STERLING, VIRGINIA -- Called the Sears Home service. I ask for the ballpark estimate for labor for installing garage door. They reassure, they are competitive. And that "We are well known, Sears." The service call $89 will be part of the total service bill. Okay sounds good. Guess what? When they came out much later than estimated, they ask for total of $574; $89 (coming out) + $195 labor + $290 for opener. This a pure misleading and captive selling. The garage opener is selling on their site for $158. The average labor is $127, a total of $285. I do not agree to such misleading service, and ask him to leave. He threaten to put me on collection.
MONTGOMERYCREEK, CALIFORNIA -- In April of 2005 we had our countertops installed with Corian, new Corian sink, new range hood, new disposal and all cabinets resurfaced which cost $18,705. We were not instructed regarding hot or warm appliances was under any of the cupboard doors, as we found out heat would warp the resurfacing material.
The Corian sink had a large chip in it; Sears would come out for $150, but would not warranty same. I got a hold of Corian and they did come and refinish the bad spot. Several corners and bottoms of corners of the resurfacing material have come unglued, too... I have re-glued all the edges that have come unglued, but the resurfaced material has shrunk in some areas, and when it is glued, it will be short of covering. I would have been better off paying to have all our cabinets built rather than resurface them.
ONLINE -- Don't do any business with Sears. They make your life miserable. Ordered treadmill online with delivery and installation and scheduled for December 5, they delivered on that day but did not install as they could not do installation on that day. So it was rescheduled on a date week later. Again the delivery team said that they were not communicated by the customer service so they did not show up on December 12 and rescheduled next day.
On Dec 13 no one showed up. Spent 4 hours on the phone with customer service, every single customer service representative kept saying that they left the voice message to the delivery team and we will get a call from them. Until now we did not receive any call from them and we are not sure whether they install it or not. Anyway we have paid and we have the proof and know what to do next. Worst customer service and delivery team from SEARS. Never do business with them. They make your life miserable.
ANYWHERE!, TENNESSEE -- BUYER BEWARE! SAVE YOURSELF the headache and DON'T BUY from Sears! Purchased a mattress set a Sears Outlet. Tried to use warranty as TWO mattresses are defective. Got the run around from Sears for 3 MONTHS! Today was told mattress has NO WARRANTY because everything at Sears Outlet is clearance and has no warranty.
Called Sears corporate and was told by ** # ** this "is not true unless Outlet can prove you bought on clearance and your receipt does not indicate this," and we have full manufacturers warranty. Our mattresses were not bought on clearance. ** said we had to go through "Store Manager **" and Outlet Store MANAGER ** # ** explained that ALL SEARS OUTLET PURCHASES have a 60 day "RETURN POLICY" and that "NO WARRANTY IS HONORED" and "Sorry for your inconvenience." NOTHING on receipt says we void our manufacturers warranty.
Sealy has a specific department that deals with Sears Sealy defects - they send you back to the outlet where purchased! Have purchased countless appliances through them for rental properties over the years - NEVER AGAIN. Have been lied to and mislead by Sears mattress returns and we will not be doing business with Sears again after this experience. We should have read other peoples complaints and never purchased with them! CANCELING SEARS CREDIT CARD and NEVER PURCHASING with them again!
SEARS adding insult to injury. On the evening of December 2, 2014, I received a telephone call from "Manager Jerry" Employee #851. Jerry explained that his "District Manager wanted him to call and that they were going to figure out a way to help me." Jerry asked for my receipt information on my defective mattresses. I told Jerry I was happy to email or fax him. He said he "just needed the numbers from it and would call me right back. " I gave Jerry this information and now, as of 5 days later, on Sunday, December 7th, 2014, we have heard nothing from Jerry or anyone from Sears. I was supposed to hear back from a District Manager by Thursday, December 4th, 2014 as I called requesting to discuss this and customer service told me a "District Manager would call me back within 48 hours." Emailed the Sears employee above, Brian. NO RESPONSE FROM SEARS. They should be ashamed of their "business" practices.
I own a Sears stackable washer and dryer that was purchased on 1/18/13. In the 9 months that I have owned it the unit has been out of service for 8 weeks and it is still out. Do not buy any of their equipment if you expect any sort of repair service. Sears has outsourced their service program. You call and wait for service. They drop ship parts to your house and then they schedule to come back to install. If the parts don't arrive you are out of luck. This has taken 3-4 weeks or more to go thru. No one can service this... STAY AWAY FROM SEARS! I am stuck with lots of new equipment that has issues and poor service..
PENNSYLVANIA -- I had an eye exam and bought glasses. First, she did not finish the exam until I ordered glasses. Then they did not include pupillary distances on the RX nor axis numbers. I asked and was ignored, I went back and was told by two employees it is company policy that they do not give out that info so you can't buy glasses or makes it difficult to but glasses online.
I e-mailed Luxottica and Sears to no avail. I checked with Highmark and the PA AT&T general's office and both said these were bad business practices and if not resolved (RX) illegal. Stay away from any Luxottica business, Sears, Pearle, Lenscrafters, Sunglass Hut and many more. Whatever happened to anti-monopoly laws?
BRIDGEPORT, WEST VIRGINIA -- My 85 yr old mother bought a new refrigerator from Sears. When they came to install, they told her they couldn't because she needed to hire a plumber to connect the water. She paid for old refrigerator to be removed. Instead, they left her new one in the garage and her old one in place. I had to complete the install in the evening. They are lazy and look for any reason not to do their job. Don't buy from Sears. If you do, you will only slow their demise and allow them to bother more people with awful service.
GOLF MILL NILES, ILLINOIS -- If you're thinking about purchasing DieHard Work Boots. Check out the reviews on their website you'll be shocked. I cannot believe they would put their name on such a inferior work boot. DieHard Boots were in my opinion the best work boot's in the industry, comfortable, priced right and they went the distance and were Made in the America. I was disappointed to see they were being made in Korea. Still purchased them and they were a quality product. The leather uppers would wear out before the soles. I was very disappointed to see they were being Made in China. Still purchased them and that's when everything changed.
Bought 2 pairs at the same time. Wore one pair for over a year and retired them. Took the other new pair out of the box. The soles of these were a little sticky. Wore them for a short period of time less than 3 months. The soft composite material that the sole was glued to literally crumble apart. I work for a home improvement company and I'm in customers homes. I had to pick up the pieces of my boots threw out this house because they started to fall apart. (Thank goodness for duck tape.) I was embarrassed to say the least.
And to add insult to injury, I took the defective product and I sent it registered mail to Sears Holdings Corporation in Hoffman Estates, IL to the former CEO Mr Louis D'Ambrosio. They received it and I never got a response. Sears 90 day warranty for shoes and boots is worthless. I've stopped purchasing footwear Made in China because it's the poorest of quality. High profit margins for them, poor quality boots and shoes for their customers.
I will not purchase new boots 2, 3 or 4 times a year that would be nuts. It will be far less expensive to purchase American Made boots. I purchased a pair of boots from Farm & Fleet back in 2009, though I didn't the way they looked. Dark brown with a black sole. I prefer the buck skin color and the lighter sole. They are Made in the U.S.A. and have lasted.
AUBURN, MASSACHUSETTS -- I received a pair of gold hoop earrings as a Christmas gift. I don't wear them every day, and I am very careful with them (off OR on). I was putting them on yesterday, when one hoop snapped into two pieces (later discovered there was another crack in the same hoop). I took the receipt and the broken earrings to the jewelry counter. The clerk looked at my receipt and showed me the return policy listed on the back - 90 days… but my earrings are broken… the hoops shouldn't snap in half after six months.
Called the manager over. He did the same thing, showed me the return policy on the back of the receipt. He told me if I had purchased the 'care policy', I would have been covered. I reminded him that I received them as a gift. Told me there was nothing he could do. I said to him, "it's too bad you opt to lose a customer instead of giving me a store credit to keep me happy." I asked for the corporate headquarters phone number. They wrote it down and I went on my way.
I dialed the number they gave me. At the other end of the line, I was told to press the star key, and I would get a text. Oh, I got a text alright, the text told me I would be charged $9.99 for a locator service, unless I replied STOP. WTH? I immediately called the jewelry department and told them about the number they had given me. She offered to transfer me to the office. I spoke to someone in the office, who asked me what the number they had given me was. Come to find out, they had TRANSPOSED the digits when they wrote it down. UGH! I told the woman in the office that if my cell phone is charged, she will be hearing from me again.
I proceeded to look up the corporate number online. The first time I got through, the woman asked for my name. No sooner had I told her my first name, and the call was disconnected. Great. I called right back. The receptionist said if I give the next CSR my phone number, they can find ** - the CSR I was speaking with. Ha. After 10 minutes of waiting, a CSR picked up. I told her I had been disconnected. She said, "there's no way we can find out who you were speaking with"... "funny, the receptionist said you could." Anyway, I didn't want to fight that battle, they were already on strike two.
Once again, I told the CSR the story of how the manager told me there was absolutely NOTHING they could do - even with the receipt in my hand. She told me she would submit my complaint and the department that handles complaints would look into it. Oh, and she'll send me a $10 gift card for the phone number hassle. GREAT. Too bad I'll NEVER shop at Sears again! If/when the card arrives in the mail, I'll be cutting it to pieces and sending it back.
My issue isn't really resolved. I have a broken pair of earrings - which is embarrassing to the purchaser, and I've got a bad taste in my mouth - they wouldn't even settle for giving me a store credit. Even with the receipt in my hand. Ridiculous! So if I hear from the complaint department, I'll be very surprised. In my opinion, the CSR may as well have said she was sending it to the dead letter department.
I stopped shopping at Sears about 15 years ago, after a horrible experience in the photo department. I wrote a letter directly to the president of the company back then, expressing my displeasure with the photographer and that day's experience, and never heard one peep back. Stores that don't respond to complaints don't get my business. And to Sears - just remember - bad word of mouth travels faster than good.
SAN DIEGO, CALIFORNIA -- If someone hasn't had a chance to read my previous complaint regarding my purchase of a defective refrigerator from Sears Outlet, it's not a big deal. Here is the bigger issue: I wanted to return it immediately, but I was told that appliances bought from Sears Outlet are subject to repair only, unless a Sears Product Repair Technician determines that the appliance is not repairable!
Oops! I wish I knew it before I bought it. Let's go ahead and take a look at some legal issues. It might be very useful for everyone: “California law requires that retailers who have a policy of not providing a cash refund, credit or exchange when an item is returned with proof of purchase within 7 days of purchase must inform consumers about their refund policies by conspicuously placing a written notice about their policies, in language that consumers can understand, so that it can be easily seen and read.
The policy must be displayed either at each entrance to the store, at each cash register and sales counter, on tags attached to each item, or on the company's order forms, if any. A return policy printed only on a receipt, for example, is not sufficient. If a store violates this law (California Civil Code section 1723), the purchaser can return an item for a full refund within 30 days of purchase.” (Copied from California Attorney General's Return Policies webpage)
Unfortunately, at Sears Outlet, I did not see any sign regarding their Return Policy - neither on the item, nor at the cash register or entrance. None of the employees ever mentioned the terms of the Return Policy to me. I believe that Sears Outlet Return Policy sign must be written something like: “Sears Outlet has a policy of not providing any refunds or exchanges unless a Sears Product Repair Technician determines that the appliance is not repairable" or "The sales are final." Is it understandable? Yes, it is, but it was not there.
The part of my receipt which called the Customer Solution Commitment states: “Return Policy-Satisfaction Guaranteed or Your Money Back. We will be happy to accept your ‘In Warranty' returned product after a product Repair Technician has determined the product is not repairable… Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging.”
First of all, it is not clear what is going to happen if product is repairable. What if I don't want it to be repaired? I am assuming that as soon as their goal for me to be completely satisfied I have a right to simply return the product according to their own Policy, even if “Sears will not be happy” to accept my returned product after a product Repair Technician has determined the product is repairable.
Sears Outlet sells the previously returned items. Of course, it's in their best interest to get rid of this items under any circumstances. That's the point of the Return Policy they have. Besides the fact that I've never seen Sears Outlet Return Policy anywhere but on my receipt, I was not even able to understand the “language” they used. Sears Outlet Return Policy written on my receipt is vague in order to keep their customers in the dark.
If I would have known the real terms of Sears Outlet's Return Policy, I would never even entered the store! In cases like mine, most people will give up and keep the item they bought. That's what Sears is counting on. I am not going to. I believe that my rights as a consumer have been violated as well as California Civil Code.