BATON ROUGE, LOUISIANA -- Sears has the worst product and customer support that I have ever encountered. I have a Craftsman riding mower and needed repairs. I called to schedule a home visit, but was told next available appointment was 5 weeks out. I decided to accept it and was told a service person would arrive between 1:00 and 5:00 pm and the minimum cost would be $135. I took off work and waited between 1:00 and 5:00 and no one showed up or called me. I called Sears at 5:00 and was told the service person was running late but would be there. At 6:30 pm, I received a call from a serviceman and he said he was not going to make it.
I called Sears the next day and told them what happened. I asked them to schedule someone in the next couple of days because I needed my mower fixed. I was told I would just have to schedule a new appointment and it would again be over 1 month before someone was available. I spent over 1 hour on the phone trying to contact a manager to resolve the problem. I never got to speak to a manager, and was simply “bounced” from one department to another.
Every single person I spoke with was rude and condescending. In spite of the fact that the entire problem was that Sears never showed up or contacted me during the 4-hour repair window, everyone I talked to was incredibly unprofessional. These people were actually being antagonistic towards me. It is by far the worst customer service I have ever encountered. I will never purchase another Sears product.
By the way, after giving up on Sears, I contacted a local lawnmower repair service. They picked up the mower, fixed it and dropped it off for $90. They could not have been any nicer or more professional. Shop local and stay away from Sears. They are horrible.
My mower broke after 1 season. The welding on the front guard failed and the guard got chewed up in the mower blades. If you do a google search, you will find that this is a very common occurrence with Sears mowers. When I took it to the Sears repair center, they said it wouldn't be covered b/c it was my fault for hitting a rock.
Mind you, I waited to take it until 2 days after the warranty expired, but they assured me that even if my warranty was not expired and still valid, they assured me this still would not be covered by the warranty. They pointed to a nick in the blade as so-called "evidence." That is utter nonsense. I never hit anything with that mower. If there is a nick in the blade, then it was from the metal guard being chewed up in the blades after the welding failed!
They gave me a 20% off coupon with restrictions on it as compensation. I tried to buy an identical one, but it was discontinued. One was located at a store far away and for more than I paid for my original, and I purchased it. They even refused to have it shipped to a store closer to me.
Then I realized I was a chump for buying another mower from Sears, so I never picked it up and asked for a refund. Then Sears refused to give me a refund b/c they said it was picked up by someone using my credit card. I said that was impossible, b/c I had been out of the country for over a month on the date they claimed I picked it up! I was livid. I disputed the charge with my credit card company, and guess what? Sears could not prove that my credit card was used by anyone, and they could not prove it was picked up. Imagine that.
Sears is struggling as a company, and it's not hard to imagine why. If you have your own issue with Sears and are thinking of writing a review, you will get a message from Sears asking to try to resolve it first by contacting one of their social media support people before writing a review. Don't bother. I did that, and look where I am. They are useless and condescending and will accuse you of being a liar and a thief like they did with me. Thank goodness I have a good credit card company that investigated the issue for me.
CHICAGO, ILLINOIS -- My story begins with the scheduling online for a service call on my Craftsman lawn tractor. I supplied the model number and the part number that I needed installed. On the 29th of June a really nice tech showed up and announced he didn't bring the part and would have to reschedule for the 3rd of July. Then fun begins. On the 1st of July I get a computer call saying I need to reschedule my appointment. I call and they ask if I have the part. I didn't know it was coming to me. I was told to call back when I got the part.
On July 2 the computer calls me again to reschedule my appointment. I call again and am told that they will forward the info to the parts group and they will call me, never happened. On July 3 the computer called again telling me to reschedule.
Later that day I get the part. And yes it came before the original appointment time and would have been available to be installed. On July 4 I call and was told the tech will be there on July 6 between 1-6. So I take off work and sit. At 6:30 I figure no one is coming. Now the fun really begins. I call and after several transfers the customer service agent checks and informs me that the appointment has been scheduled for July 13th. None the less this is a surprise to me. She said I should have received a courteous call. Didn't happen. When I asked if the appointment could be moved up she said no.
When I asked to speak to a supervisor she put me on hold for 2-3 minutes and when she came back she said the supervisor said there was a shortage of techs that work on tractors and it was a busy time of the year. When I asked to speak to the supervisor I was told no. While I was on the phone I told the agent that I was going to go online and see what appointments I could get.
Miracles of miracles the online system gave me an appointment for Monday the July 9th from 8-12. The only catch is that I would have to agree to another $99 service fee. I made the appointment and the agent informed me the only way to avoid the additional cost was for her to file a payment dispute. We'll see.
I asked if there was a manager I could speak to and she said she would put in a request. When I asked when I might hear from him she said "could be twenty minutes or two hours" she had no idea. Well it's been almost three days. You're right nothing. Well it's 1:45. Nothing. Maybe the tech will be here by Friday. This will be the last time I deal with Sears. Purchases or service.
Update: I was offered a $50 gift card for my trouble. I told them that I pain them in real money and didn't think a gift card was a fair offer. I was told that I should have escalated the problem when it happened. (What did he think I was doing on the phone all of those hours?) I was told to call back if I changed my mind about accepting the card. I did today since I decided that I could give the $50 card to charity. I was told that the man who offered it was no longer there and that I had been offered $100 card but it was too late to accept it since it expired in one month. Isn't that just like Sears? If you want service or honesty, don't go there. 9/28/11
I own a 2001 Sears Riding Tractor. The steering went and the drag link needed replacing. After hours on the phone trying to find out why the drag like pictured was different from the one on my mower I decided to have Sears fix it. They guaranteed that the mechanic would have the part with them but since I really needed the mower fixed I ordered the part.
When the part came I notice that it did not have the black coating (teflon) that the original had. The repairman gave me a price of $200 to fix the steering. He then said that he didn't have the part with him so he would have to come back. I told him that I had gotten the part from Sears. He said the difference in color didn't matter. He put it in backwards the first time and correctly the second. He was here 20 minutes. He charged me $214 dollars using my part.
Two days later I looked at the part and it was RUSTED! When I tried to engage the mower deck it wouldn't work. I bought another mower. I then said that I wanted my money back. They said they would give me $65 back or I could have the technician back to take off the part so that I could return it and they would charge me for that visit. They said they would charge me the full amount for service if the part had been installed properly. I have been on the phone with them every day for eight days.
Every person gives me a different answer. I finally cancelled the appointment since no one could tell me if or what the charge would be. I am a 67 year old woman and my getting the part off by myself is impossible. Don't buy anything from Sears if you are dependent on service. No local serviceman will touch Sears products because their parts service is so bad.
I'm very sorry that you had so many issues surrounding this service call for your tractor. I completely understand your frustration and we would like to help resolve this and any other Sears related issue you might have. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at firstname.lastname@example.org. Please send us an email providing a contact phone number and the phone number the tractor 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 (Patterson6061) for reference to your issue and we do look forward to talking to you soon.
Social Media Moderator
Sears Social Media Support
HIGH RIDGE, MISSOURI -- I went to my local Sears Hardware store to buy a lawn tractor after selling my old one. They had exactly the model I wanted, but was told they couldn't sell it to me because it was a display model. I went online and placed a call to Sears customer service because I noticed the special offer that said "Need a tractor sooner... call us for some options at 1-888-810-5924."
I really did need it in a hurry, so I called them. The service representative was very friendly and assured me I would have my tractor by May 5. She said I would receive a confirmation email quickly. So I waited about 3 hours, and no confirmation! I called Customer Service back to find out what was going on and they had no record of my order. I went through a lengthy questioning session and placed the order again. This time I received a confirmation and figured my tractor would soon be on the way.
Shortly afterwards I found out the order was cancelled due to lack of funds! The money on my debit card was now "on hold" from the previous order! I called back again and my order had been cancelled! They said "sorry for the mistake, you will have to order again." I placed the order again on a credit card and received a confirmation. Delivery was supposed to be on May 6. Then I received a call saying there was a problem with the order.
I called to find out that now it won't be delivered until May 20th! I also noticed that the very next day they were offering the same tractor with a 20% discount and $50 credit towards an accessory. I wanted the brush guard, so I called back to see if they would honor the discount. I was told that I would have to cancel my order again and place another order even though there is supposedly a 14-day price match guarantee!
Dealing with Sears Customer Service has been one of the worst nightmares I can ever recall. Absolutely the most disappointing experience I can recall. I needed this in a hurry and now have a MASSIVE delay, and feel like I got a raw deal. There is no excuse for not having accurate inventory information and this type of service shows why I am no longer a Sears or Craftsman fan.
On top of this, after speaking to at least a dozen sales and customer service reps, I got a different story and different price from virtually everyone I spoke with. I have been a loyal Sears and specifically Sears Craftsman fan for many, many years. Lately it seems like Sears has become just another lost, mixed-up American company that is no longer in touch with its customers.
My husband and I ordered a garden tractor at Sears' website in response to an email ad for garden tractors. We submitted the order, received our confirmation, then the next day received a phone call with the delivery date - one month after the date of the order. We weren't happy about the wait, but Sears has always been reliable for us, so we thought we would stick with the order. In the meantime, we frequently checked our order status online. There was no indication that anything was wrong with the order, and the delivery date still showed.
Now, a month later, the delivery did not show up. When I called, the delivery people had no record of the order and transferred me to Customer Service. Customer Service said the order was cancelled the day after we placed it because the product was unavailable - the same day they called to give us our delivery date! No one ever called or emailed us to tell us the order was cancelled, and there is STILL nothing on the website that says the order was cancelled. The order is still there, with nothing about status whatsoever.
A simple "Status" comment on the website saying the item was unavailable would have sufficed, although an email or phone call would have been a nice touch at very little cost to Sears. But to make us wait a month and give us no notification whatsoever, not even a status note on the website, is just unprofessional, rude, and TERRIBLE.
My husband and I own and operate an online retail business. If we did this to our customers, we would be out of business! I can't believe this happened to me at Sears! I could believe it at eBay or Walmart, but not Sears! Sears has gone downhill!!!
I've bought every kind of appliance from Sears for 30 years, and never had this kind of thing happen. An order from Sears has always come with an ironclad guarantee of reliability. But this is just over the top, and I will never buy another thing from Sears! I don't know what is happening, but I hope upper management and the Board of Directors are aware of how many very upset customers Sears is making these days. Sears, you just lost a 30-year customer.
I saw your comment here and I wanted to reach out and apologize on behalf of Sears for what happened with your online tractor order. I know that it must have been very frustrating to not receive the item that you ordered and to not have been updated at any point in the process. In your post you stated that the order had been cancelled but we would still very much like to speak with you regarding this experience and how we have failed you. What you've posted here is not acceptable by any Sears' standards and we would like to investigate this as well as resolve any remaining issues with your order.
My name is Laura with the Sears Cares Escalations team. At your convenience, please contact my office via email at email@example.com so that we may address the concerns you related in a timely manner. In the email, please provide a contact phone number and the phone number the tractor 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 (cbgep) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
If any other viewers of this thread need assistance with a Sears' related issue we want to hear from you as well. Please do email us at firstname.lastname@example.org with your contact information and a brief description of the situation and we will be happy to assist you.
Social Media Moderator
Sears Social Media Support
A week ago I ordered a riding lawn mower from Sears online at Sears site. I received my confirmation and delivery confirmation the following day. My credit card was debited within seconds of making the purchase. On Thursday 9/9/10 I received a confirmation phone call that delivery would be on 9/10/10 between 2:15 and 4:15. I left work to be certain to be here for this delivery time. Sat here till 5 pm and still no delivery. I called to find out what the issue was, I was told that they were right down the street and would be here in a moment.
At 6 pm I called to find out where they were (still not at my house). I was told they were making one more delivery first and I was their next stop. At 8 pm I called again to find out why they didn't arrive yet. I was told that they just arrived in Tyler, TX (where I live) and would be at my home between 5 and 10 minutes. At 9 pm I phoned again and was told that the driver told her he was on my street and would be here in less than a minute and he would call me immediately.
At 10 pm (still no call from the driver, as I was told and they are still not at my home) well this phone call was a bit different. I was placed on hold for quite a bit of time. When she came back she said there was no delivery scheduled for my home and there is no delivery service by Sears for Tyler, TX. Would have been real nice to know this before dumping 800 dollars into this damn company and taking 3 hours off work. Another 126 dollars in lost pay. For a single mom that's a significant amount of money. Needless to say I'm fiercely pissed. So, I tell this lovely lady to credit my card for the money immediately. She states she can't do that and hangs up on me.
This morning I phone and try to get my money returned. I'm sent all over the Sears calling system when finally they give me to 'Nikki' who informs me that it's not possible for Sears to just refund my money like that. Which I have no understanding of since you were able to take it just like that (and working for a major corporation such as Sears is, I do know it's possible to refund money 'just like that'). I ask Nikki to allow me to speak to her manager and she informs me that there are no managers that talk about issues such as this one. I am mad as hell. I want my damn money back and I want my lost wages back from your company's fraudulent behavior.
Placed an online order for Christmas gift on 12/14/09 (was in stock), to be shipped to store. In my e-mailed order confirmation, it was stated to arrive 12/31/09. First week of January 2010, I checked order status on Sears site-- "expected delivery 19-21 days." New news to me, so I e-mailed customer service, who said the item was back ordered & to allow 5 business days for them to check other suppliers.
Few days later I called cust srvc# that they had told me to call with further inquiries. The man I spoke with said "your order should have arrived December 31." He was clueless, but told me to call back in a few days. Today, 30 days after I ordered AND PAID for this item, I e-mailed a telling letter to customer service regarding FRAUD. Shortly later, I got an e-mail from Sears stating, "Thank you for contacting Sears.com regarding your credit. We apologize for any inconvenience," with a link to complete a survey. I didn't contact them about credit, I wanted to know where the item was that I had paid for 30 days prior.
Then I got an e-mail that the item that I ordered AND PAID for "is out of stock with no updated available date." They then said that they could cancel the order & refund my money, if I'd like. Wow. Now I only addressed the "fraud" situation because I paid for an item.
Sears took my money at time of purchase. Where I come from, businesses don't usually charge you UNTIL the item ships. They never gave me the product I paid for NOR did they ever once communicate a delay in shipment. I doubt they'll credit my account as quickly as they debited it, nor include 30 days interest. I will NEVER again shop at Sears, Kmart, or Lands End. PS: Just checked Sears website, and the Craftsman item I ordered (but unavailable TO ME) is not only still listed, but shows "in stock." Sears should be stopped. Scammers.
I purchased a wonderful Battery Drill early last year and enjoy using it (part number is 315.115350). I paid a little over $50 for the tool and found it to be a great value. Recently the charger quit working. I went to Sears hardware and was re-directed to the Sears parts and repair store a number of miles away. The parts store does not carry a charger for my drill. I'm told I can purchase one there or online for $16.
I'm OK with that, some things don't last forever. When I was told I would have to pay $9 for shipping my chin fell to the floor. Why can't they just have it shipped to the parts store with other products? The net result: I purchased a Drill, flashlight, two batteries, case and charger for a little over $50. To continue using this product, with a charger I would hope should last longer, I must now pay almost $30 for the part, shipping and tax.
Here is my position: If the Craftsman product is no longer any better than the cheaper competition, then there is no reason to purchase the Sears product. I purchased a Craftsman product expecting the same durability and backing Sears has built around their Brand.
Today, I am finding the Sears brand to be no better than Black and Decker, etc., where I can purchase replacement parts without being treated like an unreasonable customer with unreasonable expectations. I hope this note finds you well and that Sears can turn this around. If not, I anticipate your brand will not survive and your company will fold or continue to lose market share. This will be a great loss for the American consumer.
BOISE, IDAHO -- On 12/29/07 - my husband and I were in Sears in Boise, Idaho. A nice sales associate named Seth helped us out. Seth mentioned to my husband that there was this great tool combo on sale that weekend only. I gave Seth gift cards to purchase this Craftsman 673 pc tool set and tool storage combo bundle. We took the receipt from the store and called questioning the status of this order a few days later. First I was told due to the holiday rush - it would take a couple of extra days. Then I was told that everything was fine - the entire bundle would be shipped.
Next I was told that Seth must have pushed a wrong button because the tools were not on the order. This was offensive because there was 1 Add To Cart button. The next phone call I was told my order was hung up in the credit department, then I finally received my order confirmation. I called the store's General Manager who assured me he would look into it. Two days later I get a call from Ricky - a manager at Sears stating that he had spoken with his buyer and tools were no longer available and I should call Sears Consumer relations.
This lady actually said to me "you don't expect us to honor this bundle price, do you?" My answer was yes because it was advertised that way. The associate at the store told us about it. She said that it was an error and "What part of what she said did I not understand." I asked for a substitute product and was told no. I do have a documentation of this ad if needed, I can fax it. I have never seen quite a scam like this or have I been spoke to in the manner Gail spoke to me.
From the store, to the website, then to consumer relations, I was sold a product, given every answer in the book as to why I didn't receive the product and spoke to COMPLETELY unacceptable manner. Oh yes and told to read the fine print. No email of error in advertising - just basically too bad... and Gail did offer me the tool chest that were canceled at full price. She did however offer me a 5% discount.