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Delivery Team Destroyed Chandelier, Sears Refused to Reimburse
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLD SPRING, KENTUCKY -- The Sears delivery team, while in the process of delivering a refrigerator, smashed it into my dining room chandelier, virtually destroying the fixture, along with the door blinds on my entrance door. Such carelessness and recklessness I have never before experienced from a retail organization, which is exceeded only by their lack of accountability.

After two months and countless communications with multiple claim departments, I have yet to receive a penny in reimbursement. Not only will Sears not stand behind the product they sell, but apparently, they refuse to accept accountability for property damage caused by them or their representatives/agents. STAY AS FAR AWAY FROM SEARS AS YOU POSSIBLY CAN!!!

Treadmill Run Around
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOREHEAD CITY, NORTH CAROLINA -- I found a treadmill in a Sears store but they didn't have it in stock. The associates suggested ordering it online and having it shipped to the store nearest me. It took two weeks for the treadmill to arrive and I picked it up from the Morehead City, NC store. After half a dozen uses, the belt began to fray and I was still within the 30-day return policy so I contacted and asked what to do. Patricia (online chat) said it had to be returned to the store it was picked up from so I loaded it into a borrowed vehicle to return it to the store.

I arrived at Morehead City, NC store to return it. The woman, Jenna, was helpful but couldn't "find" the transaction in their system. It shouldn't have mattered since I had the online receipt and the store pick-up receipt. Her manager then told her that they didn't accept returns at the store because they are an outlet store. I called for them to verify that this was true since I was specifically told to return it to this store. After an hour on the phone, they said it had to be returned to a full-line store, which is 50 miles from me. This in itself is completely unacceptable.

Since they refused to take it at the store and the woman, Adds, from "couldn't do anything more", I was forced to take it to Jacksonville, NC. The gentleman at merchandise pick-up, Jason, was extremely helpful but, again, for whatever reason they couldn't find it in their system even after entering everything from the receipts. He called to see what the problem was and the woman on the phone told him it had to be returned to Morehead City, NC store.

At this point, I was steaming mad and he told the woman I was told to return it to Jacksonville, NC. She said she can see where it was noted on the file that it was to be returned to Jacksonville, but policy said it had to go to the store it was picked up from. Finally, I got on the phone with her and said I don't care what she has to say because they can't seem to get their information straight. I refused to leave the store with the treadmill and got on the phone with my credit card company to file a fraudulent charge.

The woman on the phone then said because the order was placed over 30 days ago, I couldn't return it even though the order never arrived in store for two weeks after the date of purchase. It clearly showed the date that I paid in full and received the item at the store.

She argued that it was from the date of purchase so I said if an item was out of stock and ordered online, I paid for it and it took 6 weeks to arrive, I couldn't return it. She said, "well no that's different." No, it's not different. Sears is simply trying to step around their return policy! She then said I should call a technician to come fix the problem. Are you serious?! After sending me on a wild goose chase with incorrect information, I was furious.

The manager at the Jacksonville, NC store was helpful. She finally told me to just hang up with and she would refund the money. She couldn't believe the run around that I was given. I will never shop with Sears again. Ever. Side note: Several workers at the Jacksonville, NC store said the manager at the Morehead City, NC store is a liar. They are not an outlet store, they are a home store and they absolutely MUST do returns there.

Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOFFMAN ESTATES, ILLINOIS -- Item ordered originally 28 May 2015 was delivered 2 Jun 2015, damaged. Called Sears customer service. advised could return and reorder at store. Returned to store (Fairview Heights IL) and reordered. I was told I would receive email order update. Received email with hyperlink that took me to site that listed orders only not the item I ordered but the one I had received, and it was listed as delivered. Contacted store, was told to contact Contacted was told item would be delivered 10 Jun 2015 it was being processed.

04/06/2015 Received email that order was being shipped and tracking information would be sent, never received tracking information. 10 Jun 2015 checked status online status shows item delivered. Called customer service was told item was released by warehouse to UPS, asked for warehouse location agent placed my call on hold and then hung up after 25 min. Called customer service back connected with "ELLIE" (undisclosed location), asked to talk to an American representative was told she could only connect me with a case representative.

Connected with “Vince” at undisclosed location. Vince was extremely apologetic and assured me would do everything possible to help me. Ask to talk to American representative could not do that could provide me with CORPORATE EMAIL ADDRESS after much ranting and frustration results were: No Product, No Shipping Information, No Status other than that Item had been shipped and delivered, No Americans Talked To, and not enough room on their feedback page to complain & more aggravation because there was no customer service just lip service with NO RESULTS.

06-11-2015, 20:43- Used Talk Hyperlink. Took me to web page requesting open phone line. Was contacted by CSD explained that item still not received and that tracking number given indicates item that is supposedly 44 lbs. is listed at only 5.00 lbs. Call placed on hold. After 15 min 51 sec. call was disconnected. Called back connected to “Stacy” could hardly understand so not really sure. After explaining AGAIN approx. 24 min at this call center was placed on hold while “Stacy” contacted UPS for conference call. Was assured she would not hang up on me.

Connected with Ms. ** at UPS call center located in Southeast Asia. “Stacy” did not stay for conference call so had to explain my complaint AGAIN. Informed by Ms. ** that the label for the item was created on 08/06/2015 and item was picked up in Bartlett, TN on 09/06/2015 and delivered to their sort facilities.

It was incorrectly sorted at their facility and may be delayed, but would be delivered by the end of the day 11/06/2015, this information was still current as of 16:32 Eastern Time on the UPS tracking site. After I complained it was listed on their tracking site on another update as having departed Bartlett, TN at 20:47 11/06/2015. It left the sort facility approximately 4 hrs and 15 min after the updated delivery scheduled time.

13/06/2015, 13:50- Asked for incident # or control # to refer to was told all information was in case notes. Asked who was listed was the last representative I spoke with, NOT “Stacy” but, Suhaiv was supposedly the agent I talked to on my last call at 12:44 pm my time. “CHRIS” informed me that the item had been shipped 12/06/2015 ask to be connected to an American agent was informed they cannot connect me to an American representative they accept random calls and could only connect me with a supervisor.

Connected to “Nathan” case # ** informed that their system had several layers and customer service representative have limited access to case/problem information. When I ask to be connected to an American, was told by “Nathan” that they cannot connect me to an American Supervisor they accept random calls and are not able to connect customers even if it is specifically requested. 13/06/2015, 18:54- No return call. SURPRISE, SURPRISE, SURPRISE.

13/06/2015, 19:12- “LUCY” called after I posted on Sears Holdings Company's Facebook Page. Told I would be refunded in the form of a Sears gift card and that it would be processed once UPS has finished its investigation possibly in 10–14 business days. Asked if there was a maintenance fee on the gift card “Lucy“ stated she was unaware of any. Told me that she felt no resolution can be reached and that I should NOT CALL BACK. Told me I could contact their corporate office at 1-800-549-4505.

13/06/2015, 19:47- Called Sears solutions talked to “Shakira” supposedly an American in Hoffman Estates, IL. Told her about the problems I was having and that if she needed more information she could find up to the minute logs on The Sears Holding Company Facebook page. She informed me she would call me back, I however forgot to mention I posted it more than once and that it was also on my Facebook page.

20:10 awaiting her return call. 23:06 No Return Call. 14/06/2015- No Return Call. 15/06/2015- No Return Call. 22/06/ 2015- Still no product. 30/06/2015, 13:16- Called connected w/ Kris told item would arrive 10 Jun 2015. 13:20 put on hold. 13:22 told needed to contact store in Cordoba. Unable to find out which country/state that is in, put on hold again. Barely able to understand agent must have most comments restated.
13:27 Agent came back online told to continue holding. Returned to hold Music.

13:29 told would provide me with store telephone # 901 937-7400 located in TN. 13:33 put on hold again while agent tries to contact store. 13:38 Agent came back online told to continue holding. Returned to hold Music
13:44 No delivery date at this time. Informed this would be posted.

Update 07/03/2015:

Received Email from Sears. 2 Jun 2015
Dear Victor,

We have reviewed the feedback you provided on your recent concern. I sincerely apologize for the experience you have had.

Our records indicate we have issued a credit in the amount of $111.87 on 07/02/15 and this credit will be issued in the method of payment you had used. If you have any questions pleae let us know.

Pam M
Sears Member Services

see order details below:
Garden Oasis Lighted Rock with Wheel Fountain
Placed on Jun 3 Order #822899264
Qty: 1

write a review
Sears is willing to refund me approx. $18.00 less than I Was charged. I Guess that is to help offset the language lessons for customer service agents.

$17.99 Oil Change Resulted in Negligence and THOUSANDS in Damages!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GLEN ALLEN, VIRGINIA -- On September 22, 2014, I went to Sears Auto Center in Glen Allen, VA (store 7511) for the FIRST time (also the LAST) just to get an oil change. A week and a half later, my car started experiencing some issues so I took it to my dealership to be checked out, that is when they discovered my radiator cap was off and I was told that whomever dealt with it last either didn't put it back on or didn't secure it. I knew exactly whom that last entity was, Sears.

I went back to Sears immediately after leaving my dealership and spoke with the manager ** about the situation who Immediately apologized for the inconvenience. I also showed him the paperwork stating that due to the loss of coolant and it causing my engine to overheat that there may be engine damage. He said that they DO check the radiator fluids as a "courtesy service" and that he would make it right by reimbursing me what I had paid my dealership and that he would speak with the mechanic to make sure that nothing like this happened again and that he hoped I would consider coming back to them.

A week later, I was experiencing similar issues and decided to take it back to my dealership, I didn't trust Sears to handle anything. They then let me know that my water pump was busted and there was indeed engine damage. I paid my $200 deductible to have my warranty cover the water pump but the engine damage was Sears' liability to have to cover. I called Sears and again spoke with ** who informed me that due to the extent of the repairs, he had to file a claim with the insurance company Sedgwick to cover the repair costs and that they would also reimburse me my deductible.

For weeks, I dealt with an incompetent insurance company that did nothing to rectify the situation. They ultimately denied the claim DESPITE the fact that **/Sears took responsibility in the beginning, KNOWING they had something to do with it. I even have a document typed by ** stating that they had left the radiator cap off and he reimbursed my fees. So I couldn't understand how the insurance company could deny a claim if the client admitted responsibility. I spoke with ** in reference to the decision and they tried to pass the blame by saying my dealership did not run proper tests and now it is their fault.

Unfortunately for Sears, I have documentation from ** stating they left off the radiator cap. I also have witnesses of my dealership that can attest to the fact that the causation expert that was sent to evaluate the damage did not follow up with anyone at the dealership, he did not ask questions, no true investigation was done by him or the claims adjuster.

I also was told by a CURRENT employee/mechanic who works for Sears Auto Center that they are "taught how to rig cars so that they will have more issues and the customers Have to bring them back for more repairs." This is very vital Especially in terms of having them subpoenaed to court if I take the lawsuit route which is PRECISELY where we are headed. I now have a blown head gasket and may need an entirely new motor, thanks to their negligence, and they are trying to turn the cheek and not do anything to correct their mistakes. I have not owned my car for even a YEAR and it was ruined by a careless mistake.

Sears Worsened Condition of Home
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TUCSON, ARIZONA -- I find it amazing that after 50 plus years as a loyal customer and purchasing our refrigerators, stoves, washers, dryers, TVs, and water heaters from Sears, that they are now telling us they do not provide a superior product. However, that is what a representative from the Sears Legal Department is putting out there when she wrote “to shop around” after our family addressed some issues with a $3,400 patio door Sears Home Improvement installed in our home and asked for a resolution to the concerns.

The Sears Home Improvement website argues differently “You can trust us to be there through the life of your project and equipment.” and “why would you call someone else?” The new patio door did not improve our home but made it worse by severely limiting access out of the rear of our home. The purchase was made mainly to make it easier for a 75 year old woman with weak upper body strength and who uses a four wheel walker to exit her home.

The new patio door according to the sales representative would open and close easier because it would be made of lighter material and would hang from the top of the frame so all its weight would not solely glide on the bottom rollers. The new door is not only just has heavy to use as the old patio door but has higher threshold to try and get over.

The 2 ½ “ – 3” threshold has made it difficult for the 75 year old mother with the walker and her spouse, a 76 year old veteran with 26 years active duty in the Marine Corps has bad knees and uses a cane, to exit their home through the rear to do laundry or simply enjoy their backyard. The couple also has a quadriplegic son in a wheelchair who cannot exit through the new patio door now.

The Sears representative from the Legal Department also wrote that the family “did not mention a concern in regards to the height of the threshold to the sale representative...” The sale representative was in our home to assess our need and complete his sales pitch. He saw for himself the family's physical limitations. The sale representative had an awareness of a potential problem with the new threshold because although he did not directly address the concern to the family, he did say something in passing about the family pet making it through the door.

In a phone conversation with the representative from the Sears Legal Department, she essentially told us ‘Buyer Beware' and that it was our responsibility to know what we were buying. There must be hundreds of patio doors available for purchase of which we have no detailed first-hand knowledge of and would reasonably rely on the expertise of another.

The Sears Home Improvement sale representative did not bring a complete sliding glass door with him for examination. Instead, his presentation kit had a small mockup ‘window' representative of the plastic and glass that our purchase would be made of. It was not representative, however, of what a potential problem the raised threshold would cause. Of the three product options presented to us, we purchased the highest priced option hoping for a superior product. ‘Buyer Beware' is something one would expect to hear from a fly-by-night company or someone purposely trying to pull a scam but not from a major retailer.

We asked for a solution to the problem Sears had caused with its product immediately after it was installed. The installer suggested we hire someone to build a ramp on both sides of the new patio door. He could not help us because he was only there to install the product. First thing the following morning, we called Sears Home Improvement to express our dissatisfaction with the product and relayed to the individual who answered the phone what installer suggested.

We also let the Sears Home Improvement representative know that we felt that because Sears had caused the problem, they should be responsible for ramping the new patio door they installed and if not, we wanted a refund on the product because we were not happy with it. The representative then put the Project Coordinator on the phone.

We again reviewed the threshold problem with the Project Coordinator. He also suggested ramps. We let him know about our want for Sears to make right a problem to our home that Sears was responsible for. He said he would find a solution and get back to us. He never did. At which point, we filed a complaint with BBB and that is when Sears involved their legal department.

We find it inexcusable that Sears is making the problem caused by a product they sold us our responsibility and that the Sears legal representative has the impudence to write “Sears is always willing to assist when we can but… Sears does not have any ADA ramps to offer...” There is a variety of wheelchair ramps at the website. Are these ramps not ADA compliant? Could Sears not have supplied us with two of these ramps as a solution to the problem Sears caused?

Maybe we should take the advice given by the legal representative from Sears and “shop around” next time we need new appliance, a TV, or a water heater. We hear there are other good appliance brands and retailers out there. We can't stand to think of the tens of thousands of dollars we have spent on Sears appliances and extended maintenance contracts we have spent over these past 50 years.

They Cut Granite In My Home While I Was Out With No Wet Saw Or Tenting. Totally Ruined My Home!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ASHBURN, VIRGINIA -- It has been a living ** with granite dust throughout my entire home. They ruined all of my new appliances with scrapes and dents. My hardwood flooring, granite counters, furnishing also have been ruined. Imagine 911 on a smaller scale dust wise! Sears said the subs were at fault. FSA said go to **. Hired a lawyer and it's been over 2 yrs and I have over $100,000 in damage. Not to mention my health issues from breathing the stuff.

Broken Hood Latch!! Horrible Customer Service
By -

YUMA, ARIZONA -- December 28, 2009 - 6:00 pm: Myself and a friend, arrived at Sears, in our town to purchase 4 new tires for my 1999 Volkswagen Beetle. About an hour or so, prior to that, we had an oil change done. Earlier during that day, my friend had spoken to ** (the Manager of the Auto Shop area) on the phone, regarding prices of tires, etc. ** quoted her a price on tires, and assured her they had 4 in stock.

When we arrived at the store, we were assisted by one of the Associates, **. ** had gone home for the day. ** advised us that they did not have the tires in stock that ** had talked to my friend about. He helped us by looking for some other tires, and we decided on another set that was on sale, and in stock. We also agreed to have an alignment, tires balanced, and a free inspection on our bug to see if it needed anything else.

We were in the waiting area, and after an hour or so, ** came back and advised us that they had looked at our bug. He then proceeded to give us an estimate of things/work that my bug supposedly needed. That amount totaled to about $700.00. The first thing he mentioned to us was that we needed an oil change. We were surprised because we had just gotten an oil change prior to arriving at the store. Needless to say, it bothered us that they told us that. It made us wonder how many other times they have done this to other customers!!

8:00 pm: ** called us back to the shop because there was an issue. My friend walked back with **. I was very tired of waiting, and I didn't feel like going back there, so I stayed behind in the waiting area. As they were walking to the back, I overheard ** telling my friend, “€œWhat'€™s wrong with your latch? It'€™s broken.” She then told him “What do you mean? No, it'€™s not.” While in the shop, she SAW the techs poking at the latch area with screwdrivers. They advised her that the hood would not close. My friend also tried to close the hood as well, and it wouldn't shut.

** then called another manager to see what could be done, as it had been confirmed that the latch was indeed broken on my bug, and my hood would not close. Since it was closing time, they asked us to come back the next morning and talk to ** the Auto Shop Manager to see what could be done. We were extremely upset because of what the techs had done to my car. We drove home with my hood that would not shut properly, and my latch dangling. It was very obvious that they had broken it. There is absolutely no doubt in our minds that the hood to my bug was working properly prior to this incident!

December 29, 2009 - 1:00 pm: My friend and I returned to the shop to talk to **. He asked us to pull the vehicle up to one of the stalls. His techs started working/looking at our hood. After about an hour or so, he called us back and advised us in a very sarcastic manner, that “His guys did not break it, and that they were not going to fix it. He said I will fix this (pointing to the top part of the hood), but we will not fix the latch part, because we did not break it€.”

He also tried to tell us that my friend had broken it when she tried closing the hood the evening before!! He gave us some more excuses as to why it wasn'€™t their fault. He also tried to say that the latch had not been installed correctly to begin with. I'€™ve had it for a year now, with no problems at all!

We were extremely upset at the way that he was talking to us, and also because he tried to tell us that it was my friend's fault. That she had broken it. It was very obvious that our hood was closing perfectly fine before arriving at the shop the prior evening. So in other words, we drove in with a perfectly working hood, and came out with a broken latch, and a hood that did not close.

** then proceeded to give us a number to call (1-800-549-4505). The last question he made to us was, “So you'€™re sure that your hood was working correctly before bringing it here?”€ We told him “€œYes of course!”,€ then he told us “Okay, I'€™ll talk to my techs!”€ That was the end of our conversation.

1:46 pm: I called the Sears 800 number and spoke to **. I explained what had taken place. I also told ** that I was afraid of driving on the freeway because I had to take it to get to work, and I was concerned about the hood flying open or something. She apologized, took my information down, and advised me that she was going to submit my complaint, and that someone would be contacting me in 24-48 hours.

3:13 pm: I called the Sears, and I was transferred to the Store General Manager. As I was speaking to her, she advised me that she was aware of the complaint, and that she had it noted that according to the Auto Shop department, it was our fault and that we had broken the latch on the hood. I advised her that the statement was incorrect. She was very unprofessional and quite rude and used a tone that tried to belittle me, and I did not appreciate that at all.

December 31, 2009 - 1:02 pm: Once again, I called the Sears 800 number to find out what the status of my complaint was. This time I spoke to **, who advised me that District Managers would not be available until the following week, due to the holidays, and that someone should be contacting me then. She reiterated to me what my complaint was, and what the store had corresponded, which was of course, that they did not break my latch and that it was our fault. She then advised that I should contact the Operations Manager at Sears.

2:02 pm: I called the store, to see if she was available for me to speak with. I was advised that she was out until the following week, due to the holidays. January 04, 2010 - 3:52 pm: After waiting all day for a call from the District Office, I called the Sears 800 number. I was connected to ** who was extremely '€”nasty”€ to me, and very unprofessional.

She also reiterated to me what she had noted as my complaint, and the response from the Auto Shop (which was by the way, totally incorrect). The store stated, “That they had talked to ME, and that I had said the latch was broken previously, and that I had broken the latch when closing the hood.” I corrected ** on the fact that I was not the one they had dealt with, but rather my friend. I did advise her that the statement was totally incorrect. She then told me that my complaint had not YET been submitted to the District Office.

I was very upset at the fact that they had treated my case as if it did not matter. She then advised that she would submit it to District Office and that a District Manager would be contacting me in 2 business days. I asked her who the District Manager was, and she said, “€œShe didn't know€,” and refused to give me a name. ** also advised me that she recommended calling their insurance. She gave me their name and phone number (1-800-352-1521). Her demeanor and customer service relations were absolutely horrible and rude.

5:30 pm - Once again, the both of us went in to try to talk to a Store Manager in hopes of getting something resolved. We were able to talk to the Operations Manager. She was extremely helpful, and we appreciated her attention and concern. We explained everything to her once again. She advised we fill out insurance paperwork, get estimates, and take pictures, and gave us **'€™s name so that we can submit our paperwork to her.

January 6, 2010 - No call received from District Manager. I was advised by ** that I would be receiving a call from someone today. January 7, 2010 - I did not receive a call from the District Office/Manager today either. I am at work all day, and I don'€™t have time to call that office everyday. I really don'€™t think I should have to, especially after I was assured my complaint would be submitted and that someone would be contacting me. It'€™s been a couple of days already. This is extremely disappointing.

January 08, 2010 - Went in to the store to submit our insurance paperwork. Of course, ** was unavailable. We submitted our paperwork along with pictures as advised earlier during the week. ** advised he had to take pictures himself. As he was doing that he said they had mentioned to him, "something about a wire."

We had no idea what he was referring to, and wondered what that had to do with anything. He showed us a little wire on the latch (shown in the pic). The point was that they broke the latch to my hood, and now my hood won't shut properly!! It was fine before taking it in there, and they are only trying to make any excuse they could, to say that it was our fault!

January 11, 2010 - I have yet to hear from anyone at the Sears Auto Shop Department here in town, or their District Office. Since December 28, 2009, I have been driving my vehicle with the hood not shutting down all the way. I am concerned it could pop open and that something could happen.

Just about everyone from this company that we have come in to contact with (aside from the Ops Manager), has treated my friend and I with such disregard and unprofessionalism, that it really makes me wonder if these employees don'€™t realize that ethical behavior is demonstrated not only in how they act toward others, but also in how they treat property that is brought to them. This has been a horrible experience!

Frustrated and dissapointed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLORADO -- On Friday December 18th I called the Sears appliance repair phone number provided in my owner's manual. I explained the problem I was having with my washing machine. The Sears representative could not help me fix my washer and so told me (after looking up repair availability) that a repair person would be coming to my home that afternoon.

I then got a e-mail stating the Sears will not send a repair person until Jan. 14th, 2016. I called the customer service dept. back and let them know that this will not work for me as I do not have a laundry within an hour away. She then said she would get me on an earlier schedule and that someone will be calling me to let me know when the new date will be. It is Tuesday the 22nd of Dec. today and I still not received a call. This morning I called several numbers provided in my owner's manual and online. I was put on hold and then the line went dead.

I started a chat with someone online from Sears. I explained my issues with him and gave him my phone number which he asked for. I never received a call from him. Finally I found another number to call and was greeted by a lady who spoke broken English. After asking her to repeat what she just said a couple of times I came to the understanding that I was not going to get service until Jan. 14th, 2016. If it takes that long to provide service to your customers why don't you hire more service technicians???

I generally do not buy extended warranties from Sears or anyone but was convinced by the salesman that it would be worth it. I have been a Sears card holder since 1980 and have shopped with my family at Sears since I was a little boy. I have spent thousands of dollars at Sears and would be spending thousands more. Not any more!!! This is my official notice to Sears that my life long relationship with their company is done.

Awful Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GAITHERSBURG, MARYLAND -- We had an estimate done a few weeks ago for a leaky refrigerator, and paid the $89 fee for the repair person to come out. The $250 quote seemed excessive so we tried to find a decent priced refrigerator from Sears, but could not find one in our budget. I tried several times to call and speak with someone about an appointment but stayed on hold for over 30 minutes each time. I finally made another online appointment and added in the additional comments section that we have paid the diagnostic fee and would like to have the repair done. I received several automated calls reminding me about the appointment but nothing acknowledging my comments.

I received a call at a few minutes before 2 (the appointment was between 10-2) from a Richard, who refused to give me his last name. He asked me if I was aware of the service charge, which he informed me was now $105. I explained to him about my notation and he told me "That's not how it works. You have to pay again. Why didn't have the repair done when we were out the first time?" This man was extremely rude and talked to me like I was a 5-year-old. I couldn't believe it. I told him I didn't want him at my home and that I would call customer service.

I called and talked to someone that clearly didn't have a great grasp on the English language, although she was the least rude of all the Americans from Sears I talked to. She offered us $50 off of the visit. I explained to her, as I had explained to Richard with no last name, that the issue was the same and we had paid a diagnostic fee already, and we would not be using Sears for the repair. I called the Sears Holding customer service number, and the "lady" (I use that term loosely) I spoke with told me to ask for someone who spoke English and immediately sent me back to the main customer service number while I was still talking!

I did some research and called the number for Mr. ** office. I asked to speak to Mr. ** and was asked who I was. When I said a customer who has been dealing with awful customer service, she rudely informed me she had no access to Mr. ** office. Strange, she had to find out who I was before she realized she had no access.

When I brought this up, she YELLED at me, said she knew what she was talking about and told me not to call her a liar (which I didn't)... I was then transferred to a random voicemail. I am going right on social media and review websites to share my experience, in hopes that Sears will take notice, perhaps by a drop in business, and mandate better treatment of their customers.

Their Dispatchers Will Hang Up the Phone While You Are Talking
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OAKLAND, CALIFORNIA -- I purchased a mattress and paid for an $80 delivery as well as $15 to haul the old mattress away. They weren't able to deliver in the next couple of days so I had to wait 2.5 weeks for delivery. The day finally arrived and they gave me a window of 2 hours, between 12:45 and 2:45pm. Well, 2:50 comes and Bianca from dispatch called me to let me know the crew was running 45 minutes behind. I said "Ok. I'll keep waiting." 5:30 came and still no mattress. I called dispatch and they said that the delivery was there at 2pm but they allegedly called me and I didn't pick up.

All I was doing around the house was WAIT for them to come over. Plus, why would they call me at 2:50pm to let me know that they were running behind and not tell me they were there already. I demanded for them to fulfill their commitment to deliver my mattress today. She said the drivers weren't picking up the phone so she wouldn't be able to know if they could come back today to make the delivery. I explained to her that her story wasn't making sense and she said "There's nothing I can do if you don't pick up the phone."

I then pointed out to her that she was making assumptions and not believing their customer's word. She said that she couldn't tell me if the delivery was going to be rescheduled as she couldn't speak with the driver. I asked for a supervisor she said they leave at 1:30pm. I asked her to put me on hold. She did and then hang up on me after 5 minutes. I called again and she put me on hold for another 15 minutes. I called again and asked for her name, she put me on hold without saying a word.

I called again and Mary picked up the phone with an attitude. I asked her why they kept putting me on hold and explained myself. Her response was "She's been trying to tell you for the last half hour that you are not getting your delivery today". I asked her to please not speak to me in that manner and guess what she did. SHE HANG UP ON ME!!! I of course called again and no one picked up. I tried one more time and Bianca picked up. She said "I can reschedule you for Tuesday." I asked the name of her supervisor, she said Erica. This is the worst customer service experience of my life!!!

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