LAKELAND, FLORIDA -- I have purchased several Die Hard work boots for my husband throughout the years. We have never had an issue with them until now. I purchased the pair he has now in December 2013 which was about a month ago and the sides of them started coming apart where they are sewed. I called the Sears store where we purchased them at before we took them up there and explained the situation to them and was told I would have no problem exchanging them.
We got to the store and a very nice young lady and gentleman helped us and had no problem pulling it up on our shop your way rewards and told us to get the size we needed and bring them back and they would do the exchange. We got the size we needed but when we got back to the jewelry counter for checkout they were very busy with other customers and said it would be faster at another register.
Well at the other register the lady couldn't pull anything up so she called for help and this employee couldn't find anything as well so we proceeded to return back to the jewelry counter where they had helped us earlier and after standing there for another good thirty minutes we were approached by another employee that proceeded to tell us that the two employees that had just tried helping us told her the situation and that there was nothing the store could do for us and refused to call management for us and another customer that had also requested to speak with management.
We were told that management knew nothing about shoes and therefore couldn't help us and the other customer was told the same but about the jewelry. I also work in retail and if I was to act like this I would be fired on the spot. I don't understand how this store could be run so poorly and it's not the first time I've had problems there. The employees are very rude and management seems to be clueless to the products the store sales. My husband stated he would no longer do business at Sears and the employee acted like it was of no concern to her.
Well Sears may not value its customers and their money and I'm sure they think losing one customer is nothing but I value customer service and respect and sense Sears has neither for their customers. They also no longer get all the business our family does there.
Thank you for taking time to write this post detailing your recent shopping and member services experience. We realize your reasons for disappointment and discouragement as a Sears member are evident and understandable. My name is Brian and I am a member of the Sears Social Media Support team. I am taking this time to respond to your post and offer our assistance. Please send your contact #, the name and phone # used at time of purchase, as well as the screen name (flagirl1976), to reference your post to email@example.com and a dedicated case manager will contact you directly. Again, we appreciate you taking time to post about your member experience concerning your husband's boots. We do look forward to speaking with you soon.
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Sears Social Media Support
NORTH OLMSTED, OHIO -- Went to go buy at TV at Sears on Black Friday after work. This wasn't during the early morning chaos, this was at night. We found a TV we liked and asked the Sales Rep if it was still available. He said yes and we inquired about credit options. He seemed like he knew what he was talking about at first and had us enter our information into a computer. After a few minutes he printed out a piece of paper, never told us the price, never told us what we qualified for, never told us what our payments would be and then said "have a nice day" and told us we could pick up our TV downstairs.
He signed us up for a lease agreement and did not provide us any information. We were so confused and started looking at our receipt as we walked away. The receipt contained a lot of numbers and brief information about the lease and what it entailed. We had no idea what this all was so we called customer service because everyone in the store told us there was no Customer Service Department in the actual store we were in. The lady on the phone was rude and had no idea what she was talking about.
We decided to just go back to the Sales Rep and cancel our order - we never even left the store with the TV. He had signed us up for a ridiculous lease agreement which had us paying $900 for a $500 TV. It was a horrible experience. We went back to the Sales Rep to return the TV that we never even got and he said our money would be returned within 2-3 days.
It has been 2-3 days and our money is still not credited to our account. I had to call Sears Customer Service again, and they said it would be 7-10 business days! And they couldn't even confirm if everything would be processed correctly and told me to call back again if I didn't see the money soon. I hate Sears after this experience. This is my first time buying from Sears and I will never buy anything from Sears ever again. No one seems to know anything and I would like my money returned to me ASAP.
I saw your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We thank you for posting about this situation regarding your recent experience. We would appreciate the opportunity to discuss your concerns. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (cem82432), to firstname.lastname@example.org. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
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Sears Social Media Support
PORT CHARLOTTE, FLORIDA -- I am livid about my experience with Sears.com! I ordered a Oneida Mandolin Slicer for $9.63 and used an offer for free shipping. But I was sent a set of two wooden Paula Deen SPOONS. I called the customer service number on the packing slip and was told by the person that I would receive a call back in 24-48 hours.
The next day I received an email stating it would be 5-7 days for a reply. Two more days passed and I received another email saying it would be an additional 5-7 days. After 11 days from the last email, I replied to it and asked for an update. I received a reply the next day saying I could keep the spoons. They would credit my Sears.com account the amount for the slicer and I would need to reorder the item.
You would think that was the solution wouldn't you? They included a link for the item and it took me to the slicer with a new price of $27.49, plus $7.93 shipping! I replied to their email about the price with shipping being FOUR TIMES higher and their reply was to email them after I placed my order and they would credit my Sears.com account for the shipping - no mention of the increase in the actual product price.
Again I replied that I shouldn't have to pay the increase in price and I should not have to receive a refund to my Sears.com account, which then would require me to spend that refund with their site. I received another reply saying they would refund the shipping and price difference to my Sears.com account and that they didn't have the ability to send the item without me ordering and paying for it first. My next step will be calling and talking to a supervisor.
I realize mistakes happen. My problem is how Sears.com is handling THEIR mistake. They sent me the wrong item. All I want is what I ordered and paid for. It shouldn't be that difficult. This was my first order from their website. My husband and I have both shopped at Sears stores for decades. After this experience neither of us will shop their website or brick and mortar stores ever again, for any reason!
Please accept our sincere apologies for the error in your recent Sears.com order. We certainly understand your frustration with receiving the incorrect item and numerous emails letting you know that it would take some time to address the issue. We value your business very much and would like to speak with you regarding this error. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle your issue from start to finish with one dedicated Case Manager. At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the Oneida Mandoline Slicer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (whitneyhouse2001) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
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Sears Social Media Support
SAN DIEGO, CALIFORNIA -- We recently moved, and hired Sears to do some services for us; tile floor cleaning & washing machine repair-(still under warranty). Tile Floor Cleaning: We told them that there was a heavy build-up of wax on our tile floors. The first guy came out, but said that he didn't have the stripper that he would need for the job and tried to clean without it. Didn't work!
About a week later, I took the day off from work, and a different guy came out and thought he was cleaning carpet… so he called the previous cleaner, and said that he would be there in an hour or so. Never showed... I called, and cust serv told me that he was out of town on vacation and they wouldn't be able to send anyone back out for about 2 weeks... So the first guy came back with the right stripper, but his equipment broke with nobody available to come and fix it, and left our floors a complete mess until the next day.
At an early point in this nightmare, we paid ½ of the total bill. By the way, the initial estimate was 100 square feet over on the take-off, so we asked cust serv about the verified 100 SF over charge, and they said that they would be sure to take it off when they do the second half of the charge at the completion of the job. Then we found out that they had already charged us for the whole amount (including the overcharge). To top it off, he left goop on many of our baseboards.
Washing Machine Repair: The first guy said that he repaired the main problem. He didn't… He said that the washer would work just fine until he returned. It didn't… There were other parts that needed to be ordered for a tune up, and it would be at least 2 weeks before they arrive. They sent a different guy to do the tune up, and said that he needed to order additional parts for the initial problem that was supposedly fixed the first time… We got the parts about a week later, but cust serv said that nobody could return for about 2 more weeks. Then they made the repairs and it still doesn't work right. It makes a funny new noise when washing & spinning.
PITTSBURGH, PENNSYLVANIA -- HMMMM, after the experiences my wife have had at the last 2 Sears stores (Ross Park Mall, Pittsburgh, PA and Shenango Mall, Hermitage, PA), normally don't mention locations, but not sure if all of them are the same way or not, but know these 2 are.
I thought Sears was considered a department store, but, after the last 2 visits my wife and I made, they are no longer considered "Sears Department Stores", they are considered "Sears Social Club." We went into the above Sears 1 week apart and you would see groups of employees congregating and socializing, oblivious to customers in the store. There would be no management in the social party, so it was not a small professional meeting, it was the Sears Social Club of Store Employees.
When you ask them a question, it is like you are interrupting them and they get offended. Maybe they don't realize that without the customer they would not have a job, and maybe it is me, but I was always told that the customer is number 1, but, at least in these 2 stores, socializing amongst employees is more important. It should be common sense (oh wait, there is not much of that anymore, lol), anyway, common sense would make the customer feel welcome, even if there is no common sense, I would think part of the training to be to emphasize that "CUSTOMERS ARE # 1."
From now on, whenever we go into a store, whether department, grocery or restaurant and we are not treated with respect, after all, we are the reason for their business, I will be posting it on here, as well as at www.my3cents.com. Maybe if enough people start complaining, these stores will see why they are struggling and learn that if they want to survive, they need to get back to the basics and treat customers like family, not the enemy. Oh Sears, you can delete this if you want, but like I said, I am posting my concerns on www.my3cents.com too!!
LONGVIEW, TEXAS -- Let me tell you how I got screwed by Sears. From being an employee in the past I always chose Sears to get my oil changed (& I took my parents vehicles there as well). This last time I went to get it changed they were too busy since I had to be at a wedding that Saturday and I was on my only day off that week, I went to Midas. As usual I always go for the 'Extra' oil service so they will check everything because I don't check anything. As they were checking, they saw that transmission fluid was put in my brake system and that I was lucky to get there. (They gave me samples but Sears didn't want to see the samples).
They showed me where the transmission fluid had eaten through the rubber in my break lines. I had to have everything replaced ($1400). I called Sears because they are the only ones to work on my vehicle since I got it brand new in 2010. I asked if they top off fluid, they said yes... Through twitter they got me a case manager. He said they would take care of it...
4 months later my claim is denied because of these 2 reasons... There is no receipt showing where they topped off my fluid (being an employee they used to check these things as a courtesy for me) and I went over 3K miles in between oil changes. My Jeep owner's manual says I can go up to 8K miles in between changes.
Case in point, I used to be one of Sears biggest cheerleaders, bought Craftsman like it was going out of style, sold over $3Million dollars of product for them, Signed up over 1,000 people for Sears credit cards, gave them 4 years of my life as an employee, and they won't fix a mistake they made when servicing my vehicle. Shame!
Please post this on your page so that other people won't make the same mistake I did... It is a tough one that really sucks, but I learned my lesson at a cost of $1400! This is really me, I'm from Merkel Tx (now Longview). If this gets 1million likes, maybe @Sears will take notice)
TAMPA, FLORIDA -- May - my husband and I add another grievance to the growing number of botched Sears' home improvement projects. We first sub come to Sears bate in the form of a beautiful brochure mailed out depicting a new bathroom with promotional savings. The hook was set by a Sears fast talking car salesman type that promised the best deal ever, especially after a credit check - told her that we were good for so much. She told us that Sears used only the top-notch workers, & that all parts would be American made: wrong on both accounts.
We picked out the tile to replace the old one, but for some reason it was not included on the contract that came in the form of a CD which we were unable to open. (A hard copy of the contract that was requested took over 30 days to arrive.) The wrong color vinyl for the floor is the only thing that has been corrected. The shower rod is too high (water spills out on to the floor with every shower), the sink and toilet both leak, the walls were not properly repaired, and the wrong sealant was used and was found to be on all shower walls, wood work, and walls of the room. (No county inspection was done.)
We too experienced empty promises or silence. It seems that Sears is taking advantage of the senior population like myself by their fast-talking contractors. In addition, it is my opinion that Sears further does not use ethical business practice by charging 3 times the amount the job is worth - what was promised versus what was received. My husband's family of three generations used to swear by Sears, but I cannot and will not use Sears for any home improvement from this time forward.
We are indeed sorry to learn that you have had such a poor experience with your bathroom remodeling. It is clear that we have let you down and for that we apologize. Please be assured that this certainly is not the level of service we strive to provide our customers. We would like to speak with you about your recent experience to see how we can make this right. If you would like to discuss this situation further, please send the following information – contact #, screen name (new4author), phone # used at time of purchase to email@example.com. Again, we're sorry for any trouble we have caused and we hope to talk to you soon.
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Sears Social Media Support
ONLINE -- I will never, ever buy anything from Sears again. I received an email yesterday morning stating that Sears was offering many Black Friday prices. I went online, saw what I wanted for my husband, and purchased it, using my PayPal account. I received an email confirmation from Sears minutes later.
I pack up my 1 year old and my 11 year old and decide to run to the mall to get most of my holiday shopping done. (Keep in mind, I am a nurse and between working extremely long hours and having a small baby at home, I hardly EVER can make time to go to the mall...) I went to make my first purchase, and my debit card was declined (the same debit card linked to my PayPal account that I just used earlier).
I tell the saleslady that I have more than enough, and I grab my cell to check my bank account. Saleslady was right, I have $4.64 in my account! (I had over $500.00 as of that morning). Upon closer inspection to my bank account, I had multiple transactions from Sears. The purchase I made that morning was there, but also several other unfamiliar amounts that totally wiped out my bank account.
First, I call PayPal. PayPal only has record of the correct transaction amount, they have no other scattered amounts of any kind. Then I call Sears. What a nightmare. The phone number I found online for Sears connected me to some fraudulent number telling me that I won a cruise. Keep in mind that by now, an hour has passed since I found out about my stolen money, and my 1 year old is beginning to whine and both kids and my mother-in-law who is with me, are all hungry.
I saw your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We are sorry for the troubles you have encountered your online purchase. We can truly understand your disappointment with what has occurred with your purchase. We would appreciate the opportunity to look into this further and discuss your experience. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (mythrain1), to firstname.lastname@example.org. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
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Sears Social Media Support
WEST MIFFLIN, PENNSYLVANIA -- 3 weeks ago, my husband and I decided it was time to purchase a new refrigerator. After doing a lot of looking and research, we decided to go to Sears to get one. Now, we don't buy appliances on credit, we make sure we have the cash first, as we don't see the point in paying more for an item than its worth.
Since we had a savings check come in, we decided to use part of it to buy a new fridge, since ours was on it's last legs. So, we deposited the check on a Thursday, went to Sears on Saturday. (My husband works construction, and it was one of few Saturdays' he had off.) We found a refrigerator that met our specs for size, style, and brand. We put in on layaway, intending to pay off the layaway on the next Tuesday, which we did.
The problem was that once I paid off the layaway, the delivery date couldn't be changed to anything earlier than the middle of January. See, when you put an appliance on layaway at Sears, the delivery date is automatically set for when the last scheduled payment is due/made, and apparently, that delivery date is set in stone. It also doesn't help that Sears customer service is not in this country… I spoke to several women who had horrible English, and repeatedly told me that the date was set there was nothing they could/would do.
I called the local Sears here, and got a hell of a run-around from the people working there, too. This was the Wednesday before Black Friday. It was very frustrating, to say the least. Finally, on Black Friday, after calling the service center again, explaining that I had paid off the appliance and wanted it delivered earlier than the date on the receipt, I was still being told by the nice Indonesian woman that tough, that's the way it is deal with it. After getting a bit angry, she offered me 10 percent off the price I paid for the fridge, but did nothing to change the delivery date, and then she offered me a 50 dollar gift card for my aggravation. I told her no, I wanted my fridge.
So I called the Sears where I made the purchase, got through to a lovely young woman named **, explained the situation, and added that if I didn't hear from someone within the hour, I was bringing the receipt back and demanding every cent I had paid for the fridge and the 3 yr. warranty. Not something they want on Black Friday of all days. Within 30 minutes, I got a call back saying that my fridge would be delivered the next Monday, which it was, surprisingly.
My complaint, as such, is that Sears seriously needs to revamp their program. It's great that you offer layaway on appliances, however people can and do pay those layaways off early sometimes. Why set the date for delivery when the layaway is made, why not wait until it's paid off? Would that really be so hard? I know, logistics and all that good crap, right? Wrong. Bring your damned customer service back to this country, and give them the ability to actually do something for the customer. Those idiots in Indonesia don't do anything but take your money and make you look bad, all the while laughing at you behind your back.
Nice job Sears! I ordered $4,000 worth of Kenmore appliances 5 weeks ago for a scheduled delivery today. I took a day off from work to be ready and made an "extra" trip out to the hardware store last night for drop cloths to protect my floors. This morning, I find out my delivery had been unilaterally rescheduled for Sunday and I was never notified! Thank you for waiting for me to call you to notify me of this change. Funny thing was I received an email 3 days ago confirming delivery today and it even said "We will let you know if your delivery date changes."
Does letting me know entail waiting for me to call you to learn the news? I've been told it's the manufacturer's issue, but here's the thing, isn't Kenmore a Sears brand! Great work on customer service AND logistics with your delivery and manufacturing teams! Chalk me up as another "satisfied" customer who's out $4,000 dollars for over the past month and yet to receive his appliances!