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Horrible Experience. Never going back
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I recently purchased a mattress during Sears 4th of July sale. I scheduled for the mattress to be delivered on Saturday July 8th, I also paid an extra amount to have the mattress delivered in the morning so that I would not have to miss too much work. On July 7th around 6pm I received a call from Sears Home Delivery confirming that my delivery would take place on July 8th between 9:30am-11:30am, I was excited! I recently had surgery and my current mattress was proving to be too hard to let my body relax with my new incisions so I was looking forward to a good nights sleep. On July 8th I waited until 12:30.. still no call to say they were on the way and no call to say they were running late. So I took it upon myself to call them. The man on the phone tells me that my order has been delayed and they do not even have my mattress in their warehouse yet and they can not tell me when they will have it or when they can reschedule my delivery. At this point I am extremely aggravated as I have taken off half a day of work for absolutely no reason and no one felt the need to call me and tell me that my order was delayed. I was also put on hold a total of 4 times during our phone conversation for them to "research the problem on their end" before they could tell me what was going on. Now not only have I lost money by missing work I have also paid for a specific delivery day and time that did not happen. On Monday July 10 I receive a phone call from a delivery center (NOT SEARS) stating they have my mattress and want to schedule delivery. GREAT! They ONLY day they have available is a week day. Oh yay I get to miss more work.. more money down the drain. We schedule for Thursday 7/13 between noon and 4 because that is the latest time slot they have. I figure this way if the same thing happens again at least I got a few hours of work in the morning. On Sunday July 9th I decided to call Sears back and at least as to get my delivery fee and extra fee for the specific time refunded since obviously they could not keep up their end of the deal or at least notify me that my order had been delayed. I get on the phone with a lady named "Samanatha".. yeah right. She tells me there is no way to refund the $69.99 delivery charge, however they can offer me a discount of $44.00. Is that supposed to make me happy? Part of my delivery fee? I did not get part of my order? Why is this okay? She then offers a 10% discount on the order.. still not equaling the $69.99 but that's all that she will do. Once she says the discount has been applied I will receive an email notification about the discount on the order.. It has been 4 days I am still waiting on this email.. Who's surprised? Not me. after applying the discount she says I believe that handles everything we talked about that you for shopping at Sears and HANGS UP ON ME. SERIOUSLY?! On Wednesday July 12 I get an automated call from Sears home delivery saying my order has been delayed and I need to call them back to reschedule my delivery once again. Odd..? considering I talked to the other delivery place and they assured me they had my mattress and were going to deliver it tomorrow. I call the number and someone who obviously does not speak English as a first language answers the phone.. his name is Ted.. OHH KAYY. I tell him this story in its entirety and he tells me my order has been delayed and we need to reschedule. I explain that I have now spoken to the other delivery place twice now and they assure me that they have my mattress and will be delivering it tomorrow. WITHOUT EVEN ASKING he puts me on hold. NOT OKAY. he comes back more than 2 minutes later to tell me there has been a mix-up and my mattress will in fact be delivered Thursday July 13th between 8am and noon. NO NO NO. I scheduled with the people that actually have my mattress, I have yet to find out who these people are, and they are coming between noon and 4 so that I can get some work in since this situation just keeps becoming more and more promising. He puts me on hold AGAIN. I am livid at this point ready to cancel my order and cut up my Sears card never to return to this horrifically run business. He comes back after another 2 minutes or so and assures me that my delivery will come Thursday July 13th between 1 and 3 pm. That's perfect. I ask to speak to a manager or anyone that can confirm this information since it really seems he is just telling me what I want to hear to get this mean lady off the phone. He YELLS into his phone that it will be here between 1 and 3pm refusing to put a manager on the phone. Well obviously this is getting me no where. I hang up. I call the other delivery service to once again confirm that my mattress will be delivered in the afternoon on Thursday July 13th. A girl who speaks English as a first language answers the phone. THANK GOD. and confirms this. It is now Thursday July 13th at 6:44am, I just received a call from another non English speaking person that works for Sears, they want to let me know that I am on the schedule for this morning. ARE YOU KIDDING ME. I tell them no. No one will be home before noon. They have yet to call me back to say if they are coming after noon or not. If the mattress does not get delivered today I will be canceling my entire order. I have already cut up the Sears card and will be urging everyone I have ever spoken to not to buy anything from Sears. From their lack of communication to the unorganized delivery system the right hand does not seem to know what the left hand is doing. Before purchasing this mattress I did my research to make sure I was buying the best for the best price. At this point it does not matter as I have miss enough work that I could have bought the mattress two times over and lost the same amount of money. Very dissatisfied is a complete understatement when reviewing my transaction with Sears.

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Botched Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KILLEEN, TEXAS -- In mid April I took my car to Sears Automotive. I was told that I needed a Valve Cover. I ok'd the job. My son deployed in May and left the car on post in the deployment lot. I picked it up the first week of November and it wouldn't start. I had the battery jumped, then took it to NTB to recharge. When I put it back in the car, the car still didn't start. Since I have credit at NTB, I had it towed to there. They opened the hood and showed me all the oil that was gushing out, missing bolts and covered spark plugs. Apparently the technician only placed a cover over the problem.

As my son drove it thinking the problem was resolved it was getting worse. That technician is no longer there, (not surprising). I appreciate the district manager Marc ** allowing the service manager John to give me a refund. If the job was done correctly in the beginning, I wouldn't have had to pay NTB over $1000 to not only fix their botched up job, but repair the original job. I have been getting the runaround for weeks now. Is this a legal issue? I was leaving Texas this month, but don't mind staying to resolve this issue. I will not be taken advantage of!

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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 Sears.com. Contacted Sears.com 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 Sears.com 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
$129.99
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.

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$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.

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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 Sears.com 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.

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Not worth the aggravation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BEND, OREGON -- Been with this for 20 years and finally cancelled it... The customer service is by far the worst and not worth the aggravation and mental stress. You get bounced around from dept to dept and end up completely stressed out. The customer service has got worst over the last few years. Had a leak on the refrigerator which took over 10 months to get fixed... Had to deal with them over 12 times and multiple visits with wrong parts and cancelled appointments. Avoid this at all costs!!!

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Snowthrower Model 247886913
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- Purchased this snow thrower in 2014. Used it 8 times. Engine failed. No attempt by Sears to make good on this equipment. Will never purchase from them again! Terrible customer service after writing several letters.

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Return Policy
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OVIEDO, FLORIDA -- I bought a Dockers Suit for my son to learn after he tried it on at home, it didn't fit. The Sears store closest to our home is closing and would not accept the return. The next time I was near the Sears store still in business I was a little over a week of the 30 day policy. However, I did not need a cash refund, I just wanted to exchange the same item for the correct size.

Even though they still carry the suit in their store, they will not allow an exchange. Their receipt says nothing about an exchange policy. I called customer service to find a manager who could help. Every person repeated the same policy. What's the point of having a customer service department if you're not going to help serve your customers.

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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.

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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!

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Sears Rating:
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1.2 out of 5, based on 278 ratings and
878 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
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