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794 Reviews & Complaints
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Customer Service
Posted by Jlow0312 on 07/05/2006
NATIONWIDE -- I worked for Sears Customer Service in San Antonio, Texas. We were the people that fielded calls to try and help consumers deal with warranty repairs, or repairs on appliances in general. Basically we set appointments.

This is just a general warning to all you Sears customers. Sears, in my opinion, is the worst entity for customer service around. I would tell you to never purchase from Sears again, but I know that some of you will. The story is that Sears DOES NOT CARE about you and your problems. They are a large corporation that is interested in the bottom line only. As a representative, although formerly, for Sears, I scheduled appointments for people on air conditioners that took months to get repaired. TVs, Refrigerators, washers, dryers...the whole shebang. Sears did not EVER complete one repair in time while I was there. I took complaints daily on the products, the personnel, and the general lack of care exhibited by Sears employees. So, I quit.

My advice to you as Sears customers is two-fold. The first piece is simple...if you have to buy something, do not buy it at Sears. Secondly, if you have already made that mistake, go somewhere else for service. If the product is under warranty, go directly to the manufacturer. If it is not, choose someone else for your repair. There is no "softer side" of Sears, and Sears is not the same company that used to stand behind it's products.

Just my view.
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Posted by warddw1526 on 2006-07-05:
I used to work for Sears Home Central. I think you were a bit extreme in saying that repairs never get completed in time. Remember that people who are satisfied about the service, rarely tell you about it. Everyone whose appointment is late, does call.
Posted by Doc J on 2006-07-05:
I concur with Ward. Admittedly, Sears is not the same company it was 20 or more years ago. But, to say "never" with regard to completion of "all" work is extreme. Even a stopped watch is right twice a day. One aspect of Sears that appears exceptionally poor are their auto service centers. Finally, "the bottom line" is not a dirty phrase entirely. It's a necessary part of business. Hell hath no fury like a former or disgruntled employee.
Posted by rah332 on 2006-07-05:
Just a bit of info... I live in ca.. there was a law that pasted ( not sure if it was just for ca or for other states too) a few yrs ago.. If you make an appointment for delivery or repairs within a certain time period- 4-6 hr window or such, and they are late-- you are eligible to ask for up to 4 hr compensation. Because if you took time off work to meet this person and they didnt show within that period, they will have to pay you!! The company may hoot and holler but they will have to pay.. it's the law... so if your cable guy is late >>$$$.. I know.. I've gotten them to pay me... I forgot what the title of the law is but I am sure you can call the better business bureau and ask..
Posted by Anonymous on 2006-07-05:
the discount appliance outlets and mega building supply houses that offer no service but low price is probably the root cause of the diminishing sears cusotmer service. customer service has a cost and it is hard to compete in todays price sensitive market if too much money is spent on customer service.
Posted by Anonymous on 2006-07-05:
While I would agree with DocJ and ward to a cretin existent, Sears had bad service 20 years ago. I used go behind the sears service guys and repair appliances they were trying to charge ridiculous prices to fix. Example: I was called to a customer’s house where they had just asked the Sears guy to leave. He wanted $120.00 dollars to put a screw in a door handle and clean out an ice tray. This seems to be standard for Sears and the clock is only right once a day when it is a twenty four hour clock.
Posted by Anonymous on 2006-07-05:
Thank you for your honest insightful message. It's karmic and you've paid your debt. Good luck in your endeavors and maybe adventures.
Posted by beanbagbritches on 2006-07-06:
I'm with Doc J on this one...if you're a former employee, you might have a gripe with the company as a whole. Still, I will always be careful with this company.
Posted by Technician on 2006-07-12:
First, if you worked in CUSTOMER SERVICE the ONLY people that will call you are angry customers, you have no way of knowing how many people were happy with service because they don't call you.

Second, some of your statement's are simply lies "not a single call was completed" is a LIE plain and simple.

Third, You were fired I'll bet.
Posted by boop on 2006-07-29:
you gave some real good advice, even though its 2 year 2 late for me. i have learned a very good lesson from it though.i will never buy from sears again. it is local all the way for me, unless i win the lottery and money is no longer a issue.
Posted by haha! on 2006-10-06:
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28.74% Interest Rates on Cards
Posted by Freebird on 02/08/2006

I just found that Sears is charging my credit card 28.74%! I have gone through every chanel possible to find out why, with no response. I HAVE BEEN TOLD BY SEARS CARD SERVICES THAT THE INTEREST RATES CAN NEVER BE REDUCED, ONLY INCREASED! I have had my card for over 16 years; and they have that kind of interest rates!

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Posted by mrsroadhawg on 2006-02-08:
Kinda sounds like you may been late on a payment or two to have an interest rate so high.
Why not just cancel your account and get a C.C. with an interest rate thet won't make YOU TYPE IN ALL CAPS. Sheesh.
Posted by guchiedad on 2006-02-09:
haha. that's a funny comment.
Posted by Mad Eye Moody on 2006-02-09:
16 yrs is a long time. For the sake of your CBR I'd keep the account open, but I wouldn't charge any thing on it. Write the credit department a letter supporting your position - if they don't get back to you in a month...resend the letter and CC thier corporate office. If they don't answer resend the letter and CC their corporate office AND the AG of your state. I don't believe near 30% is a rate ANYONE who has been able to maintain an account in good standing with the same company for sixteen years should have to pay. Keep us posted - I'd like to see you get this taken care of.
Posted by Kim in FL on 2006-02-09:
Most store credit cards have very high interest rates. My Bloomingdale's card has a rate of 22%. I don't use it often, and pay it off every month when I do. I don't know if stores ever give you a lower rate if you charge a lot, but they do typically have interest over 20%.
Posted by dsmith68 on 2006-02-09:
How could you have 'just' found this out? If you reviewed your statement monthly, you would have seen the increases. Anyway, for store cards, always expect 19-29% interest after any intro or interest free period.
Posted by ejack053824 on 2006-02-09:
Take that Sears Card and wipe your ass with it then send it back to them. I would never own a department store credit card....EVER!
Posted by octopuschick on 2006-12-14:
you missed payments and are in default rate. After 6 months of payments on time. Call back into Customer service and request for a apr review. Don't get made because you can't read your term and agreement, statment, or pay your bill.
Posted by Littlewoman on 2007-07-10:
I have had a Sears card for many years. NEVER been late, paid off several times, carry a very low balance right now and am about to pay it off again. This time I will be canceling! Their high interest rate has NOTHING to do with late payments, high balances, etc. as many of you are saying "you must have been late" or whatever because you can be a very good, long time customer and they will screw you, period. My interest rate was hiked up to 25.4% suddenly, and I am a very good customer. I have good credit and pay my bills on time. So all of you who are saying it's somehow the customer's fault are wrong. I contacted Sears and they basically told me to flake off. I said they are basically forcing me to cancel this card and you know what their response was? They sent me the link to cancel. That is how I was treated. NO, it was NOT my fault. This is how they do business. DO NOT GET A SEARS CARD.
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Worst Customer Service I Have Ever Had to Deal With!
Posted by ChrisA4 on 11/21/2005
MICHIGAN -- In October 2005 my furnace broke down and I decided to call Sears home service because I have always believed that Sears was the absolute benchmark for customer service and quality. Not any more. I will never give them my business again.

Hopefully by submitting my experience, I can save at least one person from enduring what I had to go through.

As you read, bear in mind that it is late fall in Michigan and I have no heat:

Saturday, October 14 – First Service Call
Technician arrived as scheduled. Could not diagnose problem and referred the work order to a Lead Tech. I had to reschedule two weeks out for the lead tech to come to my home.

Saturday, October 29 – Second Service Call
Lead Tech arrives 2 hours late and diagnoses problem. Needs to order the part, as one is not available on truck. He notes that there are two water drain hoses that are “kinked” and asked if I would like to have them replaced. I agreed to have those parts ordered as well. Lead Tech said the parts would come to my home during the week. I make a service appointment for Saturday November 5.

On or about Thursday November 3 – Service associate calls to verify receipt of parts. Parts have not arrived. Associate takes a look at the order and sees that the vendor has them on back order. It will be another 5 days or so. A new appointment is scheduled for November 12.

Thursday November 10 – An associate calls to see if parts have arrived. They were on the porch that evening. While on the phone I opened the parts box and found only two drain hoses and not the failed part needed to make the repair. The associate is confused and hopes that the Tech has the part on hand for the Saturday appointment. Moments after hanging up, I called 1-800-4MY home because I was concerned about the tech coming out without the part. The associate sent a message to the tech explaining the problem. He was directed to call me on Friday November 11 to discuss. I asked to speak to a supervisor and am told one will call back in an hour or so. No one calls me.

Friday November 11 – I wait for the Tech to call and he does not. That evening I call 1-800 4 MY Home to inquire about the part again. The associate says that they have no record of the part being ordered. I ask for a supervisor and am told one will call me back within the hour. My call goes on unreturned.

Saturday November 12 – The original inexperienced tech shows up to the house with no part. He is confused, and says he will look into it.
I call 1-800 4MY Home and again ask for a supervisor. The weather is expected to be below freezing temps for the next several evenings and I need to address the issue immediately. The associate tells me that no supervisor is available and they will send a message to have someone call me. For the third time my call is not returned.

Monday November 14 – I again call 1-800 4MY Home. I recant the entire story to an associate for the 3rd time and she says that there is no record of the part. I insist that I need to speak with someone immediately an am put on hold. The associate says that the supervisors are interviewing for new associates and will not take make call.
I then request to speak to a manager. She gives me the number to Allan Lacey at the executive offices. I call and speak with Chelsea in the executive offices (there is no hope of ever reaching Allan Lacey since he is a CEO). She understands my concern and frustration and promises to have the research dept. figure out where the part is as I have already paid for it. She assures me she will call me back on Tuesday afternoon to update me.

Tuesday November 15 – No call from Chelsea.

Wednesday November 16 – while leaving for work I notice that there is a box on the porch. I open it and see that there are two of my missing parts: pressures switches. They do not appear to match the part on the furnace so I am concerned. Right away I called for Chelsea, but she does not arrive at work till mid morning. I call 1-800-4MY Home and have to explain my situation for a 4th time. The associate connects me to the local office and Sherry, the local associate, tells me I am scheduled between 3-5 that afternoon with the tech. I did not make this appointment nor was I informed of it ahead of time, so I am glad I called and found out by accident someone was coming. I told her I was worried about the part and did not want the tech to come out and waste his time or mine until he assured me what was received was a valid part. I asked to have the tech call me right away. He does not. I call Sherry back an hour and a half later and she apologized and said she will call him and tell him he needs to call me immediately. He does not call. I arrange to leave work three hours early to be home in time for the appointment between 3 and 5 hoping we have the right part. I wait and I wait and the tech does not call, nor does he show up. It is going to be in the 20-degree range this evening. At 6:30, I manage with some difficulty, and having to explain my situation to a few lower tier associates for the 5th time, to speak with Chelsea. I am upset at this point and she says that I can reschedule or, and I quote: “As I said to you before we can give you a refund, and we can certainly do that” All I would need to do was to leave the parts on the porch and a truck will come and get them. I say yes that is what I want. She tells me someone will contact me from the office that did the charge and it may be a day or so.

Now I need to arrange to have someone else come that evening and pay a premium for after hours emergency service. The new company's tech orders the part and installs it the next day.

Thursday, Nov 17 – the local office leaves a message at my house saying that no refund is due after the deductions of parts and a $92.00 service call. I manage to reach Chelsea after some effort and she is surly and rude and tells me that I need to work with the office that charged my card and that there was nothing she could do for me. She also denied any offer of a refund and said she only offered to submit my claim for "review"; yeah o.k. I ask for her Managers name and number and e-mail address. She offers only his first name and tells me I cannot have the phone number or e-mail address. She also says her supervisor is on vacation. I told her I was getting a run-around, she told me she would not sit and argue with me anymore!

I made one last attempt to call the local office and talked to someone who patronized me a little more effectively, but still I never did get my refund of 92.00. They have a policy. No matter how many times I tried to convince them that I was left in the cold literally by their negligence, I was going to eat the charges from having made the mistake of calling them in the first place!
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Extremely High Interest Rates
Posted by Lady_a2001 on 03/12/2002
FRIENDSWOOD, TEXAS -- The feds have dropped the interest rates several times this year, Most credit cards have followed. Every one but Sears, why is that?
Last month I paid $140.00 payment, an amount over my required payment, yet only about $45.00 of that went to the balance, the rest to interest rates. I closed my account and don't ever intend to re-open it.
Sears is to Greedy for my pay, I will go elsewhere.

To help keep me as a potential future customer, I would like the following:

You need to drop your rates with the drops the feds have done. You are causing the economy to slow, These rates are Extremely too
To keep me as a Sears customer credit or Cash you need to drop your rates ,or I will find other places to shop.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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Posted by Anonymous on 2002-03-12:
Sears is not Visa. Their rates are pretty much the same as any store card. You know what their rates are. Don't use their charge card, they take others. As far as them going out of business from your other similar complaint, it is not a secret Sears makes more money on financing then purchases. Sears isn't going anywhere.
Posted by Anonymous on 2002-03-14:
No other Store I have has this high of an interest Rate, like I said, I closed the account, I don't shop at Sears any more, and soon I expect Sears to follow Montgomery Wards, Out of Business
Posted by Anonymous on 2002-03-19:
Sears isn't going anywhere, the podunk low-traffic suburban store that I work in made a _net_ of $2 million in February alone. That was one store. Sears has many store.
Posted by Anonymous on 2003-09-09:
I have the same problem. Why thow good money after bad. I have tried to negotiate the rate and they refused. I have decided to quit paying and pay it off when it charges off. I have only gained $200 towards paying down my balance in two years. Sears had made their money off of me and I feel used.
Posted by Anonymous on 2003-09-19:
Careful. I just settled a lawsuit by Sears for a $1600.00 purchase I made 12 years ago. The settlement amount? Just over $2300.00. So, it cost over $2300.00 to settle for a $1600.00 purchase I made 12yrs ago and have already paid over $4000.00 on. Never again will I darken the door to Sears.
Posted by Anonymous on 2003-12-10:
The Sears Card was my first credit card. I didn't control myself and ended up a little over $3000 in debt to Sears by the time I was 19 years old. I payed $200 a week, and it still took almost 2 years to pay it off. It's highly frustrating to feel like your balance is never going down. So I learned something about credit:
Before you apply for ANY credit card make sure you read the terms listed on the agreement you sign. I'm sure if you did so before you applied for your Sears card you would 2 rates listed. There's one for the new applications and delinquent accounts (here it's 24.99%) and one for everyone else (here it's 21.99%). You would probably also see somewhere on there that those rates are non-negotiable. Just some information that might be helpful in the future.
Posted by Anonymous on 2004-01-08:
I love this. As a sears employee I process credit applications numerous times every day. You ARE MADE TO SIGN A FORM THAT HAS, in BOLD OVERSIZED FONT, the INTREST RATE on the card. The statement you signed SAYS YOU AGREE TO PAY THE INTREST RATE...and then you complain when you find out that *GASP* they hold you to it! LOL to the person who thought they would "negotiate" their rate with a sears card, ROFL!
Posted by Anonymous on 2004-01-08:
I read the comments, and im laughing even harder..you feel used? LOL! The concept of a credit card is you charge it, and pay it back, with intrest. So sorry if you dont grasp the concept, but that comment was hilarious...
Posted by Laniergirl on 2004-04-30:
Sears the company is different than Sears the bank. They are separate entities. Remember that when any interest rate is increased without your knowledge, you have agreed to it somewhere in the process of acquiring the credit card. Having said this, remember that your can call the FTC or your state attorney general's office at your capital. Sears the bank is still charging me late charges even though I physically walk into the store on the day it is due and use the cash I give them to make change, etc. I telephoned the corporate office in Chicago, talked with the credit vp and he actually told me that unless I walk the payment to the po box listed on the return envelope, I will be charged a late charge. Translation: We can do what we want because you owe us money. That, my friend, is the hard truth. Well, not for long. I will pay this thing off just as soon as I am able, believe me.
Posted by scarlett on 2004-12-01:
I agree fully. at the time i opened my sears account i needed the travel agency they offered . My son was very ill and i had to make many flights to care for him from Reno to chicago. My bill is over 5 thousand dollars and of course they REFRSE to help with the interest rate even a small amount . they are the ONLY credit card i have that REFUSES to work with their customers . so finally i too closed my account and am still paying the bill. I throw away ALL ads i recieve in the mil. NEVER shop at Sears again. So i will pay the bill but will NEVER shop there again. Now i have a large brain tumor and i know they will not help me make arrangements to pay the bill. OH well when i die they get stuck with my bill i am making sure of that . I will NOT take Sears to my GRAVE .
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Sears Lies & No-Shows
Posted by Bleudabadi on 08/03/2009
I had an appointment with the window sales on 7/29/09. I had to run out for a few minutes, expecting I will get a call when the person is on the way, well I got a call, they said the guy was at my home. I said "I'll be there in 10 minutes" we got home and nobody was there. I called and they said the guy waited 45 minutes before calling the office who in turn called me. I was only gone about half hour to begin with!. Then they said we'll make another appointment...7/31/09. A different salesman this time...he was 27 minutes late, the left side of his shirt was out and he had a big hole in it. He measured and did the pitch and his price for basic aluminum impact windows (9 windows) was $14,000. I asked about the warranty and he said it was 5 years. I told him his warranty sucks and his price was too high and he told me his product was much better than what I was comparing it with (vinyl, insulated impact energy star low E widows). Any my issue wasn't impact, I really don't care about impact, I want noise and temperature relief. He tried to tell me his windows were energystar and I told him they couldn't be since aluminum is not energy star. he finally called and got corrected.

Anyway, a manager called the next day to see how it went. After I gave him the report, he apologized, told me there were 4 types of windows and asked if he could send out one more rep, some one who "knows what he is doing". The appointment was supposed to be today at 3pm...at 4:45, we called to see where the representative was and we were told the appointment got canceled.

We were then told "well you got an estimate on Friday, what more do you want?" I was told by someone there that what the manager said is incorrect. So I just told him to expect yet another mark online and to have a good day.
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Posted by Eloise on 2009-08-03:
They didn't no show, you were not home.
Posted by BokiBean on 2009-08-03:
So don't use them. I'm not sure what your complaint even is..you didn't like the price or the warranty? Find someone else. And next time stay home to meet their estimate guy.

Frankly, you just seem difficult. Good luck with the windows.
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Terrible service they'd like me to pay double for!
Posted by Rachel0610 on 11/15/2007
MANCHESTER, NEW HAMPSHIRE -- I went to the Sears Optical office located in Manchester, NH on August 1st, 2007 for a routine contact lens examination. I had a horrible experience and it has proved to follow me even after my departure. I was more that early for my scheduled appointment and yet I was a half hour late in starting my exam. This was due to fighting with the less than helpful and bordering on rude receptionist about my benefits. I work as an employee for my insurance company and had to beg and plead for her to verify my benefits instead of just telling me it was “not covered”. Finally she did only after I made a scene in front of other customers.

The insurance company confirmed with the woman that indeed, I was telling the truth. She was so mad she hung up on the insurance company and swore. After the visit she advised me all but $40 was covered and that she could not release my prescription or the contacts when they came in until I paid the difference. I did not agree but instead told her I would have to come back with the money. When I came back later the next week she gave me my contacts. I asked if I could have a paper prescription and she said the doctor was not in and would have to have him mail me one. I never received it and now I’m being billed for the $40 I already paid! I even mailed them my bank statement showing proof of payment with the first bill they sent me in error as she did not give me a receipt.

They continue billing me and they now tell me that they are going to charge me another $40 in fees to transfer my account to a collections agency. Absolutely horrid. I would absolutely not recommend!

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Posted by killerklown on 2007-11-15:
Well, as long as you have the bank statement proving that you paid them, you really have nothing to worry about.
Posted by Crown Jules on 2007-11-15:
Not necessarily, killerklown. If the OP paid with a debit or credit card, it would show on the statement. However, it sounds like the $40 was a cash payment so all the statement would show is a cash withdrawl from the account. There's no way of proving what the cash paid for.
Posted by oakleysucks on 2008-09-08:
"Luxottica is the closest thing to a monopoly, I can come up with.

Are you pissed off at LensCrafters? Just go to Pearle Vision right? Nope. Same company. Surely, Target or Sears will get you clear of the bad taste LenCrafters has left you with. No again."

"Arnette, Killer Loop, Luxottica, Persol, Ray-Ban, Revo, Sferoflex, Vogue, Adrienne Vittadini, Anne Klein, Brooks Brothers, Bvlgari, Byblos, Chanel, Dolce & Gabbana, D&G, Donna Karan, DKNY, Genny, Miu Miu, Moschino, Prada, Ralph Lauren, Salvatore Ferragamo, Sergio Tacchini, Versace, Versus"

Luxottica Suxotticas

If you want to avoid doing business with this company, you'll have to avoid all these brands.
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Sears - Very Unsatisfactory Service from Sears
Posted by Froggie on 06/06/2006
NEW HAMPSHIRE -- I had an appointment on a Kenmore air conditioner that has a warrantee until 2008 on all internal parts. I needed it serviced because it was no longer cooling and freezing up. My appointment was set up as a window from 1:00pm until 5:00pm. The Tech arrived at 5:10pm on May 26, 2006. My wife showed him the wall unit. He never touched it, said a few of the aluminum fins were bent in the front and that it was junk "buy a new one" and walked out the door. He was here a total of 5 minutes. I arrived home from work to hear from my wife what had happened and called their 1800 number right away to put in a complaint about the tech. Sear corporate office apologized for the tech being rude and set up another appointment for May 30, 2006. That Morning the tech's manager called my wife and said "I refuse to have one of my techs work on your air conditioner". My wife then called me so I called this manager to see what the problem was. He told me the same. I told him that the tech seemed to be in a hurry seeing it was Friday night and that I wanted another tech to look at it. I was told "I refuse to let one of my techs work on it or to give you a second opinion". The fins in the front are light aluminum and bend easy. They also go back easy. A couple bent fins from a thumb will not cause an air conditioner to be no good. This manager then says my tech said the whole thing is dented and caved in. This is not true!!!! I was told he goes by his tech. I even had a customer service rep tell me that if you even take the plastic cover off the front that they can refuse to repair it. It is just crazy what they try to get out of warrantees.

Everyone that has these types of problem needs to take a few minutes and just contact the Better Business Bureau @ http://complaint.bbb.org/
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Posted by Anonymous on 2006-06-06:
I said it at the time - When a bankrupt company (kmart) buys a dinosaur (sears) nothing good can come of it. The BBB complaint is a good suggestion and may bring resolution to your problem. I wish you all the best!
Posted by Doc J on 2006-06-07:
Two words: digital camera. Two more: Show manager. Four word (hopeful) result: fixed a/c fired tech.
Posted by miketech on 2006-06-07:
Sorry that happened to you. Sears got me started on this board. I still shop there because they have some great sales but their quality is getting worse and worse each passing day.
And as I learned customer service to solve a problem isn't in the business plan.
Also most of the new Craftsman line is made in China instead of the USA now. And believe me quality has suffered.
Posted by Slimjim on 2006-06-07:
The CSR told you taking off the cover, in so many words, could void your warranty. Yet the filter is in there and expected to be cleaned or replaced, or you guessed it, your warranty is void. What a ridiculous thing for customer service to say.
Posted by Anonymous on 2006-06-08:
Units like these typically begin freezing up and stop cooling do to a lack of coolant, usually caused by a coolant leak. What caused the dent on the front of the unit? Are you sure whatever caused said damage didn't in fact compromise the sealed system? I don't agree that by merely removing a cover voids the warranty of internal parts. Refine your google, slim.
Posted by Slimjim on 2006-06-09:
Why are you referring to me pirate? I just said the cover excuse was ridiculous. Please acquire assistance in understanding the comments before you post. Thank you.
Posted by Froggie on 2006-06-09:
Hi PirateWithParrot, to answer your question a few fins were bent by a thumb that rub it during install. There is no dent. A thumb rubbing them will cause them to move sideway alittle where the thumb touched.
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Poor Delivery Service From Sears
Posted by Siouxb on 03/18/2004
POWNAL, VERMONT -- Last week, (Match 2004) my mother-in-law spent a boatload of money at the Sears store at the Berkshire Mall in Lanesboro, Mass. purchasing a washer/dryer combo. First of all, the store employees told her she had to wait two weeks for delivery [we live about 40 minutes away from the store], and set the date as Match 18.

On March 17, she was called by a delivery firm rep [Sears now subs out its deliveries in our area, this is a change in service that we were not informed of] who told her to expect delivery between 8 a.m and 10 a.m.. She arranged to take a half-day off from work so she could be present, per delivery requirements. A local contractor was hired to plow and sand the road [although other delivery vehicles, trash truck, fuel truck, etc. were able to easily drive up the road, we wanted to assure delivery as promised]. The contractor arrived at 7:30 a.m. on delivery day and plowed the road TWICE and put down sand.

At about 10 a.m., my mother-in-law received a telephone call from the delivery place that the delivery driver was stuck at another location and would be late making the delivery, but the that delivery WOULD be made that day. My mother-in-law then called her job and took the rest of the day off. Meanwhile, I drove down the plowed and sanded road to go to a local store for bread and milk, and while returning home, I was passed by a delivery truck marked with the letters GTS being followed by a tow truck. This was at about 12:15 p.m..

I finished driving home [about three minutes] and at about 1 p.m., my mother-in-law called very upset because the delivery company had called again to say that the truck was at the bottom of the road and could not make it up because, according to the truck driver, the road was not plowed. I hung up with her and went to the Internet for information about Sears delivery policies and discovered that Sears does not handle its own deliveries anymore and asked my mother-in-law to call Sears and find out the name of the trucking firm doing deliveries. It was, lo and behold, GTS, the very same company truck I watched leave the area nearly an hour beforehand!

During the time my mother-in-law was on the phone with the GTS worker, who was insisting that the truck was at the bottom of the road, my mother-in-law offered to meet the driver with a supply of salt [from a bag kept on hand to salt the stairs] and add salt to the road for him [mind you, by that time, the road was down to BARE DIRT in most places]. The driver declined [probably because he wasn't AT the bottom of the road} and said he was leaving, and the trucking company employee told my mother-in-law that she could not get delivery for another week. We spoke to employees at the Lanesboro Sears store, who said they would check into the situation and that there was "no way" that my mother-in-law would have to wait another week for delivery.

So far, no other delivery arrangements have been made. What is really so disgusting about this delivery situation is the fact that the driver never attempted to make delivery and was not at the road bottom when he claimed to be, since I watched him driving off nearly an hour earlier. Apparently, he got himself unstuck from wherever he was and just drove out of our area with the tow truck right behind him. So not not only did my mother-in-law waste a day off from work, we also wasted money on plowing and sanding that wasn't necessary to begin with, and she still does not have her paid for appliances. And all evidence points to a truck driver who did not even try to make the delivery.

If you must buy a large appliance from Sears, make arrangements to pick it up yourself. In our area, the company does not make customers aware of the change in delivery responsibilities and the company doing the deliveries is unreliable.
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Posted by Tech on 2004-05-23:
sears subcontracts their delivery service..I must agree that most of them just want to get in and out as easy as possible...this could all be corrected by sears by providing their own delivery company as they used to do but the stop doing it to "save money",,,,smart move to save money, DUMB move to satisfy customers
Posted by Poochie on 2004-10-18:
This new site is devoted entirely to Sears and its tactics. The author is one of Sears Suckers.Visit and comment. Copy and paste in your browser.
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Why was my check declined?
Posted by on 12/17/2003
PHILADELPHIA, PENNSYLVANIA -- I also had a horrible experience recently at Sears.I stood at the register with 75.00$ worth of merchandise, while the line behind me grew longer and longer. It's Christmas time and the store was very crowded. It never entered my mind that my check would be declined. I had spent over 400$ just 5 days earlier (with a check) in this very store, and have written checks at Sears for over a year and a half now. I counted them and it's exactly 17 checks in the last 16 months in the area of 7,800.00$worth of merchandise. The sales lady was very nice and appeared as embarrassed as I,(they see me write checks all the time), but also had to ask the people behind me if they could go to another register as "This is was going to take some time." She told me the check was declined and all she knew was that it was a code 2, and she could give me a phone number to call for more information. I called the number and a computer came on the line and told me they were very sorry for any inconvienence this may have caused, and that my check was in NO way being declined due to "lack of funds." I couldn't believe what I was hearing! You can't ask anything else, because you are on the line with a computer! I told the sales clerk what the computer had said and she also had never heard of anything like it. I had the cash on me to cover my merchandise, and the sales clerk was nice enough to give me the number, so I could call when I got home, to see if I could find out more about this matter. I called and was put in touch with a company called "Certegy Check Services" they explained that they didn't have enough information on my check writing practices. But that lack of funds was definitely not the problem. When I told him I had written 2 checks at this very store 5 days earlier, he told me that, that was not a sufficient history of check writing with them. When I proved, by check numbers and dates going back over the last 16 months, that I had established a history of writing checks at Sears, with no declines or returned checks, he told me that he would have to check into the matter further, and that it may be a mistake!I have never in my life had a check returned for insufficient funds or returned for any reason. I have always shopped at Sears and have been a loyal and faithful customer for the last 16 months. I have written checks at many merchants for thousands of dollars, and found it convienent to write checks, as I don't like to carry large sums of cash on my person,any time, especially at Christmas! I will never shop at Sears again! I was very embarrassed, for what appears to be a "mistake" on the part of this company "Certegy Check Services." I only, at this point wonder, how many other customers, this company has made "mistakes" with and have also stopped shopping at Sears as a result.I realize this is probably not directly "Sear's" mistake, but I hold them responsible for hiring a sub-par company on their behalf. How could my checks have been accepted for the past 16 months and in 5 days, they now say I have no check writing history with Sears?And it's definitely not due to a lack of funds, It just makes no sense!!
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Posted by Anonymous on 2003-12-18:
Just shut your pie hole and pay with cash. Stop trying to pass bad checks.
Posted by Anonymous on 2003-12-18:
If you were smart enough to read, you'd have read that she did pay in cash, and had NEVER passed a bad check!!
Posted by Anonymous on 2003-12-18:
American consumers are getting tired of merchants like Sears and their practices! They pass themselves off as patriotic, helping soldiers with the war effort, and it's apparent that they are obviously paying idiouts like yourself to sit at the computer and degrade people with any complaint to Sears that comes across!!
Posted by Anonymous on 2003-12-18:
I find it interesting that there were no percentages on the "Agree with consumer" vote, and as soon as I voted that I agreed with the comsumer, it immediately went to 100% "No, I don't agree with the consumer!" This whole web page is bogus!!!
Posted by Anonymous on 2003-12-18:
I agree with Interested Participant, I also read the complaint, and voted with the consumer and the "No" percentage went from 50/50 to 66/33 in favor of No!! How did that happen???
Posted by Anonymous on 2003-12-18:
It makes our day to publicly humiliate a customer when their check or credit card is declined. Maybe you should try to get your finacial problems in order before you decide to grace our retail establishment with your hot checks and stolen credit cards.
Posted by Anonymous on 2003-12-18:
You sound like you're a trained Sears employee!!And very sexually frustrated!!!!!!!
Posted by Anonymous on 2004-01-08:
As a sears employee myself: 1. If you had *THAT MUCH MONEY* to begin with (and it was all yours and legally yours!) then you should be intelligent enough to realize your complaint is with Certegy, NOT Sears. All we do is call them and they tell us if its approved or declined, no reasons why, and their word is final. Go complain to them, SEARS has nothing to do with it...
Posted by Anonymous on 2004-01-09:
To celticvisions: I have much more money than I stated in my complaint, and yes it's mine legally! I did complain to Certegy and if you read the complaint, you would have read that! Certegy doesn't have a complaint department!I was told by SEARS Manager's(yes,that's plural!) that if enough consumers complain, about these check clearing companies, that maybe SEARS would be more careful, when hiring them! I still will never shop Sears again, because of employee's like yourself!!
Posted by searshasSTUPIDcustomers on 2004-08-28:
whine whine whine. YOU are exactly the type of customer my name implies. If you're going to stop shopping at Sears because of ANOTHER companies policies (who by the way is used at over 200 NATIONAL chains of other retailers because there are such few companies who deal in check authorizing) then GOOD RIDDANCE! One less whiney person Sears sales people have to listen to.
Posted by DavidD on 2005-09-21:
Checks are pretty much a thing of the past. Certegy Check Services does not check bank balances. They are like an insurance company for merchants. They charge a set percentage and assume responsibility for the checks. In essence, you are writing Certegy the check as they are backing it. When people go on wild spending sprees and then the checks bounce, Certegy is out the money. They are only willing to back even the best customers so much. Ever thought about using a debit card? Swipe the card, put in the secret code and you are on your way. No more tying up the lines for other customers while you write a check out and no more verifications through check services. Remember, a check is nother more than an IOU, a promise to pay.
Posted by pledbetter on 2008-08-12:
2008 Aug 12

I have a complaint against Certegy and Kmart # 7308 in AR. I went into Kmart this afternoon, spent hour and half shopping for my four children's school supplies and basic necessities. The total came to: $227.94. I was declined by Certegy and Kmart. I was completely humiliated! I had valid ID(s): my current state driver's license (same as on my check), even my military ID and my badge. This was not good enough for either company.

Keep in mind, I just spent $229.46 on 2008 July 16 at the same Kmart. This was less than one month ago. I paid by check and was never declined. So why now is my check not good enough?

I called Certegy while I was in Kmart this afternoon. I had to go through a long automated process before I could even speak with an agent. I was finally able to speak with Kayla, an agent at Certegy. She stated Certegy does not show any negative files against me, which she further said she did not show any bad check writing or fraud (that's because I PAY for everything, I am legit!) but she could not help me. I asked her about her manager and she further went into stating the company literally can not take back their decision at this moment in time! I demanded a letter from Certegy with their decision and how they came to the conclusion to be sent to my home so I can file a complaint with Certegy and Kmart. Kayla stated she would send it. She even apologized for her company's decision! Kmart's manager would not over-ride the Certegy decision even with all of my identification due to store policy.

Both companies wanted me to pay via credit or cash. My spouse and I refuse to use credit cards, we pay by check or cash. I was appalled that both would even suggest such after they humiliated me. As if I would continue my business with them, as if I would leave Kmart, drive all the way to the nearest bank, drive back to Kmart and pay for all of the items. Ridiculous, have they been paying for gasoline lately???

I am furious! My check was good in July but not now? Why? I called my Federal Credit Union about my checking and savings account, all was well with plenty of money in both.

I assure you, I will tell EVERYONE about my experience with both companies. We do not live in a huge city. In fact, Kmart was nearly dead due to people shopping at Walmart or the up-and -coming Target in our area. Kmart, a company going under due to loss of profits, and they turn good, hard earned money away.

I will NEVER buy from Kmart again, period. I am not finished with this Certegy situation either. I can not be the only one humilitated by this company. Any consumers who have equal or similiar experiences should unite against Certegy. I will be contacting the Better Business Bureau and Federal Trade Commission ( http://www.ftc.gov/bcp/index.shtml ) with formal complaints.

You would be suprised at how many companies use Certegy (i.e., Best Buy, Kmart, TJ Maxx, Walgreens, Albertsons, Amazon.com, etc...), so you could be next so be aware.

Thank you for allowing me to vent.

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StarEmpty StarEmpty StarEmpty StarEmpty Star
Do Not Hire Sears for Home Improvement
Posted by Sphx1 on 05/31/2012
NJ, NEW JERSEY -- We've been having bathroom remodeling since mid-March, but it's still not done (Now it's the end of May);

1. Sears office in charge did not return our (many) phone calls or emails for weeks. I had to call the customer service to see if they abandoned our bathroom project. They tried to get away with things that they promised us to have done when we signed up, such as spackling and sanding the wall, taking care of city inspection.

2. Sears demanded the full payment although the project is still not completed, at least three times. When I refused to pay it at that point, the customer service rep said we needed to pay at least half of it since it would be 99% completed when they come next time. (Note; our contract says we pay them when it's 100% completed. Actually, we thought we were getting 12 month interest free payment plan when we signed up, but it turned out that the sales person "forgot" to get us sign the paperwork, and she later denied that we have the interest free payment plan. Rather than arguing about it, we decided to pay off in a lump sum because we rather not deal with these people for another 12 months.)

3. After installing the bathtub, we had a drain problem we did not have before, so we called Sears to take a look at it. After the plumber fixed it, we had sewer back up. It's been two weeks since I called them for that problem. The "project coordinator" never called back with an appointment schedule although he said he would three times. Finally, we had to call their customer service twice, just to get the appointment set up. The Sears rep, his name was Andy, called it "unnecessary visits that cause additional costs" to them. All the while, we have lived with a messed up sewer that made me afraid of using water anywhere in the house.

This was our first time using Sears Home improvement service. We will probably never use them again.

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Posted by trmn8r on 2012-05-31:
It would never occur to me to hire Sears for a home improvement job, and I certainly wouldn't after hearing a story such as this.

I am surprised such a job would qualify for 12 months interest free. Often with contractors, you pay a percentage up front, and the balance when complete.
Posted by sphx1 on 2012-06-01:
We paid 30% up front, the interest free part was for the remaining balance. We paid the premium because we thought we were about to get professional care. That did not happen, but lessons learned.
Posted by Jade0919 on 2012-06-06:
Sorry to hear what you've been through and going through. I was an installer for Sears doing bathrooms, I've heard your story over and over. They charge customers 3 times what it should cost to get the job done. I can finally breathe after saying that's enough ripping people off especially senior citizens. We're required to use a licensed Plumber here, but Sears refuses, it cuts into there 55% profit. I know people go there due to brand loyality, but Sears has no loyality for their customers. All my customers have pretty much the same complaints, they too can not get a return call. Even if they file what is known as a blue ribbon complaint there still is no follow up. I was informed that everyone is told not to return calls sooner or later the customer will get tired and stop calling. What a shame that these big wigs needing 55% are running this brand into the ground.
Posted by SearsCare on 2012-07-17:
My name is Tony and I am with the Sears Social Media escalations department. I would first like to apologize for all of the troubles that you have had with this home improvement experience. It is our goal to provide top notch service and from what you indicated in your post, we have not done that for you. We can certainly understand your frustration with being presented with contradicting information in regards to payment, as well as with what was said to have been 12 months interest free end up not being so.
We would appreciate the opportunity to speak with you further regarding this experience and be your one point of contact within Sears to ensure that we finish this in a satisfactory manner, just how it should have started
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (sphx1) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,

Tony T.
Posted by sphx1 on 2012-08-15:
I've been in contact with Sears customer service, but the same horrible service goes on.
-We failed city inspection for the poor job by a contractor that Sears NJ hired.
-I notified that immediately but Sears sat on it for a month.
-When the plumber came, he found more problems with the sink, but the problems were too big, he couldn't fix them on that visit.
-Now it's been another 3 weeks of waiting for Sears to call. Oh, they actually did last weekend and set up an appointment for last Sunday, but they DID NOT SHOW UP!

Should there be any more reasons not to hire Sears? Even their customer service(Sears Cares) does not reply to my email for a month or so. If you don't mind dragging your remodeling project for 5 months and be treated like our case, go ahead and hire them. If not, do not even think about hire them for anything.
Posted by sphx1 on 2012-08-15:

-We failed city inspection due to the poor plumbing job

-I let Sears know immediately, but it took another month for them to contact us to set up an appointment.

-The plumber they sent -a different one from the original installer-said the problems were too big that he couldn't fix them on the visit.

-It's been 3 weeks since that visit. They set up an appointment last week but DID NOT SHOW UP; no phone call or explanation. While setting up the appointment, the plumber's office receptionist told me that Sears would not approve all services that were necessary to solve problems.

It's been over 5 months. DO not waste your time and money on Sears home improvement. Their customer service-blue ribbon service- sat on my email for a month, so can't rely on them either.

I don't even want to imagine a case where we will have to request their warranty service if we have a problem. Because I now know that the service will never come!

Posted by Elaska on 2012-09-08:
Posted by imp3400 on 2013-03-23:
I know exactly how you feel. I had a furnace installed and contractors never installed chimney liner for 6 months then when they did only vented furnace and not hot water heater. So i have ruined ceiling, paneling and moisture seeping through walls.Don't hire sears for furnace installation or windows. Customer service is poor and work is horrible. And I have found these sears care people don't get anything done either. They offer useless 20% discounts on next purchase but when you have hundreds and into 4 figures in damage. that is sad. That a company treats people this bad. Not he same sears i remember when i was a kid. It is so bad it is hard to describe. Just sad you can't get service and horrible when all they offer you for your trouble is I'm sorry. Ridiculous.
Posted by Michelle Porter on 2013-06-18:
I have been dealing with Sears for the past four months due to a bathtub installation job. Days after having my tub installed, cracks appeared. Sears is denying any responsibility and will not honor the product warranty. In addition to not returning phone calls and emails, they have resorted to lying. I now put everything in writing. I will fight Sears on this until I get they take ownership. Please, everyone that is listening, "Do not do business with Sears Home Improvement. They are incompetent liars who overcharge and do not deliver on customer satisfaction." Also, if you have a bathroom story, I would love to hear about it!
Posted by Sears Cares on 2013-06-18:
Michelle Porter,
My name is Liz and I am a part of the Sears Social Media Support team. I saw your comment today and wanted to reach out to your to offer our assistance. We are very sorry to hear that you had such a disappointing experience with your bathtub installation. Please be assured that this certainly is not the level of service we strive to provide our customers. From your post we can see that we certainly have let you down. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things around. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the installation was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Michelle Porter) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Posted by Jojo wang on 2013-07-02:
Thanks guys, was thinking to give a try but after see what happen, never mind
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