WARWICK, RHODE ISLAND -- I special-ordered 4 new tires at Sears in Warwick, RI and had them mount and balance them on my Subaru. When I got the car back, all four rims were chipped and gauged around where the nuts were removed and the tires were making an audible rubbing noise on corners. I had to make 2 trips back since the manager was not in the first time. On the second trip, the manager spent less than a few seconds looking at a single rim before declaring that the damage was oxidative (This entire "inspection" was recorded). The car was brought in to examine the rubbing and the head technician showed that they had been rubbing on the suspension and said there must be a problem with that, not the tires. The car had just been inspected and serviced 1 month prior at a Subaru dealer, including a replacement of the front sway bar links. Despite the fact that the tires stopped rubbing after the head technician re-seated them, the car was brought to the Subaru dealer again who said the suspension was fine and that the tires were no longer in a position to rub. They assumed that the original technician at Sears had seated them incorrectly given the damage to the rims. The manager at Sears did nothing to explore the situation with the technician and, when I said I was going to take it up with Sears' main office; he said "Go ahead, you'll just be dealing with me again".
My insurance company appraised the damage at $736 and I submitted a complaint with Sears. I was bounced around for weeks until it landed with their claims division. They sat on the case for a month despite several calls to the officer who actually replied that she hadn’t "even looked at the information". I give her points for honesty, but she was still very unprofessional. She eventually offered 50% of the appraised value and I submitted a complaint with the BBB. The person from Sears who responded wrote the following incorrect/dishonest statements: 1) The car had over 200,000 miles (it was just over 100,000), 2) the suspension was faulty (inspected before and after tire installation and found normal), 3) An alignment was declined (the salesman told me it wasn't necessary given the recent service), 4) The wheels' damage was thoroughly inspected before being declared oxidative (recording times less than 7 seconds from leaving the building to the manager’s first statement).
The BBB eventually ruled the complaint unresolved given the fact that Sears' claims division is separate and suggested small claims court. However, given that the company is in Illinois and I'm in RI, this didn’t make much sense for me. So, I'm left getting 50% of the damages and venting on this site. I have since found other postings from people who had the exact same damage and I just hope enough people read this that it doesn't happen to more people. It seems very clear that Sears has no plans of making an effort to prevent it at their level.
3333 BEVERLY ROAD, HOFFMAN ESTATES, IL 60179 -- Another example of the 'lack of quality' throughout the entire Sears infrastructure. I'm thinking that Sears as we know many others have outsourced to a foreign country their Customer Service, taking jobs away from Americans and then treating their customers as slime. This is the exact email I received yesterday. I did not change any of the spelling or grammar, I don't believe there is any possibility there could less professionalism and quality in this response.
Date: Wednesday, November 14, 2007 10:37 PM
To: my email address
Subject: [Order#: #########] Sears.com
Thank you for shopping at Sears.com!
We apologize for inconvenienceence in receivingving all the item you have ordered. We have issued you a credit $23.13 for the shipping cancelations that you have requested.
Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok.
Shop sears.com now to pick up great products for the season.
Sears Customer Care
Appears as though Sears truly does not care about its customers. I have been trying to get my money back on an order that I placed on sears.com on August 24, 2007 it is now November 12, 2007. Sent via FedEx letters shown below. When I called the corporate office today 847.286.2500 I was transferred to customer service. Hmmm, think they will be any more helpful than all my other calls. See info below.
Where is the customer satisfaction that is described on your website? Please explain to me how these situations can occur and why I should feel comfortable doing business with Sears.
Order confirmed on Monday, September 24, 2007, totaling $25.90 and billed to my ‘debit’ card on Wednesday, September 26, 2007.
Confirmation of one item number 00741076003 shipping on Thursday, September 27, 2007 that I did receive.
Continual review of order status for other items always shows (to this date, see enclosure) that remainder of order should be arriving in ‘five’ days.
Called customer service on Tuesday, October 16, 2007 and was told that remainder of order was cancelled. I requested refund of my money to my checking account on this date and was told it would be refunded within five business days. That should have been no later than Wednesday, October 24, 2007. I did not take down the name of the representative, but she was very pleasant and courteous.
Called customer service on Friday, October 26, 2007 and spoke with Jacob and explained situation about order being cancelled and that I still had not received a refund. Jacob again said he would request the refund and I should receive it within five business days. He was very pleasant and listened patiently while I told him that I had no confidence that it would occur and that I did not have a ‘warm and fuzzy’ feeling about this situation ‘again’. Refund should have been refunded to me on or before today, Friday, November 02, 2007.
Called customer service on Friday, November 02, 2007 and requested to speak to a supervisor. I spoke with Lawrence and requested that the money be refunded to me again. I also requested a follow-up call to my work number to confirm the refund is being processed. He indicated he will return my call and also indicated that I should have my refund within three business days. Again I indicated my displeasure with Sears.
What do you want to bet, I don’t have my refund by Thursday, November 8, 2007? And why would I ever consider doing business with Sears again considering to date the status of my order on the website indicates I should still be receiving my order, Sears has failed to refund my money for seventeen days after I requested a refund and no one seems to be able to provide an answer as to why? But in reality, Sears has had my money for longer than that as the order was cancelled and no email was ever sent to me informing me of the cancellation; so I have no idea of the exact number of days that Sears has been more than willing to keep my money and not refund it.
I have worked in customer service for over twenty years including billing. Errors occur this is true, but for them to linger on for forty-four days without a correction is, in my opinion, unacceptable. What is your opinion? Granted it was only a $25.90 order, but it is my money not Sears’. Taking it a step further, what type of response will I get from the corporate officers concerning this lack-luster performance by Sears.com?
CLACKAMAS, OREGON -- I bought a set of new tires from a mail order company. I needed to have the tires mounted and balanced, so I took the vehicle to Sears Auto Center in Clackamas, OR. After I signed the paper work, I left and came back about 1.5 hours later to pick up my car. Before I left the paking lot, I inspected all the four tires and wheels to make sure they were instaled properly. I discovered that all the 4 four wheels are scratched all around the lug holes. Also the wheels were gouged in the inner edge of the rim. The pattern were uniform and about 2-3 inches long. In addition, there were several places where the paint was peeling off. I told one of the technician and took some pictures. The technician told me that he would notified the Manager to call me the next day, so I left. The next day, no phone call, I called the store again and was told that the Manager had just left. He promised me that the Manager will call me tomorrow.
Finally the next day the Manager called and told me to bring my car there. He inspected the wheels and told me that their machine didn't caused the damages. He admitted that the scratches around the lug holes were caused by his technician as the marks were obvious that they were freshly done. He kept telling me that the damages could be caused by hitting the curb. Yes, there were several places of the wheels that were scuffed as a result of hitting the curbs. However, these scuffs were in the normal places...toward the outer edge of the rim. I told him that I would damage the tire wall first before it could damage the inner edge of the rim. In addition the pattern was uniform. How can you get a uniform pattern by hitting the curb? He was very argumentative and kept pointing out that their machine would not do such damages. I asked him, how about a human error? He said yes, human error is possible, but still did not want to admit. No apology whatsoever even though he admitted that the scratches around the lug holes were caused by his technician. He told me that all he could do was offering me a free oil change...ARE YOU KIDDING ME? These wheels are OEM 17 inches Mercedes Benz wheels that I purchased for $2000 a set a few years ago. I didn't ask him for a set of brand new wheels, but I asked him to have the wheels repaired.
To cut the story short, he was only willing to offer to waive half of the installation fee ($47) or sell me a set of new wheels "at cost." He showed me a set of 17" cheap wheels for $380. He said that he could sell them to me for $340. What a joke, Sears offers 10% discount on all items from time to time on many major holidays and on customer appreciation day,no coupon needed...certainly he was not selling at cost! This guy is like a car salesman from hell. I told him that I did not feel valued as a customer. He said that I did not even purchased the tires from them, so it did not matter. Obviously this guy is not a customer oriented person. I'm not sure why he can be a Manager at a major company such as Sears. By the way, this was my first experience with Sears auto center and certainly be the LAST! I told him that I didn't think his offer was fair and asked him what was the next step. He said that even if I filed a complaint to the corporate office, they would go to him and I didn't have a case because they would listen to him. SEARS needs to start listening to their customers rather than to their employees. As a customer, I feel "trapped" and don't have any choice but to take the lousy $47 or I will have to go to all the hassles. It will cost me about $500 to have all the wheels restored. This is the WORST customer experience ever. I will certainly spread the words around to all people I know so they won't make the same mistake I did.
ORLANDO, FLORIDA -- Gross negligence at Sears Auto Center Florida Mall and Bob [snip] in losing our keys and car remote. Sears Executive Offices ignoring their own documentation regarding the towing back to their facility of our vehicle within 36 hours of sending us on our way in a vehicle for which they mounted tires, but failed to check the tire pressure, the tire subsequently going flat when we discovered it completely flat in the driveway June 6 a.m.
Orange County Sheriff Office police report filed against Sears on June 4, 2013 regarding our lost / stolen keys from Sears, estimate for replacement as requested by Alyssa A. in the Sears Executive Office ignored, Sears Tire and Auto Center at Florida Mall managers misrepresenting (aka lied about) the events that occurred on June 4, 2013 and June 6, 2013, provocation by Joe [snip] for us to take legal action against Sears. Per other mechanic documentation and legal counsel, we have been advised that these are serious negligent and fraudulent activities meriting legal action against Sears and are now in pursuit of legal damages against Sears Auto employees and Sears.
WEST MIFFLIN, PENNSYLVANIA -- The old Honda finally needed some tires for the rear since the pair on there were 6 years old (way too long to leave tires on a car). So I called Sears Auto Center in west Mifflin, PA, on Friday and asked if they were busy. I'd all ready spotted a pair of Cooper tires online at a good price and since the car is just for local use I didn't need an expensive pair. The fellow who answered the phone, Chris, said to come on down and they could put them on while I waited. When I got there, the fellow (might have been Chris-I really wasn't paying attention) said he thought there might be something on sale, so why not take a look? He had some Michelin's (I've always had good experiences with that brand) on sale for $100.97 per, which was only about 10 dollars more than the Coopers (they also had a 90,000 mile rating). Normally, these particular tires run around $150, so I decided to take the deal. My time in was 12:15 and by 12:42 they had the tires on and the car ready to go. Friendly, quick service, the magazines in the waiting room were good and the tires were a darn decent price. The car drives better and it's safer now, as well (the front has a pair of 1 year Bridgestone's with a 60,000 rating-I don't know why I got cheap and waited on the rear ones-not a good idea!) Well done, Sears Auto Center #6177 in West Mifflin, PA. I doff my Derby (I actually do have one, by the way) to you for making my Friday the 13th a fine day despite its reputation!
CONNECTICUT -- This may sound trivial but to me it is not. I have a band saw model#113244400. I need a new tire for the lower wheel. I have bought two of these from two different Sears stores and both are the wrong size. I have talked with numerous personnel from local to national service centers and the result is always the same. The part does not coincide with the part # listed in my or the companies listing. The part # I refer to in my ownwers manual is #41815. Although it seems right the actual item is far too small to fit a twelve and a half diameter wheel. The original tire is approximatelt 12 and a half inches. The one Sears sent me, just as the one I purchased locally is 9 inches in diameter. Even after soaking in hot water for 20 minutes it still does not fit the wheel in question. I have seen others on the internet complaining about this exact problem and I am at a loss to figure out how a store such as Sears cannot give me the right part for my machine. I like Sears but this leaves a sour taste in my mouth.
KANSAS CITY, MISSOURI -- Did a lot of calling around and was given a price from Tires Plus. Called Sears stores and got a hold of sales representative (Rob) and agreed to price match the Tires Plus price. Arrived at the Sears store and contacted (Rob) as agreed to and he immediately tried to change the agreed upon price to a higher price.
I reminded him of our conversation he stated he did not believe the Tire Plus price was true and I told him (Rob) that he could call the Tire Plus store and confirm the price. The sales Rep reluctantly agreed to the tire price and the vehicle was left at the store. Started to drive away and became then decided not to do business with Sears due to being called a liar by the sales representative.
Recontacted Rob and told him I wanted my vehicle back, at which time he again told me he did not think the price I gave him and the price matched was correct. Nothing like being told your a liar twice by a Tire store Rep. Immediately went to local tire retail business and gave them my money. Will never us a Sears Tire store again.
CUTLER BAY, FLORIDA -- Went to Sears tire store and agreed on a tire style. When the car was ready and I looked, they put on another tire style. Salesman said, I'm sorry. Long story what I went throu. Five hours later, with no other customers waiting finally left with a cheaper tire because they didn't have the ones I originally wanted.
Buyer beware of Sears pushing something on you just to get your money.
HAMMOND, LOUISIANA -- Internet price for 4 tire must be just to get you in because they tried to charge me $300 more than on the Sears website. The sales person told me sometimes the Internet price can be a little different, that's a big difference. I felt like the sales person was trying to rip me off.
I went to Sam's and bought the same tires for a little less than the Sears site quoted me, over $300 less than the sales person told me at the Sears in Hammond Louisiana.
FREDERICK, MARYLAND -- In March bought 4 tires from Sears, Frederick, MD in August, one tire had a puncture from a very large screw, took to Sears said it could not be plugged had to buy another tire. After one day tire light comes on, losing air in tire, back to Sears which is not right around the corner, a 40 minute trip and then another hour or more waiting for them to determine what might be wrong. They said they could not find anything wrong with the tire didn't check the plug to see if it was bad, sent me off. Constant putting air in until I could get back to that poor excuse of an auto store. They were not busy heard the salesman tell someone on the phone that, but for some reason, maybe because I told him at 11:00 I needed to be a soccer game at 12:00 is why with no cars in the bay area it took over 1 hr. He deliberately held off my car, "Andre", funny I never asked for the complimentary wheel alignment which made the stay longer. Oh, by the way if they had fixed the problem on my second trip it would have been done but they didn't. He should be reprimanded for his actions, and for Sears, never, never again unless it's the Sears in Hagerstown, MD
Wasted very valuable time and a large amount of gas, for total incompetent.