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.
Social Media Moderator
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.
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.
Social Media Moderator
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.
This to warn everybody who is thinking of any home improvements such as windows, furnace or central A/C, gutters or roofing. My advice to you is to avoid Sears on everything. Please go with local contractors which are cheaper or Home Depot or Lowes (but be careful because they sub contract too, just like Sears.) My parents and I have always used Sears for everything from appliances to home improvement. (Carpet, furnace, washer, dryer, freezer, refrigerator, microwave etc.) I have purchased tools, snow blower, lawn mowers, lawn edger, etc.
But here is the problem from being way more expensive then local contractors, Sears customer service sucks. I fought with Sears for 20 yrs. to get them to replace 3 windows under warranty. I fought with Sears customer service and blue ribbon social media team (they said they would get back to me and never did) on damage to my house from improper installations of appliances and crappy workmanship. We had gutters installed - they leak.
I really used to like Sears but as of now I have given up on Sears. In fact most Sears appliances have been replaced with new ones from other stores. Home depot and Lowes isn't the best but I have been treated pretty good by the Home depot team on certain complaints they have taken care of me above and beyond anything Sears ever did. Sears once they get your money, they ignore you. It's a shame Sears at one time was a good store but now they are one of the worst.
LAKELAND, FLORIDA -- 7/22/2015 - Had a Sears refrigerator repairman out to repair ice maker. Repairman immediately went into warranty sales pitch. After declining the warranty he became rude and belligerent. He finished the repair and presented the bill for $342.15. I counted out that amount for him in cash and handed to the repairman. He then states that he couldn't accept cash as payment. I stated "you have to be kidding me". He says no cash. He could only accept credit, debit cards or money orders. I told him it was cash or nothing.
Then he states he would accept cash, but I would have to pay an additional $2 so he could purchase a money order. I gave him the additional $2. I have never heard of such crap! Rest assured Sears will never get my repeat business for service or purchases. By the way - they accepted over $3000.00 in cash when we purchased our appliances at the store!
UTAH -- Purchased high line mattress from Sears. Over the 47 years buying various products products from Sears we felt satisfied with the quality. Until the mattress purchase. Wow. Unbelievable. After 2 months we had 2 In. Sags on each side where our bodies laid forming a huge hump between us. Really quality huh!!!! Contacted Sears about their warranty. Wow! They can't help. They give you number to call. No idea who we were talking to but surely not the Sears salesperson that made promises to us about previous customers being greatly satisfied.
Well after experiencing the worst mattress you could imagine we called the number they gave us. They assured us after pictures of the sags and humps using a straight edge they agreed to help. Not Sears mind you but the person whomever they may be on the other end of the phone. So back to the Sears store reluctantly with no chance of refund only to choose another mattress.
Again we asked "please be truthful, what is your best mattress." They showed us and we agreed to try it. Really another 300.00 after all the grief? We had no choice as we didn't want to lose our original investment. Two months later same thing. Congratulations Sears you lost a lifelong customer. Tired of jumping through hoops and never being satisfied. And I can't help but wonder how many more will choose to do business elsewhere. Shame on you!!!!!
MINNETONKA, MINNESOTA -- What has happened to Sears? I have purchased many, many appliances in the past - and received excellent service. But that has changed drastically.vWhat has happened to Sears? We purchased a washer and dryer at the Ridgedale MN store one week before we needed installation. We stressed the date we needed delivery and were assured we would receive delivery and installation on that day. The appliances arrived, but could not be installed because the correct parts weren't provided to the installation company by Sears.
That day we started calling Sears at 11:15 AM to be sure installation would be made same-day or at least the next day. Fred did not communicate with the installation company or with us. We visited Jessica - the appliance manager who promised to call us the next morning. That did not happen. Now - after an out of town 6 day vacation and house guests arriving today - we have no washer/dryer. What has happened to Sears?
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!
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.