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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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Posted by Gmc226 on 01/24/2010
I HAD been a loyal Sears customer for over 40 yrs until my recent experience with their MasterCard. I made the mistake of taking them up on their 0% financing to pay off higher interest loans. I transferred over 8,000.00 to my Sears M/C. I also made the mistake of using my Sears M/C online and my credit card # was hijacked! The zero fraud liability that the Sears credit card they advertises and promotes does not exist! Quite the opposite; they stalled on reviewing the fraud transactions by claiming that I had to sign and return an affidavit, which I did. I mailed and faxed the complaint, which they then claimed they never rec'd. They temp reversed the charges and re-billed my account over 4 times and yes I spoke to a manager each time. Each manager had a completely different story from one day to the next. One said they never rec'd the complaint, the other said they rec'd it and it was being reviewed and I would be notified of a decision when one was made by their fraud dept. After going through this process for over 5 months, recharged, finance charges included, repeatedly, they finally decided that I was responsible for all of the fraud charges plus finance charges! We closed the compromised card but they still hold me liable for the charges.

If I do not pay they threaten to destroy my once excellent credit! In addition, they have repeatedly claimed to have not rec'd my payments on time regardless of how early I send them. They then hit me up with late fees and void my zero% financing and hit me up with unreasonable interest rates. This has all taken a toll on my credit. I no longer qualify for all the great low interest financing rates that I once enjoyed for over 10 yrs. Extortionist!!
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Posted by bcd on 2010-01-24:
You are liable for only the first fifty dollars of unauthorized charges even if you did not submit their zero fraud liability form. Submit your dispute via registered mail within 90-days of the unauthorized charge. Then, you can’t lose.
Posted by Fufu487 on 2010-01-24:
Agreed. Register the mail to make sure it gets there, try again. Also, I believe the bank that deals with Sears MC is Chase. Your complaint is against Chase, not Sears. Sears has no say over how the fraud protection for the MC works.
Posted by Inat on 2010-01-25:
Sears mastercard is actually Citi (at least mine is)
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Rude, abusive and sarcastic customer service workers
Posted by Chickeewaawaa on 05/16/2006
On May 3, 2006, I purchased a gas range online at Sears.com and requested an afternoon delivery for the following Friday, May 12, 2006. In the meantime, I donated my range to Habitat for Humanity. Since that time, I have been insulted, disrespected, laughed at and hung up on by your so-called customer service representatives.

It began simply enough when I received a call Thursday, May 11, 2006, that my range was to be delivered between the hours of 10:00 a.m. and 12:00 noon. This is not a convenient for me. I had requested a late afternoon delivery. I called to speak to a customer service representative because I am unable to leave work in the middle of the day to take delivery of the range. Additionally, I work more than hour away from my home. I called and spoke with Anthony, another gentleman and Roberto in the delivery department on May 11, 2006, regarding the delivery of a range purchased through Sears.com.

After receiving absolutely no assistance or understanding or even an attempt at listening to my situation from Anthony, I requested to speak to a supervisor. Anthony advised that it didn’t matter who I spoke with, I would get the range when it is scheduled and there are no deviations from the way the computer prints out. I again asked to speak with a supervisor. Anthony placed me on hold for eleven (11) and one-half minutes and then a very rude, fast speaking, heavily accented male, whose name I could not understand, picked up, and after interrupting me numerous times, I asked to speak to his supervisor. This is when Roberto got on the line and appeared at first to listen. However, when I explained to him that I work far from home and cannot make it home for a mid-day delivery, Roberto told me "many people spend 8 times more money that you do and they get their purchases when the delivery people say they get their purchase" and there are "no guarantees and you will not get a time frame on your delivery until the night before. End of story." I was in total shock and disbelief that I was being treated this way by not one, but all three of these so-called customer service representatives. I asked to speak to Roberto’s manager, who I was advised was Mike. However, Mike was “out to lunch” and not available. After spending over one hour on the telephone with the delivery department, I decided I would wait until the following morning to speak to someone else and to call and lodge a complaint.

On the morning of Friday, May 5, 2006, at 8:31 a.m., I spoke with a customer service representative and received the Sears National Customer Relations telephone number. I advised the operator of my problem and she promptly transferred me to the Rebate Department – who of course was no help and the wrong department. I then called back and spoke with Sara. Sara advised that Sears.com contracts out the delivery company and Sears has absolutely no control whatsoever over the delivery division. I find this hard to believe. I believe that I lodged a complaint at that time; however, it appears that anything I have done to this point has fallen on deaf ears. It was crystal clear that I was not going to receive any assistance whatsoever from Sears with regard to the delivery of my range.

Next, I received a telephone call from Arthurene in the delivery department – who after 35 minutes of having to put me on hold to get the answer to every single one of my questions, was also no assistance in rescheduling this delivery at a time that was convenient for me. At first I was told that the delivery could take place between 3 and 4 p.m. on Friday, which was acceptable and what I requested from the beginning; then Arthurene called me back and told me that the driver was going to be on the "other side of Palm Coast" and could not deliver in my neighborhood. Palm Coast is not Orlando, it takes 15 minutes to get from one end of Palm Coast to the other. This could have been done that day. Please understand my request is simple: last delivery in the afternoon.

At this point, I suggested they drop off the range my local Sears Appliance Store and I would, at my own expense, rent a truck and pick up the appliance myself. Arthurene, after placing me on hold, advised that me that this could not be done.

I again called Sears National Customer Relations. I spoke with Sue who told me that there was nothing she could do to assist me since the purchase was made through Sears.com and not the physical store. I asked to speak with a supervisor. I was connected to Maria, who advised that I might want to consider canceling the order with Sears.com and purchasing the appliance directly through my local Sears, since the delivery department was difficult to deal with at best.

After some thought, I attempted to call Maria back to ask some additional questions. I called the Sears National Customer Relations number and spoke with a man who refused to give me his name. I requested to Maria, the supervisor, I was just speaking with. He advised that Maria was not a supervisor and that he did not have the capability to transfer me to anyone and began to laugh at my frustration. When I told him that I had just called this same number a few moments before and was able to get transferred I told him that I needed speak to supervisor when he said let me transfer you. When I astonishingly questioned him why did he just tell me that he could not transfer me and now he can, he hung up on me.

Fine, at this point I decided that I had had enough and I was going to cancel the order; however in doing so, I was advised by Chris in the credit department that the credit would not appear on my card for 48 hours. I pondered this as I am having the gas line installed on Friday, May 19, 2006, and after speaking with Tom at my local Sears Appliance Store was advised that the order would need to be placed that day (Friday – May 12, 2006) for delivery prior to Friday. Chris suggested that since they have not fulfilled my need that I may not be charged with the 15% restocking fee. He also advised that a sales credit could be issued and the store sale should still go through.

Armed with this information, I called to cancel the range, I spoke with Kevin who was completely unwilling, after hearing about this fiasco to waive the restocking fee. I then spoke with his supposed supervisor, Robert who advised that the credit would take 5-7 days for the credit to appear on my account and I would absolutely be charged the restocking fee. Hence my total frustration with the lack of concern, compassion, understanding, truthfulness and problem solving of your customer service in each department that I have spoken to on Friday morning.

At this point, I had spent 3.5 hours of my employer’s time being lied to, disrespected, mocked, laughed at and hung up on by your so-called professional customer service representatives and supposed supervisors.

In the meantime, at 11:43 a.m. Jerome, the delivery truck driver called to tell me that he was on his way to my house. Jerome advised that he was told to call me prior to delivering the range and nothing else. Unbelievable.

At my wit’s end, I called to completely cancel my order and spoke with a Ruth in your sadly lacking customer service department. Ruth, to her credit, tried to appease me and made a last ditch effort to save the sale. She got Keegan in your delivery department on the telephone at approximately 12:15 p.m. who said that my range would be delivered the next day - Saturday. At no time has anyone offered to deliver the appliance on any other day than Tuesday or a Friday. I was thrilled – FINALLY some resolution. Keegan advised that I would receive a telephone call after 5:00 p.m. on Friday advising when to expect the delivery on Saturday. I received that telephone call at approximately 5:30 p.m. and through a recorded message was advised that my delivery was scheduled between the hours of 2:00 p.m. and 4:00 p.m. Saturday, May 13, 2006.

The delivery never happened on Saturday, May 13, 2006.

I received a telephone call from Alisa at approximately 9:35 a.m. on Saturday, May 13, 2005, who was calling to reschedule my delivery. I assured Alisa that this was taken care of and I was scheduled for delivery later that day. Alisa tried unsuccessfully to reach anyone in the warehouse and after three telephone calls to me, apologized that she was not able to confirm or deny the delivery as she could not get anyone to answer the telephone.

After rearranging my Saturday plans to remain at home between 2:00 p.m. and 4:00 p.m. and not receiving my range, I began another round of telephone calls to Sears at 3:40 p.m. I spoke with Lori in delivery who advised that she did not see my delivery scheduled for that day. She placed me on hold and when she returned she advised me that Keegan did not put in the correct code and therefore the delivery was not scheduled. What should be a simple, routine task, has now become a comedy of errors. Because of the incompetence of your employees and Keegan, I am again going days without a range. Lori offered a $75 gift card from Sears but that is little compensation for what I have had to deal with in the past two days. When I asked to speak with Keegan, I was advised that he was conveniently not available.

My range is supposedly scheduled for Tuesday, May 16, 2006; however Lori advised that Tuesday is a very busy day, so it may actually be delivered on Friday!! I am appalled at the treatment I have received from just about every Sears customer service employee. I cannot fathom what type of training your employees receive, if any. If the policy of Sears is to demean, disrespect and belittle your customers you have achieved that goal.

You can be certain that I will never purchase another item from Sears, Sears.com or any of the Sears subsidiaries and will not hesitate to verbalize my frustrations with your company with every person I have the opportunity to meet. After investing more than 5 hours with your various customer service departments, I am in a no better position than I was when I first contacted them on Thursday.

I would appreciate it if someone, with some authority to make decisions and rectify this problem would call me as soon as possible to deal with my issues.

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Posted by Anonymous on 2006-05-16:
Posted by Anonymous on 2006-05-16:
What? Is that it, pirate?
Posted by miketech on 2006-05-16:
Sears can be extremely bullheaded. I shop there for sales but I don't trust them.
Posted by Anonymous on 2006-05-16:
Did you have good experience with sears.com or a walk in store before your fiasco? In the good old days circa 1980 Sears was somewhat reliable but after my experience with Sears I paid off my account and cancelled after being a customer approximately since 1970 I'm done with Sears. That was nice of you give your appliance to Habit for Humanity. Perhaps you could try Costco (http://www.costco.com), you pay for membership but better service.
Posted by Doc J on 2006-05-17:
Your experience may lead readers to believe the axiom that "No good deed goes unpunished." Once upon a time (as Mrs. Manischewitzc...Wow I'm gonna get kicked outta my synagogue for mispelling that one!...says; Sears twenty years ago was a better place.) We once had a very similar experience with Best Buy. The problem is: Today, these companies all have a sales paradigm of "Once sold, soon forgotten" and have left customer care DOA. My condolences that your memories of an intended act of kindness will be marred by your terrible experience with Sears. Next time...rent a $19/day local U-Haul and pick such items up yourself. Couple of teenaged boys from the neighborhood will help you load! Keep giving...it repairs the world!
Posted by Anonymous on 2006-05-17:
"The king's a beggar, now the play is done:
All is well ended, if this suit be won, That you express content; which we will pay, With strife to please you, day exceeding day: Ours be your patience then, and yours our parts; Your gentle hands lend us, and take our hearts." Exeunt
Posted by Doc J on 2006-05-18:
"Eye yam what eye yam." Popeye
Posted by haha! on 2006-10-08:
You made this more difficult on yourself. It common sense to schedule any type of route not for what's convienent for the customer (since over half of consumers either ask for first or last and that's just not mathematically possible). This allows a delivery person/technician to get the most people taken care of in the least amount of time. Also when you call a 800 # you can talk to different states (and with some companies different countries though Sears hasn't outsourced as of yet) and thousands of different people. Plus some people share the same name and taking over an average of 150 calls a day an agent doesn't always remember each situation. So if you want a product make it happen for yourself...don't whine about a situation that makes no sense to change.
Posted by gillilac on 2010-01-29:
I don't know about alot of the conversations you had but as far as the delivery process, you simply didn't understand how it works... When the call comes the night before the delivery, they will tell you what time they can deliver it, if you don't like the time, you can reschedule it. It may not be an ideal system, but considering they are doing many of their deliveries "next day," they do have to be able to deliver in somewhat of an organized route.
Posted by gillilac on 2010-01-29:
By the way, it looks like this was back in 2006, I hope everything got resolved. Your last sentence was requesting someone contact you...this is not the Sears board so I hope you weren't waiting for a response.
Posted by lied to james on 2010-10-06:
I too used to shop at sears. In fact my grandparents, mother and father all shopped at sears.

Somewhere back in 1980's sears changed.

Customer service became a laughing matter. The merchandise even took a dive. Then we started to get unauthorized charges for sears products as insurance protection and such nonsense added to to credit card without our knowing. Charges would just show up. Hard to get them removed too.

Canceled my card, and stopped shopping sears. Have not shopped at sears for 30 years.
Posted by Li Jo on 2014-04-08:
Ditto!!! I can not believe it but my experience is almost identical to yours. I purchased a cooktop in january. They have sent me out two damaged cooktop. It is now april and I am currently waiting for sears to deliver a undamaged cooktop. They were suppose to be here this morning, so I took another vacation day to sit at home and wait for sears AGAIN. Last friday they were a no show and today they are a no show as well. When dealing with customer service to explain my situation, they can never find a record of my issues and I have to explain all over again. I have spoken with a hundred people at sears, I have been transferred to a hundred departments, I have been kept on hold for an outrageous amount of time, I have been hung up on, I have been given sarcastic, condescending responses, I have been lied to, I have been sold damaged merchandise. I am fed up with sears. If my granite on my counter top had not been cut to fit this sears cooktop, I would return it and never deal with sears again. Sears today is not the same company my dad and my grandfather relied upon. This new sears is unreliable, has poor customer service and sells inferior products. I'm so frustrated right now. All I want is for sears to do what they said they were going to do but that seems to be impossible.

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Customer Service
Posted by Bigmickey on 01/27/2006
MONTEBELLO, CALIFORNIA -- I sent the following complaint to sears thru Kmart website, because none of the Sears, so-called, Customer service emails worked.

I purchased a refrigerator at you Monticbello, Ca. location. Everything was great! Products& Service, Especially service. I scheduled for a delivery on a Friday, 01/27/06. I call to confirm Friday between 9&11am and take the whole day off from work. Then it happens, I get a call from the warehouse that my frig is not there yet and was not loaded to be delivered. So I call the 1-800 # and talk to customer service, I spent from 9am in the morning until almost 4pm in the afternoon trying to see if my item is even there, let alone reschedule a delivery time. Because I cut to the chase, do not think that the 7 hours between 9&4 was all peaches and cream. Right before the warehouse closes ,at almost 4pm, I get a call and I am told that I do not have to go pick up my refrigerator from the warehouse (The last ditch effort of a desperate "Customer") that it will be delivered on Saturday!

I will get a call after 6pm confirming the time. I had already told customer service and the warehouse that I will only there in the morning until 11am because I have to work that Saturday to make up for Friday,no problem. Then I get the call (recorded) that it will be here after 3pm!!!!. Now I have to call Saturday morning to try to cancel my frig because Sears did not think that my little lousy sale, missing a day of work ,not being able to enjoy any of the day and the frustration was worth putting my insignificant delivery on the first truck in the morning (even though it would be 24 hours late). It has been almost 12 years since my last contact with Sears Co. And I can tell you that it will be my last. And, believe you me, I will feel obligated to warn all the people I come in contact with about dealing with Sears. (friends, family & strangers)and that will be a substantial number over the next 12 years.

With all the competition in the greater Los Angeles area you would think that customer service would be job#1 (Maybe you should ask the folks at Service Merchandise, Fedco, Builders Emporium, Woolworth or Zodys). Just so you wont be overly concerned, I called a local competitor "Howards Appliances", the said they take care of a good number of Sears casualties. They offered to get me the same refrigerator at $100 below what I was paying at Sears plus "free" next day delivery ("I" only have to give them a 2 hour time frame that "I" will be home) The funniest thing about that is I told them that it was a "Howards Appliance" price match and that I would pay the same price I paid at Sears, They replied " Don't worry about it, someone has to look out for the little guy" AMAZING! So guess how my story to those people I warn is going to end? Hint: I will now be a Super loyal Guest and walking ad for??? I have approx 428 contacts, but only really have in depth conversations w/ about 10% every 30 days. Start your exponentials at my telling only 10 people a week, they telling only 3 and so on for the next 10 not 12 years. If I only get a "form" email response in reply I will not be surprised. It will give my warning credence when I show it around. Thank you For Your Time.
M. Roa
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Posted by miketech on 2006-01-28:
Sears doesn't seems to care about problems at all. I had a microwave problem and I am ashamed of the way I acted. It consumed me for the better part of 4 or 5 days, searching scouring the internet for an email or phone number, 2 instore vistits for a manager that wasn't in. The closest I got to help from Sears was this number Sears National Customer Relations
1-800-549-4505 Fax 1-800-326-0485. I don't think they actually did anything but they did seem to care.
Posted by Randy1133 on 2008-09-16:
Their customer service is not only bad it is irresponsible.

I placed an order with Sears to do some service work on my dryer (which I bought a few monthes back from Sears). I had to place the order using my credit card and was charged immediately. I decided a couple hours later that I didn't need the service after I did some research on the problem.

So, I called Sears, talked to robot got connected and the lady cancelled my order, and she said the "refund" department would call me back in an hour. They didn't, so I called customer service and the idiots can't find that I ever placed the order! So I end up talking to 7 different people each claiming that I never placed an order even though my credit card has a $150 charge on it labeled "SEARS". Finally after 3 and a half hours of being shuffled back and forth, I get someone that finds my order and then they tell me it will PROBABLY take 7-10 days for the credit to show up, even though the charge appeared on my CC immediately. I will wait for it to be credited back, but I am not optimistic. I suspect its not over...

All in all it was the worst customer experience in my life and I will NEVER purchase anything else from Sears for the rest of my life!!!!
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Kitchen Remodel
Posted by Sick on 08/17/2005
1. Contractor will start kitchen remodel 6/1/05--Didn't come first day.

2. Job takes 2-3 days--Tried to do it 1 day; stayed till 10:30 p.m., lights on, front door open, house filled with flying insects, we finally said, "leave".

3. Promised to be back next day--didn't come till 3 days later; didn't call (called him twice, Fri. & Sat., before getting call back; no explanation, no apology.

4. B. (contractor) back Sunday 6/5/05 8:00 a.m.; said only 1 hour's work; took 4 1/2 hours.

5. Monday 6/6/05, started cleaning up the mess and found much damage to cabinets and dent on new refrigerator door.

4. DL (project coordinator) promised replacement cabinets, replacement refrigerator door in about 2 weeks--took almost 7 weeks.

5. MG (salesman) promised someone else would come to finish job--no one told B. and he called and tried to come back on Sunday 7/24 at 1:00 in afternoon; "No", not enough time for removing items from cabinets (for 2nd time!); don't want him here.

6. MG promised cast iron sink (extra $$ for us)would be installed same time as replacement cabinets.

7. Replacement scheduled 8/4/05--no show, no call. I had to call--DL said B. took cabinets back to warehouse--CABINETS LOST (LATER FOUND IN B'S SHOP!)I want to know why he took them to his shop? They never should have been there. He let them look almost a week for the cabinets before they found that he had them! Something is very wrong.

8. Ten days later, Sat. 8/13/05, other contractor came--replacement catinets damaged worse than ones already installed, no refrigerator door, no new sink. No work done

9. Today is 8/17/05. No word from them as to what is going to be done. Have not dared to return kitchen items to cabinets because they could call tomorrow and say that they are getting everything out of my house or they have more cabinets or I DON'T KNOW WHAT. I'm tired of living w/empty kitchen, chaos in LR/DR, unable to have normal use of my house (2 weeks so far & this is 2nd time). This is ongoing for 2 1/2 months and they don't care enough to even keep in contact w/me to let me know what is going to happen. The few times they have called me it seems to have been last-minute notice and they TELL me they are coming Sat. or Sun. They obviously have no consideration or respect for the customer and they treat loyal customers with an emotional backhand that won't be forgotten.

I have to select an area of complaint but am allowed only 1 choice, so I selected Customer Service. However this mess also includes Installation, Delivery, Communication, Product Quality and Company Policies. The entire operation is very sloppy.

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Extended service plan is worthless
Posted by Disgruntled on 05/07/2005
SCOTTSDALE, ARIZONA -- Do not purchase Sears extended service plans on any of their products.

When I purchased a Sears Riding Mower I also purchased the extended service plan for a cost of $300 for a three year term. Not one time did I receive service when I called for it. Even though my plan specifically explained the services that I would receive they did not happen when I called for service. I complained to over eighteen people in customer service starting with the local store and ending up calling corporate speaking to Vice President of Customer Care, Kevin Price. (I will provide all names on request by email). Nobody could get me service, not even the Vice President. When I asked for a refund of the $300 I was told that was impossible.
In desparation I finally called the floor manager of the Sears store where I had purchased the mower and explained it to him. I had service within two weeks and when he called me to confirm that my mower was repaired I asked him how he was able to do it when all these other people could not. He simply told me that he had the bill sent to him. This is not right for him to pay for something that I already paid for. DO NOT PURCHASE SEARS EXTENDED SERVICE on any product.
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Frustration with Sears
Posted by on 10/12/2003
TENNESSEE -- Dear Fellow Consumers;
After spending considerable time reading reviews on consumer complaints, I feel obligated to share my frustration with Sears about trying to order a simple repair part for a Kenmore washing machine.

Several weeks ago after having my washing machine damaged by a plumbing contractor working in my home, I contacted Sears repair Services to order an inlet valve. Sears replied that the part was available. My wife placed the order on 10-03-2003 and was told it would arrive on 10-07 or 10-08. After several days and no part, my wife contacted Sears to inquire about the part and when to expect it's arrival. This time she was told that it could be five to seven days. Sears representatives stated also that they would not attempt to trace the parts location until after fourteen days had passed. Pleas keep in mind that our family is now having to go to a public facility to wash laundry.
Today is 10-12-03 at the time of this writing and still we have no part. The point of frustration we share with fellow consumers is with Sears commitment to service after the sell.
It is readily apparent that Sears has no concern with customer satisfaction after the sell. From what I have read by other consumers sharing their personal frustrations, my observation is that Sears goes strictly on the premise that there are millions of consumers in America and that no matter how many dissatisfied customers they may have, chances are better than not that people will continue to purchase their products.
I hope people will express their concerns about service after the sell to any Sears Sales Representative when considering a purchase from them.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Do not buy from Sears.com marketplace supplier Cyberfurnishing.com
Posted by H2ofreedreamer on 08/16/2012
INTERNET, FLORIDA -- On June 16th 2012 I ordered a set of rocker recliners from Sears.com marketplace cyberfurnishing.com. I received only one chair and refused the delivery due to the fact it was supposed to be 2 chairs. I could not get ANYONE from cyberfurnishing.com to email me back or even call me back after leaving numerous messages. BTW 2 of the 3 phone numbers were disconnected and the 1 that worked only went to voice mail. I have yet to talk verBally to ANYONE at cyberfurnishing.com. One chair was redeliverd to my home and within 24hrs the recliner part of the chair no longer worked and pieces of stapled wood and shavings fell onto the floor from the main part of the chair. I contacted Sears.com and they have yet to resolve this issue stating that it is Cyberfurnishing.com that I have to deal with not Sears. This aggravation has costs me over $600 + interest on my Sears card and all I have to show for it is a faulty chair (1) and the runaround from Sears and silence from cyberfurnishing. BE WARNED, fraulent ad, faulty items, SCAM SCAM SCAM!!!! I am so disappointed in Sears! They didn't mind taking my money (charging my Sears card) but no one wants to make good on this?!? DISGUSTING!
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Posted by copper_works_ on 2012-08-16:
Yes, we call Sears Marketplace the Flea Market. Sears does actually pay attention to the BBB so if you don't get cooperation from your credit card company (call the number on the back). Try the BBB. Sears does not own the credit card company what you probably have is a Citibank card. I'd give Sears a couple of more tries then I go a differant way. Best of luck!
Posted by copper_works_ on 2012-08-16:
This is from Sears Marketplace facts.

"Seller is responsible for providing a customer service phone number and email address for use by the Customer. Sears will provide this information to Customer if contacted. Questions / complaints received by Sears from a Customer regarding an order or product related to a specific Seller will be directed to the Seller for resolution.

Customer issues escalated to Sears where resolution by the Seller was inadequate or unsatisfactory to Customer will be resolved by Sears. Any charges associated with the resolution by Sears will be charged back to Seller (merchandise cost, shipping)."

Posted by SearsCare on 2012-08-22:
Dear h2ofreedreamer,

My name is Kiera and I am part of the Sears Social Media Support Team. We sincerely apologize for the disappointment surrounding your online purchase for your set of rock recliners. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our dedicated case managers who can help you communicate and work with the vendor in question on a solution. At your convenience, please contact our office via email at smadvisor@searshc.com so that you don’t have to continue to be frustrated by this matter. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (h2ofreedreamer) you used to post on this site, for reference to your issue. We look forward to working with you soon.

Thank you,

Kiera J.
Social Media Moderator
Sears Social Media Support
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How In-store Pick Up Works for Sears.com
Posted by Sicr_2000 on 12/21/2007
COLORADO -- I work at Sears in the receiving department. I know firsthand how frustrating, misleading, and stressful buying products at Sears.com for in-store pickup can be. I have read numerous complaints on this website and on others about the "Bait and Switch" tactics of Sears.com.

This is how the process works...

When a customer purchases an item from Sears.com, a request is sent to a receiving associate via a palm-pilot like device. The receiving associate then goes to the floor and looks for the item. If the item is located, then the associate clicks "Yes" on the palm-pilot, puts the item in an area to be picked up later, a message is sent to Sears.com to tell the customer that the item is ready to be picked up, and the customer is charged.

Now, that's how it works when the item is located. The mess starts when the item is out of stock or isn't even carried by that store. The receiving associate then has to contact a store manager. The store manager double-checks to make sure the item is not available. If the item is still not found then the manager contacts the customer to inform them that the item they purchased is unavailable but that certain substitutions are available or the item can be ordered in. Once the manager has called the customer, the receiving associate is obligated to answer "Yes, the item was located and stored for the customer." EVEN IF IT WASN'T!

We have to say "Yes." When we say yes, the customer is charged and our store receives the sales amount. So, we're basically stealing from the customer until we cancel the order. We're breaching the sales contract. The customer is charged and holds their end of the agreement, but Sears does not and will not have an item available for them to pick up (breaching our end of the agreement).

It is also a "Bait and Switch" scheme. If we don't have the item the manager has to find a substitution, which is almost always more expensive, and no discount is offered.

My hands are tied, and it's frustrating. We have to say "yes" to all sears.com orders. Every store is graded on it, and it's corporate management that mandates that we have to say "yes."

I am as customer oriented as they come. I will go out of my way and then some to please a customer. I try to find ways around the devious system Sears has set up, but most of the time I'm forced to conform to their misleading tactics.

It's very frustrating this time of year because customers are buying gifts online, they receive an email telling them their item is ready to be picked up, they think they're done shopping for Christmas gifts, they go to the store to pick up the item and we don't have it. I have witnessed several customers panic about the situation this puts them in, and like I said, there's nothing I can do about it.

I would like to see a change in corporate policy for Sears.com orders. My complaints don't go very far up the corporate ladder, but they have to listen to the thousands of consumers that feel cheated, defrauded, and mislead with "Bait and switch" sales tactics that focus on making the sale at the expense of customer satisfaction and service. PLEASE!! Contact your local Sears stores, write an email to sears.com, or write a letter directly to the CEO about this. It needs to get fixed and only the consumers can do it!
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Posted by Anonymous on 2007-12-21:
Thank you for your honesty. O yes tell it to hello dolly.
Posted by DebtorBasher on 2007-12-21:
Very Informative...Thanks!
Posted by old fart on 2007-12-21:
Big companies have always worked on "other peoples money" but this insane.. it is also the reason why I almost never shop online..
Posted by Anonymous on 2007-12-21:
Great post and info, this might also help:

The current email address for Aylwin B. Lewis, President & Chief Executive Officer of Sears, is alewis1@searshc.com.

Posted by autumn35802 on 2007-12-22:
Old fart: I agree with you. After reading all the complaints here and at another consumer website I'm determined to buy anything I need locally (as in "in person"). I've even cancelled my Ebay and PayPal accounts cause they're going down the drain too. I use the internet to research and then see if I can purchase it in the city where I live.
Posted by hello dolly on 2007-12-22:
Your post only reinforces my belief that it is not safe to buy online. I look online to save driving around then go make my purcahse in person so when I pay I get my product if it's not in stock I either go elsewhere or make another selection.
Posted by Anonymous on 2007-12-23:
hello dolly
you really need to learn how to read these posts.
sears.com and sears are one and the same.
Posted by FooserTom on 2007-12-25:
I'd sure like to know which store you work at, so I can report you and your store manager to your district manager for disciplinary action.

The last five times I've bought things at sears.com for in-store pick up, they had it like they said they would. One previous occasion, there was a manufacturer's delay on a TV, but they not only explained it carefully, they gave me a $25 gift card for the trouble!
Posted by Mario The Great on 2007-12-25:
Sears doesn't work this way. If you go to Sears.com and find an item you want delivered to the store, type in your zip code. Let's do a trial run. Panasonic 42 in. Class Full HD (1080p) Plasma TV It's listed on Sears.com (FRONT PAGE) If it's not available for in store pickup, it will tell you "Out of Stock", try home delivery. Click on Home Delivery and it'll say the same thing. Let's pick 80219 which is Denver. Sure enough, it's OOS for BOTH Home Delivery and In Store Pickup. That means that the MDO doesn't have the item available for immediate delivery so you can't order the item through Sears.com, but if you type in 89109, which is Henderson, NV, somewhere in their local MDO is this item sitting there waiting to go to a store - delivered "In Store in 3 - 5 days** **In store: PLEASE NOTE: Items like this are generally not stocked in the store or are currently out of stock at the store. Please allow a few days for pick up. If any of you seriously think that ANY retailer works like this, you're sadly mistaken. The premise that a store manager would even compromise his integrity by doing this is absurd. FooserTom, I too would like to know where this person works. I'd bust his butt for integrity, among other things. We've only come across problems when it is a manufacturers delay or the truck carrying the item itself crashes, which HAS happened. :)
Posted by sicr_2000 on 2007-12-26:
Report me and my manager to district for disciplinary action? Lack of integrity? I don't think it's a lack of integrity to stand up for what you believe in. This is all about ethics and principles. Now, I will be the first to tell you that I think Sears is a wonderful company to work for, however they're making a lot of very poor choices and they're hurting badly for it (go look at SHLD stock prices and the quarterly earnings growth). Whatever happened to honesty? If our store doesn't have an item that someone would like to purchase why are we saying we do? DO NOT try to tell me that there is nothing wrong with that policy. We're lying and deceiving customers. So, "mario the great" and "Foosertom" you're barking up the wrong tree. What I'm doing may be wrong in the business' eyes, but what I'm trying to do is ethically right. I'm tired of lying, and I've seen enough firsthand and read enough written complaints to tell you that the system is dishonest, customers are paying the price, and it needs to be fixed.

I am touched that you spent Christmas day writing about how I should get fired. Merry Christmas to you too.
Posted by Anonymous on 2007-12-26:
fooser and mario.
what sicr , is talking about is not an isolated happening.
This happens to a lot of customers on a daily basics.
Report this person for being honest , I don't think so , exposing Sears for what it really is doing is the right thing to do.Do you guys believe in screwing customers around ??
Mario I don't have a clue to what your trying to point out ??
Posted by Mario The Great on 2007-12-26:
All I'm pointing out is that Sears.com makes it impossible to sell something that can't be delivered to the store. If that statement is true, then everything that he said was a lie. And yes, I would fire you and your store coach for integrity. If you're doing what you're told to do and it's happening this way, it's wrong. To my knowledge, none of my stores work this way and if they did, I wouldn't tolerate it for a second. Look at this website and I'll tell you that the last thing I need is another aggravated customer.
Posted by Anonymous on 2007-12-26:
mario , it think your confusing integrity ,for someone trying to do a honest job, but the company he or she works at , won't let them.
the fact remains , that there are a lot of unhappy people
posting negative things about sears. They can't all be liars??
The big question is what is sears trying to do to correct the problem? Or don't they give a damm about their customers?
Posted by Mario The Great on 2007-12-26:
Ninny, you are correct. There are several hundred dissatisfied customers on this website. If they came into any of my stores, I would do everything to satisfy them. I'm just irked that we have store coaches that do the wrong thing.
Posted by sicr_2000 on 2007-12-26:
Okay, I have a recent example from today. A guy ordered two 80th Anniversary Craftsmen Bottle Cap Openers today online. We go looking for them. We don't have it. IT WON'T BE ORDERED IN BECAUSE IT'S PROMOTIONAL!!! Corporate (not mine or the managers) policy requires us to say "yes, we do have the item and it's ready to be picked up"...again, WE DON'T HAVE IT AND WON'T HAVE IT! The customer receives an email telling him he can pick up his items (we still don't have it). My supervisor has to call the customer and tries to explain why he received an email saying we do have it when we don't. We try to substitute something but the customer's adamant about the 80th Anniversary ones. So, now the customer has to call Sears.com and cancel the order. This whole mess could have been avoided if corporate policy allowed us to be honest and upfront with the customer and let him know we don't have the item. Now do you see where I'm coming from Mario? It's just unethical and wrong, and I don't understand why customers put up with it.
Posted by Mario The Great on 2007-12-26:
I just ordered 2 for 3 different stores (Colorado, Nevada & California). If they are not there in 2-3 days, I'll let them know of the problem. Thanks for the heads up. And you are right, it says in store pickup. I'll let you know of the results. :)
Posted by THEMONDO on 2008-01-01:
Mario we are wating
Posted by Mario The Great on 2008-01-01:
Wow, Happy New Years to you 2! Mr. Mondo has posted 4 items after me since his tenure started (1/1/08). Now I know what SoCal guy felt like. Sorry man, didn't mean it do sound like I was stalking you. As far as this issue goes, do you mind if I work today and then check them out as I go? I mean, it IS New Years Day.
Posted by THEMONDO on 2008-01-01:
nah, take your time:

"Mario The Great (12/26/2007)
I just ordered 2 for 3 different stores (Colorado, Nevada & California). If they are not there in 2-3 days, I'll let them know of the problem. Thanks for the heads up. And you are right, it says in store pickup. I'll let you know of the results. :)"
Posted by sicr_2000 on 2008-01-03:
What's taking so long...it's been a few days...what's the verdict?
Posted by Mario The Great on 2008-01-04:
Ok, here's the verdict:

Colorado - 1 item arrived, I picked up (The bottle opener is cool but for 15 bucks I could of bought a nice Craftsman wrench) - The other on order and was asked to pick up item from store 3 miles away if necessary (They had 8 on hand). I did.

Nevada - Store asked me why I ordered them to the store as they had roughly 50 of them on hand. They had 2 waiting with my name on it.

Hollywood Sears store - I mentioned the city as it was the only one that said they had none. I did ask why they weren't there and they couldn't explain. I was told that a refund would be issued if I called Sears.com. I called Sears.com, explained the situation and a refund was issued.

So, now I feel like a politician. I can neither confirm nor deny that Sears.com works the way it's supposed to. It does here and my expectations as a customer were satisfied. BUT, if I was a customer that needed something AND it was promised at the store AND it wasn't there (Like California), I'd be a bit disgruntled with Sears.com. Sorry it took me so long.
Posted by Mario The Great on 2008-01-04:
Oh, and I'm not like you guys. I do have to put in my 65 hours a week. :)
Posted by Mike the Wise on 2011-06-22:
Well here it is 2011, and Sears is still up and going. Too bad the status of this broken system is the same with no improvments. I am on hold w/ Sears.com service as we speak so I can try to pick up some belated Father's Day gifts that were in stock (yeah right) and it's now 3 days later and still no dice. Way to go Sears!!! As much as I hate Best Buy - I still have better luck there.
Posted by another sears.com victim on 2013-01-18:
never ever ever never order again from sears.com very bad experience .went to pick up an order the guy went to look for it after 30min he comes back telling me he couldn't find it.and I have to call sears.com the worst customer service ever.wish I'v read this article b4 I place that order.
Posted by jane wildson on 2013-12-14:
I have worked for sears and the owner in colorado is a liar do not believe in her they sell used stuff that they know is junk and of course it comes right back customer upset and it gets sold again keeps going around and around they are over priced go to best buy they take care of you
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Sears Appliance Repair Terrible Service
Posted by Tomf on 08/03/2007
WESTWOOD, MASSACHUSETTS -- We have a service contract with Sears for a clothes washer we purchased from Sears. After notifying Sears of a problem it took 3 weeks to schedule an appointment. When tech arrived he did not have the part required and we had to wait 2 days to receive the part and then reschedule to have the washer repaired. On the day they were to arrive between 1 and 5 pm (supposedly they were to call 30 minutes before hand) no on showed up and no one called. When I spoke with Sears they said sorry but it would take anther 2 weeks to get a tech to fix the washer.

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Posted by Anonymous on 2007-08-03:
We've been seeing a disturbing number of complaints against sears service lately. A couple of our appliance guys are trying to get to the bottom of this.

Hey Tomf thanks for adding some more fuel to this fire. Very good review.. I'm don't usually do this but I'm gonna vote your contribution 'Very Helpful'.
Posted by Anonymous on 2007-08-03:
See if they can refund the contract,and call a local service company.Sears,and Most of the Major companies dont really care.
A&E factory service ,and Sears are terrible.
Posted by SilverWngs71 on 2007-08-04:
Here Here, I agree with Steve, although I have another few words for A&E but it might get me banned from here.
Posted by deedee_2 on 2007-08-27:
Not sure if anyone will see this or if anyone will care but as a former employee of sears, I know don't hate, the bonuses were nice. However, there is NO Customer Service for sears. The managers all but refuse to help the customers at all. The employees are told that this is a sales driven department! SELL SELL SELL.... You have 3 mins to determine the complaint and find a resolution and all the while trying to get the customer to buy more junk from Sears. Useless crap at that.

I will say this though. There were alot of very dedicated people in the call center that really cared about the customers, and took alot of abuse from the customers , some of it called for most of it not. Their hands are basically tied. They are only allowed to do so much and are told to msg the service units instead of calling for the customer to get something taken care of.

This may sound like alot of excuses or whatever but working in CCN for Sears was like working for the Devil himself.
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Substandard service and appliances
Posted by Iscariat on 02/14/2006
MALIBU, CALIFORNIA -- Sears' appliances are no longer the superior products they once were. Whether it is because the company is shaving price points to produce inferior equipment or that I just happened to be unlucky, I'm a very unhappy customer.

Because Sears was always a name we trusted as children, I decided not to purchase a service agreement on one of the last Kenmore washers I purchased. The cost to repair the crashed circuit board, though, was prohibitive, so I bought another Kenmore - the third in 20 years -- and purchased a service agreement.

What Sears doesn't tell it's customers who buy service agreements, is that the repair technicians with whom Sears contracts, don't carry most parts on their trucks. These technicians apparently don't want to underwrite inventory costs, so it takes two service calls to repair one problem; a call to diagnose the problem, and another to install the part that the technician had to order. All this, and the customer has to wait at home during a four-hour window until the technician comes to repair the problem.
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Posted by Anonymous on 2006-02-14:
I hear ya, back in the day, when I ran a couple of stores, we had our own technician stocked with parts on the truck. Sadly, we were so badly undercut by the big stores, I had to sell out and go sailing.
Posted by Slimjim on 2006-02-15:
The trucks are full of parts. Like Jay said, you can't expect every part for every model for every appliance they sell to all fit in one service van. I will say this though, most service centers would take some guesses on what to load based on what you described was wrong with it when you set the call up. That's not to say they get it right or it was even stocked.
Posted by Mad Eye Moody on 2006-02-15:
This was a very intelligent and well written post. I'm with Slim on this one...they should have some idea what to stock the truck with based on your initial call...they should keep the most common parts that tend to break or need repair in stock at their warehouse...but as you noted iscariat...inventory is expensive to keep on hand in a JIT world.
Posted by tander on 2006-02-15:
Well K-mart bought out Sears, so I see nothing but problems from now on with their products and services!
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