My partner and I just bought the new GE washer and dryer and paid to have it delivered and set up. The delivery men were late, scratched the washer, did not know how to install it, left it unfinished and said their truck was too full to take the old washer and dryer. I will never go to another Sears store with customer service that makes it that hard. Add reply
SILVERDALE, WASHINGTON -- I purchased a television in the state of Ohio as a Christmas gift for my brother to pick up at the Kittsap Mall in Wa. It was handled by dot com. What a fiasco that turned out to be! I decided to call the mall store directly and was helped by Brad. He completed the sale within a matter of minutes and my brother was able to pick it up immediately. What a huge help and so courteous! After the dealing with dot com, Sears almost lost a customer of 50 years! It's only because of the excellent service I received from this associate that I'll remain so! He definitely receives the highest rating from me! How refreshing when you think customer service was a thing of the past!Add reply
FORT WAYNE, INDIANA -- We purchased a Kenmore Elite Grab-N-Go about 18 months ago and purchased the extended warranty and service agreement. In July 2013 we noticed that the freezer was not working like it should and then the ice maker quit. In August they were scheduled to come and repair it and they called that day and cancelled. Rescheduled (2 weeks later they came and repaired it. 2 hrs after he left we got a error code. Long story short they came 4 times to repair it. Finally they said they would replace it. 2 weeks later we were suppose to receive it. They delivered it and it was damaged! We refused it. Sears had the guts to offer my wife up to $500 to keep a damaged refrigerator. On Dec. 3rd we are suppose to receive our 6th fridge. Yes 6th!!! Every single one has been damaged!!! It is very hard for me to be nice on here. But this is BS!!! So, we have been without a freezer, ice, & water since August! And, between my wife and I we have missed almost 5 days of work because of repairs and scheduled deliveries. Been buying ice since August also.
What is sad about the whole thing is we have been very patient and the only thing we were offered was gift cards to keep the damaged product! I will never buy another product from Sears!! The only person that really gave a crap about us was the delivery guy and he is subcontracted to Sears. So actually nobody from Sears really cares!
Have Master Protection with Sears. Refrigerator broke Thanksgiving eve. All food went to garbage. Called Sears on 11/29/13 for repair appointment. Dec. 5, 2013 the soonest available.
1 Replies - Latest reply on 11/30/2013Add reply
What's the point of Master Protection if service not available when needed?
HOFFMAN ESTATES, ILLINOIS -- I was selling my house and needed artificial grass installed quickly. I ordered the product on Sears.com and paid for $184 for express shipping. The landscaping crew was available on the promised arrival day. I attempted to check on the shipping status the day before from the UPS shipping number in my email, but it was not UPS. I called and emailed Sears multiple times and could not get a correct shipper ID. The product did not arrive. Days later I received a different shipper contact and they had the product at a local warehouse, but I was out of town and my house went on the market without the grass. I was told by Sears.com representative to call the shipper and reject the shipment and they would refund my money when the product arrived back in the warehouse. THE PRODUCT NEVER ARRIVED and the charge remained on my card. I call multiple times and sent multiple emails trying to get a credit over a 5 month period. I spent hours on the phone to Sears customer service and I received the same runaround.
Finally, after telling them I was going to take legal action, they credited by card 5 months later. Do not shop at Sears.com. I have never had such a miserable experience with any online retailer. My account was full of complaints and no action was taken.
COLUMBIA, MARYLAND -- We bought a LG Washer and Dryer from Sears in Maryland on 11/15. They installed on 11/20. The dryer was damaged so they promised to deliver and install a replacement on 11/23. No one showed up on 11/23. After being on the phone for over an hour and half we were informed there was a mix up and it would be delivered and installed on 11/25. Again no one showed up. Again spent over an hour and half on the phone. The reason given AGAIN was that the previous person we spoke to had messed up the installation order in the system. They promised to deliver and install it on 11/26 (today). Just got off the phone where the installer called me to sayAdd reply
BROOKLYN, NEW YORK -- This was the worst customer service experience I have ever had. I ordered a washing machine and the person who took the order made a minor mistake so it wasn't delivered the day it was scheduled. I spoke to 15 different people, chatted, emailed and wasted hours on the phone to try to sort it out.
There is no communication between departments, there apparently is no system for dealing with mistakes, they provided inaccurate information, they don't follow through, and repeatedly tried to send me to another department where I'd have to go through the entire explanation again and again without any resolution. I was regularly provided with contradictory information; apparently no one has any authority. The person I was chatting with finally confirmed--in writing--that the delivery would be rescheduled for two days later, indicating that the delivery people would confirm the time slot within 24 hours.
But I never received a confirmation from the delivery department. So when I called to find out what was going on I was again passed from department to department person to person. No one knew how to make sure it was loaded on the truck the next day and my address was on the schedule. I got every excuse in the book: that they emailed and got no response, that the marketing manager wasn't there, that the supervisor didn't answer calls, etc. etc.
This was just an exercise in frustration. Needless to say it wasn't delivered.
DALLAS, TEXAS -- I cannot tell you how disappointed I am in Sears . I bought a new microwave oven combo AND WARRANTY June 30 2013. It broke mid October. I I have had three trips by the repairman . It is going on 5 weeks without a working oven. What happened to Sears standing behind its products? I thought the Warranty would have provided for a new oven by now. I called the BBB to file a complaint but I am still no better than I was last week, last month.Add reply
SWANSEA MALL, MASSACHUSETTS -- I bought 2 pairs of Levi jeans for my son each pair was 24.99. I lost receipt and just wanted to get a bigger size for my 7 yr old son. I called the support team and the woman said even exchange no problem, mind you tags still on them. The jeans are now on sale for 15.99 so I knew I would have to pay difference. The manager said I HAD to take the lowest price the jeans were EVER sold...5.99!!! Levi's 5.99!! Are you serious they're in the store right now for 15.99. Pathetic. And it says don't post a negative review, give us a chance to make it up to you. Well it's been two weeks and no one has contacted me.
Appliances Not Built To Last
HARTFORD, CONNECTICUT -- Growing up my moms appliances lasted longer than she was willing to keep them. 10 years and then she wanted to upgrade to a newer model. Sell the old one in the Yankee flier. She never bought extended ... read full review5 Replies - Latest reply on 11/15/2013
LANGHORNE, PENNSYLVANIA -- I purchased a Kenmore range. Upon baking in it for the first time I smelled gas. Had to have our local gas company and they tagged it as dangerous and turned off my gas on the item. They delivered another one same model and the same thing happened. They came again and once again tagged it and turned off my gas. These are defective they told me and should be pulled off of the floor at Sears and never sold again. I went to Sears and picked out a completely different manufacturer and was told it could not be delivered until Nov. 18th. I told them to credit my charge and wanted nothing to do with Sears.
I am now in the process of waiting for them to come and get it out of my house. I am having trouble with this also. I have another range coming form another company on Fri. Nov 15th. I will never buy another thing from Sears.
FORT WORTH, TEXAS -- I normally don't do this but I felt compelled to open an account and report this where ever possible. This will be my last purchase with Sears. Very unorganized and lies to customers. From the search online looks like I am not the only one.
Ordered a fridge, washer, dryer and dishwasher October 16 for scheduled delivery November 2nd. Was informed on November 1st, the day before delivery that it would be postponed until November 8th because the washer was not available.
After 3 different calls with support I told them I could not wait to receive the refrigerator. I'd already gone a week without one. Refrigerator was scheduled to come earlier, November 4th. I called the next day since I did not receive a delivery window and was told again I would have to wait until the 8th again. Customer service did not update my order and the person refused to help me. I hung up and another person was able to clear up the issue. The support line all has a different story.
Come November 4th I call and they said they forgot to put the fridge on the truck. So here comes November 8th, my window is 4:30-6:30 and the delivery truck did not show up until 10 PM! The cherry on top.....they were missing 2 parts for the washer/dryer. I was told someone would call me within 24 hours.
MINNEAPOLIS, MINNESOTA -- We hired Sears Home Improvement to remodel our bathroom. Three and a half months after the contract was signed, we have a nice, updated bathroom. However, it was a bumpy road to get there, and we are left with a negative impression of Sears Home Improvement’s customer service. After the initial installation, we found several quality issues with the workmanship and the products. At that point, it was difficult to communicate with either the project coordinator or the sales consultant. They gave the impression that they were more concerned about moving on to the next sale and project to worry much about the ones that were already on the books. The sales consultant, who we thought would be responsive, would not return calls. The project coordinator eventually came through and helped to resolve the issues, but it took several frustrating attempts to contact him and for him to agree to have the issues repaired or items replaced.
Our experience overall was very frustrating, and the term “buyer’s remorse” comes to mind (especially when we could have chosen another bid from another company). We would not recommend Sears Home Improvement based on our experience, and we will never hire them again for future remodeling projects in our home.
Customer Service Fail
SALEM, NEW HAMPSHIRE -- We purchased a gas range from Sears over the phone and set up a date for delivery based on when we could get the gas company to connect it. The associate who took the order was supposed to email a receipt ... read full review1 Replies - Latest reply on 11/08/2013
Sears outsources the appliance (dish washer installation) to a third party company. Unfortunately we have had terrible experience. I could not get a human - always voice mail; missed 2 appointments and installation not done properly Add reply
MORENO VALLEY, CALIFORNIA -- I was employed at Sears for 30 days when I was let go because I "was not a good fit ". I have over 30 years experience in warehousing and inventory control. I took the $8.00 hr. job because the manager said the warehouse was a mess and I thought I could help. I worked twice as hard as anyone else even unloading 40' trailers in 2 hrs.by my self while 4 others tried to keep up outside.
By my second week I noticed problems with inefficient backroom procedures that caused work flow backups and time management problems. When I told my supervisor she said " it is what it is. " Not something a leader would say. When I told the manager he said they were aware of the problem but it takes time to correct it. I feel that given time I could have fixed the problems with management's help.
Instead they let me go because they did not want to deal with the problems, it is just easier to blame the $8.00 hr. worker and not manage things as they are being paid to do. I also spent a weeks pay just to have the appropriate attire to work there. SHAME ON YOU SEARS MANAGEMENT.