Sears - Page 4

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1.2 out of 5, based on 207 ratings and
814 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 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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No Customer Service
Posted by on
Rating: 1/51
LEBONAN, PENNSYLVANIA -- About a year ago I bought an Electric stove at Sears, just a few months later the computer caught on fire and I had to quickly throw the breaker, when I called Sears they told me that the repair parts would be free but that I would have to pay A $160.00 service fee. I argued about it to no avail, so I junked the stove and bought another one from Lowes.

Now about 6 weeks before Xmas I bought a ring for my wife as an Xmas present with my credit card which I was told had to be special made for the sizing. I said that was OK as long as I had it for Xmas, they assured me that it would be no problem and should be in within two weeks, they would call when it came in so I paid for it with my credit card.

Three weeks later I stopped in and they said it was in, I ask why they hadn't called and was told they thought they had called, well when I looked at the ring it was still the same size 7 and had never even gone out, this upset me and I again ask if it would be ready for Xmas and again I was assured it would be.

Well two weeks go by without a phone call, so I stopped in and no one even knew where the ring was and thought it was not yet returned, so seeing that Xmas was just around the corner I told them I couldn't take the chance of not having an Xmas gift for my wife I wanted my money back. The clerk said she had to get the manager and he told me the refund would have to be put back on my credit card. I told him that was not expectable since I needed to get another present for my wife and that the money would not be on my card for a week or more and that my records showed they got their money five weeks ago. He in turn said he would have to get his manager who told me the same thing and he stated to get loud and threatened to call the police if I didn't be settle down and leave because he couldn't give me cash.

When I got home I called Sears headquarters and told them what had just happened, I ask for a manager and was told he wasn't in at the time. The clerk told me she was very sorry and would tell her manager who in turn would contact me to make things right. Just minutes later I had a message on my E-mail from her to her manager stating what I had told her and further read case closed.

With that I immediately called her back and ask her what she meant by case closed. She in turn said it would be handled internally. I said she had told me her manager would call me to correct things. Now she tells me I misunderstood, as they handle things internally and that they don't inform the customer how it is handled.

Well I am not that dumb, I realized that I had just been blown off!!
Then when I went on their web site I realized that the manager she had quoted, no longer even works for Sears. This to me is a shame as I had always liked Sears and thought highly of them. But now in my opinion they are worthless and I have since closed all my accounts and credit cards with them and I would never again be caught dead in Sears or K-mart which is owned by Sears. So BUYERS BEWARE!!
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SearsCare on 04/07/2013:
Dear schmittyF,

Thank you for bringing this to our attention, we apologize for the negative experience with your stove and ring purchase. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your needs are met to your satisfaction. At your convenience, please contact our office via email at so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (schmittyF) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Mario G.
Social Media Moderator
Sears Social Media Support
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Steer Clear Of Sears!!!!!!!!
Posted by on
Rating: 1/51
MONACA, PENNSYLVANIA -- I purchased an elliptical machine from Sears store. It took over a week to deliver it which I paid good money for the delivery. My delivery date was for Fri the 15th with a window from 1pm-3pm. I received a call at 5:59 am from the delivery team asking if there were any bends that they would have to go around and if so let them know so that they could bring replacement parts for the pieces they break!!! I was not very happy that they woke me up to ask such a stupid question, but mind you they were not coming until that afternoon. I received a call around 9am stating that they would be here within the hour. I explained to them that I had to leave and wouldn't be back til around 12 which was still plenty of time before their 2 hour window. I was told that they has 2 customers cancel and that if I wanted my elliptical that I would have to meet their times requirements. So I agreed because I really wanted the machine and I figured that if they came early I could run my errands after they left!!!!! They arrived and took another 45 minutes to build the product in my driveway. They left without making sure the product worked. Placed several calls to get them to come back and I was told they couldn't give me an arrival time but that I had to wait until someone arrived. 1 driver finally arrived at 4 pm to assess the machine and it was defective. There is no power going to the elliptical. The driver called Sears customer solutions who stated that a technician would have to come out and look at it but couldn't give me a date. All I was told is that it would be a few weeks. I was not happy so I told them to come and get the machine and I would take my business elsewhere. The customer service representative was OK with this and told the driver that they have other customers so she basically didn't care if I returned this product which I paid $932.00 total for. I was told they would come Monday to pick up the new machine. I had a chance to think about this over the weekend and I really want the elliptical. So I called customer solutions back and asked if they could do an even exchange on the same day so that I didn't waste 2 more days fooling around with Sears and the amateurs that they have working for them. The representative stated that he could get here on Wednesday, March 20th. Unhappy but I agreed. He said I would receive a call Tue evening with a time and I specified I needed an afternoon appt. He placed me on hold to note my account and said that everything was set up and good to go. It is now the 20 th and I'm waiting on Sears. No phone call and no Sears. I called customer solutions and they have no note of my delivery for today but stated that it was set up for Sat!!!!!! So yet another day wasted and no errands ran. Called Sears at the Beaver Valley Mall where I made the purchase. Spoke with the asst mgr who basically was so rude and arrogant and told me that if I was more flexible that I would have a new machine. How much more flexible can a person be. They are not willing to do a refund until the product is picked up. How can a product be picked up when you ppl can't even perform data entry correctly and your dates straight. But yet I paid them over 2 weeks ago but it's OK for them to have their money but I'm still stuck with a defective product. Please spread the word about this particular Sears and I would advise people to order their products directly from the manufacturer and wait the few extra weeks cause they will experience the same wait if not longer from Sears.
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SearsCare on 03/21/2013:
Eliezajac, I'm sorry for any inconvenience and frustrations you are encountered with the delivery of a working elliptical and the customer service experience. My name is Edwin and I’m with the Sears Cares Social Media Support team. We'd like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and put an end to your frustration. Please send the following information – contact #, screen name (Eliezajac) and the phone # used at time of purchase to Again, we apologize and we hope to speak with you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
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Think twice before you order on line from Sears
Posted by on
Rating: 1/51
LOVELAND, COLORADO -- Folks -- a word of caution: think twice before you order something from Sears.
I placed an order for my daughter's birthday present. The items received were nothing like the picture. They were totally unacceptable, in color and quality, especially for the price. My daughter inquired as to the return policy and followed the directions required by the merchant, Pea in a Pod, with whom Sears contracts. It was delivered on the 3rd of October. On the 15th of October I called Sears, customer service. The person I talked to was curt, sounded surprised, and checked the status of the item after I gave him the tracking number, etc. He confirmed it was received and stated since I was calling and since I was calling and "notifying" Sears of the return, I would receive my refund in 3-5 business days.
On the 30th of October I had to call Sears customer service once again to inform the agent I still had NOT received the refund. Again after giving the order number, and the tracking number of the item returned, I was told it was MY job to call Pea in a Pod, and ask for the refund.

I called them and because of the storm (NY) they are not taking calls and I don't know when I will receive the refund.

I find this manner of doing business totally unacceptable. I returned the item and I expect a refund without waiting a month and having to make numerous calls. I will never use Sears again to place an order nor will my daughter.

Email: I received from Sears after notifying them of the fact I called the merchant. "We have checked your order details and currently, our Merchant is working to issue a refund. You should expect to receive a response from us within 11/08/2012."

It is the 10th and I have not received a refund. I have run out of patience. Looking at the Facebook site, I am not alone.
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copper_works_ on 11/11/2012:
We call the MarketPlace the FleaMarket.
Buyer beware.. when ordering from the flea market.
You might want to call you credit card company and file a dispute. If you used a debit card that has a Visa or MasterCard logo call your bank.
lilmissjen on 11/11/2012:
Your complaint should be against A Pea In The Pod. You did not order from Sears. It is not Sears' job to call A Pea In The Pod if that's who you actually ordered from, it's your job. They can't act on your behalf when the order and billing info are in your name. Who charged your credit card, A Pea In The Pod? And remember, it can take up to 2 billing cycles for a refund to show up on your credit card statement.
copper_works_ on 11/12/2012:
No, actually it is Sears that charges the cards. Pea in the Pod did not do the charging on the credit card, Sears does in the MarketPlace/FleaMarket.
lilmissjen on 11/12/2012:
Well then this is a helpful review because it highlights the importance of ordering direct and not from a marketplace/middleman.
SearsCare on 11/27/2012:
Dear nwells07,

My name is Kiera and I am a part of the Sears Social Media Support Team. I would like to express my sincerest apologies for the troubles you’ve encountered with your online order for your daughter’s gift. We can understand why you are disappointed after receiving merchandise that was lesser than the quality you expected. In addition, I am so sorry that we didn’t provide you with the quality of customer service needed to rectify this matter. We would like to contact you and further assist. At your convenience please contact our office via email at so you don’t have to be upset by this any longer. In the email please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (nwells07) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Kiera J.
Social Media Moderator
Sears Social Media Support
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Last Generation of Sears Appliance Customers
Posted by on
Rating: 1/51
SANFORD, FLORIDA -- Sears has been a disappointment to my family these last 2 years. We redid our kitchen in 2010 and purchased Sears brand appliances (Kenmore) and their warranties. The double door refrigerator had to be replaced within the first 3 weeks because the water dispenser had a drip that wouldn’t stop. It took several calls before Sears would admit that it was a problem and agree to swap out the refrigerator.

Then the glass top on the stove broke. This they however responded to without too much problem. We also used Sears to put in a new AC unit. Well this was a comedy of errors (or should I say a tragedy). The installers were unprofessional and didn’t even call in the inspector to sign off on their finished work. The unit they ordered was too big for the space of the unit they replaced. They had to reorder and we were left for a day with no AC unit and a gaping hole where the old one had been. They had to make a bigger hole in the house for the air handler and the vent hole grill that they put in still looks like a rough job, not professional at all.

The fun continued with the fact that a few months after they did the work, work that the inspector was never called to sign off on, we had to call them again because we couldn’t get any heat as the weather got colder. The repairman who came remarked that the installers had failed to hook back up the heating element. He couldn’t do it because he needed the other work to be approved first before he moved on. So we, months after the installation, contacted the inspector who immediately lectured us about not having the AC unit inspected before use. He pointed out that the wrong type of piping was used in the installation. The repairman was now charged with obtaining the right type of pipe and redoing the work of the installers.

He then informed us of how much it would cost for him to obtain a part that was not covered with the heater and install it. At this point we just had him bring the AC installation up to code, so the inspector could sign off and hired a local guy to get the heater up and running. Fast forward to 2012, we have now had this AC for only 2 summers and the fan motor needs to be replaced. So out comes the warranty. Yes it’s covered, and the repairman tells us that he has ordered the warranted part and it will be delivered to the house and then he will return to put it in to the tune of over $300. My husband and I decide to use our local guy who says he can put in the part for $100. However when we call Sears to check on the part we find out that they will not give it to us unless we agree to have their technician put it in. Basically it is extortion.

We have paid for a warranty and feel we are entitled to have the part we have paid for. If we choose to have someone else install it and Sears doesn’t want to uphold the warranty, then that is on us. Sears continues to be consistent in its poor service repair department and their poor quality appliances. It has now sunk to a new low in our opinion as it began to extort it’s loyal customers with its warranty policy and the ridiculous per hour charge for repairs. It is disappointing to know that this is the last generation of my family that will purchase or recommend Sears for appliances. And we would never recommend buying any of their warranties; they only overcharge you and extort money for what is rightfully yours.
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trmn8r on 07/03/2012:
Another Sears success story!
onlooker on 07/03/2012:
Is your warranty dependent on Sears doing the servicing? If someone else does it do you lose all future protection? Not necessarily a smart move..
Sears does not not make anything - demands for profits and pressure from costs - due many issues killed off Sears own work or control over work / merchandise made years ago.
Each item comes from some factory somewhere...and it aint Sears. Part of the cost you incur is to ensure that you have the part you need when you need it...not the we change models each year so we can't repair your fridge, A/C, washer etc.
Yes it is frustrating, and when the Sears installers screw up - follow up on it. Your problem is with bad service that you were required to use. And Sears needs to know about that.
ok4now on 07/04/2012:
Sears was once the gold standard in appliances and customer service. Sadly this is not the case today. They recently closed 135 stores and are on the brink of bankruptcy. Their appliances have a high failure rate and their customer service is in the toilet. Do NOT buy any appliance from Sears, you will be sorry!!
tnchuck100 on 07/04/2012:
I think the OP has the correct term: Extortion. Sears knows they are losing customers like water over Niagara Falls. They are trying to 'extort' all the money possible before going belly up.

It won't be much longer.

BTW, this is NOT a compliment.
SearsCare on 07/04/2012:
To aab_thomas,

I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with the central heating system on your home. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and we would like to assist.
My name is Dianne with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the siding was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (aab_thomas) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
Wank1 on 07/06/2012:
Been waiting on hold for 1 hour waiting to schedule my annual tune-up on my heat pump that you get with your Master Protection Agreements. Recorded message from Sears keeps saying you can do it on-line, but the website says they do not provide services in my zip code (I guess a city of 100,000 is to small for them). Finally got someone only to hear they have subcontracted all service in my area, subcontractor called me to schedule an appointment "some time in the next 3 days". So much for the modern age.

So now some strangers from 60 miles will be driving hear to provide the service... Not very green.
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Don't use Sears installation anymore
Posted by on
Rating: 1/51
FAIR OAKS, VIRGINIA -- Our garage door opener stopped working. We went to Sears Fair Oaks, VA, got their advice on which replacement to order, bought it and paid for installation.

The Sears installer came when my less-technically gifted wife was home alone. After he installed the unit, he tried to sell her new rollers for $225 (on a door that is high quality and not that old). When she told him that exceeded the cost of the install itself, he said well we can give you a discounted installation cost of $175. Feeling something was wrong, she refused.

After he left, we realized that he had blocked our only attic access door with the physical mounting location of the replacement unit. This is unacceptable of course.

This is when we hoped Sears would step in and correct the problem. They sent more installers out many days later who said we would need to replace the unit to use our attic door; the unit installed could not be moved. They then tried to leave telling us to call and schedule another team to remove the old unit. We told them this was ridiculous and insisted they stay and do the work they were qualified for, without locking us out of our attic another week. They said they could not without office permission.

We then started the process of trying to get a person on the phone to grant permission. The installers were not happy with all the wasted time wading through phone menus trying to get to a real person. Welcome to what your customers have to deal with Sears!

Finally someone granted that permission, and they removed the opener and left it on our floor to drive back to the store.

In the next phase of the Sear’s bureaucracy, we were directed to call “Customer Solutions” in Central Texas, where representative 80720 told us she could process the return of the hardware, but not the installation cost. When we pressed her to acknowledge that a bad installation should not be our responsibility, she said we had to drive the removed unit to the local Sears and ask the General Manager to refund the labor portion, then call her back to get the materials cost refund. She said she was powerless to help even though she insisted she was the ultimate in Sears’ customer solutions. Her policies and procedures prohibited her from talking to the Sears store and getting the labor refunded. It was like dealing with two different and fueding companies. It’s amazing that Sears puts their customers through this.

Bottom line, do not use Sears for installations anymore. They have engineered a process that eats your precious time away, tries to get more dollars out of less knowledgeable buyers, and in the end doesn’t provide the service once standard at Sears.

We just went to get replacements for our washer and dryer today, and spent $1800. We excluded Sears from consideration because of this. Pass the word! Sears is no longer a good choice for appliance installations.
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Alain on 06/29/2012:
Just for good measure, you can file a complaint about this at (it's very handy that Fairfax has its own consumer protection agency) and also (somewhat less responsive, but official, nevertheless)
tnchuck100 on 06/29/2012:
Sears has earned their PhD in poor service.
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Do Not Hire Sears for Home Improvement
Posted by on
Rating: 1/51
NJ, NEW JERSEY -- We've been having bathroom remodeling since mid-March, but it's still not done (Now it's the end of May);

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

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

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

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

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

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

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

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

-We failed city inspection due to the poor plumbing job

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

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

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

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

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

Elaska on 09/08/2012:
imp3400 on 03/23/2013:
I know exactly how you feel. I had a furnace installed and contractors never installed chimney liner for 6 months then when they did only vented furnace and not hot water heater. So I have ruined ceiling, paneling and moisture seeping through walls.Don't hire Sears for furnace installation or windows. Customer service is poor and work is horrible. And I have found these Sears care people don't get anything done either. They offer useless 20% discounts on next purchase but when you have hundreds and into 4 figures in damage. that is sad. That a company treats people this bad. Not he same Sears I remember when I was a kid. It is so bad it is hard to describe. Just sad you can't get service and horrible when all they offer you for your trouble is I'm sorry. Ridiculous.
Michelle Porter on 06/18/2013:
I have been dealing with Sears for the past four months due to a bathtub installation job. Days after having my tub installed, cracks appeared. Sears is denying any responsibility and will not honor the product warranty. In addition to not returning phone calls and emails, they have resorted to lying. I now put everything in writing. I will fight Sears on this until I get they take ownership. Please, everyone that is listening, "Do not do business with Sears Home Improvement. They are incompetent liars who overcharge and do not deliver on customer satisfaction." Also, if you have a bathroom story, I would love to hear about it!
Sears Cares on 06/18/2013:
Michelle Porter,
My name is Liz and I am a part of the Sears Social Media Support team. I saw your comment today and wanted to reach out to your to offer our assistance. We are very sorry to hear that you had such a disappointing experience with your bathtub installation. Please be assured that this certainly is not the level of service we strive to provide our customers. From your post we can see that we certainly have let you down. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things around. At your convenience, please contact our office via email at so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the installation was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Michelle Porter) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Jojo wang on 07/02/2013:
Thanks guys, was thinking to give a try but after see what happen, never mind
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The Worst Experience!
Posted by on
Rating: 1/51
GONZALES, CALIFORNIA -- We called Sears to give an estimate for our flooring needs. From the start the assessment went wrong! The "salesperson" should up an hour late. It was already a evening estimate so one hour late made it 7 pm when he finally arrived. He remained at our house for 2 hours and 15 minutes, which would have been fine if he had showed up at the time he was supposed to. While he was conducting his "professional" assessment of our flooring needs he excused himself to use OUR restroom. Only to proceed in CLOGGING our drain! He came out of MY restroom asking to use a plunger! If that was wasn't bad enough after that he proceeds to ask us if he can call his wife... don't mind the time or the fact that we wake up early to go to work... he excused himself and went outside to talk to his wife. After he came in we asked him to leave and call us with a quote as he said the remaining time for the estimate could exceed a half hour more. Before I could go to bed I had to clean our restroom as I have a 9 year old daughter and do not like that a stranger sat on our toilet. The following day we received no telephone call from him. He came to our house for the assessment on Thursday. On Tuesday morning as I was cleaning my bathroom I picked up my toilet bowl cleaner (the one that sits in a little cup like holder)and as I picked it up something dark and watery splashed on my wall. Inside the cup holder was DIARHEA! the dark wattery stuff that splashed on my wall was FECAL MATTER! I AM INFURIATED! In my own home I had to clean up someone's fecal matter. I immediately called the company headquarters. I did not receive an immediate response even though I told my story to the person answering my call... since I had called several times and left several messages. When I finally did get a response it was from a manager from a different area and after I explained my situation to him he offered to get in touch with the "sales persons" manager. This was on a Tuesday. I finally made contact with the manager and explained my complaint. He apologized and asked me what he could do. Since we hadn't received a quote still I asked for a quote. HE offered a discount I didn't ask for one. He said he would get the numbers from his "salesperson" and call me back the following day. Wednesday came and went. On Thursday afternoon I received a message from him indicating the flooring would cost "approximately 7500.00." The original request was for 2 areas of my house. He only provided me with one area. I thought that if you ask for an estimate you receive exact numbers... not an "approximate" number... I returned his call early Friday morning explaining that there was the second area that was missing. Although I called early morning I received no call back from the "manager" indicating he was working on it or that he even received my message. On Saturday morning I called them to advise that I would not be using their services!
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Venice09 on 02/04/2012:
As horrible as it all was, I think it was a blessing in disguise. Get an estimate from a local flooring business. You'll get a better price and personalized service because they'll appreciate your business.
ok4now on 02/05/2012:
Sears and Empire are the two worst places to look for flooring. The sales people (high commission) use pressure tactics to get you to sign then junk material for the job.

Venice said it best. " Get an estimate from a local flooring business." These people do it right because their livelihood depends on it.
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Nothing but Aggravation to Buy from Sears
Posted by on
This holiday season I've made numerous purchases on the Web and the unsatisfactory experience from some big-name retailers prompt me to share my experience here. In this day and age of mature e-commerce technology, I'm so frustrated by the dismal ability by some companies like Sears to attain a decent customer experience that there are really no excuses.

Sears is one of the worst. I've actually written here before regarding their non-existent inventory tracking system (under Sears > Communication Issues although Online Ticketing is just as valid a category to place it in). That was a couple of years ago and I don't know if they've improved their system on inventory data.

• An order was placed on 11/12, order confirmation states that the items will arrived at local store to be picked up between 6 - 8 days.
• Two weeks have passed and no update is provided in my order details page, no tracking info, and no email notifying of the delay.
• Contacted two customer service agents on 11/28, one told me the items need 3 - 4 weeks time to process (although the item details page has NO mention of the lengthly processing time); another told me the items arrived at local store on 11/16.
• Called store and confirmed they had the items. Went to store on 12/2, waited for 78 minutes and items couldn't be located. Store's computer isn't equipped to show when items were received or whether the items were ever received or if they even have the items.
• Contacted Sears webcenter email address on 12/2 and received 2 emails on 12/3 at night and a few hours later on 12/4 in the early morning. One indicates the package was signed for by the store on 11/16; the other says the package was returned to sender and that a Research Specialist will contact me.
• On 12/4, a little after 12 pm ET, a female agent from Sears called. Either she did an overnight shift and was delirious or she was calling from some Sears overseas outpost because the first thing the agent said was "Good evening." She didn't ask for the person whose name is on the order. My roommate answered the phone and she was confused when someone just started talking about an order. The agent said they would be sending the item to me and then she asked in a tone that suggests she couldn't wait to get this done and she is in a hurry to leave, "You still want it, don't you?" I hesitated a little since I was taken aback by her question, why wouldn't I still want what I ordered and paid for? I wouldn't have complained if I wanted to cancel the order. So, I said yes but then I reminded her that I ordered 4 items, not just the 1 item she said she would ship. She then said, "oh, they didn't tell me that," and proceeded to put me on hold, when she returned, she accidentally disconnected the line.
• After waiting for a hour and a half when she didn't call back, I called Sears and connected to I believe another overseas outpost because of the accent and after explaining the whole sorry saga, I was put on hold and the line was then disconnected, AGAIN!

What I learned from this fiasco is that Sears' operation is inconsistent, to be charitable. Sure, when things work, it works well but when things go wrong, they simple have no organized, centralized, and systemic ways to deal with the deviation:

• I am pretty sure Sears' policy is not charging customers until the order has shipped but they charged my credit card right away.
• The computerized system at the local store is antiquated and doesn't track incoming or outgoing packages.
• All those overseas outposts have faulty telecommunication system, when they put you on hold, the connection drops.
• After your phone connection drops, the agent doesn't call you back so customers just waste their time and accomplish nothing.
• Seems like they've different departments handling customer complaints; however, not all info is logged into one central space, so no one has a complete picture of what has transpired.
• Not all departments access the same information. That's why I received all those conflicting and different info. This is assuming any of the information is correct. They could be all wrong info, who knows.
• Agents either don't have access to the latest info or they're too unmotivated to dig deeper into a problem. Like that last agent, as soon as he realized I received an email already, no matter he doesn't know what the email says, he refused to look into the problem anymore.
• Whenever a company misses a delivery date and missing that date for 3 weeks, I expect the company send a replacement order out ASAP. It seems to me I'm waiting for Sears to do an internal investigation and find out what happened to the package. It doesn't matter if Sears shipped it, lost it, someone stole it at the store, returned it, none of that is a customer's problem.
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SearsCare on 12/08/2011:
Dear Tantris

My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance. I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. We would like to talk to you about this situation and see what we can due to make it right. Our department Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.

At your convenience, please contact our office via email at so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Tantris) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support

Tantris on 12/11/2011:
An update on the way Sears handle customer's problem after I sent an inquiry to the so-called "Escalation Team" on 12/6 since they advertised themselves as being able to resolve problems.

I received an email on 12/7 at 10:23 am telling me they've assigned a "Case Manager" to look into this. I expect them instead to immediately send me the items I ordered and paid for almost month ago. They lost the package, didn't send me an email to pick up the items, returned the package, everything they could screw the order up, they did and yet, no resolution. Not only that, they say this Case Manager will contact me in 24 Business Hours! Well, you've to give them credit for delaying doing anything constructive and come up with something that sounds good but it's just as bad. I guess that depends on how long their "business hours" are, 8 hours a day will make it Friday 12/9 which is exactly the last day I was promised by another agent to have a "Research Specialist" contact me. As of today, 12/11, no Research Specialist or Case Manager has contacted me. Maybe their "business" day is an hour long, that would give them 24 business days to contact me!
At Your Service on 12/11/2011:
I'm glad to know they're at least trying to help you in some way. This is where I still believe it would have resolved a lot of problems if the order was originally placed right at the store.

Please keep us informed.
Tantris on 12/13/2011:
At Your Service, I do believe you miss the point here. They say they assigned a Case Manager to respond to me within 24 business hours but it's now 51 business hours later and nothing. How is that useful in any way to any customer waiting for some concrete action after a month of ordering? And what does placing the order right at the store has to do with anything??? What's the point of an online store if I've to place an online order in a physical store?!?
madconsumer on 12/13/2011:
great comment AYS!!
trmn8r on 12/13/2011:
I'm totally with your point of view here, Tantris. Good luck - this is really poor customer service.

If they can't handle an order online without screwing up completely, they shouldn't have a web portal. If they tell you they will get back to you in 24 hours, they should - especially after this grief. That is why they are called an escalation specialist.
jktshff1 on 12/13/2011:
Notice "Sears Care" Robert hasn't been back to help out.
Great review and responses.
Please keep us posted.
madconsumer on 12/13/2011:
thank you for paying attention to our site searscare!
Tantris on 12/19/2011:
Here is the conclusion to this horrid shopping experience. I wrote to the Escalation team again on 12/13. They responded the next day using they didn't have my phone number as an excuse. First of all, all my contact info is in my account. If they don't have access to my account, how do they do their "investigation"? Something is fishy here. Second of all, I don't want them to call me because I want to be able to have proof of what they promise. Only through emails do I have a record of what transpires. Any communication over a phone can be denied by them.

Instead, on 12/12, I made a complaint to the BBB of Illinois, Chicago area. Within 2, yes 2, days, the BBB submitted my complaint to Sears and Sears immediately, yes immediately, responded by having the local store send me the items. Not only did I receive the items on 12/14, they were delivered by a Sears employee from the local store. They also told me they would give me a partial credit because of all the problems. I declined because all I wanted was what I ordered and paid for. They did slip in a gift card with the paperwork, though. I do appreciate that very much. The gift amount is not $5 or $10 but $8, which is such an odd arbitrary amount. Just saying.

The morale of this story? Don't even bother wasting your time on their customer service or escalation team, totally useless and a joke, go straight to BBB and let them deal with it. You'll get results and won't pop a vein dealing with those nincompoops!
jktshff1 on 12/19/2011:
Thanks for giving us an update. Stick around.
Skye on 12/19/2011:
Wow, Sears is right up there with Ashley. Or perhaps, Sears has even passed Ashley on complaints!
Alain on 12/19/2011:
I remember that Ashley had some questionable 'compliments' that I think (and I could be wrong, of course) kept their poor rating lower than it should be. My guess is that they'd be up around 80% *, but again, maybe I'm being cynical.
clutzycook on 12/19/2011:
Tantris, thank you so much for coming back and updating us. I think this is the first time I've seen a follow-up to a Sears Cares case. At least now we know that Sears is full of baloney all the way through!
Old Timer on 12/19/2011:
Sears used to be OK when they were a store you went to and bought what they had on the shelves. High tech did Sears in. They just never embraced high tech or the Internet. Sears had a great catalog business but sucks on the Internet. They have no idea how to sell a custom order. If Sears still sold -via- the stores or catalog they would do well. And ran their own delivery and service trucks like they used too I would give them a small amount of hope.

Last one out of Sears be sure to turn out the lights. The new generation has no idea who Sears is even supposed to be.
Skye on 12/19/2011:
Old Timer, great comment!
Old Timer on 12/19/2011:
Thanks Skye! If I ever told my Granddaughter that we were going to take her shopping at Sears for an outfit, she would look at us like we had holes in our heads.
Skye on 12/19/2011:
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Lack of Customer Service
Posted by on
Dear Mr. Lewis, I am emailing you out of frustration that I have just gone through with your online people. I never knew there could be people with a job in CS that have treated me the way your people have.

About three weeks ago I was in your Sears store in Memphis, I was looking for a mattress set, the ones in the store were like rocks so I did not purchase any of them. I came home and went to Sears online. I started a chat online with a young lady, I told her, I had two bad shoulders (one needs to be replaced) and that I was sleeping on my back, I needed a soft bed because I have arthritis from feet to neck. This young lady picked out a set for me, I asked her again, are you sure this is a soft top, the pillow top is the one I believe I need, she assured me that it was soft several times, I do have this in writing, I printed the whole chat off.

Last Wednesday, the delivery men got here with the frame and the mattress set, whilst they were here I said it seems hard, but did not really think that much of it. I slept in that hard bed that night. Thursday morning when I got up my back was hurting worse than it had hurt in many a year, my shoulders were hurting, I was in pain all over. I emailed Sears, they told me to give them between three to five days and they would get back with me.

On Friday morning I got up, there was an email in my box from Sears, and I quote, we will be picking up the mattress and box springs on August 27, 2011, I was furious. I called Sears and spoke to a John Vaul?
I told him that I had not asked Sears to pick up anything, and if they were going to do that, they had better find the mattresses they took away from my home, I also added, I am the customer Sears does not tell me what to do.

He called the delivery people and stopped them from coming here. I got another email telling me that they would get back to me in three to five days, I did not respond. Today, August 31, at about 6:03 PM, that said, I am sorry that the mattress is to hard for you, why don't you go to our store and check them out, call us back and we will exchange it for you. I emailed them back and told them that I had paid out over a $100 dollars for padding to soften the bed, the pad came today, and I had not tried it yet, but I did feel like Sears should reimburse me some of this stuff it was their mistake. Low and behold here comes another email from Sears. See below;

Thank you for shopping at!

We have received your request to have the mattress exchagne. Please provide the item # of the mattres you are wanting instead and we can process the exchagne. There would be a $69.99 delivery fee charged for the exchange and your account would be credited or charged any difference in price.

Again, Sears is telling me that they are going to pick up the mattress, I never asked for it one more time. You might teach them to spell as well.

Again I called Sears this evening at about six forty, I told them ONE MORE TIME, I have not asked for you to pick up anything, and I sure would not pay for it since your salesperson sold it to me as a soft mattress.

WHAT IS WRONG WITH YOUR PEOPLE? Do they not understand English? Are they so inept that they cannot talk to the customer and say, well let us help you straighten this mess out, but no they want to jump up take the merchandise back, and to hell with the customer, might I remind Sears, I am the customer, you do not tell me what you are going to do, I will tell you.

Before I take this to the BBB, I thought I would let you know how inept and uncaring your people online are.

One more thing, all other companies are wrapping used mattresses before they take them to the truck because of the bed bug situation, I don't have these bugs, but I sure hate to think that my new mattress and box springs were in that truck where other people's used mattresses had been. THIS IS NOT GOOD BUSINESS, you should know how bad the bed bug situation is more than any of us you being in the retail business.

You have the best delivery men in town, they are superb, that is the best thing Sears has going for it.

I am a senior, I need to operations I cannot afford, I could not afford this set but I had to have them, it will be the last time I ever order from Sears.
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SearsCare on 09/01/2011:
Dear londonwitch,
My name is Laura with Sears Cares; I want to apologize for all the difficulty you’ve had with your mattress purchase. I can certainly understand your frustration at being told Sears was picking up your mattress multiple times when you were merely trying to resolve the situation. It certainly seems as if we have met your expectations with this mattress and out customer service and we would very much like to speak with you about your experience. We are a team dedicated to assisting our customers with escalated concerns such as yours and I believe we can work to resolve the problems you have detailed. At your convenience please contact our office via email at and a personal case manager will contact you directly. In the email, please provide a contact phone number, the phone number the mattress was purchased under (if different than the contact phone number), and please do include your user name (londonwitch) for reference to your issue. Again, we are very sorry for any inconvenience and thank you for the opportunity to assist you with this issue.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
londonwitch on 09/02/2011:
Bravo Sears, you did call me and get this mess straightened out. Roy from corporate called me today, and I must say, he has restored my faith in Sears Customer Service, the man blew me away with his kindness. Thank you Sears for showing me that you really do care about your customers. Bravo Roy, Bravo Sears Delivery people, you are the best of the best. The case is now resolved, and I am happy, thank you again Sears.
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Terrible workmanship and lack of regard to my concerns.
Posted on

Alan J Lacy
Chairman, Sears Roebuck & Co.
3333 Beverly Road, E4-115AB
Hoffman Estates, IL 60179

Dear Mr. Lacy:

I am writing to you to complain about the terrible and shoddy work that was done in my Kitchen, in addition to the length of time it has been going on.

Let me begin with what was to be done and when. On April 29, 2011 I contracted with Sears to have my Kitchen cabinets refaced, as well as new countertops, sink and faucet installed, and electrical work.

Work was to begin in June and to be completed within 2 weeks. It is now August and I am still waiting for completion. Before I even begin to describe what happened and what still needs to be done, let my first say that the most frustrating thing about this is the run-around I have been getting. The constant unanswered calls, no call backs, transferring my calls from one representative to another, and general lack of concern for me or my job. Even when the workmen come to fix a problem I get an argument. In one instance, I was supposed to have tiles done around the window and Dave told me that I should lust paint it to match the window. We are talking about a space of approximately 1 foot by 1 inch, between the window and the wall. Dave took pictures of the area and sent them to Jason, who ultimately told him to do the work. Why I had to have this problem to get the proper work done is beyond me. It is like I paid $14,000 to get a headache.

The measuring was done on May 5, and an electrician was at my home on June 27, and again on July 27. To date, the electrical covers are still not put on, I have exposed wiring. Additionally I was supposed to have 3 GFI‘s (Ground fault interpreters) installed, and to date your company has installed but 1.

On one of my cabinets, the doors are not aligned properly. There is about _ inch difference in the bottom alignment. Rather than Sears fixing it I get promises.

Why there should be such a problem completing my work I don’t understand.

TOP did not come to begin work until July 1, 2011 and then the backsplash and the grouting was done on July 7.

To date what still needs to be done is
2 GFI’s need to be installed
Exposed wires need to be taken care of.
Cable box needs to be put in correctly
The cabinet doors are not properly aligned

I also had a problem with a check. I paid the electrician, (Dave) and he lost the check, he told me I had to put a stop payment on the check, and send the new check sent to Jason. This cost me $27 bank fees to put on a stop payment. I was promised that I would be reimbursed for the $27, but to date I have not. I wonder how Sears would like to wait this long for their payments. Since this began I have been faithfully making my monthly payments.

Now let’s get to the damage that was done by your workmen.

My kitchen linoleum was ripped by the workmen when they moved out the stove. To date, nothing has been done about that.

The sink that was installed by Sears had a backup noticed right after the work.. I was using drain cleaner, and ultimately had to have a sewer cleaner come in to clear the drain. This, on a brand new sink?

Finally, the most devastating of the damage they did was cause a terrible leak in my basement ceiling. When they moved the dishwasher, they inadvertently placed it on the hose. This caused a hold in the hose and thus, a leak in the ceiling. I was in the basement, when I saw water coming down. When my ceiling started to come down I had to pull the rest of it down, rather than let it fall piecemeal. When I had no more ceiling I was able to see where the leak came from.

I told Sears (Dave Freed) that they caused this damage and they acknowledged it. In fact Dave and another workman took photos of it and told me that they would fix it. I am still waiting.

They have come back several times and have fixed things piecemeal. They are now coming back on August 15 to fix everything but the misaligned door, as that has to be made custom. I was told that they do not know when they are going to fix that.

This is August 1 and it has been a lot longer than the two weeks that I was promised. Not only do I expect more for money but I definitely expect more from Sears! I have been a lifelong customer of Sears, almost all of my appliances were purchased from Sears and I have service agreement with Sears on my refrigerator, stove and dishwasher.

I also have photos which I can E-mail it to you if you wish. If so please send me your E-mail address. My E-mail address is

I list of the persons I have been dealing with follows:

Service 1-800-469-4663
Customer Se… 1-732-886-8814
Chicago Office 1-847-286-2500
Jason's Man… 1-800-495-2748

Jason Ikenbow supervisor: 631-247-4030
Jason Coordinator: his # is
631-247-4039 also
1-800-495-2748 Option 4

Top: 231-1025

Michael (Salesmen) #: 1-718-552-5137

Plumber who installed the sink: David Freed:

The plumber that replaced faucet:
Jason 347-438-1635


Sears: Vinny
Finished Carpenter
Work 1-516-229-1494

Chicago Office: 1-312-373-6000
Hrs. 9:30 AM - 7:30 PM

Very Truly

Edward DeSantis

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