotated.
At Your Service on 09/07/2011:
Once again trmn8r beat me to it. I agree completely with his comments.
BEJ on 09/07/2011:
What were the conditions of the warranty. If it required that tire rotations be done to a certain schedule then you violated the warranty by not doing them. They had the right to refuse to honor the warranty.
SearsCare on 05/01/2012:
.
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Customer Service ends when your credit card clears
Posted by on
CINCINNATI, OHIO -- Because my mother is seriously ill, her caregivers need reliable appliances. When the dryer died, I headed for Sears and purchased a dryer to be delivered and installed. I emphasized that my parents are elderly and ill, and the installation needed to be absolutely carefree for them. Well, the installer was, as my father described him, "a slob" and to top it off, he did not hook the dryer vent up properly. As a result it fell into pieces after one use of the dryer. Luckily one of the caregivers taped it up (and my husband reinforced it today) or else my parents would have been out of luck. Nice going, Sears. Way to treat the elderly!

And when I called to complain, you can guess what happened. Thirty minutes of phone hell, rerouted from one department to the other. Thanks but no thanks, Sears. Your crappy service is now public on the web.

If I hadn't been desperate to help out my parents, I would have just asked someone in my family to take care of this. But no, I paid extra and tried to ensure that a professional installation would take place. What a chump. I won't get fooled again, believe me!
     
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At Your Service on 11/19/2011:
Ideally anyone showing up to render service is slim, trim and wearing a freshly pressed uniform. The reality is that a considerable amount of them will not. They've been lifting and moving large items all day and are probably not in the cleanest of uniforms.

The vent is normally a fairly simple install, usually consisting of clamps on either end to secure their connection. You're right in expecting it to be installed right to begin with, but fortunately, it's the easiest of things to resolve on your own.

Most importantly, my thoughts are with your mother. I really hope for all the best for her.
SearsCare on 11/22/2011:
OhioTina –

My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance. I'm sorry we've somehow let you down, we apologize for the improper service that was provided to your family with our business partners in Installation. How can we help? Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.

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 item 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 (OhioTina) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,


Robert B.
Social Media Moderator
Sears Social Media Support
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Consumer Complaint
Posted by on
HAGERSTOWN, MARYLAND -- I visited the SEARS store in Hagerstown, MD last evening and the sales associate informed me that I could get $15 off by applying for a SEARS credit card. The sales associate obtained my info and the card approval went through favorably. However, the problems began when I found that my physical address had been entered in the system, rather than my post office box, which is where I receive my billing statements. The sales associate had no idea where or whom to contact. Finally, after reaching the credit department, they, the credit department would not speak with me. At that point, I informed the sales associate that I wished to cancel the card and sales transaction as well. At that point, the sales associate became quite rude towards me. When I asked to speak with the store manager, the sales associate refused my request. When I told the associate I wanted to return the item then and there, I was also refused. After finally speaking with the store manager, the situation was somewhat resolved. The next morning, still upset with the events which transpired, I returned to the store and returned the items purchased. I do not intend to shop at SEARS any further. In my opinion, the level of customer service has greatly deteriorated over the course of that last six or seven years. SEARS was once a very proud company and stood by their customers, products, etc. It is quite sad to see what the company has now become.
     
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SearsCare on 11/16/2011:
Dear drparsonvaden51:

Please accept our apologies for the problems you encountered while trying to get your personal contact information corrected with my business partners. The level of customer service you received is definitely not the type of experience we want our customers to experience with us. My name is Susan and I am part of Sears Social Media Escalations Team and we handle escalated issues such as yours. We want you to know that your concerns are very important to us. We would like to look into this situation and offer our assistance to resolve any concerns you may have.

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 items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (drparsonvaden51) 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

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Sear Credit Card employee incompetence
Posted by on
I have owned a Sears Mastercard for over 20 years and not had any trouble at all until December 2010. I use the card for ordering items only because the security code is required and that card is the only one with a legible code. In December 2010 I was notified by Sears that someone tried to use by account password. I told the employee that I never had a password and that I never applied for one.

This went over their head like a jet plane. Needless to say I cannot use this credit card. They said they would correct this and get me a new card in 10 days. This never happened.
     
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JBard on 01/07/2011:
Hmm, Better close the card.
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Sears Card Interest Rate Scam
Posted by on
Sears Card (Citi Bank) Fraudulent Interest Rate Hike! Currently with the American economy in its state of affairs and the feds interest rate at practically Zero Percent, Sears Card (Citi Bank) has risen rates to 23% or higher on some cards. The American consumer is getting scammed!

This money comes out of thin air for these companies, just a bunch of digits generated by the computer and sent out with your social security number to scam you into taking on more debt. This is a debtor nation they created but the ones who Win are the banks and credit card companies once they run you into bankruptcy. And that’s exactly what they want you to do, file bankruptcy, so they can seize everything you own.

We must unit as a people and root every one of these scam suckers out. Please watch these videos, MAXED OUT, WWW. ZEITGEIST. COM as well as MONEY AS DEBT by Paul Grignon's. There is hope, hope for a brighter future for our kids and others, we must free ourselves.
     
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Anonymous on 05/13/2009:
Yes, we are a debtor nation. This is a good reason for the credit card companies reducing available credit lines. Painful, but necessary.

I would like to point out, however, that declaring bankruptcy prevents them from seizing 'everything you own'. That's the very reason for declaring.
BokiBean on 05/13/2009:
Great point, Ken.
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Beware Of Using A Credit Card
Posted by on
TORONTO, OHIO -- On Dec. 21st, 2008 I purchased a Christmas gift. I paid by Visa. I asked for a 'gift receipt' and was told that they would have to void my transaction and put it through again if I wanted a gift receipt. I said please do that. They voided my transaction; put it through again, but, this time the sales clerk forgot to input for a gift receipt. They had to void a 2nd time and put it through the 3rd time. So at this point we have 3 sales and 2 voids.

Looking at my credit card balance (on-line) about a week later it showed 3 sales and only 1 void. I called the credit card company and they temporarily removed one of those transactions. They got in touch with Sears and told them the issue. Sears verified that those sales were correct and even sent in the sales vouchers without sending in the corresponding voids. So the temporary void I received from the credit card company has been removed.

I contacted the store and one of the supervisors went through the receipts. She verified that yes there were 3 sales and 2 voids. She asked me to bring in my credit card statement so they could verify that I had indeed been charged for the same product twice. I did this. I also brought in the documentation from the credit card company showing how Sears had supplied them with 2 sales vouchers but no voids. Now they are saying they want my next credit card statement. I asked them to tally the receipts they sent to Visa on Dec. 21.. a simple audit of that day should show they are out of balance by my exact amount. The supervisor said “I can’t do that”. I’m well aware that she probably can’t do it; but; surely their billing department can.

I have to say this is beyond frustrating. Not only was the initial transaction a big hassle; but ever since as well. I've been kept on hold; dealt with numerous people - was told to bring in my credit card statement (which I did) and that is still not enough.

I assumed that this simple clerical error could be corrected easily and efficiently.... instead it's resulted in me paying for the same outfit twice and Sears losing a long term customer.
     
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Soaring Consumer on 02/05/2009:
You should have been given a receipt for each void, send both of them to the credit card company.
Anonymous on 02/05/2009:
I'm sure this is frustrating. Once you find someone willing to listen and actually look at your voids, this will go away. BTW: Do NOT send your original voids.
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Sears drops credit card for no reason
Posted by on
I have been a steady customer of Sears for over 15 yrs. I always paid my Sears credit card bill, and have a balance on it since I received it. Now they send me a letter in the mail and say That I am not credit worthy, and has cut my credit and wants me to continue to pay my credit card bill on time. I think some of these companies are just way too big for there breaches. I will never shop at Sears again!
     
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idontthinkso on 07/10/2011:
Sears has closed. The people who bought the name are not trustworthy.
MRM on 07/10/2011:
Mama Nooo!!! I love my Sears!
biomajor on 07/10/2011:
Raven, Kmart actually bought Sears :) They changed the names to Sears because of the supposed better branded name, but quite frankly, the new Sears are worse than the the old Kmarts.
Anonymous on 07/10/2011:
Kmart bought Sears, but it was a merger, not an acquisition so neither entity will be (at least in the very near future) completely absorbed.
raven2010 on 07/10/2011:
Oh jeez I need to learn to read. Thanks for setting me straight guys!
Anonymous on 07/10/2011:
I did see a story Sears would be phased out and be phased in to Kmart.
Anonymous on 07/10/2011:
Lol raven, there's nothing wrong with your reading skills and here's why;
After the merger, the Kmart Holdings Company, which now owned both Kmart and Sears, changed its name to the "Sears Holding Company". So now the Sears Holdings Company owns both Kmart and Sears.

So in that respect, it's more correct to say that Sears owns Kmart. The only true statement you can make along these lines is that "The company that always owned Kmart now also owns Sears", but it's really not 100% correct to say that either "Sears owns Kmart" or "Kmart owns Sears".

clutzycook on 07/10/2011:
I read an article the other day that the name "Sears" will probably cease to exist sometime in the next year or so.
trp2hevn on 07/10/2011:
Sears credit card is run by Citibank. So seems to me that the complaint should be with Citibank and not Sears.
kinthenorthwest on 07/10/2011:
Yes Sears credit card is owned by Citibank.
Citibank is one of the places that got a bailout by the federal government.
So what did Citibank do with their bailout outsource their Customer Service department to places outside of the United States.
Guess they really appreciated us taxpayers giving them a hand..
Venice09 on 07/10/2011:
That's a good explanation, ript. The Sears/Kmart merger was confusing, but that helped make it clearer.
raven2010 on 07/10/2011:
Oh ript your explanation makes a lot more sense than that dang wiki page. thank you!
trmn8r on 07/10/2011:
You say that they may be too big for their britches. Maybe so. Have you looked at this from their point of view - having extended credit to millions of people? It makes sense that with all the turmoil in banking and the economy that they might reevaluate their accounts, and reduce credit lines or close those that they find to be too risky. You may have gotten caught in that effort.

Do you carry a balance, or do you always pay your card in full?
idontthinkso on 07/14/2011:
The family SEARS, that started the company, that made a name for customer service, is gone. MORE than a few mergers ago. Whatever you people are talking about, is not the SEARS that made the name you people reference. That's been gone for decades.
Anonymous on 07/14/2011:
I know Sears has acquired many acquisitions since Richard Sears started the company, and was later joined in business by Alvah Roebuck, but am aware of only the one merger with Kmart idon'tthinkso. What other mergers with Sears were there?
Jim on 08/01/2011:
Sears credit services was taken over by CitiBank quite awhile ago. CitiBank reviewed all accounts, and those that had been inactive for an extended period of time were cancelled.
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Interest Rates over 25%!
Posted by on
I have been a Sears customer for many years. I thought I was getting a better interest rate but to my surprise, it has been raised to well over 25 percent!
I called them to remedy this and they said it is the same for all Sears Credit Cardholders. I gave the customer service representative a piece of my mind and said; "I will pay you off and NEVER shop NOR VISIT any Sears store as long as I live! I will also tell all my friends and family to stay away from SEARS! They, like most credit Card companies are raping the American people. Shame on you Sears! You are worse than TERRORISTS!
     
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momsey on 11/29/2010:
Worse than terrorists because of the interest rate they charge? Come on now, let's re-think that.

Their interest rates are not a secret. I don't see any reason not to shop at Sears because you don't like how their credit card works. Just don't use the credit card. Sears is not a credit card company, you do know that, right? There is a bank that handles all their credit cards.
trmn8r on 11/29/2010:
Um, no, it makes no sense to compare Sears to a terror organization.

Here's the thing a lot of people don't stop to realize. It is VERY SIMPLE. The interest rates on most all credit cards are ridiculously high. I knew this when I got my first card in 1987, and thus never ever paid a penny of interest as I pay my balance every month. I have no idea what the rates on my cards are, and I don't care.

Let me repeat. The interest rates on most all credit cards are ridiculously high.

I wouldn't pay 8% interest. Not when the bank pays me 1% if I loan them money. I might pay 6% max if I were desperate and had no other option.

Unlike the violent act you describe, you have the total power to avoid the bank "doing it" to you. You simply need to pay off your balance.
thelmalue on 09/26/2011:
I have to agree with Momsey. The high interest rate sucks, but it's not a legitimate complaint. Pay your credit card bill on time monthly and the interest rate is not a problem. If it is, don't use their card anymore. This doesn't affect the shopping experience, and credit card rates are rising everywhere. This is just a fact in the current economic times.
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