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 firstname.lastname@example.org. 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.
ELGIN, ILLINOIS -- I had a very simple problem with my Sony TV - the lamp is blown. Sony referred me to A&E (which is Sears Home Services). I called them with the exact part I needed replaced and part number. Sony had provided that info. A&E told me the initial service charge to come out and that the parts charge and extra labor would be quoted from there. That was fine. I reiterated the part number TWICE for their info.
When the repair guy came out he agreed that the lamp was blown and gave me the price of the part and charge for him to replace it. I agreed to that because HE SAID HE HAD THE PART ON HIS TRUCK. He came inside with a lamp and it looked it different from mine. Went out and got another, still looked different. I kept saying I had the part number but he said he knew it and there must be a problem with the boxes (or something to that effect). I finally made him READ the part number from Sony and he said oh, he had it wrong. Thought it was something else. !!! So actually he DIDN'T have that part and would have to come back in a week. He told me he would return the following Friday with the part and do it then. I agreed to wait one more week.
Then I received a message the following Wednesday asking me to call about my scheduled service. I sat on hold for at least twenty-five minute and finally got someone saying I would have to wait for the part to be delivered to my house and THEN call to schedule an appointment. Which was not what the repairman had told me. The representative said in any case the part would not be here by Friday. I said this was unacceptable and to just refund me what I had put on my credit card for the part (not the initial service call which I had agreed to, fair is fair) and I would use an independent Sony repair service who are knowledgeable about Sony parts and keep them in stock. The Sears representative didn't answer (literally) so I asked to speak with a supervisor. She said okay then HUNG UP ON ME.
Called right back and on hold another twenty minutes. Eventually got a more polite and responsive rep, but she said to deal with the parts charge she would have to transfer me to another department because she couldn't find the order number that was on my receipt or anything related to my phone number. !!!! On hold ANOTHER donkey's age waiting for this other department.
Another helpful representative in some other department did come on the line but she again had to put me on hold to figure out what to do. She said she could cancel the order for the part but that cancellation had to go to a different department from hers. Then I would have to call ANOTHER number the next day to talk to "billing disputes". I asked what she meant by "billing disputes" when she had supposedly canceled the order so it should be a straight refund. She said she couldn't answer that and I would have to talk to the other people...
Called next day and sat on hold, then got disconnected. Called again and sat on hold, but finally got through to Alicia in customer service who said she would give my credit card info to billing for a refund. She gave me a reference number to call back within case I don't see the refund within 48 hours. I hope for Sears' sake I don't have to do that.
It shouldn't be this hard to get a TV repaired. And I have NEVER come across a company that puts a customer on hold so much, bumps them to so many multiple departments, makes me call back another day, doesn't know what's going on with parts and order numbers... just terrible. Apparently Sears thinks their time is more valuable than mine. Well, they're wrong about that.
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Returns With No Receipts / Thief Or Racist?
Posted by sexy mama78 on
COOKEVILLE, TENNESSEE -- Now you tell me if you don't think there basically calling my 15yr old daughter and I a thief..My daughter and a friend went and took somm shorts back to Sears just to exchange for a different size that's it...I was up the street a little ways getting a pedicure..My mom lives in Knoxville mind you where the shorts were bought for my daughter&I birthday since only 9days apart which means I had no receipt.. Well my friend that went with her called&said they would exchange them for me no problem. There was 6 pairs we took back 3 of her size and 3 of my size they were either to big or to small&some fit great.. So my daughter&friend said I was up the street would it be okay to leave the clothes there for bout 10 to 15 min..til I got dun with my toes&they said yea that would be fine. So I finally get done with the pedicure& notice its after 3pm so I had to go get my other daughter..I forget bout the shorts til I got home and a black friend was by that area and said would pick clothes up for me no problem..Well he goes in&says my friend left 6or7 pairs of shorts here to exchange&she forgot to grab them til tomorrow. That's when it started getting crazy..first they were very rude to him&then told him to tell me they cannot exchange them@all without the receipt or some card thing they use? Now how come they already said yea then say no and make it seem like you stole the shorts... Now would I bring clothes to the same store if I stole them that would be retarded I think..but the guy that went in to get them for me was of color and was smart asses to him also been rude to my 15 yr old. when she asked how come they changed there mind in a hours time..So I guess girl behind counter told her that there was nothing she can do but in a smart way so my friend&daughter asked if could put in bag so wouldn't have to drop or lose any and she rolled her eyes and threw them n the bag..
When my friend& daughter come home&told me what happened I was mad so I called&asked to speak to the manager well a guy got on the phone so I told him what happened& he got smart with me so I asked if he was the manager..He said no but will call her&asked me to hold on well low&behold he hung up on me so I called back, and I finally got manager on the phone and told her what happened&told her they make it seem like were thief's or something and that's not right. Then she said they scanned the shorts&there not in there computer as being bought there I said no kidding that they were bought in a different town so y would it be in your computer?So she said she was sorry to come up with the receipt or a card thing..I said they were gifts how am I supp. to get 1? she said their new policy is no returns w/out the receipt?
Now that really ran all over me so I said well then how come they were goin to let me exchange earlier so how did policy change in a hour or so?then she hung up..So I got another friend of mine to take a pair up there and see what they say?Well guess what for the policy of no returns w/out receipts they let her exchange fro different size...man that just ran all over me?So because I don't got a receipt and want to exchange more than couple things they made me feel like a piece of crap&I will never shop there again plus my ma was so mad she took back all clothes she bought for grand kids from Sears and told them to kiss her booty lol..Now what is your opinion?
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SEARS Lack of Resolution
Posted by Apryll on
LONGWOOD, FLORIDA -- Hello,
I am beyond DISSATISFACTION with SEARs and the people working in their "customer relations" that I decided to Google and see what comes up and my family is obviously not the first they have come into contact with. On December 17, 2010, SEARS installed a new "energy efficient" HVAC unit in my home that we are residing in. On January 27, 2011, we received a utility bill in excess of $1,000.00 (YES, ONE THOUSAND). We promptly called SEARS about the issue and they tried to tell us that this is "normal". After phone calls and phone calls, I filed a BBB Complaint and then finally someone contacted me. This complaint was officially filed 2/24/11. A R. Perez contacted me to tell us that someone would come out to check the installation of the unit. Nothing happened for weeks. Now all of a sudden, he is no longer on our case and it has been assigned to R Cheek and T Mullen. As of today, 3/31/2011 NO ONE has come out and we have been forced to turn our heat completely off because we have $1,900 in utility bills for only 2 months. We have 4 children and this is absurd. R Cheek had the audacity to tell me that has "been a rough Winter for everyone". Excuse my language, but I don't give a damn because no one else has the spiked usage we have had ONLY after installation of this unit. We live in a simple ranch style home with only 3 bedrooms and 2 baths. Last winter, our usage was nothing of the amount, so this Winter would be no different. I am fed up with SEARS and their lack of action and non-chalant attitude. I even went as far as to contact the Operations Manager of our City and have him email them about our average usage and the apparent spike that occurred.
All R Cheek does is send out stupid emails and not act on a damn thing. I will continue to file with the BBB until an acutal resolution is reached and not empty promises to even START on the issue over a FREAKIN month later.
I see now that we are dealing with a person who has not done anything in the past for other people except "see what she can do". How about "seeing" an ACTUAL RESOLUTION?
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Complete Waste of Time and Gas
Posted by NOtafan200 on
I seriously never shop at Sears and of course the month they I became interested in their store, I lost interest within 2 weeks. In this economy I am SHOCKED that people are running business like Sears is. They're customer service sucks....they'll come on some are decent, some are rude and they'll tell you the typed out robotic response they think will make you happy....but what they haven't caught on is that an action makes customers happy...not talk.
That being said. I went online found this sweet sleeping for like $20 in orange and wanted it for my trip that I was to be leaving for in like two weeks from the order date. I used their find it in store feature and it said it was available in my local store. I was stoked. Since I had a smarts and common sense to go with it I called the store to check their stock and make sure they did in fact have the item. Even though I called the stores' direct number the call went somewhere like a call center. The individual told me that the item was in stock at the store. I headed over to pick up the sleeping bag. to my surprise they didn't have it; they had it in blue; not the orange that their website and representative confirm them having in their store.
The representative called their other store (who according to their stock records definitely had the sleeping bag in the orange), well they didn't have it! no way. the representative said he would order it for me on their store computer and waive the shipping...OK; points for that. he said it should be the right color because it says it's orange on here...I said okay. we placed the order. despite my nervousness about the item arriving on time (they didn't ship the item for like 4 business days); it arrived. I was excited; I opened the box expecting a nice orange colored sleeping bag and it was BLUE....yes BLUE sleeping bag. I'm sitting here thinking how could they have made a not so awesome situation better? A) contacted me when they went to complete the order letting me know the item I wanted was no longer available in the color I selected. That would have resulted in a milder level of annoyance; but no they go ahead and ship the item to me as if I wouldn't know the difference between orange and BLUE. I then call their CS number on the receipt and this representative I got really put salt in the wound. it was speaking to one of those automated voice activated systems...Machine: "please speak the color of sleeping bag you would like to order" Me: orange Machine: I heard you say BLUE is that correct...it was annoying and she was real live person.
She tells me they can reorder the sleeping bag in orange and waive the shipping (well duh; you think I'm going to pay for your mistake) but then she can't guarantee it will get here in time for my trip...that's in like 4 days...then she tells me I show that the item is in stock at your local store....after I had explained ALL of the above information to her...I then asked her to transfer me to her supervisor (not to get her in trouble, but to speak with someone who would dedicate their listening skills to me for like 5 minutes). she drops the call...like I don't know that game. I call back and the second person I speak with was slightly decent, I finally got a supervisor who was a JOKE. He tells me he can re-order the sleeping bag for me but can not guarantee the item will arrive in time for my trip. Take notes Sears: excellent customer service would be sending the item to the customer with expedited shipping at no charge to the customer; going the extra mile to make sure the customer had her item in the right color. Because at this point I have to drive to the Sears store which is a waste of my time and gas money to return a product that SEARS failed to fulfill correctly. I mean seriously! I told them forget it I will spend the money at another store, return this one and never shop at Sears again...I wanted to be like have you ever shopped at a store that offers AMAZING customer service? let me name one for example NORDSTROM. when they get their customers they don't lose them due to poor customers service, maybe the price but I don't think poor customer service....I don't work at NORDSTROM, I just LOVE their customer service!
Company Response 3/31/2011: Dear 147360:
My name is Susan and I'm part of the Sears Cares Team. I found your post here and wanted to reach out to you and offer assistance. I am very sorry about the problems you were having getting your sleeping bag in the correct color (Coleman Sunset Fall 4.5lb Sleeping bag). I can definitely understand the frustration you must be feeling over this situation. We are 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 send us an email to our office at email@example.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (147360) for reference to your issue and we do look forward to talking to you soon.
Sears Cares Team
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Bad Customer Service and long wait for repairs
Posted by Angrygirl55 on
I am very upset with the way my repair of my microwave is being handled. My first appointment with your service technicians was on 12/23/2010. I was able to get a next day appointment and was very pleased. They came out looked at my Whirlpool microwave and decided that it needed a part that they would have to order. They ordered the part and made a return appointment to install the part after the holidays on 1/11/2011. The part arrived at my house on 12/30/2010. I called the appointment line to see if any sooner appointments where available and there weren't any before my original appointment on 1/11/2011. My husband took a 1/2 day off work so we would be able to meet the technicians on our scheduled day, 1/11/2011 from 1pm-5pm. He arrived at our house at 1:00 pm which was the start of our scheduled time. He waited until around 4:00 when he started to get concerned, so he checked our voice mail of our home phone number. Sure enough at 12:28 pm on 1/11/2011 a woman left a message stating that your company was canceling our appointment and I needed to call a 1-800 number in order to reschedule. She stated the reason for cancellation was there weren't any technicians available. I called the number she left and was told the earliest appointment wasn't until 1/24/2011! Of course I was upset. That is 13 days after my schedule appoint which was also 18 days after the first appointment. The person I spoke to on the phone was very rude to me. I could barely understand him with his thick accent, so I asked to have my call escalated to his supervisor. He told me about three times that the supervisor would tell me the same thing, that there are no earlier appointments. Finally after wasting about 5-10 minutes arguing with him, he transferred my call to a supervisor. The supervisor was more professional than the call center employee, but could only get my appointment moved up to 1/21/2011. I am very unhappy and think that your company is performing poorly in customer service and in your repairing of my microwave. Ultimately, I am a consumer with money to spend, and if you want to continue with my business than I need a speedy resolution to my issue. In the past, I have purchased most of my appliances if not all of them and electronics with your company. Most recently, on Black Friday, I purchased a plasma screen TV. On that day, I was very pleased with your salesman and his knowledge, but am so angry at your handling of this issue that I believe I will have to start taking my business elsewhere. Starting a repair process on 12/23/2010 and then having a scheduled appointment canceled by your company 32 minutes before the scheduled time is unacceptable. My husband had to take a 1/2 off from work, and is now going to have to take another 1/2 off on 1/21/2011 for our new appointment. That is a full day for something that was no fault of our own! The only apology I have received from your company was from the supervisor which I requested to speak to. But Ultimately, she still was really unable to help! I will be exactly 30 days without a microwave! Does your company realize how much of an inconvenience that is on a family? I except a quick response into my complaint and inquiry.
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Sears - Just Say No!
Posted by smoochies on
I have never written a negative review of a company online…I never wanted to be one to complain anonymously about a company and have always been extremely adept at allowing negative experiences roll off my back. However, in the case of Sears, I can no longer hold my tongue. I am in the middle of a 5 month nightmare with seemingly no end in sight. I purchased an elliptical in July 2010 online, picked it up at the store, and brought it home. After my husband and I spent half a day putting the item together, we were relieved to be able to turn it on to give it a try. Well, imagine our disappointment when the resistance was impossible to change and seemed to be stuck at the highest setting. Oh, well, I thought…a call to Sears the next day should have us well on our way to fixing the issue.
Fast forward 3 months and innumerable repair visits (all of which I of course had to take time off of work to meet)…no repair and the repairman (who was a very kind person and one of the only bright spots in customer service of this experience) is forced to give up and deemed the elliptical “nonrepairable.” Per the repairman, I would have a call within 24 hours to arrange for a pick-up of the old item and to offer my options for an exchange or refund. 24 hours comes and goes, and no call. I have always tried to be understanding and give it a few days more. I receive a call late one night, and after attempting to listen to the jumbled and muted message more than once, reasoned that it must be from Sears. The person on the message never offered a call back number, only a random case number to take into a store. No pick up; no options as promised.
My husband and I rented a truck in order to get the original elliptical home with us, and we did not feel it was our responsibility to return it to the store after such a long ordeal, and as such, I called the online customer care number to discuss my other options. I am not exaggerating when I say I was transferred to no less than 8 different people, all of whom I was forced to tell and retell the situation to, and becoming disconnected during the process.
I finally spoke with an agent in “Customer Solutions,” and I was so relieved that I was finally speaking to the correct person!!! However, the only option she would give me is the exchange. I had decided at some point during my “every-other-week” visits from the Sears repairman that if he was unable to rectify the situation, I did not want to risk the whole ordeal occurring again and would just want to return the elliptical for a full refund. I explained this (and the entire situation) to the agent and she insisted that refunds are only available within 30 days. I explained to her that I could have easily returned the inoperable item within 30 days, since it never worked from day 1, but I allowed Sears to try to rectify the problem, which was unsuccessful. I asked to speak with a manager.
The agents at Sears seem to be trained to avoid that…I was informed it would be at least half an hour and I should just have them call me back. Instead, I remained on the line, and was told it would now be half an hour to create a case and then another wait to speak with a supervisor. I advised the agent that I would hold. 40 minutes later, she returned and told me she spoke with a manager on duty and they would refund my credit card. Back on hold I go for them to process the refund. 20 minutes later, the agent comes back to request my credit card number. I found it odd that their system didn’t retain it, but went ahead and gave the number to her. She advised they would process the refund and pick up the elliptical in a couple of days. Three and a half months after my original purchase and three and a half hours after dialing Sears, I was confident I would have my refund soon. I could finally relax!
Of course, this was not the happy ending I was expecting. Sears did follow up on their promise to pick up the item…that happened two days later, as promised. However, weeks go by with no refund. I allowed for the standard 1-2 billing cycles and when there was still no refund, I called back on 11/19. After explaining the situation to the agent, he advised it normally takes 21 business days from the date the warehouse receives the returned item. Since the warehouse didn’t report the item was returned until 11/4 (not sure where the delay was in there), the magic date would now be 12/6. Well, I can wait a couple more weeks…no problem! I had an end date and hung up fairly content.
I’m sure everyone knows where this is going…my magic date (12/6) comes and goes; no refund. I allow a few more days and call back only to be told they will need to check into the situation and for me to call back (not for them to call me back, but for me to call them back…hmm…the customer service is beginning to lack even more than it had previously).
I allow them a few more days and finally call back on 12/15. The agent I spoke with advised that it takes 10 business days AFTER the promised date for the refund to process. I now realize that I am a sucker and have been given the run-around from Sears this entire time. I could be in a never-ending pattern of calling Sears repeatedly and being advised to allow for 10 more days on and on and on…well, I explained that I was promised the refund on 12/6 and I can no longer understand a delay. She offered to email their “Offline Billing Department” and have them contact me within 24 hours.
Of course, we all know now that 24 hours come and go and no contact from Sears. I call back again. And again; with no luck. My husband, who has wanted to give up and just work with our credit card company to dispute the original charge talks me into it…but I want to give Sears one more chance to do the right thing. I call back again.
I am lucky enough to speak with the most unhelpful agent to date…she can only email the Offline Billing Department again. I advise I already tried that with no luck and no response and ask for another option. No other option, according to her. I ask to speak with a manager. There are no managers there. I tell her I find that difficult to believe, since previously a manager has had to assist with this ongoing catastrophe. She insists there are no managers. (I hate to call anyone a liar, but….). I continue to insist as politely as possible and finally she tells me a manager will only tell me the same thing and places me on hold. After 15 minutes, I get a manager. He does not want to know the situation; he only wants to send an email to the Offline Billing Department. I explain to him that it’s already been done and the promised 24 hour window passed 12 days prior and if no one is able to assist me that I will have no choice but to give up on Sears and work with my credit card company. No response other than I will hear from the phantom department in 24 hours.
The moral of the story? Don’t purchase anything from Sears (and maybe listen when people tell you to give up on a company). This has been my first large purchase from them. I could have been a new and retained customer, who would go on to try them again (as you can see from my long story, I am an eternal optimist). Instead, I am now angry and dissatisfied and feel as if I have been taken advantage of by them. I have never gone out of my way to discuss my poor experiences with a company before, but being that I gave them ample opportunity to do the right thing and they continued to refuse, I feel that I now have a duty to warn friends, family, and internet strangers from the danger of purchasing anything from them. Ever.
If you were able to make it this far, thanks for your patience. I hope whichever other company you select for your needs treats you better than Sears treated me.
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Searchaaa.com Is A Bait & Switch Scam!!! Claims To Sell Wholesale Designer And Name-Brand Products But Ship You Cheap, Fake Imita
Posted by S. on
PUTIAN CITY ,FUJIAN PROVINCE, CHINA -- SEARCHAAA. COM IS A SCAM! BEWARE! THEY SELL IMITATION PRODUCTS REPRESENTING THEM AS REAL, AUTHENTIC NAME-BRAND AND DESIGNER BRAND PRODUCTS. YOU DO NOT KNOW THIS UNTIL YOU HAVE ALREADY PAID THEM AND HAD THE ITEMS SHIPPED TO YOU, IN WHICH YOU PAY EXPENSIVE SHIPPING COSTS AND YOU ARE LUCKY IF YOU CAN GET THEIR SO-CALLED CUSTOMER SERVICE REPRESENTATIVE TO REFUND YOUR MONEY.
The web site, Searchaaa.com, says on their home page, when you scroll down to the bottom, under the section "Why buy wholesale goods from us?" :
"Buy Wholesale products at wholesale price from leading Chinese wholesalers", listing many different popular brands and designer brands, and their clothing and accessories.
Then under "Quality & Experience" it says:
"We choose to sell only the best wholesale shoes, clothing and accessories products available for resellers. We guarantee your satisfaction with the quality of every item we sell. When you buy from Look Low Price, your products will arrive as described on our web site. And we guarantee your satisfaction."
I ordered four Sinful sweatshirts from this web site. The pictures on the web site are of authentic Sinful brand sweatshirts and t-shirts, with the Sinful watermark across the pictures, and even the models are the same models from the original Sinful web site. All of the other brands sold on this web site have pictures of the original, authentic brands and designer brands pictured as well. NO WHERE on this web site does it tell you that the products they sell are imitation. When I received my package, I was very excited to get it and see my four sweatshirts. When I opened the package and looked at the sweatshirts, each one of them was obviously a very cheaply made, poor imitation of the original. The screen printing job was horribly done; on one of the sweatshirts I could barely make out the image that was supposed to be printed on it, and it was even the wrong color. On another one, the artwork was similar but obviously not the same because it was so poorly done. It was the difference between a child's coloring book drawing compared to an original piece of art. I was pissed off as soon as I opened the first one. I opened a claim with PayPal, since that was the form of payment I used to pay them. The next day I received a couple of emails from Debbie Wang in their customer service department. She had written me before during the transaction regarding shipping information and was very nice and helpful. However, she now says that I must have known all of their products are imitation, otherwise how could they offer the real thing for what they are charging.
Here is part of her email to me:
"dear shannon, before you buy the products, you must know all of our products are imitation. we never didn't say we sell real sinful. and as we know , $42.99, this price can not offer the real sinful sweater. let us find the good solution, OK ?".
If you can not offer a product you have pictured all over your web site at the price you are selling it for, then you should not have the original, authentic, real products pictured on your web site advertising all over the world that they are a wholesaler, leading people to believe that is how they can sell the products to you for less. NO WHERE on that web site does it say anything about any of it's products or brands being imitation. Now that they have gotten over $200 from me, now they have the nerve to email me back and tell me that I must know these are imitation because, as we know, they can not offer real, authentic products at these prices. This is the very definition of FRAUD.
I have been emailing the customer service representative the past few days trying to get my money back and getting nothing but nonsense and hassle. Here are some of her other emails to me:
Dear shannon ,
thanks for your letter .
I'm really sorry and really sad .
not only you lost money, but also we lost money. and also, I will lost money ,
my boss will reduce my wage .
dear shannon, can we find a good solution ?
you sell these four sinful sweaters to other people .
or we refund part of money to you, please, dear shannon, hope that you
can understand us. all of our products are not original, everybody knows it ,
all of our clients also know it .
Dear shannon ,
I have to tell you all of our products which we sent to our clients ,
they never didn't satisfied with them, including sinful sweaters .
if you can, please take a photo for us, we want to see the quality which you discrib .
I can not believe it. because our products is not too bad just like you describe .
you never didn't think about my feeling. we also lost money. if you know before you buy. I think all of us will not lost money, but now, you have received the products, and let us refund all money, we can not accept it, hope you can understand, dear shannon ,
dear shannon ,
we refund 106.10usd to you, OK ?
As you can see, trying to return their worthless, counterfeit merchandise has been a hassle. At this point it is clear that they do not honor their guarantee, or their refund policy. Why in God's name would anyone accept half of what they paid, to return crappy merchandise?
I have finally worked them up to saying that they will refund $171.96 of my $206.18. I had to point out a few times that what they were trying to get me to accept is clearly dishonest and dishonorable, when they charged me $42.99 X 4, which equals $171.96, plus shipping and an extra shipping fee on top of that one for using PayPal. I do not understand how some people out there can feel OK with lying to, taking advantage of, and stealing from people and then giving them the run-around, trying to tell them that is not what they are doing, when it's right there slapping you in your face.
Thank you for reading this post and I sincerely hope it helps keep anyone and everyone from having it happen to them.
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Sears Home Delivery Specialists
Posted by DMM on
PHILADELPHIA, PENNSYLVANIA -- The adventures of ‘The Refrigerator Nightmare’.
On Sunday, February 15th, I purchased a refrigerator from the Franklin Mills store. It was scheduled for delivery on Tuesday, February 17th, between 2:45pm and 4:45pm. I left work at 2pm and went home to prepare for the delivery. I emptied my old refrigerator and stored my food outside temporarily. On Tuesday, at 2:20pm, I received a phone call, from the warehouse, stating that the delivery would be late and not arrive until 5pm. I received a second phone call, this time from the driver himself, informing me the delivery would be delayed even further. I then received a third phone call delaying the delivery even further. The truck finally showed up at 6:45pm.
I told the driver that the refrigerator doors would need to come off to pass through my front door. As I watched as the driver removed the doors I could see that he was mumbling under his breath, as if realizing he made a mistake. He brought the door in and informed me that there was a broken prong on the wire coming from the door and I would need to send the refrigerator back to the store to have it repaired. As I proceeded to call the Franklin Mills store the driver took the door away and called his office to inform them that I had refused delivery because the refrigerator was damaged. I spoke with Michele and relayed to her what had just happened.
Michele informed me that if it was sent back my account would be credited and I would have to come back to the store and pick out a new refrigerator. I told Michele that would be very difficult for me since I live 40 minutes away from the store and would also have to make arrangements for a friend to take me there since I only drive a scooter and the scooter is unable to go on the highway as it’s top speed is 40mph. Michele suggested the best solution would be to keep the refrigerator and have a service representative come out and fix it. I then asked the driver to bring the refrigerator back into the house but he refused, saying it was already packed on the truck and they would bring it back to me the next day. This didn’t make sense to me since it would take more time, they were coming out of Flemmington, NJ which is an hour’s drive away, and man hours to do that as opposed to just bringing the refrigerator back into the house. I felt it was out of laziness that the driver gave me this response. I recalled Michele who then spoke with the driver but he refused her request as well.
I tried to explain that it would be a hardship to take more time off of work as I had already taken 3 hours off that day to wait for the late delivery. But he said, ‘Too bad Boo that’s what you’re going to have to do.’ I was appalled. I did not appreciate the unprofessionalism of being called ‘boo’. I did not appreciate the unprofessional lazy attitude and the blatant disregard for the financial hardship I would suffer in taking more time off of work due to the drivers’ clumsiness in breaking the refrigerator in the first place.
I asked the driver if he was sure that the refrigerator would be delivered the next day and he gave me his word that it would be. He even told me he would probably be the one who would be delivering it. He assured me that when he returned to the warehouse he would have the office call me to make the arrangements. He even went as far as to tell me that it would take him an hour to get there and I should expect the call then. Needless to say, the call never came.
In trusting the driver I called Sears service department, and after relaying the story of what had happened, set up an appointment for repair for Thursday afternoon. Once again being inconvenienced due to the drivers’ clumsy mistake.
Because the driver had called me to say he would be late I had his number in my cell phone. I called him first thing Wednesday morning and asked him why I hadn’t been called yet with the delivery arrangements but he didn’t have an answer for me. I asked if the refrigerator was on his truck and he told me he hadn’t received his manifest yet. I asked him for the phone number to his warehouse and he told me he would text it to me. He also agreed to text me when he received his manifest to let me know if the refrigerator was on his truck.
I received the text with the phone number, which turned out to be the phone number to the Sears Home Delivery Service. I then received a text stating the refrigerator was not on his truck.
I called the Sears Home Delivery Service and spoke to a woman. She informed me that the refrigerator would not be delivered as promised but she could set something up for Thursday delivery. The woman sounded very rehearsed which became very irritating. Although she constantly apologized it wasn’t said with any empathy because she was so rehearsed. We went back and forth for about ten minutes and I felt as if she wasn’t listening. I told her a Thursday delivery was unacceptable and asked to speak with her manager but she insisted she could help me and continued to repeat everything she had already said for the third time. I asked again for a manager and she finally put me on hold for eight minutes until I heard the phone ring and a gentleman answer saying, ‘security’.
Frustration had really set in now. My response to the man who answered the phone was, ‘Oh great’. I was thinking the home delivery agent transferred me to the wrong extension. I told the man who answered the phone there wasn’t anything he could do unless he could get me my refrigerator that day. He tone was very calm; he must have realized I was very frustrated. His name is Walter Jurtzak and with his soothing tone he asked me what the opportunity was. I explained and he was very understanding. Walter said he would do everything he could to help me and he accomplished that.
While waiting for Walter to call me back I called the home delivery line again and found out my order was cancelled. That certainly hit a nerve. Every agent I spoke with at the home delivery line, and there were many, need coaching in their approach with a client on the phone. Not only do they sound like scripted robots but they have no empathy in their voices. I know a lot about customer service as I am the assistant to the general manager at the Westin Hotel. By the time a guest gets to me it means that they haven’t been happy with any of the other managers they have spoken with so far. So I know how important tone is and how to help a guest calm down, just as Walter does. For these reasons it takes a lot for me to get frustrated because I do have empathy for the person on the other end of the phone because on most days it’s me. But the experience I had with the persons I spoke with that morning drove me off the edge.
I called Walter back to tell him I found out the order was cancelled and expressed my frustration as there was no way I could get back to the store to pick out a new refrigerator. I do not have a car, as I live in Center City, and had to rely on a friend to get me up to Franklin Mills on the day I picked out the first refrigerator. Walter assured me he was working on it and would call me back. I asked Walter for a number where I could lodge a complaint against the trucking company and he gave it to me.
Talk about another nightmare. From Vincent I was redirected to an Andrea who tried to get the trucking company on the phone but was not successful in reaching the manager. Andrea informed me that Kelly Schwartz, manager of trucking company, would call me when she got back to the office. I asked Andrea how she was going to follow through and she seemed confused and asked me what I meant. I told Andrea that I would like her to call me back to make sure that Kelly had indeed called me. Andrea said she would call me back in two hours. It never happened. Not only did I not hear back from Kelly but Andrea was a no show as well.
I called the complaint line again. Now keep in mind that every time you call anyone you have to explain the entire story again and again. It’s my experience that the more you make a disgruntle client relive the problem it only gets worse for the client and in the end the client winds up never happy. Perhaps someone might consider that with the home delivery service reps and the complaint reps. It is my opinion if the agents took better notes on the client, for everyone to see, the repetition would not be necessary. This time I spoke with Jessica and explained that Kelly never called and Andrea never followed up. Jessica apologized and said she too would have Kelly call me and Jessica would follow-up with a call the following day. Again both never happened. I’m thinking what kind of company this can be that their customer service is so horrendous. I’m dumbfounded that anyone finds this acceptable.
It’s the end of the day, I haven’t got much work done as I have spent most of the day wasting my time with Sears’ home delivery service specialist (what a joke that title is) and the Sears complaint department and I still have no resolution. Emotionally exhausted I go home.
Walter calls me that Wednesday evening and tells me he has located a refrigerator for me so I won’t have to be further inconvenienced and it will be delivered on Friday. Thank you Walter for being the only person, out of the eight I spoke with, to be able to get something done and provide excellent customer service.
Thursday night arrives and I receive an automated call from the all too famous Sears home delivery specialist, only it’s automated and trying to get a live voice is impossible. The call tells me that the refrigerator will be delivered between 9:45 and 11:45 am. This is not acceptable to me since I have already been heavily inconvenienced already and one would think someone would try to work around my schedule. I don’t think it’s a lot to ask. I call back and speak with one of the robot agents who refuse to work with my schedule and puts me in a position where it forces me to take another day off of work.
So when the call came at 11:45am to tell me the delivery was going to be late my only response was to say, ‘of course it is’, because this is the kind of service I have come to expect from Sears.
In closing I want to say you have a treasure in Walter and I hope you appreciate him as an employee. Walter knew exactly what to say and how to make the event salvageable. Walter took a situation turned sour by a trucking company and the Sears home delivery specialist and made it bearable. I thank Walter for all he did to make something happen and I realize my experience with the trucking company and the so called home delivery specialist was out of his control.
However, it is not out of Sears’ control. I find it hard to believe that I am the only customer this has happened to. Nor can I be the only customer that has complained. So it is Sears I hold at fault and for that reason I will no longer be a customer of Sears again.
Thank you for your time and I sincerely hope someone with the power to make changes reads this.
P.S. I went on the web to search for where, a Sears, I could send my complaint and was astonished at what came up when I typed in Sears complaint. Now I know I’m not the only one. In fact I’m a very small minority to the amount of complaints Sears has against them. It is sad that it appears that Sears isn’t listening to us.
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Customer Service Sucks
Posted by Patcamp on
ONTARIO, ALASKA -- I am not sure why I am sending you a letter; I guess I am hoping to find someone in this company that actually cares about their customer. My husband and I bought a new home in December; I did all my research on the appliances that I would need for my home, my husband and I were split on where to actually buy these products, he was set against Sears whereas I said âSears has been around for a long time, they have a satisfaction guarantee, as well as they service what they sell, (yes I bought into the commercial marketing.)
We bought our appliances from the Kennedy and 401 store , washer , dryer, fridge, stove, dishwasher, over the range microwave and bedroom furnishings; As well as some other home furnishing. Sears was willing to do a price match but the sales guy was the one that closed the deal he was very attentive and helpful and did several follow up call to us. So we decided even though the price was the same as Appliance Canada we would go with Sears. We liked him so much that even when we found out that he had given us a lower model washer and dryer than we wanted and that Appliance Canada had given us in our price match we still kept it.
Within the ninety day period we had a service call on our hood range microwave because the fan wasnât working properly. Technician came in and said it was fine even though we insisted that there is no way the HIGH setting should be stronger than the TURBO setting and it didnât work that way on the model we saw in the store, in any case complacency and life set in and we kept it.
Three months later the microwave completely died, it wouldnât even turn on. We called in a service call June 27th. I explained the situation I said this is the second service call on this product itâs not even a year old. I really would like to have it replaced itâs obviously a defective product and I need to have a working fan as I am pregnant and there are a lot of food scents that makes me nausea I live in a new development that it still under construction so opening the windows are not an option due to the amount of dust and dirt that comes in the house.
The lady on the line promptly told me well it is past ninety days so we canât replace it you have to get a technician to come out and fix it. The earliest she could send someone out was a week later. During that time period the left rear burner for my stove would not turn off (when you turn the dial to the off position the burner was still on). I called that in as well, I was told the earliest someone could come out and look at it, was another week, I said but I would consider this an emergency as this is a potentially dangerous situation, she told me to unplug the stove when itâs not in use. âOkayâ I said âI am pregnant, do you expect me to move this stove and climb behind it to plug and unplug it every time I need to use it. She said madam thatâs the best we can do, I said how about you just replace it; her response sorry its past ninety days.
Luckily my husband was off for a couple of days, and after plugging and unplugging it several times over two days the burner I guess reset itself and could be turned off. I called again to tell them that it was now working, I said since this is such a dangerous issue as this could happen during the night while everyone is a sleep or while we are out could you please have someone come out and look at it anyway.
I was told sorry maâam we would have to charge you as there is nothing wrong with the stove now. So that was cancelled. In the meantime I called several customer service representative to have my microwave replaced as it was only six months old and this was the second service call, all the answers I received were its past ninety days there is nothing we can do.
It would seem that the statement clearly printed on my receipt âSatisfaction guaranteed and if you are not satisfied after ninety days contact us.â After approximately a week and a half the technician came in to look at the microwave. It took me another week of calling the service line to find out what was wrong with the microwave and when would they come back to pick it up and fix it; and at this point they should replace my microwave.
Eventually the 1-800 numbers referred me to contact the store I bought it from, I left three messages for the managers no one returned my call, I was so frustrated I wanted to return everything I had bought from Sears, I called my sales representative he was not even interested in hearing my situation his first response was you need to speak to the manager.
I called the 1-800 number that represents the presidents office, spoke to three different customer service representatives all of whom promise to call me back, by the time I got the fourth one, because none of the previous ones called me back; she said nothing was in my file and there was nothing they could do as they only dealt with catalog orders.
Finally someone called from servicing to say they will be out to pick up the microwave, I asked why it took so long her response was they didnât know it hadnât been picked up; my response was how could you not, I have been calling for a week since the technician came to look at it. Her response was still we didnât know.
After another week of no response as to what was the status of the microwave. I called the corporate office downtown Toronto. I got a gentleman that listened to my problem and I got my first apology for the inconvenience, then he gave me the name of Lisa Miracle whom he thought would be able to help me. I left her a message it took her two days to have Karen return the call. The conversation with her was short, âthey must be waiting for a part to come in to fix it, and sorry for the inconvenience I will send you a hundred dollar gift certificateâ.
The whole issue is no one seem understand the importance of the over the range microwave to me, I am pregnant cooking smells make me nausea, Its hot and the construction in my area makes opening doors and windows a difficult option. Keep the money and send me a new microwave.
To shorten the details of rest of this disaster, the microwave was finally delivered August 2, 2007, it was filthy and the stainless steel cabinet was covered with scratches as they seem to have dragged it along the floor or something, so now the brand new stainless steel microwave that I spent almost $700 for on sale; I mounted over my stove right out of the box now looks like a piece for crap; I called that in once again to the very HELPFUL 1-800 service line and was told I will have to wait until Wednesday August 15th for a technician to come and look at it. He was surprise that they chose to fix the something converter as he thought they no longer did that. He did however declare it scratched and stated he will order a new cabinet for it. Now I sit and wait for the rest of this disaster to play out.
I have turned this issue over to my husband; the high blood pressure warning I have from my doctor is just not worth it. I have come to the conclusion that all this issue is my own fault; I chose to spend $13000 of my hard earned money at Sears, and as such deserve what I got, I am awaiting the next bout of punishment; if it has taken Sears over a month to fix a microwave what is going to happen when one of my major appliances is broken.
I will say this with the quality of service that Sears offers and the amount of companies in this market that offers the same products I give them company maybe five years before you will have to start reorganizing and downsizing your stores; excellent customer service is one of the best ways to incite consumer loyalty, you are obviously lacking that quality.
And I will honesty say to get my own satisfaction for my own stupidity for buying from Sears I will do my best to contribute to Sears decrease market share, by sharing my story with any and everyone that will listen; while on my maturity leave it is my promise to post my story on as many consumer news board as possible, as well as any mommy groups in which I am involved. I have already convinced both my sister in laws who have house closing in early 08 not to buy from Sears and for the one that is getting married to do her bridal registry at the bay rather than Sears. I am also arranging to have the Sears card held by my Company to be cancelled. As I know the marketing formula that states a dissatisfied customer will share their story with at least 5 other people who in turn will share that story with 2 others. The cycle has begun and I am beginning to feel vindicated.
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Terrible Customer Service
Posted by Smcgehee on
VIRGINIA -- Product: Kenmore Elite HE5t Front-Loading Automatic Washer
Here is what has transpired so far: We feel that we are going to have to email this outline of poor customer service to as many product review resources as possible unless our washer is repaired immediately.
* June 13-Friday: Discovered automatic washer would not work. Called 1-800-4my-home. Service call appointment made for June 25th (12 days later earliest they would come).
* June 25-Wednesday: Repair man came. Did not have his equipment manual with him that shows how washer breaks down. Called Sears Tech Support on our cordless phone to walk him through testing procedures. 45 minutes later diagnosed "user interface" on one of the control panels was bad and needed to order part. Part will be shipped to service address. Will reschedule service appointment when part arrives. Told him we would be out of town on several dates, so he advised us to call routing department to set up appointment. (I took a day vacation off work for this appointment).
* June 25-Wednesday (afternoon): Called Sears at 1-800-4my-home and advised them that service man had come, diagnosed washer and ordered part â but that we would be out of town for a few days â and wanted to make arrangements to set up appointment on July 2nd when we were back in town. Was told to call if the part came in and they would try to work service call in for that date.
* July 2-Wednesday: Part arrived today around 11:30 a.m. Called Sears from my office to see if they could still schedule the service call for today. Was told yes, so I left work and hurried home (another 4 hours vacation time). By 6:00pm no one had shown up, so called Sears. Was told another service call could not be scheduled until July 16th. Told them it was not acceptable to wait over a month to have washer serviced. Was told to call 1-800-690-5650 Executive Office to see if re-routing could be done to fit us in on July 9th. Did this and was told that the Routing Dept. was closed and to call back on Thursday, July 3rd. I responded that we were trying to get ready to go on vacation and were leaving on Thursday morning. We live in a rural area not accessible to a laundromat and need our washer fixed. We paid almost $3,000 for a washer/dryer set and -not even a year old â still under warranty â washer has broken down. Was told routing manager would be emailed, but would not know if call could be set until I called back. Told customer service I wanted someone scheduled to come on July 9th and would call to confirm when we are back in town on July 7th.
* July 7-Monday: We returned home last night. Had three messages on home phone to call Sears to reschedule appointment. Called Sears. Told them they knew we were out of town when those calls were placed. Still wanted someone to come on July 9th. Now Sears said they couldnât come until July 16th. Asked to speak to a manager. Not acceptable â Sears agreed to send someone out on July 9th. Spouse arranged to be home for the service call.
* July 9-Wednesday: No one from Sears ever called or showed up. Called Executive Dept. again to complain about poor customer service. Sears arranged to have someone to come out on Friday July 11th.
* July 11-Friday: Service man came to install part on washer. The user interface part that was shipped is not the problem part. Needed to order a different control panel part. Service man said he would try to find it at a local Sears store and if that didnât work he would have the new part shipped as an âemergencyâ express shipment.
* July 15 â Tuesday (over a month later washer still not fixed): Called Executive Dept. to complain again. Express shipping has not delivered part. Was told part was coming by UPS and shipping was in progress. Again, told Sears this service is not acceptable. Was transferred to another department (I think she said âInSourceâ). Talked to someone named Steve. In middle of conversation, the telephone call was dropped and we were cut off. Do not know how to get back to Steve.
* July 15 â Tuesday evening: Spouse had cell phone# of Service Man who came on Friday July 11th so called him and left a message. He is the only person who seems to be trying to help us. He called us right back and said he had checked on the shipping part and was told it would not come until July 22. He is going to call his supervisor in the a.m. on Wednesday â July 16th to see what can be done.
* July 16 â Wednesday afternoon: Called Sears Executive Dept. again, because did not hear from Service Man. Talked to âCrystalâ who said part would not be delivered until July 22/23rd . This is another 12 days waiting on a part. Are we supposed to wear the same underwear for two months? Where is the part coming from âChina or Mexico?? Does it have to be made before it can be shipped? We could probably drive across the country and pick it up quicker than that. Husband finally snapped and chewed out the person on the other end of the phone. We finally realize that Sears is not really trying to expedite this repair issue in any fashion. What do they care?? At this point we know that we have no recourse but to wait for the part, then wait another two weeks for another repair appointment to be scheduled.
* However this issue is resolved, you can bet that we will be filing a complaint with the Better Business Bureau, Consumer Reports, Bureau of Consumer Protection, Epinions Web Site, and any other option we can find to report this unsatisfactory customer service. We will be canceling our account with Sears and will never do business with them again.