ONLINE, TENNESSEE -- I ordered an LG washer and dryer for $3,000 3 weeks ago - the item was described as being in stock and would arrive in 4 days. That 4 days is 3 weeks now with no washer and dryer. Now they are saying it is on backorder. I really want this washer and dryer so I am trying to hold out. The customer service is horrible (in India) and they can't understand you or you them at all.
I actually tried calling the corporate office and they hung up on me, forwarded me to voice mail that was not set up once, and just did not care or want constructive suggestions to improve their business. Sears needs to go out of business. To me, they already have but are maintaining a facade by still taking people's money.
Dear khaskell43, My name is Susan with the Sears Cares Escalations team. In researching your case, I see that we have reached out to you on a separate internet site but haven't received your contact information in order to help resolve this issue. We'd like to again thank you for bringing this situation to our attention and offer our assistance to help resolve it. Please send the following information – contact #, screen name (khaskell43), phone # used at time of purchase to SMAdvisor@searshc.com.
Sears Member Services
BLOOMINGTON IN -- Have had 3 appts. with Sears to work on Kenmore washer. First one they called and confirmed the day before, day of appt they call at noon and say sorry, not enough techs to make all appts. She re-schedules me for 10 days out, repeats over and over "this is the next available appt." I go online and it shows open appt in 4 days, so I make that 2nd appt myself.
So we get to 2nd appt, tech shows up and is here for about 5 minutes and says "OK it's fixed." Well it wasn't. Used it next morning and same problem. Called to get 3rd appt and was set for only 2 days away. That's great, wrong, no one ever showed up! Waited all day and no one ever showed up or even bothered to call. So angry, I could throw this washer out the door.
After talking with 1st customer service, I was told not enough techs to cover appts. Well then don't overbook! Ask to talk to supervisor and was put on hold and he never came back. Imagine that! Called 2nd customer service and I went through the whole story again asked to talk to supervisor and she came back and told me to call him back in 2 hours, he was helping customers. Excuse me, what the hell am I. I am done with Sears for ever. Never buy anything from them again, definitely never making another service appt. Sears called me the next morning wanting to reset my appt for 1 1/2 weeks away. Not going to happen ever again.
DALLAS, TEXAS -- I had bought an LG washer at Sears.com and paid to get my old working unit hauled away. Well, they hauled away my working washer, and delivered me a unit that was all dented. I told the delivery guy, he asked me to call the customer service, which I did within 15 minutes. The delivery manager reassured me that he would have my old washer returned and this one taken away... well that was that!
Now they tell me that they cannot return my old unit, but I can return this unit and then BUY another washer! Where is the customer service in that? They left me without a washer after they lied to me that they will return my older washer, and then refused to replace the one I have. I have three kids and no washer because Sears lied to me took advantages of me - what crooks, - a joke customer service! Liars, cheats, crooks.
Thank you for taking time to post about your washer delivery and haul-away experience. It is clear to us that what you've encountered is both inconvenient and upsetting. We acknowledge how frustrating this must be for you to still be without a functioning washer in your home. My name is Brian and I am a member of the Sears Social Media Support team. Upon reading your post I am compelled to reach out to you at this time to offer our assistance. We would be more than happy to connect you with a dedicated case manager who will work closely with our delivery business partners to resolve this matter for you. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (mupi781999), to reference your post to email@example.com. Again, thank you for bringing this to our attention; we look forward to speaking with you soon.
Social Media Moderator
Sears Social Media Support
MONTROSE, COLORADO -- I bought a brand new washer. In 4 months it quit. Called for a service representative to come fix it. They scheduled for a week out. Then the day they were supposed to come I took off work to be here (at their request) they never showed. When trying to contact them by phone they hung up. They finally said maybe in two weeks they could reschedule. When I told them that was unacceptable, they agreed with me that if I wanted this problem fixed it would have to be done through the courts.
The first time I wrote this review it went first to Sears so they could have a chance at fixing this. Again no reply on Sears part, won't talk to me. I called the store I bought it from, the manager said that is what Sears does to her as well. Hang up on her if she calls with problems. She told me she would contact her district manager and get back to me, guess what. Now she won't talk to me. Sears is intentionally selling us, the consumer faulty junk and refusing to make it right.
MIAMI, FLORIDA -- I ordered a washer and dryer to be delivered on Dec 19. I took the day off to wait for the delivery. The dryer came on time but without the washer. Because the units are stackable the delivery man left the dryer in the middle of my dining room. I got a phone call that the washer would be delivered that same day between the hours of 5-7. Well 5 and 7 came and went. No delivery. I got another phone call that they cannot deliver that day and it will have to be the following day.
Taking another day off work I got a window between 3-7 pm. At 930 pm the driver called and said he did not have the unit and he will have to deliver it the next day. The next day I have a flight to NY! When I called customer service they were rude, refused to help me and kept transferring me and then hanging up on me! Beware before you order anything from sears! I wish I read the reviews first. Who knows when I will get my washer that I paid for already.
We thank for taking the time to let us know about this situation. My name is Liz and I am a member of the Sears Cares Escalations team. We can truly understand how important it is to have your washer delivered as promised. We would be happy to connect you with one of our dedicated case managers to assist you and address your delivery concerns. Please send the following information – contact #, screen name (stephaniebism), phone # used at time of purchase to firstname.lastname@example.org. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Social Media Moderator
Sears Social Media Support
BROOKLYN, NEW YORK -- This was the worst customer service experience I have ever had. I ordered a washing machine and the person who took the order made a minor mistake so it wasn't delivered the day it was scheduled. I spoke to 15 different people, chatted, emailed and wasted hours on the phone to try to sort it out.
There is no communication between departments, there apparently is no system for dealing with mistakes, they provided inaccurate information, they don't follow through, and repeatedly tried to send me to another department where I'd have to go through the entire explanation again and again without any resolution. I was regularly provided with contradictory information; apparently no one has any authority. The person I was chatting with finally confirmed--in writing--that the delivery would be rescheduled for two days later, indicating that the delivery people would confirm the time slot within 24 hours.
But I never received a confirmation from the delivery department. So when I called to find out what was going on I was again passed from department to department person to person. No one knew how to make sure it was loaded on the truck the next day and my address was on the schedule. I got every excuse in the book: that they emailed and got no response, that the marketing manager wasn't there, that the supervisor didn't answer calls, etc. etc. This was just an exercise in frustration. Needless to say it wasn't delivered.
Thank you for posting about your recent online purchase and member services experience, we can certainly see how this has been a confusing and aggravating situation. We know the importance of having purchases made online properly processed in order to provide the most accurate information when necessary; it appears this is not the case for you. My name is Brian and I am a member of the Sears Cares Social Media Support team. After reading your post, I am reaching out to you to offer some assistance. We would like the opportunity to put you in touch with a case manager who will work closely with our online, delivery and installation business partners. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (ronniebjust ), to reference your post to email@example.com. Again, thank you for posting and we look forward to speaking with you soon.
Social Media Moderator
Sears Social Media Support
DOVER, DELAWARE -- I bought a washing machine from Sears about 1-1/2 years ago. I also bought the warranty. Good thing it turns out, because the washer died in early June, 2010. I called for repair under warranty. First repairman came on June 11th. Said he didn't have the right parts to fix the washer. 3 more repairmen came on 3 separate dates after that. Sears, all the while, kept shipping washing machine parts to my house. Each time a repairman came, they said that there was still a part undelivered, or the wrong part was delivered. So I had a living room full of parts and no working washer.
On July 15th, Sears called to tell me that they would give me an in-store credit for a new washer, as they did not fix the old one within 30 days. I purchased the replacement washer on June 17th. Delivery was set for July 19th between 9-11 am. Appointment was confirmed on July 18th by an automated phone call.
Without going into a long description, here's what happened: The delivery driver drove to the house. Instead of knocking on the door, they called my husband's cell phone from the truck. He was in the shower, so he did not hear the phone, but there were 4 other adults in the house at the time. The driver did not leave a message, did not come to the door, he just left. We called the driver about 10 minutes later on the phone # from the original call (a private # not a company #), but he never answered. Left messages all day for him to call back.
Sears delivery service center phone was a joke, I could barely understand the idiots who answered my many phone calls inquiring about the status of the delivery. They are useless, they just read from the screen in front of them. And apologize. I must have heard a hundred apologies.
But I digress. At 5:30 the husband and I went to the Sears in Dover DE, where the whole fiasco started. Complained to the manager. Manager made several phone calls and about an hour later told us that he spoke directly to the supervisor of the delivery company, and they will deliver the washer the next day.
Next day comes, no washer. Husband called delivery driver on cell # from the day before, asks where the washer is. "Not on my truck, haha", he said. It's at the warehouse. Husband managed to ferret out from the driver the location of the warehouse, about 1/2 hr drive from our home. Husband took his Dodge Ram 1500 pickup truck and went to the warehouse. Warehouse manager said the washer was supposed to be on the delivery truck, but they "forgot" to load it on.
Husband had warehouse employees load washer onto HIS truck, stood there and watched in case they "forgot" to load it again. Husband took washer home, installed washer, and by 8 pm I have clean clothes again.
I will go to Sears tomorrow and get the $65 delivery and installation fee back, plus my $100 "aggravation rebate" card. The entire experience was unnecessarily stressful and I wonder what is Sears standard for 'Quality Customer Service'? A 'hands-off' approach to business (i.e. using foreign customer service reps and outsourcing sub-par deliver companies) is both pathetic and unacceptable. If I performed my job as piss-poor as these people do, I'd have been fired long ago.
Wise up, Sears. Someday you are going to piss off the WRONG person. It would not surprise me to find out that a customer went postal on one of the Sears stores. They don't care, bottom line.
COOKEVILLE, TENNESSEE -- We needed a new washing machine, so Saturday after searching online, we went to Sears in Cookeville Tn. Sears had a Whirlpool WTW5100VQ online for $423. When we got there and looked around, we found the same Whirlpool machine on display, but for $50! I told the Salesman that their prices weren't the same as online. He said "Oh..yes they are." and I told him about the $423 Whirlpool that they had for $501. So we went to the computer to check it out. On the way over he said "unless it said online only".. "It may have, I don't recall." I said; I would have accepted that. Well, he pulled their website up and sure enough, it WAS $423 and it DID NOT say online only.
My wife and I went on looking around. As she passed near the salesman, she overheard him talking to another salesman. "Our" salesman was telling him about the discrepancy that I brought to his attention, that I was right and that they, "Sears", would have to sell it to us...meaning at the $423 price I'm sure. My wife decided she wanted that machine and that's when the trouble started.
The No. 2 salesman was ringing us up and said they didn't have any in stock; he could order it, it'd be here Tuesday and it would cost $501. I brought up the online price, which he already knew about. He tried to confuse the situation by talking about going to the store Internet and ordering it online for $423... essentially refusing my claim. BTW, he said it could be dropped off at the Cookeville Sears. I asked for the store manager.
Here comes a young "nametag less" woman. The basics of her argument was, we are "brick and mortar" and can't compete with online pricing; that they do not PRICE MATCH online ads that it was store policy AND they, Sears in Cookeville Tennessee ARE NOT affiliated with Sears online, they are separate.
My response, after her NOT responding to my statements and repeating her jargon, in short was...."I don't care.... I don't come here and tell you about how hard it is for me to pay the light bill. You, the SEARS COMPANY placed an ad online, with no stipulations and no in-store Policies posted for a Whirlpool Washer WTW57ES at $423 and I want to buy one from you... the Sears Store in Cookeville Tennessee."
The other ugliness to the matter was, she would only give me her first name and even after asking her two more times for her last name, I consider that refusal. So I'll give it to you, her name is ** at the Cookeville Tennessee store..... she said you'd know her (I don't know whom she thought I'd be talking to). Come to find out, she is not the Store Manager, but the Department Manager... not whom I asked for. I don't know where she gets the idea, that HONORING YOUR OWN STORES ADVERTISED PRICE IS PRICE MATCHING!
I take her "COULD NOT" as a REFUSAL TO SELL, TO ME, AT AN ADVERTISED PRICE.
Another interesting fact is, you can go online at SEARS.com and search for the SEARS STORE nearest you. You can also check product availability at those stores, browse the STORE weekly ads... why you can even pick-up your purchase at the SEARS STORE nearest you. BUT I COULD NOT!!
377 W JACKSON ST. STE. 8
COOKEVILLE TN 38501
** "NOT THE STORE MANGER"
*** Go to SEARS. COM for "brick and mortar" store directions, store hours, available services, weekly store ads, in-store product availability and MUCH MUCH MORE!! Not affiliated with SEARS. COM.
LACEY, WASHINGTON -- After moving, I purchased a Samsung washer/dryer set from Sears. After the delivery team left, I ran my first load of laundry and it dumped water all over the floor. I asked the delivery team to come back and take a look and they said I would need to make an appointment with service. I got the impression that this had something to do with the fact that it was Friday and they were ready to call it a day. But I made the appt.
The day of the appt, they no showed and at the end of the appt window, I got an automated phone call letting me know my 'delivery' appt was scheduled for the next Tuesday. I call the CS number to determine why it was rescheduled and why it was a delivery appt. The women I spoke to was rude and unhelpful but did assure me the Tuesday appt was to fix my washer.
That Tuesday at the end of the delivery window, the same guy from delivery that said there was nothing he could do showed up, looked at the washer for 30 seconds and said I needed to get service out to look at it. Glad I took half a day off work for that. At this point, I decided that maybe I didn't want to do business with Sears after all and I called the store to set up a return.
The women I spoke to was so nice and helpful though I thought I would give it another try. She arranged to have the broken washer picked up and a new washer delivered on Friday. So imagine my surprise when Friday morning comes and delivery shows up with a new dryer and no washer. I was done. I asked them to load everything up and return it. I was going to try a professional outfit.
After the return, I never got any notice and had never received the Sears card I had opened to get the 15% discount so I called to check the status and learned that they had mailed the card and backup to the wrong address but I shouldn't worry because there had not been any fraudulent charges. Yikes! I closed the account anyway. They were then able to confirm that the washer and fittings had been returned but the dryer had not and I would need to contact the store. I contacted the store on several occasions and was told each time that they would either get back to me or that they would get it fixed right away, but nothing ever happened.
One time, I even took additional time off work to show up in the store after I got 'disconnected' during a transfer. When I could not get them to do anything, I went to the corporate level and got the same level of service. Each time I call, they tell me they will research it and get back to me and then I hear nothing. I had at least my fifth phone call with them this morning and supposedly they will get back to me by noon today. I will believe it when I see it.
It has been over a month and so many wasted hours on the phone and they still have not issued my credit. I am at my wits end. Dealing with them is like wrestling with jello. They agree with me and tell me they understand my frustration and then nothing happens. Please do yourself a favor and shop anywhere but Sears!!!
After posting this I went into the store one more time and was able to get a manager to force the credit. It is unfathomable that it took this long and so much of my time. At least I am finally off this crazy train.
My name is Liz and I am a member of the Sears Cares Escalation Team. I came across your post and wanted to express our apologies for the difficulties you have experienced with your washer/dryer purchase. It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We would like the opportunity to speak with you and address your concerns. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Cecil.Amanda), to firstname.lastname@example.org. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Social Media Moderator
Sears Social Media Support
PORT ARTHUR, TEXAS -- Delivery was slated for 11:30-1:30pm. When it did not get here by 1:30, I called the delivery service line and spoke with **. After telling him what was going on, he put me on hold to send a message to the delivery driver to call me with an ETA. 3:00 pm rolled around and had not heard from delivery driver. Called the service line again. ** told me that she would, wait for it, send a message to the delivery driver to call me with an ETA. Like I believed that would happen.
3:30 rolled around and I had to leave to pick up my son from school. Taped a note to my door telling the driver that I would be back by 4pm and that they were already 2 hours late so they should wait.
By 4 pm, still had not heard anything. Called the service line again and was told that another message would be sent to the driver to call me. I told ** that I had already had 2 representatives tell me that and had yet to receive a call. After being put on hold, I told her I wanted to speak with a supervisor. She put me on hold then came back on the line and said there was not a supervisor at work today. I told her I found that very hard to believe. Before I hung up on her, I told her that if I did not receive a call from the driver within 15 minutes I would be calling back to cancel the delivery and getting a refund.
She proceeded to tell me that I could not cancel the delivery and that since I had already paid for it, I should just not pick up my husband today to wait on the delivery people. I admit, I got mad, cussed, and yelled. Told her I wanted a number for customer service and she said she did not have that number. I hung up.
Called the store I bought the washer from. Told the sales associate (**) what was going on. He told me I would have to cancel the delivery through the service line and once I told him the associate from the service said I couldn't, he took my number and said he would call the delivery truck that showed up on the information and find out what was going on.
Within 5 minutes he called me back and said the delivery truck was right around the corner. I thanked him and let him know that I had already told the drivers, who had showed up after I talked to him the first time, that I was refusing delivery and wanted the items returned to the store. I was told by ** that I could come up there today and get my money back.
I do not know if I will be getting the delivery fee returned, but I really couldn't care less right now. The two women delivery service associates were not native English speakers and were very rude. They sounded scripted. If the sales associate at the store could pull up the actual truck that was supposed to deliver my washer, why couldn't they?
The truck that showed up was a plain white Uhaul like truck with nothing on it. The passenger smelled of alcohol and the driver could barely even move. Guess I know what they were doing when they were supposed to be delivering items today. Once my husband gets off work, we will be going 30 minutes to the town I bought the washer in and getting our refund. Then, we will go to the LOWE'S here in our town that I have always loved and get the washer I originally wanted. Will not use Sears ever again.
11:53am, Friday, May 11, 2012: Update: Husband has been at the Sears store for almost an hour now trying to get our refund. He has been told that the delivery department is the ones to process the refund but yet delivery is telling him that the store actually has to handle the refund. What a joke. Called my bank to see what they could do to help. Not much they can do of course for at least 2 weeks. The Large Appliance manager is refusing to talk with my husband about the refund so the Lawn and Garden center manager is trying to help. Calling customer service line now and trying to get help.